Anngry Customer/ Thatching/ Im extremely frustrated.

Discussion in 'Landscape Maintenance' started by CollegeMowers, Apr 2, 2013.

  1. CollegeMowers

    CollegeMowers LawnSite Member
    Messages: 119

    A customer calls us 1/10 thatching jobs (may be exaggerating) where they go out the next week with a rake and pick up a bag full of thatch. They then call, proceed to tell us the job we did was poor, and explain they shouldn't have to pay the bill.

    This is EXTREMELY frustrating. Last season we decided that we were going to drop thatching jobs all together because of this exact scenerio but then decided to continue doing them this spring. I train my guys 1 on 1 and make sure every-job they do is 100% perfection. In fact I have them catalog with their phones how many yards/buckets were removed from each property.

    I am frustrated because 1.) I am going to lose out on revenue that is rightfully mine. 2.) the customer is unhappy and will never use our services again.

    What do you guys do about this bs
  2. grandview (2006)

    grandview (2006) LawnSite Gold Member
    Messages: 3,465

    They were never going to pay you in the first place.
  3. Landscape Poet

    Landscape Poet LawnSite Gold Member
    Messages: 3,638

    That would be my thoughts. Collect upfront for projects like this, atleast a majority of the amount due, enough to cover expenses at least. Set clear expectations for the customer, explain it, explain it again, then have them sign a form explaining the procedure you are going to perform and expectations clearly written out of what will be accomplished. Do that and I bet you will eliminate 98% of your problems related to this service.
  4. clydebusa

    clydebusa Inactive
    Messages: 1,660

    You are prob right.

    I just do my main customers and don't do newbe customers.
  5. exmarkking

    exmarkking LawnSite Bronze Member
    Messages: 1,012

    From now on, 50%!down to start and the remaining due at completion
    Posted via Mobile Device
  6. wahlturfcare

    wahlturfcare LawnSite Senior Member
    from iowa
    Messages: 549

    I always have my guys take pictures before and after
    Posted via Mobile Device
  7. Stillwater

    Stillwater LawnSite Platinum Member
    Messages: 4,889

    Customers that feel you do poor and incomplete work is bad for business. This needs to be corrected requiring a 50% deposit on a residential dethaching job is silly you guys really have time for that
    Posted via Mobile Device
  8. exmarkking

    exmarkking LawnSite Bronze Member
    Messages: 1,012

    it's not silly if its a one time service. If its a regular customer then it would be silly. We require 50% down on anything over 500.00.
    Posted via Mobile Device
  9. Smallaxe

    Smallaxe LawnSite Fanatic
    Messages: 10,082

    We quit raking/dethatching years ago... get a backpack blower and call it good... whatever is STILL in the grass nedds to decay away into CEC/SOM for the overall health of the turf...
  10. jonniebud

    jonniebud LawnSite Member
    Messages: 32

    if you take pics and the job was done correct and the guy bitches it wasn't done to his satisfaction and does not pay .id write it off as bad debt and never do a thing for them ever again .remember customer is always correct but you never have to work for them again.sooner or later they always seem to want to get **** done later and I'm always to busy

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