STOP LOWBALLING (email to client)

[RyansLawn]

A very new snow customer wrote me an e mail recently. I have copy/pasted that email and my response to him below. From: Andy Lubets Sent: ‎January‎ ‎6, ‎2013 ‎7‎:‎38‎ ‎PM To: ryanslawn@******* Subject: 128 **** Rd Hey Ryan I got the invoice - and will get that out to you this week We need to discuss how many times you are going to come to plow during a storm - I can't afford to pay out $80 every time it snows 6 inches - I would rather you approach this in the following way. Please come at the end of the storm to plow - this is how we were working it last year - if its snowing all night and its during the work week I would probably need a push around 6-7am so I can get my car out to go to work - but besides that I would prefer you plow once after the snow has stopped. If this is an issue please let me know - Thanks, Andy Andy, I’m sorry for your confusion. When I met with you I did my best to explain my method and schedule as well as give you my contract in which it explains in detail how I and most snow guys operate. The only thing that changed in that contract was the price, in which I reluctantly agreed to match your previous years said price, which is less than half of what I would normally charge for a driveway of that length. I like to do my best to comply with certain requests from my clients. However, one of the reasons for my contract is to blanket a lot of these requests in order to attempt to make everyone happy. My contract also creates an organized schedule for myself and my driver when snow accumulates. There are a few reasons as to why I think this may not be the best fit for both of us. First, I don't think it’s fair to my current clients to discount my specific rates and alter my schedule. They abide by the terms of my contract, and pay accordingly. I don't think it’s fair to them that I give a discounted rate, and different method of schedule to someone, and make them pay the rates described in my contract. I have one customer that has been with me for over three years with a similar driveway in which I charged him $170 for the storm a week or so ago. If he somehow talked to you and heard your situation I would more than likely lose him as a customer. As I continue to service more people, maintain current clients, and grow my business, I don't think it’s a good business decision to treat people differently. It’s also not fair to other snow plowing businesses if someone is out there cutting costs and creating an unrealistic perception on pricing. Also, my prices are fair. If you get estimates from legitimate snow plowing businesses (fully insured, pay taxes), I can assure you their rates are very similar, if not more expensive. There are usually 3 different ways snow guys do a contract. 1. The contract I have provided with 3” pushes. 2. Contract for the year in which you pay a certain amount (roughly $1500 for residential) where all your snow removal and de-icing is taken care of. 3. Wait until cession of snowfall and charge by total inches (rare). The reason many guys hate the third option is because it is a huge pain for storms five inches plus. City crews plow in the driveway, and pushing snow that's more than 3” is a huge strain on your plow and truck. Costs: A lot of people only see you show up for 10 minutes, leave and make $40-$85 and think it’s that simple. Unfortunately perception is not reality in this business. I have insurance, taxes, another driver, gas, materials, maintenance etc. These plows are 5k minimum and constantly requiring maintenance. Not to mention the wear and tear they do on expensive trucks is just another issue we deal with. All these costs are considered when we come up with our pricing to offset these costs and make a profit. Most importantly, this is my business, my livelihood and the way I provide for my wife and daughter. Finally, I don't know who did your driveway last year but it might be best for you to contact him if you can, that is an insanely good deal and you should take advantage of it. I understand what you are asking for and unfortunately just can’t comply with your requests. If you would like I can take care of you until you contact him should it snow. I apologize for the way this transpired but I need to make consistent and sound business decisions moving forward. Thanks for your understanding, Ryan’s Lawn The grass is always greener on our side Acton, MA 978-808-**** Sent from Windows Mail

[CHEESE2009]

Lawn care business tips

I enjoyed reading that, what's his response?

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[bruces]

I liked reading that as well ,but personally wouldnt of gone into that much detail ,a simple thanks but no thanks is all he would of got from me .I would also like to add,that I wouldnt of ever even started with this guy ,I give my price ,if they dont like it,I generally walk ,and theres no way I would cut my price in half .I dont have any issues filling a spot with another customer willing to pay for my services .

[RyansLawn]

Originally Posted by bruces

I liked reading that as well ,but personally wouldnt of gone into that much detail ,a simple thanks but no thanks is all he would of got from me .I would also like to add,that I wouldnt of ever even started with this guy ,I give my price ,if they dont like it,I generally walk ,and theres no way I would cut my price in half .I dont have any issues filling a spot with another customer willing to pay for my services .

Agree it was a bit detailed but the guy was just too much. Questioned my prices and how I do things on a couple of occasions. Also, Acton is a small town (20k) and just wanted to avoid any ill feelings in case he comes across others in town that I might work for.

Also agree I should have NEVER started with this guy. The only reason I agreed was he's about 4 blocks away from me. The tipping point for me was questioning pushes that are CLEARLY stated in my contract.

[Chaz]

Well written!

[RyansLawn]

Originally Posted by CHEESE2009

I enjoyed reading that, what's his response?

will post his response when he gets back to me. It feels so good telling PITA (pain in the a **) customers no. When I first started my business I couldn't wait for the day I could be indifferent and tell someone no. This is my first no btw

[bruces]

NO is the most under-used word in many new business's ,congrats on your first,and hopefully you will have many more in the future .

[Steve]

This is an interesting situation. How big of a driveway does this customer have?

[RyansLawn]

a huge u shaped drive a little more than 300ft. Estimates on that have to be $75 min/push. Claims guy he had last year did it for $40.

[stevef1201]

Originally Posted by bruces

NO is the most under-used word in many new business's ,congrats on your first,and hopefully you will have many more in the future .

I have to agree that NO is an important word. I have always used it. The first year Iused more than yes. People seem to think that when you are starting out they can get anything for nothing. I have a small clientle, but they pay for what they get