PITA doen't call to cancel...

[cahermit]

So I gave an estimate of $400.00 to cut down a medium sized tree, and remove a medium sized hedge row. She said that the price sounded fine and we set it up for Fri the following week. So I showed up Thurs, the day before I was going to do the job, to do her normal mowing, and the bush is gone and the tree is cut. She has my phone nbr, email addy and mailing addy, WTF!!! I haven't had this client for that long and I'm seeing problems a brewin... Potential PITA status.
How or would you confront them about it? Or just call it a loss and continue with the weekly service as normal?:confused:

[grass_cuttin_fool]

LOL, I have a few customers like that......when they have it on their mind they want it done right then and there, it worries them and they arent satisfied until its done. Last summer I pointed out to a set of condo owners that thge wood line was starting to creep into their yard and the ivy and weeds and stuff needed to be cut back 2-3 feet. We were almost in a slight drought and I was in search of some extra work. I told them it may take me 2 weeeks to get started on it and they said ok , no hurry, just work it in your schedule.....well......... I quess it was on one of them old timers mind and he couldnt sleep thinking about it........next week when I showed up to mow the wood line was cut back 2-3 feet all the way around the property. Im still mowing them. Just shrug it off and keep mowing if I were you

wayne

[jazak]

I would charge her for showing up and not letting you know (wasting your day).

[mjohnson1]

i had a lady do the same thing, she left me a message wanting her gutters cleaned, i called her a couple times and she never answered, left a message with her daughter who said she was busy, finally got her the very next morning from when she called, and she says, oh we got someone else to do it. oh well

[newz7151]

I would charge her for showing up and not letting you know (wasting your day).

He didn't show up to do the tree work, he showed up and did the normal mowing day. the extra work was for the next day. So, not like he drove out there for nothing.

[mike lane lawn care]

i would charge her a fee for not calling and telling you it was cut. even though you mow there, she should have called you when it was taken down. like $50, you can't re-book that time that you were going to spend at her house.

[Team-Green L&L]

You can't dictate what service provider the client you mow for has to do tree work. It could be that the homeowner sees you as a Lawn Care Operator...go figure!

[J&R Landscaping]

What explanation did the customer give? Did the customer need emergency work done?

[topsites]

I would charge her for showing up and not letting you know (wasting your day).

I had this same problem last year, customer calls me the night before all in an upfit about this tree that was dead and wants me to come out NEXT day to estimate... By the time I got there, JoeLowballer was in the driveway and the tree was on the ground.

Same as you, no call or nothing.
So, I added 30 dollars to the account as owed money, and billed it out over time by adding a bit here and there, and that is why:
- You NEVER steal another Lco's work.
- I got paid for estimating the work.

I found out later dude did the tree for $150... I wouldn't have touched it for less than 300 myself, so everybody wins: Customer saved 120, I got 30 for putting my eyeballs on a grounded tree, and the lowballer got what he asked for as well.

You can't dictate what service provider the client you mow for has to do tree work. It could be that the homeowner sees you as a Lawn Care Operator...go figure!

That's right, so don't call me to estimate it and don't agree for me to do it.

[KB Klippers]

Yep, that sounds like many I have had. Usually and older man or woman calls for an estimate. They want you there yesterday. By the time you get there they already have someone else. It happens. Just keep taking the money where you can get it.:)

[cahermit]

Ya so to update the situation, I haven't talked to her about it... But some things to add...
1) I'm gonna keep the client for the service, but I am weary of estimates for any more work, may even charge for even looking at it.
2) The reason the lady wanted the greenery removed is because she was having a problem with rats... Specifically groups of around 15 small cat sized rats (7 caught in 1 day) towards the evenings. She expressed concern for the job being done quickly, and so I fit her into my schedule.
3) I did the estimate one day while i was already there doing the normal service, and then I found out about it already being done the day before the work, once again on my normal service, so basically she got me for 15-20 minutes of looking at it and quoting her, and then for the cancelled time on the 'supposed' date of service. So total losses are time and scheduling. which equals $$$...
4) As I said I haven't talked to her about it, i don't know if I will, unless she mentions it. But I did notice that the day before it was supposed to be done, when I pulled up out front, she got in her car and took off before I saw the backyard, and the work completed. And she didn t return until I was done and gone... That tells me that she could have seen their move as 'shady'.
5) The thing that really matters to me is the fricken call. Why don't people use these telephonic devices to inform others of changes in plans? Is it hard? Are they afraid? WTF? Call me, I'll say 'ok, thx for calling goodbye.' SIMPLE!!!!

They saw me as a lawn care operator, approached me, and asked if I did anything else. I asked, 'like what?' They proceeded to show and explain the situation and I said yup and gave the quote. So... go figure!:hammerhead:

and on a side note, I don't feel comfortable charging for things unless I specifically tell them before hand that I will indeed charge for it, so I can't just smack her with a fee for wasting my time, when there was no previous mention of it... Although I want to. :dancing:

Maybe I should just learn from it, and start mentioning that type of thing. :clapping: How do you guys go about 'formally' informing someone that if they waste your time they will be charged a convenience fee? :confused:

[topsites]

5) The thing that really matters to me is the fricken call. Why don't people use these telephonic devices to inform others of changes in plans? Is it hard? Are they afraid? WTF? Call me, I'll say 'ok, thx for calling goodbye.' SIMPLE!!!!

Maybe I should just learn from it, and start mentioning that type of thing. :clapping: How do you guys go about 'formally' informing someone that if they waste your time they will be charged a convenience fee? :confused:

Yeah, that part bugs me, too, the call... Not to give you a downer, but I've been doing this for 5 years and I'm telling you they almost NEVER call. When they do call, it's almost like they're rubbing it in that they found someone to do it for LESS, they can't just say 'Mr. Yourname, we will not be needing you to do the whatever work and am calling to let you know so you don't waste a trip out here and tyvm,' that's all it takes.

I had one with a 4-5 cubic yard load of mulch but I couldn't remember if it was supposed to be 4 or 5... So I drove by there to re-load my mind with the right amount on my way to get the mulch, and it was already done. Good thing, I've been waiting for the day I show up with a load on my trailer...

As for informing them, I don't, I just bill them for it.

[cahermit]

what amount? how do u figure that amount>?:confused:

[topsites]

what amount? how do u figure that amount>?:confused:

First off, there may come a time where due to my own stupidity I may not check my messages and even thou they called, well then if that is the case I will take the blame.

But if nobody ever calls...

If it's on my way, meaning I am in between customers in the truck, I figure it costs me 15 dollars per stop, that's no materials involved.
If I have to make a solo trip, it's at least 15 but up to 30 dollars for wasting my time, mostly depends how urgent it was (meaning whether I had to go out of my way, so to speak).

If I'm loaded up with materials, it's a bit tougher:
- If I can put the materials up at home and /or use them later that day or soon after, then charge for delivery, about $30. Yes because the next customer pays these fees as well, so if I can re-use the stuff later, it's all good.
- If I can bring the stuff back for a refund, same thing but delivery + unloading ($60).
- If I can NOT bring the stuff back, they bought it, plus the labor to pick it up and unload it. It's their choice if they don't want it, but it's theirs.

I know it sounds mean, and it doesn't happen a lot, but when I got my trailer loaded up with a bunch of stuff JUST for their job and I show up to find it's already done ... I've never actually had that happen with materials, thank goodness.