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Raised Prices Same Work

Discussion in 'Lawn Mowing' started by Pro-Lawn, Jul 28, 2001.

  1. Pro-Lawn

    Pro-Lawn LawnSite Member
    Posts: 74


    I raised prices not too long ago on 90 percent of my customers. Most were just a dollar, some were 3, it all depended on how big of a pain they were and how much trim time there was. Anyways everyone of my customers expressed there opinions on the subject, all were ok with the raise. Most of them said they couldnt blame me for raising a bit. All of them had no problem with the raise. Some said if you need to raise the price again, just go ahead, you do good work. Now about 5% of my customers, which amounts to 5 customers total always find something wrong. Its like there Looking for reasons to complain. WHich when i get a complaint i pay extra attention to that customer till the problem goes away. Which that is what i have done doing a bit extra here and there making sure everything was to the letter. But the complaints are still comming taking up my time, efforts, aggrivation. Its getting to the point i dont want to return there calls, just wait for the AX. :D Anyone got any suggestions of how to get back on top with customers like this, in this type of situation??? HELP :confused:
  2. LoneStarLawn

    LoneStarLawn LawnSite Bronze Member
    Posts: 1,415

    Like you said get rid of them....it is only 5% of your total accounts but it is draining your production levels and your temperment with customers. You tried to satisfy these customers to no avail. Some can not be satisfied. Drop them.

    What happened to the other 5%??
  3. smburgess

    smburgess LawnSite Senior Member
    Posts: 469

    I think the action needed for these "5%" is another raise in prices, one that makes it worth your time and trouble to pay "extra" attention to those clients.
    If they balk and walk, that's solves your problem also.
  4. Mike (MLC)

    Mike (MLC) LawnSite Member
    Posts: 184

    I use to have clients like that. They are never pleased. They always have some complaint. Eventually, you will drop them because you are tired of the agravation or they will drop you just because that is how they are. You may want to drop them before they do you. You will see that things seem to run smoother without them. ;)
  5. Freetime

    Freetime LawnSite Member
    Posts: 112

    Drop the customers that have no legitimate complaint or whine about nothing all the time this will free up (your) time to better care for customers that love your work and appreciate the service. People that complain all the time are mostly price shoppers anyway meaning you will lose them down the road. (Or drive you to an ulcer trying to keep “Mr. & Mrs. Snodgrass” “Tightwad” happy.)

    Down the road with them!
    Good customers are gold and whiners are a nickel a dozen send the price shoppers to cut rate services and wish them good luck.
  6. Bob_McNaughton

    Bob_McNaughton LawnSite Member
    Posts: 94

    What I can't figure out is why nobody in this business is charging more today than people in the business 10 years ago charged.

    When I mowed commercial 12 years ago, I charged $50.00 an hour. I see today, people still charge that, and sometimes even less.

    Yet gas is more expensive, mowers are easily DOUBLE in price, labor is higher, overhead is much higher.

    So why has everyone resolved to leaving price controls in place? 12 years ago my brother charged 60$ an hour for professional plumbing work. Today he charges $150.00 an hour. Thats almost a 3x increase in price.

    I'm boggled by this.. Prehaps, its because every gimp with a truck is out there doing it, and it doesn't require a degree in rocket engines to make it happen? Whereas plumbing is a skilled trade? I mean, no offense, but there are some real bums doing this out there. Are they driving the prices down? Hurting the bottom line of the professionals that treat this as a professional trade??

    If that is the case, what is the answer? Federal or State regulations and licensing? A journeymen style of certification for commercial mowers, simular to what carpenters and plumbers go through?? I'm gonna have to think on this one.. =p

    Lets get those prices up.
  7. bobbygedd

    bobbygedd LawnSite Fanatic
    from NJ
    Posts: 10,178

    i know 2 guys that have been in this bus along time, one 20 yrs, the other 12 yrs. the 20 yr guy says his prices have gone up about $5 a pop, the other guy says he hasnt raised them at all in 12 yrs. any how, i had, (and still have) this one customer who would call and complain at 5 am, 11 pm, crazy hours. it seemed to get much worse when she got a large bill that month, like if we put in mulch, or did trimming. one time she called 2 days after we cut and said her yard was "infested" with dandilions, so i ran right over, there was one yellow flower on the whole property. all of her complaints were invalid, so i did this: i told her from now on, for me to return her phonecall would cost her $40. for me to drive over to check an invalid complaint would be $40 per hour with a one hour minimum. its been over a year, and we still work there, and i havnt recieved one complaint. a valid problem we are happy to resolve, but some people just love to hear themselves talk. later
  8. not a bad reply smburgess

    you can go several ways:

    you can dump them and free up time to give to your remaining customers then youmight have a chance to pick up more quality customers

    you can raise their prices and make it more worth your time and aggravation

    you can leave it at the way it is and keep doing the work till they eventually dump you if they are never happy,or they will eventually cool off and stop bugging you

    but its going to be hard to answer your question we dont know if it is you high end cust. low end cust. or what?

    there are some good post on this but it is your decision

    good luck LGF:blob1:
  9. lawnboy11

    lawnboy11 Banned
    Posts: 181

    Pro Lawn-

    Do your own design work. You stole and posted the before and after clips from D.I.G. on your site, thief.
  10. trimmer

    trimmer LawnSite Senior Member
    Posts: 293


    I am right there with you. The reputation that we get as a profession is not very good. We need more lawn care association to help distinguish the professionals from the fly by nighters and to help lobby to get better regulations on the industry so it isn't as easy to get into to. Last but not least, like anything we need to educate people and bring awareness on the differences between a professional and fly by nighters, and bring facts to the table about accidents that have happened in the past either to people or property I beleive it would really scare people about how dangerous this profession really is and how important it is to hire people with the proper insurance. Facts like people being killed by flying objects that were propelled through the air after being sucked up by the blades by the mower of a lawn maintiance with no insurance. Who is responsible? I have some more to say but it is a little off subject, sorry.

    As for the problem customers drop them, if you are worried about your reputation don't be people understand that some people just can't be pleased.

    Exquisite Lawn Services
    Give me a call, we do it all.

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