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: 185
Rep Power: 3
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 offline
Administrator
 
Join Date: May 2003
Posts: 37,231
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 offline
Administrator
 
Join Date: May 2003
Posts: 37,231
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
I'm Back With The Best...
aduttonater
02-21-2015 12:41 AM
Today 06:08 AM
by jrs.landscaping
49 2,204
Smoked my first belt!
SGL1
Yesterday 08:46 PM
Today 03:25 AM
by ExtremeLawncareServices
1 30
These are the days on...
ExtremeLawncareServices
01-11-2015 10:41 AM
Today 03:18 AM
by ExtremeLawncareServices
57 5,064
landscape insurance
clarkslawn
03-30-2015 10:14 PM
Yesterday 10:02 PM
by SGL1
4 354
color fliers?
holymoly
04-18-2015 02:32 PM
Yesterday 09:40 PM
by avetslawncare
9 163
WARNING! Especially to...
SC93
04-19-2015 12:05 PM
Yesterday 08:41 PM
by SGL1
11 192
Poll & Discussion...
CHEESE2009
09-16-2011 06:16 PM
Yesterday 08:20 PM
by avetslawncare
27 5,560
Pictures of commercial...
avetslawncare
04-01-2015 09:47 PM
Yesterday 07:44 PM
by avetslawncare
24 865
Could be great news for...
SC93
04-14-2015 11:06 PM
Yesterday 03:45 PM
by SC93
12 370
lawn care business...
holymoly
04-18-2015 02:56 PM
Yesterday 02:24 PM
by Steve
2 131
weed
avetslawncare
04-16-2015 07:56 PM
Yesterday 01:08 PM
by Steve
4 171
Aerating / Dethaching...
Hard-Body lawn & garden
04-12-2015 07:53 PM
04-19-2015 08:49 PM
by Chilehead
17 513
Start LIKING FACEBOOK...
rlclawncare123
02-26-2015 12:06 AM
04-19-2015 09:21 AM
by KJ90
8 911
bidding a cemetery....
NPM_LLC
03-28-2015 10:56 AM
04-19-2015 05:26 AM
by RSE
22 925
Hustler Raptor
SGL1
04-13-2015 09:27 PM
04-18-2015 07:53 AM
by SGL1
15 429
is craiglist good to...
JBENI
04-16-2015 11:11 AM
04-17-2015 10:25 PM
by Wolf4dk
11 298
Am I missing something...
googus
04-11-2015 06:33 PM
04-17-2015 08:01 PM
by avetslawncare
10 446
Hello
sonny54
04-16-2015 09:49 PM
04-17-2015 03:10 PM
by Steve
1 124
Unreal
Chilehead
04-09-2015 09:12 PM
04-17-2015 08:27 AM
by Chilehead
11 486
starting a lawn care...
JBENI
04-14-2015 09:03 AM
04-17-2015 08:03 AM
by JBENI
14 453
Finally got a warehouse
avetslawncare
03-12-2015 07:52 PM
04-16-2015 07:52 PM
by avetslawncare
23 1,268
New 14 x 7 Enclosed...
whitepropertydetail
04-15-2015 06:46 PM
04-16-2015 03:40 PM
by Steve
1 168
quick pic
joshlawncare
04-14-2015 07:49 PM
04-16-2015 03:38 PM
by Steve
3 226
older used dump trucks
SECTLANDSCAPING
09-22-2011 12:33 AM
04-16-2015 12:41 PM
by biglee
21 7,962
Tax Poll
Steve
04-15-2015 02:13 PM
04-15-2015 02:13 PM
by Steve
0 175
lawn care by Aj
aj10261984
04-14-2015 06:50 PM
04-15-2015 01:43 PM
by Steve
2 196
Contact last years...
googus
01-28-2015 08:13 AM
04-15-2015 12:54 PM
by SC93
7 1,193
trying to sign up for...
JBENI
04-14-2015 10:20 AM
04-14-2015 12:11 PM
by Steve
1 500
Charging customers for...
Hard-Body lawn & garden
04-14-2015 07:34 AM
04-14-2015 10:35 AM
by Steve
1 221
New member
Jdlandscaping,LLC
04-11-2015 03:24 PM
04-14-2015 05:45 AM
by Jdlandscaping,LLC
2 257
hello
oasis_greenscapes
04-01-2015 06:18 PM
04-13-2015 12:03 PM
by Steve
8 488
New Member
Greenturion
04-11-2015 02:00 PM
04-13-2015 11:59 AM
by Steve
1 219
Client with...
OldSalt
04-07-2015 09:47 PM
04-13-2015 11:57 AM
by Steve
8 438
Getting rid of "mulched...
Mr. Mow
04-12-2015 04:21 PM
04-13-2015 11:26 AM
by biglee
3 251
String trim BEFORE mow...
Mr. Mow
04-12-2015 08:13 AM
04-13-2015 11:11 AM
by biglee
7 364
Billing methods
jcurr33
03-26-2015 01:33 PM
04-13-2015 11:07 AM
by biglee
15 867
Landscape Fabric
CurbAppeal1
04-10-2015 03:58 PM
04-13-2015 08:02 AM
by Chilehead
4 300
I lost a long term...
Sprinkler Buddy
09-04-2011 02:24 PM
04-12-2015 04:27 PM
by Mr. Mow
17 3,927
Snow removal contracts
CDLAWNCARE
03-31-2015 02:57 PM
04-10-2015 11:37 AM
by kslawn
6 511
Do you have medical...
Steve
09-10-2011 11:46 AM
04-10-2015 11:28 AM
by Steve
17 5,229
Shopping Centers
avetslawncare
04-07-2015 07:16 PM
04-10-2015 11:27 AM
by Steve
7 414
Leaf Vac's?
ABurlison
11-07-2007 10:18 PM
04-10-2015 06:12 AM
by RSE
14 5,732
Grass and Leaf vacuum
captain200
04-07-2015 07:05 PM
04-10-2015 06:02 AM
by RSE
4 376
Covering a landscape...
Dan Tanner
03-29-2015 09:01 AM
04-10-2015 06:00 AM
by Dan Tanner
19 977
I have a great idea!
biglee
04-05-2015 06:20 PM
04-09-2015 12:54 PM
by Steve
4 422
lawn care school
kevinburch48
04-09-2015 09:13 AM
04-09-2015 11:27 AM
by Steve
1 277
What do you suggest?
Growing Green
09-20-2011 09:56 AM
04-08-2015 03:09 PM
by Steve
8 3,151
Survey
Ducke
09-20-2011 07:27 PM
04-07-2015 11:33 PM
by SGL1
12 3,467
DOT Number
acrajchel
03-20-2015 05:56 PM
04-07-2015 10:55 PM
by SGL1
14 1,289
Avoiding Clients
CHEESE2009
09-08-2011 10:58 PM
04-07-2015 06:05 PM
by GLAN
24 6,441
» Popular Tags
aerocore apartment complex auger bark billy goat brushcutter blades bush collections deliquentaccounts design edging employee problems equipment rental ferris flyers foreman free advertising grass growing a lawn care business hills hiring husqvarna john deere quik trac landscape landscape services landscaping training lawn lawn care lawn care business seo lawn care business website lawn care business website seo lawn care seo lawn care website lawn care website seo lawn mowing marketing marketing secrets more customers business mr dave mulch new business past due per hour charge per hour service pricing profit on employee pto push versus ride running a business scripts secrets to landscaping sell the vision seo shell small engine repair square foot steep lawns sulky theft toro grand stand trailer tree trimmer rack truck new used landscape up sell employee web design website website design winterization won't return
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 06:13 AM.


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

All times are GMT -5. The time now is 06:13 AM.

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