Lawn Doctor group 934 — Service Assistant tenant 762196
This is a review of everything Lawn Doctor has configured to go out to customers automatically from RealGreen: estimate follow-up (AMA), before/after-service notifications, invoices, statements and the collections ladder. Nothing was changed. Customer names and email addresses are partially masked.
The automated customer communications are being generated but not delivered. RealGreen is creating after-service emails on schedule — they appear in each customer's Letters history — but they never reach an inbox. Across the two accounts sampled, 14 after-service emails were generated and 0 were delivered. Customer Notification History is empty on every record checked.
This tenant is a five-branch group: 1316, 1547, 1722, 1868 and 1996. Kalamazoo is branch 1316, but almost every setting below is marked All Branches, so changes affect all five locations.
The SS_After Service Email template is the most frequently triggered item in the
system. It fires after each service visit and is written into the customer's Letters history.
It does not appear in Email History, which is the record of what was actually transmitted.
The orange bars are every email either customer has ever received — receipts and prepay letters. None of them is an after-service email. The true after-service delivered count is zero in both cases.
| Account | Letters on file | After-service generated | Emails delivered | After-service delivered | Notification history |
|---|---|---|---|---|---|
| #119306 (Mark R.) | 12 | 9 | 2 | 0 | empty |
| #117783 (Angela C.) | 18 | 5 | 4 | 0 | empty |
Account #119306 has nine SS_After Service Email entries dated 21 Apr, 22 Apr,
30 May, 2 Jun, 15 Jun, 16 Jul, 28 Jul, 20 Aug and 16 Sep 2026 — each stamped
Printed By: Bryan Sallmen "Owner". Email History for the same customer contains two
rows, both dated 13 Apr 2026, sent from group934@lawndoctor.com. Customer
Notification History reads No data.
| Module | State | What it controls |
|---|---|---|
| Customer Notifications | Disabled & hidden | Turns before/after-service, invoice and payment-reminder letters into real sends |
| Communication Center | Disabled & hidden | Campaign and sequence delivery |
| Forms | Disabled & hidden | Form tracking and capture |
| Owner mailbox connection | Not connected | Account Settings shows an unconsented "Connect Your Email Account" prompt |
| Company SMTP | Configured | Microsoft 365 OAuth, smtp.office365.com:587 |
The transport is configured at company level, but delivery depends on a per-user Microsoft 365 consent that has lapsed — the dashboard shows a standing "Please re-authenticate your email… Your email connection has expired or either invalid" banner. With the notification module switched off on top of that, generated letters have nowhere to go.
The Microsoft OAuth Secret Key is rendered in plain text in an unmasked field on Settings → Company General Setup, visible to anyone with settings access. Worth rotating and reviewing who holds that permission level.
The entire automatic AMA configuration is three dropdowns on Settings → General Setup – Documents/Letters.
| # | Estimate status | Letter assigned | Assessment |
|---|---|---|---|
| 2 | Gave Estimate – See | SS_Estimate No Contact | Duplicate of #3 |
| 3 | Gave Estimate – No See | SS_Estimate No Contact | Duplicate of #2 |
| 4 | Pitched – Not Sold | SS_UpsellEmail_Mosquito | Wrong audience |
| — | Estimate Requested | nothing assigned | Gap |
| — | Estimate Printed | nothing assigned | Gap |
Someone who received a lawn-care quote and did not buy is the highest-intent audience in the database. They currently receive a mosquito-control email built around Zika and West Nile virus — and because all four offer lines on that template are blank, it carries no offer and no discount. Statuses 2 and 3 meanwhile share one template, despite describing opposite situations: one is a customer you spoke to, the other is one you never reached.
Separate from the delivery problem, the content of the service-cycle templates is working against itself.
| Template | Offer carried | Problem |
|---|---|---|
SS_After Service Email |
none | Body is only a continuous-service disclaimer. No review ask, no NPS link, no summary of work done, no upsell. The highest-engagement moment of the season says nothing. |
SS_Before Service Email |
Come Back and SAVE 50% Off One Service | A win-back offer on a pre-service notice to an active customer already on the schedule. |
SS_NonService Email |
Come Back and SAVE 50% Off One Service | Rain-out apology carrying the same win-back discount. Apologises to an active customer and hands them 50% off. |
"For your convenience, service continues from season to season. For a change in service,
please call our office."
— the complete body of SS_After Service Email
| Setting | Value | Note |
|---|---|---|
| Invoice Days Until Due | Empty | No payment terms stated on invoices |
| Statement Days Until Due | Empty | No payment terms stated on statements |
| Print Overdue Message | On | Chasing a due date that was never set |
| NPS on invoices | On | |
| Print Service Feedback on statements | Off | Inconsistent with invoice settings |
| Invoice Printing default year | 2025 | Estimate Printing defaults to 2026 — verify before the next run |
| Residential invoice suppression | balance older than 45 days | unless owed ≤ $29.00 |
| Commercial invoice suppression | balance older than 90 days | unless owed ≤ $100.00 |
| Interest / statement fee | 1.50% per month / $0.00 | min interest $1.00 |
Invoice options switched on: service feedback on reprints, logo, URL, name, phone, address, remit barcode, credit card panel, overdue message, driver initials, payment request message, continuous service message, "please have technician call me", assign to technician, NPS, print email. Switched off: property dimensions, customer signature, hide payments, no reverse print.
The aging buckets and the collection letter set line up correctly. The copy is genuinely good. Nothing runs it automatically.
| Bucket | Letter | Residential | Commercial |
|---|---|---|---|
| 15 days | Collection Letter 16-30 | Flagged | Not flagged |
| 30 days | Collection Letter 31-45 | Flagged | Not flagged |
| 45 days | Collection Letter 46-60 | Flagged | Not flagged |
| 60 days | Collection Letter 61-90 | Flagged | Flagged |
| 90 days | Collection Letter 91-120 | Flagged | Flagged |
| 120 days | Collection Letter Over 120 | Flagged | Flagged |
Commercial accounts receive no collection action until 60 days past due — the first three buckets are unflagged for commercial while residential is flagged on all six. The ladder is driven by the manual Letters and Statements wizards, not by a schedule. There are 64 collection codes on file, essentially all stock TSI/APR agency codes, with Available unticked throughout.
The library holds 131 templates. Complete sequences sit fully written and entirely unwired, because the module that would send them is off:
SS_Estimate No Contact #2 / #3 / #4 — the follow-up cadence after the first touchSS_Payment Reminder #1–4, in three separate variantsSS_Renewal Notification #1–4SS_CCExpiring #1–4 — card-expiry savesSS_Reject and SS_Cancel reason-specific setsLD_Upsell* family
Housekeeping also present: COVID-19 AMA newsletters still live in the library, a template
named simply f, and a template named Cancel assigned to
No Branches.
While RealGreen generated nine undelivered after-service emails to account #119306, the Denaro text message reached him. Both sampled accounts show recent Denaro-sourced contact in their call logs.
"Hi Mark, thanks for choosing Lawn Doctor. How did your service go recently? We would love to
hear how everything looks."
— call log, account #119306, 17 Sep 2026
"Thanks so much for your purchase, Angela! You are all set. If you want to change or adjust
anything about your order, please feel free to call Lawn Doctor."
— call log, account #117783, 16 Sep 2026
SS_Before Service Email and SS_NonService Email. Active customers should not be handed 50% off.SS_After Service Email to do a job: what was done today, what to expect, and a review ask.A consolidated list of what actually causes a letter to be produced today. Every item below generates a letter record against the customer; none of them currently results in a delivered email.
SS_After Service Email
— by far the most frequent trigger in the system. Observed 9× on account
#119306 and 5× on #117783 across the 2026 season. Carries no offer and no review ask.SS_Confirmation / Prepay
— observed on both sampled accounts (16 Sep and 15 Sep 2026).SS_Renewal Notification #1
— observed once (account #117783, 6 Feb 2026). Only step #1 of the four-part
sequence is in use; #2–#4 sit unwired.
Worth confirming whether this is trigger-driven or part of a renewal batch.SS_Estimate No ContactSS_Estimate No Contact
(same letter as status 2)SS_UpsellEmail_Mosquito
(wrong audience, and the template carries no offer)These three are the complete AMA configuration. Neither sampled customer had reached one of these estimate statuses, so the mapping was read from Settings rather than observed in a letter history.
Every trigger listed here produces a letter. With Customer Notifications disabled and the owner mailbox disconnected, none of them produces a sent email. The only messages reaching customers today are receipts, prepay letters, and Denaro's SMS.