Estimated time of arrival!

Discussion in 'Business Operations' started by FitzRightMowingService, Dec 30, 2018.

  1. FitzRightMowingService

    FitzRightMowingService LawnSite Member
    Messages: 170

    Is it good or bad to tell a customer the exact time that you would be arriving to start the job?

    How do the rest of you handle the situation?
  2. Matthews Lawn Care

    Matthews Lawn Care LawnSite Silver Member
    Messages: 2,451

    I don’t give them a time, I give them a day. If they ask what time I’ll be there, which is rare, I give them a 2 hour window.
  3. TPendagast

    TPendagast LawnSite Fanatic
    Messages: 15,972

    So some of the industry software (like service auto pilot and real green)
    Have what’s called a client portal

    Among other things (like paying bills or ordering new services) that they can do in the portal , they can see in real time when they’re “next”
    If they’re number 6 on the route they can see the truck is now servicing 4...

    That’s exactly how I would suggest handling it
  4. BigJlittleC

    BigJlittleC LawnSite Fanatic
    from Chicago
    Messages: 5,113

    For mowing or other routine work they get a day or week on which they can expect service. Only time I give someone a time is if they are the first stop and even then I give them a couple hour window. The ones that ask are usually the one off jobs or installs for non reoccurring clients.
  5. Steve

    Steve LawnSite Bronze Member
    Male, from NE FL
    Messages: 1,636

    Every flipping time I have given a time something always happens and I'm late. I tell myself not doing it again and then somebody says, "hey what time you think you will be here?" I give them a time and then I end up having to rush.
  6. hal

    hal LawnSite Bronze Member
    from Georgia
    Messages: 1,239

    I always give them the ole: before noon, noonish, or the in the after noon. Best I can do, each customer is a new adventure every week. During rainy times? Who knows. During drought? I can be a little more accurate.
  7. dkflipse

    dkflipse LawnSite Member
    Messages: 68

    However for new accounts I always do for first 1-2 visits. I think it makes them feel good.

    I also have a guy that takes like 5 minutes to unblock his gates. I let him know as well.
  8. gcbailey

    gcbailey LawnSite Gold Member
    from WV
    Messages: 3,061

    If you promise a time you better be sure you're there when you say.... Can you guarantee that?
  9. Mitty87

    Mitty87 LawnSite Silver Member
    Messages: 2,377

    For landscaping jobs I won't be giving days anymore. It will have to be a one week window at best. I deal a lot with delays from suppliers and sometimes employees or weather can extend a job longer than expected.
  10. OP

    FitzRightMowingService LawnSite Member
    Messages: 170

    You guys are the best the answers are on point all the time. I am soaking up all the knowledge like a sponge for next season.

    My wife and I gave everyone a 2 hour window for arrival during the mow season. Fall clean up was a different story, she had to call to change the ETA a few times.
    TrainingWheels likes this.

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