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 05:48 AM.

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
What Fertilizer to Use?
acrajchel
04-07-2014 01:56 PM
Today 05:32 AM
by stevef1201
15 390
danny 2
danny2
Yesterday 10:19 PM
Today 05:13 AM
by Sprinkler Buddy
2 36
I Got Taken...,
Dan Tanner
Yesterday 06:26 AM
Yesterday 08:15 PM
by Dan Tanner
3 107
new to this forum!
mower13126
04-18-2014 07:37 PM
Yesterday 05:34 PM
by Sprinkler Buddy
3 95
Lawn Renovation
stevef1201
04-11-2014 12:00 PM
Yesterday 03:15 PM
by stevef1201
9 259
employee pay
4 seasons maintenance
04-10-2011 09:34 PM
Yesterday 12:19 PM
by kslawn
19 6,770
REO calling
Dan Tanner
04-16-2014 05:03 PM
Yesterday 11:17 AM
by kslawn
11 258
this mower is driving me...
boog
04-17-2014 12:07 PM
Yesterday 10:59 AM
by kslawn
4 132
Customers droping like...
goodtimez
04-18-2014 09:53 AM
Yesterday 08:09 AM
by CDLAWNCARE
7 160
Back for this year
xandrew245x
02-21-2014 04:30 PM
Yesterday 07:59 AM
by xandrew245x
14 864
Any greenhouse operators...
GoGreenerKS
04-15-2014 11:21 AM
Yesterday 07:49 AM
by CDLAWNCARE
4 139
Looking for advice on a...
Tekeda1
04-13-2014 09:53 AM
Yesterday 04:22 AM
by Tekeda1
17 381
2.5 acre mowing
xandrew245x
04-18-2014 06:55 AM
04-18-2014 08:57 PM
by xandrew245x
6 119
Best Bulk Mulch delivery...
Steven Virgadamo
04-18-2014 09:52 AM
04-18-2014 05:34 PM
by Steve
2 67
Steve Virgadamo,...
Steven Virgadamo
04-18-2014 09:49 AM
04-18-2014 05:08 PM
by Steve
2 58
Instagram
Gerardo_Landscape
04-16-2014 11:28 AM
04-18-2014 04:51 PM
by Steve
3 100
Help with weed liability!
Prolawnofchatt
04-15-2014 09:10 AM
04-18-2014 04:47 PM
by Steve
5 193
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
04-18-2014 04:41 PM
by Steve
31 1,076
Nationwide lawn care...
Billy Goat
04-15-2014 05:21 PM
04-18-2014 04:39 PM
by Steve
9 215
Truck Signage
Dan Tanner
04-16-2014 11:00 PM
04-18-2014 04:04 PM
by stevef1201
10 212
leaf removal
tlf59263
04-15-2014 10:00 PM
04-18-2014 03:59 PM
by stevef1201
6 179
Pay per click advertising
roostertail
02-12-2014 07:26 PM
04-17-2014 07:11 PM
by yardrate
10 609
Accepting credit cards,...
Darksteel
03-17-2014 08:01 PM
04-16-2014 01:02 PM
by jymie
15 727
Trimec
acrajchel
04-15-2014 08:24 PM
04-16-2014 11:10 AM
by Steve
3 107
Gopher Forum Discount!
BlackRain75
04-12-2014 10:44 PM
04-16-2014 10:50 AM
by Steve
9 278
hello
NFrailey
04-15-2014 01:39 PM
04-16-2014 10:48 AM
by Steve
1 98
Pricing a Mulch Job
dmcalpi
04-07-2014 02:16 PM
04-16-2014 09:40 AM
by jymie
21 622
google earth
CDLAWNCARE
04-12-2014 03:24 PM
04-16-2014 09:36 AM
by jymie
8 236
There has to be an...
CDLAWNCARE
04-14-2014 12:59 PM
04-15-2014 04:06 PM
by Dan Tanner
6 175
First Day Back!
BelleCityLawn1
04-09-2014 09:13 PM
04-15-2014 11:16 AM
by Steve
11 310
Mow America
stevegredler
04-13-2014 01:02 PM
04-14-2014 09:53 PM
by kslawn
5 212
Power Broom
acrajchel
04-14-2014 07:46 AM
04-14-2014 12:47 PM
by CDLAWNCARE
2 108
Say Hello !!!
Steve
03-19-2007 11:18 AM
04-14-2014 11:34 AM
by Steve
1,176 285,687
Equipment reviews
Greg'slawnandlandscape
04-09-2014 07:17 AM
04-14-2014 11:27 AM
by Greg'slawnandlandscape
13 451
Sulky and Turf Tracer
acrajchel
04-07-2014 01:44 PM
04-14-2014 10:51 AM
by Steve
8 362
Aerating Prices?
Dan Tanner
04-08-2014 03:16 PM
04-14-2014 10:31 AM
by Steve
13 449
Estimating help
acrajchel
04-11-2014 06:06 PM
04-14-2014 10:20 AM
by Steve
3 176
Need help bidding church...
GreenRidge Lawn&Landscape
04-07-2014 08:01 PM
04-14-2014 09:49 AM
by Steve
12 428
Hello all
Griff20114
04-12-2014 05:08 PM
04-14-2014 09:46 AM
by Steve
1 120
Step by Step Spring Lawn...
WarriorLawnscaping
04-10-2014 07:01 AM
04-14-2014 09:43 AM
by Steve
5 253
Jeff Cowden
jcowden
04-11-2014 07:27 PM
04-14-2014 09:39 AM
by Steve
1 114
Exmark Commercial 30...
Dan Tanner
04-11-2014 05:35 AM
04-14-2014 09:37 AM
by Steve
4 201
What Was Your Setup When...
superrman77
02-11-2014 10:53 AM
04-14-2014 08:04 AM
by acrajchel
21 1,602
Small guy time to get a...
googus
04-08-2014 08:16 AM
04-13-2014 07:18 PM
by A. Kulak Landscaping
9 333
Weekly vs. Bi-weekly
CDLAWNCARE
04-12-2014 01:48 PM
04-13-2014 06:03 PM
by kslawn
9 341
Weed ID help
TwinBrosLC
04-12-2014 10:39 AM
04-13-2014 07:40 AM
by stevef1201
4 171
Lexington, KY
acrajchel
04-07-2014 01:06 PM
04-11-2014 09:49 PM
by acrajchel
1 142
Food Plot Management
BlackRain75
04-11-2014 10:20 AM
04-11-2014 03:51 PM
by Steve
4 143
Estimating a job
acrajchel
04-08-2014 11:07 AM
04-11-2014 03:32 PM
by Steve
6 312
New Boomless Sprayer!
BlackRain75
01-03-2014 01:01 PM
04-11-2014 03:25 PM
by Steve
11 1,020
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 05:48 AM.


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

All times are GMT -5. The time now is 05:48 AM.

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