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Old 07-29-2013, 05:05 PM
tidmoretn tidmoretn is offline
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How would you handle this

Need some advice. Customer plans a vine on her property. I personally almost cut I when trimming/weed trimming. The vine was been in the ground for about 2months. One of my employees did cut it and the customer was really upset as it was sentimental. Spoke to the customer and apologized for the error. I offered to replace the vine. The customer did not want it replaced. Would you compensate the employee with a no charge month as a gesture? The customer was really upset.... crying when I spoke to her.

Any comments would be appreciated. Thanks
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Old 07-29-2013, 05:28 PM
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Colaguy Colaguy is offline
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Would you compensate the employee with a no charge month as a gesture?



You mean the lady right?

Compensation, well No. You offered to buy her another vine & she said no. Sounds as if it was placed in wrong spot to close to weedeating area. Surely it will grow back.
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Old 07-29-2013, 05:31 PM
tidmoretn tidmoretn is offline
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Quote:
Originally Posted by Colaguy View Post
Would you compensate the employee with a no charge month as a gesture?



You mean the lady right?

Compensation, well No. You offered to buy her another vine & she said no. Sounds as if it was placed in wrong spot to close to weedeating area. Surely it will grow back.
Thats is correct.... the customer.
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Old 07-29-2013, 05:40 PM
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Triton2286 Triton2286 is offline
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Well if it meant that much to her that she would cry over it, she should have brought the importance of it to your attention so you could tell you crew.

Her problem not yours.
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Old 07-29-2013, 05:43 PM
tidmoretn tidmoretn is offline
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Originally Posted by Triton2286 View Post
Well if it meant that much to her that she would cry over it, she should have brought the importance of it to your attention so you could tell you crew.

Her problem not yours.

She did bring it to my attention. I failed in making sure my crew was advised.
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Old 07-29-2013, 05:50 PM
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Triton2286 Triton2286 is offline
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Ah. Well in that case since she refused a replacement (probably just not in the mood to think about it at all) I would just do her a good favor or two in the future and just do it without consulting like not charging for some mulch or a mow.

Some people prefer to get over things on their own and don't want compensation, they just want you to keep doing the good work you had been.
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Old 07-29-2013, 05:59 PM
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Valk Valk is offline
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Was it landscaped at all...even with a big stick stuck into the ground near it?
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Old 07-29-2013, 09:12 PM
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jsslawncare jsslawncare is offline
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How would you handle this

I hate it when someone plants something with a border around it or not in a flower bed.
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Old 07-29-2013, 09:13 PM
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jsslawncare jsslawncare is offline
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How would you handle this

Plants something with out a border.
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Old 07-30-2013, 05:50 PM
dllawson dllawson is offline
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At the end of the day you have to do what you think is right. If you feel like you should provide a free month of service, then you should do it.

There isn't usually much difference between the way 2 companies would cut the same customer's yard. Excellent customer service is the thing that separates a great company from an average one.
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