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: 7
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: 37,277
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: 10
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: 37,277
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: 10
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
How busy are you now?
Steve
Yesterday 01:10 PM
Yesterday 11:08 PM
by SGL1
3 68
I have ZERO confidence...
Just for Cuts
05-01-2015 04:24 PM
Yesterday 10:35 PM
by ExtremeLawncareServices
18 327
I'm Back With The Best...
aduttonater
02-21-2015 12:41 AM
Yesterday 08:59 PM
by ExtremeLawncareServices
74 3,082
Pictures of commercial...
avetslawncare
04-01-2015 09:47 PM
Yesterday 07:31 PM
by avetslawncare
34 1,320
Go daddy web site and...
jcurr33
Yesterday 06:00 PM
Yesterday 06:00 PM
by jcurr33
0 28
mowfinder
scaypa
04-27-2015 05:44 PM
Yesterday 01:14 PM
by Steve
1 139
Latest video, Facebook...
Sprinkler Buddy
05-01-2015 06:54 AM
Yesterday 01:09 PM
by Steve
3 123
These are the days on...
ExtremeLawncareServices
01-11-2015 10:41 AM
Yesterday 01:03 PM
by Steve
72 5,797
weed
avetslawncare
04-16-2015 07:56 PM
05-01-2015 11:38 AM
by Steve
8 476
so i need somehelp with...
dalvan0
04-28-2015 07:43 PM
04-30-2015 10:55 PM
by avetslawncare
3 196
Anyone have a Lawn Care...
nishirandall
04-28-2015 08:45 PM
04-30-2015 12:00 AM
by Steve
1 159
mowing pic
joshlawncare
04-25-2015 12:34 PM
04-29-2015 10:55 PM
by Steve
5 263
Big (to me) mulch job
tl757
04-23-2015 05:32 PM
04-29-2015 10:51 PM
by Steve
14 443
Help with a truck
bdodson89
04-27-2015 08:15 PM
04-29-2015 10:47 PM
by Steve
4 199
Ford F250 Wheel loaders...
jrs.landscaping
04-28-2015 05:34 AM
04-29-2015 07:47 AM
by jrs.landscaping
2 150
New company in Michigan
SEM
04-24-2015 09:27 PM
04-28-2015 11:56 AM
by Steve
6 231
Correct me if I'm wrong...
SGL1
04-26-2015 02:41 PM
04-28-2015 06:57 AM
by SGL1
12 289
Total yard rehab
SGL1
04-23-2015 03:59 PM
04-27-2015 06:57 PM
by SGL1
11 366
equipment marketplace?
jrs.landscaping
04-27-2015 04:49 PM
04-27-2015 06:09 PM
by jrs.landscaping
2 142
Buying contracts /...
greenscaper123
04-26-2015 04:46 PM
04-27-2015 05:59 PM
by Steve
2 182
Lawn Care Service in...
Friscobob
04-24-2015 03:33 PM
04-27-2015 05:44 PM
by Steve
4 255
what's the big deal...
Tony317
04-25-2015 02:19 PM
04-27-2015 05:43 PM
by Steve
3 192
Newb Question - Multiple...
DependiLawn
04-24-2015 11:36 PM
04-27-2015 05:36 PM
by Steve
1 185
maintandlawndispatch...
SGL1
04-21-2015 03:31 PM
04-24-2015 04:42 PM
by Steve
9 337
Thoughts on Undocumented...
element009
09-25-2011 11:08 AM
04-23-2015 09:32 PM
by Chilehead
56 15,746
Hello Everyone
DesignsByBnC
04-22-2015 04:07 PM
04-23-2015 02:19 PM
by DesignsByBnC
2 215
The upcoming rainy...
5StarLawnscaping
04-21-2015 01:22 PM
04-23-2015 12:54 PM
by Steve
7 304
color fliers?
holymoly
04-18-2015 02:32 PM
04-23-2015 12:50 PM
by Steve
12 516
WARNING! Especially to...
SC93
04-19-2015 12:05 PM
04-22-2015 01:39 PM
by Steve
14 572
Could be great news for...
SC93
04-14-2015 11:06 PM
04-22-2015 01:28 PM
by Steve
15 637
quick pic
joshlawncare
04-14-2015 07:49 PM
04-21-2015 05:01 PM
by joshlawncare
4 458
Got Inspected today
swstout
08-09-2010 10:31 PM
04-21-2015 03:53 PM
by SGL1
10 4,136
Smoked my first belt!
SGL1
04-20-2015 08:46 PM
04-21-2015 03:28 PM
by SGL1
4 278
lawn care business...
holymoly
04-18-2015 02:56 PM
04-21-2015 06:18 AM
by holymoly
3 376
landscape insurance
clarkslawn
03-30-2015 10:14 PM
04-20-2015 10:02 PM
by SGL1
4 609
Poll & Discussion...
CHEESE2009
09-16-2011 06:16 PM
04-20-2015 08:20 PM
by avetslawncare
27 5,807
Aerating / Dethaching...
Hard-Body lawn & garden
04-12-2015 07:53 PM
04-19-2015 08:49 PM
by Chilehead
17 741
Start LIKING FACEBOOK...
rlclawncare123
02-26-2015 12:06 AM
04-19-2015 09:21 AM
by KJ90
8 1,136
bidding a cemetery....
NPM_LLC
03-28-2015 10:56 AM
04-19-2015 05:26 AM
by RSE
22 1,198
Hustler Raptor
SGL1
04-13-2015 09:27 PM
04-18-2015 07:53 AM
by SGL1
15 644
is craiglist good to...
JBENI
04-16-2015 11:11 AM
04-17-2015 10:25 PM
by Wolf4dk
11 561
Am I missing something...
googus
04-11-2015 06:33 PM
04-17-2015 08:01 PM
by avetslawncare
10 690
Hello
sonny54
04-16-2015 09:49 PM
04-17-2015 03:10 PM
by Steve
1 308
Unreal
Chilehead
04-09-2015 09:12 PM
04-17-2015 08:27 AM
by Chilehead
11 697
starting a lawn care...
JBENI
04-14-2015 09:03 AM
04-17-2015 08:03 AM
by JBENI
14 712
Finally got a warehouse
avetslawncare
03-12-2015 07:52 PM
04-16-2015 07:52 PM
by avetslawncare
23 1,531
New 14 x 7 Enclosed...
whitepropertydetail
04-15-2015 06:46 PM
04-16-2015 03:40 PM
by Steve
1 371
older used dump trucks
SECTLANDSCAPING
09-22-2011 12:33 AM
04-16-2015 12:41 PM
by biglee
21 8,191
Tax Poll
Steve
04-15-2015 02:13 PM
04-15-2015 02:13 PM
by Steve
0 350
lawn care by Aj
aj10261984
04-14-2015 06:50 PM
04-15-2015 01:43 PM
by Steve
2 393
» Popular Tags
ad landscaping aerocore apartment complex auger bark billy goat brushcutter blades blowout bob villa collections commercial contract help curb appeal services demonstration design edging employee problems equipment rental facebook ferris flyers foreman grass growing a lawn care business hardscapes hills hiring husqvarna hydraulic john deere quik trac landscape landscape services landscaping training lawn aeration lawn care lawn mowing marketing marketing secrets more customers business mr dave mulch ordinance past due patio install per hour charge pricing profit on employee pto push versus ride running a business scag v-ride scripts secrets to landscaping 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 won't return www.greenturion.co.za
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 12:36 AM.


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

All times are GMT -5. The time now is 12:36 AM.

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