!st customer confrontation of the season

Discussion in 'Starting a Lawn Care Business' started by StBalor, Apr 19, 2006.

  1. StBalor

    StBalor LawnSite Senior Member
    Posts: 798

    Well i been cutting this ladies yard for 3 years now. I go to her yard today, for the 2nd cut of the season. I am trimming the house across the street and see her talking to my helper. I walk over and ask her what if anything is wrong? she says she does not want the back cut today, she says it has not grown much. I said ok, if thats what you want. we talk a little more and then she asks, well what do i owe you today? I said the same as always, 35.00. She gasps, you are still gonna charge me the same amount and not cutting the back? I said, Yes ma'am, we agreed on a price and it and if i ride out here it will be the same amount wether i just cut half or the whole yard. She asks, How do you stay in Business charging people for price for half the work? I ask, how to i feed my 3 children if i don't. if it costs me 5.00 in gas to get here, pay my helper 9.00 per hr. and then you tell me to cut half and only expect me to charge half.
    She then says, well i don't think i will need your services anymore after this week. I said ok, i hate to lose you.
    She then walks me around to the back yard and has me look at it, it needs cutting i tell her. She says i guess your right, and if i am paying full price you might as well cut it.
    I said ok, and told her i hated losing her business. She says oh never mind me, just come back as scheduled.
     
  2. Adam3669

    Adam3669 LawnSite Senior Member
    Posts: 311

    :hammerhead:
     
  3. sheshovel

    sheshovel LawnSite Fanatic
    Posts: 5,112

    :clapping: :clapping: :clapping: :clapping: :clapping: See how good that worked?You kept your cool..did not loose your temper or take it personaly..communicated with the customer..you both got what you wanted and you retained her as a customer..I give you and A+ in customer ccommunication and interaction!!:clapping: :clapping: :clapping: :clapping: :clapping:
    See that guys..He found out what the customer was thinking,he told her right then and there it would cost her the same..instead of saying it on his bill later,he lost the job but it did not deture him,he came right back and said"I hate to loose you"then went to see if the problem about the back being mowed was really a problem at all.It was not..he then communicated THAT fact to the customer and the problem was resolved and he retained the job!This IS how it should be done!!
     
  4. Watkinslawnservice

    Watkinslawnservice LawnSite Senior Member
    Posts: 378

    AMEN BROTHER!
     
  5. work_it

    work_it LawnSite Senior Member
    Posts: 976

    Well done StBalor.
     
  6. sheshovel

    sheshovel LawnSite Fanatic
    Posts: 5,112

    SISTER.....................
     
  7. HOOLIE

    HOOLIE LawnSite Gold Member
    Posts: 3,981

    I had almost a carbon-copy experience today as well. These customers...it's April for crying out loud...not July...the stuff grows, needs to be cut.

    I don't know what my customer will do, I cut it (had already been there 5 minutes when she came out). She seemed to agree with me but felt the hubby would not... Ultimately these are NOT the type clients I want. You want people that hire you to take care of their lawn because you're the lawn professional. You don't want people that micromanage your time at their property, if they have a complex about their grass they should do it themselves...
     
  8. Bustus

    Bustus LawnSite Member
    Posts: 181

    Good job guys. It's amazing what you learn with experience when dealing with customers. Most in that situation would just charge half or lose the customer. :clapping:
     
  9. Absolute Weed C

    Absolute Weed C LawnSite Member
    Posts: 51

    Now, thats how a professional does it..... Proud of ya :clapping: :clapping: :clapping: :clapping: :clapping: :clapping: :clapping: :clapping: :clapping:
     
  10. Watkinslawnservice

    Watkinslawnservice LawnSite Senior Member
    Posts: 378

    Yes maam, sorry maam
     

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