need advice about customer!

Discussion in 'Lawn Mowing' started by stephen424, Jun 9, 2011.

  1. stephen424

    stephen424 LawnSite Senior Member
    Posts: 730

    long story short...

    last month customer complained that i was cutting his fescue lawn too high and wanted me to "bring the height down until the summer, because the yard is looking rough after 2-3 days". i was cutting his lawn @ 4.25"

    the last three or so weeks here in charlotte, it's been 95 plus, so i took the cutting height back up to 4.25"...from 3.5"

    so i get an annoyed text message from the customer telling me to take the cutting height back down because the yard looks rough after 3 days and he will just water the lawn every day or every other day.

    my thing is: if he's going to water it everyday, the grass is gonna grow faster and it's still going to look rough after 3 days, no matter the cutting height.

    am i wrong?

    what should i do because this is getting silly with the back n forth
     
  2. DIXIECONTRACTING

    DIXIECONTRACTING LawnSite Senior Member
    from NY
    Posts: 283

    Drop your deck to please the customer let the grass burn out and maybe the customer will see it your way leave it up to the professional.
     
  3. Runner

    Runner LawnSite Fanatic
    Posts: 13,496

    If he's going to water it, drop the height. The grass will probably look even better. Fescue does not like to be cut that high as what you are cutting it. It causes it to lay over and creates heat from poor air circulation.
     
  4. All_Toro_4ME

    All_Toro_4ME LawnSite Bronze Member
    Posts: 1,578

    Yea, if he's watering, drop your deck. Depending on how much he waters, you can cut fescue 3-3.5'' with no problems.
     
  5. LawnGuy110

    LawnGuy110 LawnSite Bronze Member
    Posts: 1,096

    Even when the customer is wrong...they are right...its the way the business works
     
  6. ALC-GregH

    ALC-GregH LawnSite Fanatic
    from PA
    Posts: 7,053

    At 4.25in I'm about ready to cut the lawn. You need to lower the cutting height per customers request. If he waters the lawn, it will grow and stay green at 3in.
     
  7. topsites

    topsites LawnSite Fanatic
    Posts: 21,654

    What I normally do when a customer requests something that is not what I think best for the lawn is I inform the customer
    of my opinion in the matter, I explain why I am doing what I am doing and then I let them know that I am willing to proceed
    as per their request but that we would be proceeding against either my plan or my better recommendation.
     
    Last edited: Jun 9, 2011
  8. Get Some...

    Get Some... LawnSite Senior Member
    from Kansas
    Posts: 651

    Do you sign the front of the check or the back of the check?

    He who sign's the front should get the service that he request's....
     
  9. topsites

    topsites LawnSite Fanatic
    Posts: 21,654

    Exactly.

    That is why in my response I said WE would be proceeding.
    Ultimately you have to know what you are doing because doing that puts the customer in control,
    but I think if you're being truthful about having 6-10 years in the business this should work well for you,
    it's not the kind of thing you want to try and bestow down upon if you're the new kid on the block,
    but an experienced operator should have no problem with that, it has worked well for me in my later years.

    It would help if you put it in your own words.
    Matter of fact it might not work if you don't, so put it in your own words.

    Once again:
    Sir / ma'am, I am glad you pointed this out however the reason I went against your specific instructions was because of the high
    temperatures and the lack of rain I felt there was a good chance of burning the lawn, we're basically smack in the middle of
    summer and it's not going to let up anytime soon with the heat, and it is my best recommendation we cut on the high side...
    But, if you still wanted me to mow at 3.5 then I will do it, just might not be what I think is best but as a customer you're the boss,
    please let me know which way you'd like me to mow, thank you for your time and have a nice day.

    Like that, you have to put it in your own words but pretty much,
    you tell them why it went the way it did, ask them what they want you to do and so on.
     
    Last edited: Jun 9, 2011
  10. THEGOLDPRO

    THEGOLDPRO LawnSite Fanatic
    Posts: 5,223

    just drop the height and be done with it.
     

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