I’ve been in marketing my entire career, and actually met the president of Turf Masters many years ago when I was the Marketing & Promotions director at a group of Harley-Davidson dealerships.
I was attracted to family-owned Turf Masters because of their focus on customer service, and the quality of service they deliver. Our goal is to treat each of 30,000 lawns served by our 9 locations in the Southeast like they are our own.
I help Turf Masters achieve that goal as marketing director by paying attention to how the effectiveness of advertising mediums shift. Years ago it was direct mail, then email marketing—but these mediums have become less impactful as customers’ communication preferences have changed. Almost all we do is digital with a focus on contextual messages.
Email marketing is now the spam side of advertising. To be competitive, we have to communicate with customers the way they want to be communicated with, and that’s text.
Turf Masters uses Text Request to send outbound marketing messages, but we also use texting for two-way communication on our website with customers with Text Request’s SMS Chat. I’ve found that customers will text you, because it’s less intrusive than a phone call. Our team is also able to be more productive and hold multiple conversations with customers at one time with texting.
Our accounts receivables have improved with Text Request because it’s easy to send payment reminders. We’ve also regained several customers who canceled by texting them to ask how we could better serve them. Our new "We Miss You" program has earned back the business of 12 customers, which is business we would not have recouped without the help of Text Request.
My favorite part of Text Request is their customer support. Their response time is amazing and they regularly check in on how I’m doing with the software. I also frequently use the resources on Text Request’s website, like their blog and Queuniversity. All the helpful guides and information they produce are fabulous. Text Request always provides great content, even outside of texting, and it makes me feel like I’m in the hands of a company that wants me to succeed.
Like Turf Masters, Text Request functions as if it were a business with the resources and infrastructure of a massive company, but it still feels like a friendly, family-owned and locally-operated business you can trust.