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: 8
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 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 75
Posts: 4,473
Rep Power: 0
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: 8
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: 38,008
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: 8
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: 38,008
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: 11
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: 38,008
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: 11
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
Z246 Deck change question
JohnsLawnCare
Yesterday 01:47 PM
Yesterday 06:38 PM
by Steve
1 30
DIY Sprayer
acrajchel
Yesterday 09:13 AM
Yesterday 06:36 PM
by Steve
1 31
Hello Everyone
JohnsLawnCare
06-22-2016 11:14 AM
Yesterday 06:20 PM
by Steve
15 550
How much to charge for...
jymie
03-31-2013 05:59 PM
Yesterday 06:18 PM
by Steve
23 5,947
Hi from Long Island NY
Lori22
07-18-2016 02:01 PM
Yesterday 06:11 PM
by Steve
10 203
Hi everyone!
greenwavemedia
Yesterday 03:22 PM
Yesterday 03:22 PM
by greenwavemedia
0 20
New Site Hows it look
Infinitelawn
03-16-2015 10:32 AM
Yesterday 03:06 PM
by greenwavemedia
5 10,439
Needing a website built
burtle
06-17-2015 09:02 AM
Yesterday 02:58 PM
by greenwavemedia
15 18,309
Looking for new host
Just for Cuts
11-26-2015 06:58 AM
Yesterday 02:49 PM
by greenwavemedia
9 1,470
New Business Owner
danesdanglas87
07-20-2016 12:31 PM
07-21-2016 05:04 PM
by Steve
2 102
Hi! I'm Tony from Tampa
Lawnline
07-12-2016 06:47 PM
07-19-2016 04:45 PM
by Steve
5 624
Question about...
Bradcook21
07-18-2016 05:22 PM
07-19-2016 04:38 PM
by Steve
2 119
Hello from Watertown New...
lawnmanrick81
07-19-2016 03:57 PM
07-19-2016 04:11 PM
by Steve
1 68
Gutter Cleaning Tool
DanielThomas
07-18-2016 08:23 AM
07-18-2016 04:36 PM
by Steve
1 96
Starting on a lawn care...
Coco3465
07-16-2016 11:26 AM
07-17-2016 09:20 AM
by Steve
1 124
Aspiring Company Owner
TJ136
07-12-2016 05:12 AM
07-15-2016 02:52 PM
by SC93
6 222
Hi Everyone
JavelinaLawn
07-10-2016 07:29 PM
07-13-2016 02:01 PM
by Chilehead
5 759
Review of our lawn care...
Lawnline
07-12-2016 06:40 PM
07-12-2016 06:40 PM
by Lawnline
0 396
Custom Canopies
JohnsLawnCare
07-12-2016 08:38 AM
07-12-2016 04:14 PM
by Steve
1 269
Spot checked by...
Just for Cuts
06-28-2016 02:34 PM
07-11-2016 03:53 PM
by Steve
4 289
John Deere JS40 issues
Mr. Mow
07-06-2016 01:28 PM
07-11-2016 03:52 PM
by Steve
3 215
Start My Own Business?
mowandblow1980
01-12-2016 07:43 PM
07-11-2016 11:18 AM
by DanielThomas
15 1,769
Rubber mulch...
avetslawncare
06-24-2015 09:28 PM
07-11-2016 09:11 AM
by Chilehead
9 3,301
Firefighter gone Lawn...
Firehouselawn@hotmail.com
03-10-2016 04:50 PM
07-07-2016 05:07 PM
by Steve
11 10,546
I need some business...
Firehouselawn@hotmail.com
07-06-2016 05:42 AM
07-07-2016 05:00 PM
by Steve
4 257
Business Overload
Chilehead
05-06-2016 09:27 PM
07-07-2016 04:53 PM
by Steve
24 1,268
Chemical Applications
acrajchel
06-24-2016 06:44 PM
07-05-2016 12:38 PM
by Chilehead
6 373
Is it too late?
Cpadgett
05-28-2016 09:10 AM
07-05-2016 11:54 AM
by Steve
14 875
3 Applications or 5...
stansg1fresh
02-18-2013 12:02 PM
07-04-2016 09:19 AM
by LawnPerfection
9 1,705
Best Push Mower You Have...
markty
05-14-2016 03:46 PM
07-02-2016 03:41 AM
by markty
27 1,937
Great Arborist Ladder
SGL1
06-04-2016 09:56 AM
06-28-2016 08:04 PM
by mowandblow1980
11 694
Newbie
Jhoell
06-25-2016 03:28 AM
06-28-2016 02:11 PM
by Chilehead
2 270
Say Hello !!!
Steve
03-19-2007 11:18 AM
06-28-2016 11:02 AM
by Brownieboy
1,253 440,301
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 04:27 AM.


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

All times are GMT -5. The time now is 04:27 AM.

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