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Last Year=Crappy Year=Customers Blame You!

Discussion in 'Lawn Mowing' started by danslawncare, Mar 3, 2006.

  1. danslawncare

    danslawncare LawnSite Member
    Posts: 103

    I've had about 6 customers call and cancel this year, especially with ferterlizer but also mowing because their yard dosen't good. They say i did a great job mowing, but it dosent' look healthy. WELL NO ****, we had the worst drought in 150 years!!!! DUH!!!!!!!! How do you make these people believe you are a professional? Do you send them cupons? Same deal with landscapes, plants die, they say you didn't install them right. NO rain, and you don't hardly ever water....what the h@!! do you think will happen. Can anyone stop my renting and raving.:angry: :angry: :angry:
  2. lawnwizards

    lawnwizards LawnSite Silver Member
    Posts: 2,434

    i'd say good riddance. those 6 look like the type that will ***** and nit pick everything anyway. i'd say forget em and don't look back. find 6 good customers.:waving:
  3. lawn_pro

    lawn_pro LawnSite Senior Member
    Posts: 284

    yeah, we had that same thing happen about 3 years ago...nothing you can do, unless you physically go over and water for em..I wouldn't take it personally you will be able to replace them soon..good luck this year, hope you get some rain
  4. prizeprop

    prizeprop LawnSite Senior Member
    Posts: 820

    I'd say between the drought and alot of guys coming up short on their leave cleanups, there's going to be alot of that going around.
  5. Remsen1

    Remsen1 LawnSite Bronze Member
    Posts: 1,020

    It's probably good riddance, if they really can't understand that grass needs water and under the circumstances (no water) you made the lawn look the best that it could possibly look then they are not customers that you want. They aren't coming out and saying it, but they are probably pinching pennies and aren't so concerned with how their lawn looks (which is what they would like you to believe) instead they have decided that they don't want to pay to have a nicer looking lawn and since they are relegated to having it look poor, then why not pay the guy who will do it for $10 cheaper and whom they can also push around and have them mow it once every 3 weeks during a drought.
  6. Fantasy Lawns

    Fantasy Lawns LawnSite Bronze Member
    Posts: 1,913

    Maybe consider having something like this attached to your contract or aggreement

    Irrigation: Due to various watering regulations, seasonal adjustment needs and personal preferences, we do not program controllers. If programming is done at your request, please verify accuracy yourself. We assume NO responsibility for programming accuracy or legalities.

    Warranty: Service by us does not imply a warranty of any kind on your pre-existing plants & material. You have 10 days from the date of service to notify us of any additional problems that we missed or that arose after we left. We will return and bill you for additional parts if needed and on the job time only.
    Return Service after 10 days or if no problems are found will be charged $ 35.00

    All material is guaranteed to be as specified. All work to be completed in a workmanlike manner according to standard practices. Plants & Material guaranteed for 90 days provided irrigation system is working and no acts of God or Vandalism (to include pets owned by property) occur. New Landscaping is not regulated by local water restrictions first 90 days of install.

    Exclusions include Flowers, Recycled Plant Materials, Acts of God (storm damage etc.) Vandalism, work performed on plants by those not employed by Fantasy Lawns; lack of water due to faulty or non - functioning irrigation
  7. danslawncare

    danslawncare LawnSite Member
    Posts: 103

    But now i've got people who's good word of mouth has been changed into negitive word of mouth. I mean people talk right? Subdivisons are very tight right? They think i do faulty work, how do i change their minds? Do i offer them cupons for a discount?
  8. lawnwizards

    lawnwizards LawnSite Silver Member
    Posts: 2,434

    dan, i get calls for estimates from people either i cancelled or who cancelled me all the time. i don't think people remember stuff like that very long... just forget about them and prove to everyone that your work is superb... you can't build a future living in the past...
  9. PlantSolutions

    PlantSolutions LawnSite Member
    Posts: 62

    Think marketing and sales......
    Probe, probe, and probe... Make an appointment to see them individually. If they say no, tell them you only want a few minutes of their time to discuss what went wrong so that you can make it right with other clients. First, LISTEN to them, LISTEN some more and then discuss the problems with drought last year and address the problems. Most people don't listen and if you do, you can address each need they might have. They will think you really do care and then tell them that you value their business and is there anything you can do to keep it. Guarantee you will get at least 1 or 2 back. The others will move on, but most likely not talk bad about you.

    Hope this helps...it helped me in the corporate world.
  10. sheshovel

    sheshovel LawnSite Fanatic
    Posts: 5,112

    The only problem with your reply Fantasy Lawns is that people back there don't HAVE irrigation systems installed.Most of these guys don't have that option.
    They have to depend on the customer to water.
    Wereas here you don't do installs without installing a system too..and it is very rare to find a lawn or garden without an automatic watering system of some kind or another.

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