Do your clients really care?

[Richard Martin]

I'm just wondering how many of a LCO's clients really care how good a job you do? Do they notice when you put clearly visable stripes down? Do they notice whether or not you trim everything every time you cut the grass.

Just today I started cutting a clients lawn. When I arrived at the lawn I noticed that there was some new lawn furniture. No biggie. When I got down by the pier I noticed all of the boats were gone. One of my eyebrows goes up at this point. I started mowing the grass (yes, there will be a point to this story) and glanced at the house. All of the curtains are gone! I ride the Dixie up to the house and look in the window. The house is empty!

So being the sharp fellow I am I figure something's wrong here. I go to the next door neighbor's house and ring the bell. He answers the door and I ask him if his next door neighbor has moved. He said "Yes, he had to be out by September 1". I tell him "Thanks" and go to leave. Then he asks me to give him a price on his property for next spring.

So I gave him the price and explain some of the things I do which included criss-cross stripeing the lawn next door. He say "You do, I had never noticed". When I pointed the stripes out to him he said "Yes, that does look nice".

I have had this happen a few other times too. A couple of people have said not to even bother stripeing because they never even see the yard. They drive and walk right by it and never even look at it. It kinda makes me wonder why I even bother to do a good job sometimes.

[mdb landscaping]

i have some customers that always tell me the lawn looks excellent and great job, but then i have a few huge lawns that i stripe and they come out looking extremely well. they have never said a thing. i think the best thing is hearing compliments on a great job youve done.

[LoneStarLawn]

I am a little lost on this poll...How does this work?

Do I select the one that I can answer "YES" to? If so I can answer "YES" to more than one and I am sure many could also.

[Fine Lines Lawn]

Didn't work for me neither.
I wish to answer "YES" to all :)

[mdb landscaping]

yeh. i posted what i thought above, but didnt vote. i couldnt figure it out as well.

[George777]

I think many times the customers just expect you to do a good job. Your first month I think is when you set the standards. If you did not edge or string trim around the beds I bet they would let you know. If you don't hear anything from them then you are doing a good job. It's that one time your behind and start taking short cuts is when they will let ya know. Some customers are watching your every move and they no what your going to do next before you do.

[EJK2352]

I can answer YES to all three of your poll questions. I always do complete & quality work, even if I feel the customer could care less. I have picked up alot of work through word of mouth and you never know if a potential customer is eye balling your work. It's also real easy to lay my head on the pillow at night, operating in this fashion. :) ;) :) ED

[paul]

Richard, The question I have is. They moved and didn't tell you? So you are mowing the lawn for???

[Eric ELM]

I didn't see a place to vote for all of the above, so I added it and voted on it.

Most of my customers do care and so do I, but I'm sure some are not impressed with my stripes. :rolleyes:

[Randy Scott]

This was the topic of discussion as my wife helped me for the first time today since she was off work. I sometimes wonder if it is really worth it to be extremely meticulous or just be average. I go beyond the call of duty on my properties most of the time. The particular property I cut today has been growing like nuts the last three weeks. They irrigate every day and it is out of control. The last three weeks I double and triple cut it. The one week I bagged it and hauled the clippings away. This property is about 2 acres. That's alot of fricken' grass to bag.
The people that cut the commercial property next to this one always does a pretty good job also. I think we are in competition on whose will look better, we just don't know it. Anyways, last week he cut it and on the hill facing the road everyone travels and can view these properties, there was a fair amount of brown dead grass clippings. He must've just cut it and left it. If I wouldn't have double and triple cut mine, it would look like this also. I just can't get myself to say screw it and leave the grass lay. But does this make me more desireable next year to this company, or is what he does acceptable? Because when I double and triple cut it, I might as well have stayed home as far as profit goes. I guess it will always be a guessing game on what is acceptable or not. I just hope that in the long run, above average work will pay off for me. I try to do better than others and when I leave the property, they have nothing to complain about. Time will tell I guess!

[Fantasy Lawns]

I'd like to think that doing a good job is just part of that job .... it's easier to maintain in the long run ...... is better for "word of mouth" ........ getting noticed by the neighbor's ..... set's an expectation of my employees

I'd have to also say that my monthly payment on time is the customers gratitude ;->

[65hoss]

I always want perfection and I really like it when the customer says the place never looked so good.

[kutnkru]

Do your customers notice when you do a good job?
Our clients will not necessarily notice when we have striped the perfect lawn. They will notice however, if the service they receive one week is not up to the expectations they are used to getting.

Do your customers care if you do a good job?
Our clients want to know that they are getting their moneys worth. They know how we maintain our lawns and what our expectations of ourselves are, thats why they have stayed with us for as long as they have. getting them to part with their wallet to keep those stripes is another thing- LOL!!!

Do you care if you do a good job?
I am my toughest critic. :angry:

Kris

[Davis TLC]

My customers always comment on the superior job I do on their lawns. I've even had customers tell me that their lawn has never looked better. I always try to be sure that everything is done to my strict standards, sidewalks edged, driveways and patios blown off, and the lawn striped nicely.

This is what separates me from the rest of the lawn companies in my area. I take a little longer, and I charge more than most, but if I'm not happy with the way the lawn looks then the customer won't be either.

[Randy]

I have some clients that tell me and others of our good work.I like to hear that. I also have clients that say nething tell they don't like something. then they do. The old saying no news is good news is a lot of bull in this biz if something is wrong it's good to know so you can make it right.;)

[hustlers]

your competitors see your stripes and


I have alot of
customers who tell me not to stripe
because they do not like to look
like a golf course but want it solid green

[casey]

I realized a few years ago that 99% of my clients don't notice if we've perfectly cut, trimmed, & blown their prop. I have now relaxed our standards, less double cutting, less trimmer time, blow debris "under the carpet", or back on the lawn after cutting. We have not lost one customer due to poor work, we still get the same amount of referrals, are overbooked, & rarely recieve a complaint. Reliability is the most important factor for our customers. By reducing the time spent making a property look perfect I have increased profits immensley.

[laserman]

:alien:
Some PEOPLE CARE AND SAY IT LOOKS REAL NICE.
I have a few who don't even seem to care. Sometimes I think I could roundup the whole lawn and they wouldn't notice!

[crazygator]

We all want and need the old "Pat on the back". But in this business we rarely get it, and cant even pat our own backs for being so critical of our own work. But doesnt this make us the professional that we are? If we didnt care would we still be here, or even trying? Probably not. I find it very encouraging to come here in this forum and find others who want and strive for perfection. We live in a world that is going down hill with customer service, but we dont have to let it infect our profession. So I offer a "Pat" to everyone for a job well done, even when it isnt noticed. And remember, I see competitors work even when the client does not, and they see mine. So it does matter!

[fivestarlawnken]

My feelings are to do each job the best you can.I'am the boss and if i dont like the job I did then i'm, not happy.To me a graet job is almost like free advertising.;)

[Richard Martin]

Paul wrote:
..........................
Richard, The question I have is. They moved and didn't tell you? So you are mowing the lawn for???
..........................

I should have added "So I loaded up everything and left".

I think my point was I spent a good deal of time making this guy's 1/2 acre look good and then when he moves he doesn't even have the courtesy to call me, leave me a note or anything. And on top of that he's into me for a cut ($55.00) from the previous week.

I sometimes wonder "What's the point of busting my hump, trying to do the best job I can when this is the way people think and act?".

[Premo Services]

I believe that I am my toughest critic on the work that I do. There are a few customers that wouldn`t care if I didn`t double cut or do whatever to make the job look professional. My expectations of how a job should be done are way higher than my customers are. They appreciate what I do and tell me how nice the lawn and landscape looks. I will not see a lot of them for periods of time, and when I first started, this would bother me, because I did not know if they were satisified with the job,but when I would see them, they would be smiling and waving. I came up with a saying " IF THEY ARE SMILING, THEY ARE PAYING":D. Their referrals speak volumes to me,and they would never have to say NICE JOB, although it is nice to hear. For me the reward is knowing that I did the job as best as I could and leave it looking like a professional had been there.
Richard, that is a bummer that they moved and didn`t even tell you that they were not going to need your service, or make arrangements to pay you.
Around this time of the season we all get tired, burnt out, when things like this happen, we have to keep on trying to do the best we can, if we don`t we would all be the "SCRUBS" that we talk about. Keep the spirits up and do the jobs in the professional manner that you have been doing them, because the reward will be within yourself, knowing that you did it that way!!!!! ;)

[LAWNGODFATHER]

Funny thing you should bring this up. I don't have to many that notice the stripes in the lawn or if it was done correctly. yes I do care if the job was done right, but most of my customers do not care as long as they see no thach laying in the lawn. Most don't care if we don't trim all the trees. Heck most don't even go out in the yard. I think it's strange to have a million dollar home and never do any thing in the lawn. But it does go to show you the more money they have the less they care. I wish I could charge more to stripe a lawn but it was hard to sell so I quit trying to sell it at a premium. BTW it's very difficult to mow any other way to begin with, although I have been asked on a few not to leave the stripes in the lawn.:cry:

LGF:blob1:

[rixtag]

Hello.
Richard, I am glad you started the poll. When I am on a property I think about these very items while I'm going about my business. I wonder who will notice if I don't trim this time, or who will notice if my stripes are straight, or non existant.
I wonder if the competition, the customer or me will notice if any of these things
are done the right way?
The conclusion I come to is this: the customer will notice if I am a slacker. The competition will always be critical if things are not the way they would do them. I will be the one that thinks things look like crap if I don't do the best job possible. I will notice if the edging is for the birds, I will notice if it is anything less than perfect for Rick's Lawn Care standards and it is those standards that are the hardest to live up to. I am also my worst critic but that it what people expect from my work and I will be the one to worry about it if it is not perfect according to me.
That's all I have to say about that.

Rick

[Richard Martin]

I appreciate everyone's comments, suggestions and encouragement! I guess I was a little upset at the time as the poll suggests that I was not thinking clearly. Each one of the options in the poll was a question and there was no answer available. Duh.

The good news keeps coming though. Another customer informed me yesterday that they would be moving Thursday and not to bother cutting the grass. Another $50 gone. And then today yet another customer comes outside when I show up and says he doesn't have the money to pay me.

So all in all I took a $520.00 pay cut for the month in the first 2 days of the week. I can hardly wait to see how the rest of the week plays out.

It could be worse though. Someone torched one of my friend's stakebody Sunday night. He lost his truck, trimmers and blowers.

[grassyfras]

I use to do my best on every lawn. Now i only care if the customer really cares.


IF they dont care I dont care.

[cantoo]

Richard, more bad news for you.
Lawn Site is now a pay site...... Just kidding, it could be worse.

[LAWNGODFATHER]

Originally posted by rixtag
Hello.
Richard, I am glad you started the poll. When I am on a property I think about these very items while I'm going about my business. I wonder who will notice if I don't trim this time, or who will notice if my stripes are straight, or non existant.
I wonder if the competition, the customer or me will notice if any of these things
are done the right way?
The conclusion I come to is this: the customer will notice if I am a slacker. The competition will always be critical if things are not the way they would do them. I will be the one that thinks things look like crap if I don't do the best job possible. I will notice if the edging is for the birds, I will notice if it is anything less than perfect for Rick's Lawn Care standards and it is those standards that are the hardest to live up to. I am also my worst critic but that it what people expect from my work and I will be the one to worry about it if it is not perfect according to me.
That's all I have to say about that.

Rick

I have to admit that is the best theory to use and use it well. I notice all mistakes other LCO's make and try to take advantage of it. If a lawn looks like crap in the spring something is wrong!

LGF:blob1:

[jeffex]

i do the good job for "ME" it is nice when they thank me or say what a good job I do but they don't know it but thier lawms are now "MY" LAWNS NOW I have had ladies complain about those "STIPES" IN my lawn and everything in between. We do the good job for our own satisfaction. This is hard dirty work so if you don't love it get another business. But once in awhile its great when when you have a new customer call wanting to switch lawn services to yours because they look so good. I told my wife that when I die I wqnt flowers and TURF at the funeral

[bubble boy]

i would say we do a great job at start of year or for a new customer. after a while we do a "good" job. the guys dont always double cut, they skip some trimming, etc. i will also say that our prices are not the highest for our market. this middle ground is where me and most of my customers are happy.

those that complain we make sure to always do a great job. but i also try to remember you cant please everyone.

flipside: i have customers whose lawns have bald spots, crabgrass, anthills, etc. we can't get them to buy any other services to help their props. they just want us to cut & trim, and they pay. they spend half the summer away at the cottage and dont care.

with 4 1/2 thousand members on lawnsite im betting many don't perform work that is top notch, best quality, for premium prices. i do often admire my competitions work if it looks perfect. but everyone has their market.

[Runner]

Richard,

You think you might get stiffed on this $55.? I would be wondering, "Why did this guy have to be out by the 1st? Was he renting? If this may be the case, (or if he was buying,) find out who owns the house. It is STILL going to have to be maintained. If he rented, mention this to the owner. He may be wanting to have you keep it up if necessary. If THIS is the case, he may be contacting this guy regarding the deposit return. If you're working with the landlord, he may opt to withhold it for you. (as part of a deal). Atleast then, you will be getting your money and peace of mind in knowing that he didn't get away with it. As far as my reply to the thread, just take everything that Davis TLC said, and double it for me. Good luck with it!

[powerreel]

Some people just don't care, some do, odds are they're not as technical as you will be.

[Richard Martin]

Runner wrote:
.........................
I would be wondering, "Why did this guy have to be out by the 1st? Was he renting?
.........................

Because he sold the house.

[HOWARD JONES]

I used to tinker or "restore" old cars - I detailed the smallest little things, like painting small emblems, etc - my wife couldn't tell exactly what I had done, but she agreed they just looked better when I was done. My point is the same here; I think many of your customers won't be able to point out specific details of a job well done but they will probably notice that it just looks neater overall. (Hopefully they won't attribute the appearance to luck, lots of rain, etc.!)

[awm]

my customers would let me know in a hurry if it didnt
look up to par.theyed be nice the first time