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
  #1  
Old 01-25-2011, 06:32 PM
legendlawn's Avatar
legendlawn legendlawn is offline
Member
 
Join Date: Oct 2008
Location: Andover, KS
Posts: 93
Rep Power: 7
legendlawn is on a distinguished road
Default Need Help resolving a client complaint.

I recently received a payment from a client with a note telling us not to return to either of his properties next year, because we had "ruined" his front yard by "excess mowing." When we started taking care of his property there was very little grass in his front yard to begin with. We still mowed his yard weekly because: 1) There was much more grass in the back. 2) That is what he requested. This summer alot of people in our area lost turf caused by moisture and temerature conditions. There was alot of renovation work around here this past fall. I feel that his complaint/reason for firing us was unfounded. I feel like defending our company. There is still a balance on his account, that I intend to collect here soon. What do you guys think about how I should respond, or should I respond etc.
__________________
Logan Hershberger
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 01-25-2011, 08:45 PM
CHEESE2009's Avatar
CHEESE2009 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 74
Posts: 4,475
Rep Power: 10
CHEESE2009 is on a distinguished road
Default

Lawn care business tipsLawn Care Business Book
Google Earth will have a picture of his lawn a few years before you stepped foot on it.... it could help as a form of evidence if his lawn has always been crummy.


Perhaps this customer is just saying those words, but deep down he's just being cheap and doesn't want your service. People are weird.


I wouldn't recommend going back to these customers, though I'd hate to have them think you didn't do your best.
Reply With Quote
  #3  
Old 01-25-2011, 09:24 PM
jymie's Avatar
jymie jymie is offline
Senior Member
 
Join Date: Aug 2008
Location: Hamburg New York
Posts: 905
Rep Power: 7
jymie is on a distinguished road
Default

During the summer months we typically raise our blade up a notch to prevent the heat burning out the lawn. Some weeks we skipped if it appeared to not need a cut, but always let the customer know that we felt it was OK till next week.
Reply With Quote
  #4  
Old 01-25-2011, 11:57 PM
bruces bruces is offline
new member
 
Join Date: Apr 2010
Posts: 828
Rep Power: 0
bruces is on a distinguished road
Default

I think you should contact him ,ask politely about his concerns,explain your side of his complaints,ask if there is anything you can do to make him happy ,and try to get a resolution your both happy with .If you cant make him happy ,shake his hand and ask him to contact you in the future if he needs something done .You might not ever get a return call ,but its also possible your replacement might not be up to his standards either and he might start thinking better of your work .
Reply With Quote
  #5  
Old 01-26-2011, 04:02 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,688
Rep Power: 10
Steve has disabled reputation
Default

I agree. I think this is a a situation where the lines of communications either got crossed or there wasn't enough communication.

You have a good chance at resolving this by talking it out.

Do you feel this experience will change the way you operate at all? Have you felt there have been learning lessons from it?

Keep us posted.
__________________
- 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
  #6  
Old 01-26-2011, 10:38 AM
legendlawn's Avatar
legendlawn legendlawn is offline
Member
 
Join Date: Oct 2008
Location: Andover, KS
Posts: 93
Rep Power: 7
legendlawn is on a distinguished road
Default

Thanks for the feedback. I definitely think it was mostly a communication issue, and the fact the client is uneducated about what it takes for a healthy yard. Obviously that is partly my short coming. There was also some miscommunication with his billing, and rather than talking to me about it, I felt that he took some frustration out by taking the cheap shot of saying our company "ruined" his lawn. This was definitely a huge learning experience for our company. I should of talked to him more about his lawn etc. There were other issues with affecting his lawn such as soil, tree problems, tree roots, major tree removal needed etc. for him to truly have a good lawn, and based on the condition of his property to begin with, I couldn't forsee him spending that money. I think I will take bruces advice and include a cordial letter with his final invoice.
__________________
Logan Hershberger
Reply With Quote
  #7  
Old 01-27-2011, 02:25 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,688
Rep Power: 10
Steve has disabled reputation
Default

Keep us posted on how this turns out. You never know! Just talking can really help resolve issues with many many things.

Quote:
I should of talked to him more about his lawn etc.
So if a customer calls you to mow his lawn and his lawn is pretty crappy, do you feel ultimately the quality of their lawn will reflect on you and it's important to talk to a customer about why the lawn is in bad shape and what you can do about it?

Or are you thinking something else?

As you think of other customers you have now, do you find the lessons learned from this customer will be applied to them?
__________________
- 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
  #8  
Old 01-27-2011, 05:58 AM
picframer's Avatar
picframer picframer is offline
Andy
 
Join Date: Jan 2009
Location: Halifax, Nova Scotia
Posts: 2,885
Rep Power: 9
picframer will become famous soon enough
Default

Hindsight is always 20/20, turn this into a positive, meet with the client and explain what should have been done to the yard to turn the lawn around and have your estimate ready. Go on to explain that it is your general practise to offer clients solutions however in his case you made a wrong assumption they were only interested in mowing.
__________________
Andy
Halifax, Nova Scotia
Reply With Quote
  #9  
Old 01-28-2011, 04:14 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,688
Rep Power: 10
Steve has disabled reputation
Default

Quote:
Go on to explain that it is your general practise to offer clients solutions however in his case you made a wrong assumption they were only interested in mowing.
Andy,

You bring up a very good point. Have you ever found yourself asked to maintain a property that had some issues with the lawn before you got there and the customer only wanted lawn mowing?

What is your view on if these are good customers to take on or not? Do you feel that the quality of the lawn, even if you are not hired to alter the lawn quality, will ultimately reflect on your business? So in a sense, can a negative light be cast on your business if you mow a lawn that needs more attention than just mowing, but the customer does not want you to resolve that issue?
__________________
- 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 01-28-2011, 07:16 AM
picframer's Avatar
picframer picframer is offline
Andy
 
Join Date: Jan 2009
Location: Halifax, Nova Scotia
Posts: 2,885
Rep Power: 9
picframer will become famous soon enough
Default

Quote:
Originally Posted by Steve View Post
Andy,

You bring up a very good point. Have you ever found yourself asked to maintain a property that had some issues with the lawn before you got there and the customer only wanted lawn mowing?

What is your view on if these are good customers to take on or not? Do you feel that the quality of the lawn, even if you are not hired to alter the lawn quality, will ultimately reflect on your business? So in a sense, can a negative light be cast on your business if you mow a lawn that needs more attention than just mowing, but the customer does not want you to resolve that issue?
Yes. most of the time.

Every request for service I get, when I look at the property I look at everything and write a proposal for each thing we suggest, why and the charge. Even if you call us for pressure washing and I notice to have a tree that needs to be cut, brush that could be chipped, maybe you need a spraying on your lawn etc.

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.

The other thing is we want to cut travel, let you be aware of issues, be aware of things we can do. You never know and it does happen that you call me to cut a tree and I give you a quote but also a quote for pressure washing, maybe someone asks you down the road, do you know a company that offers pressure washing, even if you do not hire us to do your place, you might mention us.

It's all about expanding your network every way you can.
__________________
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 03:06 AM
Firing a Client Yard Elements Starting a lawn care business. 10 05-01-2010 08:19 PM
Happy Client(s) picframer General Talk 16 03-25-2010 07:35 PM
Has the BBB ever sent you a complaint letter? Steve General Business Discussions 3 06-27-2006 02:08 PM
How Well Do You Know Your Client? Steve General Business Discussions 4 04-26-2006 09:27 AM

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Facebook
element009
03-23-2011 09:36 AM
Today 04:33 PM
by stevef1201
38 9,871
Repair or replace the...
lxarth
12-17-2014 05:07 PM
Today 04:29 PM
by stevef1201
9 268
Stander Vs. Zt
totalscape
Yesterday 07:57 PM
Today 04:26 PM
by stevef1201
4 84
Ideas on a large bid
Knaubone
Today 11:57 AM
Today 11:57 AM
by Knaubone
0 35
what do you "love" to...
calebmoss
07-06-2011 10:05 PM
Today 12:52 AM
by rmccutchan
31 9,033
I'm BACK!
SuperiorPower
12-16-2014 11:08 PM
Yesterday 11:33 PM
by SuperiorPower
7 252
These are the days on...
ExtremeLawncareServices
03-22-2014 10:12 AM
12-19-2014 09:45 PM
by ExtremeLawncareServices
189 16,711
Georgia Boys!
Chilehead
12-18-2014 10:23 PM
12-19-2014 09:36 PM
by Chilehead
2 117
Employee job training...
brookline
12-15-2014 08:15 PM
12-19-2014 07:48 PM
by SuperiorPower
9 354
Hello from Md
homey
12-17-2014 06:55 PM
12-19-2014 06:00 PM
by homey
5 201
Has Obamacare helped or...
Steve
12-18-2014 04:37 PM
12-19-2014 05:43 PM
by stevef1201
3 142
What Fertilizer to Use?
acrajchel
04-07-2014 02:56 PM
12-17-2014 01:11 PM
by Steve
23 3,011
Grass hopper mower
ExtremeLawncareServices
12-05-2013 09:51 AM
12-17-2014 09:40 AM
by SuperiorPower
34 6,161
Peco Bagger
AGPS
11-18-2014 02:20 PM
12-17-2014 09:13 AM
by SuperiorPower
15 1,369
New to Gopher Haul-from...
323k13l
12-12-2014 10:34 PM
12-15-2014 02:58 PM
by Steve
3 331
hi
creteland
12-12-2014 09:06 AM
12-15-2014 01:45 PM
by Steve
5 320
New addition to my small...
googus
12-12-2014 07:36 PM
12-15-2014 07:47 AM
by googus
4 397
Ferris IS700Z
rmccutchan
12-14-2014 01:10 AM
12-14-2014 11:41 PM
by rmccutchan
4 292
Charge what the market...
Billy Goat
12-09-2014 12:39 PM
12-14-2014 06:39 PM
by biglee
20 842
Hi from IL
steveinil
11-25-2014 02:07 PM
12-12-2014 07:18 AM
by steveinil
4 841
Utility Company Right of...
eastsidelandcare
12-11-2014 04:54 PM
12-11-2014 04:54 PM
by eastsidelandcare
0 304
leaf removal
Double J LLC
10-03-2014 05:24 PM
12-11-2014 04:50 PM
by eastsidelandcare
33 4,138
suggestions on full lawn...
Brian3137
12-10-2014 07:18 PM
12-11-2014 03:41 PM
by Steve
6 422
new to me box truck
jrayb39667
03-06-2014 11:20 PM
12-11-2014 09:43 AM
by Sprinkler Buddy
18 3,421
Hello from SW FL!!
5StarLawnscaping
12-05-2014 02:35 PM
12-10-2014 02:45 PM
by WesleySnips
7 667
Echo pb200 blower fuel...
googus
12-06-2014 09:03 PM
12-09-2014 06:35 PM
by Steve
3 512
Are you prepared for the...
Steve
12-02-2014 04:13 PM
12-09-2014 06:22 PM
by Steve
7 938
Email Address Name
Just Cuts
12-07-2014 09:49 PM
12-08-2014 03:15 PM
by Steve
3 458
Inspection form
stevef1201
12-07-2014 10:38 AM
12-08-2014 03:10 PM
by Steve
1 460
Truck, Trailer,...
hawthornelawncare
12-23-2011 01:01 AM
12-08-2014 12:37 PM
by jrs.landscaping
108 34,262
Back Pack Blower
Ian Lovejoy
11-09-2014 08:41 AM
12-07-2014 06:35 PM
by stevef1201
24 1,752
Innovation by mandate
bayoubandit
11-29-2014 01:33 PM
12-06-2014 03:27 PM
by SGL1
12 1,005
Trying something new,...
ExtremeLawncareServices
09-21-2014 10:07 PM
12-05-2014 11:06 AM
by Steve
9 2,300
Good help is hard to find
Hanks Lawn Care Services
11-19-2014 03:27 PM
12-04-2014 01:32 PM
by stevef1201
15 1,486
How many hours is too...
Just Cuts
12-04-2014 09:00 AM
12-04-2014 01:02 PM
by Just for Cuts
6 640
Does this sound like a...
googus
12-03-2014 07:47 AM
12-04-2014 12:37 PM
by Steve
5 724
New website
Chilehead
11-20-2014 04:39 PM
12-04-2014 12:27 PM
by Steve
14 1,258
New website
SGL1
12-02-2014 10:55 PM
12-03-2014 11:17 PM
by BLC7
19 894
Websites, how long...
Dan Tanner
03-09-2014 08:29 AM
12-03-2014 11:12 PM
by SGL1
21 3,276
I Want to buy old...
ExtremeLawncareServices
10-10-2014 11:04 PM
12-03-2014 10:36 PM
by ExtremeLawncareServices
8 1,898
GPS trackers for...
Billy Goat
12-02-2014 06:09 PM
12-03-2014 07:17 PM
by Steve
8 742
My site is on fronts page
tbtigers03
11-14-2014 05:58 PM
12-03-2014 06:31 PM
by SGL1
17 1,488
Hiring Subs over Temps
Billy Goat
12-02-2014 06:26 AM
12-03-2014 01:24 PM
by Steve
3 666
Thanksgiving cards
Steve
11-10-2008 11:57 AM
12-02-2014 11:11 PM
by SGL1
11 9,559
New parking area
ExtremeLawncareServices
11-07-2014 09:47 PM
12-02-2014 02:17 PM
by jrs.landscaping
12 1,518
Pressure Washing...
WesleySnips
07-31-2014 07:13 PM
12-02-2014 08:47 AM
by SGL1
6 1,541
old contracts
bayoubandit
11-29-2014 11:10 AM
12-01-2014 11:20 AM
by Steve
3 732
Hi to you NOTHERNERS
stevef1201
11-11-2014 05:56 PM
12-01-2014 10:54 AM
by Steve
9 1,309
Lawn care truck
Steve
10-10-2009 03:40 AM
12-01-2014 10:45 AM
by Steve
32 15,222
Intuit Quickbooks...
CDLAWNCARE
11-30-2014 10:19 AM
11-30-2014 10:19 AM
by CDLAWNCARE
0 644
» Popular Tags
2wd 4x4 apartment complex bark billy goat brushcutter blades bob villa care charge christmas collections edging employee problems equipment rental estimate foreman four wheel drive gopherhaul gravely growing a lawn care business hardscapes hills holiday husqvarna jobs labor cost landscape services lawn lawn care lawn care business lawn care business podcast lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care website lawn care website seo lighting lighting brass outdoor lights marketing mowing mr dave mulch mulch estimate new buisness new mower past due per hour service podcast pto push versus ride running a business savannah scripts search engine optimization seo shell shreaded small engine repair snow sprayer starting a business toro grand stand trailer trimmer rack truck new used landscape turfgrass consulting up sell employee won't return wood
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 06:30 PM.


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

All times are GMT -5. The time now is 06:30 PM.

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