New customer is a cancer (metaphor)

[Bassman]

Took on a new customer 2 months ago. She is a wealthy, overbearing, nothing better to do than stay on my case account. She wants shrubs trimmed to immaculate shaped perfection practically EVERY week. (I have regular messages on my voicemail to "come early, you'll need to spend extra time trimming", etc. I can do at least 2 similar properties in the time I spend at her place. I don't believe she will budge on monthly agreed to price and really don't care. I've been around the block with these types before and I can read the writing on the wall. It says, fire her and fire her fast. I knew she had a screw loose on my initial visit for estimate. As I was giving her my background she stated, "Daaaaaahling, I don't want to marry you, just do my lawn and landscape maintenance! Any one else out there that have learned to read the negative vibes early on and cut the customer quick before long months of agony set in?

[AK Lawn]

You couldn't have described my client more perfect, she is always home with the same attitude nothing was ever good enough it was out of the way and was under paid, dump her fast, i stayed to long, always had the ame message as well, she was a real PITA.
AK Lawn

[65hoss]

I've learned to listen to the potiential clients very carefully. If you pay attention and ask the right questions they will let you know what kind of person they are. Are they trustworthy, pay on time, why the last LCO isn't there anymore, etc. Get screwed a few times and learn from it. In the long run its a lesson we all learn, just learn it and use it.

[KirbysLawn]

Should have figured in the PITA factor....sounds like a kick to the crub is due unless you need the money.

[LawnLad]

If it's T & M, let her pay the bill. For those customers who come out and talk and talk, we charge 'em for each minute - and tell 'em we're doing it if they abuse our time. For a contract... that's a tougher scenario. Tell her the work is outside of the scope of the contract - and you'll have to bill her. Do the work, bill her and see if she pays.

We used to have this one customer who'd call, older lady. About every 6 weeks she'd call. Our message on the machine used to say, "Thank you for calling Lawn Lad, please leave your name/number and we'll return your call promptly." To make a long story short, she'd call about every 1/2 hour, about 12 to 15 messages throughout the day. Her first message would be "Doug, it's Mrs. xxx, call me". 1/2 later, "Doug, you're not calling me back promptly". As the late morning and early afternoon hours wore on, and she had a few more in her, the messages got a little more slurred, until the point in the afternoon, she wasn't even talking into the machine - you could just here her breathing and the same back ground noise as the other 12 to 15 messages on the machine. Back then I used to only get 4 or 5 calls a day. Imagine 18 on the machine when you come - only to find out it was her. Needless to say - this old gal would run us around her property for this that and the other. Three sheets to the wind and it was worse. But it was all T & M and she paid her bill quick. Eventually she found someone who returned her calls promptly, I'm sure.

Our message on the machine now says, "...we'll return your call as soon as possible." Point of my meandering tale - drop 'em if you have to, bill 'em if you keep 'em.

[tgrebis]

After a while you can smell problem accounts as you are giving the bid. I usually take the owner around their property talking along the way. I always go into detail about what I will be doing every week. If I "smell" a problem I just bid high. Problem solved.

tom

[AL Inc]

I agree with Hoss. I dropped about 15 complainers very similar to yours. It is like a weight off my chest to not have to deal with the "frequent caller club". The best part about it is I have replaced these people with better accounts. Really, you work way too hard to put up with that BS. Move on. Mike

[SLS]

It sounds like it is time to "take a dump". :D

Like Homer says:

"If you dread it...SHED IT!"

[lawnranger44]

I agree, if they seem picky and seem like they will cause problems, i bid higher. If they take me, then i get more money. If they don't, that's less b*&%#ing i have to listen to!

I'm glad to say that I haven't had any problems like this yet, thanks to learning from Lawnsite. All my clients are great, and they come out only to say hi and good job!

[Bob Minney]

Why prolong your misery. If the customer is a true cancer, you know the solution. Sooner the better.

[wolfpacklawn]

one thing to remember is that one of the reasons you are self employed and doing this business is becasue you like it that way and enjoy the work. If you have a customer that makes your work miserable then its like having a boss that does the same thing. Get rid of her if you can.

[AK Lawn]

Well said Wolf pack, who wants a boss!
AK Lawn

[MikeLT1Z28]

daaaahling? she a Gabor sister or something? lol

better make sure you don't get slapped in the face, oh yeah, dump her like a hot lump of coal.

[Brickman]

bye bye, it been nice working for you, ya ya ya

I know there are going to be a ton of guys tell me this is the wrong way, but here goes. When a customer gets to be too much PITA (believe me I have had more than my share) I will start doing small things to intentionally tick them off. Skip them once in awhile, in the middle of the summer raise the price $10 a mowing because the price of gas went up. Things like that. And then they think they are the ones getting rid of you, instead of the other way around. This way there is no conflict. This has worked for me, I try so hard to be a nice guy, that I feel bad if I have to fire some body.

AND YES, IN CASE YOU WONDERED?? THE NICE GUY ALWAYS FINISHES LAST!!!!!!!!! It sucks.

[SLS]

Brickman,

I thought about that strategy too...but decided against it.

1) It could give my 'former' client some things to diss me about to the neighbors ..."My last yard guy did this and that...what a pisser! Take my advise...don't hire that guy...yada, yada.."

2) Why waste any more time on the 'sucky' ones than necessary? The sooner you 'can' them the sooner you can fill that slot with a 'keeper'.


I enjoy 'making friends' out of clients and being a "nice guy" to them too...but that is not why I get up in the morning and go sweat lawns all day...in the rain...in the blistering sun...ect.

If a client is not agreeable with "The Program"-they are HISTORY...yesterday!. :D

And no conflict either.

If they are the ones wanting to "change the game plan" in midstream and it is not in cards as far as your business is concerned then there should be no reason not to be able to part ways in a 'friendly' manner.

Like a change to 2-week cuts...I explain nicely to them why I don't do those anymore and if they don't understand...oh well. "It really was a pleasure meeting/doing business with you. Thanks for calling/letting me work for you. Have a nice day! :)"

[ADLAWNCUTTERS]

when i was a young lad .i had a pia customer like that so every time i was there to cut her lawn i use to pea on her ripe tomatos and giggle while doing it.:)

[LawnLad]

If we have to drop a customer, we drop them respectfully and thank them for their business. We would rather fire them first when we know irreconcilable differences will prevent us from having a good relationship. We remain in control - and avoid playing games. Even if fired customers bad mouth us for firing them or if they make up their own stories, at least we can be respected for having standards by which we work. Other potential customers/neighbors see it and understand it.

[TGCummings]

Originally posted by Bassman
"come early, you'll need to spend extra time trimming", etc.

As soon as a customer believes they run your company, they have to be straightened out or let go. You have to set the schedule and you have to tell them when you'll be trimming and what they'll be paying for that extra service.

Say bye-bye to cancer-lady and you'll feel so much better tomorrow...

[Bassman]

Update... The cancer lady was waiting for me this morning, ready to lead me around by the nose to show me every leaf and twig that she felt needed attention. It was with great pleasure that I very professionally told her I would no longer be able to maintain her property. She looked like she was gut shot. True to form, she left me a message on my voice mail about an hour later that I had mis-represented myself and should be ashamed to have taken her check for April service as there was so much more that needed to be done. The witch just had to get the last word in. (I had spent so much time there in April that she received at least TWO TIMES the amount of work for which she paid). Moral of this story is, early detection of cancer is imperative to one's well being. Identify it as soon as possible and then cut it out.
I have a full slate of annual contract customers and my seasonal customers are starting to kick in with the growing season. I didn't need the money and have learned to get rid of the P.I.T.A. accounts asap. Judging from the replies to my post, you guys think the same way. Hopefully, some newbies reading this post will benefit from our experience with these type customers, (we all get them from time to time), and realize it's just not worth the time and aggravation trying to please them because you can't.
I'll have a fabulous weekend knowing that I no longer have that psyco to deal with every week. Thanks for all replies.

[proline32]

I find that I'm only interested in working for people in the 90% range, Those that just want a good lawn mowing and trimming..... when they start talking about this and that and blah blah, blah, and the flower beds and the hedges and what kind of bugs are eating this plant, I simply just tell them I'm not thier man... My ads clearly state " Professional Lawnmowing Services"
not horticulturist. I don't have time for flower beds and blah blah blah. So I avoid these types of customers to begin with.

[Toroguy]

Ive read something close to Homers quote.

"Slow to hire, quick to fire". Works for employees as well.