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 > Lawn Care, Landscaping, and Property Management Forums > General Talk

General Talk If it doesn't fit anywhere else, post it here.

Dropped Customer - Feedback


General Talk

If it doesn't fit anywhere else, post it here.
Reply
 
Thread Tools Search this Thread
  #1  
Old 02-28-2013, 06:55 AM
Billy Goat's Avatar
Billy Goat Billy Goat is offline
Senior Member
 
Join Date: Nov 2012
Posts: 146
Rep Power: 2
Billy Goat is on a distinguished road
Default Dropped Customer - Feedback

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?
Reply With Quote

Stop guess-timating. Learn how to estimate and make money! $$$
Mow Time Estimator Lawn Care Price Estimator Mulch and Topsoil Calculator Snow Plow Estimate Calculator


  #2  
Old 02-28-2013, 07:44 AM
LawnBoy0311 LawnBoy0311 is offline
new member
 
Join Date: Jun 2012
Location: East Coast
Posts: 1,169
Rep Power: 0
LawnBoy0311 is on a distinguished road
Default

Lawn care business tipsLawn Care Business Book
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.
Reply With Quote
  #3  
Old 02-28-2013, 09:31 AM
Grass Doctor Grass Doctor is offline
Senior Member
 
Join Date: Apr 2012
Location: san antonio tx
Posts: 407
Rep Power: 3
Grass Doctor is on a distinguished road
Default

Quote:
Originally Posted by LawnBoy0311 View Post
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.

that was really help full explanation there. i had i say 5 customers dropping me last year and one i drop one my self that i owned him 15.00 since he pay me ahead i took out the 25 for cancellation fee now i charge 45. well i had 2 calls this week from this 2 of the 5 that drop me they last year around december they didnt call me, not txt me back, totally drop me dead, well i decide to wait and not do nothing this guy txt me(OK IM READY FOR SPRING HOW MUCH FOR A CUT, PRE-EMERGENT, TRIM BUSHES AND TRIM A TREE) I said its 45.00 for the cut, and 80 for the pre-emergent and i will have to see the mulch and whatever u need to be trim to give u a precise estimate. thank u for txt we also have a lawn maitenance plan that cover from fertilization program, bush trim and pre-emergent application for 80 per month year round contract thanks for txting and let me know.

THIS FOOL already sing up last year so he understood that the extras i did for him where not for free. (bushes and fertilizer,pre emerget) for him where not free they where pay by the months i didnt do shieaaat when he sing up he need to pay me December, January and February now he gets treated as a one night stand and he will not get prices as a regular customer. why i should charge a person as a regular when he drop me whenever he decide to, when i have other paying customer that pay for winter(cause they understand i need to have an income in winter 40 customer stay with me this winter a few i pick up in January.

i know he will txt back, he will prepay for the month and bang i will drop him dead cold. mow for him once and bang a cancellation contract note at his door and ill keep the money for the other service. $45 you have to teach people not to rude and let know whos the boss ROSS TRILLA

Last edited by Grass Doctor; 02-28-2013 at 09:37 AM.
Reply With Quote
  #4  
Old 02-28-2013, 01:49 PM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,422
Rep Power: 10
Steve has disabled reputation
Default

Quote:
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)
Is there anything that can be done to catch these customers before they call to cancel?

Especially with newer customers, should some sort of letter or email be sent out to them after the first service or two, to make sure everything is ok and if not, what can be improved upon?
__________________
- Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
Download your Free trial of Gopher Lawn Care Software.
Reply With Quote
  #5  
Old 02-28-2013, 03:16 PM
LawnBoy0311 LawnBoy0311 is offline
new member
 
Join Date: Jun 2012
Location: East Coast
Posts: 1,169
Rep Power: 0
LawnBoy0311 is on a distinguished road
Default

Quote:
Originally Posted by Steve View Post
Is there anything that can be done to catch these customers before they call to cancel?

Especially with newer customers, should some sort of letter or email be sent out to them after the first service or two, to make sure everything is ok and if not, what can be improved upon?
Well it goes back to the collecting money part. When I had to stop by to get paid one time, she brought up edging. So I explained the cost and she seemed upset that it wasn't a "freebie"....along with other things she wanted.

It's a good point though to send them an email or call to see how things are going. I'll have to do that this year. But I think this year I'm not going to put up with headache customers for as long as I did before. I'd rather replace them with someone else.
Reply With Quote
  #6  
Old 02-28-2013, 05:02 PM
SECTLANDSCAPING SECTLANDSCAPING is offline
new member
 
Join Date: Jul 2009
Location: CT
Posts: 1,912
Rep Power: 0
SECTLANDSCAPING is on a distinguished road
Default

9 times out of 10 its about money.

The others are moving, someone lost a job, senile, kids are doing it, etc.
Reply With Quote
  #7  
Old 02-28-2013, 05:10 PM
LawnBoy0311 LawnBoy0311 is offline
new member
 
Join Date: Jun 2012
Location: East Coast
Posts: 1,169
Rep Power: 0
LawnBoy0311 is on a distinguished road
Default

Quote:
Originally Posted by SECTLANDSCAPING View Post
9 times out of 10 its about money.

The others are moving, someone lost a job, senile, kids are doing it, etc.
See I couldn't figure this lady out....but now that you mentioned it....it makes sense.

She was single when she moved, and I saw a guyover there all the time. One day when I was collecting money, he said he was her boyfriend. I bet she got him to cut it!!
Reply With Quote
  #8  
Old 02-28-2013, 05:34 PM
SECTLANDSCAPING SECTLANDSCAPING is offline
new member
 
Join Date: Jul 2009
Location: CT
Posts: 1,912
Rep Power: 0
SECTLANDSCAPING is on a distinguished road
Default

I had a guy hire me to remove 6 bushes, spray cracks in drive and cut weekly. First week I show up cut the grass. I knock out 4 out of 6 bushes then it downpours. I tell him Ill finish the bushes next week and spray when its dry. He says ok, talks about little league for 10 mins then says he wants it cut biweekly now.

The day before I was suppose to cut he text me all kinds of nonsense. I didnt spray the grass, finish the bushes, my pictures are fake, etc.

I just laughed and sent him a bill. He didnt pay so I started hand delivering them every week. I noticed at least 4 different lawn guys there. Then eventually he moved. The guy was just trying to stiff people.
Reply With Quote
  #9  
Old 03-01-2013, 11:58 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,422
Rep Power: 10
Steve has disabled reputation
Default

Quote:
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?
With all these great stories, have they changed your policy on how to handle this?

What brought up this question? Was there a story behind it?
__________________
- Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
Download your Free trial of Gopher Lawn Care Software.
Reply With Quote
  #10  
Old 03-01-2013, 12:21 PM
Grass Doctor Grass Doctor is offline
Senior Member
 
Join Date: Apr 2012
Location: san antonio tx
Posts: 407
Rep Power: 3
Grass Doctor is on a distinguished road
Default

well the guy call back ill let u guys now whats up with the drama

the other guy i drop i was driving and he was out side his house i stop and i had a lot of cash and took out my packet and toll him i dont wnat to feel like i own u so here is your 15 bucks after i took out the cancellation fee he didn't even say a word about he choose to be nice and ask me how my business was doing i say great as usual clients are happy have no weeds etc,
Reply With Quote
Reply

Bookmarks

Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is On
Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
Being dropped by a customer for a vauge reason... pblawncare Trials & Tribulations - The drama of running a business and of life. 15 12-08-2012 07:28 PM
Feedback please dcmowing Search Engine Optimization and Website Design Discussions. 27 01-28-2012 11:56 PM
Feedback on Bid Southern Oasis Online Lawn Care Estimator - Help me bid this job 3 04-16-2011 12:08 PM
Customer feedback Steve Show Off - Picture Post - Photo Gallery 3 08-01-2006 05:56 PM
How Enterprise handles customer feedback Steve Show Off - Picture Post - Photo Gallery 0 07-14-2006 01:08 PM

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
John Deere z235 Deck
WesleySnips
09-29-2014 06:02 PM
Yesterday 08:54 PM
by ExtremeLawncareServices
3 179
Look out Bob Villa -...
Mr Dave
Yesterday 10:06 AM
Yesterday 08:19 PM
by Matther777
2 124
Real Estate??
tbtigers03
Yesterday 06:43 PM
Yesterday 08:17 PM
by Sprinkler Buddy
3 94
Question?what should I...
dalvan0
09-24-2014 11:10 PM
Yesterday 08:01 PM
by ExtremeLawncareServices
16 754
Kohler command carb...
ExtremeLawncareServices
09-21-2014 03:09 PM
Yesterday 07:37 PM
by ExtremeLawncareServices
25 1,106
Help a brother...
tbtigers03
09-28-2014 11:41 AM
Yesterday 06:13 PM
by tbtigers03
6 332
Hello from Kentucky
TRV
Yesterday 05:42 PM
Yesterday 05:54 PM
by Sprinkler Buddy
1 73
Sprinkler head guards...
Sprinkler Buddy
09-27-2014 04:55 AM
Yesterday 05:51 PM
by Sprinkler Buddy
4 378
Give Me Your Problems
ellakit
Yesterday 04:10 PM
Yesterday 04:10 PM
by ellakit
0 17
Say Hello !!!
Steve
03-19-2007 11:18 AM
Yesterday 03:53 PM
by ellakit
1,188 336,228
Whe does Mowing season...
jack2048
Yesterday 07:05 AM
Yesterday 02:38 PM
by Steve
3 150
Falling into business
stellarmowing
09-28-2014 04:35 PM
Yesterday 02:17 PM
by Steve
4 305
hey
sizemorelawncare
09-28-2014 08:12 PM
09-29-2014 03:10 PM
by Steve
2 238
Update on LawnsAway and...
Ian Lovejoy
09-28-2014 10:24 AM
09-29-2014 03:09 PM
by Steve
2 293
Need to figure out how...
tjslawnde
09-28-2014 10:31 AM
09-29-2014 03:05 PM
by Steve
4 308
Aerocore Deck?
wdrdoctor
09-26-2014 06:21 PM
09-29-2014 02:36 PM
by Steve
3 433
Hello from CNY
arazucontracting
09-22-2014 06:07 PM
09-29-2014 02:33 PM
by Steve
3 687
How to price lawn mowing.
jack2048
09-24-2014 04:18 PM
09-29-2014 02:27 PM
by Steve
4 537
Pricing ????
6295danny
01-14-2013 07:54 PM
09-29-2014 02:22 PM
by Steve
35 6,558
30 Inch Push Mowers Pros...
Billy Goat
06-27-2013 08:07 PM
09-27-2014 04:11 PM
by SGL1
30 7,061
Replacing a Shindi T-27
Dan Tanner
09-13-2014 12:59 PM
09-26-2014 04:16 PM
by stevef1201
5 1,078
Looking for feed back on...
ExtremeLawncareServices
09-17-2014 08:38 AM
09-25-2014 09:18 AM
by ExtremeLawncareServices
10 1,103
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
09-25-2014 08:01 AM
by ExtremeLawncareServices
124 9,290
Trying something new,...
ExtremeLawncareServices
09-21-2014 09:07 PM
09-23-2014 11:13 AM
by Steve
4 781
This sucks...
Matther777
09-18-2014 04:56 PM
09-22-2014 08:02 PM
by ExtremeLawncareServices
11 1,163
Not sure, but anyone do...
SnowRemoval2k14
09-22-2014 12:10 AM
09-22-2014 04:49 PM
by Steve
1 724
Tribulations of working...
stevef1201
09-13-2014 08:37 AM
09-22-2014 04:45 PM
by Steve
9 1,057
Mulching beds
Bradcook21
09-21-2014 07:43 AM
09-22-2014 04:43 PM
by Steve
3 792
Scag turf tiger hydrolic...
ExtremeLawncareServices
09-04-2014 10:55 PM
09-22-2014 04:35 PM
by Steve
12 1,426
2014 Gie-expo
ExtremeLawncareServices
08-19-2014 11:22 PM
09-21-2014 09:23 PM
by ExtremeLawncareServices
3 1,444
Mowing 7 acres
avetslawncare
08-31-2014 04:24 PM
09-19-2014 03:29 PM
by acrajchel
6 1,665
snowplowing
jshak40
09-01-2014 07:20 AM
09-19-2014 11:49 AM
by Steve
23 2,098
Lowballers scrubs &...
Darksteel
01-13-2014 07:35 AM
09-18-2014 06:32 PM
by Northwoods Outdoors
58 7,497
Hello from upstate NY!
A&MLawn&Snow
09-18-2014 11:19 AM
09-18-2014 04:10 PM
by Sprinkler Buddy
2 898
Price to apply fertilizer
SS.Lawncare
09-15-2014 11:10 AM
09-18-2014 01:16 PM
by Steve
9 1,081
Trailer tires
J.A.S.LawnService
09-01-2014 10:17 AM
09-17-2014 09:57 PM
by curts lawn care
4 1,512
new to the forum
SGlawncare
09-16-2014 11:20 PM
09-17-2014 08:29 PM
by curts lawn care
3 911
Help With Snow Blowing...
Robertf31
09-13-2014 10:55 PM
09-17-2014 12:34 PM
by Steve
11 1,272
Non-Stop Summer?
SouthallMowing
09-14-2014 10:51 PM
09-17-2014 10:48 AM
by stevef1201
6 1,026
Poll - net income
Dan5082
11-15-2010 08:08 PM
09-16-2014 04:44 PM
by jrs.landscaping
12 3,778
Getting lowballed!
PineHillLawn
06-27-2012 07:23 AM
09-16-2014 01:25 PM
by jrs.landscaping
24 5,519
Compare this summer to...
Steve
09-03-2014 12:52 PM
09-16-2014 11:20 AM
by Hanks Lawn Care Services
15 1,699
thinking about throwing...
veteranslawncaresystems
09-09-2014 10:31 PM
09-15-2014 03:41 PM
by Steve
12 1,418
Hello
Robertf31
09-12-2014 10:34 PM
09-15-2014 03:17 PM
by Steve
2 921
Newbie......Again
Jibber
09-13-2014 12:17 PM
09-15-2014 02:54 PM
by Sprinkler Buddy
2 1,048
need help with starter...
GoGreenerKS
09-12-2014 04:23 PM
09-15-2014 02:25 PM
by Steve
3 968
Brake job!
kslawn
08-30-2014 07:49 AM
09-15-2014 02:16 PM
by Steve
12 1,769
Hello
jawnebgoode
08-28-2014 08:37 PM
09-15-2014 02:15 PM
by Steve
3 1,500
Employee uniforms
Gerardo_Landscape
01-21-2014 11:11 PM
09-15-2014 02:12 PM
by Steve
5 1,566
Greetings from the north
Northwoods Outdoors
09-13-2014 08:55 AM
09-15-2014 02:07 PM
by Steve
1 913
» Popular Tags
4wd bob villa charge christmas christmas lighting collections commercial demonstration ditches employee problems estimate exmark ferris first truck fundraiser georgia gopherhaul gravely hardscapes holiday how much to charge how to how to bid hydraulic introduction kawasaki labor cost landscape services lawn lawn care lawn care busines plan lawn care business book lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care website lawn care website seo leaf removal lesco lighting marketing mowing mulch estimate new buisness new mower past due patio install podcast property management company reo rotating running a business scag scag v-ride seo sprayer starting a business start up lawn care business steep lawns steve stihl tips top dresser toro trailer mate pro truck new used landscape walker won't return wright stander rh
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 04:56 AM.


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

All times are GMT -5. The time now is 04:56 AM.

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