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Outdoor_Maintenance_2010
09-01-2010, 06:28 PM
this weekly customer calls me saying her grass grows to long
and wants me to cut it shorter im like ok no problem
i cut it shorter,this week she calls me up saying well you left bunch of dead grass spots im like well you wanted me to cut it short so thats what it does
she says well teh grass is growing to fast again can you lower it aggain im like ok cut the grass again brought down the mowers..the mower where almost stalling thats how low i was getting anyway,she calls me back saying theres even more clippings on her grass...lol

what should i do now??

Im not raking her clippings shes the one that wanted me to go lower

i do not bag any of my contracts

Texas Lawn
09-01-2010, 06:33 PM
explain to her the problem and charge a premium. Either that or get her on a more regular basis. This seems to be a continuous cycle. I had a customer who never thought the grass was short enough. I would also explain to her that you have very little control over how fast the grass grows. It grows too fast? I always loved hearing this. Is there anything I can do to slow down the growth?:confused: Seriously? Slow down the growth?

Fireguy97
09-01-2010, 06:33 PM
she calls me back saying theres even more clippings on her grass...lol

what should i do now??

Im not raking her clippings shes the one that wanted me to go lower

i do not bag any of my contracts

Did you tell her this?

Mick

Outdoor_Maintenance_2010
09-01-2010, 06:56 PM
she call me back to cancel...I never had problem with her till she told me to go lower
then all the problem's started...i mulch my clippings .but when you used to cut grass that is used to be cut higher and then you cut 2 times lower then usual there will be lots of clippings all over the grass....

Yes i did tell her that il try my best to prevent it...but theres so much you can do..

Im still new in the business..but what i did does make sense right?

I'm starting to think she either found another company or she will ask her bf to do it

RussellB
09-01-2010, 08:01 PM
Just about all of the customers i picked up in one neighborhood was because the last guys left to many clumps of clippings. I just go over the yards with my blower and blow the clippings around. It is also bad for the grass to leave clumps of clippings.

Outdoor_Maintenance_2010
09-01-2010, 08:21 PM
Just about all of the customers i picked up in one neighborhood was because the last guys left to many clumps of clippings. I just go over the yards with my blower and blow the clippings around. It is also bad for the grass to leave clumps of clippings.

totally agree clumps of clippings looks bad,but thats what happens when you cut grass really short...i can barely see clippings when i cut my other contracts

zak406
09-01-2010, 11:50 PM
she call me back to cancel...I never had problem with her till she told me to go lower
then all the problem's started...i mulch my clippings .but when you used to cut grass that is used to be cut higher and then you cut 2 times lower then usual there will be lots of clippings all over the grass....

Yes i did tell her that il try my best to prevent it...but theres so much you can do..

Im still new in the business..but what i did does make sense right?

I'm starting to think she either found another company or she will ask her bf to do it

she will be searching for a new lawn company for a long time of course if you cut it to short its going to leave dead spots and clippings lol... Thats like if you cut your hair to short you will have bald spots I would not worry about it she will be back but deffinatly sounds like a pita for sure...:usflag:

bc3xx0
09-02-2010, 12:16 AM
Why didn't you explain to her that different cutting heights aren't going to effect how fast it grows and that if you cut lower you would either have to bag or double cut which would be an additional charge.

Sounds to me like you just didn't communicate and are very defensive with the "this is how its gonna be then" attitude. Most people don't know much about grass, that is why they hire someone. You should have took the time to explain the consequences to the contact better and let them decide.

I'd chalk this one up as a lesson. Communicate better next time and learn why you don't cut grass down to nothing so you can educate them on it, then let them make the decision. If you don't educate them, they are gonna just say do it, cause they are the ones paying you to do it.

jwsland
09-03-2010, 12:06 AM
I agree with the communication suggestion.

Blowing the clippings helps but it doesn't get rid of them. They might be spread out but they are still there. Shoes and pets can track them inside your customers house.

Next time ask to increase the frequency of cutting (every 5days) to achieve your desired height. This decrease your chances of making a mess or destroying the grass.

Whenever I cut, if I see a big mess I always stop and bump my blades up. Walking through lawns with a blower sucks. If this is the case try going to 5 or 6 days like mentioned until you have your place under control. My nicest lawns are ALWAYS on 5-6 days during the spring. My nicest lawns are also my most understanding customers.

ajslands
09-03-2010, 12:42 AM
To get rid of the clippings, cut the gass again at a higher level and if need be, triple cut it, but don't forget to charge extra!
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BCLawns
09-03-2010, 06:49 AM
First sign of trouble is when a customer tries to tell me how to cut grass.

Sammy
09-03-2010, 08:50 AM
Why didn't you explain to her that different cutting heights aren't going to effect how fast it grows and that if you cut lower you would either have to bag or double cut which would be an additional charge.

Sounds to me like you just didn't communicate and are very defensive with the "this is how its gonna be then" attitude. Most people don't know much about grass, that is why they hire someone. You should have took the time to explain the consequences to the contact better and let them decide.

I'd chalk this one up as a lesson. Communicate better next time and learn why you don't cut grass down to nothing so you can educate them on it, then let them make the decision. If you don't educate them, they are gonna just say do it, cause they are the ones paying you to do it.

I agree.......Good advice.

CutterCutter
09-07-2010, 01:40 AM
I think every LCO runs into this kind of customer from time to time, I know I have. There's really no way of continuing with one of these people. You have to get rid of them.

Sometimes you can save the job by educating them but most of them can't be educated. I've got to the point where I don't spend much time trying to save a job. If the customer isn't happy I thank them for the business they have given me and move on. It's painful if you don't have lots of work but stay in the business long enough and you'll be up to your eyeballs with good customers.

ajslands
09-07-2010, 01:44 AM
I think every LCO runs into this kind of customer from time to time, I know I have. There's really no way of continuing with one of these people. You have to get rid of them.

Sometimes you can save the job by educating them but most of them can't be educated. I've got to the point where I don't spend much time trying to save a job. If the customer isn't happy I thank them for the business they have given me and move on. It's painful if you don't have lots of work but stay in the business long enough and you'll be up to your eyeballs with good customers.
I have one. Good paying job! Way more than it's worth! That's for sure!
She is much nicer now and we ge along! I try to make friends not enemies (spelling)
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Frank's Lawn Care
02-17-2011, 01:56 AM
she call me back to cancel...I never had problem with her till she told me to go lower
then all the problem's started...i mulch my clippings .but when you used to cut grass that is used to be cut higher and then you cut 2 times lower then usual there will be lots of clippings all over the grass....

Yes i did tell her that il try my best to prevent it...but theres so much you can do..

Im still new in the business..but what i did does make sense right?

I'm starting to think she either found another company or she will ask her bf to do it

I have one account that always leaves clippings. I cut it first thing and she must water that morning. It's only on her front lawn. If i bagged the front it made it easier. Also have to blow clumps there too. She pays great and leaves me a bottle water every cut. My kind of customer..:cool2:

32vld
02-17-2011, 10:36 AM
totally agree clumps of clippings looks bad,but thats what happens when you cut grass really short...i can barely see clippings when i cut my other contracts


Your the pro.

Being your a pro you should know that before you touch the mower there would be a ton of clippings left over.

As a pro you should of known:

that customers will not accept clippings left on the lawn when you are done

mowed the lawn at the regular setting then mow it again at a lower setting so the clippings would be small enough to disperse and not be seen

mowed the lawn at the lower setting then go over the lawn a second time to disperse the clippings

that the only way you were willing to do the job she was going to have to accept piles of clippings on her lawn.

You refused to do the job right.

You refused to comunicate with the customer on how the job was going to look when you were done before you did it.

You failed to meet your customers needs and then you complain that the customer was unreasonable and she dumped you.

1bigdaddy62
02-17-2011, 08:53 PM
this weekly customer calls me saying her grass grows to long
and wants me to cut it shorter im like ok no problem
i cut it shorter,this week she calls me up saying well you left bunch of dead grass spots im like well you wanted me to cut it short so thats what it does
she says well teh grass is growing to fast again can you lower it aggain im like ok cut the grass again brought down the mowers..the mower where almost stalling thats how low i was getting anyway,she calls me back saying theres even more clippings on her grass...lol

what should i do now??

Im not raking her clippings shes the one that wanted me to go lower

i do not bag any of my contracts
None of you guys have addressed the Underlying issue here. Send her a vibrator with a fresh set of batteries... problem solved. Now you can cut the grass any height you like it.

Dnryan
02-18-2011, 10:55 PM
I have had a few customers that said the grass gets too long in between cuttings and I simply tell them one of two things, a let's put you on the schedule for every week or b, I educate them that I can't cut fescue below 3 inches. I explain why and that if they want shorter grass I would be happy to give them a quote for bermuda or something. I personally, would rather lose a customer than to have the yard look like crap because the homeowner is telling me how to do my job. If they can't understand that I will do what is best for their yard and lawn and this is what I do for a living, they I don't bother havong them as a customer. If I cut it short because they want me to, well nothing good is going to come of it. They will be unhappy cause it will yellow and show dead spots, and I will look bad if people drive by and see me taking care of a yard that looks like that.
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Gravelyftw
02-18-2011, 11:47 PM
I have had a few customers that said the grass gets too long in between cuttings and I simply tell them one of two things, a let's put you on the schedule for every week or b, I educate them that I can't cut fescue below 3 inches. I explain why and that if they want shorter grass I would be happy to give them a quote for bermuda or something. I personally, would rather lose a customer than to have the yard look like crap because the homeowner is telling me how to do my job. If they can't understand that I will do what is best for their yard and lawn and this is what I do for a living, they I don't bother havong them as a customer. If I cut it short because they want me to, well nothing good is going to come of it. They will be unhappy cause it will yellow and show dead spots, and I will look bad if people drive by and see me taking care of a yard that looks like that.
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That should be how it is, IMO. I cant afford to have people/potential customers riding by and seeing me cutting a fescue yard at 2 inches with brown spots and clippings everywhere. I want someone to ask the homeowner who is doing their yard because they think it looks great, and they want to hire me. Not because it looks awful, and they want to avoid me.

But from the way it sounds im thinking the yard is bermuda grass and weeds for some reason.

Dnryan
02-19-2011, 01:09 AM
Yea I see what ur saying and I think it does depend on the area too. Here in san diego everything is bagged for the most part so there really is never the issue of clumps. If someone sees me just mulching they usually will complain even if u explain it to them. But to get around this I have learned a little trick that someone mentioned on here. I have a snapper 21 hi vac and thye suggested just to put the chute blokc in and still run the mower with the bag on it and no one will know the difference. Never had anyone say anything and I think as long as they assume its getting bagged then they feel im not lazy, regardless of if its better for the grass or not. I think its all about choosing your battles.
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David Haggerty
02-19-2011, 08:53 AM
First sign of trouble is when a customer tries to tell me how to cut grass.


I've been on Lawnsite since the beginning, and this is the best thread I've ever read. But BCLawns has the quote that should be cut in stone!

What I've read was:
1. Do your best (complete with tips on how to do it)
2. Communicate well with your customer
3. Charge for extras (even if it's only a dollar) because it sends a message to the customer.
4. Even though the customer is always right, it's not always your fault when one starts to rebel.