GreenThumb programmeAdmin

Coaching / observation

Lawn Operatives

Build trust and customer loyalty — one lawn at a time.

Mindset shift

From “I'm here to sell.”

To “I'm here to advise and look after this lawn”

Every visit leaves the customer clearer about their lawn, confident in GreenThumb, and knowing what happens next.

Other checklistsContact Centre Sell Outbound Save All checklists

The session

Team member being coached

Manager / observer

Branch or round

Date of coaching (blank uses today)

Visit context

CRM or call reference (avoid customer personal details)

The standards

0 of 9 rated

Mark one per standard: M = Met · D = Developing · N = Not demonstrated · NA = Not applicable. Record specific words or actions. Use NA when the standard did not apply to this call; explain why in the evidence box.

01

Prepare

Before customer contact, read the CRM note and review any flags or complaints.

Evidence — what you saw or heard

02

Greet

Make a good first impression and represent GreenThumb consistently.

Evidence — what you saw or heard

03

Explain

State what will happen, in plain language: what will be done today, how long it will take, and any precautions.

Evidence — what you saw or heard

04

Clarify

Have the doorstep conversation. Ask the customer to explain any concerns raised with the contact centre at booking.

Evidence — what you saw or heard

05

Treat the lawn and notice

Look for visible needs such as moss or compaction, explain them as advice, and offer to arrange office follow-up. No pricing or closing on the doorstep.

Evidence — what you saw or heard

06

Handle concerns

Aim to understand and agree the next step.

Evidence — what you saw or heard

07

Aftercare explained

Say what was done, what the customer should expect to see and when, and when the next visit is due.

Evidence — what you saw or heard

08

Support

Offer renewals and referrals once results are visible, for example by mentioning LawnLove.

Evidence — what you saw or heard

09

Record

Update the CRM notes: what was found, what was done, what the customer was told, and any needs or at-risk flags.

Evidence — what you saw or heard

Immediate follow-up

Anything to put right now — include owner and timing.

Agree the coaching plan

What worked well — repeat this

Priority improvement — one behaviour to change

Team member's reflection

Agreed actions

Action 1 — practice or behaviour

Owner

Due date

Success evidence — how you'll know it worked

Action 2 — practice or behaviour

Owner

Due date

Success evidence — how you'll know it worked

Next coaching review date

How improvement will be checked

Sessions are visible to the programme admin only, and roll up into the coaching dashboard.