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what do your customers REALLY think about you?

Discussion in 'Lawn Mowing' started by bobbygedd, Nov 13, 2004.

  1. bobbygedd

    bobbygedd LawnSite Fanatic
    from NJ
    Posts: 10,178

    i'll try to keep it short. i have a customer, an aquaintance(oh no). she is way, way out of my service area. in fact, i have nothing within several miles of her direction. she rquested my service 2 yrs ago. i told her i'd do it, but on my spare time, and she better start looking for someone local. well, 2 yrs later, she still insists she needs me, she likes the way i work. i cut her grass, clean leaves, but she's always at the bottom of the list. so, i go there today, havn't been there in several weeks. she comes at me like a linebacker, "where u been, my place is a wreck, etc." i explain to her that i've told her a million times i don't cum up this way, but she just don't listen. she goes on to say, "i don't believe you, i'm sure u cum up this way for something, even personal matters, why can't u just bring your blower, and spend an hour or so here each time you're in the area?" i tell her i do not come up there, EVER, for anything, personal or business. she says, "liar. when was the last time you were in the area?" so, i think for a minute. i tell her, "well, a few weeks ago i went to a doctor up this way, i was having bad CHEST PAINS, and they told me come right in." she goes, "see that....now why couldn't you bring your blower and stop here?"
  2. NNJLandman

    NNJLandman LawnSite Bronze Member
    Posts: 1,306

    Well if i was in your situation tell her the only way to be on the top of your list would to be pay extra. Charge her some extra loot to make it worth while for you to travel up that way. my 2 cents.

  3. tonygreek

    tonygreek LawnSite Gold Member
    Posts: 3,439

    bobby, after reading those typos, are you still talking about lawn mowing, or some other form of customer service you provide? :blush:

  4. ALarsh

    ALarsh LawnSite Silver Member
    from Midwest
    Posts: 2,412

    Add a $25 out-of-the-way surcharge and tell her you are on top of your list now. She'll accept if she really wants you that bad. OR, start advertising in that area since there is nobody else is there to serve themÂ… could be a real money makin' area payup
  5. walker-talker

    walker-talker LawnSite Platinum Member
    from Midwest
    Posts: 4,771

    uhhh...yea....I was thinking the same thing...ummm :drinkup:
  6. Smithers

    Smithers LawnSite Silver Member
    Posts: 2,265

    I'd drop her because she does not listen and because you are losing money if you go there.

    I have the same situation. My friend lives 15 miles away. I go and cut his grass, which takes me one hour, come back and get paid $20. So, 1 hr travel, 1 hr cutting, and machine use for $20.

    Next year i will get more accounts that are closer and drop him.
  7. bobbygedd

    bobbygedd LawnSite Fanatic
    from NJ
    Posts: 10,178

    ok guys, the travel time is the obvious. the point i was trying to make is.....that the client claimed i should stop by "whenever you're in the area", when told the last time i was in the area, was a trip to the doctor, BECAUSE OF CHEST PAINS, her only reply was, "see, you WERE in the area that day....you could have stopped and cleaned my leaves." without no CONCERN WHATSOEVER for my failing heart, she suggested i should have cleaned the leaves. ;)
  8. Freshcut Lawn Care

    Freshcut Lawn Care LawnSite Senior Member
    Posts: 393

    Well you were in the area.... :blush:

    I agree with others, either charge a Premium or say bye bye!!!

    You already knew the answer though didn't you Bobby. :)
  9. ALarsh

    ALarsh LawnSite Silver Member
    from Midwest
    Posts: 2,412

    Maybe.. if you want to drop her without actually saying it, drive around that "area" and stop by at her house at midnight, fire up the mowers and start cleaning her leaves. She comes out yelling at you and why your doing it at midnight, you reply with, "Well, I was in the area and you told me whenever i'm near your house I should stop by and clean your leaves, so I stoped by." :)
  10. tiedeman

    tiedeman LawnSite Fanatic
    from earth
    Posts: 8,745

    I feel that a lot of times my customers expect me to jump for them when they ask me for something, because I HAVE jumped for them in the past.

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