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 05:45 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 07:50 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 05:20 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 05:51 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 09:20 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 09:55 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 01:21 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 02:04 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 02:40 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 03:37 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 01:05 AM.

Powered by vBulletin® Version 3.7.1
Copyright ©2000 - 2016, Jelsoft Enterprises Ltd.
(C) 2011 Riggs Publications - Terms of use & Privacy Policy

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Hello everyone!!!
1newkirk05
Yesterday 03:16 PM
Yesterday 11:51 PM
by SC93
4 55
Best two stroke oil
Greg_TopYardServices
02-08-2016 07:53 PM
Yesterday 09:38 PM
by Chilehead
7 87
Tine Rake Detaching vs...
wigglesworth
Yesterday 05:32 PM
Yesterday 07:43 PM
by Steve
1 30
Help Spread the word...
Sprinkler Buddy
12-02-2015 08:41 AM
Yesterday 07:15 PM
by Steve
16 1,234
Finding open bids?!?
C&DPropertyManagement
02-07-2016 01:48 AM
Yesterday 07:11 PM
by Steve
3 92
back surgery
Bradcook21
01-28-2016 08:51 PM
Yesterday 01:06 AM
by Steve
13 324
hello all
romanlandscape
01-29-2016 03:46 PM
02-07-2016 10:20 AM
by Bradcook21
6 208
Lawn Care Book Ranked #1
Steve
02-06-2016 12:36 AM
02-06-2016 12:36 AM
by Steve
0 92
Hi
Sellers Lawn Care
02-02-2016 01:48 PM
02-05-2016 08:03 AM
by Sellers Lawn Care
4 160
Collecting payments from...
Niagara Mowing
02-03-2016 05:21 PM
02-05-2016 08:00 AM
by Niagara Mowing
7 212
SMS assist? The good,...
jcurr33
01-27-2016 10:24 PM
02-04-2016 11:53 PM
by Steve
5 234
I need some help...
Anise
02-04-2016 01:39 PM
02-04-2016 11:51 PM
by Steve
3 125
Customers dodging the...
Rocky
11-06-2015 06:22 AM
02-04-2016 03:41 AM
by C&DPropertyManagement
7 1,492
Offering a "Trial"...
wybut076
02-01-2016 06:27 PM
02-03-2016 08:26 PM
by Just for Cuts
7 247
Iowa Caucus Predictions?
Steve
02-01-2016 06:31 PM
02-03-2016 12:40 AM
by Steve
1 104
Laying White River Rock
DiamondLawnCare
02-01-2016 08:27 PM
02-03-2016 12:17 AM
by Steve
1 126
Networking for a...
jcurr33
01-30-2016 09:26 PM
02-01-2016 06:27 PM
by Steve
4 193
Customer giving a 1099?
apmAkron
01-27-2016 07:22 PM
01-31-2016 08:55 PM
by Chilehead
6 260
happy to be here
redrobin
01-29-2016 10:45 AM
01-31-2016 08:44 PM
by Steve
1 140
Thought's on an "E-Z...
jcurr33
01-27-2016 10:48 PM
01-31-2016 08:38 PM
by Steve
4 225
Changes
Knaubone
01-30-2016 10:56 PM
01-31-2016 08:31 PM
by Steve
1 127
Thoughts on this Exmark...
googus
01-28-2016 04:24 PM
01-28-2016 08:09 PM
by Chilehead
1 148
1st year in
jcurr33
10-18-2015 05:07 PM
01-28-2016 07:49 PM
by Chilehead
6 4,141
Need opinion on zero...
Mr. Mow
01-24-2016 05:42 PM
01-28-2016 07:41 PM
by Chilehead
10 361
Opinion on liquid vs...
Bradcook21
01-25-2016 02:03 PM
01-28-2016 07:38 PM
by Chilehead
9 309
Finding property size
Gageslawncare
01-25-2016 11:08 AM
01-28-2016 12:05 PM
by Gageslawncare
10 313
Tiger TG 2661 Commercial...
lawnman1959
01-25-2016 08:12 PM
01-27-2016 07:57 PM
by Just for Cuts
5 249
Spouse as a dependent?
Steve
01-26-2016 01:51 AM
01-27-2016 10:44 AM
by Chilehead
3 207
Hello All
C&DPropertyManagement
01-23-2016 12:21 PM
01-26-2016 01:24 AM
by Steve
1 182
Credit Cards - What's in...
Shark1611
06-16-2015 04:04 PM
01-23-2016 03:43 PM
by C&DPropertyManagement
17 7,687
Start My Own Business?
mowandblow1980
01-12-2016 08:43 PM
01-19-2016 07:00 PM
by Steve
12 638
State of the nation 2016.
Steve
01-12-2016 12:05 AM
01-19-2016 06:57 PM
by Steve
6 388
little help? first big...
Brian3137
12-31-2015 12:39 PM
01-19-2016 06:54 PM
by Steve
23 1,085
Hi everybody...
Greg_TopYardServices
01-14-2016 08:10 AM
01-19-2016 02:47 PM
by SC93
12 462
What's your next...
Steve
05-15-2015 12:54 PM
01-17-2016 08:48 PM
by Homeland unlimited
25 7,928
Plow controller problems
scaypa
01-12-2016 05:49 PM
01-16-2016 10:46 AM
by scaypa
4 296
Say Hello !!!
Steve
03-19-2007 12:18 PM
01-15-2016 07:23 PM
by tannerduncan
1,244 428,108
Pricing issue
Mr. Mow
07-07-2015 07:15 AM
01-15-2016 11:20 AM
by djlandscaping06
23 5,420
New College Course
Dr. D
01-14-2016 01:45 PM
01-14-2016 05:35 PM
by Steve
1 213
Yelp
Shark1611
01-13-2016 10:00 AM
01-14-2016 05:32 PM
by Steve
4 272
New to the forum from...
Doug Green
01-12-2016 12:23 PM
01-14-2016 08:34 AM
by Doug Green
2 253
Facebook advertising
Just for Cuts
12-13-2015 08:49 AM
01-13-2016 10:20 PM
by Just for Cuts
12 931
Choosing local business
Doug Green
01-12-2016 12:29 PM
01-13-2016 06:12 PM
by Steve
2 415
4 Seasons Landscaping LLC
Doug Green
01-12-2016 12:56 PM
01-12-2016 12:59 PM
by Doug Green
1 274
2016 business goals
OxfordOS
01-09-2016 04:19 PM
01-12-2016 08:36 AM
by mowandblow1980
15 582
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 01:05 AM.


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

All times are GMT -5. The time now is 01:05 AM.

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