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 > Business > General Business Discussions

General Business Discussions A place to talk about general business discussions.

Need Help resolving a client complaint.


General Business Discussions

A place to talk about general business discussions.
Reply
 
Thread Tools Search this Thread
  #11  
Old 01-28-2011, 12:57 PM
stevef1201 stevef1201 is offline
Senior Member
 
Join Date: Apr 2010
Location: Central Florida
Posts: 1,236
Rep Power: 8
stevef1201 is on a distinguished road
Talking picframer is right

having given estimates for many different things that looked like they need being done has not only gotten me the 'upsale', but calls from friends of thiers about upsale items. Have made a lot of money wit out selling becasue of this. also my cusotmers have expressed thanks for pointing out little problems that they could take care of before they got big. Also by letting them know about small problems, and how they can take care of those problems, thereby savingthem money, they will approach you for some of the expensive upsale items. I hope that this makes sense.
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


  #12  
Old 01-29-2011, 03:09 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 37,946
Rep Power: 10
Steve has disabled reputation
Default

Lawn care business tipsLawn Care Business Book
Quote:
Two keys here, you cover your butt, if you want your lawn mowed and I notice it has an insect or maybe is compacted and will not turn itself around, I give you a quote, that way down the road you can't come back and say why didn't you tell me.
So would you suggest when creating the bid, create the bid for what the customer asks for but also include somehow on the bid, additional services they could use and may elect to hire you to perform? Or should the bid only show services you have gotten the customer's ok to put on the bid?


Quote:
Also by letting them know about small problems, and how they can take care of those problems, thereby savingthem money, they will approach you for some of the expensive upsale items. I hope that this makes sense.
This is a very interesting point too. As part of your sales presentation, if you point out small issues to the customer you have found, by explaining to them how to do the small projects, you actually build a better bond with the customer? Once you explain the process to resolve the issue, the customer may or may not choose to do it themselves?

Maybe by knowing what is involved, they can make a better educated decision and where they might initially have thought the job would be easy for them to do, after you explained it, it might seem more difficult and they therefor would choose you to perform 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
  #13  
Old 01-29-2011, 03:30 AM
picframer's Avatar
picframer picframer is offline
Andy
 
Join Date: Jan 2009
Location: Halifax, Nova Scotia
Posts: 2,885
Rep Power: 11
picframer will become famous soon enough
Default

Quote:
Originally Posted by Steve View Post
So would you suggest when creating the bid, create the bid for what the customer asks for but also include somehow on the bid, additional services they could use and may elect to hire you to perform? Or should the bid only show services you have gotten the customer's ok to put on the bid?




This is a very interesting point too. As part of your sales presentation, if you point out small issues to the customer you have found, by explaining to them how to do the small projects, you actually build a better bond with the customer? Once you explain the process to resolve the issue, the customer may or may not choose to do it themselves?

Maybe by knowing what is involved, they can make a better educated decision and where they might initially have thought the job would be easy for them to do, after you explained it, it might seem more difficult and they therefor would choose you to perform it?
Your bid should contain a thank you for meeting with me today and allowing my company to provide an estimate for each of the following services you contacted us for...... then a We also noticed you would benefit from the following....

I personally brake each service down, what I noticed, what we can do, why and the cost, I quite often mention this when meeting the prospect.

Your second point sends a message in several ways, we noticed, we can provide etc. As a homeowner I may not notice everything when I call a service fellow, same as taking your vehicle in, if they suggest something should be fixed, why and here is the cost, it is a tremendous way to build the relationship.

In some cases maybe the client will do it, there are many ways to explain in a very suttle way, why hiring one of us would be in their best interest, not always but quite often, pressure washing comes to mind, the client is not going to get the desired results with a $99.00 big box store washer, I have a suttle line for this that generally works, more often than not if they try, they call us to do it right for them.
__________________
Andy
Halifax, Nova Scotia
Reply With Quote
  #14  
Old 01-29-2011, 10:23 AM
Growing Green Growing Green is offline
new member
 
Join Date: Dec 2010
Location: Texas
Posts: 323
Rep Power: 0
Growing Green is on a distinguished road
Default

Great stuff! I've actually been doing that as I meet with the customers, but when I send them the estimate just to have it in writing I haven't been adding my prices for everything else.

Thanks for the info.

Matt
Reply With Quote
  #15  
Old 01-30-2011, 01:56 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 37,946
Rep Power: 10
Steve has disabled reputation
Default

Quote:
Your bid should contain a thank you for meeting with me today and allowing my company to provide an estimate for each of the following services you contacted us for...... then a We also noticed you would benefit from the following....
Andy,

Do you recommend this be giving on the spot while you are there with the customer?

Also, should the thank you and estimate be separate or on the same paper?
__________________
- 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
  #16  
Old 01-30-2011, 04:00 AM
picframer's Avatar
picframer picframer is offline
Andy
 
Join Date: Jan 2009
Location: Halifax, Nova Scotia
Posts: 2,885
Rep Power: 11
picframer will become famous soon enough
Default

Quote:
Originally Posted by Steve View Post
Andy,

Do you recommend this be giving on the spot while you are there with the customer?

Also, should the thank you and estimate be separate or on the same paper?
Every client is a bit different, some you know from the start they only want/can afford to have what they asked for, I will always try to mention other things I see that we can do, I tell them I will provide an estimate for what they asked for and what other things we can do.

I have a laptop and printer in the truck and I have standard paragraph's covering a service that I tweak, I will sometimes provide a verbal quote on the spot and then email it from the truck or if I can't get wireless I can print it, in short every quote is in email or writing.

The thank you should be in person and in follow up email, in my opinion.
__________________
Andy
Halifax, Nova Scotia
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
First commercial client... slcllc Online Lawn Care Estimator - Help me bid this job 6 11-14-2010 02:06 AM
Firing a Client Yard Elements Starting a lawn care business. 10 05-01-2010 07:19 PM
Happy Client(s) picframer General Talk 16 03-25-2010 06:35 PM
Has the BBB ever sent you a complaint letter? Steve General Business Discussions 3 06-27-2006 01:08 PM
How Well Do You Know Your Client? Steve General Business Discussions 4 04-26-2006 08:27 AM

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Hello from Centreville!
Daveylawns
05-23-2016 09:04 AM
Yesterday 04:08 PM
by Steve
1 48
Laying new grass, Sod...
WarriorLandscapingCAN
05-23-2016 10:07 AM
05-23-2016 08:41 PM
by Steve
1 39
I need some aeration...
rootytalbot
08-14-2015 12:32 PM
05-23-2016 09:06 AM
by Daveylawns
10 3,746
To mow weekly or Biweekly
WarriorLandscapingCAN
05-11-2016 04:09 PM
05-22-2016 11:45 AM
by jrs.landscaping
8 256
Prolin
rmccutchan
05-21-2016 04:53 PM
05-21-2016 06:36 PM
by rmccutchan
2 57
Upgraded to a new mower
Stevenor92
05-17-2016 08:17 PM
05-20-2016 07:08 PM
by Stevenor92
8 178
Intro
LaraRahmani
05-18-2016 02:54 PM
05-19-2016 02:43 PM
by Steve
2 95
Best Push Mower You Have...
markty
05-14-2016 03:46 PM
05-18-2016 07:34 PM
by Stevenor92
4 166
New mower!!!!
Stevenor92
05-18-2016 03:46 AM
05-18-2016 06:39 PM
by Stevenor92
2 97
Say Hello !!!
Steve
03-19-2007 11:18 AM
05-18-2016 02:59 PM
by LaraRahmani
1,249 434,511
Stupid idea?
hopolb33
05-13-2016 11:25 AM
05-16-2016 11:22 AM
by Steve
1 135
Planting SKYBOUND CEDARS
FrankieeLawnz
05-13-2016 03:59 PM
05-16-2016 11:21 AM
by Steve
1 121
Edging Fad...
Tree geek
05-10-2016 11:29 PM
05-15-2016 11:12 PM
by Tree geek
2 167
Business Overload
Chilehead
05-06-2016 09:27 PM
05-13-2016 11:15 AM
by Steve
11 357
Hello from great state...
Cel1980
05-11-2016 09:00 AM
05-13-2016 11:07 AM
by Steve
2 141
Did this job free to...
JJand M Lawncare
05-02-2016 02:33 PM
05-11-2016 03:54 PM
by JJand M Lawncare
10 402
How to tell Cust. to...
GeeGood
04-09-2008 09:55 PM
05-09-2016 07:08 PM
by JJand M Lawncare
16 5,497
Echo SRM 230 trouble.
Jack Rabbit
05-08-2016 06:16 PM
05-08-2016 11:22 PM
by Just for Cuts
1 138
Toro ZTR Issues
rsanchez1203
05-06-2016 09:27 PM
05-07-2016 10:26 AM
by Steve
2 159
Correct way to quote a...
WarriorLandscapingCAN
05-02-2016 11:52 AM
05-03-2016 10:59 AM
by Steve
1 269
Having an issue with...
Mr. Mow
04-27-2016 03:58 PM
04-28-2016 05:04 AM
by Sprinkler Buddy
2 279
Hello From Virginia
JJand M Lawncare
04-25-2016 01:02 PM
04-27-2016 05:20 PM
by Steve
5 319
knowledge is Key
Greg'slawnandlandscape
04-23-2016 02:23 AM
04-25-2016 02:40 PM
by Steve
2 298
Hello from Calgary
Freshcut
04-22-2016 06:10 PM
04-25-2016 02:38 PM
by Steve
1 265
» Popular Tags
advertising become an entrepreneur best mower be your own boss break business education business help business management contractor hacks deck lift dethatcher edging entrepreneur entrepreneur education estimates free lawn care fuel problems fuel pump half moon blade hydro increase customers jjandm lawncare landscape landscape design landscaping landscaping design company landscaping richmond va landscping lawncare lawn mowing lawnservice lowering grade marketing mulch new business planting plowing raising grade residential lawn care richmond va richmond virginia lawn care roundup safety scag snowblower snow plowing snow shovel solo solo backpack sprayer start a business start a lawn care business start business start up swzt toro timecutter tree tree pics tree service video walk behind what to charge work from home
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 01:13 PM.


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

All times are GMT -5. The time now is 01:13 PM.

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