[Customer] How-to: Engaging with Pros

Intro

We understand that having a well-manicured lawn is important to you, and it is important to us too, so we have made it easy to communicate with your Pro in our app and website. This article will guide you through the steps to contact your Pro, change your Pro, rate your Pro, and tip your Pro.  

Before You Begin

• Log in to your Lawn Love app or website. 
• If you need to send your Pro photos we suggest taking them before beginning.

Contact Your Pro

• Sign in to the App. 
• Select the Inbox tab at the bottom of the screen. 
• If you have more than one property you will need to change to the correct property address by selecting it from the drop-down next to the house icon at the top of your screen. 
• If you have more than one Pro select the correct one from your Inbox screen. 
  • Your current Pro will show at the top of the list. 
  • Conversations with a previous Pro will only be available for 30 days and then removed from your Inbox. 
• Type the message for the Pro in the text box at the bottom of the screen. 
  • You can also upload photos using the camera button. 
• Once the message is entered select Send. 

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Change Your Pro

• Sign in to your Lawn Love app.
• Select the Service tab at the bottom of the screen. 
• Select the active Lawn Mowing.
• From the Lawn Mowing Service click the ? icon in the top right corner.
• Select I want to change my Pro.
• On the Change My Pro screen select Learn more to see what to expect from the process.
• Choose a reason for wanting to change Pros from the drop-down menu. 
• Select the Pro that you want to be changed by clicking the dot next to their business name.
• Select Submit Request.
• Once the confirmation message pops up select OK.

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Rate Your Pro

• An option to rate a recent service pops up when you log in to your account via the App.
  • Your service can only be rated within five days of completion.
•  If you did not get the pop-up or accidentally exited, you can do it via the Past services section in the App.
• Open the App.
• Select Service at the bottom of the dashboard.
• Select Past services.
• Select the most recent completed service.
• Select Rate your service.
  •  If you give a four or five-star rating, you will have the option to add a Tip.
  • If you give a three-star rating or less you will be asked to leave feedback.
    • My Pro did a poor job
    • My Pro only completed part of the job
    • My Pro never showed up
    • There was damage to my property
  • If you select My Pro did a poor job, My Pro only completed part of the job, or My Pro never showed up, you can Dispute the service and receive a fix or a $15 credit.
  • If you select There was damage to my property, you will be asked to report the damage.
• You can also rate your Pro through the email sent to you after the service is completed.
  • The subject title of the email is Your Lawn Mowing was completed. Please rate your experience. 

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Tip Your Pro

• When you log into the app a pop-up box will appear for 5 days after any service has been completed.
  • The pop-up will show up each time you open the app, for up to 5 days, or until you have rated the service. 
    • After rating the service the pop-up box will no longer appear until another service has been marked complete.
• You must rate the Pro 4 or 5 stars to tip the Pro. 
• Write a review for the Pro. Your review may be featured on the Lawn Love website. 
• You have two options to give a tip. First, you can choose from a pre-calculated percentage amount.
• The second option allows you to enter a custom tip amount when you select Other.
• If your Pro is one of our Platinum Pros, you will see a note telling you that Lawn Love will match your tip. Select Set Tip.
• Select Submit Rating to send the rating and tip. 

Setting Up Auto Tipping

• If you rate your Pro at least 4 out of 5 stars:
• Select tip amount.
• Press Continue.
• In the Set up auto-tipping? pop-up, select Yes.
• On the confirmation screen, when asked to leave a review press Skip or Submit.
  • Leave a review for your Pro in the box and press Submit.

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