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Old 07-02-2013, 11:00 PM
ExmarkBoy ExmarkBoy is offline
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Join Date: Jun 2013
Location: Indiana
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Customers who ditch you

I got a text yesterday saying that one of my customers had found a different lawn service for their needs. This was only the second customer I have ever lost in 3 years of business. I had called the guy and asked him if I could let his grass go some extra days so that it wouldn't get as much summer burnout. He said that would be fine. He called and asked if I could come and mow, I said I could in a 3 days (yesterday). He said that would be great if I could mow on monday. I got there and his lawn was mowed. I figured he had time and just decided to do it himself (he likes to, but doesn't have the time). Then that afternoon he texts me and says that they switched lawn services and thanks for what I had done for him this far. Please share your thoughts and your own stories of times when your customers cancelled without any sort of warning signs. I look forward to what everyone will post. This might end up with some funny stories...
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Old 07-02-2013, 11:22 PM
Jaybrown Jaybrown is offline
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Location: Toronto Ontario
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Customers who ditch you

One lady said the lawn looked good for 2-3 days after I cut it but then she said it would grow in all uneven. Here it's been the 6th rainiest June ever and the have many dips and low areas where
water would sit. You don't need these people. They end up being a pain.
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Old 07-02-2013, 11:22 PM
Jaybrown Jaybrown is offline
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Customers who ditch you

You don't want someone that isn't willing to comunicate or understand within reason
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Old 07-02-2013, 11:28 PM
ExmarkBoy ExmarkBoy is offline
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Quote:
Originally Posted by Jaybrown View Post
You don't want someone that isn't willing to comunicate or understand within reason
Very true, they become a real pita. However, I will say that he said frequent communication is very important to him, and I will admit I wasn't quite a good as that these last couple of weeks. But I also was giving to some of my new customers as thank you's a book of 6 mikes express car washes, and not a full week after I gave the guy his (which he wasn't even really expecting to get) he discontinues service. Maybe I'm just ranting a little bit and blowing off some steam, but I think he could have given me some notice and said he wasn't happy or something. But really, with my marketing, picking up another customer shouldn't be too hard (even in july).
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Old 07-02-2013, 11:39 PM
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RedDuty RedDuty is online now
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Location: Michigan
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I did a clean-up for a couple and they were ecstatic. It was a crappy lawn and they asked me what I'd charge, they agreed and I signed them up for a season contract. The lawn was tiny and had a huge maple in the front, and it was pitted all over. I cut once, they were happy. Cut the second time, and continued on. I got to one of my commercials and received an email stating they wanted to discontinue my service, I did an awful job, the lawn was uneven, they didn't understand why their shanty didn't look like the Taj Mahal and when I was done. Didn't ask me to fix anything. Didn't ask if I could come back to show me what was wrong. They canceled and I sent the invoice. They are now 60 days late. I emailed and she said that if I had done a halfway decent job maybe I would be a priority, blah blah blah. I don't think I'll ever get my $60.00. After she put down my entire work ethic I asked her why a person would not ask a contractor to fix what was wrong when they knew it wouldn't cost anything, etc. And no reply. Overall I'm glad I do not have it as a house to deal with, and I figure it was a cop out to the answer that they simply couldn't afford it!
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Old 07-03-2013, 07:46 AM
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wildstarblazer wildstarblazer is offline
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People are not loyal to their lawn guy anymore. Soon as some ahole on a mower comes by and says I'll do it for half what your guy does, their gone. Since anybody who can afford and operate a mower can get in this business, this industry has been harder than ever to make it in.
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Old 07-04-2013, 10:32 AM
Roger Roger is offline
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Join Date: Dec 1999
Location: McMurray, PA
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Quote:
Originally Posted by wildstarblazer View Post
People are not loyal to their lawn guy anymore. Soon as some ahole on a mower comes by and says I'll do it for half what your guy does, their gone. Since anybody who can afford and operate a mower can get in this business, this industry has been harder than ever to make it in.
Nor, are many contractors loyal to customers. LS is highly populated with posts about "... customer had a complaint ... drop 'em ... run away, not walk .... get out ...."

Most customers recognize more fully the business of "grass guy" than do the grass guys themselves. Yes, menial labor, no skill, not much talent, active body for a short time, very low entry cost, business will be short-lived, not a career path, .... blah, blah .... And, when we read numerous LS posts about how many LCOs feel about customers, we should not be surprised about reciprocity on attitude.
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Old 07-04-2013, 12:03 PM
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cpllawncare cpllawncare is offline
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Location: Greenville, SC
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Quote:
Originally Posted by Roger View Post
Nor, are many contractors loyal to customers. LS is highly populated with posts about "... customer had a complaint ... drop 'em ... run away, not walk .... get out ...."

Most customers recognize more fully the business of "grass guy" than do the grass guys themselves. Yes, menial labor, no skill, not much talent, active body for a short time, very low entry cost, business will be short-lived, not a career path, .... blah, blah .... And, when we read numerous LS posts about how many LCOs feel about customers, we should not be surprised about reciprocity on attitude.
That's why we also talk about things like "Attitude" & "Image" if you act, talk and look like a grass guy you'll be treated as such.
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Old 07-07-2013, 01:35 AM
RWI RWI is offline
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Quote:
Originally Posted by cpllawncare View Post
That's why we also talk about things like "Attitude" & "Image" if you act, talk and look like a grass guy you'll be treated as such.
I really like your post. Over the last few years, I have really seen how effective "attitude and image" really are. Actually, probably more this year than any. I just do the selling and supervising for my company now. Now I wear my nice shirts to work. And I don't wear company shirts to estimates, I wear polo's. I want them to realize I do not live in a trailer park(nothing wrong with that), but I am a competent successful business owner. I am not a company man, they are dealing with someone that actually gives a sht about the outcome of the job and not just the bottom dollar. And when you speak of attitude, I would almost broaden it to "passion". When people see that you really love what you do and spend hours researching and continuing your education and that you just want the best possible outcome for their project... they will fall in love with you. Then you just have to figure out how to adapt the numbers to their budget.

I sold a job last week and I was higher than the other larger company in town. They went with my company. The estimator for the other company spent 20 minutes with the client, I spend an hour and a half with my ipad showing her images and trying to get her excited about her landscape... and it worked.
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  #10  
Old 07-07-2013, 01:25 AM
RWI RWI is offline
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Join Date: May 2013
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Quote:
Originally Posted by wildstarblazer View Post
People are not loyal to their lawn guy anymore. Soon as some ahole on a mower comes by and says I'll do it for half what your guy does, their gone. Since anybody who can afford and operate a mower can get in this business, this industry has been harder than ever to make it in.
I don't agree. If you develop personal relationships with your clients, they will give you a lot of slack.

One of my clients daughter died in a car crash a while back. They called me Sunday morning to put out pine straw at their home for the visitation. I could not get a hold of any of my employees so I did it myself for them. Things like that will guarantee a client for life.

And what I have learned over the last few years, you do not want price shoppers in the first place. That is why I never ever advertise with a coupon. You get what you pay for period. There are no good deals, just fair market value for the time we are going to spend on your property. You want clients that want quality, communication, and punctual service. Price is secondary.
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