Customer situation ...

[topsites]

I got a call over the weekend as a referral.

So I went out there, took a look...
Thought about it some later, and to put it in simple terms, there's no way.

I then typed up this letter, want to know if this would be an acceptable thing or what would be the alternatives.


//////////////////////////////////////////////////////////////////////

Hi,

During the course of conversation, I felt a need for compromise and the pull of tides from intentions, directions and goals at least somewhat opposite.
For reasons of common interest perhaps you felt this from your end as well. While we did not totally disagree, and I appreciate the absolute lack of argument, there nevertheless exists that friction, and this is a warning sign, or a red flag.

Throughout the years, I first realized a service between a customer and a business requires a smooth and working relationship so that it is mutually beneficial. I later learned this is such a crucial element, at this point unless one or both of us compromises to the extreme from here on out, a mutually beneficial relationship can not exist, while extreme compromise leads to a constant tension and frustration which tends to build into something far worse over time.

Were we to continue, our relationship would almost certainly result in a similar situation to what you experienced with a prior service. Unfortunately the taste this leaves is unsatisfactory, and it is not beneficial for me or my business to leave customers behind in this fashion. Meanwhile, should it turn out that you come out the winner, the taste it leaves in my mouth is absolutely similar in nature, and I can accept neither result.

It is my job as the owner to use my ability to foresee and to act on instinct as only a fool would expect separate destinations when traveling down the same road repeatedly. And to take these hints and clues when they are given or perceived for what they are, so as to part ways in a polite manner long before things take a turn for the personal worse.

I do this not out of selfishness, but for our mutual protection. Now it is likely best for me to leave things as is, allowing memory to be our best resource, and wishing you the best of luck in the future.

Thank you for allowing me the opportunity to grow from my experiences.

[bcg]

No point in all that, a simple phone call and "I'm sorry but after viewing your property and considering your requirements I'm afraid we simply won't be able to help you at this time. Perhaps you could try ABC Landscaping. Thanks for the opportunity."

[Mr Priceless]

yep, may too much unneccessary info...i would go with bcg on this one

[topsites]

No point in all that, a simple phone call and "I'm sorry but after viewing your property and considering your requirements I'm afraid we simply won't be able to help you at this time. Perhaps you could try ABC Landscaping. Thanks for the opportunity."

Good idea, perfect !

[Steve's Mow & Trim]

Call them up and say sorry you can't do it, referr them to another lawn care provider.

[HOOLIE]

I think that potential customer, much like myself, would have no idea what the hell you are talking about...

I mean what on earth are you trying to say??? :laugh:

[topsites]

Yes, I agree, make it short and sweet and to the point.

The part I was having a problem with is how to say it, because I don't like telling a lie to get out of something, even if it's just a small white one, if for no other reason than I feel it is disrespectful and customers are not stupid. And, I also didn't want to hurt anyone's feelings.

But that one sentence really nails it down in short order, it is polite and accurate and honest, and that will work.

As for referring to another company, the only company I would be quick to refer them to is some bigtime lowballer, and I can't think of anyone right now.

Basically, the customer appears uneducated on our labor rates, to where we're not even in the same ballpark, is the best way I can explain it...
It's a huge lot and there is a ton of work to be done, and while it may be possible to explain this to the customer, I feel there is too small a likelyhood that things would change much at all.

[StBalor]

I usually just tell them my plate is full and cannot take them on.

[rb_in_va]

I usually just tell them my plate is full and cannot take them on.

Then why would you be out quoting jobs?

[topsites]

As for referring to another company, the only company I would be quick to refer them to is some bigtime lowballer, and I can't think of anyone right now.

On second thought, that's probably not such a good idea either.

[lawnguy001]

"It was a dark and stormy night....." Toppy , I like your posts .. but why in the heck would you send this to anyone ??? It's not a bad novel you're writing , it's a rejection letter !!!!

Walt

[4curbappeal]

"It was a dark and stormy night....." Toppy , I like your posts .. but why in the heck would you send this to anyone ??? It's not a bad novel you're writing , it's a rejection letter !!!!

Walt

I agree 100%! While reading your letter, I felt like I was reading a script from "Dawson's Creek"!! Very wordy in my opinion.

[freddyc]

Sorry but unless you're running for congress I'd tear that up.

It sounds like someone who doesn't understand large words trying to use them.

It also doesn't make any sense at all....sorry not trying to insult you, but if you want to send a letter, just get to the point. All that wording is a maze that goes nowhere.

Try this:

after we talked I decided not to pursue the work at your property. I appreciate your interest, however I found out that the scope of work involved is not inline with what I thought and I can't quote the job for you as I do not feel I could be competitive with other lawn companies in the area....

Thank you for your interest,,,, Frankie Valley. :waving:

[General Landscaping]

There is always a price..... just tell 'em what it ispayup

[topsites]

I'm working on my pr skills, heh...

And I ended up using the short version, as recommended.
I didn't like the letter either, I just didn't know how else to say it.
But I was NOT about to send an estimate, for more than one reason, but really because I did not want the job.

And it didn't dawn on me until after I got back home that this was a serious problem waiting to happen.
But even if it dawns on me at the customer's house, I don't say squat to them because:
- Most of the time, it does NO good.
- At least half the time they get argumentative / try to talk you back into it.
- Sometimes they USE the information I just gave against me or another Lco (furthering themselves, so to speak).
So that's no good, I much prefer the phone, at least that I can hang up.
But I really like short letters, there's almost never anything comes of it, I don't hear another word, it's over, and thank you.
The only question I had was, how do I say this nicely?

I mean, if you don't know how to say it nicely, what do you do when you run into a potential PITA situation?
I know you're not supposed to be rude and all that, too.
But when caught between not knowing how to get out of it and taking a beating, I'll be if I'm taking a loss, I'll do what I must, even if I don't like it.

Now, it is a matter of building a small repertoire of short sayings that get me out of the tar pits in a nice way.
And that's what this is all about.