Jack Elliot explains how his Jim’s Mowing franchise improved fast once he fixed under-quoting.
He shares the simple habits that boosted profit, protected time on-site, and improved customer expectations.
He also explains why the Jim’s brand and lead quality accelerated momentum.
Introduction
In this Jim’s Podcast episode, Joel Kleber speaks with Jack Elliot in Queensland.
Jack is only a couple of months into his Jim’s Mowing franchise journey.
He shares what changed once he priced jobs properly and communicated better.
What Caused Jack’s Early “Lull” In The First Weeks?
Jack says the early slowdown came from under-quoting bigger garden clean-ups.
They estimated five hours, then jobs took twice as long.
Once they changed their quoting method, the results shifted quickly.
He says they have now tripled what they made in week one.
“At the moment, we’ve probably tripled what we’re making the first week already.”
Why Is Proper Quoting So Important In A Jim’s Mowing Franchise?
Jack says quoting is mainly about time and scope, not just price.
If you underquote, you lose profit and schedule control.
He also describes some properties as “onions.”
You can keep peeling layers for 12 hours if you do not set boundaries.
Key quoting lessons:
- Price bigger jobs with time risk in mind.
- Charge more when the scope is unclear or heavy.
- Only do what is included in the quote.
- Communicate what is not included, then offer a follow-up.
“If it’s not in the quote… just do what you’re there to do.”
What Made Jack Choose Jim’s Instead Of Going Independent?
Jack and his business partner started by researching franchising and independence.
They believed they could go solo, but it would take longer to build steady work.
He says Jim’s was a “no-brainer” once they considered leads and brand trust.
He also highlights lead quality, including a government-related mowing enquiry.
Key reasons he chose the Jim’s system:
- A national brand that customers already recognise.
- Better lead volume early in the business.
- Lead quality that can include larger organisations.
What Do Customers Like Most About Using Jim’s Mowing?
Jack says customers often switch from independents due to unreliability.
They describe other operators as “flaky” and inconsistent week to week.
He adds that trust factors also matter, not just mowing quality.
He mentions reassurance, like being police checked and professional processes.
What customers responded to most:
- Reliability and showing up when promised.
- Comfort in using a known brand.
- Clear communication before, during, and after the job.
“A lot of people know that Jim’s are reliable.”
How Did Jack Handle Customer Expectations On Overgrown Properties?
Jack says customer expectations can be the real challenge, not the work itself.
Some clients expect an overgrown yard to look brand new after one visit.
He says the fix is simple: walk the property with the customer.
That makes the scope visible and reduces misunderstandings.
Practical expectation-setting habits:
- Walk the yard together before starting.
- Explain what will be done today.
- Explain what may need another visit.
- Put every task you will do as a clear line item.
What Does Jack Consider “Good Customer Service” In Mowing?
Jack says communication is the most important part of customer service.
He claims customers prefer updates, not silence.
He gives an example: they usually offer an hour arrival window.
Then they aim to arrive sooner rather than later inside that window.
Customer updates that improve trust:
- Confirm arrival timing clearly.
- Message if the rain stops work, and when you will return.
- Update the client if the scope changes mid-job.
- Keep customers “in the loop” until the job is complete.
Jack has a perfect five-star rating in the Jim’s system.
“They’re not going to get annoyed if you’re messaging them.”
How Did The Partnership Model Improve Efficiency And Admin?
Jack says working with a business partner boosts productivity dramatically.
They split tasks while driving, quoting, invoicing, and calling customers.
He says it enables faster invoicing and better follow-up.
Their arrangement is a 50–50 partnership.
Efficiency benefits he shared:
- One drives while the other handles calls and invoices.
- Faster admin reduces end-of-day backlog.
- Better speed improves customer experience.
Why Did Jack Choose Electric Mowing Equipment In Queensland?
Jack says they went fully electric with Ego equipment.
He believes battery management is easier than petrol maintenance.
He says their commercial mower “handles everything” in thick growth.
Customers also like the quieter work compared to the petrol gear down the street.
- Four 12Ah batteries for the mower.
- Three 7.5Ah batteries plus a smaller 2.5Ah battery.
- A backpack battery around 28Ah for whipper snipping and polesaws.
“It’s just a million times easier to manage batteries.”
HowTo: A Simple Quoting And Communication System Jack Uses
Step 1: Quote With Time Risk Included
If a job could take double the time, price it upfront.
Step 2: Walk The Property With The Customer
Confirm the scope in person whenever possible.
Step 3: Write Every Task As A Clear Line Item
Include exactly what you will do.
Add notes for what you will not do.
Step 4: Set Expectations For Overgrown Yards
Explain what one visit can realistically achieve.
Offer a second visit plan if needed.
Step 5: Update Customers Proactively
Give an hour arrival window and aim to be early.
Message if the weather changes the schedule.
Confirm when you will return to finish.
What Support Systems Helped Jack Improve Faster?
Jack says local support has been “excellent,” especially from their area manager.
He credits that support for improving quote accuracy and avoiding miscommunication.
He learned to slow down and describe work clearly in the quote.
That reduces complaints and protects the customer experience.
“Whatever you’re physically going to carry out, put in there.”
What Goals Does Jack Have For Growth And Hiring?
Jack says they have around 10 regular customers so far.
He mentions a target of one to three new regulars per week.
Their growth plan is to keep two people on the road.
Long-term, they want to hire two more people and split into two teams.
Key growth goals from the episode:
- Build a solid, regular base by year’s end.
- Keep the two-person efficiency model.
- Scale into a small team with consistent standards.
“It’s probably exceeded expectations.”
FAQ
What Is The Biggest Early Mistake New Mowing Franchisees Make?
Under-quoting larger clean-ups is common because time estimates are still developing.
How Can A Franchisee Avoid Quote Disputes?
List every task as a line item and walk the property with the customer.
Do Customers Prefer Electric Or Petrol Mowing Equipment?
Jack says many customers like electric because it is quieter and has no fumes.
How Many Regular Customers Should A New Operator Aim For Weekly?
Jack mentioned a goal of one to three new regular customers per week.
What Is The Best Customer Service Habit In Lawn Care?
Jack says proactive communication and timing updates prevent most frustration.
Key Takeaways
- Proper quoting and time-based pricing can change profit fast.
- Walkthrough quoting improves scope clarity and customer expectations.
- Clear line items reduce miscommunication and complaints.
- Proactive customer updates support five-star service standards.
- Electric equipment can be a strong operational and customer-facing advantage.
Want to hear Jack’s full story?
Watch the full podcast episode to hear how Jack Elliot fixed under-quoting and built momentum fast with better systems.
Interested in starting your own lawn mowing business?
Learn more about joining Jim’s Group at jims.net or call 131 546 today.