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Old 02-28-2013, 07:44 AM
LawnBoy0311 LawnBoy0311 is offline
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Quote:
Originally Posted by Billy Goat View Post
If a good customer contacts you to terminate your service. Do they tell you why or do have to try to figure out why. If they do give you feedback, do you make adjustments going forward with your current and/or new customers?
It really all depends. A lot of situations are different. Here are 2 examples.

1. I had a customer last year call me for service. Its a tiny property, so I quote her $25, biweekly. No big deal at all (I pass her house going to 2 others). I mowed for a month (a whopping 2 cuts!!!) and she calls to quit.

***At this point I ALWAYS ask....."So I can maintain a high level of good service, was there anything I did wrong so I can improve with my other customers?*****

She says no, her son came home from college and he's going to cut the grass. In this situation, because shes already on my route, I would take her back if she wanted....but up the price and explain why****> Because she kicked me to the curb before.

2. Another customer last year quit when she sent me an email saying she wanted to cancel service and thanked me.

****At that point I asked the same question as above...****

She says she didn't like the way the edging was done. I took this with a grain of salt. I thought the edging looked fine, and I even did it myself before she quit. She also said that she was upset I didn't come by to pick up her leaves after Hurricane Sandy (She never even asked...she just assumed). I would not take her back....she was a constant complainer and always wanted things done for free. She was also VERY hard to collect from. She would only pay cash, but I had to go get it from her when she said she was available. She would always ask for "extras" before giving me the money...like trim shrubs, spread seed, remove dead shrubs...and would get upset when I would tell her a cost. Not worth the headache.



So to answer your questions, always ask. Like my situations above, they may be BS or they may be legit. Who knows. Now, if I had 2 or 3 people quit for the same reason, it's time to adjust my plan.
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