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
View Single Post
  #9  
Old 04-16-2009, 09:11 PM
b52 b52 is offline
Members
 
Join Date: Apr 2008
Location: MA
Posts: 5
Rep Power: 8
b52
Default

Kind of gives me a new way of thinking after reading that. You're right. I love doing what I do. So why should i let this guy get me flustered when I can just say goodbye. Thanks for all the help guys, much appreciated. I'm kinda checking out the site now too and it's pretty cool. There's alot to offer here. I was missing out last year.

Quote:
Originally Posted by Steve View Post
Well the beauty of this is you can do what you want, it's your own business. I am kind of on the fence with this one. If there is no way to work with him, I might not call him back either and just move on to other new customers.

This is your business and you should enjoy it. Don't let some bad apple customers take that away from you.

It's kind of interesting that we are talking about this because the other night on the show Gordon Ramsey's Kitchen Nightmare's he was working at this restaurant during their 're-launch.' Most people were really enjoying the food but there was this one table with these older gals who all were complaining. Oh the steak is too tough, oh I could make a better meal at home.

So they are causing a small scene and the younger restaurant owner/chef walks up front to talk to them and they take this as a chance to feel him out and press the issue. Then they sense he is a bit weak and he tries to slide back towards the kitchen without being committal either way. At a certain point he says 'I gotta get back to the kitchen and kinda shrugs his shoulders.'

Then these women take that as a sign where they can pounce and they moved their upsetness to the front of the restaurant where they start getting a little bit louder so other new patrons can hear them.

Gordon, hears of this from a staff member and walks up to the woman and says what's wrong. And she goes on 'oh I didnt like the food, it tastes like Ragu. I could make it better. And he says 'you are talking out of your rear.' That totally shocked her and she knew at that point she was going to get no more satisfaction with her verbal barbs so she up and left.

I know this is a long post but it's worthwhile. Another story for you is Herb Kelleher, who created Southwest Airlines. Once a woman sent him a letter complaining about something on the flight that Herb felt was ridiculous and he wrote her back something to the effect "We will miss you as a customer."

Here is a section on that I found on another website.

While Southwest Airlines CEO Herb Kelleher gives customers a terrific deal on an airplane seat, he makes it clear that his employees come first dash; even if it means dismissing customers. But aren't customers always right? "No, they are not," Kelleher snaps. "And I think that's one of the biggest betrayals of employees a boss can possibly commit. The customer is sometimes wrong. We don't carry those sorts of customers. We write to them and say, 'Fly somebody else. Don't abuse our people.'

An example of Kelleher's putting his philosophy into action is found in Nuts!, a 1996 volume chronicling the success of Southwest Airlines:

Jim Ruppel, director of customer relations, and Sherry Phelps, director of corporate employment, tell the story of a woman who frequently flew on Southwest, but was disappointed with every aspect of the company's operation. In fact, she became known as the "Pen Pal" because after every flight she wrote in with a complaint. She didn't like the fact that the company didn't assign seats; she didn't like the absence of a first-class section; she didn't like not having a meal in flight; she didn't like Southwest's boarding procedure; she didn't like the flight attendants' sporty uniforms and the casual atmosphere. And she hated peanuts! Her last letter, reciting a litany of complaints, momentarily stumped Southwest's customer relations people. Phelps explains: "Southwest prides itself on answering every letter that comes to the company and several employees tried to respond to this customer, patiently explaining why we do things the way we do them. [Our response] was quickly becoming a [large] volume until they bumped it up to Herb's desk, with a note: 'This one's yours.' In sixty seconds, Kelleher wrote back and said, 'Dear Mrs. Crabapple, We will miss you. Love, Herb.'


I hope this helps
Reply With Quote
 
» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Pricing issue
Mr. Mow
07-07-2015 06:15 AM
Yesterday 06:40 PM
by GreenWorx
17 560
scag SWZT review!
mattthelawnguy
07-23-2015 02:28 PM
Yesterday 06:38 PM
by mattthelawnguy
5 132
how to make customers...
Bradcook21
05-27-2015 05:04 PM
Yesterday 06:08 PM
by GreenWorx
15 2,733
Assessing the Market
NJDB60
Yesterday 03:25 PM
Yesterday 06:00 PM
by GreenWorx
1 49
NewVenture
NJDB60
Yesterday 03:38 PM
Yesterday 03:38 PM
by NJDB60
0 40
Watch out for this -...
rootytalbot
07-22-2015 02:13 PM
Yesterday 11:36 AM
by Steve
4 150
Need your help, Gopher...
Chilehead
07-23-2015 07:02 PM
Yesterday 11:28 AM
by Steve
11 205
Should I buy this Exmark...
googus
07-03-2015 09:22 AM
Yesterday 11:27 AM
by googus
8 403
These are the days on...
ExtremeLawncareServices
01-11-2015 10:41 AM
Yesterday 11:22 AM
by Steve
94 10,204
Dogs
Mr. Mow
06-29-2015 02:37 PM
07-25-2015 07:50 AM
by Chilehead
12 2,230
Just about mid year, how...
GreenWorx
06-24-2015 07:05 PM
07-22-2015 07:31 PM
by Chilehead
14 2,296
Learning as I grow -...
WarriorLandscapingCAN
07-18-2015 07:46 AM
07-21-2015 10:53 AM
by Steve
3 148
Large dirt mound removal
purdue1973
07-09-2015 07:45 PM
07-20-2015 12:55 PM
by Steve
6 249
Hey everyone
Fantasy landscaping
07-09-2015 06:53 AM
07-09-2015 11:47 AM
by Steve
1 169
Quickbooks Online
jscarolina
07-08-2015 07:54 AM
07-08-2015 12:55 PM
by Nate10928
1 179
I dont know what to do...
Bradcook21
06-21-2015 08:49 AM
07-07-2015 09:48 PM
by SGL1
16 2,559
Start LIKING FACEBOOK...
rlclawncare123
02-26-2015 12:06 AM
07-07-2015 02:54 PM
by GreenWorx
13 3,500
Is it too late to do...
markty
06-16-2015 05:28 PM
07-07-2015 01:00 PM
by problem solver
9 2,308
Hi everyone
Mattw
07-06-2015 05:59 PM
07-07-2015 10:18 AM
by Steve
1 196
4th of July parade...
Steve
07-06-2015 10:35 AM
07-06-2015 10:35 AM
by Steve
0 140
Unemployment rates drop,...
Steve
07-02-2015 12:40 PM
07-06-2015 10:30 AM
by Steve
4 309
another newish job for me
holymoly
06-07-2015 08:34 AM
07-03-2015 02:06 PM
by American L&T
9 2,315
Before & After tree...
COREtreeservice
07-01-2015 09:20 PM
07-01-2015 09:20 PM
by COREtreeservice
0 236
Ready to learn and get...
Koley Lawn & Landscape
06-28-2015 05:16 AM
07-01-2015 11:26 AM
by Steve
8 2,084
Three Stripe Land Care...
hammr04
06-30-2015 07:19 PM
07-01-2015 11:24 AM
by Steve
1 208
Country Life Lawn Care
darleneh
06-29-2015 11:24 AM
06-30-2015 01:25 PM
by Steve
3 1,916
Rubber mulch...
avetslawncare
06-24-2015 09:28 PM
06-29-2015 09:23 PM
by Chilehead
6 2,086
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 07:47 AM.


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

All times are GMT -5. The time now is 07:47 AM.

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