Watch the video to get Jonathan’s 3 tips to get your clients to agree to credit card payments for lawn care services.
I’ve recorded videos about this in the past, and to this day it remains one of the most common questions asked, “How do you get your clients to pay you with a credit card?”
It’s really not that hard.
Now, when we first got started, we just turned 10 years old, I guess it was a couple years into the business, we started doing this and it was one of the best things we’ve ever done in our business.
Back at that time, there were only a couple companies that I knew of that were doing this in our local market, and that is where I got the confidence to try it. At least there was somebody else doing it.
We implemented it. But, when I implemented it, I tried letting the client put a card on file and if they didn’t pay by a certain day, we would auto-charge the card. We tried charging the day after performing the work. We tried charging the week after. We’ve tried all kinds of scenarios, and the one that ultimately worked the best was charging your credit card the week after on a specific day. That’s what we do to this day.
Now, I have clients through Service Autopilot all over, and I know that in certain markets like Seattle, Washington and New Jersey, maybe Arizona, there’s different parts of the country where this is less prevalent. You don’t see a lot of companies doing this, yet we have Service Autopilot clients doing this very successfully.
I know for a fact this works in every market. Technology has changed so dramatically and the way people think about paying for things and money, and just look at cell phone usage and now you have Apple Pay and all of this technology coming to devices to auto-pay, everything’s changing. Fast-food restaurants now accept, and they have for a very long time, accept credit cards at the window. They didn’t back when, to the best of my recollection, they didn’t back when I started requiring that a client pay us with a credit card.
Things have changed dramatically. Yes, you’ll still have some older couples and some, maybe in some cases, military families that can’t pay with a credit card, but the vast majority of people will. The key to it is you have to be confident on the phone, and you have to say, “This is how we do it.” That way you and your team don’t have the option to accept check payment and you don’t have an out.
Confidence is number one and I’ve mentioned this before in videos. In the beginning, I was not confident and I was not having success getting the credit card.
When I realized the problem was with me, I made it very simple. Keeping it simple is tip number 2. “All we need is a credit card you’d like to pay with to start service.” It is something that simple, and then I’d just pause and wait. Then if they questioned me about it, I’d explain it and I’d answer their questions. That really made it easy.
The thire thing is when we finally said, “Okay, no more exceptions,” because we would make exceptions if you were military. We would make exceptions if you were an older couple. We’d make these exceptions and then that made it easy for the team to make exceptions, and next thing you know we’re only getting credit cards from 6 out of every 10 people. When we finally said no more exceptions, that made it work better as well.
When we tried charging the day after, that worked but, I didn’t like it because there was nothing worse than breaking a sprinkler head, or the back gate was unlocked, or a lawn didn’t get mowed or something else not going quite right, and then we charged the client before the job was done perfectly.
I believe it’s a better experience to charge the client the week after, after you’ve had plenty of time to clean up, fix, apologize, make right anything that you might have messed up or not gotten done. So that’s how we do it. I’m telling you, across the board, across the U.S., this is not a problem. Companies in every single market are very successfully doing this and no one has ever come to me and said, “Man, I wish I had waited another year to do that.” Nobody. Everybody universally says, “This is one of the best things I ever did in my business.”
To implement credit card charging, be confident when you ask for the card. Keep it simple. And, don’t make exceptions. Know that no matter what market you’re in, your competitors are successfully doing this and they’re getting benefits that you’re not getting because they’ve implemented it in their business.