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  #1  
Old 03-02-2012, 05:29 AM
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CHEESE2009 CHEESE2009 is offline
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Default Argument!

With snow removal, comes many clients who are full of crap.

This client complained that we never EVER showed up to maintain his walkway. Even though I have pictures to prove the times I had visited.

Arriving to his property, I expected to have a confrontation. I was right.

Anyway, here's what happened;

As we're shoveling, the client comes outside his door.

Client: HEY! HEY YOU! KID!

Myself & Assistant just ignore him, we're seriously not going to stop what we're doing to chit chat, he will have to wait until we are done. , we already know he's full of crap and going to cause us problems.

Client: HEY! Why did you come so late, I had to shovel it myself at 2pm! This service is AWFUL!

Myself: HEY LISTEN SIR, WE'RE NOT EVER GOING TO COME OUT TO DUST OFF YOUR WALKWAY FOR 1CM OF SNOW!

Client: This is the first time you ever showed up! I AM VERY unhappy!

Myself: ACTUALLY SIR, we've been here EVERY SINGLE TIME. If we hadn't, you should have called several snow falls ago to let somebody know, so that we would know! ALSO, if we never came, why the hell do you still have a contract with us, why don't you go ahead and cancel it if you are so unhappy?!

So my assistant and myself finish our job, like always, and walk away as he shouts at us, "What's your name, what's your name, KID KID, what's your name?!"

I turn around and say, "WE'RE THE ONLY CREW AVAILABLE WHO DOES WALKWAYS, SCOTT!"




Felt good.
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Old 03-02-2012, 09:43 AM
B-2 Lawncare B-2 Lawncare is offline
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you should just give up sell out and find a another line of work, LOL.
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Old 03-02-2012, 10:13 AM
B-2 Lawncare B-2 Lawncare is offline
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Why would you continue to keep this client? Is it because you like drama in your life?
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Old 03-02-2012, 10:27 AM
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Originally Posted by B-2 Lawncare View Post
Why would you continue to keep this client? Is it because you like drama in your life?
He must love DRAMA
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Old 03-02-2012, 11:14 AM
Sea Lancer Sea Lancer is offline
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I would of done what a lot of us would have done and that is answer the customer with a yes sir how can i help you ? while still working.Maybe if you did answer him he wouldnt have been so upset.One unhappy customer can cause significant damage to your companys reputation..Just my humble opinion....
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Old 03-02-2012, 12:25 PM
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CHEESE2009 CHEESE2009 is offline
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@SeaLancer, yes and no. When a client is lying to you about a service you perform, that has been up to standard with what the contract states, you have to be very careful. These clients aren't the type you want to keep around.

He has been harassing the receptionist and the company she works for daily for the past season.

We're all very tired, and the last time he complained I went out of my way to his property for nothing. He is just an unhappy person in general with impossible expectations. He had also requested for one of the tractors to be sent to his property for his driveway claiming his driveway is never done. I believe he is just looking at us as a way to vent his personal frustrations.

You win some, you sometimes gladly lose some. I'm not going to kiss arse for someone trying to take us for a ride, claiming we never showed up when we had. In fact, his properties walkway/driveway is always one of the most well maintained out of the bunch.

1 unhappy client out of thousands of happy clients is just not worth putting up with.

To go out right away for 1cm of snow when we were actually getting 2 feet of snow is just silly. I would have had to of stayed out for another 14 or so hours, redoing the entire route.
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Old 03-02-2012, 04:26 PM
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Scott,

I can understand your view on this. Have you found, not letting certain customers get under your skin has had a change in the way you feel about your business?

Do you feel like you are turning a corner with this and you are now getting to the point where you don't have to take every customer that calls and instead you can be a little more choosy?
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  #8  
Old 03-03-2012, 05:23 AM
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CHEESE2009 CHEESE2009 is offline
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Originally Posted by Steve View Post
Scott,

I can understand your view on this. Have you found, not letting certain customers get under your skin has had a change in the way you feel about your business?

Do you feel like you are turning a corner with this and you are now getting to the point where you don't have to take every customer that calls and instead you can be a little more choosy?
It's an awesome change. The best part of it is the reassurance from other companies in my area who would do the exact same thing. So maintaining a positive company image isn't that big of an issue with this case.

-

Also,

Eliminating my problem clients has been in effect from the start of this winter. Another owner in my area once told me a couple summers ago;

"A promise is hope for a fool"

No client is able to receive service without having paid first.

I recently found out that other companies ignore most of their phone calls too, because of how irritating certain clients can be for no real reason. Now I know I'm crazy. It's nice to know.
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Old 03-03-2012, 09:54 AM
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Cheese
What about making up door hangers "your walkways have been shoveled today" this way they are reminded what they are getting for ther money and how can they say you did not come if it's there
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Old 03-03-2012, 10:07 AM
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CHEESE2009 CHEESE2009 is offline
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Quote:
Originally Posted by willshome View Post
Cheese
What about making up door hangers "your walkways have been shoveled today" this way they are reminded what they are getting for ther money and how can they say you did not come if it's there
That's something we should all do, when doing fall cleanups. As for snow, it's just time consuming and another expense.

They will still say we didn't come, regardless if we leave a note of some sort.
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