customer issue with clean up

[lukemelo216]

so last week while i was doing leaves on a property (just in the turf) a neighbor approached me and asked me how much to do hers, i told her $x. 10 minutes later she brings me cash and says we'll see you in a bit. I told her if I can fit you in today I will, but I have to attend to my other customers first, If I cant get you Ill be back monday. She says thats fine. So I go and do the leaves just in the turf. Get a call a few days later b**ching because there are leaves in her yard again and flower beds. I called her and stated that leaves are still falling and we cant guarantee how long the yard will be clean. Then she was upset becasue we didnt do the beds. I told her that we werent even doing that service yet at that time, that its starting now since all the leaves are gone at most properties, and that we would be happy to come back and do the beds at $x. She said im just going to have my husband do it and I want my money back. What would you guys do?

[AndyTblc]

You don't blow the leaves out of the flower bed? I thought people do that every time they do the leaves. But if you weren't charging her to do that, then I guess you needed to tell her that. But as for giving the money back, you already did the work you got paid for, so why give money back

[LouisianaLawnboy]

Tell her as soon as she returns your time. Lol.
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[punt66]

why didnt you do the flower beds? Never heard of that approach. I think you need some help with your communication skills.

[lukemelo216]

I guess I really wasnt thinking at the time in part it is my fault and I appologized to her for not telling her. Thats how I do all my clients. Its generally two leaf clean ups, just the yard and then one finial clean up.........beds, perennials, and leaves. If they state they want a one and done ill do everything all at once.

[punt66]

I guess I really wasnt thinking at the time in part it is my fault and I appologized to her for not telling her. Thats how I do all my clients. Its generally two leaf clean ups, just the yard and then one finial clean up.........beds, perennials, and leaves. If they state they want a one and done ill do everything all at once.

you need to make it right. Go back and do the beds. What did you charge her?

[lukemelo216]

$70 took me just about an hour an 10 or 15 id say

[STIHL GUY]

bring a truck load of leaves back and dump them in her front lawn then give her money back

[lukemelo216]

i have no problem going back and doing the flower beds for her its that the yard is moderately covered in leaves again and I am not going to do an entire cleanup for free. Should I clean them out and charge her like half price for the rest of the yard then or what do you guys think?

[AndyTblc]

Well, the way I take this situation is just like me doing my dentist office, blowing off the parking lot, and telling them, I'll get the leaves by the doors later......The leaves by the doors is part of the parking lot.. Just like the leaves in the flower beds is part of the yard. I'm not saying cut down all the flowers now, just blow the leaves out. I would try and make it right. I don't know how big the flower beds are. But I'd blow out the flower beds into the yard and then do the yard at the same price that you did just the yard, then next year the just work that into the price.
I have a customer that I said I will blow her front yard down to the road for the city, which included the flower beds and window wells. I went to pick up my check from her yesterday and I asked her if she wanted me to do the little bit of leaves in her back yard and around the sidewalk and the bushes. At first she said, "well, I think it might be nice.....well on the other hand, it doesn't bother me and it's not that much, so lets just leave it for now" end of discussion. Whatever makes the customer happy.

[MnGreen]

Seems to me she was under the impression the $70 was a "full job" and a 1 time shot.
I can see doing the yard a week prior if a regular service customer, but not a one time special and coming back
a second time to finish for $70.
You needed to inform her you have a 2) step process, and state if that $70 included both service stops when she
hired you on the spot.

Did half the job and to early it looks to me.
Might have screwed yourself on this one. I'm sure the bed cleaning now will be expected free, and a waste
with a lawn 50% full of leaves again.

[MOW ED]

I have to agree that from this ladys point of view all the leaves were going to be done. However I know what you are doing because I do it also. I don't clean my regular customers beds every time I go out in the early season because it is a waste of time. I can do that and in an hour it looks as if I never came. The final cleans are always thorough but the weekly stops are just to stay ahead of the game.
This walk up didn't know that and she assumed you were going to do everything. I think you have to gently back into making it right and just learn from it. Remember that if she gets really pissed then she tells 10 friends that you screwed her (in her mind) then your name gets trashed and thats bad for you.
Make it right and just remember this when the next walk up asks you to work. Set your terms immediately then there is no problem. Good luck.

[LouisianaLawnboy]

i have no problem going back and doing the flower beds for her its that the yard is moderately covered in leaves again and I am not going to do an entire cleanup for free. Should I clean them out and charge her like half price for the rest of the yard then or what do you guys think?

Well tell her your price and do it for half since you messed up.
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[lukemelo216]

we worked it out so its alright. went back made it right and told her i would pick up the leaves on the property for half price and she was completely satisfied.

[AndyTblc]

Then if I"m not mistaking, I think you can write off the other half of the original price as "Cost of doing business" thats what I learned in a couple of my classes. IDK

[Ramairfreak98ss]

yeah you should include the leaves on the whole property.. settin your self up there for the cheapos looking for a low deal and awesome service!

but yeah, dont start any leaf jobs you cant finish the same day.

our only problems were people that we cleaned up on a monday, they wernt home so they only saw it say wednesday because they got home from work early when it was still light out and noticed "a lot of leaves" , not that we didnt have it spotless, but in 3 days , more leaves fell or blew from neighbors yards, but they still FEEL that you did an inadequate job... what can you do :/

[Think Green]

Luke,
We have a few customers whom want the mulched leaf matter reintalled into their beds after the cleanup is done. We often will do the cleanups and each time the leaf litter is placed back into the beds a little at a time. We like to recover natural processes rather than incorporate commercial mulches once in a while. Most often than none, the customers want them out completely. The only times this is an adjustment is when they want a quickie before a party or if rain is emminant. Either way, you did the right thing in returning to add flavor to your name. It will go alot farther than stabbing the customer in the back.

[kemco]

Not really as much on the subject as far as the beds are concerned, but as far as leaves still falling... I started carrying a digital camera last year just for this purpose. When a section is cleaned (ie. the leaves have been removed) I take a photo. That's just in case the customer comes home hours later and thinks we did a half-arse job. I tell them I'll be happy to email them photos of the property showing the "finished product" before more leaves started falling on the lawn. Just a though. I've also got into the habit of asking if they want their beds blown out or not. Surprisingly quite a few dont. That's fine with me, I just make sure to get this settled up front.

[Big C]

I would go and do the leaves in the beds and nothing else and then I would put her on my never do busines with again list.

[lawnguyland]

I have to agree that from this ladys point of view all the leaves were going to be done. However I know what you are doing because I do it also. I don't clean my regular customers beds every time I go out in the early season because it is a waste of time. I can do that and in an hour it looks as if I never came. The final cleans are always thorough but the weekly stops are just to stay ahead of the game.
This walk up didn't know that and she assumed you were going to do everything. I think you have to gently back into making it right and just learn from it. Remember that if she gets really pissed then she tells 10 friends that you screwed her (in her mind) then your name gets trashed and thats bad for you.
Make it right and just remember this when the next walk up asks you to work. Set your terms immediately then there is no problem. Good luck.



You win the prize for best answer :clapping:

[Lawn Freak]

I always do the beds each time. Just makes the customer feel alot better and it really don't take that much extra time on most of my accounts.

[Lawn Man Dave]

Id go back and do the beds for free and since you know that the details of the job were not communicated to her I would offer to do the next cleanup at a discounted rate to make up for it and leave it at that.

I have never heard od a cleanup not including the beds so I can see her point.

[mdlwn1]

I would go and do the leaves in the beds and nothing else and then I would put her on my never do busines with again list.

Not enough info to say that. The op put himself in a bad spot that could have been avoided...it's his fault. Almost like watching a car run a red light and then proceed through the green even though you know he's gonna hit you. The only good way out is to go back and do the whole frikkin thing and chalk it up to a learning experiance.