Blah! And I thought I was scrub proof!

[NewbieOwner]

Well what a piss-off day!

I was thinking I was pretty well scrub proof... I'm doing the best work in town, I've got the highest price in town (and I constantly remind my customers of that)

Go to mow todays route, and one street (5 clients) had all been HACKED down... Went up to talk to the customers, "Well So and So is only charging me 15$" I look at the lawn, cut with a side discharge 21" mower (from 3.25" to 1.5" I'm sure you can imagine the clumps) my beautiful triming was masacred... "Yep, and that's about what you get for 15$ I'll take it as you're cancelling. See you next season. By the way if you choose to come back at any point, and make your way to the top of the waiting list, you won't get your current rate of 48$, our new rate for your yard is 62$"

One lady told me the new guy is doing a way better job! I just about died laughing, I just pointed to the 4'x16' missed patch beside her house... The scalps allover her back yard were quite amusing too! I could only laugh and say "Wait until next week, I suggest you water heavily, in this heat, with the amount he cut off, your lawn will be lucky to survive the month"

Although one customer had a legitimate point, She wasn't happy with the lines from the exmark (she prefered the 21" stripes, made her yard look bigger)

Ah well, I signed up 5 people on my waiting list... All would be happy with either mower (21 or 36") The days looking up!

Andrew

[Brickman]

I too have been the target of bare faced lies like this. For people like that, I would raise their price WAY up, higher than you did. My guess is that when these newbies get tired of working in the sun, or what ever the newest excuses are for not showing up, they will be calling you back.
And I don't think I would take them. I have WAY too many people that WANT me to come to their house to mow, to allow time in the short day for losers.

[crazygator]

I find it interesting that after these lawns do die off they will call you back and expect it to green up within a week or 2! Oh well just replace them with another more deserving customer and move on.

[KirbysLawn]

I assume you don't have your customers on contracts? I can't imagine my customers hiring someone else, having them mow and not call, that's the good thing about having things paid in advance.

[NewbieOwner]

Actually, they are on contract, and they are all paid in advance. I get 2 weeks of pay out of them for their stupidity... As they say, It's all good... Add to that 5 new customers (at my higher rate) and I'm not going to argue... They chose to hire another contractor, I can't be bothered worrying about it

My smallest waiting list has 22 names (I have 4 lists, based on area) I had no problem filling the openings in my schedule!

Andrew

[KirbysLawn]

Great!

[Richard Martin]

Actually that just confirms what I'd always thought. 90% of customers don't care what their lawn looks like when it is done. All they know is the grass is cut and they didn't have to do it.

[Tony Harrell]

I'm just curious about the people on your waiting list. What are they doing for lawn care while they're waiting?

[65hoss]

Your constantly reminding them your "I'm doing the best work in town, I've got the highest price in town (and I constantly remind my customers of that) ". Maybe they just don't like the attitude so they had no respect. Being new, your still learning. Be humble, it carries a lot farther and people will repect you enough to keep you and/or call you before you show up.
Just my thoughts from the initial post.

[Runner]

That's like, whenever I get compliments from the customers on how nice their lawn looks, or how much they like it, I always say, "Well, THANK you!" Almost as if I'm surprised.:)

[proline32]

I think I have to agree with richard martin...... Here it is 2pm and I'm home because I lost 3 accounts today in one neighborhood. Some guy came around and is cutting these yards for 1/3rd less than I am and the customers just went for it and didn't even have the courtesy to call me to let me know that I've been replaced, just like newbieowner, the guy is mowing the yards with a side discharge mower and leaving windrowing on the ground , didn't bother to edge or trim and the customer(s) don't seem to care what it looks like.It's ok because he is cheaper (DUH)

Lately, I have been getting lots of calls for mowing but they only want mowing every other week and don't even really want trimming?( The're cutting corners) It's getting really dry here and I may have to resort to every other week mowing.
Maybe I should just whack them down like they want, collect a check and just go and not worry about it...... The customer is the market and they are dictating what they want, Instead of wasting time trying to sell myself and services I should just do what they want, get paid, and move on to the next one and not feel guilty about it.

[ceaman]

I lost one today as well. It was the only lot i was loosing money on. The owner asked a couple of weeks ago for me to mulch the lot, and overseed for free. I told him no that i couldnt do it for free and gave him my rates. he fired me from the lawncare because I'm "not cooperative"

[Sean Adams]

Losing customers is disheartening. I think that this is where customer loyalty is greatly dependent on what kind of relationship you develop with your clients. It is not easy to do - its a process and takes time. I'm not preaching and I'm not putting anyone down here. But it would seem that if your client is willing to hire someone new out of the blue without even having the courtesy to call you, there is a relationship issue.

I'm not suggesting inviting them to your son's birthday party or asking them out to dinner, but there are ways that you can make your clients your "professional friends". I know there are business owners on this forum who have clients that pay a much higher price with them than they would with someone else. But they would also never consider going with another company.

It is your responsibility to educate your clients about watering techniques, diseases, the value of a treatment program, etc... But it is also your responsibility to let your clients know the value of your service. It's not a matter of bragging or being egotistical. There is a tactful way to accomplish everything. Let your clients know how hard you work for them. Let them know that the appearance and health of their landscape is a priority of your's. If you don't do it, no one will. There is a great saying I love....

If you don't market your services and your worth to your clients and potential clients, its like blinking in the dark... no one knows you are doing it but you.

[david griggs]

here in fort worth no one want stripping or aireation or any of that ****. just mow and go. i charge $25 for any yard, and im lucky to get it. this is the worst year yet, so much competition, mostly because of bush! every kid gets out of school and throws a mower in his trunk. same with the layoffs,- i think ill mow lawns for a living. damn! maybe if i sold drugs I could make a living!

[kris]

Originally posted by Sean Adams
If you don't market your services and your worth to your clients and potential clients, its like blinking in the dark... no one knows you are doing it but you.

I like that ...

I have been pounding into the crew foreman about how important relationships are with the clients ... I also do my part.

We use site reports ... foreman checks off servises that were preformed/date/time and anything that needs attention...besides being a great way to upsell it gives us a chance to say hello and get to know the customer.
Example this week... I knew a client was going to a "Eagles" concert last Monday... I radioed crew forman and had her write.. "have a good time at the concert tonight". This, very large client got a kick out it . I would have never known about him going if I hadn't taken the time to drop in and over a cup of coffee , see how things were going. I can't imagine him droppimg us for someone else. If you can develope a "friendship" there are never any real problems...just solutions.

[proline32]

Sean, I see your point and I agree completely......... I have spent many years in sales and understand the value of selling your self and your service to customers. But The fact is that none of these customers even gave me a hint of letting me go...... I'm not a person who braggs about what I do, I try to offer a plain good service for a price that is apparently somewhat higher than what the market will pay here. But a lot of these folks just look at lawn mowing as a low end service and they get some guy offering to do esentially the same thing for less there going to look at the fact that they just saved themselves $8 to $10 dollars per visit over what I would charge..... It doen't seem to matter that I use a $5000 dollar machine that gives a superior cut to a certain amount of folks, they just want it cut and done on the cheap. I'm sure some of these folks wouldn't have an issue paying $30 bucks for a steak dinner for two at sizzler, but it's different. I know what I need to do, I need to just get away from doing these types of jobs and strictly work on higher end larger properties where the customer perceives the service as a value, I need to invest in larger machines like a walker or a larger hustler and get away from yards that a scrub can work on with a push mower. most of these scrubs can't afford to purchase high end machines and thus aren't able to even consider those jobs. I'm just a one man show, I call my customers periodicly and check to see if they have any concerns or comments about the service, I explain potential problems to them and what to do to correct them, most of my regular customers are loyal and like having a regular on time service. Loosing three in one day isn't bad compaired to some who have had a lot worse here recently. But I loose and gain customers like this occasionally, I'm one of the few LCO's around here other than a scrub that will take on temp jobs of mowing and if I have time I will do one timers for the right price.

[Sean Adams]

kris...

That is great about the concert. That is something that the client will remember and maybe even mention to to their friends and neighbors. Great idea!

proline...

I understand what you are saying too. There certainly is a difference between a client on a fixed income looking for the "grass cut" versus a client who has invested time and money into their landscape, realizing it is an important investment.

I have heard some people say that in this industry that "your business is only as good as your clients" - and on some level I agree with that. Maybe it is time for you to start seeking out higher end residential and commercial clients who will appreciate and reward your knowledge, experience and hard work.

The client who takes their landscape as seriously as you do is going to do what it takes to find a service provider who will do what needs done, when it needs done, as long as it is done right - and they will pay for it.

It all leads back to the ability to say "No". I know this is not easy - trust me. When you need work and have money invested in equipment (and even employees) it is difficult to tell people you can't service them. But if you can slowly implement a screening process where you determine if the prospect fits the mold of the client you want to service, it will eventually save you time, money, and a lot of grief.

Best of Luck.

[brucec32]

Are you saying its the president's fault that there's a lot of competition and the grass is dry? Hahahahaahahaha.


That's a good one.

[brucec32]

Why not "sandwich" two customers who want mowing every other week and fill the slots that way? It actually makes you more money, since you can charge a little more, assuming the grass doesn't get too high(then charge a lot more), and you'll be busier in the spring/fall when growth is slower than if you have a weekly customer who goes to 2x/month in say, November.

Try to find out what a customer is going for before pricing. If they have a dump of a house and lawn, don't offer premo service. If it's a manicured look already, expect them to want that and price accordingly.

Finally, I have a hard time believing 3 clients would dump someone in a single day w/o calling first unless there was a serious problem already. I've not been dumped like that in 10 years, much less 3 times in a single day. Usually, not always, they act in a disrespectfull manner because they feel you're really not doing the job right at all or there's some other problem.

[eslawns]

Originally posted by brucec32
Are you saying its the president's fault that there's a lot of competition and the grass is dry? Hahahahaahahaha.


That's a good one.

Didn't you know everything wrong or right in the world is the result of the POTUS? I mean, this person has so much power that they can create chaos or peace from sheer will.

Give me a break, and there is plenty of blame to go around concerning our economy.

[cantoo]

We were asked to quote a small lawn, we gave the price and she said it was way too high. She has a kid do it but she's not happy with the job he does. No trimming, no edging, a few missing spots hera and there and grass all over the sidewalks. This is an area where we only do one time jobs like hedge work etc. We decided that we might as well get a few regular lawn customers to make it a worthwhile stop. I told the customer that we would come in once per month and cut the lawn properly, the rest of the time she can continue to use her lawn boy. This may sound like a strage way to do business but I think it's necessary to get a foorhold. For 3 weeks the property will look like heck and then we will come in and hopefully make it look really good. At the best we will gain some new customers, at the worst the kid cutting it will see and hopefully learn how to do it right. We also told the customer she had to tell the kid upfront what was happening.

[agrostis palustris]

Not that these new guys are doing a better job than you are... BUT! do you honestly think that you are the best in town? Do you honestly think that you are the most expensive in town? There will always be somebody out there better at your job than you are. Maybe they will know more, or they will do that extra thing that makes the lawn look JUST right. I honestly don't believe in thinking that I am the BEST guy in town at my job, I also don't believe in thinking that I am the most expensive guy in town. When you think that way, its like saying "your shOt don't stink" and that's when it will come back to bite you in the butt.
Always keep in mind that people who normally don't do a certain aspect of a job will do it for the right amount of money. Also keep in mind that there are those people who will only do 1 or 2 accounts a day, not because they are slacking but because they pay such high detail to the properties.

[SLS]

Sean Adams said:

"It all leads back to the ability to say "No". I know this is not easy - trust me. When you need work and have money invested in equipment (and even employees) it is difficult to tell people you can't service them. But if you can slowly implement a screening process where you determine if the prospect fits the mold of the client you want to service, it will eventually save you time, money, and a lot of grief."


This is probably the best bit of advice concerning "growing a business" I've read here in a long time! I starting using this strategy as soon as I had snagged enough accounts to eat and pay bills. It works!

This is my 3rd season doing lawns full time (solo) and while I have weeded 'bummer' accounts out of my schedule (2 weekers, tightwads, ect) the new ones I have SELECTIVLY aquired have kept the roster at the same level (35 accounts).

So now I do the same amount of lawns but have increased my gross by a little over 40%...with a lot less headaches, double-cutting, wear and tear, and scheduling problems.

Sean is right, it is difficult (and goes against our nature) to turn down work...but if the job is not going to be profitable then there is no point in doing it in the first place. If I never said "no" and kept my "bummer' accounts I would have a lot more accounts...BUT... I would be working myself to death for a lot less profit (less per lawn, needing payed employees, more paperwork, more scheduling hassles, and more equipment to buy and maintain). No thanks...I'll pass.

Saying "no" can make you money. I've seen it on my books. :)

Plus, my body don't hurt nearly as bad as it did last year! :D

Thanks for bring this up, Sean.

[TurfGuyTX]

Being able to say no is important. There are better customers out there. We won't bid on a job if it doesn't include edging and such. Good customers appreciate it when you care how the finished product looks. Good luck.

[Sean Adams]

SLS - that's great to hear - less headache and 40% more revenue.... Takes time in this business, but it is definitely worth it.

Everyone has a different way to go about it because everyone has a different "type" of client they want to service. But ultimately if you can develop that screening process and STICK TO YOUR GUNS, you will see changes - not only in your workload, your time spent, your aggravation, but in the check book as well.

I don't know how far off the topic this is, but one of the best pieces of advice I was ever given in regard to owning and operating a service business is as follows....

If you market your business when it is convenient for you, it probably means it is conveneint for everyone else to do the same. Market (not just advertise) your business when you least feel like doing so. If you spend a % of your time on a daily, weekly, and/or monthly basis putting your name on the minds of clients and prospects, it will pay off 10 fold in the long run.

This could not be more true. When you are busy - swamped with work, market your business. the logical question then is.... Well, if I'm busy, how can I handle more work? the answer...

If you have a screening process - a way to pick and choose the clients you want, you will always need more work due to the selectivity of the process.

Before you know it, other LCO's will know not to even bother soliciting to your clients.

[Floridalandcare]

With all due respect ,why have a waiting list .Start another crew

[m&m]

Try to find out what a customer is going for before pricing. If they have a dump of a house and lawn, don't offer premo service. If it's a manicured look already, expect them to want that and price accordingly.



BRUCE,
are you saying that if their place doesnt look good(like a dump), just offer the mow and go service and not even bother offering anything else that may enhance the overall looks of the property?
I strongly disagree with that statement if that is what you meant.
Afterall, you want to make meoney and the way to do that is offer/advertise your services. the worst that can happen is they say no thanks and leave it at that. If i run into this, I always offer or suggest something even if it is a lil bit at a time.......... never know what that account may turn into.....could wind up being ur best account in the long run after all the hard work is done and not to mention, when the neighbors see that this place has turned from a "dump" into a nice yard that looks inviting, it may land you more business.....just my opinion.

i wasnt sure how to take the comment you made

[fastrunner]

You got to be kidding me!!! I never heard of anyone in the lawn care industry that has a waiting list for customers. First of all, if you are that busy, then either 1. buy more equipment, or 2. hire more help.. Second of all, what makes you think that customers are going to wait all summer for you when you do decide to take them on as a customer?? I dont know about these other guys,, but the key for me of getting customers is speed, price doesnt matter as much,, as long as you are the first one to give the bid, then your in. I think if I waited more than four days or a week to give a bid they would have found someone else, regardless of price.. Being put on a waiting list is plain stupid,, thats just asking for the scrubs to take over.. Or if you really really cant fit it in with more help then at least give the work to another lawn care company that you know would do a good job.

[Southern Lawns]

I'm glad someone said it!
Thank you Floridalandcare.

[dancom]

so you have four waiting list with the smallest one having 22 names on it and you are charging 48.00 a lawn that is at least 88 customers at 48.00 = 4,224 per week. and you havn't put on another crew for what reason? I find this kind of hard to believe, sorry. i am in this business to make money i would put another crew on.

[m&m]

well, i am not bashing but i am gonna call it down the middle..........

2 things:

1- if i am on a waiting list, then i am gonna find someone who is just as comprehesible as you and who knows how to do a good job at a good price. if i really want it, then i am gonna have my yard doneby soomeone as soon as possible so that i will have a good looking yard.


2- if i had 4 waiting list then i would definitely have to take some people under my wing and show thm how i want it done and work with them..then instead of having 4 pieces of paper with names on it (paper being worth .05 cents), i would now have x number of customers worth x amount of dollars , and believe me the customers would outweigh the paper.

just my thought, but if the waiting list serves ya better for any reason, then good luck to ya on your journey and enjoy it

[Sean Adams]

I agree with everyone for the most part about creating another crew or hiring more people if you have people actually interested in wanting your service. But...

It is possible to have a waiting list. If you have a strong (almost dominant) position n your area, and people really really want your service, you can place them on hold - at least until the next season.

If a prospect approaches you and wants your service, but you are booked, you can still get them to sign a contract or make a verbal comittment for next season.

Simply explain to them you are booked, but you will be expanding slightly next year and able to service them at that time. Lay out the services they want performed in a proposal, have them agree to it, and if possible, have them sign a contract for the service to begin the next season.

It is easier said than done for some to "add another crew". Cash on hand may not warrant the purchase of another truck, trailer, mowers, hand held equipment, new employees, workers comp increases, etc...

Ultimately, the end result is still adding another crew.

[the point man]

Why in the world would you ever mention to a customer that your prices are the highest in town?

[mountain air]

i lost a few to scrubs as well these guys i can just laugh i wish i had a waiting list next year maybe

[SLS]

So, just what do the people who are on these 'waiting lists' do about their lawns while they are sitting around waiting???

Last time I looked the grass waits for no one...it just keeps growing no matter how loudly I yell at it to wait! :D