GreenThumb customer experience
Mystery shop the call,
agree what good looks like.
One scorecard, used by everyone on the team. Score the call in ten minutes, and the results roll straight into a shared Red, Amber, Green summary that shows where the sales conversation wins and where it leaks.
How the RAG works
Green
Behaviour is consistently strong
Amber
Happens, but not reliably
Red
Missing — coaching priority
Every question is scored 1 to 5. Section and overall scores are averages across all submitted calls.
What each call is scored on
Getting through
The first 30 seconds of the relationship.
- —Speed and ease of reaching a real person
- —Warmth and professionalism of the greeting
- —Clear introduction of themselves and the company
Understanding my needs
Did they diagnose before prescribing?
- —Asked about my lawn: size, condition, problems
- —Asked about context: past treatments, pets, children, usage
- —Listened properly and built rapport
Expertise and advice
Do they sound like the experts they claim to be?
- —Diagnosed likely issues credibly
- —Explained the treatment programme in plain English
- —Educated me rather than just quoting a number
Proposition and price
Tailored recommendation or off-the-shelf script?
- —Recommendation felt tailored to my lawn
- —Price explained clearly: what is included and how it is billed
- —Value justified beyond the headline price
Confidence and risk
Where most scripts break down.
- —Handled 'what if it doesn't work?' convincingly
- —Explained guarantee, flexibility and cancellation
- —Used local proof: reviews, nearby customers, results
Closing the sale
Did anyone actually ask for the business?
- —Offered the free lawn analysis or a clear next step
- —Asked for the business
- —Agreed a specific follow-up: who, when and how
Overall impression
The gut feel a real customer would be left with.
- —Overall quality of the call experience
- —How likely you would be to buy after this call
Make the call
Pose as a homeowner with a real lawn problem. Keep the brief consistent across shoppers so the calls are comparable.
Score it straight away
Twenty questions, 1 to 5, plus your notes on the best and worst moments while they are fresh.
Read the pattern
The summary shows the strongest behaviours and the biggest gaps across every call logged — the foundation of the sales approach.
Ready to shop your first branch?
Share the link with everyone doing calls. Each submission is anonymous to the branch and adds to the same picture.