View Full Version : Customer Postpones Service

Totally Green
07-31-2008, 12:49 PM
We're been having a drought in our area for the past few weeks. How should I handle customers who wait until we arrive at their home to mow before they tell us they don't want the service now?

07-31-2008, 05:03 PM
Can you trim their bushes and shrubs? Blow off their sidewalks, rake out their flower beds, etc. Try to do as many things as you can to make up for a service.

07-31-2008, 08:12 PM
Just ask them If there is anything else that they may need done.
let them know you made the trip and it would be nice to be compinsated for your efforts, your not looking for free money but there has to be somthing else that needs to be done durring a drought.

07-31-2008, 10:05 PM
Hi Gary,

I absolutely feel for you with this situation. It's my view that if you come up with a policy and let your customers know what it is, then you will have something to work with.

They shouldn't cancel the same day you get there. That is wrong and it costs you money.

Why not come up with a policy and send them all a letter and include it in your future contracts.

What kind of policy would you like to implement?

Totally Green
08-01-2008, 10:15 AM
Thanks to everyone for your advice. I think I can use something from each of you. Thanks Again.

Totally Green
08-01-2008, 10:19 AM
Attached is a letter I drew up to send to my customers. Would appreciate your comments.

08-01-2008, 10:22 AM
Gary that is excellent! Nice work.

08-02-2008, 06:01 PM
Wow, that letter is good. It's very professional, with tons of great verbiage.

08-02-2008, 09:24 PM
My policy is 7 days minimum before the next cut

08-02-2008, 09:28 PM
for some reason, I can't pull it up :confused:

08-03-2008, 08:22 AM
it gave me a permission error when i tried to save it the first time, just click retry and it should work.

Totally Green
08-04-2008, 12:11 PM
Hi quickcleanlawn,
I'd be happy to send the letter to you in a different format. Let me know.