Announcement

Collapse
No announcement yet.

Business is Good

Collapse
X
  • Filter
  • Time
  • Show
Clear All
new posts

  • #16
    I am wondering if it is the customers more than it is you. Maybe there is just a larger percentage of late payers/ no payers in your group than there is in other lawn care company customer rosters.

    If that is the case, maybe the problem customers need to be replaced and that would solve it.

    Yeah, some of it is my fault too. Well, I mean I don't make it any better.

    For one, I finally spoke to a person who just admitted to being like I am. If you know what the person wants, why answer the phone?

    Sure there is a difference, as I am running a business, but, I have this HUGE problem with answering my phone, it's always some sort of favor I have to do.

    100% of my calls are for me to go out of my way for a client, "Can you come earlier" bla bla.... After awhile, you end up looking bad... It's really not fair!


    I hate answering the phone, because I personally do not want to go out of my way to make my life harder for a client who doesn't pay on time. When I answer a call, I end up feeling guilty and trying to explain my views will offend them... I can't win!

    I don't want to upset the client, but it's a lose lose. No solution other than spending money I don't have on a receptionist.


    I hate answering calls where the customer just wants to know my whereabouts, it's like they are obsessed! I come when I come, and that's usually on the day I'm hired to come on! COME ON!!!! LOL
    Last edited by CHEESE2009; 08-31-2011, 10:21 PM.

    Comment


    • #17
      Is there something you can do about not liking to answer the phone? Is there anyone else that could help you with this?
      - Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
      Download your Free trial of Gopher Lawn Care Software.

      Comment


      • #18
        Yeah, some of it is my fault too. Well, I mean I don't make it any better.

        For one, I finally spoke to a person who just admitted to being like I am. If you know what the person wants, why answer the phone?

        Sure there is a difference, as I am running a business, but, I have this HUGE problem with answering my phone, it's always some sort of favor I have to do.

        100% of my calls are for me to go out of my way for a client, "Can you come earlier" bla bla.... After awhile, you end up looking bad... It's really not fair!


        I hate answering the phone, because I personally do not want to go out of my way to make my life harder for a client who doesn't pay on time. When I answer a call, I end up feeling guilty and trying to explain my views will offend them... I can't win!

        I don't want to upset the client, but it's a lose lose. No solution other than spending money I don't have on a receptionist.


        I hate answering calls where the customer just wants to know my whereabouts, it's like they are obsessed! I come when I come, and that's usually on the day I'm hired to come on! COME ON!!!! LOL
        Do like I do
        Caller ID and Voice Mail.
        Both are well worth the extra monthly charge.
        and my police on Private #s is if you don't want me to know who's calling then I don't want to find out who is calling and I let it go it voice mail.

        Comment


        • #19
          Do like I do
          Caller ID and Voice Mail.
          Both are well worth the extra monthly charge.
          and my police on Private #s is if you don't want me to know who's calling then I don't want to find out who is calling and I let it go it voice mail.

          I agree!

          Also, a good tip of mine;

          Get all of your clients phone numbers (cell, work, home).

          If they call from anywhere but their home, 100% of the time it's because they want you to do a favor.

          If they call from home, there is a chance they have your money... From experience, every call is never about my money. LOL. Just an idea that might work for others, but not me.


          _____

          Oh crap I forgot to take a pic of this street... I couldn't do two lawns because I in NO way can get my truck and trailer through, if I could, there is no way I could get out of this street.... The construction is so bad down here!!!!!!!!!!!!!!!

          Comment


          • #20
            I also had a bi-polar picky lady that I no longer service and life has been so much better. Too many stories of me trying to be polite and she takes it wrong?

            Last year I ran over a drain cover when I was mowing, and these people you dont really want to tell them u broke something. So I replaced it for free without telling her. 2 weeks later she complained that the cover wasnt exactly the same style and she couldnt get it off. The funny part is that I put tape around the base so it would fit more snug and I wouldnt have to keep putting it back on. LOL

            Then, over the winter I plowed her driveway and sometimes she is nice but still irritating. During the huge blizzard (2 feet), I went back to customers drives a couple times to clear the entrances. She called a couple times which I guess is fine, but one time she got all emotional on me and was kinda like "Why did you come by so fast(hard, cause there was a lot of snow) and clear my entrance, you dont have a reason to be mad with me, I dont appreciate that."? I had been plowing for 25hrs at that point but I called her back and resolved it. SHOOT ME!

            Bottom line is shes gone now so life is seriously so much better. I don't know why we put up with these people when they are such small customers $$.

            Comment


            • #21
              I also had a bi-polar picky lady that I no longer service and life has been so much better.

              This post made me happy. I'm not the only one with these kinds of clients, WOOO!!!


              Now if we can avoid these kinds of clients from the start, that would be great!

              I dropped a client this year with memory problems. Every time I went to cut the grass I had to listen to his life story... it got to the point I was getting so impatient so I just finished all of his sentences.

              I know the life story of his entire family, because he has told me about 30 times. Sure I feel bad for not accepting him this year, but I'm not going through hell again.


              I wish I was smart enough to do that with the lady I accepted this year, should have used my brain and not my heart. lol... Glad she's gone though, it's just that I can't drive on certain streets now... gotta keep avoiding her.... 2 years of misery!

              Comment


              • #22
                Bottom line is shes gone now so life is seriously so much better. I don't know why we put up with these people when they are such small customers $$.
                That is really a great question.

                Is it because we feel if we lose them then we are going backwards? Or maybe that others will leave too so we have to stem the flow as soon as possible or is it something else?
                - Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
                Download your Free trial of Gopher Lawn Care Software.

                Comment


                • #23
                  That is really a great question.

                  Is it because we feel if we lose them then we are going backwards? Or maybe that others will leave too so we have to stem the flow as soon as possible or is it something else?

                  From watching the show "Kitchen Nightmares" with Gordon Ramsay, a show about helping failing restaurants succeed;

                  Basically, I watch this show to see if I am able to relate to similar issues.

                  One thing I notice, is a lot of restaurants are too scared to change because they fear of losing their current clients, even if they are about to go out of business.

                  It's the "risk" of not knowing if you can replace them. We'd rather keep the clients that make us miserable instead of dropping them and being one client short. The question is, do we really need clients like this if our business is failing because of it?

                  Like you said Steve, it feels as if we are going backwards. Dropping a client in our minds is hard to see as a positive thing, but from experience it has to be done.



                  Another restaurant offered a "bring a friend and their meal is free" deal. The place was packed every day, for the restaurant owner, he had a hard time realizing that just because he had everyone in town eating at his place, he was still going out of business because of the deal he offered.

                  "If I don't offer the deal, no one will come"

                  , I can see how upsetting that can be, but if your not making a profit out of those customers, it's time to change!

                  Comment


                  • #24
                    Those are all excellent points. I watch that show a lot too.

                    One lesson that stands out to me from that show and from the Gopher Forum is that a business does go through different stages as it grows.

                    In the first stage where you are trying to just see if your business idea will work at all, you look to get as many customers as you can, regardless of any other issues.

                    At this stage you tend not to care if you are making a profit or if you are getting beaten to death by the continuous requests and complaints your customers make. It is in this stage that most businesses fail. I think it is because they are not watching the bottom line and they are running around like chickens with their heads cut off, as they try to make everyone happy. At the end of the day, week, month, they are exhausted and the work is never done.

                    Then for those that survive the first stage, the business owner tends to get tired of certain b.s. and looks to make money at what he is doing. He starts to prune the customers who are low payers and also those that are the complainers. The business owner starts to realize there is only a finite amount of time he can work during the day and he starts to look to maximize his profits each and every day. He does this by finding higher end customers who complain the least.

                    As your business starts to grow profitable in this stage, you look to take on employees and expand out your business. Stage three begins to take place as you add employees and then look to expand again, taking on more customers. You then train your staff to make the customer happy, regardless of their requests.

                    Customers know they can screw with you if you are an owner. They will ask you to do bizarre things at no additional cost, but the funny thing is, with employees, they know the employee may say they can't perform that extra freebie, so they won't even bother asking. Having employees as intermediaries tends to filter out a lot of the customer b.s.

                    Stage 4 then occurs when you find what your optimal company size is and you repeat what you did in step 2. You focus on your ideal customers who will pay you the most and bother you the least. You also try to maximize your profits with the resources you have available at hand.

                    How does this sound? How does this compare/contrast with your operation and what would you add to this?
                    - Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
                    Download your Free trial of Gopher Lawn Care Software.

                    Comment


                    • #25
                      Customers know they can screw with you if you are an owner. They will ask you to do bizarre things at no additional cost, but the funny thing is, with employees, they know the employee may say they can't perform that extra freebie, so they won't even bother asking. Having employees as intermediaries tends to filter out a lot of the customer b.s.


                      I think that's everything in a nutshell, what spoke to me the most was what I had quoted from you. As an employee, I wouldn't be able to make deals with the clients. Unfortunately I am the owner, and I'm out doing the work.


                      One idea I just thought of was, why not make a "fake" owner... A ghost who never shows his face, haha!


                      This way I can say, "My boss would fire me"... but I am still the one who prices the jobs etc... would be tricky but I'm going to look into it!!! Almost sounds fun to create a fake person, LOL

                      Comment


                      • #26

                        I da new ohnah of da briz lon suhviss.

                        Comment

                        Working...
                        X