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: 1,142
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: 36,487
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: 36,487
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
how to fi d commercial...
mchampion319
Today 09:50 PM
Today 09:50 PM
by mchampion319
0 15
What parts do you carry...
Just for Cuts
10-17-2014 09:08 AM
Today 08:23 PM
by ExtremeLawncareServices
17 332
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
Today 05:51 PM
by stevef1201
146 10,887
Pda
stevef1201
Yesterday 02:05 PM
Today 03:24 PM
by Just for Cuts
1 108
Hello, from TEXAS
sanchez5
10-17-2014 09:56 PM
Yesterday 07:28 AM
by Sprinkler Buddy
1 147
Hello From Tennessee
mrmann901
10-17-2014 10:02 PM
10-17-2014 10:02 PM
by mrmann901
0 126
Organic Lawn Care...
NHray
10-17-2014 06:05 PM
10-17-2014 06:05 PM
by NHray
0 154
Jungle to Beautiful
stevef1201
10-17-2014 09:54 AM
10-17-2014 04:56 PM
by stevef1201
2 204
This sucks...
Matther777
09-18-2014 04:56 PM
10-17-2014 04:54 PM
by stevef1201
13 1,982
Cement mixer
KevinsLawns
10-15-2014 08:03 PM
10-17-2014 04:27 PM
by Just for Cuts
6 291
Hello ! New guy Rob here
RWorthley1
10-17-2014 04:05 PM
10-17-2014 04:05 PM
by RWorthley1
0 140
first year update
cmdlawncare
08-12-2014 05:41 PM
10-17-2014 03:46 PM
by cmdlawncare
3 1,113
Snow Blowing
gwilson98
10-12-2014 02:21 PM
10-17-2014 02:51 PM
by Steve
6 498
questions on order to...
jack2048
10-13-2014 11:15 AM
10-17-2014 08:48 AM
by Just for Cuts
14 543
Spreading Weeds?
WesleySnips
07-27-2014 09:46 PM
10-17-2014 07:49 AM
by SGL1
6 796
Grasswhoopins.com Anyone...
GRASS WHOOPINS
06-21-2011 11:38 PM
10-16-2014 01:30 PM
by ExtremeLawncareServices
42 9,139
I Want to buy old...
ExtremeLawncareServices
10-10-2014 10:04 PM
10-15-2014 09:12 PM
by ExtremeLawncareServices
6 542
Say Hello !!!
Steve
03-19-2007 11:18 AM
10-15-2014 06:43 PM
by NHray
1,190 339,775
Workmans compensation...
CDLAWNCARE
10-15-2014 08:05 AM
10-15-2014 02:57 PM
by Steve
2 284
Do you find weed eating...
chuck2s
10-15-2014 02:10 PM
10-15-2014 02:10 PM
by chuck2s
0 250
Incorporating &...
WesleySnips
10-01-2014 09:39 PM
10-15-2014 01:37 PM
by kslawn
20 1,339
Falling into business
stellarmowing
09-28-2014 04:35 PM
10-15-2014 05:57 AM
by ringahding1
8 1,361
Apartment Complex and...
lxarth
06-22-2011 01:10 PM
10-14-2014 06:25 PM
by jrs.landscaping
42 9,420
I LOVE hedge trimming
stevef1201
10-13-2014 09:05 AM
10-14-2014 01:06 PM
by Steve
5 379
Help with seeder...
ExtremeLawncareServices
10-09-2014 07:39 AM
10-13-2014 08:09 PM
by ExtremeLawncareServices
5 544
The Market watch
WesleySnips
10-12-2014 08:47 PM
10-13-2014 05:40 PM
by SGL1
3 389
Help pricing a large...
Bradcook21
10-07-2014 06:49 AM
10-13-2014 02:00 PM
by Steve
7 732
leaf removal
Double J LLC
10-03-2014 04:24 PM
10-13-2014 06:46 AM
by Billy Goat
19 1,352
Acerage Rake
acrajchel
04-23-2014 07:23 PM
10-12-2014 10:53 PM
by SGL1
2 708
John Deere z235 Deck
WesleySnips
09-29-2014 06:02 PM
10-12-2014 06:20 PM
by kslawn
25 1,498
Credit card contract
SGL1
10-06-2014 05:31 PM
10-12-2014 03:40 PM
by SGL1
18 921
Truck craft dump bed...
ExtremeLawncareServices
10-04-2014 08:41 PM
10-10-2014 11:35 AM
by Steve
7 824
First Time River Rock...
berryjam
10-09-2014 06:09 PM
10-10-2014 11:08 AM
by Steve
2 480
West cost lawn prices
SGlawncare
10-09-2014 09:51 PM
10-10-2014 11:03 AM
by Steve
1 475
Question?what should I...
dalvan0
09-24-2014 11:10 PM
10-09-2014 05:58 PM
by kslawn
28 1,992
Mowing the hills
EyeCatchersNow
07-08-2014 12:22 PM
10-09-2014 04:19 PM
by Just for Cuts
25 2,851
snowplowing
jshak40
09-01-2014 07:20 AM
10-09-2014 02:21 PM
by Steve
25 3,496
Changing Scag Freedom Z...
maggiedavidson
10-06-2014 12:24 PM
10-08-2014 06:34 PM
by ExtremeLawncareServices
7 711
The most dangerous part...
Steve
10-06-2014 02:45 PM
10-07-2014 04:18 PM
by ExtremeLawncareServices
3 689
Good Mower
jack2048
10-04-2014 05:34 PM
10-07-2014 01:05 PM
by Steve
7 780
Mulching fad killing...
Tree geek
10-06-2014 08:37 PM
10-06-2014 08:37 PM
by Tree geek
0 596
Help a brother...
tbtigers03
09-28-2014 11:41 AM
10-06-2014 02:53 PM
by Steve
11 1,318
Update on LawnsAway and...
Ian Lovejoy
09-28-2014 10:24 AM
10-06-2014 01:30 PM
by Steve
4 1,186
A GREAT Story
stevef1201
10-02-2014 10:33 AM
10-06-2014 12:50 PM
by Steve
6 996
Look out Bob Villa -...
Mr Dave
09-30-2014 10:06 AM
10-03-2014 07:26 PM
by kslawn
6 1,136
Kohler command carb...
ExtremeLawncareServices
09-21-2014 03:09 PM
10-03-2014 07:12 PM
by kslawn
27 2,093
thinking about throwing...
veteranslawncaresystems
09-09-2014 10:31 PM
10-03-2014 03:37 PM
by ExtremeLawncareServices
14 2,659
Sprinkler head guards...
Sprinkler Buddy
09-27-2014 04:55 AM
10-03-2014 05:42 AM
by Sprinkler Buddy
8 1,282
new to the forum
SGlawncare
09-16-2014 11:20 PM
10-02-2014 09:53 PM
by Steve
5 1,728
Looking for feed back on...
ExtremeLawncareServices
09-17-2014 08:38 AM
10-02-2014 09:48 PM
by ExtremeLawncareServices
13 1,998
» Popular Tags
4wd apartment complex article marketing bark bid blades bob villa care charge collections collections subcontractor decorating ditches edging employee problems equipment rental estimate exmark ferris four wheel drive fundraiser gopherhaul gravely growing a lawn care business hardscapes honda how much to charge husqvarna installation introduction landscape services lawn lawn care lawn care business lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care website marketing mr dave mulch new mower past due podcast promotion pto redmax reo running a business scag search engine optimization seo shell small engine repair snow sprayer starting a business steep lawns steve stihl theft of services top dresser toro toro grand stand trimmer rack truck new used landscape turfgrass consulting walker wood
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 11:15 PM.


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

All times are GMT -5. The time now is 11:15 PM.

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