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 08:17 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 10:29 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 03-18-2010 11:38 PM

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 03:00 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 08:51 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 07:42 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 10:32 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 08:56 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 03-30-2010 11:54 PM

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 03-30-2010 11:57 PM

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 09:50 PM.

Powered by vBulletin® Version 3.7.1
Copyright ©2000 - 2014, Jelsoft Enterprises Ltd.
(C) 2011 Riggs Publications - Terms of use & Privacy Policy

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Walk Behinds and Texas...
SGL1
Yesterday 03:53 PM
Today 09:33 PM
by Just for Cuts
4 98
Say Hello !!!
Steve
03-19-2007 11:18 AM
Today 08:33 PM
by kurtwin
1,187 331,032
Sod
RosalesLawnCare
Today 03:47 PM
Today 03:47 PM
by RosalesLawnCare
0 33
Help pricing cut down 7...
Bradcook21
Yesterday 11:17 PM
Today 03:16 PM
by jrs.landscaping
4 92
Stihl engine isn't...
Marcintosh
08-12-2014 08:30 PM
Today 02:46 PM
by Just for Cuts
9 350
Exmark Lazer Z S-Series...
BLC7
08-22-2014 10:18 AM
Today 02:00 PM
by stevef1201
6 201
Lawn needs top soil What...
jymie
Yesterday 11:01 AM
Today 12:43 PM
by Steve
3 105
Softball field
kslawn
08-15-2014 09:28 AM
Today 07:02 AM
by kslawn
15 473
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
Yesterday 04:21 PM
by ExtremeLawncareServices
110 6,458
How do I approach...
Bradcook21
08-21-2014 01:48 AM
Yesterday 05:08 AM
by Billy Goat
12 381
Tender Process
M2Dave
08-24-2014 12:31 PM
08-25-2014 04:14 PM
by Steve
2 128
Grass hopper mower
ExtremeLawncareServices
12-05-2013 08:51 AM
08-25-2014 04:02 PM
by Steve
26 3,747
Need help pricing basic...
Bradcook21
08-22-2014 01:21 AM
08-22-2014 01:05 PM
by Steve
2 182
Yearly contract Pricing
jrob0691
08-21-2014 08:57 AM
08-22-2014 01:01 PM
by Steve
6 243
yearly contract help...
jrob0691
08-21-2014 04:09 PM
08-22-2014 12:48 PM
by Steve
1 137
Pampas bushes
Bradcook21
08-22-2014 01:30 AM
08-22-2014 07:17 AM
by grassdoctore
1 118
2014 Gie-expo
ExtremeLawncareServices
08-19-2014 11:22 PM
08-21-2014 08:50 PM
by phlawncare
2 165
Fuel Can Spouts
Shark1611
08-16-2014 09:09 AM
08-21-2014 08:23 PM
by SGL1
11 396
Have you ever had to...
SouthernRootsLawnCare
07-26-2014 02:41 PM
08-21-2014 05:03 PM
by stevef1201
6 668
Hello
M2Dave
08-21-2014 12:32 AM
08-21-2014 01:38 PM
by Steve
1 117
New Landscaping Business
rekon32
08-16-2014 02:26 PM
08-21-2014 12:33 PM
by SouthallMowing
8 451
Downed Tree Chop Bid
WesleySnips
08-16-2014 03:47 PM
08-20-2014 01:44 PM
by SGL1
10 425
60 inch honda/bunton...
pblawncare
08-17-2014 11:30 AM
08-18-2014 03:19 PM
by Steve
2 185
Replacement Parts -...
nicholas-KC
08-16-2014 08:40 AM
08-18-2014 03:16 PM
by Steve
4 280
Preparing the soil
Billy Goat
08-16-2014 06:18 PM
08-18-2014 03:01 PM
by Steve
1 192
What to pay help
phlawncare
08-04-2014 08:33 PM
08-18-2014 10:33 AM
by jrs.landscaping
29 1,006
Hello
Jeff1
08-07-2014 11:18 PM
08-15-2014 11:53 PM
by Jeff1
11 495
Lie #2 RESIDENTIAL...
ExtremeLawncareServices
01-06-2014 05:02 AM
08-15-2014 01:46 PM
by mattthelawnguy
54 6,567
Need help 30 HP koler...
Shady Grady
08-01-2014 03:31 PM
08-15-2014 08:46 AM
by kslawn
18 677
New Boomless Sprayer!
BlackRain75
01-03-2014 01:01 PM
08-14-2014 02:37 AM
by BlackRain75
12 1,845
first year update
cmdlawncare
08-12-2014 05:41 PM
08-13-2014 03:29 PM
by Steve
1 289
Hello from Jacksonville,...
JM Lawn Care
08-10-2014 07:15 AM
08-13-2014 07:04 AM
by Sprinkler Buddy
9 395
Hello everyone new to...
maddyandrays
08-11-2014 04:51 PM
08-12-2014 08:58 PM
by Shark1611
2 241
Walk behinds
hpruitcei
08-07-2014 06:28 PM
08-12-2014 02:35 PM
by mattthelawnguy
7 507
New name help
stevef1201
08-10-2014 04:27 PM
08-12-2014 12:03 PM
by Steve
6 391
my little green dilemmas
Lawn Techie
08-03-2014 11:47 AM
08-11-2014 01:20 PM
by Steve
7 499
what the best...
CleanCutsLLC
08-02-2014 01:02 AM
08-11-2014 01:16 PM
by Steve
6 519
Texas lawn care company...
Livingston Lawn Care
07-25-2014 11:29 AM
08-11-2014 01:19 AM
by ExtremeLawncareServices
13 787
Covering all the bases
janslawncare
08-08-2014 10:11 AM
08-08-2014 01:41 PM
by Steve
1 331
New from Florida
ADE
08-06-2014 08:40 PM
08-08-2014 01:32 PM
by Steve
4 407
JOB - Landscape Install...
janslawncare
08-08-2014 10:06 AM
08-08-2014 10:06 AM
by janslawncare
0 289
Battery power tools or...
Steve
08-07-2014 12:24 PM
08-07-2014 05:18 PM
by mattthelawnguy
2 295
My client just told me...
Greg'slawnandlandscape
08-04-2014 08:39 AM
08-06-2014 11:14 PM
by grassdoctore
12 639
Illegal spraying
GoGreenerKS
07-04-2014 09:11 AM
08-06-2014 02:03 PM
by Steve
13 1,273
Mowing the hills
EyeCatchersNow
07-08-2014 12:22 PM
08-06-2014 01:40 PM
by Steve
20 1,495
Crop Rotation Techniques...
eastsidelandcare
07-17-2014 03:47 PM
08-06-2014 10:29 AM
by eastsidelandcare
5 684
Late charge
Simon Abousaada
07-30-2014 07:23 PM
08-05-2014 06:46 PM
by TheBeast
12 900
buy out a lawn care...
rvezakis
08-05-2014 01:38 PM
08-05-2014 06:40 PM
by TheBeast
10 629
Please help
unitedlawncare48867
03-26-2014 08:29 PM
08-05-2014 05:27 PM
by TheBeast
27 1,701
Help with Estimate
donslawns
08-02-2014 09:10 AM
08-05-2014 02:24 PM
by Steve
6 568
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 09:50 PM.


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

All times are GMT -5. The time now is 09:50 PM.

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