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Introduce Yourself Welcome all new forum members. Please introduce yourself and tell us about you. Tell us about your company. How did you get started? How long have you been in business? What do you do for fun? Don't be shy, say hello! It's fun and educational to interact on the forum!

Hello from the land of the "Big Red"


Introduce Yourself

Welcome all new forum members. Please introduce yourself and tell us about you. Tell us about your company. How did you get started? How long have you been in business? What do you do for fun? Don't be shy, say hello! It's fun and educational to interact on the forum!
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  #11  
Old 07-28-2011, 05:53 PM
CHEESE2009 CHEESE2009 is offline
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What do you do then if you can't show up or don't think you should mow that day?
Sadly, I have to resort to avoiding a few of my customers calls. I don't want to avoid them, because it gives me a bad image - yet I can't straight up tell them to stop calling me and that they are irritating me.


I used to not mind speaking to my customers, but as I grew it became more of a headache. Every time it rained, I would know to prepare myself for the following conversations;

1. Why didn't you show up
or
2. Can you do my lawn today, it's going to rain tomorrow


They are both arguments waiting to happen, and they won't like what I have to say. I don't give them a chance to guilt me into doing something that shouldn't be done, it's too stressful.



I'll respond to an email, where I have space and time to think of how to respond/react. Talking on the phone is a trap, the only way out is to do what the customer wants or to be on bad terms and do what's right.




I find this to be the biggest problem in my business, if I can solve this I would be happier. It's hard to tell a client to chill the heck out, because the awkwardness can be really bad especially for the clients that like to be your shadow.
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  #12  
Old 07-28-2011, 06:19 PM
CHEESE2009 CHEESE2009 is offline
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I just got a phone call from another client. Didn't answer because it would go like this;


Client: My grass wasn't cut today, and Thursday is the day you are supposed to come.

Scott: Your grass is too short and will be cut next week, bla bla.

Client: I am very unsatisfied with your service, you say you are coming on Thursdays. Do I get a discount?

My face::::::::::
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  #13  
Old 07-29-2011, 04:31 PM
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What's your advice then to new lawn care business owners who when they start are eager to take every customer's calls but as they go, it becomes more and more of a grind. Is there a way to deal with this to keep the business owner happy first and then the customer as well?
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  #14  
Old 07-29-2011, 08:26 PM
CHEESE2009 CHEESE2009 is offline
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What's your advice then to new lawn care business owners who when they start are eager to take every customer's calls but as they go, it becomes more and more of a grind. Is there a way to deal with this to keep the business owner happy first and then the customer as well?

The only thing I can think of, is to grow fast and hire someone to do it.


Every customer you have is equal to a nagging girlfriend without the perks. There is only so much "noise" you can handle before you want to create a completely automated business.

Thank you for calling,
Press 1 for services
Press 2 in order to make your payment
Press 3 to find out if you have been fired

etc...


Make a contract that says, "Don't talk to any of our staff, ever..."
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Old 08-01-2011, 12:16 PM
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I do wonder how many of the other members on the forum deal with the same issue and just dont bring it up.
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  #16  
Old 02-06-2015, 01:20 PM
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Does anyone else have thoughts to add on customer service? How ideals and realities can differ?
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