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 > Trials & Tribulations - The drama of running a business and of life.

Trials & Tribulations - The drama of running a business and of life. It's not as easy as it looks. Running a business is full of drama. Customers, employees, money, family, time. You name it, it's a problem. Share with us your drama and how you handled it.

Lost Customers


Trials & Tribulations - The drama of running a business and of life.

It's not as easy as it looks. Running a business is full of drama. Customers, employees, money, family, time. You name it, it's a problem. Share with us your drama and how you handled it.
Reply
 
Thread Tools Search this Thread
  #1  
Old 08-11-2012, 06:13 AM
LawnBoy0311 LawnBoy0311 is offline
new member
 
Join Date: Jun 2012
Location: East Coast
Posts: 1,169
Rep Power: 0
LawnBoy0311 is on a distinguished road
Default Lost Customers

With this being a service business, customers will always come and go. The 3 main reasons why a customer quits- 1.Price 2. Quality 3. Service Many of you have had customers since your first year in business. We all know who we have as customers, but does anyone know who they lost as customers? I decided last night to make up a spreadsheet for my lost business. I include the name, address, reason for quitting, price, and any problems I had with them. I figured it would be best to keep this record. This way if/when they call again, I know why they left before AND what I need to do to not let it happen again. Does anyone else keep a list like this?
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 08-11-2012, 06:23 AM
Caskey Lawns & Landscapes's Avatar
Caskey Lawns & Landscapes Caskey Lawns & Landscapes is offline
Senior Member
 
Join Date: Feb 2012
Location: Gettysburg PA
Posts: 282
Rep Power: 4
Caskey Lawns & Landscapes is on a distinguished road
Default

Lawn care business tipsLawn Care Business Book
Quote:
Originally Posted by LawnBoy0311 View Post
With this being a service business, customers will always come and go. The 3 main reasons why a customer quits- 1.Price 2. Quality 3. Service Many of you have had customers since your first year in business. We all know who we have as customers, but does anyone know who they lost as customers? I decided last night to make up a spreadsheet for my lost business. I include the name, address, reason for quitting, price, and any problems I had with them. I figured it would be best to keep this record. This way if/when they call again, I know why they left before AND what I need to do to not let it happen again. Does anyone else keep a list like this?
Interesting ....I think I'll look at that and see what it tells me...I haven't lost many but I would guess it was because of cost...
Reply With Quote
  #3  
Old 08-11-2012, 11:03 AM
bruces bruces is offline
new member
 
Join Date: Apr 2010
Posts: 828
Rep Power: 0
bruces is on a distinguished road
Default

I rarily lose a customer,so its easy to remember why they left .I have only lost customers because of death or moving though to be honest .
Reply With Quote
  #4  
Old 08-11-2012, 11:11 AM
LawnBoy0311 LawnBoy0311 is offline
new member
 
Join Date: Jun 2012
Location: East Coast
Posts: 1,169
Rep Power: 0
LawnBoy0311 is on a distinguished road
Default

most of us don't lose too many. I only lose maybe 1 or 2 a year. but i still like to keep a spreadsheet, this way i know volume in $$ lost, and what to do if that customer who jerked me around 2 years prior wants me to come back.
Reply With Quote
  #5  
Old 08-11-2012, 12:59 PM
CHEESE2009 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 74
Posts: 4,475
Rep Power: 0
CHEESE2009 is on a distinguished road
Default

If I get fired, it's never my fault.

I drop a lot of clients every year with good reason, those who drop us are suddenly capable of doing the work themselves, moving out of town, death, or can't afford our new prices.

The ones who create the biggest problems still wont fire us, it's kind of silly. It's as if they hate us, but need us - so all they get to do is complain in their corner and wait for the day we decide to drop them.

Most of them wont drop us because our price and quality is great, it's just that we do not cooperate well with clients who stress us out.

Once a client gets on our bad side, we do not focus our attention on them, it's already in our minds that we will be dropping them after the season has ended.
Reply With Quote
  #6  
Old 08-11-2012, 06:47 PM
Caskey Lawns & Landscapes's Avatar
Caskey Lawns & Landscapes Caskey Lawns & Landscapes is offline
Senior Member
 
Join Date: Feb 2012
Location: Gettysburg PA
Posts: 282
Rep Power: 4
Caskey Lawns & Landscapes is on a distinguished road
Default

I only lost one this year do to a low baller , I was mowing for this guy and I saw this idiot riding around the nieghborhood with a pushmower in the back of this piece of crap truck , I watched him stop at several places around me...So I get a call a few days later from this customer saying he found someone cheaper..Ok dude whatever...2 weeks later he called me back and ask if I would take him back on..yeh right ! I told him maybe next year I already filled his spot...
Reply With Quote
  #7  
Old 08-13-2012, 11:15 AM
Steve's Avatar
Steve Steve is offline
Administrator
 
Join Date: May 2003
Posts: 37,343
Rep Power: 10
Steve has disabled reputation
Default

Quote:
This way if/when they call again, I know why they left before AND what I need to do to not let it happen again.
Would it be more helpful if something like this was done in a customer survey? That way you might be able to pickup on issues before they left? Or no?
__________________
- 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
  #8  
Old 08-13-2012, 11:57 AM
LawnBoy0311 LawnBoy0311 is offline
new member
 
Join Date: Jun 2012
Location: East Coast
Posts: 1,169
Rep Power: 0
LawnBoy0311 is on a distinguished road
Default

It's not so much losing them, because if I lose one, then I pick another one up. The main advantage to it is to keep track of lost revenue/weekly sales. This way I know what to do to make sure I'm still on point for the year end numbers. Anyone could say I lost 3 customers, I need 3 more to stay even. Not true. Although you may not lose many, which most of us don't, it's always a simple reminder (what to tell them if they call again, and weekly revenue). I feel like for myself, its always good to look back at reports and study whats been going on. I try to keep an advantage over my competitors, and this way helps me. My purpose is to grow, not maintain.
Reply With Quote
  #9  
Old 08-13-2012, 12:17 PM
Caskey Lawns & Landscapes's Avatar
Caskey Lawns & Landscapes Caskey Lawns & Landscapes is offline
Senior Member
 
Join Date: Feb 2012
Location: Gettysburg PA
Posts: 282
Rep Power: 4
Caskey Lawns & Landscapes is on a distinguished road
Default

Quote:
Originally Posted by LawnBoy0311 View Post
It's not so much losing them, because if I lose one, then I pick another one up. The main advantage to it is to keep track of lost revenue/weekly sales. This way I know what to do to make sure I'm still on point for the year end numbers. Anyone could say I lost 3 customers, I need 3 more to stay even. Not true. Although you may not lose many, which most of us don't, it's always a simple reminder (what to tell them if they call again, and weekly revenue). I feel like for myself, its always good to look back at reports and study whats been going on. I try to keep an advantage over my competitors, and this way helps me. My purpose is to grow, not maintain.
I couldn't agree more...I want my business to be the biggest and best that it can be, having information available for review is key to making changes where they need to be made, Great outlook on your business
Reply With Quote
  #10  
Old 08-13-2012, 06:18 PM
HPI_Savage25 HPI_Savage25 is offline
Member
 
Join Date: Nov 2011
Location: Evans, GA
Posts: 55
Rep Power: 4
HPI_Savage25 is on a distinguished road
Default

So far I have only lost 1 customer this year and I just lost him last week. It really sucks because he was one of my best customers. Was a front yard only, every week and was $50. I was in and out in about 30mins by myself. Very simple yard. His wife bought a mower and said that since he could cut the back then he could cut the front also.

Really kinda upset me but I am almost positive he will be back.....just have to wait and see.
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
Lost my first customer lowermower Trials & Tribulations - The drama of running a business and of life. 6 07-03-2010 04:26 PM
Got lost, lol CHEESE2009 General Talk 4 04-12-2010 07:50 AM
Lost joshr1371 Introduce Yourself 1 07-02-2009 04:13 AM
lost password? Steve Community Assistance 0 01-21-2009 08:22 PM
Lost Information footerlou Gopher Software Support Archived Question & Answers - Read Only 1 08-02-2007 03:35 PM

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Great start to the season
jcurr33
Yesterday 08:49 PM
Today 04:44 AM
by Sprinkler Buddy
1 30
What a JERK!
Chilehead
05-06-2015 08:13 AM
Yesterday 11:15 PM
by luckylogger
12 663
I can't believe people...
ExtremeLawncareServices
Yesterday 10:29 AM
Yesterday 04:05 PM
by jrs.landscaping
1 81
More Rain or Less?
Steve
05-20-2015 12:06 PM
05-24-2015 04:37 PM
by SGL1
12 244
uploading video on here?
holymoly
05-24-2015 08:13 AM
05-24-2015 10:26 AM
by Matther777
1 51
new here ! need help
pgrace
05-23-2015 11:29 PM
05-23-2015 11:29 PM
by pgrace
0 55
Equipment dealers
mattthelawnguy
05-21-2015 04:33 PM
05-23-2015 10:24 PM
by Chilehead
3 102
Irrigation
pboy8634
02-21-2010 12:46 PM
05-22-2015 10:05 PM
by biglee
25 8,430
Beginner Mistakes:...
Steve
01-31-2007 11:45 AM
05-22-2015 09:58 PM
by biglee
37 9,133
What's your next...
Steve
05-15-2015 11:54 AM
05-21-2015 11:23 PM
by biglee
13 346
Peace garden ideas
SGL1
05-13-2015 03:15 PM
05-21-2015 07:51 PM
by avetslawncare
16 494
Show us your stripes
Just for Cuts
05-21-2015 03:07 PM
05-21-2015 03:07 PM
by Just for Cuts
0 87
problems with a customer
LawnCareMan280
05-19-2015 06:28 PM
05-21-2015 02:58 PM
by Just for Cuts
4 164
These are the days on...
ExtremeLawncareServices
01-11-2015 10:41 AM
05-20-2015 09:18 PM
by ExtremeLawncareServices
84 6,806
Total yard rehab
SGL1
04-23-2015 03:59 PM
05-19-2015 08:22 PM
by SGL1
15 801
Say Hello !!!
Steve
03-19-2007 11:18 AM
05-19-2015 04:12 PM
by NinaMarie86
1,223 389,659
New Lawn Service
carmelitaslawnservice
05-19-2015 10:02 AM
05-19-2015 02:51 PM
by Steve
1 108
Landscaper Jailed After...
SGL1
05-18-2015 08:15 AM
05-19-2015 02:37 PM
by Steve
5 208
Pictures of commercial...
avetslawncare
04-01-2015 09:47 PM
05-19-2015 02:29 PM
by Steve
38 2,000
feeling like im being...
Bradcook21
05-17-2015 07:33 AM
05-19-2015 02:11 PM
by Steve
6 217
good news yesterday
Bradcook21
05-17-2015 07:08 AM
05-19-2015 06:16 AM
by Bradcook21
3 149
ignition coil
jasonw
05-12-2015 05:31 PM
05-18-2015 12:07 PM
by Steve
3 265
Anyone need help? I have...
biglee
05-06-2015 12:22 PM
05-18-2015 12:06 PM
by Steve
13 695
Big (to me) mulch job
tl757
04-23-2015 05:32 PM
05-15-2015 08:46 PM
by biglee
22 1,491
big dog mowers?
Bradcook21
05-13-2015 04:03 PM
05-14-2015 10:55 AM
by Steve
4 293
Small HOA Bid
lxarth
05-06-2015 10:37 PM
05-13-2015 11:55 AM
by Steve
9 512
New company in Michigan
SEM
04-24-2015 09:27 PM
05-13-2015 11:51 AM
by Steve
11 643
Fired for refusing to...
Mr. Mow
05-09-2015 06:15 AM
05-12-2015 01:36 PM
by Steve
6 509
I have ZERO confidence...
Just for Cuts
05-01-2015 04:24 PM
05-12-2015 03:53 AM
by jrs.landscaping
31 1,101
landscape insurance
clarkslawn
03-30-2015 10:14 PM
05-11-2015 01:15 PM
by Steve
6 1,029
String trim BEFORE mow...
Mr. Mow
04-12-2015 08:13 AM
05-10-2015 07:50 PM
by ExtremeLawncareServices
9 1,059
Bought my first STIHL...
Mr. Mow
05-09-2015 06:29 AM
05-10-2015 08:36 AM
by Mr. Mow
9 416
advice wanted please and...
CHenricks
05-07-2015 08:40 PM
05-08-2015 04:20 PM
by CHenricks
7 433
Hello
SallyBorowicz
05-06-2015 11:14 AM
05-08-2015 02:21 PM
by Steve
3 347
Mower Advice
tl757
05-06-2015 02:31 PM
05-08-2015 01:45 PM
by Steve
6 469
Home today...Still...
biglee
05-06-2015 11:59 AM
05-07-2015 12:06 PM
by biglee
2 350
I'm Back With The Best...
aduttonater
02-21-2015 12:41 AM
05-07-2015 11:17 AM
by Steve
79 3,983
color fliers?
holymoly
04-18-2015 02:32 PM
05-07-2015 10:57 AM
by Steve
16 1,037
Looking good
mrsmichigan
05-06-2015 09:47 AM
05-07-2015 10:53 AM
by Steve
1 296
What are your biggest...
Steve
05-05-2015 01:24 PM
05-07-2015 10:52 AM
by Steve
2 341
is craiglist good to...
JBENI
04-16-2015 11:11 AM
05-06-2015 07:15 PM
by TheYardGuy
12 1,122
Go daddy web site and...
jcurr33
05-04-2015 06:00 PM
05-05-2015 11:57 AM
by Steve
2 374
How busy are you now?
Steve
05-04-2015 01:10 PM
05-05-2015 11:47 AM
by Steve
4 408
mowfinder
scaypa
04-27-2015 05:44 PM
05-04-2015 01:14 PM
by Steve
1 435
Latest video, Facebook...
Sprinkler Buddy
05-01-2015 06:54 AM
05-04-2015 01:09 PM
by Steve
3 403
weed
avetslawncare
04-16-2015 07:56 PM
05-01-2015 11:38 AM
by Steve
8 820
so i need somehelp with...
dalvan0
04-28-2015 07:43 PM
04-30-2015 10:55 PM
by avetslawncare
3 718
Anyone have a Lawn Care...
nishirandall
04-28-2015 08:45 PM
04-30-2015 12:00 AM
by Steve
1 479
mowing pic
joshlawncare
04-25-2015 12:34 PM
04-29-2015 10:55 PM
by Steve
5 583
Help with a truck
bdodson89
04-27-2015 08:15 PM
04-29-2015 10:47 PM
by Steve
4 477
» Popular Tags
aerocore apartment bid apartment complex apartment lawn care estimate applying auger billy goat brushcutter blades blowout bush contract help curb appeal services deliquentaccounts ditches door hangers employee problems equipment rental estimate facebook flyers foreman free advertising google growing a lawn care business hiring how to husqvarna jobs john deere quik trac landscape landscape services landscaping training lawn lawn care lawn care busines plan managing a lawn care business marketing more customers business mr dave mulch new business per hour service pricing pto push versus ride running a business scag sell the vision shell small engine repair snow plowing square foot starting a lawn care business steep lawns swzt theft toro toro grand stand tractor auger trailer trailer mate pro tree trimmer rack up sell employee web design website website design winterization wood www.greenturion.co.za
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 06:08 AM.


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

All times are GMT -5. The time now is 06:08 AM.

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