If you're not walking around with a chip on your shoulder, a customer complaint is a learning experience. Perhaps for both you and the customer! If you have done something wrong in the client's eye, you must open-mindedly assess the complaint. Look at it from the client's view. How many of you, on a new lawn, will look at that beautiful mowing job from the truck, and pat yourself on the back? But did you walk up the drive, crouched down, viewing the lawn as the customer sees the lawn as she/he drives in? Did you look at your job from the front door, back door, sunporch, deck, patio, etc.? Only then will you see the job as the client sees it. I have even asked to come inside to determine how to prune plants near windows (they don't want windows blocked, but do they want to see hint of plant in that window? Some do, some don't.) A customer request or complaint is the best way to learn. Too many here automatically take it as an insult. For my first 5-10 years in business, I built my business on complaints and requests. Mr B asked me to get rid of the weeds in the walk, now 20+ years later, I make 100s of dollars a year in crack and crevice weed control. New clients always want it, and I only learned by responding to Mr B. Where would I be if I just blew him off? But perhaps the customer's complaint is not valid. Then you still need to understand his perception. I have explained nuances about turf to many people, so they understand why I am doing what I do. The best one is the complaint about how good the lawn across the street looks compared to his. That is an easy one: we just walk across the street and stand in that lawn. He looks down, then looks at the beautiful lawn that is his across the street. Then I explain the what the real function of ornamental turf is to them - it is to look good from a distance, not right on top of it. Listen to your clients. The day you don't need to listen any more is the day your business is starting down hill.