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 > General Business Discussions

General Business Discussions A place to talk about general business discussions.

Making the Customer #1 Again


General Business Discussions

A place to talk about general business discussions.
Reply
 
Thread Tools Search this Thread
  #1  
Old 04-04-2006, 01:34 AM
tiedeman
Guest
 
Posts: n/a
Default

I have been thinking about this a lot lately, and I think that perhaps it's time to make the customer #1 again. *Let me try to explain and please listen to my story

Over the last 4 years or so, I have approached customers anymore with the, "you are no more special than the last customer." *I have dropped customers because of disagreements, or basically told customers tough luck. *Now I am not saying that I always treat customers badly. *There are many times that I go out of my way for lots and lots of customers. *But it seems that the only ones that I go out of my way for anymore are the ones that treat me better or have the larger pocket book.

I contribute my short temper to two things: stress from doing work that I hate, and believe this or not to lawn forums. *Now before you pipe up and shoot me down, I am not talking about all forums. *Just two major ones come into mind. *But before I go on about that I wil talk about the stress part first.

My stress was and is brought on from doing jobs or work that I really didn't want to do. *I dreaded going to work everyday, and just wanted to really get paid. *There were times were I would skip trimming on a customers property and then make up something such as "the trimmer is broke" just for I wouldn't have to do it, and I could get going. *Sure, some properties I took pride in, but 75% of them I could care less. *I was more of a "hurry and get the job done" guy compared to a quality job guy. *But since I have been making the switch slowly over to what I love to do and have wanted to do for years, applications, I have noticed that my stress level has decreased greatly. *So much so that my wife has noticed it.

Now back to the forums as my second leading source of customer bashing. *It seems that the forums that I was going to, created more customer hating feelings in my body. *I saw how some people reacted to other customers and thought that I should do the same. *I should rule with an iron fist. *It was like a plague. *Constantly rotting away at me. *

BUT...and I mean a big but, since I have started to post more here on the Gopher site, my stress level has gone down, and my appreciation for customer service and putting the custmer first has increased greatly. *I am not trying to kiss butt, I am telling the truth. *The people that post on this site actually try to help each other, and ask serious questions. *They don't go off topic, and really want to make their business work. *I love this site for that. *Since being on this site, my head has been exploding with new ideas to get and retain customers, as well as going above and beyond customer service. *I am honoring customers more with great discounts, referral programs, and other great things. *I try to put myself in the customers shoes and ask, what do they really want.

I can actually sit here today, and tell you that for me, customers are #1 again.
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 04-04-2006, 08:42 AM
NickN NickN is offline
Members
 
Join Date: Dec 2003
Posts: 99
Rep Power: 12
NickN
Default

Lawn care business tipsLawn Care Business Book
Lol!I agree.I basically do the opposite of what is "recommended" on other forums and business is booming!Every customer is special and though some may not have as much money as others,we're creating and installing their dream landscape.It may not be "our" dream landscape,but in their eyes,it is.
Also,you never know who your next customer may know.They may have a millionare friend just waiting for the right referral to come along.
Reply With Quote
  #3  
Old 04-04-2006, 08:48 AM
kc2006 kc2006 is offline
Members
 
Join Date: Apr 2005
Posts: 424
Rep Power: 10
kc2006
Default

I know what your saying about the forums, and I'm pretty sure we are both on at least one of the others. I too have stopped going there really, I'll check it once in awhile but I don't read it anywhere near as much anymore. I found myself taking too much of others info in and doing things I really didn't want to do, it was making me lazy and I started the "keep the customers in their place and don't budge" complex.

Just remember though, keep the customers number 1 after the sale too, you listed all the things to get the sale, keep up with it. I know you are but don't forget about it down the road.
__________________
\"Every strike brings me closer to the next home run\"
Reply With Quote
  #4  
Old 04-04-2006, 11:35 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,822
Rep Power: 10
Steve has disabled reputation
Default

I am very happy to see the forum become more and more an education tool. We should all learn and grow from each other.

Now getting to your customer thoughts.

I do see how first off you were not happy cutting lawns and that had a negative impact on your job performance. I am happy to see you are getting away from doing that kind of work. You should always go towards the direction that makes you feel good. This is your business.

As you grow and service more and more customers, it seems you can not offer the same type of personalized service.

I see it as the difference between making a custom hand made car one after the other. Each takes a long time and you need to charge a lot to do it.
When you get larger you create more of an assembly line. Where you can create more cars in less time. The personal time invested in the making of each car gets less and less but you do hope to maintain a standard level of quality. You can also charge less, thus being able to reach out to a larger customer base.

Some customers are going to want to monopolize your time. These are the customers I feel you would be better off replacing with customers who won't do this. There are plenty of people out there that just want you to perform the service you said you would perform and will be fine with it.

The more of these customers you can find, the more you can service at a lower price.

You can't make everyone happy. If you charge more and service fewer customers you can then position yourself as a very personalized service, but my question is, are people calling for that? Or do they just want a good service at a good price.

This is why I feel your guarentee idea is fantastic. Offer the guarentee and you will get a small percntage of people unhappy with you. That is fine. Refund their money and in the time it took you to care for that one customer, they can be replaced with two or three others who will be just fine with you.

What's your thoughts on this?
__________________
- 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
  #5  
Old 04-04-2006, 01:52 PM
tiedeman
Guest
 
Posts: n/a
Default

Yes, I do agree that you can not make everyone happy, but I am going to try hard to make 99.9% of them feel more appreciated.
Reply With Quote
  #6  
Old 04-04-2006, 01:55 PM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,822
Rep Power: 10
Steve has disabled reputation
Default

Well good! Keep us posted how it goes throughout the year.
__________________
- 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
TaskEasy & Plowz & Mowz...
jrwalker333
01-25-2015 01:02 PM
Yesterday 10:32 PM
by LCRobert
3 92
New to the forum
LCRobert
Yesterday 10:21 PM
Yesterday 10:21 PM
by LCRobert
0 16
Lawn care truck
Steve
10-10-2009 03:40 AM
Yesterday 06:05 PM
by ExtremeLawncareServices
41 15,862
Bidding to get other work
Rodriguez11
07-21-2011 11:52 PM
Yesterday 02:49 PM
by Steve
26 9,278
What happened to Better...
Steve
01-27-2014 04:07 PM
Yesterday 02:06 PM
by Chilehead
18 3,025
second year advise
cmdlawncare
01-23-2015 06:22 PM
Yesterday 01:58 PM
by Steve
5 181
please Help with none...
Lawnboyman1170
01-09-2015 09:46 AM
Yesterday 01:33 PM
by Steve
8 475
These are the days on...
ExtremeLawncareServices
01-11-2015 11:41 AM
01-25-2015 09:34 AM
by ExtremeLawncareServices
9 500
need advise
rawssrob
02-23-2010 02:45 PM
01-23-2015 06:40 PM
by cmdlawncare
7 2,526
does this sound good or...
Bradcook21
01-22-2015 09:24 AM
01-23-2015 02:02 PM
by Steve
8 244
New to forum
ROB N
01-23-2015 08:35 AM
01-23-2015 01:53 PM
by Steve
1 97
Looking for advice on...
berryjam
01-21-2015 07:37 PM
01-23-2015 01:50 PM
by Steve
9 266
Extending the life of...
rmccutchan
01-17-2015 12:37 AM
01-23-2015 01:43 PM
by Steve
8 325
osceola lawn service
jasa@wildblue.net
01-22-2015 03:23 PM
01-23-2015 01:38 PM
by Steve
1 120
How many contracts...
5StarLawnscaping
01-12-2015 03:51 PM
01-23-2015 08:46 AM
by jrs.landscaping
8 450
Tax Question
Wolf4dk
01-20-2015 01:11 AM
01-22-2015 02:28 PM
by Steve
4 234
Billy Goat Vac
Mr. Mow
01-19-2015 07:42 AM
01-22-2015 02:18 PM
by Steve
6 231
"Part Timers", "Low...
doug1980
06-10-2009 12:55 PM
01-22-2015 02:09 PM
by biglee
39 10,127
Property Pricing
GVL
01-19-2015 02:46 PM
01-21-2015 02:18 PM
by Steve
5 277
Landscapers Source For...
breadcrumb
01-16-2015 02:44 PM
01-21-2015 05:55 AM
by breadcrumb
14 434
Hoa advice
Bradcook21
01-16-2015 09:36 PM
01-20-2015 04:30 PM
by Steve
4 264
My Invention
biglee
01-11-2015 07:51 PM
01-20-2015 10:16 AM
by biglee
16 611
How to beat the pre pay...
stansg1fresh
01-13-2015 04:33 PM
01-19-2015 03:38 PM
by ringahding1
3 335
Hello from Md
homey
12-17-2014 06:55 PM
01-19-2015 01:37 PM
by Steve
12 1,117
Hi from Illinois
burtle
01-02-2015 09:46 PM
01-19-2015 01:22 PM
by Steve
3 505
Hello from SW FL!!
5StarLawnscaping
12-05-2014 02:35 PM
01-19-2015 01:20 PM
by Steve
14 1,438
Lost my @#$ blower
stevef1201
01-11-2015 08:31 AM
01-17-2015 02:21 PM
by lxarth
2 365
Another Illinoisan.....
barhopper
01-11-2015 05:38 PM
01-16-2015 04:29 PM
by Steve
10 423
marketing with pizza...
apmAkron
01-15-2015 09:57 AM
01-15-2015 06:29 PM
by Steve
4 253
CRM and Quickbooks?
5StarLawnscaping
01-15-2015 08:06 AM
01-15-2015 08:06 AM
by 5StarLawnscaping
0 181
New Member, Indiana Iraq...
Timbo
07-14-2011 09:44 AM
01-14-2015 06:14 PM
by Steve
10 3,782
check this box truck out!
BLAZIER-1991
01-07-2015 07:40 PM
01-13-2015 03:06 PM
by biglee
8 623
My community only ad...
googus
01-12-2015 09:55 AM
01-13-2015 02:44 PM
by Steve
5 315
12 Years in Business!
Chilehead
10-23-2014 09:07 AM
01-13-2015 09:37 AM
by Chilehead
18 1,793
use a small business...
BLAZIER-1991
12-25-2014 12:21 AM
01-12-2015 06:32 PM
by BLAZIER-1991
30 1,545
tips on creating a...
BLAZIER-1991
01-08-2015 07:22 PM
01-12-2015 06:19 PM
by BLAZIER-1991
4 454
During Your Down Time
achri12
12-24-2014 03:03 PM
01-12-2015 03:54 PM
by Steve
10 1,087
Leaf cleanup
Bradcook21
01-09-2015 02:21 PM
01-12-2015 12:22 PM
by Jamesw86
4 429
Has Anyone Used Plowz ?
dpld
01-08-2014 12:14 PM
01-11-2015 02:17 PM
by burtle
20 3,353
What to pay help
Bradcook21
01-07-2015 01:32 PM
01-08-2015 07:01 PM
by Steve
1 463
Need a trailer
googus
01-07-2015 09:40 AM
01-08-2015 10:24 AM
by Upscale2
7 572
Do you guys charge buy...
burtle
01-02-2015 09:58 PM
01-07-2015 08:37 PM
by Shark1611
14 932
Organic Lawn Care...
NHray
10-17-2014 07:05 PM
01-07-2015 07:05 PM
by greyhound
18 2,163
Need advice please
CHenricks
01-06-2015 01:17 AM
01-07-2015 03:34 PM
by Steve
4 539
Mowing 2 acres
Bradcook21
01-05-2015 03:13 PM
01-07-2015 03:32 PM
by Steve
9 673
Ideas on a large bid
Knaubone
12-21-2014 11:57 AM
01-06-2015 03:55 PM
by Steve
5 987
Trailer with 4ft sides...
mayala030292
01-02-2015 09:01 PM
01-06-2015 03:33 PM
by Steve
5 623
A tip to get good...
biglee
01-04-2015 12:07 AM
01-06-2015 03:30 PM
by Steve
4 604
Work Shoes!
rsanchez1203
02-19-2013 12:07 PM
01-05-2015 09:18 PM
by Havanese2
13 7,450
EDDM post cards
hemiman
02-13-2014 06:36 PM
01-05-2015 04:22 PM
by Steve
14 2,421
» Popular Tags
4wd aerocore apartment bid apartment lawn care estimate applying auger billy goat brushcutter bob villa bush commercial deliquentaccounts demonstration ditches door hangers employee problems ferris first truck foreman georgia google gopherhaul grass hardscapes how to hydraulic introduction jobs john deere quik trac landscape services lawn lawn aeration lawn care lawn care busines plan lawn care business lawn care business podcast lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care seo lawn care website lawn care website seo managing a lawn care business marketing mulch ordinance patio install per hour service podcast reo savannah scag v-ride scripts seo shreaded snow plowing sq ft starting a lawn care business steep lawns steve sulky theft toro tractor auger trailer mate pro up sell employee walk behind won't return wood wright stander rh
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 03:00 AM.


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

All times are GMT -5. The time now is 03:00 AM.

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