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, 05:32 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, 07:45 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: 11
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, 08:24 PM
jymie's Avatar
jymie jymie is offline
Senior Member
 
Join Date: Aug 2008
Location: Hamburg New York
Posts: 912
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, 10:57 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, 03:02 AM
Steve's Avatar
Steve Steve is offline
Administrator
 
Join Date: May 2003
Posts: 37,118
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, 09:38 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, 01:25 AM
Steve's Avatar
Steve Steve is offline
Administrator
 
Join Date: May 2003
Posts: 37,118
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, 04:58 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

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, 03:14 AM
Steve's Avatar
Steve Steve is offline
Administrator
 
Join Date: May 2003
Posts: 37,118
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, 06:16 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,

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 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
I lost a long term...
Sprinkler Buddy
09-04-2011 02:24 PM
Today 08:23 PM
by Just for Cuts
13 3,291
Flag or no flag
Matther777
03-24-2015 02:41 PM
Today 05:50 PM
by Sprinkler Buddy
9 262
Office Administration...
Girlfriend
Today 05:40 PM
Today 05:40 PM
by Girlfriend
0 18
Office Administration...
Girlfriend
Today 05:32 PM
Today 05:32 PM
by Girlfriend
0 19
Billing methods
jcurr33
Today 01:33 PM
Today 01:33 PM
by jcurr33
0 32
introducing myself
chris2500hd
03-24-2015 11:16 AM
Today 01:22 PM
by chris2500hd
7 153
Commercial Jobs
CurbAppeal1
Yesterday 04:22 PM
Today 12:44 PM
by Steve
4 108
Mower vs lot size advice
jcurr33
Yesterday 09:29 PM
Today 04:49 AM
by avetslawncare
2 82
Finally got a warehouse
avetslawncare
03-12-2015 07:52 PM
Yesterday 08:57 PM
by SGL1
9 432
Is this tree beyond help?
SGL1
03-22-2015 05:35 PM
Yesterday 08:55 PM
by SGL1
14 442
hoa bid need help
bigdaveha12
03-24-2015 08:29 PM
Yesterday 08:04 PM
by avetslawncare
4 141
Opinions on truck wrap
Trupro
02-28-2015 03:21 PM
Yesterday 07:54 PM
by Trupro
33 1,463
How do you get...
ESREVER
Yesterday 01:30 PM
Yesterday 07:20 PM
by avetslawncare
6 119
Bid for large home...
lxarth
03-22-2015 11:06 AM
Yesterday 03:44 PM
by jrs.landscaping
7 234
Employee job training...
brookline
12-15-2014 07:15 PM
Yesterday 03:26 PM
by ESREVER
25 2,295
The New Wave!!!! Read...
Jamesw86
03-22-2015 08:33 PM
Yesterday 02:50 PM
by Steve
10 258
grass in the gas tank
robkattankate
03-23-2015 04:37 PM
Yesterday 02:36 PM
by Steve
5 141
Helping others
hansenslawncare
09-15-2011 08:50 PM
Yesterday 02:33 PM
by Steve
11 2,618
DOT Number
acrajchel
03-20-2015 05:56 PM
Yesterday 02:28 PM
by Steve
7 271
Michelin x tweel.
apmAkron
03-23-2015 04:22 PM
03-24-2015 12:40 PM
by Steve
3 98
Trepidation about...
michellemarvin
03-23-2015 07:46 PM
03-24-2015 11:47 AM
by Steve
1 95
spike aerator???
Bradcook21
03-21-2015 01:55 PM
03-24-2015 10:32 AM
by acrajchel
4 162
Hello from Maryland
michellemarvin
03-23-2015 12:44 PM
03-23-2015 07:33 PM
by michellemarvin
2 98
hello from south GA.
CCandALawnCare
03-23-2015 03:46 AM
03-23-2015 07:06 PM
by CCandALawnCare
2 94
Say Hello !!!
Steve
03-19-2007 11:18 AM
03-23-2015 06:14 PM
by jethro
1,218 379,811
Is anyone doing mosquito...
BWild
01-27-2015 11:30 AM
03-23-2015 12:28 PM
by Steve
9 798
35,000 Eddm
greenscaper123
03-18-2015 12:51 PM
03-23-2015 11:48 AM
by BLC7
18 436
Need some advice about...
Wolf4dk
03-22-2015 10:48 PM
03-22-2015 10:48 PM
by Wolf4dk
0 154
Should i take on this...
christw
03-17-2013 01:23 PM
03-22-2015 09:02 PM
by ExtremeLawncareServices
36 7,514
mower stalls when...
boog
03-19-2015 08:20 AM
03-21-2015 08:13 PM
by Wolf4dk
7 231
Weed and Feed
robkattankate
03-19-2015 09:00 PM
03-21-2015 01:53 PM
by Bradcook21
4 265
These are the days on...
ExtremeLawncareServices
01-11-2015 10:41 AM
03-20-2015 10:00 PM
by ExtremeLawncareServices
32 3,561
Hello Emily Reyes from...
Webster14829
03-20-2015 11:23 AM
03-20-2015 03:36 PM
by Steve
2 152
Finally going to give it...
jcurr33
03-12-2015 08:09 PM
03-20-2015 03:31 PM
by Steve
10 508
Weed id?
SGL1
03-17-2015 08:20 PM
03-20-2015 02:37 PM
by Steve
6 244
Mobile small engine...
luckylogger
03-15-2015 02:05 PM
03-20-2015 06:17 AM
by jrs.landscaping
15 437
Brad Cook 21
SC93
03-16-2015 10:40 PM
03-19-2015 09:04 PM
by Bradcook21
4 321
honest opinion please
uppercut
02-17-2015 01:30 AM
03-18-2015 02:55 PM
by Steve
15 1,266
Repair or replace the...
lxarth
12-17-2014 04:07 PM
03-18-2015 02:49 PM
by Just for Cuts
21 1,991
new to the site
bigdaveha12
03-17-2015 09:13 PM
03-18-2015 02:33 PM
by Steve
1 177
Small dovetail truck...
ExtremeLawncareServices
03-04-2015 06:47 PM
03-17-2015 10:14 PM
by ExtremeLawncareServices
17 824
New Site Hows it look
Infinitelawn
03-16-2015 10:32 AM
03-17-2015 08:15 PM
by SGL1
3 236
mulch questions
Bradcook21
03-08-2015 08:37 AM
03-17-2015 07:00 PM
by Bradcook21
23 933
Scag hydro w/b frame...
Just for Cuts
03-11-2015 03:32 PM
03-17-2015 06:37 PM
by lxarth
11 461
Buy new or used?
lxarth
12-26-2014 09:50 PM
03-17-2015 06:11 PM
by lxarth
14 1,665
New to 2015
Infinitelawn
03-16-2015 08:29 AM
03-17-2015 11:47 AM
by Steve
4 263
Pulling trailer was...
SGL1
03-07-2015 07:14 PM
03-17-2015 08:11 AM
by SGL1
30 1,093
Diesel conversion?
Just for Cuts
03-02-2015 09:59 AM
03-16-2015 03:26 PM
by Just for Cuts
10 602
trimmer racks.
apmAkron
03-12-2015 09:07 AM
03-16-2015 03:17 PM
by Steve
4 326
Ferris FW35 questions
Chilehead
03-10-2015 08:31 PM
03-16-2015 03:11 PM
by Steve
4 320
» Popular Tags
ad landscaping administration aerocore apartment bid apartment lawn care estimate applying auger billy goat brushcutter bush contract help curb appeal services deliquentaccounts design ditches door hangers employee problems equipment rental estimate facebook ferris foreman google gravely growing a lawn care business how to husqvarna introduction jobs john deere quik trac landscape services lawn lawn care lawn care busines plan lawn care business seo lawn care business website lawn care business website seo lawn care seo lawn care website lawn care website seo lawn mowing managing a lawn care business marketing marketing secrets mulch new mower per hour service pricing pto secrets to landscaping seo shell snow plowing square foot starting a lawn care business steep lawns theft toro toro grand stand tractor auger trailer trailer mate pro tree up sell employee virtual assistant web design website website design winterization wood wright stander rh
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 08:23 PM.


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

All times are GMT -5. The time now is 08:23 PM.

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