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Customer situation ...

Discussion in 'General Industry Discussions' started by topsites, Feb 4, 2007.

  1. topsites

    topsites LawnSite Fanatic
    Posts: 21,653

    I got a call over the weekend as a referral.

    So I went out there, took a look...
    Thought about it some later, and to put it in simple terms, there's no way.

    I then typed up this letter, want to know if this would be an acceptable thing or what would be the alternatives.



    During the course of conversation, I felt a need for compromise and the pull of tides from intentions, directions and goals at least somewhat opposite.
    For reasons of common interest perhaps you felt this from your end as well. While we did not totally disagree, and I appreciate the absolute lack of argument, there nevertheless exists that friction, and this is a warning sign, or a red flag.

    Throughout the years, I first realized a service between a customer and a business requires a smooth and working relationship so that it is mutually beneficial. I later learned this is such a crucial element, at this point unless one or both of us compromises to the extreme from here on out, a mutually beneficial relationship can not exist, while extreme compromise leads to a constant tension and frustration which tends to build into something far worse over time.

    Were we to continue, our relationship would almost certainly result in a similar situation to what you experienced with a prior service. Unfortunately the taste this leaves is unsatisfactory, and it is not beneficial for me or my business to leave customers behind in this fashion. Meanwhile, should it turn out that you come out the winner, the taste it leaves in my mouth is absolutely similar in nature, and I can accept neither result.

    It is my job as the owner to use my ability to foresee and to act on instinct as only a fool would expect separate destinations when traveling down the same road repeatedly. And to take these hints and clues when they are given or perceived for what they are, so as to part ways in a polite manner long before things take a turn for the personal worse.

    I do this not out of selfishness, but for our mutual protection. Now it is likely best for me to leave things as is, allowing memory to be our best resource, and wishing you the best of luck in the future.

    Thank you for allowing me the opportunity to grow from my experiences.
  2. bcg

    bcg LawnSite Bronze Member
    from Tx
    Posts: 1,835

    No point in all that, a simple phone call and "I'm sorry but after viewing your property and considering your requirements I'm afraid we simply won't be able to help you at this time. Perhaps you could try ABC Landscaping. Thanks for the opportunity."
  3. Mr Priceless

    Mr Priceless LawnSite Senior Member
    Posts: 412

    yep, may too much unneccessary info...i would go with bcg on this one
  4. topsites

    topsites LawnSite Fanatic
    Posts: 21,653

    Good idea, perfect !
  5. Steve's Mow & Trim

    Steve's Mow & Trim LawnSite Member
    Posts: 132

    Call them up and say sorry you can't do it, referr them to another lawn care provider.

    HOOLIE LawnSite Gold Member
    Posts: 3,981

    I think that potential customer, much like myself, would have no idea what the hell you are talking about...

    I mean what on earth are you trying to say??? :laugh:
  7. topsites

    topsites LawnSite Fanatic
    Posts: 21,653

    Yes, I agree, make it short and sweet and to the point.

    The part I was having a problem with is how to say it, because I don't like telling a lie to get out of something, even if it's just a small white one, if for no other reason than I feel it is disrespectful and customers are not stupid. And, I also didn't want to hurt anyone's feelings.

    But that one sentence really nails it down in short order, it is polite and accurate and honest, and that will work.

    As for referring to another company, the only company I would be quick to refer them to is some bigtime lowballer, and I can't think of anyone right now.

    Basically, the customer appears uneducated on our labor rates, to where we're not even in the same ballpark, is the best way I can explain it...
    It's a huge lot and there is a ton of work to be done, and while it may be possible to explain this to the customer, I feel there is too small a likelyhood that things would change much at all.
  8. StBalor

    StBalor LawnSite Senior Member
    Posts: 798

    I usually just tell them my plate is full and cannot take them on.
  9. rb_in_va

    rb_in_va LawnSite Member
    from VA
    Posts: 246

    Then why would you be out quoting jobs?
  10. topsites

    topsites LawnSite Fanatic
    Posts: 21,653

    On second thought, that's probably not such a good idea either.

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