should I refund an unhappy lawn customer

[kebrowns]

I got a new customer who before I even started her yard I told her about my wife is expecting anytime now. While doing her yard the last thing needed to be done was the edging. My edger broke and explained that I have to come back the next day. However, my wife began to have complications when I was suppose to return and finish the edging. In a nut shell I tried to explain this to the customer on three occasions but she wasn't buying it and cancelled my service all together. should I refund her?
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[gcbailey]

uh........no

[Dr.NewEarth]

ENJOY YOUR FAMILY.
WALK AWAY from the P.I.T.A. AND DON'T LOOK BACK.

[KrayzKajun]

Originally Posted by Dr.NewEarth

ENJOY YOUR FAMILY.
WALK AWAY from the P.I.T.A. AND DON'T LOOK BACK.

Bingo. I will not work for someone who has no respect for me. My family comes first.

[OnaLawn]

No not at all.....you explained your situation with your wife. That customer doesn't have a heart so keep the $. She canceled so you don't have to edge. Just thank her for her letting you do business with her and move on.
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[Patriot Services]

But when a family emergency happens with a customer and the check is late.......well you guys know what a double standard is.
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[jsslawncare]

Ditto. I agree completely with Krayz.

[kebrowns]

In your reference to double standard. If the customer has an emergency I would deal with that situation with some sensitivity as I have done before.
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[Patriot Services]

Originally Posted by kebrowns

In your reference to double standard. If the customer has an emergency I would deal with that situation with some sensitivity as I have done before.
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I meant most of us would respond like humans.
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[Duekster]

I would discount with a nice letter. Your problems are not her concern really.

I apologize. We want each person we do business with to walk away feeling satisfied, and that apparently didn’t happen in your case. Please give us another chance; we want to make things right.

Although we try to cover all the bases, we aren’t perfect. We depend on customer feedback to let us know where we can improve. Please contact me at your convenience so we can discuss this further. I do hope you accept our apology and see fit to do business with us again.

At the same time I would let all your clients know you have a new addition too. Take some pictures and send them out as post cards saying thank you for being a loyal client. At times I think I get to know my clients too well. They call me and fuss at me... I do my best to fix it.

Granted, I allow time for this too happen. You should have done more to get the job done. There are times when I do not care what happens but I make it right. One of the problems of being solo frankly