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Alright, I guess I want to know your opinion on this, or how you would handle the situation. I have a customer that is new this year, been cutting for just over 2 months now. I like the lawn, and think it always looks great when we are done. (See attached pic). It stripes nicely, so we are always cutting it on diagonals, cross-cuts, changing patterns, the works. I always try to do an extra nice job just because it does turn out so well, so I had no reason to think the customer would be disapointed. Well, on their first months invoice, they did not check off anything on the 1-5 satisfation pole that is on every invoice. No biggie, Maybe only 50% of my cutomers bother to check it off anyway. Today, I get a call saying they are unhappy with the service, they have been since it started, and now this last cut we damaged one of the small bush's in front of the house. The customer has already decided prior to the phone call that this should be worth one free cut (her words and suggestion). Now, I did in fact damage the bush while trying to make sure the stripes were as close to the bed as possible, the jungle wheels just clipped it and snapped the thin frail thing. I did not deny the damage, I was well aware of it, but I was still stunned from the announcement that she has not been happy with our service even before this incident. In shock, I agreed to the free cut in exchange for the damaged bush (the bush would have cost me more to replace, so its not a bad deal for me really).
The bush is not my real dilemma, more the catylist. My real dilemma is that they are not happy with the service when in my opinion I am doing an excellent job. This customer has obviously made it to the top of the potential PITA list. I want to meet with her in person and discuss the situation, try to explain the accident, and find out why she is really unhappy. But I wanted to share this story first, see if anybody here had some ideas or suggestions on what to do to make my in person meeting more productive and come to a resolution easier.
Here is a pic of the property:
Thanks For Your Input,
Kevin
The bush is not my real dilemma, more the catylist. My real dilemma is that they are not happy with the service when in my opinion I am doing an excellent job. This customer has obviously made it to the top of the potential PITA list. I want to meet with her in person and discuss the situation, try to explain the accident, and find out why she is really unhappy. But I wanted to share this story first, see if anybody here had some ideas or suggestions on what to do to make my in person meeting more productive and come to a resolution easier.
Here is a pic of the property:
Thanks For Your Input,
Kevin