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)
-   General Talk (http://www.gopherforum.com/forumdisplay.php?f=21)
-   -   Customer claims you ruined their lawn (http://www.gopherforum.com/showthread.php?t=18332)

Billy Goat 03-20-2013 04:45 PM

Customer claims you ruined their lawn
 
I hope this never happens to me but, what if a customer claims I ruined their lawn because they believe it was due to me mowing. There are tons of reasons why lawns have bare spots, brown spots, weed infestation, and other lawn problems especially during drought conditions.

I was wondering if any of you have been in this situation and how you deal with the customer?

SNethercutt 03-20-2013 06:50 PM

Send them a contract by mail certified. They don't have to sign it.

It should say your not responsible for turf or plant conditions outside the scope of work.

That means if its not in your contract to treat and diagnose fungus and infestations, its not your problem.

Scope of work is a basic outline of your duties.

warbuff 03-21-2013 04:20 AM

Quote:

Originally Posted by SNethercutt (Post 123916)
Send them a contract by mail certified. They don't have to sign it.

It should say your not responsible for turf or plant conditions outside the scope of work.

That means if its not in your contract to treat and diagnose fungus and infestations, its not your problem.

Scope of work is a basic outline of your duties.

This is straight out of my contract, and I go through it with my customer before they sign...

ML Landscaping is not responsible for:
• Death or decline of plant materials due to improper selection, placement, planting, or maintenance before the time of this contract.
• Damage due to improper irrigation components in existence at the time of contract execution.
• Exposed cables/wires or sprinkler components/lines normally found below the surface of the lawn.
• Flooding, storm or wind damage.
• Disease or damage to lawns or landscape plants caused by pests, drought or inclement weather.
• Damage caused by any item hidden in the landscape and not clearly guarded or marked.
• Damage due to vandalism.
• Any damage of items left on turf areas.

Just to cover my basis avoid a situation whre something like this might come into play, I do a per-inspection of the property prior to the first service, this way I can alert management to any problems and deal with them accordingly. This comes off incredibly professional and because I showed them the issue before they knew there was one I come out smelling like roses.

Billy Goat 03-21-2013 04:51 AM

Quote:

Originally Posted by warbuff (Post 123935)
Just to cover my basis avoid a situation whre something like this might come into play, I do a per-inspection of the property prior to the first service, this way I can alert management to any problems and deal with them accordingly. This comes off incredibly professional and because I showed them the issue before they knew there was one I come out smelling like roses.

This is another good reason not to quote a price without seeing the property first. You can point out existing issues or concerns before the customer claims you at fault after the fact. Much like renters doing a walk through before they sign a lease.

patrick6411 03-21-2013 08:20 AM

Quote:

Originally Posted by warbuff (Post 123935)
This is straight out of my contract, and I go through it with my customer before they sign...

ML Landscaping is not responsible for:
Death or decline of plant materials due to improper selection, placement, planting, or maintenance before the time of this contract.
Damage due to improper irrigation components in existence at the time of contract execution.
Exposed cables/wires or sprinkler components/lines normally found below the surface of the lawn.
Flooding, storm or wind damage.
Disease or damage to lawns or landscape plants caused by pests, drought or inclement weather.
Damage caused by any item hidden in the landscape and not clearly guarded or marked.
Damage due to vandalism.
Any damage of items left on turf areas.

Just to cover my basis avoid a situation whre something like this might come into play, I do a per-inspection of the property prior to the first service, this way I can alert management to any problems and deal with them accordingly. This comes off incredibly professional and because I showed them the issue before they knew there was one I come out smelling like roses.

I want a copy of your contract, sounds like you have all angels covered. Sound advice!!

The Cleaning Doctor 03-21-2013 08:55 AM

IF it gets to the point where you are being accused, it is time to turn them over to the pros at your insurance company to handle.

Steve 03-21-2013 12:21 PM

Quote:

what if a customer claims I ruined their lawn because they believe it was due to me mowing.
Things can get very messy in the field, especially when you aren't insured. There have been members on here who ran larger multi-truck operations that had to close shop because of mistakes that happened in the field and the lawsuits that followed.

It is important to find out what is going on and work with a customer to resolve it. If a situation blows up and there is no more communication and you get sued, the ability to resolve the situation is taken out of your hands and largely placed in the hands of others.

warbuff 03-21-2013 01:04 PM

ugh "per-inspection" should be pre-inspection.

Anyway, its common sense really, you don't want to be held liable for something that you didn't do and should be compensated to fix.

Pre-Inspections will give you the opportunity to avoid issues before you start (especially if you see something you know would come up later). Your customer knows immediately your not going to screw around, it allows you to establish a common ground and have good communication from the start. You'll also be able to gain extra billables if they decide to have you fix issues that arise. Its a win win in my mind...

Another important piece to my contract, stats how work outside the scope of the contract will be handled.

"Additional Work: Any additional work will be done based on customer request. An estimate will be provided for all work requests and must be approved by designated account manager prior to commencement. Labor rate for additional work is $35 per man hour, and $55 per man hour of site supervisor + materials and all applicable taxes."

;) Always try to have your repair work be time & materials, this way if something unexpected arises your covered for your time invested, especially if you have to re-negotiate or if the repair is more of time and resource kill then you expected...

LawnBoy0311 03-21-2013 01:40 PM

I think the absolute last resort would be to shove a contract down their throat. If/when they call/email, schedule a meeting to visit with them in person. Never try to solve over the phone.

Listen to them, don't be the first to try to explain everything. Have them show you around, let them complain to you and tell you how much you suck. Listen some more, act like you care.

After the complaining is over, explain your case. Did they fertilize or hire someone to fertilize? Explain your situation. Explain that over the X amount of customers you have, this is the only problem you've encountered. Explain, and explain some more. Make sure they understand it.

If all else fails, show the contract. Keep in mind, when showing contracts, you will upset them pretty bad-consider the customer gone. Try to save them first. Some people are crazy, some just want to ask you a question but want to see your face. Be confident in what you do, and be ready for anything when you meet with them.

warbuff 03-21-2013 02:37 PM

Quote:

Originally Posted by LawnBoy0311 (Post 123976)
I think the absolute last resort would be to shove a contract down their throat. If/when they call/email, schedule a meeting to visit with them in person. Never try to solve over the phone.

Listen to them, don't be the first to try to explain everything. Have them show you around, let them complain to you and tell you how much you suck. Listen some more, act like you care.

After the complaining is over, explain your case. Did they fertilize or hire someone to fertilize? Explain your situation. Explain that over the X amount of customers you have, this is the only problem you've encountered. Explain, and explain some more. Make sure they understand it.

If all else fails, show the contract. Keep in mind, when showing contracts, you will upset them pretty bad-consider the customer gone. Try to save them first. Some people are crazy, some just want to ask you a question but want to see your face. Be confident in what you do, and be ready for anything when you meet with them.

I agree with you, this is a good way to handle it after a complaint is made. I still maintain that preventive dilligence before you begin a contract will save you a headache time and time again. A inspection or walk through if you will before you have started a new contract where conditions are noted and signed of on in advance by their rep is the way to go. Avoids all this he said she said crap, and keeps your hands clean of someone's short comings..


All times are GMT -5. The time now is 01:59 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
Mow and leave cleanup bid
SGL1
Yesterday 07:28 PM
Today 01:44 PM
by jrs.landscaping
3 57
Need input on a bid
phlawncare
07-28-2014 08:51 PM
Today 01:37 PM
by jrs.landscaping
5 121
New from Texas
Livingston Lawn Care
07-25-2014 11:17 AM
Today 01:03 PM
by Steve
5 168
Building credit
Matther777
07-27-2014 05:20 PM
Today 12:36 PM
by Steve
10 186
Single tree, mow customer
WesleySnips
06-27-2014 10:12 AM
Today 12:31 PM
by Steve
17 692
Formulas Used
BaileynSamsMum
Yesterday 06:40 AM
Today 12:19 PM
by Steve
3 90
Spreading Weeds?
WesleySnips
07-27-2014 09:46 PM
Today 06:29 AM
by kslawn
5 142
Will summer ever come
ExtremeLawncareServices
Yesterday 08:27 AM
Yesterday 08:29 PM
by SGL1
5 98
From Concord NC
SouthernRootsLawnCare
07-26-2014 02:34 PM
Yesterday 02:28 PM
by Steve
3 99
Have you ever had to...
SouthernRootsLawnCare
07-26-2014 02:41 PM
Yesterday 02:28 PM
by Steve
4 157
Echo Edger 'Neutral'
WesleySnips
07-25-2014 05:28 PM
Yesterday 02:25 PM
by Steve
4 151
Left handed edging with...
SGL1
07-23-2014 08:59 PM
07-28-2014 07:39 AM
by SGL1
15 348
Echo PE 266 edger
stevef1201
07-01-2014 01:28 PM
07-27-2014 10:14 PM
by WesleySnips
5 357
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
07-27-2014 01:21 PM
by ExtremeLawncareServices
80 4,697
Texas lawn care company...
Livingston Lawn Care
07-25-2014 11:29 AM
07-27-2014 08:16 AM
by Just for Cuts
7 198
need some help geting...
dalvan0
07-13-2014 09:28 PM
07-26-2014 04:39 PM
by BLC7
7 352
new trailer help
mattthelawnguy
07-11-2014 08:21 PM
07-25-2014 06:31 PM
by mattthelawnguy
13 536
You know it;s gonna be a...
stevef1201
07-25-2014 08:50 AM
07-25-2014 01:34 PM
by Steve
1 106
Customer letters
kslawn
07-23-2014 06:17 AM
07-25-2014 01:20 PM
by Steve
5 238
Got my first lawn job...
SGL1
06-11-2014 09:19 PM
07-24-2014 07:09 PM
by SGL1
29 1,305
Need help determining...
Jbss861
07-20-2014 02:33 PM
07-24-2014 01:11 PM
by Steve
13 417
Should I ?
googus
07-22-2014 04:06 PM
07-24-2014 12:10 PM
by Steve
4 256
My First Apartment...
SSLCtn
05-26-2014 10:17 PM
07-24-2014 06:46 AM
by kslawn
15 934
Crop Rotation Techniques...
eastsidelandcare
07-17-2014 03:47 PM
07-24-2014 06:38 AM
by kslawn
3 237
Selling lawns like...
eastsidelandcare
07-17-2014 03:51 PM
07-24-2014 06:28 AM
by kslawn
3 289
Scag new "Eliminator"......
ExtremeLawncareServices
07-20-2014 10:45 AM
07-23-2014 05:37 PM
by Just for Cuts
9 339
need professional advice...
Fiddlers_green
07-20-2014 07:21 PM
07-23-2014 12:42 PM
by Steve
3 236
new to me box truck
jrayb39667
03-06-2014 10:20 PM
07-23-2014 12:40 PM
by Steve
15 1,452
Lawn Service back in...
LawnCareMan280
07-18-2014 09:00 PM
07-23-2014 11:48 AM
by Steve
4 268
Overspray?
stevef1201
07-21-2014 04:20 PM
07-23-2014 11:39 AM
by Steve
3 175
Hello Everyone! Newbie...
SLKlawn
07-17-2014 06:22 PM
07-22-2014 01:53 PM
by Steve
6 319
Proper height for lawn
rob lederhilger
05-26-2014 08:01 AM
07-21-2014 02:53 PM
by LawnDoctor
9 683
Blade sharpener
Just for Cuts
07-04-2014 12:31 PM
07-21-2014 01:48 PM
by Steve
9 546
What's my business worth?
Chaz
07-16-2014 01:35 PM
07-21-2014 01:45 PM
by Steve
4 331
1.5 Acre Jungle
WesleySnips
07-15-2014 05:57 PM
07-20-2014 11:31 AM
by ExtremeLawncareServices
21 670
Gopher schedule software
Ray
07-18-2014 04:13 PM
07-18-2014 04:13 PM
by Ray
0 214
2006 Chevy fuel pump...
KevinsLawns
07-17-2014 08:39 PM
07-18-2014 11:51 AM
by Steve
1 214
Halfway point of year!
Steve
07-01-2014 12:08 PM
07-18-2014 11:38 AM
by Steve
14 774
I got told to leave and...
gwilson98
06-16-2014 02:07 PM
07-17-2014 11:43 AM
by Steve
16 1,094
Hey guys this is the...
prmenter@gmail.com
07-07-2014 08:23 PM
07-16-2014 08:10 PM
by ExtremeLawncareServices
28 825
Mowing the hills
prmenter@gmail.com
07-08-2014 12:22 PM
07-16-2014 05:00 PM
by Just for Cuts
18 751
Say Hello !!!
Steve
03-19-2007 11:18 AM
07-15-2014 05:38 PM
by icon2000
1,184 321,095
Classified Ad Template...
bcfb
06-05-2013 02:40 AM
07-15-2014 11:16 AM
by Steve
15 3,767
Husqvarna pz 60
CDLAWNCARE
07-06-2014 06:50 PM
07-15-2014 08:53 AM
by kslawn
10 491
Lowballers
Chaz
07-11-2014 03:55 PM
07-14-2014 12:27 PM
by Steve
5 402
My new side job
Sprinkler Buddy
05-10-2014 05:23 AM
07-14-2014 12:15 PM
by Steve
10 854
Illegal spraying
GoGreenerKS
07-04-2014 09:11 AM
07-13-2014 10:36 PM
by GoGreenerKS
10 591
New Mower and Trailer
Chaz
06-25-2014 12:04 PM
07-13-2014 06:25 PM
by SGL1
7 615
What Fertilizer to Use?
acrajchel
04-07-2014 01:56 PM
07-12-2014 07:36 PM
by SGL1
21 1,945
Fuel and fuel additives
SGL1
07-06-2014 10:23 AM
07-11-2014 07:53 PM
by SGL1
15 603
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 01:59 PM.


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

All times are GMT -5. The time now is 01:59 PM.

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