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As the season comes to an end, how did it go?


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  #11  
Old 10-15-2012, 07:40 PM
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Quote:
Originally Posted by Steve View Post
For those having problems with this, what's your suggestion on the best way to keep problems from escalating on the phone?
Here is a perfect scenario of how this problem starts.
-


A clients lawn is supposed to be mowed on Friday.
The lawn wasn't mowed, because it had rained. (not my fault)

The client calls Friday evening, I ignore the call for a pretty valid reason.
1. It's Thanksgiving weekend, I want a break.
2. I don't want to work on the weekend, and I'm not about to.
3. I don't want to load up for only one (1) client, plus other clients would see me, and they would want their grass mowed too, then my whole day of being lazy is GONE!

Basically, I had assumed the client would want me to mow the grass, which is why I didn't want to answer my phone and be put on the spot.

I had to avoid the clients phone calls until Friday, the day they are scheduled to receive service.

Now, imagine when you are confronted by the client how ANNOYING that situation becomes. Luckily I am a fantastic b.s'er.

-

Also, for the record. I hate working weekends just like everybody else, but I also avoid it because then my clients would expect it of me way too much, and I would never be able to have plans outside of work ever again.
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  #12  
Old 10-16-2012, 08:10 AM
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It's been a great season for me It was too the point of really needng to hire someone but I held off and fought through it lone ranger style I really need to consider it for the spring though because I was really pushed some days to get estimates and other things done as well, My wife stepped up big time this year and helped out with the billing and taking phone calls for me...That alone was a big help

I really need to look into the way I do my billing though for next year, I have been doing monthly billing for my customers and there are several that are slow payers, a few that I have carried along for two or more months before they finally pay up....I'd like to hear some thoughts from everyone on the slow payers,

I'll tell you a story about this one lady I picked up in the spring this season, She is elderly and owns two homes, one in MD and the other in PA, I mow the one in PA, It's a bi-weekly ( which I hate with a passion ) mow in a heavily wooded area, every week there are branches laying in the yard
So, she is very kind and pays promptly BUT....she calls practically every time I mow to complain, Now the key here is that I have never met this women in person, Everything has been via phone calls, she wasn't even there when I did the estimate, so, she calls and tells things like ..

** Your MEN , are mowing to quickly The cable guy was there when they mowed and told me they were only there for 30 mins..It always took my husband an hour too mow...

**Your MEN , put a tire track in the yard where they are turning thier machines...

This went on for about two months and finally I decided it was time to put a stop to it
I called her prior to the next scheduled day and ask her to be there and I would personally come along with ( MY MEN ) to supervise and make sure everything is too her satisfaction She was very excited on the phone that I was doing this for her....

I showed up and she met me in the driveway , I told her I was glad to finally get to meet her in person, She ask me ( confused of course ) if my men were meeting me there...

No ma'am I don't have any men...I run my business alone and I do all the work myself...I have been the one that has mowed your lawn every time since spring, I have been the one that has gone around and picked all of your branches that have fallen off all these trees every time before I can mow..I have been the one to move your lawn furniture out of the way every time before I can mow ( and it's always back in the way the next time ) ...

Her face became the most awesome shade of red that you could ever imagine..

I ask her if she had any concerns or comments before I stared to mow her lawn

Her reply....No you are doing a fantastic job and the lawn looks great......

I haven't gotten another phone call from her since
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  #13  
Old 10-16-2012, 03:37 PM
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haha well played sir....very nicely done....some people just like to complain...not sure why ...?maybe to keep you on your toes?
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