How to get rid of a customer

[KENNY DEAN]

First timer my business is six years old and i have about 35 customers some big and some small. Never lost one do to quality or cost. 2 died soory, but i have one that i can never please. She is my moms friend and an active person in the community, but i just can't take her anymore. What is the best way to get rid of her?

[punt66]

Why cant you take her anymore? A little info may help.

[KENNY DEAN]

I don't know ??? She is one of my moms friends and i grew up around her. I don,t know if she is trying to take advantage of that or not. I work by myself and take pride in doing a great job. Never lost a customer in 6 years except fot moving or death!! I just can't take her anymore.

[JustaGlimpseLandscapeMntc]

Raise your rate to an amount that you can tolerate her. If she doesn't accept it, then you get what you wanted. If she does, then you get enough money to deal with her. We do this on properties and other projects that we don't want to do. Eventually, you get to a point that the money is enough to tolerate it. If that's not an option, try to call her or e-mail her and tell her that you no longer have the time available to service her property, or simply that the arrangement is not working out. I have to agree with punt66 though, what does she do that you can't tolerate her? Give us some examples, it might help us come up with some ideas for you.

[MikeRi24]

yeah, knowing what it is thats pissing you off would help. I hate doing work for close friends and family for this exact reason....you always feel like they have you by the balls because you know the person or your mom knows the person and if something isnt right you're gonna get an earfull of it from your mom (had this happen once). my best advice is this....whenever I am going to do work for someone thats a friend of the family or someone that you have close personal ties to somehow, I tell them that "you are treating them just as any other customer, by putting you under contract and the same payment and fees as anyone else. I do this because I want to be as professional as possible and not mix business with pleasure, so to say. I've gone over what your expectations are and this contract spells out how I am going to meet these expectations. I want to make sure that you are hiring me because you feel that I will do a quality job that you will be pleased with, not because you're my moms friend. If you feel that I am not the right person to do the job that you want done for whatever reason, then don't hire me." I usually leave the contract with them, give them a couple days to think about it, and go from there. especially if its a lawn mowing contract, I'd MUCH rather be out the $35 or whatever a week than have to hear it from my mom or the person directly all the time that I didnt do a good job or whatever. I try really hard not to push my business onto family and close friends of the family to try and avoid this.

[KENNY DEAN]

The details she is an elderly lady who is on a fixed income and wants something for nothing basically. If you take it upon yorself to do extrta work,such as pullin weeds cutting back shrubs, and charge her for the service she has a gripe. If you don't do anything extra she has a gripe. A no win situation. She is a lawn care expert, just ask her. I am planning to go up on my rates this year and outline all services, maybe this way everything is in writing and she won't have as much to gripe about.thanks for your help

[Perfect Image TLM]

Sounds like you answered your own question. :) Good Luck man!

[jhastrello]

Tough situation, for sure. What you probably need to consider is this:

If she is no longer a customer, is your Mom going to hear about it and be upset? I've had similar situation with a customer who was recommended by a friend (who also was a customer).

I finally went to the friend, and told him that I wouldn't be able to do the work 'down the street' anymore, and I just wanted him to know - ahead of time.

Next time the problem account called, I simply told him I was covered up, and couldn't help him till week after next at the earliest - and maybe later. Pretty much took care of it.

If you do something like this with your Mom's friend, have several recommendations for other lco's, so that you are simply not dropping her.

Best of luck.

[StBalor]

Do you give her a detailed bill or just do the work and go to the door to get paid?
This year send her a letter before the season starts explaining what service you are gonna provide and at what cost. Then somewhere else in the letter put any and all additional work will be billed at 60.00 hour per person or whatever you charge per hour. This should put an end to any extras she wants you to do and not pay for.
Better yet include info above and have a place for her to sign. Make 2 copies take 1 and leave her 1. Mail it to her if you need to. Along with a note saying sign this and return it to you. If she does not return it to you by the time you start up this year, you can consider her gone.

[MikeRi24]

so....don't take it upon yourself to do the extra work and if she bitches be like "look, if you want these extra services, you have to pay for it. otherwise I suggest you find another lawn service."