Ever notice how the non-referral customers complain a little more?

Discussion in 'Business Operations' started by Ijustwantausername, Aug 15, 2012.

  1. Ijustwantausername

    Ijustwantausername LawnSite Bronze Member
    Posts: 1,443

    This is just a trend I have personally noticed. For some reason the customers that were referred by friends/family to me never say a thing about my service, always praise. However, the non-referrals or the ones who "found me" seem to try and squeeze the most out of what I do, or they are a little harder to deal with. I wonder why as they are all treated with the same amount of professionalism and good service.

    Ever happen to you?
     
  2. orangemower

    orangemower LawnSite Silver Member
    from pa
    Posts: 2,773

    It's just the way it is. When a person knows someone else, they tend to trust them more and will simply have you do the job because they know someone you know and feel there's trust there. The total stranger that called is usually looking for a good price to do the job and will be more picky. I've got a job now that the customer (when I suggested a change to what they wanted done) told me if I can't do it the way they want it done, they'll find someone that will! I about fell off the chair when he said that. I sucked it up and told him whatever you want done I'll do it. These are the most picky customers I've ever had to date (5 years) in the business. Now the kicker, I KNOW them!
     
    Last edited: Aug 15, 2012

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