services, will get harder to find and more expensive… and enabling the technology that we have is what allows us to be able to afford to offer that [support] at a lower price to our franchisee. Ultimately, the customer will never be dissatisfied that something is being done faster and cheaper for them,” Andes states. Augusta Lawn Care’s leadership recognizes this emerging industry trend and is capitalizing on it from the unique angle of providing top-notch franchisee support to support the customer. “We do have a physical command center. We have call agents, as well as virtual office assistants. We do every office task that you can imagine for the franchisees,” says Chief Operations Officer Liz Naber. The franchise also has tons of instructional and marketing resources for franchisees on its website, a chat software called Connect Team for communication, and a platform for enterprise level ticketing software for daily ticket and task management. While this approach to industry change may seem 131 BUSINESS VIEW MAGAZINE VOLUME 11, ISSUE 10 AUGUSTA LAWN CARE SERVICES
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