15 hours early, lose account!!

[LAWNS AND MOWER]

Been mowing this ladies yard for 15 years. Normally it's mowed on Thurs. but on occasion I'll mow it on Wed. evening just to keep caught up and lighten my hectic thursdays and fridays. This past Wed evening i cut her yard and she comes up to me when I'm through and asks me why I'm mowing on Wed and not Thurs. I could tell she was in a pissy mood. We've always got along great. Maybe a few minor flareups every now and then but nothing serious. I expained to her that sometimes I'll mow on Wed due to a hectic thurs or I might be going out of town that weekend and I have to bump everyone up a day. She responds that if I can't mow on Thurs then she doesn't want me to mow for her. I told her that I was 15 hours early and asked her if she would prefer that I mow at 8am (thurs) when the grass is soaked? She said I don't care, I just want it mowed on thursdays. I told her that I couldn't guarentee that it would be done only on thursdays. She had prepaid me for the whole month of May, which happens to have 5 thursdays, so I told her I would give her $ back for the 3 cuts left in May. As I was getting my wallet, she told me to think about it first. I told her I've already thought about it and that if she can't be flexible, then it wasn't going to work out. As we parted, I told her I was sorry if I was too dependable. Good Grief!!!! At least I feel better now.

LAWNS AND MOWER

[Dennis E.]

I've got a handful that are the same way. Older folks. Have had most of them forever but the two new ones(a couple of years),older widows,think I'm a personal "attendant". If I'm off a couple of hours,either way,they are ready to lay an egg. I just tell them there are a lot of other accounts that need to be considered in my schedule on that particular day. The entire day does rotate around them! I've had a few that fit the scenario that you went thru. They are no longer on my customer list.;)

[Brickman]

Don't you love the customers that think they are the ONLY people you work for? And that YOU should be the one that is over joyed they allow you to work on their property. Most of them cannot comprehend that you might have other people on your list. :rolleyes:

[proline32]

Yea, you gotta love those........ had a customer go off on me because I showed up a little early to do her yard yesterday ( I did not know thier was suppose to be a certain time,) then she starts demanding I mow when she wants me to and what time.... I just put my stuff back in the truck and told her to find someone else, and that her account is not worth it.

[parkwest]

We had an old man who's whole week revolved around when we would mow his yard. He called one time to tell me the crew was late. He said they usually were done by 11:00 and it was now 11:30 and he couldn't wait anymore or else he would be late for his doctor's appointment. He just like to talk to the boys.

Try to be nice. Remember, you'll be old one day and what goes around comes around.

[SLS]

I had one that was like that too.

I had her on my friday schedule and on those days that it was rained out she was the only one who called (at 7:00 a.m saturday, no less) asking "Where were you?" It's funny, but I guess all the rest of my customers noticed the rain...and knew that I would be there the next day or on monday....and she knew this too.

I have never 'blown' anyone off...and I try to adhere to my schedule if at all possible. I have been told many times that my dependability is appreciated and, if for some reason I'm not there on the alloted day, they all know I'm coming ASAP.

Well, one saturday morning (about 6:30 am) the phone rang and I knew it was either a bad dream ...or her.

She asked "Why didn't you come to mow my lawn yesterday?"

And I replied "Because of the freakin' TORNADOS!"

Yes, there were some bad storms that friday...complete hail with a few 'touchdowns".

In fact, her neighbor (3 doors down) had not one, but TWO TREES LYING ON HIS ROOF! And the power lines were down all over the place too.

Anyway, she's history. :D

[Brickman]

SLS that is a good reason to not use your home phone for the biz. I use a cell phone for mine and that can be easily shut OFF. Or left in the truck over night that way the little home time you have won't be interupted.

[Dennis E.]

Being reliable and getting punished for it. Having customers rest in the fact that they know you'll be there, regardless. Still complaining and "stepping over the line".
There's some in every crowd that will abuse that comfort.
When I get new customers that know what day I will be there to service and they STILL have the nads to ask "what time" it will be I give them the speech about "not being the only customer" that I have to service on THAT day.

[SLS]

Maybe this is a positive thing and the customers view us as "superhumans".

You know...we NEVER have personal or family emergencys, we NEVER get sick or hurt, we NEVER have equipment breakdowns, we are ALWAYS in TOTAL control of the weather...:laugh:

Maybe I'll switch my standard camo uniform for a Superman suit...hehehe..."able to leap tall grass in a single bound..."

...or maybe a Postal workers uniform..."Neither rain, nor snow, nor gloom of night will keep Superman grasscutter from his appointed rounds ..."

Brickman:

Good idea about the phone. If this ever gets to be a 'problem' I'll get a cell phone. So far that lady was the only one I have had this problem with ....they rest know the drill....

Besides, with a cell phone my wife would probably bug me more during the day than the pesky clients do at night! :D

[MikeLT1Z28]

i've never done it but if the occasion should arise...

anyone wanting me to be their personal be there at the same time every time, here's something to make them think. just politely say, sure, i'd be willing to handle only YOUR property to be available at YOUR every beck and call if YOU are willing to pay me entirely what i make in a single season. that might make them rethink the idea!

[David Haggerty]

I had one like that, that I usually mowed Thursday. One week I showed up on Wednesday. I was hastily introduced to her "brother from out of town" She was bright red. I thought she was going to pass out.
I never mentioned it and kept that job for years until they sold out and retired.

Dave

[Runner]

I NEVER, (or VERY rarely at best) ever show up on the site at the same time. If I do, it's coincidental. Yes, the schedule has regular rounds, (with a few variations for different reasons when needed) but there are margins for extras, estimates, and other things that come up, also. To be a day late, or a day early, is common right from the beginning, so they are never exposed to that "regular time" thing right from the start. Is this undependable? I don't think so, as the places always look good, and are STILL always done on a timely manner. I've never had a customer like that in 20 years of service - lucky I guess.

[LAWNS AND MOWER]

Got a call from this lady on Sat. night. She was calling to apologize and that she had no right telling me how to run my schedule. She was almost in tears. I accepted her apology and told her I will continue to mow for her. Maybe I should have told her the only opening I had was on Mondays!!!!!!

LAWNS AND MOWER

[Tvov]

Same problems here. A couple times in the past when the pissy customer (or their secretary) calls back to apologize and ask me back, I later find out that they had estimates from numerous other services and I was the cheapest.

Oh well.

[Pro-Cut Lawns]

I've got one in particular that wants his lawn on Fridays only. He called me one day and wanted to know why I hadnt made it to his place. It was lightning, thundering, and pouring down rain and we had severe storm warnings out. I asked him how the weather was at his place. He said wait a minute....put the phone down and went and looked out the window. Came back and said it was storming and he guessed it could wait till the following day.

Brickman,
I do the same thing as far as using a cell phone number. I have voice mail and if they can't reach me they can leave a message. I never use my home number. Part of the reason is Im never there to answer the phone at home.

[musselman]

When I bid a lawn I tell the account what day I will be there and let them know it could be anytime during that day. If for any reason except bad weather that I cant make it I call and tell them when I will be there. I called an account today to tell him I needed to mow a day early....he was fine with it , but was glad I called. Its amazing what 5 minutes on a phone can accomplish with the PR game. But we have all had the account that is impossible to work with....dump them if you can.

[LAWNS AND MOWER]

Update. This lady prepays me cash at the beginning of each month. Due to a drought, I pulled up one week last month, and we both agreed that the yard didn't need mowing that week. Well, the first Thursday of this month, I go into the garage to get my cash, which is placed in an envelope, and I'm expecting $90 instead of $120 since there was a carryover cut from the previous month. Well, there's $120. I told her that she only has to pay for 3 cuts, but she insisted on paying for the week I skipped. She has never done this in the past if I had to skip a week. Plus, she has committed to a $2,500 mulching job in the off-season!!!!

LAWNS AND MOWER

[heygrassman]

$2,500 mulching job in the off-season!!!!

at my prices that is about 40 yrds of mulch.. there gonna be any grass left to cut??

[TurfGuyTX]

Same customer? Great!!! I've straightened a few attitudes of my customers. She sounds like one of mine. (called me crying to come back after dropping her, promising never to go against my opinion with her lawn)

[thfireman]

I had a touch of luck and a minor heart attack at the same time the other week. I paid a pine needle company from S.C. to drop off some needles at one of my clients homes. They needed 75 bails. Later that day the client called and said that they thought I was having them delivered that day so I could put them down in time for a party the next day.

I called the pineneedle company and they insisted that they had delivered the needles. I went to the house and no needles but the neighbors beds looked great with their new needles! You can see where this is going.

Turns out that the needle company dropped them at the wrong address and the home owner had his yard man spread them out. I asked why he did it when he knew they were not his and he said he needed needle anyway and just did it. I gave him a bill for the needles (Marked up) and he paid for them.

I got the next load delivered to the right house and had them spread in plenty of time. Made a little extra and never touched the first load. The man was still a jerk for taking them and not asking around first.:angry:

[Jimbo]

Heygrassman- You get $60.00 per yard for laying mulch?

I did wood chips ther day for $18.50 per yard. Although next time its going to be more like $25.00 per yard.


To everyone else that has or is having problems with residential customers I can only say...Commercial, Commercial, Commercial.
It might have its own headaches, but I show up when I want and no one watching over my shoulder.

Jim

[roscioli]

Jimbo- $60 a yard including mulch cost of $28-32 is what I get.

[awm]

most o my elderly are real sweet but a few are like that. ive gotten so i dont even let it bother me. i tellum in no uncertain terms that i know what im doing,and can only do it if they pretty much stay outa the way.dont mean to be
mean ,but truth is, u just about have to
handle that behavior, like they are a youngun. only had one that i finally told ,not to call anymore. knock on wood ,i got one now thats headed that way.

[thfireman]

I hate when a customer stands out in the yard and watches your every move. I have had them (A whole Family) break out the lawn chairs and sit in the middle of the front lawn and watch me work....HEY STUPID!! I'm trying to cut grass! I guess they dont realize how dead they could be if a rock was flung between ther eyes. I will stop and tell them that I only cut a lawn when nobody is around for their safety.

Years ago I told a guy that was on his hammok (Spelling?) in the middle of his back lawn that he would need to move for a few minutes while I finished up.... He got pi***d off and fired me! ???

Said it was his yard and I had no right to tell him what to do. What a jerk. I told him very nicely to get his arse out of my way and this is how I was treated.....Oh Well, better off probably!
:eek: :eek: :eek: :eek: :eek: :D :cool:

[bob]

All of these stories are why I switched to mostly commercial acounts. I found that most of the elderly customers veiw your services like a fire company. When they call, they expect you to drop what your doing and make a bee line right to their lawns!

[TurfGuyTX]

Something you can do when they stand outside watching you. If you notice this, completely stop working and look at them. When they ask what you are doing, tell them you are waiting until the area is safe to work in. You don't want to risk their safety. I've done this several times and they seem to get the message.

[Navig8r]

The guy I used to work for had an elderly lady for a customer who drove him/us nuts.
She would never commit to a regular schedule, just "I'll call you"
However... she always called every other week !??!!
Then she would call/leave messages 3-4 times in 2 days if he didn't call her back or show up in that time frame.
He did her lawn at a reduced rate to "do the right thing" for a senior citizen..... she could obviously not do it herself, and she had NO family.
Every time we were there, she had to point out something that she wanted done..... not complaining, just "please trim over there..." etc.......
He still has her as a customer (I think), but she was always more time & trouble than he was getting paid for... I think he just felt bad and couldn't drop her / raise her price.

[LB Landscaping]

I've got a couple of older customers that can be a PITA. One thing I have found out is that communication is key to dealing with some customers. I have a few that pay on time and are good customers they just like to be "in the loop." Alot of these people have nothing to do all week but wait for us & the grass to be cut. Kind of sad!!! I have dropped a few because they were just unbearable. There is always more business out there if they aren't worth the time and effort drop them, you'll find more that are easy to please.

[LAWNS AND MOWER]

Originally posted by heygrassman


at my prices that is about 40 yrds of mulch.. there gonna be any grass left to cut??
It's actually 60 yards. Takes 40 hrs to spread. I get my mulch cheap. $12/yard for double ground red oak. Mark it up to $20/yard and charge $30/hr to spread it.

LAWNS AND MOWER