Told Cust. to F off!

[nelbuts]

Ok some may get on me for this but read carefully. I have been in this business for 19 years and this is the first time.

This guy called me a few weeks ago and said hey you take care of my neighbor a few houses down and I am going away for two weeks would you cut mine? I said no problem and he gave me the dates July 14 and 21!! I wrote them down on my schedule sheet and put it on the board in my truck (right after the phone call). Well Thursday I was pruning at a large complex I maintain and my wife calls me. This guy calls from up north just raising all kinds of h3ll with her. I mean cussing and such. He said that I was supposed to cut him on the 7th. I pulled my sheet and said nope not what I have.

Anyway I taled to another neighbor of his and not my client and he said don't cut unless I hear from him as the guy called him and said he was going to get someone else. I said no problem as I was booked through Sat. and I cut that area on Mondays so to go Sun. would not make sense.

Well today the ahole called and he was coming home from his vacation (on schedule) and not to cut it Mon. and all the while cussing a few times at me. So finally I had had enough. I told him that I did not like the way he spoke to my wife who does not handle any of my business affairs and that he could F---off and hung up.

He called back and left a message on my machine telling me how he was going to tell all his neighbors. And that he wanted to say that I was an A$$hole. My wife and I laughed as I said I already knew that. As you can tell I am very worried as I think his neighbors know how he is. In 19 years of business I have never failed to cut someone that I promised I would do a job for them, NEVER!

Just though this was kind of funny as I have never done this before and he just caught me at the wrong time saying the wrong things to my wife and me.

So go ahead all you guys who think I was wrong and let me have it.:D

[dvmcmrhp52]

You were not wrong if you got the right date but I try not to ever stoop to their level if possible.(very difficult at times)
As for the wife, personally I would not take it either.

[Bluesteel]

HOW DARE YOU!!!

You’re supposed to treat you customers with respect and dignity. Of course they’re not always right, but you have to be a “professional” and do the work.

However, he’s not one of your customers. So all bets are off. hehe … If someone started cussing at me, they’d get one warning. A second cuss word would terminate the conversation and the business relationship is forever. If they step over the line and take it out on the wifey, then …

[gravedigger5]

If he told the wife off, I tell him I was going to make a special trip over, and its not going to be to cut the grass either:angry: Marc

[mtdman]

Good for you.

Customer service is one thing, but it doesn't mean you have to take abuse. From regular customers or anyone. I am a business man and I treat people with respect. If they don't treat me the same way, there's going to be a problem.

:D

[DLCS]

No one and I mean no one would ever talk that way to my wife. If he acted that way to you, I'd bet his neighbors know how he is too. I wouldn't lose any sleep over it.:)

[thartz]

There is a line;he just crossed it.No one had ever speak to my wife that way.Treat others as you want to be treated.Good for you.

[mdb landscaping]

i grew up around my fathers gas stations as a kid, which is based on retail customer clientel. I remember him always having the saying "the customer is always right,.... to a point". This guy who called you stepped over the line, and you had every right to tell him off. i wouldnt worry about that guy one bit. like you say...the neighbors probably already know how he is.

[KDJ]

If he talked to my wife like that I wouldn't even have a chance to do anything. All I could do is hope she showed a little mercy on the poor guy.

[bobbygedd]

i am so proud of you right now, im getting emotional. did u really use the f word? i hope you did. man, dont mess with my money, or my family. u did good nel, real good, now one more thing: go to this faggots house, grab him by the ear, and drag him back to your house and make him apologize to the wife, then when he does, kick him where that bungy cord hit me.

[the scaper]

lawn work is tough enough without having to deal with people like that. i loose people like that as fast as possible. you did the right thing and after cussing around your wife he should be thankful that you're a rational person.

[nelbuts]

Yes I did tell him to f---off. The guy called me today from his cel phone on his way home. Had he been here when he talked to my wife I more than likely would have paid him a visit. She doesn't do anything with the business so he shold have just left a message for me to call. See I work usually daylight to dark Mon.-Wed. Then prune Thurs.- Sat. I only cut about 55-60 accounts all total maintenance year round and rarely do any single cuts so I know I did not make the mistake. I hope he does talk as slander against him would be his just deserved reward. Thaks for the support. Usually if a customer and I don't hit it off I just tell them that I don't think they are going to bew happy with me and then recomend a couple of jerks for them to call! Haha!

[the scaper]

[QUOTE]Originally posted by bobbygedd
i am so proud of you right now, im getting emotional. did u really use the f word? i hope you did. man, dont mess with my money, or my family. u did good nel, real good, now one more thing: go to this faggots house, grab him by the ear, and drag him back to your house and make him apologize to the wife, then when he does, kick him where that bungy cord hit me. /QUOTE] umm ...bobby, i agree that this guy is probably a jerk but just out of curiousity how did you derive from this thread that he is also a faggot??? :D

[mike9497]

i bunched out an old customer of mine.after he picked a fight with me and pushed me lol

[Grassmechanic]

Originally posted by KDJ
If he talked to my wife like that I wouldn't even have a chance to do anything. All I could do is hope she showed a little mercy on the poor guy.

Haha...same here:D

Mike

[bobbygedd]

i use the word "faggot", not for its true meaning, but just as a form of disrespect for someone who deserves no respect

[MDMowing]

I don't have a wife, but if I did and that guy talked to her that way... Well I'll I'm going to say is that he'd better run.

I always teach my crew that the customer is always right... unless I say otherwise. And then if the customer is wrong, I'll be the one to let them know.

This guy was definitely WRONG!!!!! If it were me out there, I would call every other lawn company in the try-state area and warn them about this -----! Then when he goes on vacation next time, no company would touch him.

Just my Opinion.

[Gravely_Man]

There are some people that you just can't work with no matter how many times you turn the other cheek. I would personally not have used the F word but would have told them that I would not be doing any work for them and hung up. Everyone does reach their level of what they are going to take from others and you did with this person. I am sure their neighbors know how they are.


Gravely_Man

[drobson]

I'm with you Gravely_Man, I try not to use profanity while talking with anyone regarding my business. This is just to keep things as professional as possible. Not that anyone would have heard you, because you were talking on the phone, but if I get in the habit, I may do it with a customer or potential customer within ear shot. Of course many people would not care, but I want to protect the image of my business that my customers see. On the other hand, this guy deserved a lot more than just telling him you are not going to do business with him.

[turfcare]

I would not have used the F word but I do like bobby's idea about the ear!

[Jimbo]

Why was your wife answering the business phone if she doesnt handle the business? Please tell me you have a seperate business line.

Jimbo

[jaredslawncare]

its just not good buisness practice to tell someone that

[General Grounds]

:blob2: you go nelbuts, call him back and tell him i said to F-off, tony

[Lawn Tek]

Ahh what a good feeling isn't it ? Hung up on a super mouth 2 months ago , after returning fire .

[CharlesF.]

Oh I love super mouths

[Gr grass n Hi tides]

Using the F word is not something that I would have done, although it's easy for me to say not being in your shoes. I can understand your frustration though.

One time a couple of years ago I had a situation similar to this going the other way. I had a plumber come out and do some work at my house which I paid for promptly. A few weeks later I received a very nasty call from a lady at his office saying the bill was not paid. Trust me when I say she jumped me on the phone. Very inappropriate. My response was just as inappropriate though. When I called back the next day and talked with the plumber personally, he said "that was my wife" and "listen, I know exactly how she can be.......she doesn't handle things like this very well." I drove over to their house that night and apologized to both of them and straightened everything out. I had to do that to clear my conscience. I've referred a couple of jobs his way since then.

[nelbuts]

Ok, here are some answers to your concerns. My business is operated out of a shop and I forward calls to the house when I am in the field. My wife , since she is my wife can answer any phone she wants. She takes calls that comes in and gets in contact with me when it is important. Unlike many of you I do not seek out new business in the same ways that you seek them out.

Second, I never have used the F word to a customer but it seemed that the only language he understood was that type so I had no problem making him understand.

Finally, I would do the same thing today! Have a good one and thanks to all those who agreed. And to those who don't:drinkup: :D

[pcnservices]

Hey Nelbuts,
You're a proffesionall businessman (I hope) and therefore you should know that the customer is alway right. Sometimes they need a little bit of education, but then you should do it in an honorable fashion.
NEVER, never tell anybody to F....ff. That is a definate NO-NO, and I do not care what kind of business you are in.

[Gr grass n Hi tides]

Nelbuts -

You really do seem like a good guy from what I read here. I enjoy your posts. Sorry to hear that you had to deal with such a beef-headed individual. One thing I have found that works wonders when dealing with confrontational people is to extend a friendly hand. Very, very difficult thing to do sometimes. I have gotten better at it over the past several years especially, but always need reminders. Do I still screw up? Sure. But I try hard to be better. The more often I handle things this way the better I feel.

When you handle a trouble maker this way not only do they understand, they stop to think, even if it isn't obvious.

[1grnlwn]

Ok you young guys out there listen up. The question is not whether he should have used the F-word. (it was used properly) The real problem is never do a vacation mow. They are nothing but trouble. These anal A holes spend 15 hours a week on there lawns and do nothing but complain about how you did it and it was the first time you stepped on the lawn. And for what ? you tack on an extra five dollars for your troubles. PASS! I am doing one tomorrow but for a fert cust, if it had been a non cust he would be SOL. If you balk at this advise at least you will have a new LS story to tell soon.

[brucec32]

I just read your situation quickly, so maybe I missed something, but these points came to mind;

Mistake 1: Mowing by appointment on specific dates. Unless you're mowing inside a dome, I wouldn't even promise specific days of the week or dates, too much room for problems. "Wed-Fri" would be acceptable if they want to pay extra for the priviledge, but not specific dates, ever. In your case he got his dates screwed up, but even if he hadn't, scheduling specific mow dates can lead to problems due to weather or other delays and you can find yourself jumping through hoops to please these guys. They will worry and call and get mad if you're there a day late.


Mistake 2: Mowing lawns on anything other than a permanent basis. The extra $$$ isn't worth the hassles, especially if the person is in a position to turn your real customers off by bad mouthing you. These "vacation mows" are almost always for people who mow it themselves and use a 21" mower and spend hours on it. They'll be looking for flaws to whine about, and they are almost certainly not familiar with how things go having a lawn service.

Mistake 3: This guy should have been history the minute he spoke to your wife. Don't talk to him. Write him a letter explaining it was his fault and that you won't tolerate him bad mouthing you and will hold him liable.

[JHMlandscapes]

I can kinda see where you're coming from, and you were right, and wrong IMO.

I think it's wrong to cuss a customer, I say that, but then again I know I'd do the same exact thing. Sometimes you have to try to be the bigger man, but sometimes it's just too hard.

BUT, considering the circumstances, I'd of probably said a little more than the F word. I got that hair trigger temper, and if someone disrespects my baby, I snap. Maybe I need to work on that, lol :p

[gogetter]

Originally posted by pcnservices
Hey Nelbuts,
You're a proffesionall businessman (I hope) and therefore you should know that the customer is alway right. Sometimes they need a little bit of education, but then you should do it in an honorable fashion.
NEVER, never tell anybody to F....ff. That is a definate NO-NO, and I do not care what kind of business you are in.

I'm about ready to start throwing the F word around here in a minute!!
If you're happy being a door matt for people, more power to ya.
But nelbuts did the right thing.
My philosophy: you get what you give.
Disrespect me, expect some back (usually two fold).

You let a prick like that get over on you, then he feels he can do it whenever he wants. Some people NEED to be put in their place and I'm happy to do it.

Now I gotta go take a deep breath and count to 10.

[SLS]

Yeah, that's the nice thing about running our own business....

...we can treat out 'bread and butter' clients like gold...

...and tell any 'one-time' jerk-wad who treats us like trash (or disrespects our ladies) to "Go Straight To Hell!!!"


I'm with you, nelbuts.


I work too hard running my own show to put up with any shite from some big-mouthed dork.


gogetter is right...people like this need someone to put them in their place occasionally...cause the Girl Scout trying to sell him cookies sure ain't gonna do it for him. :p

[bobbygedd]

the customer is not always right. i could never go into a place of business and act like that, id be out on my butt in no time.

[lawnworker]

Nelbuts, This guy had it coming. Disrespecting the wife just don't get it . I would have done the same thing as you.

[nelbuts]

Here are a couple of responses to your responses. First thanks for the support. My wife is a very nice woman and IMHO the best wife and mother around.

To Bruce: You said never promise a day. Well let me tell you how I have built my business and reputation. I have clients in certain areas set for certain days. They are aware that if it rains they are taken care of the following day. Since this jerk was two houses down from one of my regulars it was an easy $30.00 per cut for no extra stop. The days in question were Mondays as that is the ONLY day I am in his area and therefore the ONLY day that I would do his property. Now I do not make a habit of doing vacations with a few exceptions of individuals that I have know for a while. My total singles either vacations or others amounts to about six at any one time. The rest of my clients pay me a set price each and every month of the year with the exceptions of extra work not listed on their yearly contract.

To PCNServices: Yes I am a professional. Even have my B.S. in Business Administration. Soooooo "professionally" I can educate you by saying it is my business and my wife. Therefore, I can say anything I please. And FYI if I had heard him saying the same thing to your wife I would have told him the same thing. As it seems that you do not have the balls to stand up for what is right.

[battags]

I'd consider 'spot treating' the weed in his lawn. By the sounds of it, he must have a problem with prickers and thornes. In this case, a strong dose of Round Up would be in order. (applied between the hours of 1am and 3am would be best!)

I only said I would consider it!!!!:D

[ADLAWNCUTTERS]

Everyone has to do what they feel is right.i sure you probably treat your customer like gold 99.9% of the time.I'm sure this guy deserved it, I would have not used the f word i would have told him i only wish the best for him .Don't sweat it.

[crazyscaper]

did the same thing. had a customer i was bagging and charging $25 it took 2 hrs, told him i needed more $$ and he said no so i said forget u and never spoke to him again

[Green Pastures]

There comes a time when you have to tell people to leave you alone. I don't think I would have used the foul language, but I would always protect my family.

[scott's turf]

I have yet to go off on a customer. The main reason being the fact that they usually owe me money at the time of the altercation. So I bite my tounge collect my money and if I would ever hear from them again I would tell them where to go.

[windmill]

Yeah, RoundUp.
"Oh I'm so sorry I got the dates wrong, my deepest regrets."
"I wish you would apologize to my wife for your behavior."
After two weeks and no payment and no apology the client begins to notice what appears to be a $ sign with a circle around it and a line through it. By the time he goes to court thinking it might have been you (and after you were so nice to him) the evidence has grown back over with lawn. Aaaaahhhh RoundUp.;) :)

[nelbuts]

FYI

I did not "go off" on this guy. I just told him to F--- off and hung up. End of Story.

[Floridalandcare]

Nelbuts , I agree with you 100% . Its sometimes good for some people to know you not one who's going to take any BS from a guy talking to your wife the way they probably speak to their own wife. I have never told a customer to F Off , but I have told them to Kiss my -----. One Lady for whom we maintain the commons area of her sub-division (not even on the Board ) would call 3 times a week and demand we come out and pick up the trash from the road ,it was a busy 2 lane Highway were alot of trash came from passing cars. I talked to the President of the Board and he told me not to worry about her . So one day were there and she storms up to me and says look at all this trash you guys should have been here 4 days ago to pick it up . I tried 6to explain and she said " Thats the problem with you people, you want to be paid but you never want to work ." And I said how about you kiss my ----- . She looked at me like I ran over her dog and said "you cant talk to me like that " .I said "No you cant talk to me like that , Its because of people like you that make me enjoy working for myself ." That was three years ago and 2 raises later , I see her from time to time but never a problem since .
Also I love to see that Buccaneers helmet , couple more weeks , we should get together and do some tailgating , I'm in Tampa . Chris ( Greenscape Solutions)

[nelbuts]

Chris,

You didn't happen to take the Limited Pest Contro Operator course this spring did you? As much work as I have had to do this summer I may see you in Dec.!!

[Floridalandcare]

Originally posted by nelbuts
Chris,

You didn't happen to take the Limited Pest Contro Operator course this spring did you? As much work as I have had to do this summer I may see you in Dec.!! Sorry to bring this back up from a year ago , but yes I did . With Bill Phagan giving the class .( sorry I didn't see this guys )