What would you do with this stinker?

[DFW Area Landscaper]

The last few billing cycles, I have been including a little note with the bill that says:

If you are interested in receiving all your future statements by e-mail, we will issue a $10.00 credit to your May billing statement. To get the credit, just send an e-mail to XXX@YYYY.com and indicate that you want to sign up for e-mail billing. Please note, if you accept the $10.00 credit, we will not be sending out any more statements via US Postal Service.

So one of my customers responds with this e-mail:

We would like to start receiving our billing statements via email. Also, we would like for you to mow every other week until the beginning of May and then every week thereafter. We are very pleased with your services. We no longer have the credit card you have on file so please email us our bill monthly and we will submit a check. It is possible that we may give you another credit card number in the future but for right now we will pay by check. Thanks so much.

The customer has been with us for about 10 months. Never a decline on the credit card.

Two issues:

1.) Wants credit from my company instead of the bank. Probably would pay, but you never know. Why doesn't she have a credit card anymore? Is this a red flag?

2.) The customer is making up a service I don't offer. My weekly customers go weekly from late March through October 1...then every other week from October 1 through November 11. Bi-weekly customers are prohibited from fertilizing the lawn between May 1 and September 1. Of course, if a new customer signs up for bi-weekly service today and then contacts me to switch to weekly service on May 1, I would have no problem with that. Should I allow the switch up when the customer wants it?

What would you do? Very interested to hear what other LCO's recommend.

Later,
DFW Area Landscaper

[lawnguyland]

It depends on the client and if it's an easy job that always pays (I don't take credit cards, but we'll assume the client pay). If it's on your route or it's the neighbor of other customers already it may be worth keeping. If it's out of the way I'd say see ya later to that. That's why I say it depends, I might keep this one if it's not out of the way.

[DLCS]

If you don't offer the service, tell her you don't offer the service. I would say weekly only or find someone else.

[Mueller Landscape Inc]

Stick with your policy and drop her if you must.

[Gene $immons]

If you won't accomodate her needs, somebody will.

I accept 100% checks and have never been burned.

Most of our weekly maintenance begins at the first of May.

I can easily see why you have so many issues with company growth.

Stop trying to be Jim Lewis... Stop trying to be justmowit. Find your own nitch.

[all ferris]

I never make exceptions for just one customer. I guess I'm kinda like bobby in a way. Its like when a customer asks me to cut at a different height I tell them no.

DFW, I would tell her that you will not change your service.

[Smalltimer1]

She may have lost the previous card or it could have been stolen.....that's something no one will know except her.

Maybe you should offer to accept PayPal for lawn services??? Just a thought.........

[tonygreek]

1.) Why doesn't she have a credit card anymore? Is this a red flag?
2.) Should I allow the switch up when the customer wants it?
1.) there are any number of reasons, with a leading one being a move to reign in their finances. any financial adviser would make this the first recommendation when it comes to personal budgeting.

2.) since you are growing, and want uniform accounts, you might as well drop them, however... it's a customer that's been with you and so far so good. weigh the revenues gained over the whole and then take out the stretch where it's every other week until may and decide whether it's worth it. i'd think it is just for the referrals and visibility of your truck driving up and down the street. if they are late the first month, then i'd view that as an actual red flag.

tony

[DFW Area Landscaper]

++++Most of our weekly maintenance begins at the first of May.++++

How the heck do you build a business that doesn't start weekly mowings until May 1st? I'm getting 32 cuts per year out of a weekly account, and that includes the spring scalp. If I waited until May 1st, that number would drop from 32 cuts per year to 28. It's hard enough having zero demand for 38% of the year. Stretching the zero demand to 46% is something I don't even want to think about.

Later,
DFW Area Landscaper

[Precision]

why not suggest to use auto debit from her debit card. Sell it an not having to write the check. Same account, but you control when you get the money. If she has a checking account then she has or can get a free debit card.

about making up your own schedule for mowing, I am realy hesitant on that. Besides with 135,000 flyers what is this one account worth. I am thinking very little.

[plateau lawn care]

She probly still has the card she just told you that but none the less either cut the way she wants it or drop her if you can take the loss its your bussiness

[old dog]

++++Most of our weekly maintenance begins at the first of May.++++

How the heck do you build a business that doesn't start weekly mowings until May 1st? I'm getting 32 cuts per year out of a weekly account, and that includes the spring scalp. If I waited until May 1st, that number would drop from 32 cuts per year to 28. It's hard enough having zero demand for 38% of the year. Stretching the zero demand to 46% is something I don't even want to think about.

Later,
DFW Area Landscaper
Some of us survive on a lot less cuttings than 32!It could be a temporary thing
like change in jobs,surgery,any number of things.If you are worried about getting paid,tell the client your concerns.Then agree to thse terms(this year)
and let her know a late check or slow payment is a red flag.

[DFW Area Landscaper]

This is how I think I'll reply:

We are glad to give you a $10 credit on your May billing statement. All future statements will be sent via e-mail.

This year, we are not accepting any new customers unless they give us a valid credit card for automatic payment purposes. There are several reasons for the change up, including better cash flow, but the real reason is this: Since we started this business three years ago, history tells us that when we extend credit, 35% of the people won't pay us on time and in the end, 8% of our accounts receivable will be written off to bad debt.

Since we have never had a decline on your card, and you've been with us for a while, we will agree to send you a statement once a month. Each statement is due within 23 days from the statement date and we will not waive the $29 late fee under any circumstances. The finance charge on a past due bill is 1.5% per month. Service will be suspended immediately if the account becomes past due.

We would prefer that you place a credit card on file for automatic payment purposes, but we are willing to bend on this issue because you are an established customer who has never had a declined card.

The cut we did on Saturday was the spring scalp. The bermuda is not really growing yet. Your account is not scheduled for service again until Thursday, March 24th.

Our regular weekly service starts the week of March 21 and goes weekly through October 1. On October 1, we automatically convert all of our weekly clients to every other week until November 11. Our bi-weekly customers go every other week from March 21 through November 11 and are prohibited from applying fertilizers during May, June, July & August.

We really need you to select either weekly service or bi-weekly service. If you select bi-weekly service, we'll need to either cancel your fertilizer program or ammend it to our special fertilizer program, which doesn't include the two summer fertilizer apps.

If you require bi-weekly service from now until May 1st, we can do that for you, but it will require a little more effort on your part. Our business is growing rapidly and our scheduling software only allows for either weekly service or bi-weekly service on the schedule listed above. If you want to do what you are requesting, you will need to contact our office twice a year. Once in the spring to change your service from weekly to bi-weekly and change your fert program from 6 apps per year to 4. Then, when you are ready for weekly service, you will need to contact us again to switch everything back.

Details of our regular service offerings can be found here: www.meierslandscape.com

Later,
DFW Area Landscaper

[txlawnking]

Talk to her and see if you can figure out a solution. Seeing how she's been with you for a while now, I imagine she's probly worth the time to try and work out a deal. I would be firm about the scheduling though..
Maybe if she was a new customer, and maybe if you had already had beef with her, then I'd just let her go.

BTW, I probly wouldn't be so wordy with the deal you posted above^^^...

[mowerman90]

Thank God I'm located in FL and don't have to put up with people that want every other week and only 32 cuts per year. Read to yourself the post you just posted and realize how much trouble you're going throught for this 1 customer. What if 10 customers wanted this? The point I'm trying to make is that YOU OWN THE BUSINESS! Run it the way YOU want to and not the way your customers want you to. You don't negotiate with the elec company do you? Your customers shouldn't be able to negotiate with you. Tell them this is how you run your business, take it or leave it, and then move on. Everyone should be standardized, for lack of a better explanation. It makes things so much easier on you. Especially as you grow.

[bobbygedd]

I never make exceptions for just one customer. I guess I'm kinda like bobby in a way. Its like when a customer asks me to cut at a different height I tell them no.

DFW, I would tell her that you will not change your service.
no sir, you are not like me (now don't cry). i would have slapped her with a stupid request surcharge, and told her no way on the every other week.

[PTP]

Yes ma'am, I would be happy to change your service to every other week. The new cost per mow will be $X. Also, one of the main reasons that we are able to keep our prices low is because of the credit card billing. It really saves us a lot of office time. If you like, we can do monthly billing but it will be an extra $X.

[HOOLIE]

I wouldn't let her get away with the every other week thing, but I would accept checks from her. You've done business with them for a year, that's enough time for someone to establish themselves as a good customer. From my experiences, almost every late-payer/deadbeat type shows their true colors from Day One.

[Gene $immons]

The Bermuda here does not need weekly cutting in April. About May 1st is when it is getting weekly attention. I guess it grows faster in Dallas. I offer more than maintenance, so money is not a problem, thanks though.

We average 26 cuts a year. No complaints.

[dvmcmrhp52]

Has anyone ever heard of flexibility?
The woman isn't asking for blood or your first born.

I am sincerely amused when I listen to all of this "screw you customer I make the rules and you do as I say."


Anyone ever hear of customer service?
And everyone wonders why they all look for the cheap pricing.
Why not,When even if they pay the high price they still cannot expect "service."

No wondering for me, I know why we are buying mowers and others are complaining about how terrible the business is ....................................... :rolleyes:

[Gene $immons]

That letter that DFW wants to give her is so thick and heavy that she wont read three sentences of it before saying
"lets get someone else to do the lawn"

good business

[DFW Area Landscaper]

As you can see, a lot of various responses, from drop the beeyotch to do whatever she asks and be greatful for the business.

I fired off that e-mail yesterday morning. I told her I would keep her on our weekly schedule. So far, I haven't heard back from her.

I am trying to become more and more like Justmowit, only with a full service option. I admire their "this is how it is, take it or leave it" approach. I am almost certain those guys would tell this customer the credit card is a deal breaker and that if she wanted to skip a cut, she would have to let them know the week of the cut.

As for me, I don't allow skipping. All of my customers have agreed to this. Even the one above. If she's willing to jump through the hoops I described above to skip cuts in April, fine...I'll do it.

I don't mind credit-worthy customers sending me checks. It's cheaper then paying the credit card fees. The fact that her card was never declined leads me to believe she's probably credit-worthy, so I'm taking the chance on this one. But I will not forego the credit card under any circumstances for a new customer.

BTW: It's nice to go out and gross a grand on Friday and have the authorizations by noon on Saturday and the cash on Tuesday. Very nice feeling.

Later,
DFW Area Landscaper

[marko]

DFW. Could be that she refinanced to a lower rate on a different card (consolidated). I would hit her up for the new card # and stand your ground. If you are building your customer base now, I understand having to bend the rules to get the customers. Down the road when you have your customer base, you want a firm policy and tell the customer, sorry, to bring you the service we do at the price we do, we have policies in place to get you the best price.

[BSDeality]

i swear some of you guys think you are running national corporations with the 100,001 rules and regulations that have to be followed to a "t". you're running a landscape company. not a goddamn corporation. Certainly i understand you all want to get paid, but losing a customer because your're forcing them to pay INTEREST ON A CREDIT CARD on top of your monthly fee is freaking rediculous.

a little flexibility goes a long way with a customer. i have one lady who doesn't get paid til 3 days after her monthly invoice is due., do you think i care that her check roles in 6 days after its due? no. i don't.

edit, btw, if you ever hinted at the fact that me (a customer) paying you by check instead of CC is a 'red flag' for getting burned. i'd drop you like yesterdays diapers.

[Mueller Landscape Inc]

i swear some of you guys think you are running national corporations with the 100,001 rules and regulations that have to be followed to a "t". you're running a landscape company. not a goddamn corporation. Certainly i understand you all want to get paid, but losing a customer because your're forcing them to pay INTEREST ON A CREDIT CARD on top of your monthly fee is freaking rediculous.

a little flexibility goes a long way with a customer. i have one lady who doesn't get paid til 3 days after her monthly invoice is due., do you think i care that her check roles in 6 days after its due? no. i don't.

edit, btw, if you ever hinted at the fact that me (a customer) paying you by check instead of CC is a 'red flag' for getting burned. i'd drop you like yesterdays diapers.

Your website says that you charge 15% on late invoices. Maybe you do care a little.

No one has to pay interest on a CC if they paytheir bill off every month. So if they intended to pay the lawnservice on time, they should be able to pay the bank on time.... therefore no interest.

Issuing free credit to you customers will stagnate your growth unless you have lots of working capital and the ability to get more working capital for future growth. Cash flow is King!!! Having a system set up to eradicate late payers is smart.

If you insisted on paying by check, I would not take you on as a customer.

[BSDeality]

sure, i say i invoke 15%. ive only had to invoke it on a few people who were problem clients. i use my judgement to decide whether or not to charge the late fees.

to each his own.

[dvmcmrhp52]

Your website says that you charge 15% on late invoices. Maybe you do care a little.

No one has to pay interest on a CC if they paytheir bill off every month. So if they intended to pay the lawnservice on time, they should be able to pay the bank on time.... therefore no interest.

Issuing free credit to you customers will stagnate your growth unless you have lots of working capital and the ability to get more working capital for future growth. Cash flow is King!!! Having a system set up to eradicate late payers is smart.

If you insisted on paying by check, I would not take you on as a customer.


The ONLY thing that gets paid by credit card by me is a purchase on the internet and sometimes not even then.

Controlling credit card use is a SMART thing for consumers to do, you folks that think credit cards are the only way to go are the folks stifling your own business.

I would like to reiterate what was said above................
These ain't no damn national billion dollar corporations, YOU CUT LAWNS!

Offering credit card payment is an ADDED payment option not
the only available option.

Please show me a business that ONLY accepts Credit cards....................Other than porn sites.

:alien:

[Gene $immons]

DFW - Please do keep us updated on if she stays or goes. Don't lie now.

[dvmcmrhp52]

BTW: It's nice to go out and gross a grand on Friday and have the authorizations by noon on Saturday and the cash on Tuesday. Very nice feeling.

Later,
DFW Area Landscaper





Aren't you the guy that couldn't make it last season?
Had no customers?
Now your doing a grand on a friday and telling customers to go screw?


Hmmm.

[Mueller Landscape Inc]

The ONLY thing that gets paid by credit card by me is a purchase on the internet and sometimes not even then.

Controlling credit card use is a SMART thing for consumers to do, you folks that think credit cards are the only way to go are the folks stifling your own business.

I would like to reiterate what was said above................
These ain't no damn national billion dollar corporations, YOU CUT LAWNS!

Offering credit card payment is an ADDED payment option not
the only available option.

Please show me a business that ONLY accepts Credit cards....................Other than porn sites:alien:.

Paying off the CC each month is the SMART thing to do. As to stifling my own business? No! Requiring CC"s was one of the smartest policies I ever implemented. This is based on experience of operating both ways.

In my area all of the gyms require auto debit for their fee's.

If you want to wait for your money by giving away free credit, then so be it. But I never have a problem with getting paid on time. I never have slow pays. I never chase my money through collections. And I have funds being deposited into my business account every single business day.

Oh and I own a money making machine, it's called a business.

[DFW Area Landscaper]

++++Requiring CC"s was one of the smartest policies I ever implemented. This is based on experience of operating both ways++++

Me too. I couldn't have said it any better myself.

Later,
DFW Area Landscaper

[Gene $immons]

How many regular maintenance customers do you have DFW

5?

[amw]

I would like to reiterate what was said above................
These ain't no damn national billion dollar corporations, YOU CUT LAWNS!

Offering credit card payment is an ADDED payment option not
the only available option.

Please show me a business that ONLY accepts Credit cards....................Other than porn sites.

:alien:

I totaly argee with you on the check issue...but your comment "national billion dollar corporations, you cut lawns..

with an attatude like that cutting lawns is all you will do...

can i call a heating and cooling company up, have them come out and then tell them how to run their biz.....ya i CAN...but their going to laugh...

or

do i go to the customers job and tell them how to do their job, or run thier biz....

what is the point of havin a policy/rule...if you dont use/inforce it?

[karen1122]

The comments here seem to be missing on thing - What is your business strategy? Remember there are only 2 that apply to an LCO: the low cost producer and a differentiation strategy. Both have separate customers that they are trying to target.

JustMowIt has targeted volume through a low cost model and included low price as his bag to create demand (which he seems to have done quite impressively) Here managing the logistics is critical to protect his margins and requiring a credit card minimizes his risk.

Most other mid-size LCO's I have seen use a differentiation strategy where their reputation, quality of service provided, timeliness, additional services offered, etc. differentiate themselves from the competition. If you are trying to provide better service and be more convenient to your customer base is it wise to restrict their payment options?

Pick one strategy and design your business practices around it. History has shown that an unclear strategy is a key factor in businesses failing.

[dvmcmrhp52]

I totaly argee with you on the check issue...but your comment "national billion dollar corporations, you cut lawns..

with an attatude like that cutting lawns is all you will do...

can i call a heating and cooling company up, have them come out and then tell them how to run their biz.....ya i CAN...but their going to laugh...

or

do i go to the customers job and tell them how to do their job, or run thier biz....

what is the point of havin a policy/rule...if you dont use/inforce it?




Call it what you like, it is STILL lawncare, not rocket science.
The problem is having the policy/rule in the first place.
By restricting payment to credit cards only, you lose a whole vast majority of the market who is not interested in that payment option. With the abuses of credit card fraud and identity theft these days I fully agree. You wouldn't get my card number to cut my lawn. Period.


By the way, I already do much more than just cut lawns...........
Know how that happened?
It's called CUSTOMER SERVICE.

[dvmcmrhp52]

The comments here seem to be missing on thing - What is your business strategy? Remember there are only 2 that apply to an LCO: the low cost producer and a differentiation strategy. Both have separate customers that they are trying to target.

JustMowIt has targeted volume through a low cost model and included low price as his bag to create demand (which he seems to have done quite impressively) Here managing the logistics is critical to protect his margins and requiring a credit card minimizes his risk.

Most other mid-size LCO's I have seen use a differentiation strategy where their reputation, quality of service provided, timeliness, additional services offered, etc. differentiate themselves from the competition. If you are trying to provide better service and be more convenient to your customer base is it wise to restrict their payment options?

Pick one strategy and design your business practices around it. History has shown that an unclear strategy is a key factor in businesses failing.




Good post Karen.

[Mueller Landscape Inc]

I have had 1 potential customer balk at the CC in the last 22 that I have added to our routes in the last 2.5 weeks. When I began this policy, I was concerned that the number of folks that would decline would be much higher. That did not turn out to be the case. It has been very successful, based on 22 years of customer service in this field.

Identity fraud can be done with checking account numbers too. When someone pays by check, they are giving you their checking account number and showing you what their signature looks like. Hmmmm???

When folks make claims about the "vast majority of the market" or what the "problem" might be, it would be more believable if they actually had experience with the policy they are criticizing (in other words, you implemented this policy and lost market share). Otherwise you are just giving an opinion based on ignorance.

[dvmcmrhp52]

I have had 1 potential customer balk at the CC in the last 22 that I have added to our routes in the last 2.5 weeks. When I began this policy, I was concerned that the number of folks that would decline would be much higher. That did not turn out to be the case. It has been very successful, based on 22 years of customer service in this field.

Identity fraud can be done with checking account numbers too. When someone pays by check, they are giving you their checking account number and showing you what their signature looks like. Hmmmm???

When folks make claims about the "vast majority of the market" or what the "problem" might be, it would be more believable if they actually had experience with the policy they are criticizing (in other words, you implemented this policy and lost market share). Otherwise you are just giving an opinion based on ignorance.





Ignorance?
I doubt it, but have at it sunshine................

As for experience you are defending a guy in Texas who has no experience.

Identity fraud with checking account numbers can be done, question is, do you keep copies of checks like you do a C.C. number?
Hmmm.

By the way, Southern California is hardly comparable to the rest of the country in real terms.

[Mueller Landscape Inc]

Ignorance?
I doubt it, but have at it sunshine.................

I have no idea what that means?

As for experience you are defending a guy in Texas who has no experience.
No, I am defending my own policy.

Identity fraud with checking account numbers can be done, question is, do you keep copies of checks like you do a C.C. number?
Hmmm..
I suppose that if I wanted to commit fraud, I could do any number of thing.

By the way, Southern California is hardly comparable to the rest of the country in real terms.
Again, I do not know what you mean? Is this suppose to be a slam? Or is this your attempt to dismiss my point of view? I suspect that many LCO's could benefit from a similar policy.

[dvmcmrhp52]

I have no idea what that means?


No, I am defending my own policy.


I suppose that if I wanted to commit fraud, I could do any number of thing.


Again, I do not know what you mean? Is this suppose to be a slam? Or is this your attempt to dismiss my point of view? I suspect that many LCO's could benefit from a similar policy.




No longer worth arguing over.................
You basically called me ignorant. If you'd like to believe that to justify your viewpoint go ahead. I'm hardly ignorant.

Credit card fraud is the most prevelant type of fraud, to suggest otherwise is silly.

Southern California is hardly a representative example of the way the rest of the country thinks or acts. It's just plain fact. Take it as a slam if ya like, but it is just simple fact.

[tonygreek]

Identity fraud with checking account numbers can be done, question is, do you keep copies of checks like you do a C.C. number?
Hmmm.
i've agreed with some of your points, but this is just incorrect. for some reason, consumers are conditioned to think a credit card number in the wrong hands is the end-all of consumer fraud, when in fact it's the opposite. credit card theft is easily correctable, and better protected by the card issuer, but if your check, and it's account and routing numbers fall into the wrong hands, you could be brought to your financial knees in an hour, and banks are much more difficult to deal with on these problems.

this is the reason that consumer advocates have for years pushed for the atm debit cards (with the visa/mastercard logos) to have the same $50 (or whatever) protection deductable that "real" credit card owners received. that is just now rolling out. one card drains your checking account, the other "drains" your credit card issuer, and not you. which is worse? now add your bank's routing and account numbers into the mix. when it comes to fraud, it's no comparison for the consumer.

[dvmcmrhp52]

i've agreed with some of your points, but this is just incorrect. for some reason, consumers are conditioned to think a credit card number in the wrong hands is the end-all of consumer fraud, when in fact it's the opposite. credit card theft is easily correctable, and better protected by the card issuer, but if your check, and it's account and routing numbers fall into the wrong hands, you could be brought to your financial knees in an hour, and banks are much more difficult to deal with on these problems.

this is the reason that consumer advocates have for years pushed for the atm debit cards (with the visa/mastercard logos) to have the same $50 (or whatever) protection deductable that "real" credit card owners received. that is just now rolling out. one card drains your checking account, the other "drains" your credit card issuer, and not you. which is worse? now add your bank's routing and account numbers into the mix. when it comes to fraud, it's no comparison for the consumer.




Your points are valid, however it is still the credit card that gets the most abuse. As more and more electronic checks are used I suspect it will equalize but that is just now becoming a popular trend.

[Mueller Landscape Inc]

No longer worth arguing over.................
You basically called me ignorant. If you'd like to believe that to justify your viewpoint go ahead. I'm hardly ignorant..
Well then please state your experience with a policy of "CC only" and losing market share...

Credit card fraud is the most prevelant type of fraud, to suggest otherwise is silly..
See previous post.

Southern California is hardly a representative example of the way the rest of the country thinks or acts. It's just plain fact. Take it as a slam if ya like, but it is just simple fact.
More ignorance based on stereotype. Straw-man attack?

I think you would have a better argument if you chose generational gaps to define what a certain group would and would not do.

[Mueller Landscape Inc]

Your points are valid, however it is still the credit card that gets the most abuse. As more and more electronic checks are used I suspect it will equalize but that is just now becoming a popular trend.

Well then, how will we ever get paid now??? No CC's, no checks, Maybe we will just trade for stuff?

Ok I admit, now I am just being an ass.

[dvmcmrhp52]

Well then, how will we ever get paid now??? No CC's, no checks, Maybe we will just trade for stuff?

Ok I admit, now I am just being an ass.





Of course every one is ignorant that isn't from California, that is an expected mindset.
And you are correct, you are being an ass.



Generational gaps?
O.K.
And of course you know all and my 42 years upon this earth have been meaningless. Yup.

[Mueller Landscape Inc]

Of course every one is ignorant that isn't from California, that is an expected mindset.
And you are correct, you are being an ass.



Generational gaps?
O.K.
And of course you know all and my 42 years upon this earth have been meaningless. Yup.

Do you have any substance to add to this discussion? Or just opinion with no experience? I am still waiting for you to share YOUR experience with regard to implementing a policy of only accepting credit card for payment. You made some prior bold statements and have offered absolutely no factual basis to back up any of your claims. And still you continue to try and dismiss me because I live in California. Pathetic!!! Seems to me you postition is weak and you are choking on your ego.

[DFW Area Landscaper]

Well,

Gene was right. I got fired. Stand up for yourself in this industry and a lot of customers will not tolerate it.

++++Thanks for your reply. After much consideration, XXXXX & I have decided that we will no longer be needing your service. Thanks again+++++

So I responded,

XXXX,

Sorry to lose your business. If you ever need our services again, please give us a call. You've been a good customer.

We'll send you a bill for the cut we did on Saturday.

Thanks,
MM

Oh well. She wants to dictate the mowing schedule and the payment terms. I was willing to bend a little for this one, but she's decided to fire me anyway.

Looking back, I showed weakness last summer and that's why she expects to be able to schit all over me now. Last year, she signed up for weekly service but she wasn't on our fert plan. I conducted a study last summer and found that customers who took both the fert plan and mowing were much more likely to stay with us long term. So I offered three weekly mowing customers six months worth of free fert service just to get them on the plan. We saw dramatic improvement with their lawns. But I've already been fired by one of them. The other two are still with me. The lesson learned is, I won't be doing that ever again.

Looking back now, I can see that the customers who take the fert plan and pay for it understand that having a nice lawn costs more. The only reason a customer would decline a fert plan is because they're cheap. The lesson here is that you can't convert a cheap-azz into a good customer. And if you try to do that by giving away a product, it will probably blow up in your face.

I am finding that you can't start defending and bending your policy either. It's a sign of weakness. Just like TJ said yesterday, once they sense weakness, they'll eat you alive. Just tell the customer the policy. If they like it, fine. If not, see ya.

Later,
DFW Area Landscaper

[PROCUT1]

Holy geez........... You have to be somewhat flexible in this business....


You and TJ do NOT have the same business model.......... Theirs works because they are not full service...... They also, from what it seems offer either low end market or below market prices.....

If youre charging less than your competition and the customer wants to keep that low rate they have to abide by your policy in exchange for the low price...


If youre charging the " going rate " so to speak.......Then you cant expect your customers to jump through your hoops when they can call someone down the street that will do the same job at the same price and accept a check.........

You complain about so many aspects of this business and most of these problems you bring on yourself....

I maintain almost 500 residentials weekly and my business is 90% res 10% comm...... Mostly maintenance

I completely agree that cashflow and late payers are a huge problem....

I have the same policy that I take a credit card on file.... JUST IN CASE.....

You make post after post how your own policies keep biting you in the ass.....


YOULL LOSE $600.00 ON A MULCH JOB TO TRY AND KEEP A $35.00 LAWN........BUT YOU WONT ACCEPT A CHECK FROM A CUSTOMER THAT HAS A GOOD PAY HISTORY WITH YOU???????? I DONT GET IT!!!!!!!

Remember...... LCOS ARE A DIME A DOZEN....... EVEN ONES THAT DO A GOOD JOB........ If you dont accomodate your customers,,,,,,, there will be plenty of flyers in/on/taped to/ attached/ in the flag/on the pole of their mailboxes this year of guys that will......

[PROCUT1]

picked one up yesterday.... Customers complaint........previous lco wouldent let her leave a check under the mat everyweek......she likes to pay weekly.....he told her he didnt have time to stop and get a check everyweek../...... MAYBE HE READ ONE OF THE THREADS ON HERE THAT SAY YOURE A "SCRUB" IF YOU PICK UP A CHECK FROM A MAT........

IM MORE THAN HAPPY WHEN THE CREWS COME IN AT THE END OF THE DAY AND EACH HAND ME A COUPLE OF HUNDRED DOLLARS IN CASH/CHECKS.....

Another one....... By the looks of this ladys grass.......there was no way that it would grow enough to be cut every week....... Her previous LCO insisted on every week........ His charge.... 30 weekly... Me 45 every two weeks........

IT DOSENT THROW OFF MY SCHEDULE TO ADD IN ANOTHER 15 MINUTE LAWN EVERY OTHER WEEK.......

ONE TIME CUTS........... I LOVE THOSE.........STOP THE CREW CALL THE OFFICE AND SURE.......WE'LL CUT IT RIGHT NOW.....YOU PAY RIGHT NOW......
There's another $45 that I didnt have earlier that day...... Give the customer a card.......put him on your mailing list......keep in touch........and youll be the only guy he thinks of when he gets fed up mowing his own lawn........

[dvmcmrhp52]

Do you have any substance to add to this discussion? Or just opinion with no experience? I am still waiting for you to share YOUR experience with regard to implementing a policy of only accepting credit card for payment. You made some prior bold statements and have offered absolutely no factual basis to back up any of your claims. And still you continue to try and dismiss me because I live in California. Pathetic!!! Seems to me you postition is weak and you are choking on your ego.





Weak positions?
Choking Egos?
No factual basis?
Pathetic?
Opinion and no experience?


Hmmmm...................
Appears your ego is the one in need of a little more subterfuge just to make it seem credible.
I'll no longer respond to your childish bovine excrement.
Have a nice day.

[dvmcmrhp52]

Holy geez........... You have to be somewhat flexible in this business....


You and TJ do NOT have the same business model.......... Theirs works because they are not full service...... They also, from what it seems offer either low end market or below market prices.....

If youre charging less than your competition and the customer wants to keep that low rate they have to abide by your policy in exchange for the low price...


If youre charging the " going rate " so to speak.......Then you cant expect your customers to jump through your hoops when they can call someone down the street that will do the same job at the same price and accept a check.........

You complain about so many aspects of this business and most of these problems you bring on yourself....

I maintain almost 500 residentials weekly and my business is 90% res 10% comm...... Mostly maintenance

I completely agree that cashflow and late payers are a huge problem....

I have the same policy that I take a credit card on file.... JUST IN CASE.....

You make post after post how your own policies keep biting you in the ass.....


YOULL LOSE $600.00 ON A MULCH JOB TO TRY AND KEEP A $35.00 LAWN........BUT YOU WONT ACCEPT A CHECK FROM A CUSTOMER THAT HAS A GOOD PAY HISTORY WITH YOU???????? I DONT GET IT!!!!!!!

Remember...... LCOS ARE A DIME A DOZEN....... EVEN ONES THAT DO A GOOD JOB........ If you dont accomodate your customers,,,,,,, there will be plenty of flyers in/on/taped to/ attached/ in the flag/on the pole of their mailboxes this year of guys that will......





Ah yes, the voice of sanity...................

[Gene $immons]

picked one up yesterday.... Customers complaint........previous lco wouldent let her leave a check under the mat everyweek......she likes to pay weekly.....he told her he didnt have time to stop and get a check everyweek../...... MAYBE HE READ ONE OF THE THREADS ON HERE THAT SAY YOURE A "SCRUB" IF YOU PICK UP A CHECK FROM A MAT........

IM MORE THAN HAPPY WHEN THE CREWS COME IN AT THE END OF THE DAY AND EACH HAND ME A COUPLE OF HUNDRED DOLLARS IN CASH/CHECKS.....

Another one....... By the looks of this ladys grass.......there was no way that it would grow enough to be cut every week....... Her previous LCO insisted on every week........ His charge.... 30 weekly... Me 45 every two weeks........

IT DOSENT THROW OFF MY SCHEDULE TO ADD IN ANOTHER 15 MINUTE LAWN EVERY OTHER WEEK.......

ONE TIME CUTS........... I LOVE THOSE.........STOP THE CREW CALL THE OFFICE AND SURE.......WE'LL CUT IT RIGHT NOW.....YOU PAY RIGHT NOW......
There's another $45 that I didnt have earlier that day...... Give the customer a card.......put him on your mailing list......keep in touch........and youll be the only guy he thinks of when he gets fed up mowing his own lawn........


This needs to be framed and hung on everyones wall. This is the perfcct way to make money, lots of extra money. SAYING YES TO YOUR CUSTOMERS (within reason) MAKES YOU MORE MONEY. THE WHOLE IDEA.

[HOOLIE]

Yes, very nicely said, PROCUT1.

Bottom line, a company's rules and policies should exist for a reason, and should HELP you make money. You don't want your policies to hurt your ability to make money. There's always a fine line in there somewhere, you just have to find it.

[Mueller Landscape Inc]

Weak positions?
Choking Egos?
No factual basis?
Pathetic?
Opinion and no experience?


Hmmmm...................
Appears your ego is the one in need of a little more subterfuge just to make it seem credible.
I'll no longer respond to your childish bovine excrement.
Have a nice day.

You are a man with many words but not much to say.

[Mueller Landscape Inc]

Holy geez........... You have to be somewhat flexible in this business....

If youre charging the " going rate " so to speak.......Then you cant expect your customers to jump through your hoops when they can call someone down the street that will do the same job at the same price and accept a check.........

I completely agree that cashflow and late payers are a huge problem

This is a good post! But it has not been my experience. In fact, My residential service would be considered on the high side compared to most and I get the CC number 95% of the time with no hassle. It's charged the day the work is recorded. That being said, I think that a company needs to be consistent with its policies and not waiver, but be willing to reconsider those same policies if they affect the business in a negative way. It's called adapting to the market. My motive for my CC policy was to stop slow and non payers, create better cash flow, and growth. It has worked very well.

[stumper1620]

Holy geez........... You have to be somewhat flexible in this business....


You and TJ do NOT have the same business model.......... Theirs works because they are not full service...... They also, from what it seems offer either low end market or below market prices.....

If youre charging less than your competition and the customer wants to keep that low rate they have to abide by your policy in exchange for the low price...


If youre charging the " going rate " so to speak.......Then you cant expect your customers to jump through your hoops when they can call someone down the street that will do the same job at the same price and accept a check.........

You complain about so many aspects of this business and most of these problems you bring on yourself....

I maintain almost 500 residentials weekly and my business is 90% res 10% comm...... Mostly maintenance

I completely agree that cashflow and late payers are a huge problem....

I have the same policy that I take a credit card on file.... JUST IN CASE.....

You make post after post how your own policies keep biting you in the ass.....


YOULL LOSE $600.00 ON A MULCH JOB TO TRY AND KEEP A $35.00 LAWN........BUT YOU WONT ACCEPT A CHECK FROM A CUSTOMER THAT HAS A GOOD PAY HISTORY WITH YOU???????? I DONT GET IT!!!!!!!

Remember...... LCOS ARE A DIME A DOZEN....... EVEN ONES THAT DO A GOOD JOB........ If you dont accomodate your customers,,,,,,, there will be plenty of flyers in/on/taped to/ attached/ in the flag/on the pole of their mailboxes this year of guys that will......
I sure wish DFW was in my area. I could use the added clients.
I have no problem with accommodating reasonable request.
I have policies too, but mine revolve around customer satisfaction & service,
losing a model customer over paying by check has got to be the dumbest possible business policy I have ever heard of!! :dizzy: :laugh: :laugh:
I would have a hard time competing with 600 buck worth of free work. :laugh: :laugh: :laugh:

[wrestlingcoach]

I am an Oklahoma guy and I sure wish he would take off his O-state emblem
makes us look back