Landscaping - Lawn Care Technician Policies Template (by Chorbie)

Overview

Welcome to your first step of becoming a lawn care technician at [company name]! We hope that you recognize the value your personality, education, and technical ability bring to this organization. To that end, we want to continue developing your personal and professional skills! These include expanding your technical knowledge of horticultural practices, chemical properties and their effects, how our lawn care generates the best results for our customers, how to efficiently complete our services, and how to optimize our customer's experience.

This is no easy feat, which is why we selected YOU to take this on. We believe and trust in your ability to grow and add value. Learn something new every day, apply what you learn, grow in the process, and we'll succeed together! Watch the video below to learn a little bit more about what our customers expect when they hire [company name] to conveniently add value and comfort to their property. And more specifically, how your daily actions and mindset fit into the equation.

In this module, you'll be learning about the training process as a new lawn care technician and what your training process will look like.

By the end of this subject, you should understand:

• Training expectations.
• Your daily routine.
• Maintenance procedures.
• Upsell opportunities.

Training Expectations

Training Overview

The training structure is broken down into 2 main sections — online and in-person.

Online Training

You can think of your online training as the basic information you need to get you started AND a dedicated resource for you to refer back to when you have any questions.

In-Person Training

Your in-person training is meant to solidify what you learned in Trainual and be coached on how to be more efficient and provide the most value.

The mixture of both online and field training will last a minimum of 5 days to cover the basics. Beyond that, there are 4 steps we want you to focus on during your training process!  

Step 1: Connect with your Team Members

Today is your first day! This is where you introduce yourself to the team. It's the perfect time to set the tone of who you are and who you want to be at [company name].

Step 2: Ask Questions

The more you talk, the more we see how much you care about being here, doing your best, and adding value. It also communicates what areas of information we need to spend a little bit more time on with you. There's no shame in asking the same question twice. We're here to make sure you understand what you need to know to be successful!

Step 3: Apply Yourself

We want you to be empowered and confident in making decisions. Knowledge may be power, but knowledge applied is where true power resides. Take what you've learned and what you know from experience — then out them into practice to add the most value to your customers, your team, and to [company name]!

Step 4: Don't Stop Learning

Never. Stop. Learning. Ever! Our leadership team takes this seriously, and hope you do too. If you think there are only a few things to know about lawn care, you're wrong! There is SO much to know about horticulture, agronomy, drainage, tree care, and so much more. All of it plays a role in you being an even better technician.

Online Training (AKA Trainual)

At a high level, Trainual is your first pass for your training process. It is the written and video content that explains the following:

• Expectations & application for your position.
• Standard operating procedures.
• Policies.
• Continued technical education.
• Continued soft-skills training.

Subjects to complete, in order

All subjects you need to complete are right here in Trainual. Simply follow the "Up Next" suggestions of the My Desk tab on the left-hand navigation menu. That ensures that you complete the subjects in the best order. But for further reference, you should follow the list below!

1. Welcome to [company name]!
2. Lawn Care Technician Training (this one!).
3. [Subject #3].
4. [Subject #4].

In-Person/Field Training

Field Training

In addition to your online training, you'll receive in-person field training and supervision during your first two weeks of onboarding. During this time, you'll get into the groove of things through the following:

Introductions

• Meet and greets with managers and coworkers.
• Learn who does what, when, and why.
• Get to know a little bit about everyone.
• Discover how best to communicate with others.

Tour of the Facilities  

• Where things are on the property.
• Where things go.
• The rules.
• Etc.

Uniforms and Equipment

You'll learn about the tools we use right in Trainual. But during your first couple of weeks on board, you'll be provided the following tools in person:

Uniforms:

• T-Shirts.
• Jackets.
• Hats.
• PPE.
• Etc.

Tech, tools, and equipment:

• Computer.
• Phone (if needed).
• Vehicle & Keys.
• Truck Bag (insurance and registration information).
• Tool kit.
• Large spreader.
• Handheld spreader.
• Backpack sprayer.
• Handheld blower.

Logging in to all necessary software:

• Trainual.
• Service Autopilot:
• Mobile app and browser accounts.
• Navigating the dispatch board.
• Completing jobs.
• Ring Central (for calling and texting clients).
• Google Workspace (Gmail, Chat, Docs & Sheets).

Use and policies of all equipment:

• Vehicles.
• Lawn care equipment.

Proper care and storage of all equipment.

Software

You should already have received your login information for all of these applications. If you haven't, reach out to your supervisor.

Service Autopilot

• Android Download
• iOS Download

Gmail

• Android Download
• iOS Download

Ring Central

• Android Download
• iOS Download

Trainual

• Android Download
• iOS Download

On-the-Job Training

You'll learn about all of our lawn care how-tos right in Trainual. But during your first couple of weeks on board, you'll get supervision and on-the-job training for:

• Mixing chemicals properly per round/turf guidelines.
• Using Service Autopilot and Ring Central.
• Customer service & sales.

Recap

At [company name], we want to be as thorough as possible during your training process to set you up for success. For that reason, we have both an online training platform and "coaching style" field training that will last a minimum of 5 days to get you through the basics.

If you want to be successful at [company name], make sure to follow these 4 steps during and after your training:

1. Connect with your team members.
2. Ask questions.
3. Apply yourself.
4. Never stop learning.

If you do, you'll surely end up as your customer's favorite hero! Not to mention, find a fulfilling career in this skilled trade!

Daily Routine

Daily Expectations

Defining Success

Before we define what success looks like for you, we need to understand the components involved in your day. These would include knowing the what, where, when, how, and why of your day!

As you fully understand the W.W.W.W.W.H. of your day, understand that following through on these actions is what defines a successful day. The following steps will also go into some finer details.

What

What type of jobs are on your list for the day? What products, tools, and other things do you need to get through the day? If all of your jobs for the day are a specific round, you need to make sure your tank has enough product to sustain the day.

Tip: This includes your own food and drink! Don't forget to take care of yourself — especially in extreme weather.

Where

This should define the areas you need to travel to get the jobs on your list completed.

When

This would include your start times, customer requests, drive times, team meetings, and any other obligations.

Tip: Employ backward planning into your schedule. If you know how many jobs you have on your plate, how long they take, what your travel times look like, and how much prep time you need to get set up, then you should have a general understanding of the time you need to start.

How

This is circling back to knowing what equipment and materials you need to accomplish the tasks at hand. This brings up the question: is your equipment running smoothly? Do you need to have any maintenance done? If so, get after it!

Why

Our mission (and yours) is to conveniently add value and comfort to our customers' homes. Your preparation, application, and customer interactions are how you go about accomplishing this mission tangibly.

Before Leaving the Shop

Pre-Job Preparation

We have covered some of this already — but to be a bit more to the point, below are some items to consider before leaving the shop to get started on your designated route.

• Check your list for the day of the jobs that need to be performed, where they are located, and what products you need in your truck.
• Determine needs for services to be provided.
• Load/fill truck with products and equipment for every service available — use our Loadout Chart for assistance.
• Fill out the Chemical Log.
• Check emails for the day.
• Fill out the Truck Inspection Log and inspect the truck (once a week).
• Check to ensure the facility is clean and orderly.
• Check to make sure you have door hangers and yard signs.
• Check-in with your direct supervisor to see if there is anything needed.

At Client Properties

Property Checklist

While you're at a client's property, there are a few items to consider to be successful. This is generally the flow of how a service should be conducted. Follow the items below to offer the best service possible!

• Clock into the property via the Service Autopilot mobile app.
• Check and verify treatment notes.
• Check the back gate.

• If the gate is open:
• Check for pets
• Visual Inspection

• If the gate is locked or pets are in the yard:
• Knock on the door and ring the doorbell
• If there's no answer, DO NOT TREAT and send a locked gate email
• Contact CCA via Google Chats on the account to notify of the skip

• From visual inspections, determine the products needed
• Service the property as needed & visually inspect trees, shrubs, and landscaping
• Blow off the property as needed
• Fill out an analysis form and email it to the client (Make sure to recommend any additional services).
• Fill out the pesticide record form
• Place Turf Marker in the front corner of the sidewalk/ parkway and  leave a door hanger on the front door
• Take pictures of the following:

• Front of lawns with turf stake & door hanger in the shot
• Address number on house or mailbox
• Backyard
• Gate picture
• Areas of concern
  

• Clock out of the property.

These should take 5-15 minutes per application and 5-7 minutes per detail for each property (based on property size and details).

End of Day Close Out

The day's not over just yet! These last few steps of the day are super important! Your day doesn't necessarily end whenever you are finished with your last scheduled job. Your day ends when you've finished these few items — see below!

• Unload all products and equipment if the truck is not covered.
• Clean up your truck, both inside and out!
• Inside: Remove and clean up any trash accrued throughout the day
• Outside: Clean up any messes made in the bed, organize any products stored in the bed, etc.
• Check your email to make sure there is nothing pending for you to respond to. Also, send any emails needed to other team members
• Winterize your small engines as needed for the colder months

Maintenance Procedures

Vehicle Maintenance Introduction

It's important that you follow procedures for proper upkeep of your truck. Or more specifically, the sprayer and pump motor on your truck. In the next couple of steps, we will show you how to prevent the deterioration of these parts and keep them functioning well.

Sprayer Rig Maintenance Management

Let's go over how to maintain the different parts of the sprayer rig.

• Make sure there's plenty of fuel in the gas tank (regular, unleaded gas)
• Check the oil level and color — change if needed
• Check transmission oil and color

Pump:

• Pull off the filter cap once per week and check the mesh filter — replace the filter if needed
• Check pump oil and color — change if needed
• Ensure the piston in the pump is lubricated
• Check the pump seal
• Adjust the pressure as needed

Watch the video below for more details on the sprayer rig.

Sprayer Hose Reel and Gun Management

You'll use the sprayer hose and lawn gun to apply chemical products via spraying.

Keep an eye on the following parts of the sprayer hose and lawn gun:

Hose:

• If you loop up the hose, it will kink and stop the flow of product.
• The lawn gun attaches to the end of the hose.

Lawn gun trigger:

• Pull the trigger towards the gun handle to spray.
• Push the trigger away from the gun handle to put it in the closed position and stop the flow of the product.
• You can take the lawn gun apart with a screwdriver to replace parts if it's broken.

Brass quick connect:

• The brass quick connect allows the gun to spin without twisting up and kinking.

Rubber hose collar:

• The rubber hose collar should be flexible.
• It attaches to the quick connect.
• Spray lubricant like WD-40 into the rubber collar at least once a week to prevent corrosion.

Reel:

• Ensure the chain on the reel is snug and on track (not loose or hanging down).
• Hook grease gun up to grease zerk every time you do a pump oil change.

Watch the video below for more details on sprayer hose and lawn gun maintenance.

Backpack Sprayer Maintenance

Let's review the parts of the backpack sprayer (AKA your best friend) and how to maintain it. A malfunctioning backpack sprayer usually only requires a quick fix.

Be sure to take care of the backpack sprayer as described to prevent issues.

Parts of the backpack sprayer:

• Body (holds chemical product).
• Measuring tape (allows you to see the chemical level).
• Pump handle (pull up to chamber to draw water from backpack into piston, push down to push water out into hose).
• Pump chamber (contains piston).
• Piston:

• Pushes the water out
• If the o-ring fails, you'll feel a water leak on your back
• If pumping with the pump handle is hard, it's likely because the o-ring has dried out
• Once a day before your shift, spray WD-40 onto the o-ring

• 1-way valve (ensures water gets drawn out and not pushed back).
• Hose (where product comes out).
• Orange fuel tank.

• Fills up with water and becomes pressurized
• Controls how strongly the water comes out
• The connection to the hose must be tight or it will leak water on your back

Watch the videos below for more details and to see the disassembly and assembly of the backpack sprayer.

Maintenance

Backpack Sprayer Wand & Nozzle Usage

The backpack sprayer wand has the following pieces:

• Base
• Wand neck
• Elbow  
• Coller
• Brass fitting — controls spray

Report any damages to a sprayer wand to your supervisor.

Watch the video below for more details on the sprayer wand.

Spreader Maintenance

Spreader Protocols

A spreader is an integral part of treating lawns as a lawn care technician. Understanding how it works, and how to adjust it will help you keep the spreader working and reduce the risk of having it break on you.

This first image is the adjustment dial. The higher the number, the more product comes out of the bottom of the spreader. Unfortunately, there isn’t a set number that works for everyone because it will change based on what product you are using and how fast you walk. Even when traveling at a controlled distance, each person’s stride will differ. We will cover how to calculate product application effectively in another chapter.

The rod in the below picture can be adjusted in case your spreader wheel isn’t closing completely when the lever is moved into the closed position. The adjustment is made by loosening both bolts. The closer to the lever the bolts are, the tighter the gap and the harder it is to close it.

The paddle is held up by a pin that goes through the center shaft of the gearbox assembly. If your paddle is dropping down, it is likely that this bin is broken.

The gearbox assembly is attached to the axel of the spreader. This pin spins the gears inside of the spreader when you push it. If your paddle isn’t rotating, check to see if this pin is out of place or broken.

Storage Locker

Our operational equipment storage locker is where we keep the tools we need to do our job, and backups in case something breaks.

Here are the items you can find in the storage locker:

Along the wall

• 3.5-ton jack (lift trucks/change tires)
• Broom (clean out storage unit)
• Wash brush (wash out truck)
• Dustpan (clean truck)
• Air compressor with 50ft retractable air hose
• Air gun (clean hard-to-reach places in the truck)
• Winterization tools (winterize truck)
• Air gage (tire pressure gage and tire filler)
• Airpower impact wrench (remove truck tires)
• Spare equipment (tires, blowers, backpacks, spreaders)

On the shelf (liquid products)

• Liquid weed control
• Anti-fungal agents
• Windshield washer fluid
• Antifreeze
• Truck oil
• Oil (to cycle oil and create mixed gasoline)
• Hand blowers
• Other small engine equipment
  

The red, taped-off section of the storage locker includes items that need repair.

Upsell Opportunities

Lead Lifecycle & Your Goals

When out in the field, you have the opportunity to "upsell" our customers. In other words, entice them to select higher-cost products or add-ons for their existing lawn care services.

Goals

You might think the goal is to sell. But the real goal is to have a conversation! Getting someone to open the door and have a conversation is no easy feat. But, consider what you bring to the table. A warm, friendly attitude to share your expert knowledge on how to add value to this person's property.

Optional Add-Ons

Here's a list of the add-ons you can try to persuade existing clients to add to their existing lawn care services:

• Environmentally Friendly Products
• Tree Trimming
• Sprinkler Checks
• Total Shrub Care
• Flower Bed Weed Control
• Bush and Bed Maintenance
• Mowing
• Fertilization and Weed Control

Mowing Add-On

The following is the written script for a mowing upsell:

Written Script

Our mowing crews will utilize commercial mulching mowers set at an appropriate height based on your specific turf — making sure to cut in different directions each week. They will use a string trimmer to create a zero-edge around your landscaped areas and tree rings while using a steel edger around your concrete pathways. They will then use a backpack blower to clear off all of your concrete pathways and landscaped areas.

We price this service based on the turf square footage of your lawn, after reviewing this I have your weekly mowing price set at $__/week. Our crews are out in your neighborhood on [day] and we can schedule a crew for your first service on [day]. Would you like me to go ahead and have you placed on their route?

*If they want biweekly mowing*

We do also have a biweekly option for mowing, however, I will be honest with you — cutting on a biweekly basis may not be the best option for your lawn. Cutting grass on a biweekly basis allows ample time for the grass to grow long and when we come out to cut it — we will likely be cutting off more than a third of the blade of grass. The problem with this is the potential to shock turf. While this may not be an immediate problem, doing this consistently has the potential to stress it out enough to cause brown patches or even bare spots. The other and more apparent issue is grass clumps forming on the surface of the lawn. Sunlight is easily blocked from getting to the leaf blades, causing them to quickly die — leading to more bare spots or brown patches. Cutting on a weekly basis allows us to cut less off of the blades of grass, more often — which helps promote growth of the turf, leading to a healthier and fuller looking yard. There will also be significantly fewer grass clumps forming on the lawn, making a cleaner and healthier turf.

Points To Hit

• Mow in different directions each week
• String trimmer around all landscaped areas and tree rings, creating a zero-edge
• Metal edger around all concrete pathways
• Backpack blower around all concrete pathways to clean up
• Recommend weekly first, as if it’s the only option

• If they give you push back, then let them know we have a biweekly option and give them your explanation as to why we do not recommend a biweekly frequency:
• Stresses turf out
• Leads to clumps of grass on the surface
• That can lead to brown patches/thin areas
• Unsightly

• Free service calls in between apps if needed
• Pricing based on turf square footage

Fertilization and Weed Control Add-On

The following is the written script for a fertilization and weed control program upsell:

Written Script

Our fertilization and weed control program is 8 applications per calendar year. Each application will be a different series of products, they will be a variety of pre and post-emergents — which will be the main component of controlling weeds on the property. This program will also include products to prevent lawn destroying insects, specifically, we will be targeting the prevention against chinch bugs, armyworms, and grub worms — we want to make sure they are not eating at the roots of the turf. It will also include preventative disease and fungal control products. Lastly, this program will include all of the fertilization your turf will need, which will be dependent on the type of turf you have. Our licensed and trained technicians will assess what type of turf you have and create a customized blend to give your yard everything it needs to be successful.

Each of these applications will be spaced apart approximately every 4-8 weeks, depending on the weather and ground temperatures. Our intention is to apply products on your lawn at the most optimal times to ensure the best results. You will receive a notification 24-hours before your property is scheduled to receive a service via an email and automated phone call. After your service is complete, your technician will be sending you an evaluation email, letting you know who they are, what they did on your property, after-care instructions, and include any recommendations they feel would benefit your home from their evaluations.

We do have free service calls for this service, so if at any point you are experiencing any particular issues in-between services — all you need to do is reach out to us via an email or call our office to let us know.

If they are a brand new lead: For billing, we will add a credit card on your card and automatically charge this card the day after your service is completed. However, I do need a card on file in order to finish setting up your account to schedule this service for you.

We price this service based on the turf square footage of your lawn, after reviewing this I have you set at $[price per application]. Based on your location, I can have a technician out for your first service in the next 3-5 business days. Would you like for me to get you on the schedule right now?

Points To Hit

• 8 apps per calendar year, spaced every 4-8 weeks apart
• Pre/post ems for weed control
• Manuscript to control Dallisgrass and other grassy weeds
• Fungicide for disease/fungal control
• Pesticides for lawn destroying insects
• Fert apps based on the type of turf — “custom blend from techs”
• Eval email sent by tech w/ recs, care tips, their name, what they did
• Notifications day before service is scheduled
• Free service calls in between apps if needed
• Pricing based on turf square footage

Recap

Congrats — you've finished the Lawn Care Technician Policies subject! 🎉

You should now understand:

• Training expectations
• Your daily routine
• Maintenance procedures
• Upsell opportunities

If you are unclear about how to do anything listed above, go back and review the previous topics.

Remember: If you forget anything that you learn in this subject, you can go back and look at it at any time! And be sure to download the Trainual mobile app for iOS or Android for when you're on the go.