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 > Trials & Tribulations - The drama of running a business and of life.

Trials & Tribulations - The drama of running a business and of life. It's not as easy as it looks. Running a business is full of drama. Customers, employees, money, family, time. You name it, it's a problem. Share with us your drama and how you handled it.

so ANGRY!


Trials & Tribulations - The drama of running a business and of life.

It's not as easy as it looks. Running a business is full of drama. Customers, employees, money, family, time. You name it, it's a problem. Share with us your drama and how you handled it.
Reply
 
Thread Tools Search this Thread
  #1  
Old 11-15-2011, 05:20 PM
CHEESE2009's Avatar
CHEESE2009 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 73
Posts: 4,475
Rep Power: 10
CHEESE2009 is on a distinguished road
Angry so ANGRY!

In the middle of October, a client wanted leaf removal before she went on vacation.

I said, "I will do my best" - honestly thinking that it would be completely stupid for me to actually follow up on her request, because I'd only have to come back once the leaves actually fell - and I was following my schedule/route which allows me to work efficiently, (instead of running back and forth to the same areas).

She went on vacation, and only came back a couple of days ago. I did the leaf removal today, and she called to complain. (Second week of November, is it really all that bad that you need to complain?).
**
Her words, minus other hateful comments;
"I already did it myself. If you advertise a service you can't do, maybe you shouldn't have so many customers".
**
AHHHHHHHHHHH!!!
I told her that it is impossible to provide service to clients whenever they choose, as I have a schedule to follow and that if I ran my business like that, I'd be in 4 towns every day wasting my time going back and forth. Also, that my plan was to get her property done when all the leaves had fallen, instead of making several trips that would go unpaid for.

Her property would have the most leaves out of all my clients, and if I had the time, I would have made two trips. Unfortunately life doesn't work that way, and I have several other clients waiting on me. Each client gets one visit, if you have a problem with that, **** YOU!

She should have been grateful that I even considered to wait and get every leaf, but no. She would have rather me come to pick up the first wave, leaving her with the worst of it later on.

It's like she had this all planned out just to complain. She didn't even call me to say, "I did it myself" - no, she waits until I do whats left... More time wasted then.

************-


Worst part;

I stopped answering my phone months ago because of this crap. 90% of the calls are complete B.S. The day I answer my phone (today), I'm just shocked at how true my situation has become.


I think I really need to start being more aggressive. Being kind has only made it difficult to 'stick it' to my clients and their stuuuuupid requests.

Next year I will ONLY be accepting post dated checks, no more "you didn't show up vs you didn't pay me" debates. I'm sick of it, completely disgusted with my area, as I take way too much blame from these stingy cheap mo-fos.

"You should at least let your clients know ahead of time when you will or will not show up" - only in a perfect world can I spend my day on the phone It's common sense to know I wont show up if I'm not paid, I'm done chasing clients, DONE! I get so damn frustrated and feel so LOW when I have to actually chase a client to remind them over and over every day or week just to make a payment. It makes me sick! They never call if I don't show up and say, "Oh, I owe you money!" nooooo it's, "Why haven't you shown up"? GET A CLUE! I literally have to spell it out for them. I don't have the time, nor the budget to remind these people to pay for what service they want.


POST DATED CHECKS OR GET THE HELL OUT OF MY WAY!

************************


I'll admit I have made mistakes that only made this situation worse, but my alternative options would have destroyed me.

I don't see the point in being a clients puppet, that's why I don't answer my phone to listen to them make dumb requests. If I did answer my phone, it's just me explaining exactly that, and them being offended. End of story, two negatives.

When I have what I need and things run smoothly, I don't need these phone calls, "Can you come when I want you to come? Can you do what I want done, before everyone else?" - nonsense!













OH YEAHHHH!!!!

She also said, "you even took the leaves out of my garden that I wanted to stay there" AHAHAHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH (im going psycho)
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 11-16-2011, 09:33 AM
Paineless Creations's Avatar
Paineless Creations Paineless Creations is offline
Senior Member
 
Join Date: Jan 2010
Location: West Richland, WA
Posts: 205
Rep Power: 5
Paineless Creations is on a distinguished road
Default

Lawn care business tipsLawn Care Business Book
There is a great book I read called Attracting the Perfect Customers. Let me tell you:this is one customer you drop to the curb and move on. Especially the part about the leaves in the garden. I think she was just trying to take a jab at you. Everyday when I wake up and turn my phone on I always say to myself "The customer is always right no matter what". I think it helps as I perform customer service even on something I think is a complete mess up. I think that's why my business has been built on word of mouth. I sell "ME" and not just the job I do or the price of it.

People hate leaving a message on a phone; they will hang up and call the next guy. Who has a secretary to answer on the first ring to take a message and have someone call them back?

Even though I am a running machine, my phone plugs into my protective headphones streaming Pandora music so when it rings I hear it on my headset. With machine running I check caller ID- if it's friends or family I put it back in my pocket and move on. If it is any other number I shut off the machine, grab the phone, compose myself, and answer it in my best professional voice. If it is a new customer, or an existing customer I start walking to my truck where I always have a pen and a paper to jot down their information. Phone call done, jump back on the mower, start music. Yeah, it sucks! It took me 2-3 minutes longer on this lawn.

My customers always comment on how good my customer service is. And I think the biggest thing is COMMUNICATION...they can't read your mind and you can't read theirs.

So that's my $.02-hope that helps.

Bobby
Reply With Quote
  #3  
Old 11-16-2011, 12:16 PM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,171
Rep Power: 10
Steve has disabled reputation
Default

Scott,

I got confused with what was going on here. Did she ask you to come over there and then call you and said forget it she did it herself after you removed the leaves a few days earlier?
__________________
- 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
  #4  
Old 11-16-2011, 03:38 PM
CHEESE2009's Avatar
CHEESE2009 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 73
Posts: 4,475
Rep Power: 10
CHEESE2009 is on a distinguished road
Default

Quote:
Originally Posted by Steve View Post
Scott,

I got confused with what was going on here. Did she ask you to come over there and then call you and said forget it she did it herself after you removed the leaves a few days earlier?

She wanted me to do the leaf removal before she went on vacation, which is not my problem, I wasn't able to. Her cars were parked in the driveway the entire time she was on vacation, which blocked my way into her backyard.

So when I noticed she was back, as the cars were out of the way, I did the job.
(She could have parked the cars one infront of the other, instead of side-by-side blocking my way)

She called later in the evening on the day I did the job, I thought she was going to thank me, but instead she complained.

**

I could understand a client wanting something done when they want it, but this isn't something that can necessarily be scheduled. I follow a route and that's the best I can do - if I let my clients pick and choose when I arrive, nothing would be organized and I wouldn't get a lot of work done. I would be wasting time running back and forth the same towns instead of arriving once and getting everyone in the area done. That's why we use routes, and clients can be extremely ignorant about it.

**

She was so upset that I didn't come earlier, she said things like, "If you let all the leaves come down and arrive to do the job it one shot, you wouldn't be able to".

It makes absolutely no difference, as I couldn't provide that many visits. Maybe if I had only 5 customers, but that's not the case! She really doesn't understand.

Last edited by CHEESE2009; 11-16-2011 at 03:43 PM.
Reply With Quote
  #5  
Old 11-16-2011, 08:00 PM
element009's Avatar
element009 element009 is offline
Senior Member
 
Join Date: Mar 2011
Location: Ocean County, NJ
Posts: 176
Rep Power: 4
element009 is on a distinguished road
Default

Quote:
Originally Posted by CHEESE2009 View Post
She was so upset that I didn't come earlier, she said things like, "If you let all the leaves come down and arrive to do the job it one shot, you wouldn't be able to".

It makes absolutely no difference, as I couldn't provide that many visits. Maybe if I had only 5 customers, but that's not the case! She really doesn't understand.
I don't like dealing with customers who think they know the best way to deal with a project just because it's their lawn. For the most part, I let them tell me whatever they want to tell me so they can get it out of their system, and then I correct them. For example: if people want their leaf clean-ups too early, I tell them that if I were to do it, there would be a lot of leaves coming down afterward and they would have to pay for another clean-up. I find that managing people's expectations by telling them (to the best of my ability) exactly how things are going to happen, it makes for a much happier customer.

The best thing about being an entrepreneur is that you can weigh the pros vs cons for each customer and if it's something you don't want to deal with, you can walk away.
Reply With Quote
  #6  
Old 11-16-2011, 09:58 PM
justin_time justin_time is offline
Justin
 
Join Date: Apr 2006
Location: French River, ON, Canada
Age: 28
Posts: 1,801
Rep Power: 0
justin_time is on a distinguished road
Default

Quote:
Originally Posted by CHEESE2009 View Post
She wanted me to do the leaf removal before she went on vacation, which is not my problem, I wasn't able to. Her cars were parked in the driveway the entire time she was on vacation, which blocked my way into her backyard.

So when I noticed she was back, as the cars were out of the way, I did the job.
(She could have parked the cars one infront of the other, instead of side-by-side blocking my way)

She called later in the evening on the day I did the job, I thought she was going to thank me, but instead she complained.

**

I could understand a client wanting something done when they want it, but this isn't something that can necessarily be scheduled. I follow a route and that's the best I can do - if I let my clients pick and choose when I arrive, nothing would be organized and I wouldn't get a lot of work done. I would be wasting time running back and forth the same towns instead of arriving once and getting everyone in the area done. That's why we use routes, and clients can be extremely ignorant about it.

**

She was so upset that I didn't come earlier, she said things like, "If you let all the leaves come down and arrive to do the job it one shot, you wouldn't be able to".

It makes absolutely no difference, as I couldn't provide that many visits. Maybe if I had only 5 customers, but that's not the case! She really doesn't understand.
Must be a French Quebecker thing.. because I don't have this problem here..
Reply With Quote
  #7  
Old 11-17-2011, 10:54 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,171
Rep Power: 10
Steve has disabled reputation
Default

Quote:
For example: if people want their leaf clean-ups too early, I tell them that if I were to do it, there would be a lot of leaves coming down afterward and they would have to pay for another clean-up.
That is a good point and I was wondering.

Scott, would saying this to her have helped?

Are there some customers that would be willing to pay twice if they wanted the service done when they wanted it done? If so, would it make it worthwhile to do?
__________________
- 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
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
Feeling Extremely Angry CHEESE2009 Trials & Tribulations - The drama of running a business and of life. 10 07-08-2009 04:08 PM

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Should I ?
googus
Today 04:06 PM
Today 04:06 PM
by googus
0 18
Overspray?
stevef1201
Yesterday 04:20 PM
Today 03:59 PM
by stevef1201
2 58
My First Apartment...
SSLCtn
05-26-2014 10:17 PM
Today 03:37 PM
by jrs.landscaping
12 756
Hello Everyone! Newbie...
SLKlawn
07-17-2014 06:22 PM
Today 01:53 PM
by Steve
6 189
new to me box truck
jrayb39667
03-06-2014 10:20 PM
Today 01:51 PM
by Steve
12 1,241
Scag new "Eliminator"......
ExtremeLawncareServices
07-20-2014 10:45 AM
Today 01:48 PM
by Steve
6 140
Need help determining...
Jbss861
07-20-2014 02:33 PM
Today 01:47 PM
by Steve
7 174
Got my first lawn job...
SGL1
06-11-2014 09:19 PM
Today 01:44 PM
by Steve
24 1,047
Proper height for lawn
rob lederhilger
05-26-2014 08:01 AM
Yesterday 02:53 PM
by LawnDoctor
9 593
need professional advice...
Fiddlers_green
07-20-2014 07:21 PM
Yesterday 02:29 PM
by Steve
1 97
Lawn Service back in...
LawnCareMan280
07-18-2014 09:00 PM
Yesterday 01:50 PM
by Steve
2 128
Blade sharpener
Just for Cuts
07-04-2014 12:31 PM
Yesterday 01:48 PM
by Steve
9 419
What's my business worth?
Chaz
07-16-2014 01:35 PM
Yesterday 01:45 PM
by Steve
4 200
Single tree, mow customer
WesleySnips
06-27-2014 10:12 AM
Yesterday 01:04 PM
by Steve
12 485
1.5 Acre Jungle
WesleySnips
07-15-2014 05:57 PM
07-20-2014 11:31 AM
by ExtremeLawncareServices
21 496
Selling lawns like...
eastsidelandcare
07-17-2014 03:51 PM
07-20-2014 08:03 AM
by kslawn
1 136
Crop Rotation Techniques...
eastsidelandcare
07-17-2014 03:47 PM
07-19-2014 05:40 PM
by kslawn
1 101
Gopher schedule software
Ray
07-18-2014 04:13 PM
07-18-2014 04:13 PM
by Ray
0 106
2006 Chevy fuel pump...
KevinsLawns
07-17-2014 08:39 PM
07-18-2014 11:51 AM
by Steve
1 103
Halfway point of year!
Steve
07-01-2014 12:08 PM
07-18-2014 11:38 AM
by Steve
14 642
I got told to leave and...
gwilson98
06-16-2014 02:07 PM
07-17-2014 11:43 AM
by Steve
16 945
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
07-16-2014 08:38 PM
by ExtremeLawncareServices
73 4,206
Hey guys this is the...
prmenter@gmail.com
07-07-2014 08:23 PM
07-16-2014 08:10 PM
by ExtremeLawncareServices
28 679
Mowing the hills
prmenter@gmail.com
07-08-2014 12:22 PM
07-16-2014 05:00 PM
by Just for Cuts
18 618
Say Hello !!!
Steve
03-19-2007 11:18 AM
07-15-2014 05:38 PM
by icon2000
1,184 318,206
need some help geting...
dalvan0
07-13-2014 09:28 PM
07-15-2014 11:56 AM
by Steve
5 211
new trailer help
mattthelawnguy
07-11-2014 08:21 PM
07-15-2014 11:42 AM
by Steve
9 308
Classified Ad Template...
bcfb
06-05-2013 02:40 AM
07-15-2014 11:16 AM
by Steve
15 3,638
Husqvarna pz 60
CDLAWNCARE
07-06-2014 06:50 PM
07-15-2014 08:53 AM
by kslawn
10 378
Lowballers
Chaz
07-11-2014 03:55 PM
07-14-2014 12:27 PM
by Steve
5 313
My new side job
Sprinkler Buddy
05-10-2014 05:23 AM
07-14-2014 12:15 PM
by Steve
10 774
Illegal spraying
GoGreenerKS
07-04-2014 09:11 AM
07-13-2014 10:36 PM
by GoGreenerKS
10 490
New Mower and Trailer
Chaz
06-25-2014 12:04 PM
07-13-2014 06:25 PM
by SGL1
7 491
What Fertilizer to Use?
acrajchel
04-07-2014 01:56 PM
07-12-2014 07:36 PM
by SGL1
21 1,810
Fuel and fuel additives
SGL1
07-06-2014 10:23 AM
07-11-2014 07:53 PM
by SGL1
15 480
Questions for a patchy...
jumcgee
07-09-2014 08:42 AM
07-11-2014 12:34 PM
by Steve
1 166
toro proline blades wont...
boog
06-25-2014 06:26 PM
07-11-2014 05:28 AM
by kslawn
18 598
Contents of Marketing to...
prmenter@gmail.com
07-09-2014 05:25 PM
07-10-2014 03:23 PM
by Steve
3 248
Shindaiwa
CLB454
05-13-2014 09:04 PM
07-10-2014 03:04 PM
by Steve
14 729
Starting New in FL
mmcuttrim
08-06-2010 09:22 AM
07-10-2014 02:44 PM
by Steve
48 11,174
Bid help 45 on acre...
Priggan
06-26-2014 12:56 PM
07-09-2014 08:38 AM
by kslawn
7 472
need help bidding fence...
veteranslawncaresystems
07-03-2014 10:33 AM
07-08-2014 12:00 PM
by Steve
5 336
Trimmer or Knife?
gwilson98
07-04-2014 09:56 PM
07-07-2014 02:41 PM
by Steve
6 302
Started a New Solar Lawn...
Solar Lawn Care
06-08-2013 01:40 AM
07-07-2014 01:55 PM
by Steve
37 7,358
New Canadian Member
coppervalley
07-04-2014 02:15 PM
07-07-2014 01:12 PM
by Steve
1 199
Happy Independance...
stevef1201
07-04-2014 07:05 AM
07-07-2014 01:01 PM
by Steve
2 201
Echo PE 266 edger
stevef1201
07-01-2014 01:28 PM
07-07-2014 12:47 PM
by Steve
4 286
30 Inch Push Mowers Pros...
Billy Goat
06-27-2013 08:07 PM
07-06-2014 01:50 PM
by SGL1
21 5,160
Poulan Pro trimmers
SGL1
06-30-2014 11:16 PM
07-05-2014 09:32 PM
by SGL1
20 475
Timber!
Clays Landscape
11-28-2011 09:48 PM
07-05-2014 07:31 PM
by jhinton
22 5,709
» Popular Tags
2wd 4x4 34'' ads birdscaping blades charge christmas christmas light hanging commercial craigslist customers ditches employee problems exmark fall ferris financing franchise gopherhaul grass gravely growing a lawn care business health holiday how much to charge installation invoice labor cost late lawn lawn care business podcast lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care seo lawn care website lawn care website seo leaf cleanup lesco lighting brass outdoor lights marketing mechanic mowing new and restored landscapes new buisness new business podcast promotion riding mower running a business savannah scag seo social media starting a business steep lawns stihl sulky theft of services tips top dresser toro tree care truck new used landscape upsell walk behind walker won't return
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 06:21 PM.


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

All times are GMT -5. The time now is 06:21 PM.

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