[Pro] Troubleshooting: Problems in the Field

• Do not mow the lawn.
• Submit a required cleanup quote using your Pro app.
• Your Customer will receive a notification that their lawn needs a leaf cleanup service
• The cleanup is required for their mowing subscription to continue.
  • The job will be added to your calendar when the Customer approves the quote.
• Your Customer must approve the quote before the work can be performed.

When the grass is over 9 inches you can report the Long Grass in the app. Long grass typically only occurs on the first service. Data shows we are 90% more likely to retain a Customer if the first service is completed on the day it is scheduled. We understand there may be circumstances preventing you from mowing such as time limitations or needing special equipment. Regardless of the reason, a Long Grass Report still needs to be submitted through the app before being able to remove the property from your schedule. To do this, select OTHER from the Customer's job details and choose Long Grass as the issue under Long Grass or Cleanup Issue.

• Per LawnStarter's Long Grass Fee policy, if the Customer's grass is over 9 inches, the Pro can report the length of the grass in the app to receive an additional payout. If the grass is from 9 to 15 inches, the additional payout will be 50% or 100% of the regular payout.
• In the Pro app, select Today's Jobs from the dashboard.
• Find the Customer's address then select Lawn Mowing.
• Select Other at the bottom of the screen.
• Under the header, Long Grass or Cleanup Issue, choose Long Grass.
• You will be prompted to turn on GPS if it is not on.
• Select the grass height.
  • If the Customer's grass is over 15 inches a quote will be created. 
• Of the area you are required to mow, please indicate if the Full area or Partial area has long grass.
• Are you committed to doing the job right now at long grass fee rates?
  • Select Yes.
    • The extra payout amount is in addition to the base price of the mowing service.
    • If you select yes, you will see why completing the job today is ideal.
  • If No is selected, you will see how this will impact you. 
  • Select  How does long grass pricing work? for more details. 
• Select  Upload Photos. 
•  Select the + Add Photo to take or upload before photos.
  • Photos are required. The app will not let you continue without them.
• Select how you will upload before photos, Take Photo or Choose from Library.
  • We strongly suggest taking the photos and saving them to the gallery of the device then choosing from your library.
• Select Next: Upload After Photos 
•  Select the + Add Photo to take or upload after photos.
  • Photos are required.
• Select Next: Review Checklist.
• After the checklist is reviewed, select CONFIRM.
• Your long grass report has been submitted. Our team will review it. Select BACK TO TODAY'S JOBS to continue on to the other jobs for today.

• Per LawnStarter's Long Grass policy, if the Customer's grass is over 15 inches long you can submit a report for Long Grass Fee over 15 inches. This will increase the payout depending on the grass height as long as there are valid and complete long grass photos uploaded. 
• Reporting long grass over 15 inches will now create a system-generated quote with a set price. The table below shows the additional payouts that will be added for long grass. 

  • Grass Length	Scope	Special requirement?	Increase Ratio
    9 to 15 inches	Partial	N/A	50%
    9 to 15 inches	Full	N/A	100%
    16 to 21 inches	Partial	No	100%
    16 to 21 inches	Partial	Yes	150%
    16 to 21 inches	Full	No	200%
    16 to 21in	Full	Yes	300%
    Above 22in	Partial	No	150%
    Above 22in	Partial	Yes	225%
    Above 22in	Full	No	300%
    Above 22in	Full	Yes	450%

• You will have the option to Accept or Decline the quote.
  • Declining the quote will redistribute the job.
• After accepting the quote you will select multiple days you can complete the service. 
  • You can select today's date.
• The Customer will have to approve the price before you mow the long grass. 
  • Once the Customer accepts the quote you will be notified.
• If a Pro submits an LGF report for grass over 15 inches, the Pro is required to pick up the clippings.
  • If the city has curbside pickup available, then the Pro can leave it at the curb.
  • If the city does not have curbside pickup, then the Pro is required to haul the debris off. 
    • This is included in the price.  
• In the Pro app, select Today's Jobs from the dashboard.
• Find the Customer's address then select Lawn Mowing.
• Select Other at the bottom of the screen.
• Under the header, Long Grass or Cleanup Issue, choose Long Grass.
• You will be prompted to turn on GPS if it is not on.
• Select the grass height.
• After selecting the grass height, you will need to indicate if the full yard has long grass or if the long grass is only in a partial area on the property.
• If you will need anything outside of your normal resources you will indicate that a special requirement is needed to cut the grass. Select Yes or No to proceed.
• Confirm if you are able to complete the required work for the extra payout indicated.
  • The extra payout shown is in addition to the regular payout.
  • If you select No, an option to drop the property will pop up.
    • Dropping the property will negatively impact your score.
• Next, you will be asked to choose the dates you are available to complete the job.
  • You can select up to a maximum of 7 days depending on your availability.
  • The dates do not have to be consecutive. 
• Tap the dates to choose which dates you can return to complete the job.
  • The Customer will pick one of those dates to schedule the mowing.
• Tap the green SELECT button to submit the dates.
• Next, you will select + ADD PHOTO to upload photos for each area on the property.
  
• After uploading the photos, choose to SUBMIT LONG GRASS REPORT.
• Once the photos are successfully uploaded, you will need to wait for the Customer to approve the long grass report and confirm the schedule. 

If the property has been mowed within the last 30 days, the option to claim long grass will not be available. 

• Skip the job first before recommending a cancellation to secure a Trip Fee.
• Select Today's Jobs.
• Select the Customer.
• Select Other from the Job Details screen.
• Under the Service Scheduling Issue section, select Customer told me to leave. 
• You will be prompted to answer a few questions to ensure the service is handled as the Customer expects.
• You will be asked, What did the customer want?
  • To skip this mow
    • This will take you to the Skip Mow section. Skipping a mow will push the service out per the Customer's mowing frequency. You can Skip if the grass is too short to mow, the yard appears to have recently been mowed, or the grass is wet do not mow. You do not want to cause damage to the yard. The Customer's service will immediately be skipped per their frequency once the request is submitted.
    • What is the reason?
      • Lawn already mowed
      • Lawn hasn't grown
      • Customer said not to mow 
      • Other
    • Anything else we should know?
      • Add more details about the Customer's request. 
    • Next, select Submit to complete the Skip.
  • To cancel or pause future services  
    • This will send a message to the Customer and prompt them to take action. Their service will not be canceled or paused.
    • What did the customer request?
      
      • Pause until spring
      • Cancel entirely 
    • Anything else we should know?
      • This is an optional text box where you can type in any message to help us understand why the Customer requests to Cancel or Pause.
    • Selecting Pause or Cancel does not remove the job from the day's schedule. This will send a message to the Customer and prompt them to confirm the request. This will not automatically Pause or Cancel the service.
    • Select Submit to complete the flow. 

• Skip the job first before recommending a cancellation to secure a Trip Fee.

• Select Today's Jobs.
• Select the Customer.
• Select Other from the Job Details screen.
• Under the Service Scheduling Issue section, select Customer Requested Pause or Cancel.
• You will be asked What did the Customer request?
  • Pause until Spring
    • Choose this option if the Customer wants their Lawn Mowing service to be Paused.
  • Cancel entirely
    • Choose this option to completely cancel any service.
• Anything else we should know?
  • This is an optional text box where you can type in any message to help us understand why the Customer requests to Cancel or Pause.
• Selecting Pause or Cancel does not remove the job from the day's schedule. This will send a message to the Customer and prompt them to confirm the request. This will not automatically Pause or Cancel the service.
• Select Submit to complete the flow. 

• When a Pro goes to the property on the scheduled service date on the day of the Provider's window and cannot do the service on any part of the Customer's property, a Trip Fee will be automatically applied to the Pro's payout depending on the circumstances.

  • Trip Fees for return requests are always granted, regardless of whether or not the Pro has had a Trip Fee within the past 90 days.

• Check your messages from the Customer in on that job to see if there are any instructions prior to your visit.

• If a Trip Fee is not applied when you think it should have been, make sure the rest of the qualifications for a Trip Fee were met before contacting Pro Support.

• Your tier determines the number of Trip Fees that you as a Pro can receive.
  • You could go to the property and there is a chance they will not receive a Trip Fee.
    • This does not apply to Return Requests.
      • Check Tiers, Metrics & Rewards for more information.
• Your GPS must be turned on and successfully pinged before receiving a Trip Fee for obstructions.
• In cases where the Customer has provided prior notice to skip, reschedule, or cancel the service, or if you arrive at the property early without Customer approval, you will not be eligible for a Trip Fee.
• You must submit photos of the fix to receive the full Trip Fee for Return Requests.
  • Fixes completed without photos will be worth $7 less than the Trip Fee.

• If GPS is turned off, follow the steps below to turn it back on:

  • Android
    • Open your phone's Settings app.
    • Tap Security & Location. Location. If you don't find "Security & Location," tap Location.
    • Tap Mode.
    • Select a mode: High accuracy: Use GPS, Wi-Fi, mobile networks, and sensors to get the most accurate location.
  • iPhone
    • Go to Settings
    • Select Privacy & Security
    • Select Location Services
    • Turn on Location Services
• Check the GPS permissions for the LawnStarter/LawnLove app on your phone to make sure access is set to "always."

• Select the hamburger menu button on the top left corner of the screen after logging into your Pro App. 
• Choose Support from the drop-down menu.
• On the Support screen, you will have 3 options: 
  • Send a message to LawnStarter - This will allow you to send a message and upload screenshots to the Pro Email Support Team to provide you assistance with your LawnStarter/Lawn Love Pro app. 
  • Need to talk to somebody? - This will provide you with the Pro Support Team's contact number and hours of operation. 
  • Visit the Knowledge Base - This will directly bring you to the LawnStarter & Lawn Love Knowledge Base to find the answers to all your questions.