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View Full Version : To Give or Not To Give


mortonslawn
01-31-2010, 04:43 AM
Last year, when grass season was almost over, I sent letters out to all my customers pretty much telling them that if they sign up for lawn care next year (this year), that they'll receive 3 free cuts. I gave them all until December 31, 2009 to sign up. Well, at the beginning of December, I sent out another letter as a reminder to sign up and get 3 cuts free. No one signed up, but I had one customer keep telling me, "see you next year!" He really liked my work and liked me. He was a very good customer, and I've even did little extras for all my customers now and then. Since the guy said "see you next year", should I still give him the 3 cuts free even though he didn't sign up. It wasn't a contract that they were going to sign - well, maybe it was, but all it was basically going to say is that they were signing up for grass detail for 2010 from my company, and they would receive 3 cuts free. I know the benefits of a company having a contract, but the people really don't want to be tied into that. One screw up and I'm gone! I am just kind of going with the flow. I've had coupons out the wazoo, and no one has used them. All they had to do was give them to me. Do you think that maybe they feel sorry for me because I'm a girl doing all that work? Most of the work I do alone because I can handle it. I have help when I know I'll need it, but do people really feel that way??? I hope not. I need some opinions on this. I'm really confused. Help!

MikeO
01-31-2010, 06:54 AM
I know this is a bit older but,..

The question for the individual since he didn't hand anything out is he doesnt expect to get 3 free cuts maybe?. Nice jester but maybe he is ok with paying and not receiving anything for free. And maybe in the past i dont know his story but, has had some bad experience before? Like you and just wants to pay. Resedential accounts are different then commercial, they have a different mentality. Im in the same position.

Steve
01-31-2010, 10:13 PM
If the offer was, 3 free cuts if you resigned, and he didnt resign, then i would think he wouldnt get the free cuts.

He seems to be trying to keep his options open while you are trying to confirm which customers are going to be with you next year.

What is your view on this after thinking about it a bit?

biodale
01-31-2010, 11:22 PM
Be careful about giving away services for free. I try to price my services fairly so I don"t have the markup to give away services. However if your original offer was 3 free cuts if they signed up I would honor my offer. Once that offer has expired you are under no further obligation. I try not to be a hard *** with my clients.

I might say something like this. "That offer has expired but because you are a good customer I will honor it for you." That makes the customer fee like he is special. You still have a customer for the year. Does it rally matter just because he didn't sign a contract by the given date?

Don't do the free cuts at the first of the season. Offer one free cut in July, one in August, and one in September. You don"t want the customer to leave after he gets the free cuts and you don"t want to be almost a month without any income.

I try to do what I would like someone to do for me. Do what you think you should do. I'm sure you will do well.

mortonslawn
02-01-2010, 05:39 AM
He was a really good customer, always appreciated what I have done, paid on time, and liked my quality of work. The first day I met him, I was out cutting my tiny lots with my push mower. He called and asked a price, I gave him the price, and he told me to go do the job. Since I didn't have my big mower, I had to use my push mower, and then pick up all the grass clippings. I was at his house longer than I needed to be, but it was the first time and one of my first customers. When he and his wife came home, I was still there, and you would have thought I'd given him a million dollars. We walked around the yard a bit, and I showed him all that I've done. He was very happy with it, and he asked me where I was before so he wouldn't have to do all this work. He said at the end of the season that he was glad to have me, and wished he'd had me sooner, and said "see you next year". I'm going to wait until February (now), and call all my customers and see if they would like our services again this year. I'll let you know what he says.

I hope he stays with me, and if he doesn't, I'll ask him why?

Steve
02-01-2010, 08:15 AM
I hope he stays with me, and if he doesn't, I'll ask him why?

That's a good idea! It will help you improve your service!