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
  #11  
Old 01-28-2011, 12:57 PM
stevef1201 stevef1201 is offline
Senior Member
 
Join Date: Apr 2010
Location: Central Florida
Posts: 1,120
Rep Power: 6
stevef1201 is on a distinguished road
Talking picframer is right

having given estimates for many different things that looked like they need being done has not only gotten me the 'upsale', but calls from friends of thiers about upsale items. Have made a lot of money wit out selling becasue of this. also my cusotmers have expressed thanks for pointing out little problems that they could take care of before they got big. Also by letting them know about small problems, and how they can take care of those problems, thereby savingthem money, they will approach you for some of the expensive upsale items. I hope that this makes sense.
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


  #12  
Old 01-29-2011, 03:09 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,422
Rep Power: 10
Steve has disabled reputation
Default

Lawn care business tipsLawn Care Business Book
Quote:
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.
So would you suggest when creating the bid, create the bid for what the customer asks for but also include somehow on the bid, additional services they could use and may elect to hire you to perform? Or should the bid only show services you have gotten the customer's ok to put on the bid?


Quote:
Also by letting them know about small problems, and how they can take care of those problems, thereby savingthem money, they will approach you for some of the expensive upsale items. I hope that this makes sense.
This is a very interesting point too. As part of your sales presentation, if you point out small issues to the customer you have found, by explaining to them how to do the small projects, you actually build a better bond with the customer? Once you explain the process to resolve the issue, the customer may or may not choose to do it themselves?

Maybe by knowing what is involved, they can make a better educated decision and where they might initially have thought the job would be easy for them to do, after you explained it, it might seem more difficult and they therefor would choose you to perform it?
__________________
- 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
  #13  
Old 01-29-2011, 03:30 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
So would you suggest when creating the bid, create the bid for what the customer asks for but also include somehow on the bid, additional services they could use and may elect to hire you to perform? Or should the bid only show services you have gotten the customer's ok to put on the bid?




This is a very interesting point too. As part of your sales presentation, if you point out small issues to the customer you have found, by explaining to them how to do the small projects, you actually build a better bond with the customer? Once you explain the process to resolve the issue, the customer may or may not choose to do it themselves?

Maybe by knowing what is involved, they can make a better educated decision and where they might initially have thought the job would be easy for them to do, after you explained it, it might seem more difficult and they therefor would choose you to perform it?
Your bid should contain a thank you for meeting with me today and allowing my company to provide an estimate for each of the following services you contacted us for...... then a We also noticed you would benefit from the following....

I personally brake each service down, what I noticed, what we can do, why and the cost, I quite often mention this when meeting the prospect.

Your second point sends a message in several ways, we noticed, we can provide etc. As a homeowner I may not notice everything when I call a service fellow, same as taking your vehicle in, if they suggest something should be fixed, why and here is the cost, it is a tremendous way to build the relationship.

In some cases maybe the client will do it, there are many ways to explain in a very suttle way, why hiring one of us would be in their best interest, not always but quite often, pressure washing comes to mind, the client is not going to get the desired results with a $99.00 big box store washer, I have a suttle line for this that generally works, more often than not if they try, they call us to do it right for them.
__________________
Andy
Halifax, Nova Scotia
Reply With Quote
  #14  
Old 01-29-2011, 10:23 AM
Growing Green Growing Green is offline
new member
 
Join Date: Dec 2010
Location: Texas
Posts: 323
Rep Power: 0
Growing Green is on a distinguished road
Default

Great stuff! I've actually been doing that as I meet with the customers, but when I send them the estimate just to have it in writing I haven't been adding my prices for everything else.

Thanks for the info.

Matt
Reply With Quote
  #15  
Old 01-30-2011, 01:56 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,422
Rep Power: 10
Steve has disabled reputation
Default

Quote:
Your bid should contain a thank you for meeting with me today and allowing my company to provide an estimate for each of the following services you contacted us for...... then a We also noticed you would benefit from the following....
Andy,

Do you recommend this be giving on the spot while you are there with the customer?

Also, should the thank you and estimate be separate or on the same paper?
__________________
- 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
  #16  
Old 01-30-2011, 04:00 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,

Do you recommend this be giving on the spot while you are there with the customer?

Also, should the thank you and estimate be separate or on the same paper?
Every client is a bit different, some you know from the start they only want/can afford to have what they asked for, I will always try to mention other things I see that we can do, I tell them I will provide an estimate for what they asked for and what other things we can do.

I have a laptop and printer in the truck and I have standard paragraph's covering a service that I tweak, I will sometimes provide a verbal quote on the spot and then email it from the truck or if I can't get wireless I can print it, in short every quote is in email or writing.

The thank you should be in person and in follow up email, in my opinion.
__________________
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
John Deere z235 Deck
WesleySnips
09-29-2014 06:02 PM
Yesterday 08:54 PM
by ExtremeLawncareServices
3 159
Look out Bob Villa -...
Mr Dave
Yesterday 10:06 AM
Yesterday 08:19 PM
by Matther777
2 109
Real Estate??
tbtigers03
Yesterday 06:43 PM
Yesterday 08:17 PM
by Sprinkler Buddy
3 77
Question?what should I...
dalvan0
09-24-2014 11:10 PM
Yesterday 08:01 PM
by ExtremeLawncareServices
16 744
Kohler command carb...
ExtremeLawncareServices
09-21-2014 03:09 PM
Yesterday 07:37 PM
by ExtremeLawncareServices
25 1,092
Help a brother...
tbtigers03
09-28-2014 11:41 AM
Yesterday 06:13 PM
by tbtigers03
6 315
Hello from Kentucky
TRV
Yesterday 05:42 PM
Yesterday 05:54 PM
by Sprinkler Buddy
1 57
Sprinkler head guards...
Sprinkler Buddy
09-27-2014 04:55 AM
Yesterday 05:51 PM
by Sprinkler Buddy
4 368
Give Me Your Problems
ellakit
Yesterday 04:10 PM
Yesterday 04:10 PM
by ellakit
0 17
Say Hello !!!
Steve
03-19-2007 11:18 AM
Yesterday 03:53 PM
by ellakit
1,188 336,213
Whe does Mowing season...
jack2048
Yesterday 07:05 AM
Yesterday 02:38 PM
by Steve
3 134
Falling into business
stellarmowing
09-28-2014 04:35 PM
Yesterday 02:17 PM
by Steve
4 289
hey
sizemorelawncare
09-28-2014 08:12 PM
09-29-2014 03:10 PM
by Steve
2 223
Update on LawnsAway and...
Ian Lovejoy
09-28-2014 10:24 AM
09-29-2014 03:09 PM
by Steve
2 280
Need to figure out how...
tjslawnde
09-28-2014 10:31 AM
09-29-2014 03:05 PM
by Steve
4 292
Aerocore Deck?
wdrdoctor
09-26-2014 06:21 PM
09-29-2014 02:36 PM
by Steve
3 421
Hello from CNY
arazucontracting
09-22-2014 06:07 PM
09-29-2014 02:33 PM
by Steve
3 677
How to price lawn mowing.
jack2048
09-24-2014 04:18 PM
09-29-2014 02:27 PM
by Steve
4 528
Pricing ????
6295danny
01-14-2013 07:54 PM
09-29-2014 02:22 PM
by Steve
35 6,547
30 Inch Push Mowers Pros...
Billy Goat
06-27-2013 08:07 PM
09-27-2014 04:11 PM
by SGL1
30 7,049
Replacing a Shindi T-27
Dan Tanner
09-13-2014 12:59 PM
09-26-2014 04:16 PM
by stevef1201
5 1,069
Looking for feed back on...
ExtremeLawncareServices
09-17-2014 08:38 AM
09-25-2014 09:18 AM
by ExtremeLawncareServices
10 1,096
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
09-25-2014 08:01 AM
by ExtremeLawncareServices
124 9,280
Trying something new,...
ExtremeLawncareServices
09-21-2014 09:07 PM
09-23-2014 11:13 AM
by Steve
4 774
This sucks...
Matther777
09-18-2014 04:56 PM
09-22-2014 08:02 PM
by ExtremeLawncareServices
11 1,156
Not sure, but anyone do...
SnowRemoval2k14
09-22-2014 12:10 AM
09-22-2014 04:49 PM
by Steve
1 716
Tribulations of working...
stevef1201
09-13-2014 08:37 AM
09-22-2014 04:45 PM
by Steve
9 1,046
Mulching beds
Bradcook21
09-21-2014 07:43 AM
09-22-2014 04:43 PM
by Steve
3 784
Scag turf tiger hydrolic...
ExtremeLawncareServices
09-04-2014 10:55 PM
09-22-2014 04:35 PM
by Steve
12 1,419
2014 Gie-expo
ExtremeLawncareServices
08-19-2014 11:22 PM
09-21-2014 09:23 PM
by ExtremeLawncareServices
3 1,436
Mowing 7 acres
avetslawncare
08-31-2014 04:24 PM
09-19-2014 03:29 PM
by acrajchel
6 1,655
snowplowing
jshak40
09-01-2014 07:20 AM
09-19-2014 11:49 AM
by Steve
23 2,087
Lowballers scrubs &...
Darksteel
01-13-2014 07:35 AM
09-18-2014 06:32 PM
by Northwoods Outdoors
58 7,490
Hello from upstate NY!
A&MLawn&Snow
09-18-2014 11:19 AM
09-18-2014 04:10 PM
by Sprinkler Buddy
2 890
Price to apply fertilizer
SS.Lawncare
09-15-2014 11:10 AM
09-18-2014 01:16 PM
by Steve
9 1,074
Trailer tires
J.A.S.LawnService
09-01-2014 10:17 AM
09-17-2014 09:57 PM
by curts lawn care
4 1,503
new to the forum
SGlawncare
09-16-2014 11:20 PM
09-17-2014 08:29 PM
by curts lawn care
3 901
Help With Snow Blowing...
Robertf31
09-13-2014 10:55 PM
09-17-2014 12:34 PM
by Steve
11 1,261
Non-Stop Summer?
SouthallMowing
09-14-2014 10:51 PM
09-17-2014 10:48 AM
by stevef1201
6 1,017
Poll - net income
Dan5082
11-15-2010 08:08 PM
09-16-2014 04:44 PM
by jrs.landscaping
12 3,769
Getting lowballed!
PineHillLawn
06-27-2012 07:23 AM
09-16-2014 01:25 PM
by jrs.landscaping
24 5,509
Compare this summer to...
Steve
09-03-2014 12:52 PM
09-16-2014 11:20 AM
by Hanks Lawn Care Services
15 1,690
thinking about throwing...
veteranslawncaresystems
09-09-2014 10:31 PM
09-15-2014 03:41 PM
by Steve
12 1,410
Hello
Robertf31
09-12-2014 10:34 PM
09-15-2014 03:17 PM
by Steve
2 914
Newbie......Again
Jibber
09-13-2014 12:17 PM
09-15-2014 02:54 PM
by Sprinkler Buddy
2 1,037
need help with starter...
GoGreenerKS
09-12-2014 04:23 PM
09-15-2014 02:25 PM
by Steve
3 961
Brake job!
kslawn
08-30-2014 07:49 AM
09-15-2014 02:16 PM
by Steve
12 1,760
Hello
jawnebgoode
08-28-2014 08:37 PM
09-15-2014 02:15 PM
by Steve
3 1,489
Employee uniforms
Gerardo_Landscape
01-21-2014 11:11 PM
09-15-2014 02:12 PM
by Steve
5 1,557
Greetings from the north
Northwoods Outdoors
09-13-2014 08:55 AM
09-15-2014 02:07 PM
by Steve
1 905
» Popular Tags
4wd bob villa charge christmas christmas lighting collections commercial demonstration ditches employee problems estimate exmark ferris first truck fundraiser georgia gopherhaul gravely hardscapes holiday how much to charge how to how to bid hydraulic introduction kawasaki labor cost landscape services lawn lawn care lawn care busines plan lawn care business book lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care website lawn care website seo leaf removal lesco lighting marketing mowing mulch estimate new buisness new mower past due patio install podcast property management company reo rotating running a business scag scag v-ride seo sprayer starting a business start up lawn care business steep lawns steve stihl tips top dresser toro trailer mate pro truck new used landscape walker won't return wright stander rh
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 12:55 AM.


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

All times are GMT -5. The time now is 12:55 AM.

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