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losing customers

Discussion in 'Lawn Mowing' started by Mike Blevins, Apr 24, 2011.

  1. ALC-GregH

    ALC-GregH LawnSite Fanatic
    from PA
    Messages: 7,051

    Not taking sides, but Mike may have already offered to do weed control and fert apps and the customer declined to have it done. Them finding someone else to cut it isn't going to make it better.
  2. Mike Blevins

    Mike Blevins LawnSite Bronze Member
    Messages: 1,390

    I have heard other guys tell me this same thing. "laying it over" is this what some customers think when you stripe their yards?
  3. Mike Blevins

    Mike Blevins LawnSite Bronze Member
    Messages: 1,390

    I asked if she was going with someone else because i know quite a few people in the lawncare industry in my area and I could recommend someone for her. I told her one way or the other I would make her happy with her lawn. If not me then I could get someone that could. She said she had already found someone. So after pondering on it awhile I'm starting to think lowballer or family member has got he job. As far as fert or weed control she didnt want anything done. :usflag:
  4. Darryl G

    Darryl G Inactive
    Messages: 9,500

    I guess I made some assumptions based on him saying it was just a mow and go account. Just saying that they need someone to blame other then themselves...know what i mean?
  5. LCCaptain

    LCCaptain LawnSite Member
    Messages: 129

    I take it personally if they threaten to drop me. I have only lost one customer over unstatisfied work. The other was BS excuses (they found someone cheaper). I took it personal because I gave them a deal to begin with and it wasn't good enough after a couple cuts (because the old neighborhood kid did it cheaper and raked it. I always give the best price and the best work so I take it personal but I remind them that if they decide they are not happy with their new lawn care service and call me back the deal is off and they will be charged full price from that day on. There are too many yard man/craftman mowing companies around to compete with on prices so I compete with appearance. When they stop getting compliments on their yards they'll come back.
  6. topsites

    topsites LawnSite Fanatic
    Messages: 21,653

    Ah no, much as I like to talk smack about not back talking to the customer but don't threaten to drop me
    because it's about over right then and there, lets do it and get it over with so folks don't even try holding
    that over my head because I will not work harder or cheaper on account of it.

    I guess that's taking it personal lol

    But I have learned, you can't give in to certain demands because once you do, it starts things off in a bad way.
  7. rain man

    rain man LawnSite Silver Member
    Messages: 2,794

    Friend or foe...its not personal either way. Its time and money. If what they have to say is constructive then one should listen. If they are just in the loco weed then look upon it as having more room in the schedule for a better quality customer. Different markets may be different but if we kept every customer we started with here it would be us who are crazy.
  8. Dr.NewEarth

    Dr.NewEarth LawnSite Bronze Member
    Messages: 1,476

    Being a hands on company owner, I know how hard we work. I know how much care and passion we put into each job.

    When some-one complains with no rational explanation, it can make me feel down.

    If you're into astrology, Mercury was retrograde for the past few weeks and just went direct today. I believe that the B.S. will quiet down for a few weeks now.
    John Lennon used to hide at home when Mercury was retrograde.
    Believe what you will.

    I have just gone through some really weird business dealings concerning non payment for late fees and breaches of contract with long term clients. There is alot of money involved here and the big management companies can play hardball to make themselves look good.

    No-one seems to care what your solid contract states. Legal fees are expensive and either way it can cost your company its reputation in one form or another. People talk.

    It's weird how people don't read their contracts. They tend to make up things at times and fight with us.....I try to compromise and suck hole as much as possible,
    but some-times dealing with all of the problems does stress me out and make me angry.

    I find that on average an HOA client stays two to three years. Once the council changes so does their perspective. The new council is always out to change the world.
    The longest I held a single contract is nine years

    Residential is a different game. I now get them to pay in advance for the month with a credit card for security and they have always signed a contract.

    My secret business credo is "Don't trust any-body"

    I do find it funny that she phoned and cancelled. Now adays every-body communicates and breaks-up using an e-mail or text messaging.
    Last edited: Apr 24, 2011
  9. nightshutter

    nightshutter LawnSite Senior Member
    from UT
    Messages: 513

    what sucks is i lost a account to some neighborhood kid!
  10. tradeyouraccounts

    tradeyouraccounts Banned
    Messages: 343

    Don't take it personally you as long as you feel that you have done a good job and confident in your work i would just put it down to you will some and loose some, as long as you win more that you loose.

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