Customer service

Discussion in 'Lawn Mowing' started by mak2, Sep 13, 2006.

  1. mak2

    mak2 LawnSite Senior Member
    Posts: 380

    I have a customer that I picked up very early in the season. It was one of my first weeklys and I underbid it becasue I was not mowing much and had not yet landed many accounts. I bid the property using the Z at $25.00 in hopes of getting more accounts in her addition and the lawn should take less than a half hour. Well turns out she dont like the Z. So with my 36 it takes about 40 min. She is very picky aobut trimming and even wants the lawn "blown" so there is no dead clumps on it. So now my less than half hour yard takes about an hour or more. OK I have dealt with this becasue I have picked up more lawns in her area and there is not much driving time involved. Now she has come up iwth a new twist. The last couple of weeks she calls my house while I am at my full time job and tells the kids what day she wants me to come mow. Last weeek it just happend to b the day I had planned to be there. This week she wants me to mow on Thursday not saturday. I have 20 accoutns, work a full time night job and am taking two Masters level classes. Tommorw I have a practicum from 9-5 and cannot possibly mow, She knows my schedule and I explained why I have to be a little rigid in my schedule. should I dump her?:hammerhead:
     
  2. dvmcmrhp52

    dvmcmrhp52 LawnSite Platinum Member
    from Pa.
    Posts: 4,205

    Yes, you've alowed it to go too far.
     
  3. ChadsLawn

    ChadsLawn LawnSite Bronze Member
    Posts: 1,110

    Umm yep, I would have told her If I had to mow with the smaller mower, the price will go up. If she didnt like it, well then sorry but Im not cutting it for $25 with my smaller mower.. Now dont just drop her, either call or go to her house and explain the reasons why.
     
  4. 1MajorTom

    1MajorTom Senior Moderator
    Posts: 6,073

    if you give an inch, the customer will take a mile. you have to set up your accounts and customers according to how you want to run your business, not the other way around. the lady is in control, not you..
    dump her, unless you are able to take back the reins, like it should have been set up from the get go.
     
  5. The Captain

    The Captain LawnSite Senior Member
    Posts: 607

    DUMP HER NOW!!! She has already cost your family too much.
    If you let her talk you into continuing (and I wouldn't), raise the price to what it should be and you set the day.

    Good Luck

    The Captain
     
  6. WJW Lawn

    WJW Lawn LawnSite Bronze Member
    Posts: 1,330

    Eject Eject Eject!!!!!!!!!!!!!
     
  7. parkeeee

    parkeeee LawnSite Member
    Posts: 227

    I vote dump.
     
  8. jcltyson

    jcltyson LawnSite Member
    Posts: 97

    To quote a very intelligent, well respected lawman....you should have nipped it.....nipped it in the bud, when she demanded the smaller cut mower, her scanerio should have started setting major flags. This lady is on a power trip and she won't stop until you stop her. For the price she is paying ... she will find no one else is going to put up with that treatment very long !!
    :walking:
     
  9. Liquidfast

    Liquidfast LawnSite Senior Member
    from Ontario
    Posts: 739

    If a custy demands a smaller mower...no biggie. I totally understand...I have ripped the green outta many a lawn in my day. I would have changed mowers no prob. The $25 fee wouldve gone to $30 for the effort (unless it was my fault due to scalpin here and there and leavin slide marks etc).

    That being said and LISTEN UP FOLKS who dont already know this cuz it isnt a big magical new secret.
    Never price a job that leaves so little for profit. I would have priced it at $37.50 minimum that way, if something comes up I could budge slightly.
    You already know the answer to your question. The problem is, she has been there from the beginning and in a warped way, you feel obligated to her....even though she is totally and I mean openly taking advantage of you. I wouldn't give her the respect of a notice, I would cut it on a day she chooses, and leave the "FINAL BILL".
     
  10. DJL50

    DJL50 LawnSite Senior Member
    Posts: 268

    I would tell her the day you would be able to cut and if that was not possible for her then you are sorry you can not do her yard. Customer service is not doing what the customer wants. It's following through with what you agree to do.
     

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