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 > Lawn Care, Landscaping, and Property Management Forums > General Talk

General Talk If it doesn't fit anywhere else, post it here.

Refunding Client


General Talk

If it doesn't fit anywhere else, post it here.
Reply
 
Thread Tools Search this Thread
  #1  
Old 04-05-2011, 05:01 PM
TouchtonsCLC TouchtonsCLC is offline
Member
 
Join Date: Feb 2009
Location: NE Florida
Posts: 53
Rep Power: 6
TouchtonsCLC is on a distinguished road
Default Refunding Client

Our client wants to cancel service, due to other circumstances beyond lawn care. He was paying a flat, monthly rate. Would you refund him based on services provided versus what he paid, or since he broke our agreement, only refund him this month (the month he walked away)? We have no signed contract.
__________________
"A business that makes nothing but money is a poor kind of business." - Henry Ford

Touchton's Complete Lawn Care
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 04-05-2011, 09:23 PM
bruces bruces is offline
new member
 
Join Date: Apr 2010
Posts: 828
Rep Power: 0
bruces is on a distinguished road
Default

Lawn care business tipsLawn Care Business Book
we need more info such as what was paid for,what was done,what wasnt done ,why it wasnt done ,and some info about the payment and why buddy wants his cash back .
Reply With Quote
  #3  
Old 04-05-2011, 10:09 PM
CHEESE2009's Avatar
CHEESE2009 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 73
Posts: 4,475
Rep Power: 10
CHEESE2009 is on a distinguished road
Default

Let's say I buy a cup of coffee every morning for a week (Mon-Fri)

I basically made 5 purchases.

Now, the 5th cup of coffee I had bought on Friday had the wrong combination of sugar and cream. I ask for a refund as soon as I notice the error. It is acceptable to receive a refund, give or take.


1. I cannot honestly ask for a refund for every cup of coffee I ever bought at the store, only for the times I had made a complaint where my order wasn't completed properly. The time you can complain varies on what the money was spent on. If it's coffee, you can't come back a month later to complain - that would be B.S...... For lawn maintenance, you could give them 24hrs.

2. The coffee was cold on Tuesday, but I didn't complain. Instead, I continued to buy this stores coffee every morning for the rest of the week.
I DO NOT deserve a refund for this particular cup of coffee.
(not unless I'm trying to prove how stupid I can be)



Once a purchase has been made, and a complaint hasn't been received for the entire duration of what your customers money grants him - it's over and done with. He had time from the first cut, to the last cut to make a complaint.


IF this customer persists on trying to get refunds, he's obviously a cheap P.O.S and should be avoided at all costs. These people get upset very easily, and will go the distance to get their money back.

People can be so cheap they will spend the majority of their waking hours finding loopholes on how to screw people over to benefit themselves.

Last edited by CHEESE2009; 04-05-2011 at 10:12 PM.
Reply With Quote
  #4  
Old 04-05-2011, 10:21 PM
element009's Avatar
element009 element009 is offline
Senior Member
 
Join Date: Mar 2011
Location: Ocean County, NJ
Posts: 176
Rep Power: 4
element009 is on a distinguished road
Default

Unless you or your workers have done substandard work, I'd say charge them for services rendered (prorated if the full month wasn't completed).

Then two words: "I'm gone"
Reply With Quote
  #5  
Old 04-05-2011, 10:24 PM
CheapNEasy CheapNEasy is offline
Senior Member
 
Join Date: Mar 2009
Location: Georgia
Age: 30
Posts: 119
Rep Power: 6
CheapNEasy is an unknown quantity at this point
Default

You can either refund what hasnt been worked for yet, or tell them to either let you make the final cuts they paid for.... or they can leave the remaining as a tip for you.

Just my thoughts, totally up too you.
Reply With Quote
  #6  
Old 04-06-2011, 04:19 AM
The Cleaning Doctor's Avatar
The Cleaning Doctor The Cleaning Doctor is offline
Senior Member
 
Join Date: Nov 2009
Location: Helena, MT
Posts: 927
Rep Power: 5
The Cleaning Doctor is on a distinguished road
Default

What does not seem to be taken into account is the reason why.

You may know it and it is probably personal for this customer so you don't need to say it here. If the reason is sound, refund the money for work not performed.

Other things to consider.....

Will this person refer you to others? Think of it as a good will gesture, you may just get more work out of it later on.
__________________
Pat
Reply With Quote
  #7  
Old 04-06-2011, 06:09 AM
Tom53 Tom53 is offline
new member
 
Join Date: Apr 2011
Location: Northwest Iowa
Posts: 57
Rep Power: 0
Tom53 is on a distinguished road
Default

Due to circumstances beyond lawn care indicates the client was satisfied with your services up to this point.

The reason may be personal and cannot be shared, or maybe he did tell you. If so was he able to articulate in such a manner that it sounded reasonable? Did it sound like he was hesitating or ho-humming around about the situation? How far in advance has he paid you? Just this month, or for the whole season?

You see there are a lot of details that need to be considered, and I have only mentioned a few.

If you believe this is a reasonable request for whatever he told you and he has been a good client in the past I think a refund would be appropriate. BUT not for services you have already performed. One other point, and an example is, if he paid you $60 a month for service that you would normally charge $80 for, but gave him a monthly discount rate, then what you have done for this month should not be discounted, but it should be pro rated at the higher rate, then refund the rest. If you explain this to him there should not be much problem. But you never know how someone will act in this situation.

If you believe he is giving you a line of BS for what ever reason, (maybe he found some low baller who will do it cheaper), then you might approach it a different way. Break the payment for this month down to how many weeks of service have been performed and how many are left, then keep one or two weeks worth of payments and refund the rest, and again explain this is your "normal" cancellation process. He may not like that, especially if he is getting cheap service from someone else, but this was his choice.

If he hasnt told you the reason, maybe you should ask and then make your determination of how to handle it. Give him the benefit of the doubt if he sounds real, because he will be more likely to recommend you later, and if you part on a bad note he will bad mouth you for sure, which will not help your business.

Interesting situation so let us know how you decide to handle it, and what happened afterwards.
Reply With Quote
  #8  
Old 04-06-2011, 12:46 PM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,289
Rep Power: 10
Steve has disabled reputation
Default

Quote:
we need more info such as what was paid for,what was done,what wasnt done ,why it wasnt done ,and some info about the payment and why buddy wants his cash back .
I agree, can you tell us a little more?
__________________
- 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
  #9  
Old 04-06-2011, 04:03 PM
TouchtonsCLC TouchtonsCLC is offline
Member
 
Join Date: Feb 2009
Location: NE Florida
Posts: 53
Rep Power: 6
TouchtonsCLC is on a distinguished road
Default

He was paying a flat, monthly rate for x number of cuts to be received throughout the season. He only received y number of cuts thus far, so we refunded him x-y.

He lost his job and needed to cut corners. He purchased a lawn mower.

We refunded him what he had prepaid, and he agreed to take a discount on that amount because he was backing-out on us, even though we didn't have a written contract (but a good business law class would stress to you that a verbal contract is a contract, no matter what).

We left on good terms, and I asked him to refer us to his neighbors, friends, family, etc. Perhaps he'll get us some more business.

For future reference to us, we will put a disclaimer on the proposal for level billing that if it is not finished-out, there will be some sort of penalty or fee. It hurts to lose customers, but happily we've been able to replace him 2x over already.
__________________
"A business that makes nothing but money is a poor kind of business." - Henry Ford

Touchton's Complete Lawn Care
Reply With Quote
  #10  
Old 04-06-2011, 05:14 PM
bruces bruces is offline
new member
 
Join Date: Apr 2010
Posts: 828
Rep Power: 0
bruces is on a distinguished road
Default

sounds like you handled it perfectly .
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
Getting the client(s) involved picframer General Talk 5 11-30-2009 01:11 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
Stihl engine isn't...
Marcintosh
08-12-2014 08:30 PM
Today 12:13 PM
by Marcintosh
4 180
How do I approach...
Bradcook21
08-21-2014 01:48 AM
Yesterday 06:52 PM
by jrs.landscaping
9 194
Grass hopper mower
ExtremeLawncareServices
12-05-2013 08:51 AM
Yesterday 01:26 PM
by ExtremeLawncareServices
25 3,588
Need help pricing basic...
Bradcook21
Yesterday 01:21 AM
Yesterday 01:05 PM
by Steve
2 85
Yearly contract Pricing
jrob0691
08-21-2014 08:57 AM
Yesterday 01:01 PM
by Steve
6 145
yearly contract help...
jrob0691
08-21-2014 04:09 PM
Yesterday 12:48 PM
by Steve
1 49
Exmark Lazer Z S-Series...
BLC7
Yesterday 10:18 AM
Yesterday 10:18 AM
by BLC7
0 57
Pampas bushes
Bradcook21
Yesterday 01:30 AM
Yesterday 07:17 AM
by grassdoctore
1 51
2014 Gie-expo
ExtremeLawncareServices
08-19-2014 11:22 PM
08-21-2014 08:50 PM
by phlawncare
2 91
Fuel Can Spouts
Shark1611
08-16-2014 09:09 AM
08-21-2014 08:23 PM
by SGL1
11 292
Have you ever had to...
SouthernRootsLawnCare
07-26-2014 02:41 PM
08-21-2014 05:03 PM
by stevef1201
6 581
Softball field
kslawn
08-15-2014 09:28 AM
08-21-2014 01:43 PM
by Steve
9 285
Hello
M2Dave
08-21-2014 12:32 AM
08-21-2014 01:38 PM
by Steve
1 53
New Landscaping Business
rekon32
08-16-2014 02:26 PM
08-21-2014 12:33 PM
by SouthallMowing
8 337
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
08-20-2014 04:09 PM
by ExtremeLawncareServices
100 6,057
Downed Tree Chop Bid
WesleySnips
08-16-2014 03:47 PM
08-20-2014 01:44 PM
by SGL1
10 334
60 inch honda/bunton...
pblawncare
08-17-2014 11:30 AM
08-18-2014 03:19 PM
by Steve
2 117
Replacement Parts -...
nicholas-KC
08-16-2014 08:40 AM
08-18-2014 03:16 PM
by Steve
4 185
Preparing the soil
Billy Goat
08-16-2014 06:18 PM
08-18-2014 03:01 PM
by Steve
1 117
What to pay help
phlawncare
08-04-2014 08:33 PM
08-18-2014 10:33 AM
by jrs.landscaping
29 902
Hello
Jeff1
08-07-2014 11:18 PM
08-15-2014 11:53 PM
by Jeff1
11 414
Lie #2 RESIDENTIAL...
ExtremeLawncareServices
01-06-2014 05:02 AM
08-15-2014 01:46 PM
by mattthelawnguy
54 6,410
Need help 30 HP koler...
Shady Grady
08-01-2014 03:31 PM
08-15-2014 08:46 AM
by kslawn
18 592
New Boomless Sprayer!
BlackRain75
01-03-2014 01:01 PM
08-14-2014 02:37 AM
by BlackRain75
12 1,763
first year update
cmdlawncare
08-12-2014 05:41 PM
08-13-2014 03:29 PM
by Steve
1 218
Hello from Jacksonville,...
JM Lawn Care
08-10-2014 07:15 AM
08-13-2014 07:04 AM
by Sprinkler Buddy
9 319
Hello everyone new to...
maddyandrays
08-11-2014 04:51 PM
08-12-2014 08:58 PM
by Shark1611
2 173
Walk behinds
hpruitcei
08-07-2014 06:28 PM
08-12-2014 02:35 PM
by mattthelawnguy
7 434
New name help
stevef1201
08-10-2014 04:27 PM
08-12-2014 12:03 PM
by Steve
6 301
my little green dilemmas
Lawn Techie
08-03-2014 11:47 AM
08-11-2014 01:20 PM
by Steve
7 415
what the best...
CleanCutsLLC
08-02-2014 01:02 AM
08-11-2014 01:16 PM
by Steve
6 430
Texas lawn care company...
Livingston Lawn Care
07-25-2014 11:29 AM
08-11-2014 01:19 AM
by ExtremeLawncareServices
13 703
Covering all the bases
janslawncare
08-08-2014 10:11 AM
08-08-2014 01:41 PM
by Steve
1 248
New from Florida
ADE
08-06-2014 08:40 PM
08-08-2014 01:32 PM
by Steve
4 330
JOB - Landscape Install...
janslawncare
08-08-2014 10:06 AM
08-08-2014 10:06 AM
by janslawncare
0 216
Battery power tools or...
Steve
08-07-2014 12:24 PM
08-07-2014 05:18 PM
by mattthelawnguy
2 220
My client just told me...
Greg'slawnandlandscape
08-04-2014 08:39 AM
08-06-2014 11:14 PM
by grassdoctore
12 552
Illegal spraying
GoGreenerKS
07-04-2014 09:11 AM
08-06-2014 02:03 PM
by Steve
13 1,176
Mowing the hills
prmenter@gmail.com
07-08-2014 12:22 PM
08-06-2014 01:40 PM
by Steve
20 1,396
Crop Rotation Techniques...
eastsidelandcare
07-17-2014 03:47 PM
08-06-2014 10:29 AM
by eastsidelandcare
5 602
Got my first lawn job...
SGL1
06-11-2014 09:19 PM
08-05-2014 07:12 PM
by TheBeast
30 2,025
Late charge
Simon Abousaada
07-30-2014 07:23 PM
08-05-2014 06:46 PM
by TheBeast
12 810
buy out a lawn care...
rvezakis
08-05-2014 01:38 PM
08-05-2014 06:40 PM
by TheBeast
10 523
Please help
unitedlawncare48867
03-26-2014 08:29 PM
08-05-2014 05:27 PM
by TheBeast
27 1,594
Help with Estimate
donslawns
08-02-2014 09:10 AM
08-05-2014 02:24 PM
by Steve
6 464
Stuck again!!!!
Greg'slawnandlandscape
08-01-2014 11:02 PM
08-05-2014 09:05 AM
by Greg'slawnandlandscape
10 468
Mow and leaf cleanup bid
SGL1
07-29-2014 07:28 PM
08-05-2014 07:22 AM
by petscanning
25 989
Building credit
Matther777
07-27-2014 05:20 PM
08-04-2014 06:53 PM
by kslawn
17 770
Lowballers scrubs &...
Darksteel
01-13-2014 07:35 AM
08-04-2014 01:09 PM
by Steve
48 5,847
long time no see
Tuscan Gardens
08-02-2014 03:21 PM
08-04-2014 12:04 PM
by Steve
1 296
» Popular Tags
4wd advertisement article marketing auger bid butterfly gardens charge courtesy call credit card customers decorating estimate exmark ferris first truck georgia gopherhaul grass gravely hardscapes hills holiday holiday decorating holiday lighting how much to charge introduction john deere quik trac kansas city 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 leaf lighting marketing monthly mow mulch mulch price new buisness patio install payment podcast property management company pto reo scag schedule scripts seo snow snow plowing starting a business start up lawn care business stihl theft toro toro grand stand trailer trimmer rack walker winter winter services zero turn
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 01:44 PM.


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

All times are GMT -5. The time now is 01:44 PM.

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