Here's the Bobby G. of Scoopers...Do You Charge Extra to Scoop if there are Leaves ?
ailsa adams
Tuesday, December 3, 2002 - 05:10 pm
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I've been scooping for 2 months now and the last few times the maple leaves have been all over the yards. my question is do the "old timers" make a note on the bill about this, or simply do the best they can do. I would hate to have the owners rake the leaves only to find a ton of hidden poop. it might make look like i've done a poor job, especially since i'm just beginning to get clientele. thanks ailsa
Red
Wednesday, December 4, 2002 - 02:16 am
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We don't personalize each bill since there are multiple people / employees invilved in each step of the process but in the Fall we do try to put a note on, or in, a couple invoices of everyone (usually with another note or 2 about something else).
-Red
PS: We also mention this in our introductory brochure.
DoodyCalls
Wednesday, December 4, 2002 - 09:55 am
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"I would hate to have the owners rake the leaves only to find a ton of hidden poop. it might make look like i've done a poor job"
This happened to me over the weekend. First time I ever had a customer that was unhappy with my service.
I take the blame for this for not fully informing them about the leaf problem beforehand. I think the key to always remember is that expectations - on both ends - need to be carefully and actively managed.
Good Luck
Jacob
Pete
Wednesday, December 4, 2002 - 04:50 pm
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We make it clear that it is their responsibility to rake leaves (and cut grass). We do the best we can.
In the past 12,000 cleanings (more or less) we've given three credits for unhappy customers and re-cleaned twice. All were leaf related. As long as everybody understands, most people are very understanding about it. On those rare ocasions when they are not, we take care of our customers. On those EXTREMELY rare cases when someone takes advantage, we take care of them and note on their record. Repeated abuse of our quality policy could possibly result in us deciding the customer isn't worth the trouble. I can think of three in the past 10 years.