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: 139
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: 36,289
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: 36,289
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
Grass hopper mower
ExtremeLawncareServices
12-05-2013 08:51 AM
Today 01:26 PM
by ExtremeLawncareServices
25 3,538
Need help pricing basic...
Bradcook21
Today 01:21 AM
Today 01:05 PM
by Steve
2 59
Yearly contract Pricing
jrob0691
Yesterday 08:57 AM
Today 01:01 PM
by Steve
6 126
How do I approach...
Bradcook21
Yesterday 01:48 AM
Today 12:54 PM
by Steve
7 154
yearly contract help...
jrob0691
Yesterday 04:09 PM
Today 12:48 PM
by Steve
1 42
Exmark Lazer Z S-Series...
BLC7
Today 10:18 AM
Today 10:18 AM
by BLC7
0 32
Pampas bushes
Bradcook21
Today 01:30 AM
Today 07:17 AM
by grassdoctore
1 37
2014 Gie-expo
ExtremeLawncareServices
08-19-2014 11:22 PM
Yesterday 08:50 PM
by phlawncare
2 81
Fuel Can Spouts
Shark1611
08-16-2014 09:09 AM
Yesterday 08:23 PM
by SGL1
11 279
Have you ever had to...
SouthernRootsLawnCare
07-26-2014 02:41 PM
Yesterday 05:03 PM
by stevef1201
6 568
Softball field
kslawn
08-15-2014 09:28 AM
Yesterday 01:43 PM
by Steve
9 273
Hello
M2Dave
Yesterday 12:32 AM
Yesterday 01:38 PM
by Steve
1 46
New Landscaping Business
rekon32
08-16-2014 02:26 PM
Yesterday 12:33 PM
by SouthallMowing
8 322
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
08-20-2014 04:09 PM
by ExtremeLawncareServices
100 6,015
Downed Tree Chop Bid
WesleySnips
08-16-2014 03:47 PM
08-20-2014 01:44 PM
by SGL1
10 321
60 inch honda/bunton...
pblawncare
08-17-2014 11:30 AM
08-18-2014 03:19 PM
by Steve
2 108
Replacement Parts -...
nicholas-KC
08-16-2014 08:40 AM
08-18-2014 03:16 PM
by Steve
4 176
Preparing the soil
Billy Goat
08-16-2014 06:18 PM
08-18-2014 03:01 PM
by Steve
1 111
What to pay help
phlawncare
08-04-2014 08:33 PM
08-18-2014 10:33 AM
by jrs.landscaping
29 886
Hello
Jeff1
08-07-2014 11:18 PM
08-15-2014 11:53 PM
by Jeff1
11 407
Lie #2 RESIDENTIAL...
ExtremeLawncareServices
01-06-2014 05:02 AM
08-15-2014 01:46 PM
by mattthelawnguy
54 6,372
Need help 30 HP koler...
Shady Grady
08-01-2014 03:31 PM
08-15-2014 08:46 AM
by kslawn
18 584
New Boomless Sprayer!
BlackRain75
01-03-2014 01:01 PM
08-14-2014 02:37 AM
by BlackRain75
12 1,748
Stihl engine isn't...
Marcintosh
08-12-2014 08:30 PM
08-13-2014 03:34 PM
by Steve
3 163
first year update
cmdlawncare
08-12-2014 05:41 PM
08-13-2014 03:29 PM
by Steve
1 209
Hello from Jacksonville,...
JM Lawn Care
08-10-2014 07:15 AM
08-13-2014 07:04 AM
by Sprinkler Buddy
9 308
Hello everyone new to...
maddyandrays
08-11-2014 04:51 PM
08-12-2014 08:58 PM
by Shark1611
2 165
Walk behinds
hpruitcei
08-07-2014 06:28 PM
08-12-2014 02:35 PM
by mattthelawnguy
7 419
New name help
stevef1201
08-10-2014 04:27 PM
08-12-2014 12:03 PM
by Steve
6 287
my little green dilemmas
Lawn Techie
08-03-2014 11:47 AM
08-11-2014 01:20 PM
by Steve
7 406
what the best...
CleanCutsLLC
08-02-2014 01:02 AM
08-11-2014 01:16 PM
by Steve
6 419
Texas lawn care company...
Livingston Lawn Care
07-25-2014 11:29 AM
08-11-2014 01:19 AM
by ExtremeLawncareServices
13 696
Covering all the bases
janslawncare
08-08-2014 10:11 AM
08-08-2014 01:41 PM
by Steve
1 240
New from Florida
ADE
08-06-2014 08:40 PM
08-08-2014 01:32 PM
by Steve
4 320
JOB - Landscape Install...
janslawncare
08-08-2014 10:06 AM
08-08-2014 10:06 AM
by janslawncare
0 207
Battery power tools or...
Steve
08-07-2014 12:24 PM
08-07-2014 05:18 PM
by mattthelawnguy
2 212
My client just told me...
Greg'slawnandlandscape
08-04-2014 08:39 AM
08-06-2014 11:14 PM
by grassdoctore
12 542
Illegal spraying
GoGreenerKS
07-04-2014 09:11 AM
08-06-2014 02:03 PM
by Steve
13 1,167
Mowing the hills
prmenter@gmail.com
07-08-2014 12:22 PM
08-06-2014 01:40 PM
by Steve
20 1,383
Crop Rotation Techniques...
eastsidelandcare
07-17-2014 03:47 PM
08-06-2014 10:29 AM
by eastsidelandcare
5 591
Got my first lawn job...
SGL1
06-11-2014 09:19 PM
08-05-2014 07:12 PM
by TheBeast
30 1,989
Late charge
Simon Abousaada
07-30-2014 07:23 PM
08-05-2014 06:46 PM
by TheBeast
12 794
buy out a lawn care...
rvezakis
08-05-2014 01:38 PM
08-05-2014 06:40 PM
by TheBeast
10 512
Please help
unitedlawncare48867
03-26-2014 08:29 PM
08-05-2014 05:27 PM
by TheBeast
27 1,584
Help with Estimate
donslawns
08-02-2014 09:10 AM
08-05-2014 02:24 PM
by Steve
6 452
Stuck again!!!!
Greg'slawnandlandscape
08-01-2014 11:02 PM
08-05-2014 09:05 AM
by Greg'slawnandlandscape
10 460
Mow and leaf cleanup bid
SGL1
07-29-2014 07:28 PM
08-05-2014 07:22 AM
by petscanning
25 971
Building credit
Matther777
07-27-2014 05:20 PM
08-04-2014 06:53 PM
by kslawn
17 756
Lowballers scrubs &...
Darksteel
01-13-2014 07:35 AM
08-04-2014 01:09 PM
by Steve
48 5,805
long time no see
Tuscan Gardens
08-02-2014 03:21 PM
08-04-2014 12:04 PM
by Steve
1 285
» Popular Tags
4wd advertisement apartment bid apartment lawn care estimate article marketing bid charge christmas lighting christmas light service courtesy call credit card processing customers decorating escrow estimate exmark ferris fundraiser gopherhaul grass gravely gravely 34" zero turn hardscapes hills holiday holiday decorating holiday lighting how much to charge introduction landscape services lawn lawn care lawn care business lawn care business book lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care website leaf leaf removal lighting managing a lawn care business marketing native plants new buisness new mower online classifieds outdoor environments patio install payment podcast push versus ride redmax reo scag scripts search engine optimization seo snow sprayer starting a business starting a lawn care business steve stihl theft toro turfgrass consulting walker zero turn
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 04:18 PM.


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

All times are GMT -5. The time now is 04:18 PM.

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