1. Missed the live Ask the Expert event?
    Not to worry. Check out the archived thread of the Q&A with Ken Hutcheson, President of U.S. Lawns, and the LawnSite community on the Franchising Forum.

    Dismiss Notice

"i want you, only you, please come back"

Discussion in 'Lawn Mowing' started by bobbygedd, May 2, 2006.

  1. bobbygedd

    bobbygedd LawnSite Fanatic
    from NJ
    Posts: 10,178

    yup, they all come back. sooner or later, snivling, crawling, begging. i had a customer that i let go early last season. her problem was, that she didn't think she should pay a surcharge for branches + debris, that fell after the spring cleanup. then she threatened me with, " hey, you charge $35, i had the guy who cuts the lawn down the street, approach me, and say he'd do it for $25." so, i very politely, just stopped showing up, and ignoring her phone calls. after all, she was paid in full. this is the call i got yesterday, " i'm sorry, if i was out of line last year, when u stopped showing up, i started using another guy, he was cheaper, but my lawn is now a disaster. please, please come back. i want you, nobody else, just you." so, i'm thinking, i'll charge her a reinstatement surcharge, a high growth fee, and get started this week. i havn't let her know yet, i figure i'll let her sweat it out for awhile. it's nice to be able to pick + choose. would u take her back?
     
  2. mulcahy mowing

    mulcahy mowing LawnSite Senior Member
    from ma
    Posts: 721

    make sure you make good $$ on that deal...
     
  3. Richard Martin

    Richard Martin LawnSite Fanatic
    Posts: 14,700

    No, I would not take the customer back. I have a policy that goes something like "Once you get off the bus there is no getting back on". I am only interested in long term customers. This customer has already proven that they are willing to bolt for the first lowballer that comes along and they will do it again.
     
  4. grassmanvt

    grassmanvt LawnSite Senior Member
    Posts: 906

    Yes, money heals most wounds.
     
  5. Dashunde

    Dashunde LawnSite Senior Member
    Posts: 628

    Take her back... it sounds as if she has learned her lesson.
    Dont take too long either... she might give up quicker than you think.

    Dont bash her with silly charges... just take the work and if she fusses again drop her for the last time.
     
  6. Mickhippy

    Mickhippy LawnSite Platinum Member
    Posts: 4,199

    Take her back no worries! Dont go overboard with extra fees etc!
    As said earlier, she learnt her lesson, and will probably end up being your most loyal customers! Loyalty isnt something to be sneezed at!
     
  7. topsites

    topsites LawnSite Fanatic
    Posts: 21,654

    Me either, my policy is kinda like 'once things deteriorate to a point it never gets better' but it doesn't quite sum it up, all I know is a couple of times I have tried to let one back in who got out due to some problem and sure enough it never took more than one or two visits before I knew EXACTLY why I had let them go in the first place.

    I've had one who begged more than once, and one time I couldn't quite remember what the big deal was all about way back when (it had been over a year) but sure enough the very first time out I got so angry, not so much because I could clearly see why I had let him go (that too) but because sure as the sun rises in the morning, dude was back up to his old tricks. About the only difference is some start hiding it better but that only makes it worse.

    Save yourself the frustration is what I always say nowadays because whatever it was that ticked you off way back when, they will do it again some kind of way, guaranteed.
     
  8. garth1967

    garth1967 LawnSite Senior Member
    Posts: 640

    fantastic bob.i know the kind of customer you are talking about and yes they do come back especially when they take on a mow joe.its up to you how you wish to charge her.i would charge a little bit extra first up simply because the mow joe probably did a bad job over time and didnt do those extra things you were doing .after that chanrge her as would anybody else.its your business bob
     
  9. dKoester

    dKoester LawnSite Gold Member
    Posts: 3,231

    I'd get back on the bus but with higher rates.
     
  10. knoma

    knoma LawnSite Member
    Posts: 6

    As expected from BG, the fictional customer challenges him on ONE issue....and he cuts her off, refills her slot with 5 more customers, and bills the livin' heck out of her when she returns........yeah. with 10,000 post when does he have time to get all these colorful customers....lets keep it real please people. I might put my .02 in on the fact that she tried another service and then tossed them out for poor work, I say great for the original provider.! get back in their at a fair price, repair the damage and maintain a now LOYAL account. but that is just me in the real world.
     

Share This Page