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 > Just starting your lawn care or landscaping business? > Community Assistance

Community Assistance Community questions, comments, and suggestions. Problems posting? Email me.

Informative or... ?


Community Assistance

Community questions, comments, and suggestions. Problems posting? Email me.
Reply
 
Thread Tools Search this Thread
  #1  
Old 11-18-2011, 03:02 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 Informative or... ?

The following is written on my website blog;

Top 7 Misunderstandings of 2011

In a perfect world, all of our clients submit 5 post-dated checks at the beginning of the season, it only rains on weekends, and our equipment never breaks down.

#1 Rain
When rain has been predicted on the date of our arrival, it is common for our clients to call and request that we come in advance.

It’s easier said than done, as our route is designed with many variables taken into consideration. For example, If your lawn is scheduled for Tuesdays, it’s most likely because our Mondays are completely booked, or your lawn is far from the location we are currently working in.

A client who is unable to receive service due to the rain will usually direct his/her frustration at us, not making the situation any better. There is absolutely no relief on our part from taking a day off due to the rain. It requires three times as much effort to maintain a lawn even when it’s just a little bit damp, not to mention we are also set back by several hours and may actually have to work throughout the weekend. Even if we agreed to have your lawn maintained before the date we had scheduled for you, it would have to come at the cost of another clients position.

Rain forces us to make difficult decisions. If it had rained on the day we were supposed maintain your lawn, it’s not set in stone that we will arrive the following day. Once again, we would be delaying service for our other clients, and those clients will always be less understanding. We will always do our absolute best to maintain all of our clients lawns per week.

#2 Arrival Date
Some clients believe that we are “on call”. Once again, we follow a route to avoid wasting valuable time. If we allowed our clients to pick the dates we are to arrive, we would be all over the place, and we would have to charge more for our service.

A lot of clients may give us a phone call expecting information on how far or near we are from arriving to their property. If it had not rained and your lawn had not been maintained on the date we had scheduled for you, we understand your concern. Unfortunately for us, we receive calls while it is raining, or seconds after the rain has stopped, and even days before we are scheduled to arrive. Our response is as simple as saying, “It’s raining” or “Your lawn is soaked” or “It’s not your day”. Returning these phone calls once receiving a voice-message from a client are not high priority for us.

#3 Bi-Weekly Service
Few clients may request bi-weekly service either because they believe it will cost them less, or they don’t require weekly service.

If we provide bi-weekly service it would most likely cost you more. Letting your lawn grow for an entire week without maintenance leaves a lot more grass for us to maintain the following week and it also causes our equipment and staff to work longer and harder. If it rains, your lawn will retain more water which will make it impossible for us to provide quality service.

Maintaining wet grass can seriously damage our equipment, and even injure our staff if they are to slip.

If you believe that your lawn doesn’t grow enough for weekly service, we would rather not take your word for it and offer you a lower price. If your lawn suddenly grew more than you had expected and you refuse to pay the amount it will costs for weekly service, we would have to drop you as a client.

#4 Cost of Service
When making a payment towards our service, your payment goes towards our operation costs.

If our equipment was to break down, we would need to be able to get it repaired so that we could continue providing service. There are several other expenses that may go unnoticed from a clients perspective, and a client may argue about the amount he/she has been charged.

Overcharging our clients is not even possible with the amount of competitors in our area, so we would need to find ways to manage the income we are able to obtain. We must always upgrade our equipment so that any job will take us less time to complete. This does not mean we can charge our clients less just because we are able to work faster – we must charge the same amount in order to cover all of our expenses.

#5 Phone Calls
Phone calls which do not have anything related to the work we provide, or are questions that our clients are capable of answering by themselves are completely unnecessary.

If it rains, we are obviously behind and we will be working really hard towards getting all of our clients lawns maintained – a phone call expressing your concern over our arrival is rarely ever justified and will come off as nagging.

We will not tolerate clients who abuse our phone line by calling obsessively and/or leaving several voice messages. We ask for our clients to leave one detailed voice-message. If we have not responded to your message, we are most likely working towards solving the issue or your message is irrelevant. The above is not to be confused with poor customer service.

#6 Cutting Height
When it comes to the height in which we cut our clients lawns, a client may have a personal preference that we might disagree with. We always consider the balance between the appearance and health of your lawn, and we are uninterested in debating.

If your lawn becomes burnt, or is scalped due to being cut too short, passerby’s will think twice before hiring us, and if we cut your lawn leaving more than 3 inches, it wont take long before it looks unkempt. Your lawn will also retain more than enough rain water to delay our service.

#7 Payments
Over the past few years we’ve tried several different methods to make it easier for our clients to pay for our service on time. Nothing had worked!

We would contact our clients before their monthly payment was due, so that we would be able to arrange a date and time for us to pick up their cash or check. The majority of our clients were either bothered, or would not be available to pay. For the clients who we were unable to receive payment from, we had the choice to discontinue our service.

If we discontinued our service, their lawns would have grown out of control by the time they would finally make their payment. We would have to charge these clients more just to cover the expense of getting their lawn back to normal. These clients would usually argue with us about the added charge, which causes the relationship between the clients and our staff to become awkward.

If we continued service for a client who has not paid on time, our company would have to cover the expenses for the work we would provide. There have been several dishonest clients who have made false promises of making their payment(s) on a later scheduled date. The situation had become so large, we would begin firing all of our clients who were often unable to make their payments on time.

We finally allowed our clients to pay via PayPal or Interac Email Money Transfer. The results were the same as before – no one cared to pay on time.

In 2012, we will not accept anything other than 5 post-dated checks at the beginning of the lawn maintenance season. We hope that it will help us weed out the deadbeat clients.

With the added assurance that we are being paid on time, the quality of our service will surely improve.
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 11-18-2011, 04:27 PM
Hedgemaster Hedgemaster is offline
new member
 
Join Date: Jul 2010
Location: Pittsburgh, PA
Posts: 2,772
Rep Power: 0
Hedgemaster is on a distinguished road
Default

Lawn care business tipsLawn Care Business Book
If this is meant for clients/potential clients to read, I suggest scrapping the idea, or re-writing it to sound less like you're calling your customers a pain in the a$$.
Reply With Quote
  #3  
Old 11-18-2011, 05:21 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

Quote:
Originally Posted by Hedgemaster View Post
If this is meant for clients/potential clients to read, I suggest scrapping the idea, or re-writing it to sound less like you're calling your customers a pain in the a$$.
Damn.

There has to be some way to go about this without having to repeat myself to customers all the time.

I suppose it really comes down to a receptionist who has more patience than myself.


Looks like rain soon, are you able to come early?


I have a lot on my plate right now.


Oh ok, because it's supposed to rain. Maybe you can cut my lawn earlier?


...


^ multiply that by A HECK OF A LOT, every day.

Last edited by CHEESE2009; 11-18-2011 at 05:29 PM.
Reply With Quote
  #4  
Old 11-21-2011, 11:45 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 37,135
Rep Power: 10
Steve has disabled reputation
Default

Do you think i would be helpful if this was put into a F.A.Q. format that was given to each new customer in your welcome kit?

Maybe as you go through this, you could come up with other frequently asked questions you could go over as well in 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
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

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Covering a landscape...
Dan Tanner
Yesterday 09:01 AM
Today 02:26 PM
by Steve
4 90
Commercial Jobs
CurbAppeal1
03-25-2015 04:22 PM
Today 02:24 PM
by Steve
7 237
Hydro oil
googus
Today 06:45 AM
Today 02:23 PM
by Steve
1 21
Dethatching attachments
jcurr33
Yesterday 08:56 PM
Today 02:13 PM
by Steve
1 38
Start LIKING FACEBOOK...
rlclawncare123
02-26-2015 12:06 AM
Today 02:07 PM
by Steve
4 407
35,000 Eddm
greenscaper123
03-18-2015 12:51 PM
Today 02:04 PM
by Steve
20 543
Ferris FW35 questions
Chilehead
03-10-2015 08:31 PM
Today 02:00 PM
by Steve
6 407
First big mower decision?
SGL1
03-28-2015 08:58 AM
Today 01:59 PM
by Steve
1 88
Employee job training...
brookline
12-15-2014 07:15 PM
Today 01:54 PM
by Steve
29 2,422
Finally got a warehouse
avetslawncare
03-12-2015 07:52 PM
Today 01:45 PM
by Steve
12 555
Trepidation about...
michellemarvin
03-23-2015 07:46 PM
Today 01:40 PM
by Steve
3 192
How do you get...
ESREVER
03-25-2015 01:30 PM
Today 01:38 PM
by Steve
8 226
I lost a long term...
Sprinkler Buddy
09-04-2011 02:24 PM
Today 01:36 PM
by Steve
16 3,469
Bid for large home...
lxarth
03-22-2015 11:06 AM
Today 01:08 AM
by lxarth
10 376
Billing methods
jcurr33
03-26-2015 01:33 PM
Yesterday 05:13 PM
by avetslawncare
8 234
bidding a cemetery....
NPM_LLC
03-28-2015 10:56 AM
Yesterday 01:18 PM
by jrs.landscaping
5 136
Weed and Feed
robkattankate
03-19-2015 09:00 PM
Yesterday 08:42 AM
by Dan Tanner
5 538
Mower vs lot size advice
jcurr33
03-25-2015 09:29 PM
03-28-2015 08:37 AM
by Dan Tanner
5 209
hoa bid need help
bigdaveha12
03-24-2015 08:29 PM
03-27-2015 11:17 PM
by lxarth
6 272
introducing myself
chris2500hd
03-24-2015 11:16 AM
03-27-2015 02:02 PM
by Steve
8 247
Flag or no flag
Matther777
03-24-2015 02:41 PM
03-27-2015 12:25 PM
by biglee
10 354
Office Administration...
Girlfriend
03-26-2015 05:40 PM
03-26-2015 05:40 PM
by Girlfriend
0 629
Is this tree beyond help?
SGL1
03-22-2015 05:35 PM
03-25-2015 08:55 PM
by SGL1
14 1,044
Opinions on truck wrap
Trupro
02-28-2015 03:21 PM
03-25-2015 07:54 PM
by Trupro
33 1,607
The New Wave!!!! Read...
Jamesw86
03-22-2015 08:33 PM
03-25-2015 02:50 PM
by Steve
10 336
grass in the gas tank
robkattankate
03-23-2015 04:37 PM
03-25-2015 02:36 PM
by Steve
5 217
Helping others
hansenslawncare
09-15-2011 08:50 PM
03-25-2015 02:33 PM
by Steve
11 2,682
DOT Number
acrajchel
03-20-2015 05:56 PM
03-25-2015 02:28 PM
by Steve
7 504
Michelin x tweel.
apmAkron
03-23-2015 04:22 PM
03-24-2015 12:40 PM
by Steve
3 151
spike aerator???
Bradcook21
03-21-2015 01:55 PM
03-24-2015 10:32 AM
by acrajchel
4 240
Hello from Maryland
michellemarvin
03-23-2015 12:44 PM
03-23-2015 07:33 PM
by michellemarvin
2 164
hello from south GA.
CCandALawnCare
03-23-2015 03:46 AM
03-23-2015 07:06 PM
by CCandALawnCare
2 142
Say Hello !!!
Steve
03-19-2007 11:18 AM
03-23-2015 06:14 PM
by jethro
1,218 380,382
Is anyone doing mosquito...
BWild
01-27-2015 11:30 AM
03-23-2015 12:28 PM
by Steve
9 872
Should i take on this...
christw
03-17-2013 01:23 PM
03-22-2015 09:02 PM
by ExtremeLawncareServices
36 7,605
mower stalls when...
boog
03-19-2015 08:20 AM
03-21-2015 08:13 PM
by Wolf4dk
7 287
These are the days on...
ExtremeLawncareServices
01-11-2015 10:41 AM
03-20-2015 10:00 PM
by ExtremeLawncareServices
32 3,945
Hello Emily Reyes from...
Webster14829
03-20-2015 11:23 AM
03-20-2015 03:36 PM
by Steve
2 196
Finally going to give it...
jcurr33
03-12-2015 08:09 PM
03-20-2015 03:31 PM
by Steve
10 580
Weed id?
SGL1
03-17-2015 08:20 PM
03-20-2015 02:37 PM
by Steve
6 299
Mobile small engine...
luckylogger
03-15-2015 02:05 PM
03-20-2015 06:17 AM
by jrs.landscaping
15 506
Brad Cook 21
SC93
03-16-2015 10:40 PM
03-19-2015 09:04 PM
by Bradcook21
4 454
honest opinion please
uppercut
02-17-2015 01:30 AM
03-18-2015 02:55 PM
by Steve
15 1,349
Repair or replace the...
lxarth
12-17-2014 04:07 PM
03-18-2015 02:49 PM
by Just for Cuts
21 2,044
new to the site
bigdaveha12
03-17-2015 09:13 PM
03-18-2015 02:33 PM
by Steve
1 223
Small dovetail truck...
ExtremeLawncareServices
03-04-2015 06:47 PM
03-17-2015 10:14 PM
by ExtremeLawncareServices
17 884
New Site Hows it look
Infinitelawn
03-16-2015 10:32 AM
03-17-2015 08:15 PM
by SGL1
3 300
mulch questions
Bradcook21
03-08-2015 08:37 AM
03-17-2015 07:00 PM
by Bradcook21
23 1,031
Scag hydro w/b frame...
Just for Cuts
03-11-2015 03:32 PM
03-17-2015 06:37 PM
by lxarth
11 633
Buy new or used?
lxarth
12-26-2014 09:50 PM
03-17-2015 06:11 PM
by lxarth
14 1,764
» Popular Tags
aerocore apartment complex auger bark billy goat brushcutter blades bush collections deliquentaccounts design edging employee problems equipment rental ferris flyers foreman free advertising grass growing a lawn care business hills hiring husqvarna introduction john deere quik trac landscape landscape services landscaping training lawn lawn care 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 marketing marketing secrets mr dave mulch new business past due per hour charge per hour service pricing profit on employee pto push versus ride running a business secrets to landscaping sell the vision seo shell small engine repair square foot steep lawns sulky theft toro grand stand trailer tree trimmer rack truck new used landscape up sell employee walk behind web design website website design winterization won't return
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 02:34 PM.


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

All times are GMT -5. The time now is 02:34 PM.

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