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
Old 04-16-2009, 10:11 PM
b52 b52 is offline
Join Date: Apr 2008
Location: MA
Posts: 5
Rep Power: 8

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.

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
02-17-2015 05:25 PM
Today 05:13 PM
by Chilehead
5 920
ATV Plowing and Services...
Yesterday 07:55 PM
Today 03:37 PM
3 64
Hi, new member looking...
Yesterday 06:03 PM
Today 12:41 PM
by Steve
1 31
Help a Brother Out -...
01-23-2012 05:19 PM
11-23-2015 05:25 PM
by Steve
90 31,649
Charging customers for...
Hard-Body lawn & garden
04-14-2015 08:34 AM
11-17-2015 11:43 AM
by Steve
20 1,826
First house clean up,...
11-04-2015 06:28 PM
11-14-2015 06:12 AM
by Brian3137
12 910
Leaf removal
11-09-2015 01:17 PM
11-13-2015 08:13 PM
by Bradcook21
8 830
Any feedback on Toro...
Ian Lovejoy
11-12-2015 08:46 AM
11-12-2015 02:59 PM
by Steve
1 425
Don't pick up those...
11-11-2015 08:04 AM
11-12-2015 12:06 AM
by Steve
1 632
buying existing company
11-11-2015 10:51 AM
11-11-2015 06:49 PM
by Steve
1 602
Snow Plowing /...
11-06-2015 06:28 AM
11-11-2015 09:15 AM
by kslawn
8 867
Has anyone created an...
11-11-2015 07:52 AM
11-11-2015 07:52 AM
by mark123
0 554
Buying a business
11-01-2015 12:50 PM
11-10-2015 06:54 PM
by Steve
15 2,120
Rocky Newbe
11-06-2015 06:09 AM
11-09-2015 06:14 PM
by Steve
3 710
Say Hello !!!
03-19-2007 12:18 PM
11-09-2015 06:01 PM
by Steve
1,239 423,660
Scored 2 Freebies Tonight
08-07-2009 04:14 AM
11-09-2015 05:52 PM
by Steve
16 6,198
Customers dodging the...
11-06-2015 06:22 AM
11-08-2015 05:36 PM
by Chilehead
4 718
Starting a mowing...
10-23-2015 06:55 PM
11-05-2015 12:47 AM
by Steve
9 4,095
Property Pricing
01-19-2015 02:46 PM
11-04-2015 06:35 PM
by Brian3137
6 1,977
What am I looking at...
09-14-2015 04:51 PM
11-02-2015 05:53 PM
by Steve
31 5,491
starting organic...
10-04-2015 01:22 PM
11-02-2015 05:46 PM
by Steve
4 4,081
Mister Joe in...
Mister Joe
10-30-2015 08:40 PM
11-02-2015 05:43 PM
by Steve
6 1,878
Three Year In -...
Ian Lovejoy
10-26-2015 11:21 AM
11-02-2015 05:41 PM
by Steve
9 3,957
Mowing golf course
10-31-2015 07:11 PM
11-02-2015 05:03 PM
by SC93
10 1,973
Just landed a nice...
10-29-2015 02:56 PM
10-30-2015 09:39 PM
by Sprinkler Buddy
4 1,949
Credit Cards - What's in...
06-16-2015 04:04 PM
10-30-2015 09:20 PM
by Steve
13 6,684
Hello From Michigans U.P.
09-28-2015 04:48 AM
10-29-2015 11:11 PM
by Steve
6 4,073
Aeration, overseeding...
Ian Lovejoy
10-26-2015 11:01 AM
10-27-2015 05:46 PM
by Steve
1 1,942
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, 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:
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
Search Engine Optimization
» Lawn Care Business Discussion Categories
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 09:32 PM.

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

All times are GMT -5. The time now is 09:32 PM.

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