WHo returns ALL phone calls?

[Jpocket]

I used to stay on top of my phone calls like clock work....Now It's like I don't care who calls...It takes me like 2 days to get back to them. Even the good customers. Ppl. calling from adds, if im not interested I just delete the message as I play it.

I guess it's part of my frustration and "burn out". Im just "going through the motions so to speak.

ANybody else feelin like this mid season.

[daveintoledo]

as soon as i can, you never know when the big score comes along...... if you not interested in the work, then just tell them that....

[zero_turn_mowers]

I return about 50% of my calls.


Tim

[mike lane lawn care]

i return all of my calls from people who left a voice mail memo. i don't return calls to people who don't leave a message.

[olderthandirt]

Only return the ones I'm interested in.
I don't care that grandma wants a 1/2 dozen geraniums planted for the week end. :laugh:

[AL Inc]

I would say I return about 80% of the calls I get...if it is work or an area I'm not interested in, I try to return the calls, even to just say no, or refer a friend of mine. Can't say I return every call. I guess what Mac said is true, I really don't care if Grandma needs 6 geraniums..:rolleyes:

[garth1967]

just impossible i dont have secretary.but just like the above post ,only if it is WORTH it

[SWD]

I return all of the calls, or rather my secretary does.
She works part time, M-F from 1330 to 1730 hrs.
Completes all of the necessary data entry and input, other clerical duties, and occasionally runs errands for the business.
Since hiring this woman about three months ago, my business has grown due to the returned calls and increased efficiency.

[garth1967]

mate it doesnt surprise me.:waving: this is something i need to get going next spring

[topsites]

A lot of bs gets erased such as all the folks with dire emergencies who want better service at deep discounts, in that sense I would say I return about half of them, thereabouts.

[Sandgropher]

Re started in the industry March and used to hold my breath waiting for the calls and ring back promply etc, just the last week have not been to bothered with a couple if they are hard to understand on the answer machine i dont return the call because i know i will not get the address(understand what they are saying).

If its an urgent job and has to be done today i try and fit them in and charge big $$$$$ payup payup payup which they expect any way for calling some one at the last minute...if its a one off i charge more but if it could lead to regular service not so much.....what helps is they know that they are going to be charged for an urgent job so they always except to pay more . :aussie flag

[Brendan Smith]

i try to return all calls, as i'd rather have the person have a good opinion of my business than be able to tell other potential customers that i never bothered to call them back.

[J&R Landscaping]

I return all the phone calls I get. Sometimes, it may take me a day or two to do it, but I call the customer back one way or the other. I feel that if I at least call them (even though I may be turning down a job) it gives me the opertunity to thatnk them for calling and maybe if they have a job next season, maybe they will call again.

[PROCUT1]

We have a full time office person.

Number 1 priority is to answer EVERY call that comes in, if one should get to the machine, it should be returned immediately.

I hate getting voice mail when I call a business because I know 90% chance I wont get a call back.

I want to be different. Many times we get the job because we are the first ones to answer the phone and the first to give an estimate.

[oOTurfmanoO]

I return ALL calls that leave a message.

I also answer all calls that I can. I am set-up with bluetooth capability so talking and driving/writing are made easy.

As for returning all calls, it works well for me. I refer them to companies that will take the work and in turn I get referrels. Works great...

[All_Clear]

My fiancé runs an at home day care, so if I'm out there is always someone to answer the phone.

The times we have been out on the weekend, I return 100% of calls... Sometimes i just refer them to someone else I've networked with, what goes around comes around....


All Clear

[MMLawn]

All estimates for work must be done by myself or a foreman. So based on that nearly all calls for service must be returned versus handled at the time they come in. So our return call rates are:

Currently 90% of commercial calls and emails returned

Currently 0% of residential calls and emails for lawn and/or landscape maintenance returned

Currently 50% of residential calls and emails for lawn, landscape, hardscape installs returned

[sildoc]

I return 100% of all my calls. Sometimes that is over 50-100 calls a day. I do it going to and from each account and when I get home. On very high call volume days it may take a day but I still return 100%. Now on new clients if they are where I want then I will make an effort to bid myself. I usually refer over 60% of people onetimes and such to a couple of other LCOs that are larger than I. I think next year I will get an employee but I am currently sporting 43% net to gross ratio. I would hate to cut that to 15 % but I guess volume will make up for it.

[MMLawn]

I I think next year I will get an employee but I am currently sporting 43% net to gross ratio. I would hate to cut that to 15 % but I guess volume will make up for it.


.....theres no reason to as long as they are bid right and you know your true cost of doing business. You can easily have employees and still have a 30+% profit margin. Shoot I wouldn't crank a single truck for just 15% profit daily. Hence the formula that I always use. Cost of DB per hour + Profit margin wanted = Bid price and I always use a profit margin of at least 30%.

[sildoc]

.....theres no reason to as long as they are bid right and you know your true cost of doing business. You can easily have employees and still have a 30+% profit margin. Shoot I wouldn't crank a single truck for just 15% profit daily. Hence the formula that I always use. Cost of DB per hour + Profit margin wanted = Bid price and I always use a profit margin of at least 30%.
This is true, but when adding WC, payroll taxes, and the other costs associated with employees, it subtracts from your hourly rate.

[MMLawn]

This is true, but when adding WC, payroll taxes, and the other costs associated with employees, it subtracts from your hourly rate.


But those things are part of your CODB and IS included in that when you (I) figure your bid, so they do not effect your profit at all, again assuming you correctly figure ALL of the CODB per hour. EVERYTHING, and I mean everything is included in the CODB and then divided by work time and by time on the project.

[K.Carothers]

But those things are part of your CODB and IS included in that when you (I) figure your bid, so they do not effect your profit at all, again assuming you correctly figure ALL of the CODB per hour. EVERYTHING, and I mean everything is included in the CODB and then divided by work time and by time on the project.


Really???

The fact is the more employees you have, your margins decrease.



kc

[topsites]

I have an issue with those of you who return ALL calls...
If you're a company with employees (not solo) then I will not argue much about your telephone habits.

But if you're by yourself, how do you deal with the morons / pitas? I mean these:
- People convinced your status is lawn BOY (slave whatever) they act like they're doing you ohhh such a big favor by allowing the lowest POS on earth to touch their ooohhhh soooo great lawn, etc, etc...
- People who assume your company belongs to them, either right off or shortly after they start to ride you / take control of your affairs.
- People who, from the message, you can tell they'll pay 1/4 - 1/3 your going rate, and you'll be lucky if you get 1/2 price out of them.
- The few who, even on the phone or when you get out there, you get this uneasy feeling that somehow you might not get paid?
I could go on, but basically that sums it up.

How do you deal with them? Because I used to call them back too and try and explain things to them... I have explained nicely and otherwise until I was blue in the face, and my experience was 9 out of 10 times it don't do NO good, they sit there and 'ohhhh ok-ok-ok' in your face and then turn right around and do you anyway. I eventually figured out the reason they don't learn is because, well, I bothered with them in the first place... Once again I could go on, but in short, once a pita always a pita.

That's the real reason I don't bother with them kind anymore, even IF word of mouth gets around, I'd rather them AND their friends AND the friends of their friends call someone else.

I mean, I will call back the odd fellow who doesn't appear to fit into the above and just so happens to make a mistake by calling me for something I don't do / is out of my serviceable area, but strangely enough I find this rarely happens.

Just wondering...

[sildoc]

I have an issue with those of you who return ALL calls...
If you're a company with employees (not solo) then I will not argue much about your telephone habits.

But if you're by yourself, how do you deal with the morons / pitas? I mean these:
- People convinced your status is lawn BOY (slave whatever) they act like they're doing you ohhh such a big favor by allowing the lowest POS on earth to touch their ooohhhh soooo great lawn, etc, etc...
- People who assume your company belongs to them, either right off or shortly after they start to ride you / take control of your affairs.
- People who, from the message, you can tell they'll pay 1/4 - 1/3 your going rate, and you'll be lucky if you get 1/2 price out of them.
- The few who, even on the phone or when you get out there, you get this uneasy feeling that somehow you might not get paid?
I could go on, but basically that sums it up.

How do you deal with them? Because I used to call them back too and try and explain things to them... I have explained nicely and otherwise until I was blue in the face, and my experience was 9 out of 10 times it don't do NO good, they sit there and 'ohhhh ok-ok-ok' in your face and then turn right around and do you anyway. I eventually figured out the reason they don't learn is because, well, I bothered with them in the first place... Once again I could go on, but in short, once a pita always a pita.

That's the real reason I don't bother with them kind anymore, even IF word of mouth gets around, I'd rather them AND their friends AND the friends of their friends call someone else.

I mean, I will call back the odd fellow who doesn't appear to fit into the above and just so happens to make a mistake by calling me for something I don't do / is out of my serviceable area, but strangely enough I find this rarely happens.

Just wondering...

I find that in the first 30 seconds I just tell them that I have made a mistake and that I don't think we can do business together. I have been solo for over 5 years now and have learned the hard way. You can tell a PIA within the first 30 seconds. Now there is another factor here. I have been refered many so called PIA's and found them to be the best customers there are. You know the ones that know exactly what they want. Yeah the ones that will pay what ever it takes to get it. Yeah those. I have had 6 of them for 3 years now and average 6g's a year off of each. They want you to do it right no matter how long it takes and how much it costs. Yeah those that couldn't understand what they wanted labeled them as PIA. Deal with it. Some times you waste an hour here and there but you always make up for it some where.

[MMLawn]

Really???

The fact is the more employees you have, your margins decrease.



kc



REALLY????? Then you are not figuring your CODB properly BEFORE bidding projects, because if you were you would make the proper CODB adjustments to keep your PM up.


WAYYYY back When I was SOLO my Profit Margin was 30+%

When I hired my first employee it was 30+%

When I hired my 5th employee it was 30+%

When I hired my 10th employee it was 30+%

When I hired my 20th employee it was 30+%

When I hired my 30th employee it was 30+%


........should I continue????

[Olylawnboy]

My take on this is that I return all "cold" calls ASAPr (as soon as practical), that's where new biz comes from. As for the rest, as soon as I want to :)....

[topsites]

I find that in the first 30 seconds I just tell them that I have made a mistake and that I don't think we can do business together. I have been solo for over 5 years now and have learned the hard way. You can tell a PIA within the first 30 seconds. Now there is another factor here. I have been refered many so called PIA's and found them to be the best customers there are. You know the ones that know exactly what they want. Yeah the ones that will pay what ever it takes to get it. Yeah those. I have had 6 of them for 3 years now and average 6g's a year off of each. They want you to do it right no matter how long it takes and how much it costs. Yeah those that couldn't understand what they wanted labeled them as PIA. Deal with it. Some times you waste an hour here and there but you always make up for it some where.

As for what I was saying, I don't call them back if I can tell they're PITAS when I hear the message, I just erase it. What am I supposed to do, call them back and say I made a mistake.. ? That's what I was talking about... And no, I'm sorry but I'm not wasting my time with it.

I'm in my 5th year as well, have also learned a lot of this the hard way, one thing is I'm not willing to go out and estimate 10 POS jobs on the off chance that ONE will say yes... I've even done studies on this, got tired of hearing talk about you can't tell for sure, I went out and gave 20-30 estimates on every one of these where I thought it would be a POS job and I was right: 9 out of 10 were not worth my time, so why even bother? I would much rather go and give the estimate on those I can tell might stand a chance, I'll go out on a 50-50 but not on a 90-10.

From going out to give the ones I don't see coming ...
I do sometimes accidentally find ONE here and there that are like you describe, but maybe 1 out of a 100 is true blue, the rest all just talk big but when it comes to putting their money where their mouth is, all I ever hear is OMMGGG and stuff like that. It is a good thing I learned when their mouth runs big, the price needs to go up, nowadays I always think to myself you are fixing to put your money where your mouth is. So I did learn over time to quote so high that it shuts them up, also from time to time I get one who says Yes and then all is good, now I'm talking about the ones where the red flags are showing, those kind.

But as for the big money, I just gave up a 6k contract because it wasn't worth it. And it's not because I have contracts to spare, that one was 20+% of my annual gross but it doesn't matter if it's 60 dollars or 600,000, when it's not worth it, really the more it pays the worse it eats and if I've learned nothing else in 5 years, the one thing I will NOT do is lose money, no matter what, not even over customer service... Matter of fact, if I'm losing money, my customer service just walked out the door.

[Sandgropher]

I return 100% of all my calls. Sometimes that is over 50-100 calls a day. I do it going to and from each account and when I get home. On very high call volume days it may take a day but I still return 100%. Now on new clients if they are where I want then I will make an effort to bid myself. I usually refer over 60% of people onetimes and such to a couple of other LCOs that are larger than I. I think next year I will get an employee but I am currently sporting 43% net to gross ratio. I would hate to cut that to 15 % but I guess volume will make up for it.


100 calls a day sounds like me, 100 to (per year):laugh: i get 6-7 calls a week and i still dont bother to return all of them.:dizzy: ..are these genuine callers because if i had that many calls i would be busy for the next 5 years ( from one week of calls) and your solo to..:dizzy: .i am moving to Oregon, am on plane now with my lap top...:waving:

:assy flag :assy flag

[TURFLORD]

If I just finished up a 12hr day I won't even call my friends back. If they leave a message and say they're a friend or neighbor of, I try to call them back 'cause 80% of the time I know I already have the job. If it's a cold call, in the wrong town, in the middle of May, ....buzz off. If an existing customer wants something and we have to talk about it, I'll wait til I'm on the block.

[bigjeeping]

I return ALL calls. If someone wants to throw their money at you why wouldn't you return the call!?!?!?!

[Jpocket]

I return about 75% of my calls. THis time of year it's usually only current customers...the rest are just areas we don't service, and stuf I don't want to be bother ed with.

These days I don't have alot of patience with ppl. All im really conserned with is servicing our properties, and getting paid for the work. Rarely do we get "that good call" from a property manager. Only once a month or so. Thats when I perk up my voice and get right on it. Until then:drinkup: :drinkup:

[HOOLIE]

I return all calls to existing customers...as these are the people who are actually paying me :laugh: Gotta take care of 'em.

I try to return the other calls but sometimes I forget (especially if they are the "convenience store crowd" and wanted every other week service) and sometimes things get too crazy...sometimes it's good to just say to heck with it, I'm off the clock right now...