A Great Customer

[BigJim]

So many threads about PITA customers thought I'd just tell you about one I was at today.It's only the second time I've mowed her lawn and when I was finished she came out with the money and a piece of paper,on which she had the details of another neighbour 2 houses along, and she said Mrs Smith is wanting her lawns done too,can you quote her because I recommended you,which I did,and got the job.And she said by the way did a Mr Wilson phone you about his and his neighbours lawn yesterday,because I recommended you to him too.I said yes he had, and I had got those 2 too.Thats not bad 3 new lawns off a customers second mowing.I must be doing something right after all,I think her next mowing is free:) Can't beat word of mouth advertising.

[vipermanz]

you got lucky there!!

[Tony Harrell]

Way to go Jim! By the way, what's your season like down there?

[mdb landscaping]

thats a sweet deal. you should send her a nice thank-you or a small gift:D. word of mouth will make you or break you.

[jeffyr]

Originally posted by mdb landscaping
thats a sweet deal. you should send her a nice thank-you or a small gift:D. word of mouth will make you or break you.

Good advice. When anybdy recommends you the job seems to be yours before you even estimate. She is giving you work by recommending and you should let her know that she is appreciated. She may have allot of friends !

jeffyr

[GarPA]

heres something I do for good referrals...I buy them a nice florist arranged house plant ...I attach one of my business labels to the vase along with a nice thank you card....they really appreciate it and a house plant lives a long time and so you are "fixture" in their home....only costs about $15....and as we all know, referrals are priceless...give it a try

[SLS]

Big Jim,

That's GREAT! :D

Be sure she know's she is appreciated.

Some my disagree with me on this but here is what I do:

When one of my regular clients get me a new account I show my appreciation by giving them a free cut. I don't tell then that this is my policy so they are really happy, and surprised, when I do this for them. If someone is going to boost my income by about $1500 a year I feel that a $40 cut is a very reasonable exchange (roughly 1 hour of my time and a bucks worth of gas).

Some of my accounts have gotten 2 or 3 'free cuts' this way.

I just make it clear to them, when they receive their 'complimentary mowing', that I only do this for ACCEPTED referrals...so don't bother sending me any 2-weekers, referrals from across town, mountain-side properties, ect. So far, so good! I've been able to pick up some nice, weekly, lawns here in my neighborhood using this system.

[Russ]

Good post Jim! I know I should take more time to thank the good customers I have. Out of 91 I only have 6 PITAS and I spend too much time thinking about the 6 instead of the 85.

[TJLC]

I have a few like that. It makes our job a whole lot easier if we feel appreiated like that, IMHO. I have been through the real PITA customers so getting a really good one is very refreshing. I make sure I send all my customers a Christmas card every year to tell them how much I appreiate their business.

[stslawncare]

before u know it jim ur sheep will be giving u referals too :D talk about some good luck

[rkbrown]

Congrats, BigJim !!! You are definitely doing something right. I know that when I get good service from someone, I make sure to tell people about it. When we were living in Lubbock, our house faced west, which meant that the front rooms in the house got hot in the West Texas summer sun. I got this guy to put on window tinting. He was very personable and educated me on the types of products he was using and why. He did a great job for me. I went and told about 10 neighbors on my street and the next one over. He got 6 more house jobs and a few auto jobs out of it. He showed his appreciation by doing my front storm door and one auto for free. I carried his business cards with me until we moved away. Whenever anyone mentioned window tinting or that the front of their house got hot in the afternoons, they got a card and an enthusiastic endorsement from me.

[Gravely_Man]

That is great to hear. Positive customer encounters are not very often heard on this site. I would definitely do something special for her as she has helped you out. Best of luck.

Gravely_Man

[deason]

Nice to hear Jim!

I have always believed that word of mouth is the best advertisment you can get. Also the most flattering too. :D

[odin]

bigjim

You getting referrals from all those sheep to:D

[Green Pastures]

Jim,

I'd do something for her too. A free cut, a gift certificate to a resturant, something small but nice. That was great what she did for you.