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View Full Version : I got told today !!! Im pissed!


Liquidfast
07-05-2007, 08:03 PM
I have this hard to please customer. Nothing is ever good enough for her...ever.

Today, I cut the yard and our other crew dug out a 3 foot deep trench that splits her back yard in half. There was no way for me to get the mower thru it.

I tell her that I cannot get the machine to the other side of her yard due to the crater (again, 3 feet deep).

She stares me straight in the face and says: "You are NOT leaving here until you cut my back yard!" I am like WTF???? I am 34 not 3 or 4. LOL.

I then ask her for the key to the other side of the fence (double gated yard) and she says: "So, you will be responsible if something happens to the fence cuz we don't use that gate....ever!"

I say: "Then how about YOU go and open it and I'll slide my machine into your back yard." She refuses and then gives in.

We went back and forth with a few exchanges but the ONLY part that bothers me is the fact that this woman actually told me I couldn't leave until I cut her back yard.

Needless to say (and this is going to hurt financially) I will be giving her the LONG OVERDUE termination papers on Friday (we finish her landscape installation on that day...and she still owes $2200.00...paid $4800.00 so far). Once she pays, she is a goner!

Tim Wright
07-05-2007, 08:14 PM
Don't give herthe goner papers until she pays in full. Of course she might see the writing on the wall and not pay anyway.

Tim

grasswhacker
07-05-2007, 08:20 PM
Yeah, be nice until the check clears. Sometimes it pays just to say yes Ma'am.

milsaps118
07-05-2007, 08:21 PM
Just keep acting like she's your best customer till you get paid, put the check in the bank...wait for it to clear, then give he the pink slip!!!!:drinkup: :drinkup:

Liquidfast
07-05-2007, 09:15 PM
Trust me...I was so far up her butt today that I could see she had one tooth removed!

I get paid in full Friday, check should clear Tuesday and the day before her next cut which is Wednesday, she gets the axe......:D :D

Mr Priceless
07-05-2007, 09:17 PM
Trust me...I was so far up her butt today that I could see she had one tooth removed!

I get paid in full Friday, check should clear Tuesday and the day before her next cut which is Wednesday, she gets the axe......:D :D

:laugh:

She gonna get OWNED:usflag:

HOOLIE
07-05-2007, 09:21 PM
Next time, maybe mow before you dig the crater???

Liquidfast
07-05-2007, 11:48 PM
Next time, maybe mow before you dig the crater???

LOL, the "hole" was put there the day after her last mow. The work should have been completed prior to today but we had a heat wave and some sissies couldnt take the heat.

Nevertheless, I am gonna use that hole to bury her in...........or at very least, her "agreement". Never in my life have I met anyone who actually enjoys belittling others more than her. She is sarcastic, condescending, and a snob. Her hubby is a kidney specialist and she is an at home mom. She actually speaks to her children worse than strangers....she is a horrible individual.

Last week, there were deck guys working away and my company digging and cutting. She came out on her deck, brought a neighbor over and paraded around like she was the Queen of England. It was disgusting. She was telling the guys "Do this, do that....no, I wanted this color, this is no good!" She enjoys hearing herself speak.

Never ever met anyone like her. I asked her today what the problem is and she couldn't answer. She refused. I walked away and bit my tongue to save the installation. ... ... .... ... .... I hate her.

The deck company owner pinched me and said "You have the thickest skin of anyone I've met before" When asked why, he said "I would have dropped her long ago". Goes to show ya.

DJL50
07-06-2007, 12:38 AM
If I had a customer paying me that much she could call me anything in the book. I don't care. No, It's not right for her to treat you that way but seem to me kinda foolish to dump her over that. When I first started in the bizz. (garden center) I would do a slow burn all day over something a customer would say. Now I don't even remember it in 10min.
Short story. Years ago I had a customer that jumped my azz first thing in the morning over something stupid. I was having a bad day and so was she. Long story short we are now good friends (as far as customers goes) she spends a lot of money with me each year and her friends comes in as well.

Envy Lawn Service
07-06-2007, 01:55 AM
Well, I'll tell you, I've worked on other people's property as a contractor for the better part of 25 years now (some of those years too young to be a 'contractor') and my opinion is that most of people such as this are suffering a "complex" that they need professional mental treatment for.

So while I always make sure I'm being paid well for the work I am doing, I am NOT getting paid Psychiatrist wages to stand around unproductively listening to some mental case trying to talk down to me.

This type of person comes in all colors, ages, sexes, classes, etc...

But over the years, I have however found it to be more prevailent in certain groups.

Mommy age and older women from wealthier households.
Kept women, housewives, stay at home moms, etc... those with no wage earning job.
Old widows who were the above all their lives.

Females/Males with highly successful or 'absentee' spouses.

Corporate class workers, and 'professional' workers.

A third of them have a God complex/overbearing boss complex.
A third of them have an inferiority complex.
A third of them have no concept of what real labor is, other than they hire it all done.

Truth of the matter is, most of these people treat everyone in their lives like this that they can get by with or take this type of treatment from someone else in the household. So all their service providers and family members, etc... they all get talked to this way.

I also have another confession... I have found that one major deterrant from this behavior is to charge them rediculous amounts for everything you do for them. Stupid as it is, it's true... the less they pay you, the less they respect you.

But then there is always the one that can never shut up about what they pay you and begrudge you every dime of it, or try to squeeze everything out of you they can per dollar.

Runner
07-06-2007, 04:43 AM
Originally Posted by HOOLIE View Post
Next time, maybe mow before you dig the crater???

Funny,...I was thinking the same thing. Then, I read this...

LOL, the "hole" was put there the day after her last mow. The work should have been completed prior to today but we had a heat wave and some sissies couldnt take the heat.

Let's face it....that is not the customers problem, nor is it their responsibility. I ca understand her wanting her backyard cut. It was cool that ou had a gate for access,...otherwise, I would've saw two 2x8's in the works. As far as the other stuff though,...that she is that mch of a witch,...as long as she pays the bills. I would just cut and collect. As long as she isn't a habitual complainer. If she is,...then yes...there IS no pleasing her.

Richard Martin
07-06-2007, 05:08 AM
I agree, it's not the customer's problem that you couldn't get your own work completed because of sissies. This is a service business and you have to do what you say you will do.

I'll tell you what I did yesterday and most people will think it's crazy but I like to have a good rep with customers.

I set my route up so I have my customers clustered due to distances. On Wednesday I do the Northwest part of town. I got to one of my customer's house and he had gone away on vacation. That's all fine and good but his brother had gone away too and parked his truck right in the way of the gate I need to go through. It was really close, less than 3 feet away. All I had on the trailer was my 36" and 60". No go.

So yesterday I loaded my 21" up and did my regular route in another part of town and then drive 8 miles out of my way just to cut a $25 lawn.

Liquidfast
07-06-2007, 06:28 AM
Originally Posted by HOOLIE View Post
Next time, maybe mow before you dig the crater???

Funny,...I was thinking the same thing. Then, I read this...



Let's face it....that is not the customers problem, nor is it their responsibility. I ca understand her wanting her backyard cut. It was cool that ou had a gate for access,...otherwise, I would've saw two 2x8's in the works. As far as the other stuff though,...that she is that mch of a witch,...as long as she pays the bills. I would just cut and collect. As long as she isn't a habitual complainer. If she is,...then yes...there IS no pleasing her.


I agree...not her problem. It was her attitude not the fact that she wanted her work completed. "You are NOT leaving until I get my yard cut!" C'mon, who speaks to someone like that. I am 6'0 - 256lbs of caramel covered love, not a five year old.

Oh well.

MarcSmith
07-06-2007, 07:34 AM
C'mon, who speaks to someone like that.

Welcome to the service industry...most of are seen as lawn boys...and as such are treated like dirt.

sheshovel
07-06-2007, 07:45 AM
This might have been avoided had you some heavy wide boards that you might have used to get your mower across. But you didn't and obviously she didn't so that was that.
I am sure she is demanding and controlling and all that wonderful stuff. Better to go ahead and drop her rather than feel uncomfortable working for her.

bill w
07-06-2007, 08:00 AM
You knew that there was a gate to the other side, but your first comment to the homeowner was, "I can't get there from here"?

And now you are upset cause she talked down to you?

Sounds to me like you and her, both, could work on your people skills.

Envy Lawn Service
07-06-2007, 11:31 AM
I agree, it's not the customer's problem that you couldn't get your own work completed because of sissies. This is a service business and you have to do what you say you will do.

I'll tell you what I did yesterday and most people will think it's crazy but I like to have a good rep with customers.

I set my route up so I have my customers clustered due to distances. On Wednesday I do the Northwest part of town. I got to one of my customer's house and he had gone away on vacation. That's all fine and good but his brother had gone away too and parked his truck right in the way of the gate I need to go through. It was really close, less than 3 feet away. All I had on the trailer was my 36" and 60". No go.

So yesterday I loaded my 21" up and did my regular route in another part of town and then drive 8 miles out of my way just to cut a $25 lawn.

I think I would have taken part of the fence down or towed the truck back out of the way first... LOL...

green horizons
07-06-2007, 03:33 PM
I used to terminate service when the customer and I couldn't get along. But over the years I've decided the better approach is to raise their price for service. Sometimes the new $ number is offensive to the client and they don't continue service (problem solved). Sometimes, the irritating, habitual complainer, better-than-me client accepts the new price (problem solved).

freddyc
07-06-2007, 03:36 PM
Regardless of whether you should have cut this or done it that way, the underlying issue is that the woman is just plain nasty.

The simple fact is that there are just some people that will verbally abuse you till you stick up for yourself---let them go and they will belittle you till you feel like crap. She is one of these people.

The bottom line.....when she starts mouthing off, look her straight in the eye and tell her that if she can't speak to you with basic human respect then stop talking. If she keeps going, walk away....as long as you're listening to her she will just keep on going. Its probably a control thing with her.

Richard Martin
07-06-2007, 04:43 PM
I think I would have taken part of the fence down or towed the truck back out of the way first... LOL...

Yeah, I looked at the fence. It was stretched as tight as could be. I'm not touching his $40k truck just to cut grass. It's not like I have any intention of going through this every week.

Liquidfast
07-07-2007, 09:27 AM
You knew that there was a gate to the other side, but your first comment to the homeowner was, "I can't get there from here"?

And now you are upset cause she talked down to you?

Sounds to me like you and her, both, could work on your people skills.


No, no, no, no, no. The problem started when I asked for the key to the other gate. She threw her hands in the air and acted like a child. "If you break something then you will be responsible for it...right?" I told her to open it then. She refused and thats when I stated I couldn't finish the job as I would not be responsible...this lady is evil.


Termination letter.



Dear Mrs. Evil,


We are unable to provide the level of service acceptable to your standards. Please note that your final frozen Round up (late night application) will be free of charge next month. Should you require an additional dose of Round up, that will also be free of charge in the spring. Enclosed is your final invoice with a partial credit for the remainder of the month.

If you have any questions that your husband (Lucifer) is unable to answer, please feel free to contact our office.

We have taken the liberty of providing several tips on how NOT to treat as well as how to treat your LCO.


#1. If there is a problem, clear it up immediately. It is hard to rectify an issue 60 days later.

#2. Do not stand over his/her shoulder when your LCO is working. We don't come to your shithole office and do that to you.

#3. Speak to us with respect. What dignity we have, we would like to keep.

#4. Just because your hubby isn't slamming you doesn't give you the right to make others feel like ****.

Sandgropher
07-07-2007, 09:40 AM
Well theres your problem right there, her name is Mrs Evil ? my mate Top Sites would say thats a red flag :nono: ;)

bill w
07-07-2007, 09:56 AM
[QUOTE=Liquidfast;1888718]No, no, no, no, no. The problem started when I asked for the key to the other gate.


My apologies. I somehow got the impression that you told her it wouldn't get done before asking for the key. :laugh:

txgrassguy
07-07-2007, 10:46 AM
I have had many clients like this one you describe - condescending, abrasive, and stuck up.
I don't drop them, I raise their prices. Also when I am performing work on their property and they insist on speaking with me and slowing the work - they are charged for that too.
This industry reminds me of the old child's rhyme "sticks and stones may break my bones but words will never hurt me".
I could give a rats ass what clients complain about as long as they PAY.

IA_James
07-07-2007, 10:49 AM
She stares me straight in the face and says: "You are NOT leaving here until you cut my back yard!"

I'd have left after that, no matter what. Fxxx her.:waving:

Frosty03
07-07-2007, 04:37 PM
Since she is mrs Evil, would that make her husband Doctor Evil...perhaps? :rolleyes:

Shag on...

DoetschOutdoor
07-07-2007, 04:42 PM
On another note, get the check on Friday and cash it at her bank. No way for it to bounce then and you cant terminate her right after she gives you your money.

Liquidfast
07-07-2007, 07:33 PM
I got a call from her today.......1 hour ago. She asked me to come TODAY and finish her landscaping project. She has her daughters classmates and family coming on Tuesday for her going away to England party.

I told her that it would be impossible as we do not work on Sundays.
She absolutely blew a lid. She then asked if she paid in full N O W right freakin NOW if I could promise her completion by Monday or Tuesday by 3pm the absolute latest.

My friends.....I am on my way as fast as my fingers can type and I will pick up the check (or better yet, Ill call her and tell her cash is the only way I can do it to guarantee my employees get paid upfront for the short notice) I SWEAR TO GOD, I am going to show up on Tuesday and START at 1pm. I will work until 9pm as loud as possible and when she bitches, I am going to tell her that a customer MADE me finish her property and I wasn't allow to leave until that time...



PAYBACK IS A *****!!!!!!!!!!!!!

stumpgrinder
07-07-2007, 10:02 PM
is there a web site for just wisconsin lawn service??

Vikings
07-07-2007, 11:06 PM
No, no, no, no, no. The problem started when I asked for the key to the other gate. She threw her hands in the air and acted like a child. "If you break something then you will be responsible for it...right?" I told her to open it then. She refused and thats when I stated I couldn't finish the job as I would not be responsible...this lady is evil.


Termination letter.



Dear Mrs. Evil,


We are unable to provide the level of service acceptable to your standards. Please note that your final frozen Round up (late night application) will be free of charge next month. Should you require an additional dose of Round up, that will also be free of charge in the spring. Enclosed is your final invoice with a partial credit for the remainder of the month.

If you have any questions that your husband (Lucifer) is unable to answer, please feel free to contact our office.

We have taken the liberty of providing several tips on how NOT to treat as well as how to treat your LCO.


#1. If there is a problem, clear it up immediately. It is hard to rectify an issue 60 days later.

#2. Do not stand over his/her shoulder when your LCO is working. We don't come to your shithole office and do that to you.

#3. Speak to us with respect. What dignity we have, we would like to keep.

#4. Just because your hubby isn't slamming you doesn't give you the right to make others feel like ****.

Man, are you going to get a spanking.


This reminds me of those scenes from Psycho where the guy hears his Mother's voice and gets upset.

Sandgropher
07-07-2007, 11:29 PM
is there a web site for just wisconsin lawn service??

Whats that got to do with the price of eggs ?

Envy Lawn Service
07-09-2007, 02:11 AM
I got a call from her today.......1 hour ago. She asked me to come TODAY and finish her landscaping project. She has her daughters classmates and family coming on Tuesday for her going away to England party.

I told her that it would be impossible as we do not work on Sundays.
She absolutely blew a lid. She then asked if she paid in full N O W right freakin NOW if I could promise her completion by Monday or Tuesday by 3pm the absolute latest.

My friends.....I am on my way as fast as my fingers can type and I will pick up the check (or better yet, Ill call her and tell her cash is the only way I can do it to guarantee my employees get paid upfront for the short notice) I SWEAR TO GOD, I am going to show up on Tuesday and START at 1pm. I will work until 9pm as loud as possible and when she bitches, I am going to tell her that a customer MADE me finish her property and I wasn't allow to leave until that time...



PAYBACK IS A *****!!!!!!!!!!!!!

Ahhh..... this is awesome.

I hope you went and got your money. Hopefully cash, or a check that you can cash at her bank on monday morning.

I'd get my money and do exactly as you say you will.
This will make her furious.

I'd give that exact explaination too.

Then I would explain to her

"yep, I found out today that you are not the only unreasonable, over demanding customer I have who wants to treat me like I'm their personal landscaper and have no other customers waiting for me to do things for them. As you can see here, going out of my way to make special arrangements for one person causes me to neglect other customers.

So I've decided that after today I'm done with the both of you. I have 107 other customers that pay just as well or better that treat me with respect, talk to me like a human being, and don't make unreasonable demands.

I appreciate the business you have given me so far. But I just refuse to deal with this aggrivation conflict from the both of you. A measly $xxx.xx a month just is not worth it to me to put up with being talked to this way or monopolized to the point that I'm neglecting my other better customers."

Think I haven't done and said that to a few ex-customers...
Think again...

Some of them are better customers for the new LCO after having me speak my mind, knock them down several notches and leave them standing there with their mouth hanging open. (I trade names now and then, forewarn and let someone else have a go..)

I'll let them know right quick (in a more carefully worded manner) that they are but a speck I'll never miss... one of the lowest paying accounts I have, etc... so why would I want to put up with them, etc... (rather they are or not)

It knocks them off their high horse. Most of them are literally speechless. Most of them can't believe you said that to them, and most of them can find any verbal expression once they are knocked down from thinking they are your most important, highest paying client... all the way down to finding out they don't pay enough to matter to you really. That's a blow to them.

Here and there, I give such a name, address and price away to someone else and they have few troubles while getting paid the same or better. Then some of them are the same evil customers they were for me. Just depends I guess.

covalawn
07-09-2007, 06:23 PM
Why would you talk like that to a customer or anyone for that matter.....If you were to say mean things like that then you are justifying how they have talked to you.(AKA Stooping to their level) Let it go just tell her that you are not working in her area or her yard is too big....why would you burn a bridge like that? People are weird like that they say one thing to you but talk good about you if someone needs a Lawn Service. I have had some of my rudest customers refer me to their friends.

If you can't deal with it anymore, dont be mean just quit!!

deason
07-09-2007, 09:53 PM
I got a call from her today.......1 hour ago. She asked me to come TODAY and finish her landscaping project. She has her daughters classmates and family coming on Tuesday for her going away to England party.

I told her that it would be impossible as we do not work on Sundays.
She absolutely blew a lid. She then asked if she paid in full N O W right freakin NOW if I could promise her completion by Monday or Tuesday by 3pm the absolute latest.

My friends.....I am on my way as fast as my fingers can type and I will pick up the check (or better yet, Ill call her and tell her cash is the only way I can do it to guarantee my employees get paid upfront for the short notice) I SWEAR TO GOD, I am going to show up on Tuesday and START at 1pm. I will work until 9pm as loud as possible and when she bitches, I am going to tell her that a customer MADE me finish her property and I wasn't allow to leave until that time...



PAYBACK IS A *****!!!!!!!!!!!!!

I cant believe that you are even considering this.....what is a termination letter??

Lets analyze the facts as YOU communicated them.

1. Your "crew" didnt finish the landscaping job on schedule. It doesnt matter if someone had a heat stroke or your dog died. What matters is that you didnt have the job completed because of your labor issues. Not her problem.

2. You couldnt cut the back yard because of a trench / hole that was left behind by your "crew". Is this something that you just learned about when you showed up or did this happen the day after you cut her lawn last week? Think hard and re-read your posts. Something you have known about for a week shouldnt be an issue.

3. You told her that you couldnt cut her back yard, but then when she complained, you suddenly thought of a way to get it cut by going through another gate. Think of how this conversation should have never taken place.

Does anyone else see this? We all have PITA customers. Its a part of doing business. But all the issues you have listed have been basically your fault. She may have been fussy and nagging before this incident, but you have failed to keep your integrity by considering witholding service to a certian time just to make her even madder and make the situation worse than it really is. Heck, I'd call you on a Sunday too if you dug up my back yard and left it for 2 weeks!

Make the job the company's priority Monday morning. Get it completed and apoligize for the delay. Then, If you cant handle the pressure of dealing with someone who is hard to please, politly resign as her lawncare provider and move on. BTW, you cant terminate her. Unless she fires you, all you can do is quit. You didnt hire her, she hired you.

S man
07-09-2007, 10:18 PM
Just keep acting like she's your best customer till you get paid, put the check in the bank...wait for it to clear, then give he the pink slip!!!!:drinkup: :drinkup:

Just what I do with pita customers. Don't let em think you're mad.

Envy Lawn Service
07-09-2007, 10:56 PM
Boy... a lot of ASSUMPTIONS are being made here.

Nobody ever said there was any deadline on the landscaping job that was not met and so forth.

What we know is that there was a trench dividing the back yard at the mowing day, which caused a big outburst by the client, which was uncalled for. Then the lady decides to call back on a Sunday to ask for special treatment to have him come out to complete her landscaping on a Sunday so it is finished before an upcoming event at her home.

I'm sorry, but after being talked to that way previously and called on a Sunday with such demands because it suits her.... well I don't think I would be inclined to be nice or offer her any special treatment either. Instead she would get the exact opposite from me.