My first customer complaint

[LCME]

Hi ya all! my new customer of only 2 cuttings called me Monday. She said, her ex-husband fixed the mower. Cut the lawn Friday because when I cut it Tuesday it did not looked cut at all. If she would of called me the day or after my cut I would go back and re-cut for free. But, she waited 6 days to tell me. Anyway, she wants me to cut one more time this Saturday and haul away all dead grass her ex left after cutting the lawn way too low. I only charge her $35 per week to cut 1-1/2 acres. I under estimated big time. to cut and remove dead grass will take me about 4-5 hours. I only have a 48" exmark TT HP. I would have to get a side bagger. Any comments and or advise on how to handle this?. Thank in advance for your input.

[j.p.landscaping]

You need to explain to her that your time ='s money and the "extra" work that her ex left for you to clean is going to be extra $$$$.

Sometimes people think guys that cut grass have nothing better to do. They don't understand that for most landscapers the money they earn in a day pays to keep their family fed, sheltered and healthy. They don't realize that it COSTS US $$$$ to cut their grass. It really pi$$es me off when customers try to nickle and dime me to death. I tell them straight out " go buy a mower, Fill it with gas and spend an hour or two cutting, trimming, blowing down and see what it would be worth to you. Then do it 10 to 15 times in one day 5-6 days a week. then get back to me how you feel by the end of that week".

If you cut that lawn once there is no reason to go back and do it again for free. If she gives you a hard time with paying extra to clean up hubby's mess then tell her to clean it her self.

Remember theres plenty more grass out there to cut. Don't let customers walk all over you because if you do they'll keep doing it and you'll be doing their services for free.

Peace......
J.P.

[j.p.landscaping]

Oh and one more thing, If you bid a job and after actually cutting it feel that you can't possibly do it for the price you quoted then speak up. Why waste time and money???

Just explain that the property was mis-deceiving and it is going to actually take more time and gas to cover the cost of doing it. Explain to the customer that it would end up costing you more to cut it than what it's worth. Most customers understand and will agree to a slight price increase with no problem. Even if you say that you would need $10.00 more but because you already quoted them a price you'll meet them half way at a $5.00 increase. That way everybody's happy.

[LCME]

Thanks J.P. for the input. After reading your reply I was nodding my head saying yeah, yeah, yeah!. I work hard on that lawn. Anyway, I think I will call her back and explain that if she wants me to cut Saturday and clean-up dead grass the cost will be as follows: $40 to cut instead of $35 because after mowing I did not realize how much I had to do. Plus, $25 per man hour to clean-up grass her ex put on the lawn. Estimate time between 4-5 hours. Is this estimate reasonable?. How would you estimate cost on 1-1/2 acre lot to pick-up and haul away tons of grass?. The grass is very healthy and thick. Also, I forgot to include she also may not want me to continue the lawn service after the cut Saturday. Because my last mowing was too high at 4". But, to cut this lawn any lower than 3.5" would be hard on the grass I believe. Again, I'm new at this and have to learn as I go. Thanks in advance.

[j.p.landscaping]

Like I said before, charge whatever it's worth to you in the end. This lady sounds like she would be a pain in the a$$ customer in the future so set her straight now before she gets out of hand. You can B/S her too and say "I'll clean this mess up but here's my price and even with this price I'm paying the fee to dump it all so I'm giving you a good deal. It's going to be (whatever) trips to the dump at (how much ever) per time I dump and thats coming out of my pocket".

Good luck with her and let me know how you make out...

[MImowerkid]

3.5 inches is fine as long as you are cutting the same grass I am cutting here in novi don't worry about cutting that low just make sure you do not ever cut more than one third off the blade , I do not know what your operating expences are or what you want to make but when I am using my mower I do not want to be making less than 60 an hour . Don't be afraid to charge the people ! good luck !

[gogetter]

I don't mean to seem harsh, but this is a no-brainer. You have to drop her and chalk it up to a lesson learned.

Cut 1.5 acres, AND bag and remove clippings for $35??????

As one member here often says "you can go broke sitting at home". So why go out and work for 4-5 hours just to be broke????

[Kelly's Landscaping]

I don't know your cash flow situation or how much free time you have but even when I had 10 accounts I would not have agreed to clean up his mess. Especially after cutting the lawn for free the first 2 times yes I know 35 dollars but a 48-inch walk behind and an acre and half don't get confused you cut it for free. Good customer relations are a good thing but when it comes to an unsatisfied customer that thinks you did a poor job when you busted your ass for half wages I say eat the bad press and cut your loses.

[CamLand]

Originally posted by gogetter
I don't mean to seem harsh, but this is a no-brainer. You have to drop her and chalk it up to a lesson learned.

Cut 1.5 acres, AND bag and remove clippings for $35??????

As one member here often says "you can go broke sitting at home". So why go out and work for 4-5 hours just to be broke????

Your reading my mind $35 for an 1 1/2 acre.i don't want to be a jerk but even if it was completely wide open property it wouldn't have been touched for less then 60-65...

[MudslinginFX4]

J.P.landscaping.... I'm not sure if this is my job to do but I would like to thank you for making such informative and positive posts to LCME. Not a whole lot of other members on here would have replied to his question without yelling, screaming, or bashing LCME in some way, shape or form because he made a mistake in the business and asked for our opinions. LCME, everyday all of us make mistakes in this business (underbidding, messing up a property, etc..) and sometimes we just have to eat it on some properties (face it, some people will never be happy, even if you think you did the best you could). I am posting a response like this because out of the last 10 threads I have read, 8 of them had people yelling and bashing a new person, or acting like they were not welcome.

[EastProLawn]

Originally posted by gogetter
I don't mean to seem harsh, but this is a no-brainer. You have to drop her and chalk it up to a lesson learned.

Cut 1.5 acres, AND bag and remove clippings for $35??????

As one member here often says "you can go broke sitting at home". So why go out and work for 4-5 hours just to be broke???? You hit the nail right on the head............

[Bryn]

A man or woman for that matter, who has never made a mistake, has never done anything. My father was fond of saying that, especially just after hitting my thumb with a hammer. You just try not to maker the same mistake twice.

Another bothced quote is,

"What does not kill me, only makes me stronger". Someone famouse said that.

Best Regards

Bryn

[HOOLIE]

LCME-

If you're thinking 4-5 hours, then I would tell her somewhere in the neighborhood of $150-$175 for the job. (that is, to bag and haul away). I agree that $35 per week is a little low, I don't know what the going rates in your area are though.

[txlawnking]

Lcme, the general consensus is right for sure.. I'd do the weekly mowing for no less than $60. Figure out your NEEDED hourly wage, to clean up the mess.. If she won't deal, and will not agree to the increase in her weekly bill, Roll...I learned this one the hard way too man.

[LCME]

After reading what you guys are saying, I know what I need to do with this customer. After I talk to the customer I will get back with you soon. Thanks again to all your comments, input and opinions. Great! feed back.

[tiedeman]

I would do two things; just go over there and move over the clippings to chop them up, or just drop the customer

[j.p.landscaping]

Ecm,
Thanks for the kind words but the truth is the truth...
I am a state correctional officer full time but I spent 10 years landscaping for professional company's and even tried to go out on my own but did'nt have the funds to invest back then. I am now doing what I always wanted to do, I am starting my own business. My full time job has given me the opportunity (financial backing) to invest in the equipment I need.

Even with 10 years of experience and knowledge under my belt I still don't know 1/4 of the things about landscaping that some of the guys on here know. I always seek knowledge to better myself and my business. This is what this site is for. I agree with you about people bashing other people. I say if your not going to help the person asking for advice then don't post anything at all. How are we supposed to help others if we scare them away or for that matter how are we ourselves supposed to ask for help when we know someone is going to make us feel like a piece of crap????

We might all call ourselves professionals but none of us know everything. All of us have and will continue to make mistakes. Mistakes are learning tools!!!!
I monitor this site every day and every day I learn something new and helpful.

To any new members or members to be all I can say is if you have a question ASK IT because for every 1 a$$hole in here that will bust your balls there are 50 of us that will try our best to help you.

[LCME]

Originally posted by MImowerkid
3.5 inches is fine as long as you are cutting the same grass I am cutting here in novi don't worry about cutting that low just make sure you do not ever cut more than one third off the blade , I do not know what your operating expenses are or what you want to make but when I am using my mower I do not want to be making less than 60 an hour . Don't be afraid to charge the people ! good luck !

Yes I could cut at 3.5 but this grass grows fast. She waters and fert. She said she cut it Friday and I went out to look at the lawn condition and measured to be 4" and still growing. If I cut with the 1/3 rule. I may have to double cut. And if I need lets say $50 per week to cut how much extra for a double cut?. Thanks for the information MImowerkid.

[LCME]

Originally posted by gogetter
I don't mean to seem harsh, but this is a no-brainer. You have to drop her and chalk it up to a lesson learned.

Cut 1.5 acres, AND bag and remove clippings for $35??????

As one member here often says "you can go broke sitting at home". So why go out and work for 4-5 hours just to be broke????

Hi gogetter. Thanks for the input. But, I believe she is thinking of dropping me!. Can you believe it. $35 mow/trim/blow 1.5 acre lot and she wants me to do a final cut Saturday and clean up the dead grass and no longer wants lawn service. I should let her go. But, I would like to attempt charging her $50 per mowing weekly. Then, estimate $150-175 to bag and haul away grass. What do you think?.

[LCME]

Originally posted by Kelly's Landscaping
I don't know your cash flow situation or how much free time you have but even when I had 10 accounts I would not have agreed to clean up his mess. Especially after cutting the lawn for free the first 2 times yes I know 35 dollars but a 48-inch walk behind and an acre and half don't get confused you cut it for free. Good customer relations are a good thing but when it comes to an unsatisfied customer that thinks you did a poor job when you busted your ass for half wages I say eat the bad press and cut your loses.

Hi Kelly's Landscaping! Thanks for the input. My nephew and I are working together. So, my cash flow is small. Yeah I hear what you're saying. Do not clean up after his mess. True, if she would of called me a day after I would of worked something out to fix my high cut at 4". But, would you drop her or negotiate the price and estimate additional cost to clean-up and haul dead grass clippings?

[LCME]

Originally posted by txlawnking
Lcme, the general consensus is right for sure.. I'd do the weekly mowing for no less than $60. Figure out your NEEDED hourly wage, to clean up the mess.. If she won't deal, and will not agree to the increase in her weekly bill, Roll...I learned this one the hard way too man.

Hi txlawnking, thanks for the input. I believe you're correct. I will talk to her and ask for 60 weekly mowing and estimate the clean-up according to what I need to do the job. If she says no thanks, then I'm gone. Thanks again for the comment.

[tinman]

You said you're just starting out , so take the advice from the guys here , because they (& me) have all done these dumb things at first.

You have little to gain by even going back at all, because she said she MAY not want the service anymore after Saturday. She just said "may not" to keep you on the hook for one more cut to clean up her idiot ex's mess. And as for fearing bad word of mouth.... if she is the way you say...you do not want ther friends or family as clients anyway.

No truer statement than , "I'd rather go broke sitting at home than go broke working for nothing" as posted earlier.

Good luck!

[LCME]

Hi tinman, thanks for your straight to the point comment. I'm going to use that phrase at the end of my postings so I read it and remember it each time I bid a new job. Thanks again.

[Trevors Lawn Care]

LCME....

All she is using you for is to clean the mess her X made. I would leave now, and not even clean up the mess HE made. If she wants you to come back and do it for free, NO WAY IN HELL, is she going to want you to come back and do it for MORE. Just collect what she owes you and run now!

Trevor

[LCME]

Thanks for all the inputs. Your comments are well taken. I called her today, left a message. Goes like this, after cutting your lawn I realized how much more work/time is required. I have to raise my weekly rate to $60 per week. Also, if you need dead grass cleaned-up I can do one of two things. 1- double cut which will cost $90. 2- cut, bag clippings and haul away estimated 150-175 plus $30 to haul. Anyway that's it in a nutshell. Like you said she will probably call back and say no way. What do I have to lose. I'm cutting her lawn for free anyway. Thanks again for your time and comments.

[j.p.landscaping]

Atta boy..........
Now go out and find another account to repalce her and don't look back.

[Big Lew]

One of my favorite quotes in sales:
"If you can't change the people around you, change the people
around you".
I'm just getting ready to start in the business and I know sooner or later I'm going to make the mistake of under bidding....I'm not looking forward to it!
><> Big Lew

[LCME]

The lady never called me back. Lucky for me. I have more time for 2 new customers. I mailed out an invoice for the last mowing for $35. I have not received any money yet. Oh well, big lesson here. Never do that again.

[LCME]

I know, I should not even ask this but here I go anyway. This lady's, as described above, neighbor called me today. Her lawn mower broke down. Wants an estimate to cut one time asap. But, maybe weekly. Whazzup with that. I asked how she got my number. She said, I saw you cutting my neighbors lawn and called her yesterday. What the... her neighbor is the one who stiffed me $35 for my last cut for a 1.5ac lot. Any advise on how to handle the new next door neighbor?. Should I run! or still go over and give an estimate. I'm thinking for 1.5 acres about $60 per week. But, if she only wants an "on-call" mowing then I'll add $25. $85 for "on-call". Any advise/tips please. Thanks in advance.

[j.p.landscaping]

LCME,
Here's how I would handle it. Go to the neighbors house, tell her you'll do a one time cut for x-amount of dollars but payment will have to be up front so their are no discrepancies. Then tell her a price for weekly service (remember to get what you feel it's worth!!) and tell her that payment has to be made at completion of every cut. You can keep it this way or change it after a customer "probation period". Now explain to her that your sorry to seem so strict but...and briefly explain to her what happened with her neighbor not going to deep into detail but just enough to make a point....and say that you took that situation as a learning experience and adjusted your way of doing business.

Question, have you ever considered using contracts or service agreements?

Peace
J.P.

[LCME]

j.p. landscaping,

Great advise!. Thank you for sharing your business experience. Ask fare as agreements/contracts. I have not written any for mowing with active weekly customers because I want to build trust first. Then, next year I will write up agreements with current customers. But, if I have a one time customer for hedge trimming, pruning, etc. I will write up an estimate and go over it and have the customer sign with agreements to payment and service details, etc. I'm using Gopher software demo to write estimates. So, I will write an estimate/agreement containing service and payment details for this new job and go over with the customer before I start.

Are written estimates considered an agreement/contract if I have the customer sign it?.

Thanks again, LCME

[j.p.landscaping]

LCME
I would imagine it would depend on how you worded it. I use what I call a service agreement but I worded it like a contract so if I ever needed to take legal action I could but it's not worded as to scare a customer from signing it. If I can get my scanner to work I'll e-mail a copy to you via private message.

[Tvov]

A couple comments.

When did you mail her an invoice? Generally, unless a contract states differently, people have up to 30 days to pay. So really you should wait till next month before saying she hasn't paid you.

As to the neighbor, sure, go give an estimate. BUT, I myself never discuss arrangements / prices / problems that I have with one customer when I am talking to another customer. I would keep discussions with the neighbor confined to the neighbor's own yard.

JMHO.

[HydroBC]

RUN LIKE HELL- YOURE PROBABLY THE 20TH CONTRACTOR SHES GONE THROUGH!!!!

[LCME]

Originally posted by Tvov
A couple comments.

When did you mail her an invoice? Generally, unless a contract states differently, people have up to 30 days to pay. So really you should wait till next month before saying she hasn't paid you.

As to the neighbor, sure, go give an estimate. BUT, I myself never discuss arrangements / prices / problems that I have with one customer when I am talking to another customer. I would keep discussions with the neighbor confined to the neighbor's own yard.

JMHO.

You're correct. I do need to wait 30 days. Thanks for pointing out my mistake.

[LCME]

I gave an estimate to this new customer. They are retired. Mower is broke. Husband has a bad leg. But, hey they live in a million dollar home on 1.5ac. And want me to cut there lawn for $35. I said, sorry but I can only mow/trim/blow for $60 per week. $85 if you just want a one time mow/trim/blow. This property is huge!. With lots of trimming to do. Took me 8 minutes just to walk the lot. They said, sorry to waste your time. We will have to fix the mower. As I was walking away the lady said, can you just mow for $40?. I said, no but will mow only for $50. She said, no thanks do not have enough money. I do not get it. There lawn is 5-6" high because they have not mowed more than a week. And, would not even give me $50 to just mow. I'm puzzled on this one.

[j.p.landscaping]

She wants everything for nothing. Turn around and walk away. It's funny, it's always the ones with tons of money that want everything done for a dollar.

[TREEGODFATHER]

Originally posted by j.p.landscaping
It's funny, it's always the ones with tons of money that want everything done for a dollar.

... and that isn't just with mowing, either! ;)

I'm getting in kinda late on this, but indulge me:

LCME, don't beat yourself up over the underbid. Even seasoned pros do it now and again. You will get better with experience, trust me.

I can tell you that this customer would be more of a p.i.t.a. over time than she's worth- at any price.

As for the mess the ex left? Too bad. I'm not a cleaning service. I get calls all the time from people who've either taken down their own tree or had a "buddy" do it, taken the wood, and left all the brush. Sure, I do brush chipping for my landscapers, but for the homeowners? Faggeddabowdit. Your mess, YOU clean it up.

Written contracts, even lightly worded, go a long way in court. They're the best insurance you'll ever have.

NEVER sell your time short. Your time is the most precious thing you have. It's not like you have unlimited amounts of it. One way or another, it's finite.

Oh, and welcome to the forum!

[LCME]

[QUOTE]Originally posted by j.p.landscaping
She wants everything for nothing. Turn around and walk away. It's funny, it's always the ones with tons of money that want everything done for a dollar. [/

True. I should of ask them if they own a dollar store. LOL

[LCME]

TreeGodFather

Thanks for the input and comments. It's all about the contracts and not to underestimate your time and energy getting the job done. Thanks again.

LCME

[txlawnking]

LCME, i definately agree with the other guys on this one.. Run away from these cheapskates....I've found, dealing with those wealthier than average two interesting points.
1 When talking to them, have a pre concieved "conversation" in mind.. Tell them things to make them fell confident in your ability to do the job.
2 Make them feel as though you are giving them the "deal of the century".. The rich like to keep their money, But careful choice of words and an Authoritative manner of speech can make you appear to be a great asset to them..

3 But in this case.. Run. When the customer has/ and or mentions price.. Before hearing much of what you have to say.. They will usually not be worth wasting another moment of your time with....:(

[LCME]

txlawnking, Thanks for taking the time write your comments. Your input is well taken. This site is awesome. I've learned much in just a few weeks. Thanks to all who have contributed to my questions and comments on this posting. Thanks again LCME

[LCME]

I do not believe it. I got a check for $35 in the mail yesterday. I started charging late fees. And, added in the invoice the possible directions I could take to collect the money. Anyway just an update.