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  #11  
Old 04-16-2012, 08:17 PM
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Sure, they have to accept my business because I do a great job, but I also have a handle on the reigns when it comes to dropping them if I feel they just aren't worth my time.
Can you think of any situations you found yourself in where you did drop a customer(s)?

I think a lot of newer guys wonder where they should draw the line with this and an example may help.
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  #12  
Old 04-18-2012, 12:45 AM
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Thanks for all the great info in the posts and answers guys. As someone who is just starting up here in Aus, Its good to hear some of this stuff before it begins.
I think like any business idea, getting the first few customers is the hardest thing. I have just got my first regular booking for a small yard and maintain small garden bed. It was booked for Tues. 9am and Monday night the rain started. won't stop till Monday next week.
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  #13  
Old 04-25-2012, 06:15 AM
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Originally Posted by kdexpd View Post
Hey Steve good to see you again man!
Now that I have become more established, and with the economy in a rut, I am beginning to see more and more 1st timers trying a go at it. In my opinion, I think one of the worst mistakes for a new business to make is to go out and purchase all new equipment. Each spring I see a handful of "newbies" with brand new tandem axle trailers towing brand new $14,000 zero turns. I think to myself they have set themselves up for failure from the beginning...they don't even have a stable customer base yet. This is a very competitive business. You have a large customer base, but a customer base that knows what they want and are hesitant to just hire someone with a mower. Just because you have a shiny mower, doesn't mean you're gonna get the job. If you want to succeed at this business, you have prove yourself and be competitive. You have to pay attention to what the other lawn care businesses are doing and adjust your routine and methods around that. You have to be more professional and do a better job. As a rule, consumers rely on two main things..How much is this gonna cost me and what am I gonna get in return for my hard earned money? In my five years of going professional, I have never advertised. All of my customer base has been from word-of-mouth.

I live by these simple rules:
1. You can never be too picky with your work.
2. When your servicing any account, always keep in the back of your mind that somebody is always watching you - whether it be your current customer, competition, a possible customer, or a past customer that may have let you go for some reason.
3. Your work is never good enough. Trust me, your mow lines and/or stripes can always look straighter, and your trimming can always get better. If you can take a 8' by 8' square of turf that hasn't been mowed and trim it with a weedeater, and when you're finished, you can't tell if you mowed it or used a trimmer to cut it, your getting good enough to be considered intermediate.
4. You never know everything there is to know. Everyday is a learning experience and everyday you will pick up a new method or trick.
5. Always treat your customers like they are family. If they ask for a small favor, do it and don't charge them for it. Don't be a greedy prick. Be friendly, smile a lot, and always thank them and tell them to have a great day when you leave.
6. Be honest. If a customer asks you something and you don't know the answer, tell them you don't know. Then tell them you'll spend the time to find out for them.

I have industry standards that are absolute rules with my business.

You NEVER discharge clippings against any structure or onto any neighboring properties. Neighbors hate this and you may lose a potential customer over this, not to mention cause tension between your current customer and their neighbor. You also don't blow clippings against trees or shrubs, and especially not against air conditioner units.

When trimming, you NEVER leave a blade of grass uncut. This looks very sloppy. Your competition may do this, but you don't. A good rule of thumb is to trim the areas around obstacles and trees/shrubs at the height of the mower's cut, and turn the weedeater sideways and "edge" sidewalks and driveways.

Your mowing lines or stripes are always straight and neat. Don't embarrass your customers by making it look like you were on an all night drinking binge the night before.

ALWAYS keep your blades sharp. If half your deck is cutting the grass and the other half is beating the grass, you need to quit right there and go sharpen your blades and then come back. You will greatly impress your customer when you return and they ask you why you left and you explain to them the reason.

ALWAYS blow the clippings off the sidewalks, driveways and street. This is another major factor in being a professional.

Remember Three major things:

YOU ARE REPLACEABLE

ONE HAPPY CUSTOMER MAY GET YOU TWO NEW CUSTOMERS. ONE UNHAPPY CUSTOMER MAY LOSE YOU TEN POSSIBLE CUSTOMERS.

IF YOU ARE DOING YOUR JOB CORRECTLY, YOUR COMPETITION IS NO THREAT TO YOU.

If you want to be taken seriously, you need to be serious. If you want to be professional, you have to look and be professional. Get yourself licensed and insured and do this right. With a license you gain the customer's trust that you aren't just a fly-by-night outfit. With insurance your butt is covered and you don't lose everything when you hurt someone.
Very good info, I am a newbie this year and can understand why all of your post is important. Thanks for refresher. The biggest trouble I have is some customers are always looking for extras all the time. I have/had one lady that felt I should be spending at least 2 hours at her house for $45 a week, she was having me spread out dirt, and other different crap. I actually told her we need to talk about price if this was to continue and we decided to part. But I did handle it in a nice way and told her my service is still avaiable but we would have to adjust price.
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  #14  
Old 04-25-2012, 04:10 PM
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I actually told her we need to talk about price if this was to continue and we decided to part. But I did handle it in a nice way and told her my service is still avaiable but we would have to adjust price.
Is she no longer a customer because of this? What lesson do you feel you learned from her and how has she effected the way you interact with your other customers now?
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  #15  
Old 04-25-2012, 11:47 PM
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Originally Posted by yourscape View Post
The biggest trouble I have is some customers are always looking for extras all the time.
Hey man welcome to our home! You'll get these type of customers from time to time. Some people think you owe them something or that you are working too quickly and somehow they think you're cheating them. I know I have had the old timers tell me I'm mowing way to fast to be doing a good job for their neighbor...haha...They can't wrap their minds around the fact that these new zero turn mowers are actually designed for that speed. When you try to explain, they just give you that deer in the headlights look. Don't fold for some tight-wad and work for free. I shouldn't be this way, but I am a firm believer that just because your old, doesn't mean I owe you anything. A good customer won't try to take advantage of you, just like a good lawn care service won't try to take advantage of a customer. There is a difference between giving a good customer a freebie every now and then, and working for free. If one of my customers asks if I could take a few sticks to the dump because they don't have any means to do it, or move a picnic table, yeah, I do that. Now if they asked to till their garden or rake their lawn for free then forget it. However, I must add that none of my established and good customers would ever ask me to do that for nothing. They always demand to pay. You are in this business to provide a service, not a charity. It sounds harsh, but believe be brother, if you don't follow it, you will not succeed.
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  #16  
Old 04-27-2012, 06:01 AM
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Originally Posted by Steve View Post
Is she no longer a customer because of this? What lesson do you feel you learned from her and how has she effected the way you interact with your other customers now?
No she told me she was going to try her nephews friend who just of laid-off from work. If that didn't work out she was going to call me back. But unfortunately the price has gone up if she continues to demand. The hard part is she has 50 spots in her yard where random single flowers are in the middle of her yard and told me to just mow around them except by the house. So that is what I quoted her then she decided to have them all done.

Lesson I learned is you can't please everyone and some times it is better to go you own ways, it not worth losing my butt on one job when other customers will still appreciate your quality of service.
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  #17  
Old 04-27-2012, 06:45 AM
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Originally Posted by kdexpd View Post
In the beginning, yes, there would be a few customers who would irritate me to the point of making myself believe I was doing something wrong. However, there are some people (actually a lot of people) who you can't please no matter what. You just have to accept it. I guess I have a different mind-frame when it comes to not wanting to continue with the business. I see things from the opposite spectrum in the sense that any and all of my customers are my customers because of my decision. Sure, they have to accept my business because I do a great job, but I also have a handle on the reigns when it comes to dropping them if I feel they just aren't worth my time.
Now don't get me wrong, I'm not an arrogant jerk by any means, but ultimately I have to make the decision at the end of the day whether to keep banging my head against the wall with a customer I'll never please, or go out and find another who will be more receptive to common sense.
I think the best way to get past these kind of customers and enjoy your business is to always be sure you know EXACTLY what the customer expects of you and your business. Don't just assume they want their lawn cut the way you do it to all your other customers, ask lots of questions, make sure you can even live up to the expectations of what they want. Find out what the other guy did that they didn't like. A good rule of thumb is to ask them if they would walk the entire property with you and show you some of the things they like about their lawn and things they don't like. Make conversation about the good and bad and offer remedies. This will give you a better idea of what they are looking for and also gives you a chance to find out if their expectations are even realistic.
look at what is brewing here guys a great buisness minded person indeed...
i love to read about lawn guys actually listening to what the home owner expects from them and you can save time and money if you know what there expecting from you as there go to lawn guy ...and you could very well sell them some other services you provide in the process ..its a win win for you and the home owner = happy you and them..

sorry my friend not to high jack your thread post ..just like your out look on your buisness venture...

lawnman3 fl...
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