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How would you handle this

Discussion in 'Landscape Maintenance' started by tidmoretn, Jul 29, 2013.

  1. tidmoretn

    tidmoretn LawnSite Member
    Posts: 6

    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
     
  2. Colaguy

    Colaguy LawnSite Senior Member
    Posts: 599

    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.
     
  3. tidmoretn

    tidmoretn LawnSite Member
    Posts: 6

    Thats is correct.... the customer.
     
  4. Triton2286

    Triton2286 LawnSite Member
    Posts: 215

    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.
     
  5. tidmoretn

    tidmoretn LawnSite Member
    Posts: 6


    She did bring it to my attention. I failed in making sure my crew was advised.
     
  6. Triton2286

    Triton2286 LawnSite Member
    Posts: 215

    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.
     
  7. Valk

    Valk LawnSite Silver Member
    Posts: 2,711

    Was it landscaped at all...even with a big stick stuck into the ground near it?
     
  8. jsslawncare

    jsslawncare LawnSite Bronze Member
    Posts: 1,674

    I hate it when someone plants something with a border around it or not in a flower bed.
     
  9. jsslawncare

    jsslawncare LawnSite Bronze Member
    Posts: 1,674

    Plants something with out a border.
     
  10. dllawson

    dllawson LawnSite Member
    Posts: 172

    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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