How to get rid of a customer

[KENNY DEAN]

I HAVE ONE CUSTOMER OUT OF 35 THAT I CAN'T SEEM TO PLEASE??? WHAT IS THE BEST WAY TO MAKE HER SOMEONE ELSE'S PROBLEM????*trucewhiteflag*

[punt66]

Didnt you already post this? Tell her the truth. Tell her your unable to meet her expectations. Get current with your billing first then send a letter.

[KENNY DEAN]

SORRY I POSTED IT TWICE I'M NOT A CHAT EXPERT YET:dizzy:

[gringo gardener]

imho NEVER NEVER try to reason with an unrational client ... best way to get rid of her is to simply raise your rates so that she either quits or you make enough $$$ so shes worth the hassel.

[BQLC]

imho NEVER NEVER try to reason with an unrational client ... best way to get rid of her is to simply raise your rates so that she either quits or you make enough $$$ so shes worth the hassel.

this is a way to accomplish what you are wanting either way you win unless she become more of a problem then just send her a letter

[tattooedturf]

I agree with punt 66. I sent letters to 3 customers I was unable to please last season. just be professional. Not all customers are good customers

[Green Earth Inc.]

Be honest. Have character to tell here the truth in a right spirit. You would want the same done to you. Apply the Golden Rule. You'll grow you buisness!

[topsites]

Look, I've gotten rid of more customers than I care to remember and there are some lessons that really stood out...
What I learned is you can lose a lot more than what you're bargaining for, we are dealing with people, and people talk...

So...
You want to be courteous, polite, to the point and professional all at the same time.
Because the problem with any such customers is if things turn nasty you take a chance
on ruining not just your business but that customer may not call any of us again.
And she may not be your favorite, but there's no telling, someone else might get along fine with her,
and maybe not but the big thing I learned is don't be the one who ruined it.

All right...

The best way I have found to handle it is to send a short business-format letter...
You will likely want to look up business letter formats so you know what goes where, it needs
to look exactly like a business letter, also make sure the spelling is 100% this excuse of
"I am not good at chat" won't fly.

Then, I might use the following contents:
-------------------------
Hi,
I am writing to inform you that due to unforeseen circumstances I will no
longer be able to service this account.

Thank you for your time.
--------------------------



Peace

[hackitdown]

Look, I've gotten rid of more customers than I care to remember and there are some lessons that really stood out...
What I learned is you can lose a lot more than what you're bargaining for, we are dealing with people, and people talk...

So...
You want to be courteous, polite, to the point and professional all at the same time.
Because the problem with any such customers is if things turn nasty you take a chance
on ruining not just your business but that customer may not call any of us again.
And she may not be your favorite, but there's no telling, someone else might get along fine with her,
and maybe not but the big thing I learned is don't be the one who ruined it.

All right...

The best way I have found to handle it is to send a short business-format letter...
You will likely want to look up business letter formats so you know what goes where, it needs
to look exactly like a business letter, also make sure the spelling is 100% this excuse of
"I am not good at chat" won't fly.

Then, I might use the following contents:
-------------------------
Hi,
I am writing to inform you that due to unforeseen circumstances I will no
longer be able to service this account.

Thank you for your time.
--------------------------



Peace

I agree, you have to be very nice and always polite. Just tell her that unfortunately you can no longer provide services to her. Do not offer a reason or excuse, just don't get into it. Then mention the names of your competitors to her, let them deal.

[PROCUT1]

Dear Mrs X

I am writing to inform you that as of xx/xx/xx I will no longer be able to provide service to your home.

Thank you for your business

Best wishes

"lawn guy"

[The Elements Group]

do you have all services and stipulations covered in the contract? remeber bad news spreads faster than good news. also be polite, and professional. if you do not have all services covered in your contract and no acountability for services rendered then how can you become a better service provider. See the probem is that occasionally we encounter a homeowner who no matter what cannot be satisfied or pleased. thats why, all of our contracts have to have stipulations, and services along with accountability. dont give up on this homeowner, make a list of thier concerns and yours , and have a meeting set up and a copy of your contract one for you and one for them , make sure that you are prepared for the unexpected questions they will come up with espec if your contract is vague . if you are able to continue this relationship with this client then you have earned more than enough with being patient and thorough. best of luck......
I know this seems to be a larger task than what it is but make every consicous effort then the ball is in your court and the desicions are thiers to live with...

[Whitey4]

I have two big whiners. Well, guess what? After just one year with this one particular account, and her regular complaining, turns out she never does tell me how happy she is... but has raved about my work to several friends, resulting in 3 new customers with no referal kickback of any kind. That was the word these new customers used... she "RAVED" about how you improved the lawn and gardens around her property. :confused:

People are wierd... they do the darndest things. Go figure. I was thinking about dropping her.

[larryinalabama]

I have two big whiners. Well, guess what? After just one year with this one particular account, and her regular complaining, turns out she never does tell me how happy she is... but has raved about my work to several friends, resulting in 3 new customers with no referal kickback of any kind. That was the word these new customers used... she "RAVED" about how you improved the lawn and gardens around her property. :confused:

People are wierd... they do the darndest things. Go figure. I was thinking about dropping her.

Whitey my "HERO" how have you been?

If it were me with only 35 accounts I would make her my last stop and spend extra time there for at least a month. I have found that the complainers hardly ever drop you, its the nice people that you rush through their house are the ones that wind up droppping you. I had a account wher that lady comlained and I almost never went back, but I kept going and eventually the lady got me 3 mor houses on that street, and these were all million dollar pilu homes and that was back in 1992.

[BCL Services]

Dear Mrs X

I am writing to inform you that as of xx/xx/xx I will no longer be able to provide service to your home.

Thank you for your business

Best wishes

"lawn guy"

sounds good to me :waving:

[Whitey4]

Whitey my "HERO" how have you been?

If it were me with only 35 accounts I would make her my last stop and spend extra time there for at least a month. I have found that the complainers hardly ever drop you, its the nice people that you rush through their house are the ones that wind up droppping you. I had a account wher that lady comlained and I almost never went back, but I kept going and eventually the lady got me 3 mor houses on that street, and these were all million dollar pilu homes and that was back in 1992.

LOL... never thought I was a hero even when I wore the unform with chevrons on it!

Larry... thanks... you just reminded me how to NEVER take any customer for granted. I still try to perform my work like it was on my own prized front lawn. (I have the best lawn in town, bar none). In fact that front lawn and Garden has gotten me new customers too. Cutting corners on the customers who never complain is a mistake, and I needed to be reminded of that.

[Mike's LawnCare Landscape]

People are wierd... they do the darndest things. Go figure. I was thinking about dropping her.
Yep They are. One of my first homes added 2008 was a real pain for 6 weeks!!!!
Like on the 3rd cutting it had just rained and the lawn was still wet !!
They come out and said they would like it if I did not cut the grass when it was wet:confused::confused::confused::confused::confused:.
So I explaind to them I might not beably to fit it in before the next vist .

They said just do the other things like blow off th drive and so on.(That was it with no grass to blow off) again :confused::confused::confused:

2 weeks later I landed 3 more houses on the same drive:):):):).

When the payment came It was for the full amount . They left a note saying thanks for working with us and not telling us what U are going to do.
So it pays to be nice !! Even when I tought they where APITA at first.

[DLAWNS]

LOL... never thought I was a hero even when I wore the unform with chevrons on it!

Larry... thanks... you just reminded me how to NEVER take any customer for granted. I still try to perform my work like it was on my own prized front lawn. (I have the best lawn in town, bar none). In fact that front lawn and Garden has gotten me new customers too. Cutting corners on the customers who never complain is a mistake, and I needed to be reminded of that.

I think we all could step back sometimes. We can all get complacent or even get a big head every now and again. As much as some customers piss me off, they are what keeps us in business.