Problem with a customer

[chrisbolte]

I have a customer who call and left a message on my answering machine today. He is a regular customer we have served him for about 6 months. No problems with us or him. Today he called and said one of the sprinklers in the back yard was broken and asked if I wanted to fix it or if I wanted to have the sprinkler company fix it and have them bill me. Few bigs things. 1) I dont agree with the way he treated the situation. 2) I dont believe it was my fault due to it was probably misinstalled 3)Dont want to loose a good customer but should I pay.
We have been in business for years and have had only one problem like this before. It consisted of a customer who installed sprinklers himself and did horrible job. He didnt fill ditches for the lines correctly and when our mower went over pipes it cracked them. He wanted us to pay and we said it is not out fault. To make long story short he turned it over to his insurance company they tried to collect from us. We told them to go look at the job and after that they agreed with us.
Back to the subject. The reason I dont believe it was our fault is because we were using walk behind mower and it could only have been the front tire that could of hit sprinkler. In my opinion that doesnt have enough pressure to break sprinkler. I was also dissappointed that expected me to pay with ask questions. I dont want to loose a customer but I feel I should not have to pay.
Please send me ideas what you think I should do. Thanks!

[geogunn]

he's convinced you did it, therefore, you ought to consider fixing it if you want to keep his business.

if you aren't happy with his answering machine approach to reporting the problem, you weren't there to take the call. of course he left a message and spoke his mind.

in his eyes, if you don't get right to it he will see you as irresponsible.

and after all, you aren't 100% convinced that you didn't do the damage. right?

an hour, a shovel, some black polly, and can of cement and you are outta there. customer happy.

good luck

GEO

[HOMER]

I had a prop. manager do that to me once, fixed a wire on an a/c unit and billed me for $62.00 claiming the weed-eater got it. It was either pay or lose $462.00 a month. I begrudgingly paid the bill and never put a weedeater behind any of the units again. They took the word of the a/c man that it was a weedeater that broke it.

If it's a good account repair it and then ask to do complete inspection so you know in your mind that everything else is in proper working order. I rarely ever see systems running so I guess they could say I screwed something up if they wanted to.

Homer

[FIREMAN]

JUST PUT THE NEW HEAD IN, IT'S CHEAP AND TAKES ABOUT 5-10 MINS. CERTAINLY NOT WORTH LOSING A CLIENT.

[Stinger]

Capitalize on the situation! Repair the damage then tell your customer that you need to do a complete system check to ensure nothing else is damaged and everything is in good working order. Then bill him for the additional inspection to cover your costs. If this customer continues to call or complain about the sprinkler system constantly then find another customer to replace him.

[accuratelawn]

This will happen. Fix it! Talk with the customer, use this time to build a rapport. This is your opportunity to be a professional.
I, like Homer had a property manager send me a bill for two broken sprinkler heads. The repair guy said they were cut with an edger. I don't use an edger on this property. That really pi__ed me off. (better Eric?)
After talking with the property manager and paying the bill, we got the job for shrub trimming and mulching around a few trees. Also will be bidding on fert/weed control at this property.
Yes this cost me $60, but the Manager knows that I will take care of business and it opened the door for more work.

[Runner]

I agree with FIREMAN. A new head is the way to go. It's no big deal to break a head, these kind of things happen, and yes, a walk behind IS enough pressure to break one if it happens to be a stuck one (even a little out of the ground) I know - I've done it. As far as the complaint on the answering machine goes; Well, some people just don't like answering machines. Maybe he kept trying to get YOU and finally gave in to the electronic substitute.:)

[turfman99]

We deal with this all the time. We just go fix it.

Stinger had a good suggestion. Fix the sprinkler and then do a system check. Identify all the potential problems that you feel could happen with that system where you may have liability in the future. Doucment this in writing to the customer as a suggestion for improvements to the system. Maybe get some more work out of them. Expansion of services ??

In any event, you have then made the customer aware, but you will still have to be carefull. Don't let another company on to the customers property to do anything if you can help it.

[Scag48]

I would fix it. It doesn't take very long and it's so easy even I could do it.:)

[Twotoros]

If it is a good customer fix it and tell him that the system was not installed proper . Then tell that all bad heads need to be fixed or you won't fix another broken one.

Had a new account claim this on me in the spring.Said I hit two. They were the nelson screw type and if any one hits one you know it , as the are loaded for bear with a spring . My neighbor hit one and I heard it in my house. Well I know I did not hit one let alone two as I would know it and would fix it, but he fired me anyway . Turns out he was only looking for an excuse to hire some cheap Mexicans that had been working the hood .Lost the account across the road also with an equally lame excuse. Price of these lawns were 18 and 16 , go figure.

[MWHC]

Just fix it. I carry a big toolbox full of heads, hoses, pipes, etc, etc to fix them on site when I or an employee breaks one. If you are going to mow for a living, fixing sprinkler heads becomes part of the job. You can't always see the heads and sometimes you just screw up. No big deal, it takes a lot less time to fix it right there for me than to drive back later.

[curlawngreen]

Why would you cut anyones lawn for $16.00? If you broke it you fix it! You didn't tell client head was sticking. Tell client about problem they understand. No tell, no extra money!

[Lawn Cruiser]

I would just fix the head. I like MWHC, carry heads and supplies to fix a head. If I find on that is broken I tell my customer about it if I broke it I'll fix it for free. If I didn't break it I'll bill them for it. Usally I just fix them for free, dosen't take long and dosen't cost me much.

I did have a customer that complained I hit the side of his house when we checked it out I noticed that we did hit it and damage the corner of the siding. I called and had someone come and repair it. That happened last year this year he complained about everything. After doing this 3 out of the 5 times that I mowed it, I sent him a letter and explained that I could no longer maintain his lawn and to find somone else because my reputation was on the line and if he is not happy he is going to tell people that I do poor work. I am glad that I dropped him and have no regrets.

[jaclawn]

Repair it, wiggle the price of the repair in his bill on some future job.

[landscaper3]

We too have these minor mishaps on some of the condiminiums we take care of. First a immidate response on your part, fix yourself or call a company asap and have them bill you. You dont want to blow him off and have him spread the world that you damage items (not saying you did but trying to give you a solution) which will hurt future business.

[parkwest]

One time, had someone call us to repair his old sprinkler system. Gave him a quote. He said he couldn't afford it right then but could we mow his lawn. A month later we receive a call from him claiming our mowers had broken his sprinklers and wanted the whole system replaced free of charge. We told him to take a hike. He told us he would make sure we never work in this town again. haha.

Do like the big guys and figure a certain percent are going to do something like this and price accordingly. Something like Wal-Mart knows a % of goods are going to be shoplifted or returned after use.

[stick9]

If it's only a mist head .. FIX IT. It'll take WELL under 10 minutes of your time, and cost a couple of bucks. You should carry a couple spares with you and have the t-bar thingie that helps pull the broken nipples from the heads.

If it's a roto, that stinks. They're more expensive to buy, but still easy to fix.

stIcK-9

[lawrence stone]

In my contracts I have a clause that states:

We are not responsible for any damage to irrigation systems
via the usage of lawn maint. equipment.

[SLC1]

If he is a good customer and you have potential for doing more work for him in the future, than just fix the problem. It is much cheaper to fix the damage than to go out and find a new cutomer.

[mike48114]

JUST FIX THE DAMN HEAD... IT IS ALWAYS YOUR FALT! JUST ASK ANY COSTOMER... HAHA--- ON THE SERIOUS NOTE WE JUST FIX CALLS LIKE THAT OUR SELVES VERY CHEAP AND EASY!

[chrisbolte]

Couple things with the sprinkler. The head is fine I believe it is in the pipe. Also, I do not do sprinkler work so I am not going to be able to hit him up on other way like many of you were saying. To make matters worse I dont know much about sprinkers. So me repairing it may not be a option. I may have a friend that may ne able to help. The spot this sprinkler is, is almost impossible to hit. So many of the comments people gave are useless. I probably am gonna try to have him ask the sprinkler company to fix it saying was misinstalled. I am nearly positive this isnt my fault. I know everyone is gonna say just fix it but I dont feel like some spronkler company screwing me and charging 100.

[stick9]

If it isn't possible for you to have done it .. stick to your guns. No one wants to lose cash like that and you shouldn't have to. It's very easy for THEM to point the finger at YOU then it is for them to say it was the fault of the installers. I'd fight.

You were very vague with your description of the problem .. that is what led to all of the 'FIX IT YOURSELF' comments.


stiCK-NINE

come on everybody .. ED TYLL .. ED TYLL

[chrisbolte]

Thanks stick that is what I wanted to hear. I will pay if I have to but I was looking more for answers on how to speak to customer. He put me on defensive the way he called and I am always on offense. Talked today and he admit it probably wasnt me and could have been someone else.

[T.C.O.B.]

Go buy a book and learn Irrigation systems. If your in this business this is gonna happen again! Take the opportunity to make the customer happy, and then upsell him. If the company that installed it did a poor job, asure him he doesn't want to call them back and that you can solve the same problem that exist with the other 40 heads in his lawn.I dropped the trailer at an account and left my guys and made $350.00, while they serviced the one account. Buy a book and learn!!!
As far as the customer upsetting you, be a professional and handle it like one, your a business person! Don't take it personally! Professionals deal with professionals.

[chrisbolte]

Buy a book and learn!!!
As far as the customer upsetting you, be a professional and handle it like one, your a business person! Don't take it personally! Professionals deal with professionals.
quoted by T.C.O.B
Buy a book... Do you learn how to cut grass by a reading a book. A true professional knows when to get a professional to help him. For me to learn how to fix sprinklers it will take hours. Hours are to important. I have a established lawn care and landscaping business. Maybe that would be a project for the winter but to do that now in the prime of a season would be stupid.

[script]

When a customer calls and sounds harsh on the phone, you have to remember that they may have just come in from work or some other stressfull situation, that caused him/her to blow up at you. (may have had a really bad day) Give them a chance to cool down and then talk to them. Most of the times they'll realize they were wrong and apologize. As far as the situation, I would definitely argue the case if I knew it wasn't my fault. I think the customer would hate to loose your dependable services, as much as you would hate to loose a customer over an inexpensive sprinkler head.

bobby

[MJB]

If the top of the sprinkler is not showing any damage then ask him to show you how you broke it. If he says you run over it with a tire, then tell him he better replace the whole system if it's that weak. I'd point out how much weight is on each tire, usually less than 200 lbs. Have him show you the damage.

Sprinkler systems are designed to be run over with our equipment. But on the other hand, you need to have a friend or someone experienced show you how to do minor sprinkler repairs. It takes only a few minutes to learn.

Even when I break them , my customers will pay me to replace them. I give them a break in the price, and everyone's happy.

[chrisbolte]

I do agree with the last two posts completely! I called him back a day later because it was a weekend and also for cool down time. Problem is his story keeps changing. Now the sprinkler head is completely missing. So that means it would of been chopped of and been banging around my deck. I was the person cutting this yard and all of you know if you run over something like that you will know you hit it. Guess this good customer is not so good after all!!