Lawn Dawg Cultivates Commitment to Customer Service

Forecasts & InsightsJuly 21, 2016

​Lawn Dawg doesn’t consider itself, first and foremost, to be a lawn care company. Instead, founder and president Jim Campanella describes it as a customer service company that happens to do lawn care – which he says is an important distinction to customers.

Campanella saw customer service as a key point of differentiation in 1997 when, as a 15-year industry veteran of the lawn care industry, he decided to go into business for himself. He opened a small office near Nashua, New Hampshire, equipped with little more than a telephone and phone directory to begin pitching his services.

“Most lawn service companies at that time were either focused on products or marketing,” he recalls. “What was missing was a major player in the industry that focused on customer service.”

Then, as now, customer satisfaction is the company’s primary mission, supported by quality products and dedicated professionals who promise to respect every property as it if were their own. Other components of Lawn Dawg’s 10-point “Customer Care Commitment” include leaving every property in better condition than they found it, providing detailed comments, instructions and recommendations after every treatment, and always maintaining clean uniforms, trucks and equipment.

Over the years, it has been an impressive formula for success, fulfilling Campanella’s vision of becoming the premier lawn service company in the Northeast. Today, Lawn Dawg operates 10 branches, serving more than 25,000 customers throughout southern New Hampshire, eastern Massachusetts, and parts of New York, Connecticut and southern Maine.

Marking its 20th anniversary in 2016, the company’s services include lawn care, landscaping, tree and shrub service and pest management for residential and commercial customers.

“We’re focused on doing a great job, providing great service and great results,” he says. “The minute we get to the point that it’s more important to get on and off that lawn and grow the business, it’s time for me to rethink the future of Lawn Dawg.”

Campanella noted that Lawn Dawg’s relationship with equipment suppliers is also vital to the company’s mission. “To deliver the great service we promise our customers, we must have the best, most reliable equipment,” he said. “We view our equipment suppliers as partners in our business, not just suppliers or vendors. These relationships are crucial to our success.”

Campanella also has been active in the industry, serving as president of the Professional Lawn Care Association of America and the Massachusetts Association of Lawn Care Professionals. He also has played a leadership role in his community as a member of the Rotary Club of Nashua West, serving as their president in 2006/2007, as well as on the board of directors for the YMCA.

Learn more at www.lawndawg.com.


Jim Campanella, Founder and President of Lawn Dawg

​Top Photo: Members of Lawn Dawg participated in the 20th anniversary of the annual Renewal & Remembrance project at Arlington National Cemetery in Washington, D.C. Over 400 members of the National Association of Landscape Professionals (NALP) volunteered their time and donated resources for the industry’s largest day of service in the country, beautifying some of our nation’s most sacred grounds.​