Customer Letter: "I can no longer service you"

[AltaLawnCare]

I'm getting ready to make up a letter to send out to the "per cut" customers I put on last season...to let them know I can no longer do this.
This year I have to abide by a schedule...with "per cuts" I don't know how many production hours to count on. And theres no good way to schedule their work.
I will include a monthly billing price for them in the letter, in case they will sign up for annual contract.

Have any of you sent out similar letters? Any kkey phrases you want to share.

-Thanks, Billy.

[Randy J]

One thing I have learned was always accentuate the positive and minimize the negative. I would say something to the effect that "due to your growth and in order to provide the best possible service you'd like to put them on a regular service agreement." Then you can add "if this won't work for your current situation, you have the option of seeking service elsewhere". You could also go the extra step and offer to refer them to someone who will service them on a "per cut" basis. That you might even make them feel guilty for not wanting to go on a regular service agreement, or at least leave them with a good "customer friendly" impression of your company.

Randy

[MudslinginFX4]

Randy, great post, that's exactly what I would do if I were in Altalawncare's position also. It sounds very professional and lets the customer know that you just don't want to cut their yard anymore.

[AltaLawnCare]

True,
I have no problem at all keeping them if they will go annual contract.
;)

[Tvov]

At the end of a letter like that I would also add something along the line of;

"Of course, if in the future there is something that our company might be able to help you with, please call".

[Team Gopher]

Hi Alta,

You could also go the extra step and offer to refer them to someone who will service them on a "per cut" basis.

I think this is important. It will show you still are looking out for their best interests and the customer may sign up with you because of this positive attitude.

[precisioncut]

Or talk them into a yearly contract. Maybe an inital promotion to show them that they are a valued customer.

[Soupy]

Email me at soupy@charter.net and I will send you a letter template you can change to fit your needs.

Soupy

[DUSTYCEDAR]

offer them a incentive for signing up 4 the year a % off maby
once u get them through the first year and they see you r not ripping them off they will be good to go

[studentlawn]

Alta, I am doing the exact same as you this spring, getting rid of all 'per cut' customers, becuase you just can't make money doing that.
So heres what im doing. I sent out a letter, it does not bluntly say that they will have to sign a contract this year, but does mention that Student Lawn policies are changing to more effieciently accomadate our customers. Becuase of this I would like to setup an appointment with them to explain to them the policy changes. At the meeting in person I will explain that they cannot go on a per cut basis anymore. I also did mention in the letter that they were considered preffered customers and will recieve 5% off on their total annual bill. I figure if i can get them in a personal meeting i can explain to them why it benefits them to be under a yearly contract.
Hopefully these will maximize my year to year cliental
Sam

[1grnlwn]

Ok I am slightly confused. By per cut basis you mean when they call you to do it? Or do you want to be paid in august when there is no grass to cut.

[AltaLawnCare]

1grn,
Yes these are the people who want to say "come out every two weeks" ..no matter how its growing. And pay on the spot when its cut.
All large companies bid per year prices...its the only way to have a schedule, and know when and where you have to be.

[1grnlwn]

I have what I would call a pay per cut business. I have a solid schedule (except when I break it) All customers are billed at the end of the month. I only do two bi-monthly and we are compensated fairly. Is it a budget problem? I am asuming you will charge equal payments for 12 Mo.. It's just that it's hard to get some to pay when there grass needs mowed, how will these people act in February? Late Late Late!

[Jason Rose]

I too have dropped my "per cut customers" I refer to "per cut" as the ones that don't want it mowed till they call me, then expect me to just be able to come right over within say 24 hours and get right on it. I used to be able to do that, WHEN I WAS 14! Now, at 25 there is, and has been a set schedule. It would be rude to my other customers to say, "well sorry I was late this week, joe blow had to get his lawn worked in today and that's why i'm here at 7pm". Nope not working that way anymore... As for what to say, I didn't really send a letter, just talked to the few I had like that. Basically only one was not willing and moved on to someone else, and someone else, and someone else....

[Soupy]

I don't offer per cut service or one timers. A very good customer of mine asked me to go cut her sisters lawn one time and I did it. Then it started to become a habit right before Holidays. I had to politely tell them that I am to busy to accommodate her request. I offered to set them up on a weekly schedule, but she said her sister couldn't afford it. She (regular customer)wasn't happy about it, but stuck with me.