Lawn Care Business Forum Lawn Care Business Book Lawn Care Business Blog Lawn Care Software
Home Forum Contract & Flyer Templates Blog Software Videos Podcast Calculators / Estimators Store Mower Review Design It Yourself Lawn Business School

Go Back   GopherHaul Landscaping & Lawn Care Business Marketing Forum

» Welcome to the Gopher Lawn Care Business Forum
GopherHaul Landscaping & Lawn Care Business Marketing Forum

GopherHaul Landscaping & Lawn Care Business Marketing Forum (http://www.gopherforum.com/forum-index.php)
-   Trials & Tribulations - The drama of running a business and of life. (http://www.gopherforum.com/forumdisplay.php?f=46)
-   -   Upset Customer :( (http://www.gopherforum.com/showthread.php?t=11323)

CHEESE2009 03-18-2010 09:17 PM

Upset Customer :(
 
So I have one customer who told me to give his friend a flyer.

I put a flyer in his mailbox & no answer.

I called him not too long ago, & he tells me he saw it but his mind wasn't in the right spot, he threw it out.

He goes on telling me about how is father is in the hospital, and this guy sounded extremely hurt. His voice was so HURT, & you could hear him crying.

I felt friggen awful.

I'm here trying to get hired, & this guy is going through hell.

He treated me with great respect, & asked if I could drop off another flyer.

It's situations like this, which make me stop dead in my tracks. I just don't feel right. This poor guy, I can't imagine what he's going through.

So I told him I will be on my way to deliver another flyer, & before we hung-up I told him to, "Stay strong".

I feel like Satan. I just wish there was something I could do, but anything I can do, will cost me money.

These situations suck & make being a business owner pretty tough. You can't help but appear selfish, regardless if you aren't.

Oiy.... I don't want this guys father to die, I don't even think I could handle it, just by speaking to him over the phone my heart sank. Truly heartbreaking.

I'm a complete stranger & he opened up to me over the phone. I'll be up all night now. Frig.

jklawncare 03-18-2010 11:29 PM

Awh, Im sorry to hear about that man.

I dont know what i would do in a situation like that..maybe when i go to give him a flyer you could sit down and have a small chat with him about it..

his opening up could be a big deal and he could tell so many people about it..and im sure it wouldnt feel bad to be there for a guy when hes down..even if he is a stranger

that would be a mixed feeling for me..id feel horrible for trying to get him to buy my services but greatful i helped him out..

maybe even leave him a business card with your personal cell on the back so he feels more inclined to call you.

hell thing hey..he was a very nice person..he helped me out alot when i was going through that..he could be one of your biggest advantages for all you know..just dont push on the services quite yet..thats what i would do anyhow

let us know how it all goes

fieroboi 03-19-2010 12:38 AM

I can totally understand that feeling, had something similar with a customer a few months back. Without sounding cold, reality is crap happens all the time. The way I would look at it is, while you are looking to get hired, you are offering him a service that he probably doesn't have time to do at the moment and it is one less thing this guy has to worry about. It frees up more time for him to spend with his father without the worry of what needs doing in the yard. Not every customer hires out becuse they want to, many hire because they don't have the time or energy to deal with their yard. Your offering a service that helps get them through their week or month or year, whatever the case maybe. You might be just what they need at the moment.


Lloyd
Blue's YardFX
Camrose, AB

Steve 03-19-2010 04:00 PM

I don't know what would be best to do. Maybe give him his space, we all know what it's like to be upset about something. When we are, we don't give a crap about anything else.

Or maybe give him a free mowing and tell him you hope his father feels better soon and leave a business card if he wants to hire you in the future.

dhawk 03-29-2010 09:51 AM

I had something similar happen to me last month.

One of my customers was diagnosed with lung cancer that has metasticized to the brain.

He's a retired, combat wounded vet.
Tough guy that does not open up much.

So he calls me last month and ask if I am "in the area" and can drop by to pick up the monthly check rather than him mailing it. I could tell he just wanted someone to talk to - I imagine he does not want to upset his family/wife any more upset than they already are.

I took two hours out of my schedule for the day and just went and spent some time with him.

He started chemo and radiation, all of his hair is gone, and he is going stir crazy sitting in the house. I think he just needed to talk to someone not in his inner circle.

So I go to cut his lawn the next time and he had some reaction to meds and is unconscious on the floor. Ambulance pulls up while my rig is parked out front. I felt really bad, but glad I was there to help.

It's hard watching him battle this, and sometimes I don't know what to say.

I usually just let him do the talking. I think he really needs that right now.

Steve 03-29-2010 08:42 PM

That is a very interesting story.

It does make you wonder where does the line of business end and you have to simply just be human.

It is very kind of you to do all that.

Why do you feel has helped you handle this so well so far? What advice do you have for others trying to figure out the best way to handle this?

dhawk 03-29-2010 11:32 PM

I guess I have the distinct advantage of having been a paramedic for many years, so I am used to dealing with those type of situations.

So, did you bring him another flyer as promised?
How did it go?

I would drop the flyer as promised and ask how he is doing.

"How did things go with your father?". If it was bad, he will probably open up to you again. Let him. If his father is dying, say "I am so sorry to hear that".

If it is good news, then he might be ready to talk about business. You'll know just by how the conversation goes.

Odds are, it still is bad news since it's only been a week and a half.

It will be a little awkward, but you just let him talk.
Just open up with "How are you?"
Don't say " I understand".

Just let him do the talking.........small talk is ok and there is nothing to be scared of....just feel his pain..... and be thankful for the good things and healthy family you have.

Steve 03-30-2010 09:56 PM

Quote:

I guess I have the distinct advantage of having been a paramedic for many years, so I am used to dealing with those type of situations.
Why do you think that sometimes when people get sick, there are those around them that can still interact normally with them, while others feel uncomfortable about that?

Have you ever noticed that? Sometimes it seems like people who are ill or even depressed are shunned because others simply don't know how to handle this.

How can we improve our way of seeing such situations and dealing with such situations? What do we have to do with our mind to change our thinking to deal with this better?

Rexdale Grass 03-31-2010 12:54 AM

I have to say this is one thing that I have had a lot of my clients are all in there early 60's all the way to 92 and counting. Every one has had there ups and downs the small problems like some body broke a hip and needed the extra help. The hardest for me is when I've worked for a couple for so many years then one of them passes away but you still have them to take care of. It really the toughest thing to have to deal with but what you have to remember the job your doing for them is helping them retain the normalcy of how thing should look and have always looked. Nothing better than fresh flowers in the beds to make the day that much brighter.

You don't have to lock him into a contract but can tell him your here if he needs a hand and if you end up with a client they'll probably be the one that always offers you a beer even if it's 10 in the morning.

CHEESE2009 03-31-2010 12:57 AM

Quote:

Originally Posted by Rexdale Grass (Post 68976)
they'll probably be the one that always offers you a beer even if it's 10 in the morning.

I have that customer already, I'm not allowed to leave until I have a beer with him. Hahahaha!

Scott: It's too early for that, & I've got more lawns to do!
Customer: You know you want it...
Scott: yeahhhh :(

:p


All times are GMT -5. The time now is 11:10 PM.

Powered by vBulletin® Version 3.7.1
Copyright ©2000 - 2015, Jelsoft Enterprises Ltd.
(C) 2011 Riggs Publications - Terms of use & Privacy Policy

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
What's include in a bid?
ppl
Today 01:19 PM
Today 10:56 PM
by avetslawncare
8 119
rock salt
Bradcook21
02-24-2015 11:17 AM
Today 10:20 PM
by ExtremeLawncareServices
29 575
pros and cons on...
Wolf4dk
Today 12:26 AM
Today 10:14 PM
by ExtremeLawncareServices
6 92
tips on creating a...
BLAZIER-1991
01-08-2015 07:22 PM
Today 09:43 PM
by BLAZIER-1991
8 754
New Website
brian'slawncare
Yesterday 06:35 PM
Today 09:41 PM
by Truro
7 105
My Newborn son
avetslawncare
02-27-2015 01:07 PM
Today 09:30 PM
by S&Z Lawncare
6 124
How do YOU charge your...
Hard-Body lawn & garden
Today 09:28 PM
Today 09:28 PM
by Hard-Body lawn & garden
0 8
New Lawn Care Business
S&Z Lawncare
Today 04:13 PM
Today 09:28 PM
by S&Z Lawncare
2 55
price for snow clearing?
Bradcook21
02-25-2015 09:11 PM
Today 08:32 PM
by Bradcook21
7 239
Opinions on truck wrap
Truro
02-28-2015 04:21 PM
Today 08:03 PM
by Truro
8 192
Diesel conversion?
Just for Cuts
Today 10:59 AM
Today 06:46 PM
by Just for Cuts
2 58
Ugliest lawn contest
Steve
02-23-2015 04:17 PM
Today 04:57 PM
by Steve
5 347
Hi from the beautiful...
nwgirl
02-07-2015 06:01 AM
Today 04:45 PM
by Steve
5 640
Online Estimator
acrajchel
Yesterday 05:58 PM
Today 03:50 PM
by Steve
3 87
stubbon people
Bradcook21
02-16-2015 04:25 PM
Today 03:40 PM
by Steve
43 1,375
How to obtain more...
winkie61
02-17-2015 08:31 AM
Today 11:05 AM
by nwgirl
4 574
I'm Back With The Best...
aduttonater
02-21-2015 01:41 AM
Today 10:44 AM
by ExtremeLawncareServices
16 647
How to sell annual...
GroPro
02-17-2015 12:31 PM
Yesterday 01:46 PM
by Chilehead
8 606
Facebook
element009
03-23-2011 09:36 AM
02-27-2015 11:37 AM
by ExtremeLawncareServices
52 11,839
Blade sharpener
Just for Cuts
07-04-2014 01:31 PM
02-26-2015 03:43 PM
by Mr. Mow
15 1,778
viking cyclon.
uppercut
01-29-2015 09:12 PM
02-26-2015 02:54 PM
by Steve
5 528
Start LIKING FACEBOOK...
rlclawncare123
02-26-2015 01:06 AM
02-26-2015 02:41 PM
by Steve
1 132
Another website update
Chilehead
02-26-2015 11:24 AM
02-26-2015 12:46 PM
by Just for Cuts
3 123
New Lawn Care Service...
rlclawncare123
02-26-2015 12:49 AM
02-26-2015 02:24 AM
by ExtremeLawncareServices
1 146
Finally!
SGL1
02-22-2015 09:46 PM
02-25-2015 10:15 PM
by SGL1
13 481
leaf removal.. mulching...
facework84
08-05-2011 03:26 PM
02-25-2015 08:07 PM
by Steve
5 2,814
How many customers?
SC93
02-25-2015 12:40 AM
02-25-2015 04:59 PM
by SC93
5 256
Irrigation...
charlieallen
02-24-2015 01:16 PM
02-25-2015 02:58 PM
by Steve
6 247
use a small business...
BLAZIER-1991
12-25-2014 12:21 AM
02-25-2015 12:46 AM
by SC93
33 2,868
honest opinion please
uppercut
02-17-2015 02:30 AM
02-24-2015 07:12 PM
by homey
10 698
2nd year advice anyone
Bradcook21
02-18-2015 07:00 PM
02-24-2015 05:15 PM
by Bradcook21
14 662
need help
lawnexpers115
02-23-2015 05:36 PM
02-24-2015 02:49 PM
by Steve
3 291
Hello People
nativikee
02-23-2015 07:17 PM
02-24-2015 02:43 PM
by Steve
4 289
New member
qua ke zik 001
02-23-2015 11:24 AM
02-23-2015 03:40 PM
by Steve
1 244
New Video
Sprinkler Buddy
02-22-2015 09:18 PM
02-23-2015 03:19 PM
by Sprinkler Buddy
2 271
need help with SCAG...
apmAkron
02-23-2015 09:14 AM
02-23-2015 01:57 PM
by apmAkron
3 269
which degrees would be...
BLAZIER-1991
02-20-2015 04:46 PM
02-23-2015 01:47 PM
by Steve
9 437
Trouble logging in
avetslawncare
02-21-2015 02:06 PM
02-23-2015 01:44 PM
by Steve
1 615
John Deere Quik Track...
acrajchel
02-20-2015 03:12 PM
02-23-2015 01:40 PM
by Steve
1 306
Trimming and...
joshlawncare
02-15-2015 02:04 PM
02-22-2015 09:48 PM
by SGL1
5 640
where can i post this
zippy-phil
02-17-2015 07:58 PM
02-20-2015 02:02 PM
by Steve
7 519
These are the days on...
ExtremeLawncareServices
01-11-2015 11:41 AM
02-19-2015 04:43 PM
by ExtremeLawncareServices
29 2,687
Thumbs up or down?
lawnman1959
02-18-2015 11:40 AM
02-19-2015 01:22 PM
by Chilehead
3 437
Am I growing too fast?
Mattcrump
08-04-2011 11:54 PM
02-19-2015 12:34 PM
by Steve
11 5,237
Say Hello !!!
Steve
03-19-2007 12:18 PM
02-19-2015 12:31 PM
by Steve
1,215 372,271
Mowing 2 acres
Bradcook21
01-05-2015 03:13 PM
02-19-2015 12:23 PM
by Steve
16 1,495
FREE Custom Website...
breadcrumb
01-31-2015 10:58 PM
02-18-2015 01:32 PM
by Steve
5 1,141
Taking a step back
Billy Goat
02-16-2015 07:37 AM
02-18-2015 01:17 PM
by Chilehead
9 619
Employees
stevej
02-17-2015 05:25 PM
02-18-2015 12:47 PM
by Mr. Mow
1 425
Landscapers from hell!!
Chilehead
01-29-2015 03:55 PM
02-17-2015 07:48 PM
by ExtremeLawncareServices
9 1,047
Read more about these lawn care business marketing categories.
General Business:
GopherHaul, Podcast
How to Estimate - Services To Offer:
Aeration, Apartment / Condo, bed edging, Color Change Plantings, Dethatching, Edging, Fall Leaf Cleanups, Foreclosed Homes, Gutter Cleaning, Hardscaping, Hedge Trimming, Home Safety Inspection, Irrigation, Landscape Project, Lawn Mower Repair, Mowing, Mulch Jobs, Outdoor decoration, Parking Lot Cleanups, Pet Waste Removal, Pressure Washing, Property Management, Snow plowing, Stump Grinding, Tree Removal
How to Estimate Jobs:
Lawn Care Business:
Barter, Bikini Lawn Care, Business Failure, Business loan, Business Plan, Debt, Debt Collection, Estimate or Proposal Form, Franchise, Fuel surcharge, How to sell, Insurance, Job Tracking, Lawn Care Contract, Lawn Care Customer Survey, Lawn Care Uniform, Lawn Care Videos, Operational Costs, Overhead Costs, Prepay, Pricing, Start up, Tiger Time Lawn Care,
Lawn Care Business Books:
Lawn Care Customers:
Buying customers, Commercial Customers, Customer Retention, How to get, Residential Customers
Lawn Care Employees:
1 Man Lawn Crew, Bonus Pay, training, Your First Employee
lawn care equipment:
bed edger, Lawn Care Truck, Leaf Sweeper, Mower, New Arrival, Trailer, UltraVac
Lawn Care Marketing:
Billboard, Brochure, Business Card, Community Projects To Promote Your Business, Coupons, Cross Promotion / Synergy, Direct Mail, Door hanger, door to door, Free Giveaway Contest, Free Lawn Care Flyer Template, Gift or Discount Cards, home show, Internet, Lawn Care Business Sales Letter, Lawn Care Logo, Lawn Care Marketing, Lawn Care Truck & Trailer Signs, Lawn Care Website, Lawn Signs, Magazine Ad, Magnets, Mailing list, Marketing on Craigslist.com, Newspaper Ads, Parade, Postcards, publicity stunt, Referrals, Review My Lawn Care Marketing Material, t-shirt, Welcoming Kit, Word Of Mouth
Seasonal Promotion Ideas:
4th of July, Armed Forces Day, Christmas, Election Day, Fall, Halloween, Memorial Day, Spring, Summer, Valentine's Day, Veteran's Day, Winter:
Software:
Estimation Software, Landscaper Software, Landscaping Business Software, Landscaping Estimate Software, Landscaping Software, Lawn Care Business Software, Lawn Care Estimating Software, Lawn Care Software, Mowing Software
Uncategorized:
Video:
Website:
Search Engine Optimization
» Lawn Care Business Discussion Categories
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 11:10 PM.


(C) 2011 Riggs Publications - Terms of use & Privacy Policy

All times are GMT -5. The time now is 11:10 PM.

(C) 2011 Riggs Publications - Terms of use & Privacy Policy