Client calls and leaves a whiny 2 min long voicemail tonight

Discussion in 'Business Operations' started by JContracting, Aug 3, 2012.

  1. wildstarblazer

    wildstarblazer LawnSite Senior Member
    Posts: 978

    Remember how hard it was to get customers in the beginning. Don't blow a paying customer off cause you now have a lot of work. Work it under your terms and if she can't deal with that then she will get some one else. But you should try and give her good as service as you can.
     
  2. MOW ED

    MOW ED LawnSite Fanatic
    Posts: 5,028

    You have to keep the business on your terms. You have to do it respectfully as to keep your reputation intact. If you just can her then there is the possibility she may tell 10 others what you did. It eventually catches up to you.
    Now I am not saying just jump at every request. Its your business and you are the professional. You have to educate her on how you will perform her request and what it will cost. If she expects something else then you have to explain that is not possible. But you have to be tactful and if it comes to parting ways you have to do it carefully. I have actually recommended other LCO's to certain customers if I couldn't fulfill their expectations. You may want to line up someone to who you can pass her on to if you find that she may be hard to please in your current situation.
     
  3. herler

    herler LawnSite Fanatic
    Posts: 5,145

    Please go look in the Yellow Pages and find the Best yard service company in your area, make sure it is one that is very well known and has a great reputation, then get their phone number and tell your customer that because you are unable to handle the stress that this company you are referring her to is the best there ever was and that they will take care of her, tell her that and give her the phone number to that company, do it now.
     
  4. Eric's Lawnservice

    Eric's Lawnservice LawnSite Member
    Posts: 166

    So you have been to the property and you didn't see the shrubs?? How do you maintain a yard mowing every 10 days without working on a Saturday. Also does she know you are going to be there today when she may be expecting it to be the tenth day after her last service. She may have thought she had given you a fair notice.
    When I get a call for mowing I give an estimate for mowing... And anything else I see that looks like I could make some cash on. If they don't want it done then at least they know how much it will be when they decide to get it done.
    IMO this would fall under an emergency service since there is a deadline and would tell her if I come do it today it would be x+x. If she can wait for my scheduled time then it would only be x. Be nice and pollite most of the time the customer understands you aren't sitting by the phone with nothing to do except waiting on their call. If not you don't need them.
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  5. TNGrassCutter

    TNGrassCutter LawnSite Bronze Member
    Posts: 1,321

    I agree. Sounds like an easy job, especially leaving the clippings. Just do it and be thankful for the work, lot of guys right now sitting around with nothing to do and not much money coming in, that may be you sometime. Make hay while the sun shines. You can party and have your meetings on the weekend, Monday thru Friday is business time.
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    Last edited: Aug 3, 2012
  6. JContracting

    JContracting LawnSite Bronze Member
    Posts: 1,878

    Also, forgot to mention this, she wanted to me to charge her by the hour for the trimming. It's by the job or nothing, there is no hourly charging except for t&m snow contracts. I haven't gotten to her place yet but will be around noon or so.
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  7. JContracting

    JContracting LawnSite Bronze Member
    Posts: 1,878

    Richard, how did you charge her with using her electric trimmer? If I read that correctly anyway
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  8. JContracting

    JContracting LawnSite Bronze Member
    Posts: 1,878

    And for the guy that says to do the mowing on a 10 day schedule, that would have put the mowing on Sunday. How many of you guys cut on Sunday, not counting if you're behind because of rain? I can guarantee not one of us does, at least they shouldn't.
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  9. TNGrassCutter

    TNGrassCutter LawnSite Bronze Member
    Posts: 1,321

    Don't say that you'll get yardguy in here saying he would prefer mowing on Sundays.
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  10. JContracting

    JContracting LawnSite Bronze Member
    Posts: 1,878

    Hahaha!
    Seriously though, who works on Sunday? That's my day to either relax or spend it at any given track around the state racing motocross.
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