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Lost 2 Clients

Discussion in 'Business Operations' started by mwalz, May 7, 2014.

  1. mwalz

    mwalz LawnSite Bronze Member
    Messages: 1,178

    So this past week I have lost 2 clients. It's a lot to me considering I only now have 12 weekly accounts to do. Not anywhere close to how many I am trying to get. I know to learn from my mistakes but I'm not sure what I did wrong here.

    The first account I was scheduled to now Saturday. Which is what me and the owner agreed on. So I show up Saturday around 6:00. I had other lawns and did not get to it til then. Pull up to it and it had already been cut. Pissed me off a little. I knock on the door and she said I thought you weren't coming. I showed up on time and lost the job. They went back to their neighbor cutting it. Not sure why, didn't ask, didn't care. Hated mowing their property anyways.

    2nd one. Called him today asking if I'm good to mow for him tomorrow since rain is in the forecast for Thursday and Friday. He came to me last year and said he liked how I did his neighbors lawn. Which is why I ended up with the job. So I asked about tomorrow and he said they went with someone else for mowing. Makes no sense to me unless they are doing it cheaper than I was. I was for $25, and I'm not sure how you could do it cheaper and make good profit.

    I can't say I really did anything wrong in either situation. Maybe they didn't like a more professional job than the neighborhood kid. Oh well. Time to move on. One reason I can think of the the 2nd guy didn't like my job because I used a big commercial mower and maybe he prefered a push mower look. I really don't know. Chances are someone bid him lower than me. Person #1 probably feels more comfortable with his neighbor than a person he has talked to only 4 times.
  2. mwalz

    mwalz LawnSite Bronze Member
    Messages: 1,178

    Aslo forgot to mention most people are satisfied with my work, but you can't please everyone. Still boggles my mind why I lost the jobs.
  3. ColliCut Land Mgmt

    ColliCut Land Mgmt LawnSite Member
    Messages: 139

    Without knowing more about the situation, it's hard to offer advice... But I have to ask, if you only had 14 accounts... Why are you starting properties at 6pm on Saturday?
    Posted via Mobile Device

    STIHL GUY LawnSite Fanatic
    from CT
    Messages: 5,226

    I wouldn't work too much about it. Just focus on your current clients and make sure you are offering too of the line service to keep them happy. Clients come an go in this business and good ones are hard to come by. There's no reason to work for free just to keep a customer. A nothing think you'll learn in this business is that there are some people who you just can't make happy no matter how hard you work or how cheap you do it for the always want more for less
    Posted via Mobile Device
  5. mwalz

    mwalz LawnSite Bronze Member
    Messages: 1,178

    I worked at that time because I still go to school. I only have weekends to work
  6. stuffdeer

    stuffdeer LawnSite Bronze Member
    Messages: 1,617

    What time do you get out of school? When I was in High School I was still able to get 5 lawns done after school on Weekdays
    Posted via Mobile Device
  7. guybrushthreepwood

    guybrushthreepwood LawnSite Member
    from WA
    Messages: 28

    I hate it when people are like that!
    Has anyone found a good way to deal with this?
    We still 21 most of our properties for this reason. People b1tch if we use anything larger.
    Posted via Mobile Device
  8. tonygreek

    tonygreek LawnSite Gold Member
    Messages: 3,830

    Or they prefer might prefer the more professional job of someone not showing up during their Saturday evening dinner hour and firing up that big commercial mower? I would be in the camp of those who looked elsewhere.

    From their point of view, are they aware you're in high school and can only mow on weekends? I would assume so, but I seem to recall that you sort of blur the lines between presenting yourself as a legitimate business, but not paying taxes or having insurance.
  9. Joe Shooner

    Joe Shooner LawnSite Member
    Messages: 174

    Communication can go a long way in these situations.

    People prefer to buy from people they know/like. It's hard to fire a friend.

    Even if you don't have time to get chummy with your clients, you want to try to see things from their perspective and then use communication to address their concerns.

    For instance, calling them at noon on saturday and letting them know it might be later than usual. The outcome *may* have been the same, but you would have given yourself a better chance if you were proactive with the communication.
  10. mwalz

    mwalz LawnSite Bronze Member
    Messages: 1,178

    I get off at 2:30 and can start cutting by 3:00. I know what your're saying, starting next week i will try to start doing them on thursdays, fridays, and mondays. If possible

    I know another lawn company bigger than me that is in the same position. I'm good friends with him, he wants to go LLC but can't get his business partner to agree to it. Then he would get insurance and all of that stuff. He does pay taxes, he made around 10k last year. I will pay taxes because it's the right thing to do, guess i did not clarify that. Have to find out for my state how much i need to make in order to pay taxes. as far as communication goes, i probably should have, i still think if i tell someone i will be there on Saturday, i will be there on Saturday like i said. Good customers are hard to come by, and i am very fortunate that all but 2 of my customers are good ones. They trust me, which is huge.

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