Phone Calls........just venting

Discussion in 'Lawn Mowing' started by Expert Lawns, Jun 17, 2003.

  1. Expert Lawns

    Expert Lawns LawnSite Silver Member
    Messages: 2,660

    I was really frustrated yesterday when i got home from work to find that the same customer had called me 4 times throughout the day. By the fourth phone call, they were being rude and obviously they were irritated. They said "When I call, I expect a return phone call in a timely manner"

    What they don't understand is that when i leave at 7am, and don't return until 9pm, it is impossible for me to return their call right away. I guess I could sit at home and just return calls all day, but then I would be running a phone service and not a lawn care service. They dont' understand this, and when i try to explain it to them, they either don't believe me or don't want to believe me because they dont' want to be wrong. anyways, I just dont' think that i deserve to have to listen to people's messages that are rude and purposely try to put you and your business down. ok, i'm done........
  2. Gravely_Man

    Gravely_Man LawnSite Silver Member
    Messages: 2,075

    You have several options: 1) Get an answering service 2) Have you calls forwarded to your cell phone 3) Call in and get your messages at least twice a day and call customers back. Your customers are right that they need to be able to reach you but not all the time. :p

  3. drobson

    drobson LawnSite Member
    Messages: 237

    I used to have the same problem, not that cared too much about not getting timely messages from rude people, but I wanted to make sure I got my calls from new prospects quickly, as many people will call several companies for estimates and if you take too long to get back to them they will go with someone else without even getting a bid from you.

    So, I did 2 things. I have my phone forwarded to my cell phone during the day. This is ok, but still the problem where you can't hear the phone while your working. But I check my messages between jobs and this way I can return the messages I want to within an hour or two, and of course screen out the ones I don't want to deal with until the end of the day.

    One thing that new clients love is having someone actually answer the phone when they call. I know many people that just will not leave a message, and will keep going through the yellow pages until they can talk to a live person.
  4. Expert Lawns

    Expert Lawns LawnSite Silver Member
    Messages: 2,660

    I wish i had the luxury of having a cell phone, but I don't. And to stop and use a pay phone a few times a day would take too much time. :(
  5. drobson

    drobson LawnSite Member
    Messages: 237

    You can probably get a pager (very inexpensive) and setup your voicemail to page you when you get a message.

    Or at least check your messages at lunch time or something, just so your customers don't have to wait 14 hours for a return call.
  6. dobehap

    dobehap LawnSite Senior Member
    Messages: 292

    Ring, ring, ring,.....

    ...."Thank you for calling Expert Lawns, its a good day in the neighborhood blah blah, we are curently away from the phone cutting your and your neighborhoods grass. We plan to be back in the shop around 8pm, and be assured that your call will be returned no later than 9pm. etc etc."

    This will work if you are booked and only deal with your current customers. If you got flyers out, or constantly getting estimates/ looking for new clients,
    I would try all efforts to answer the phone/ cell phone/etc the first time they call. Because they may never call back.
  7. CoachLinz

    CoachLinz LawnSite Member
    Messages: 126

    I'm getting rid of my old cell phone plan (not enough minutes) and setting up a new cell phone number with plenty of minutes and voice mail. This number will become my business line and message system. That way I can check the messages between jobs and if I get a call while I'm driving between jobs I can answer it right then. Plus, I can write it off then too which is always nice.
  8. bobbygedd

    bobbygedd LawnSite Fanatic
    from NJ
    Messages: 10,178

    if we are advertising, and trying to get more clients, my wife will check the answering machine every hour or two, and call them back quickly. if that is not the case, we return the call that evening. try this: call one of your clients, when they dont return your call promptly, call them back and tell them, "when i leave a messege, i expect a call back, immediately...." let me know how it works out 4 ya
  9. HarryD

    HarryD LawnSite Bronze Member
    Messages: 1,068

    luxury :confused: you have a computer but no cell phone :confused:
  10. gogetter

    gogetter Banned
    Messages: 3,256

    No cell phone? They're so cheap these days, it doesn't make sense NOT to have one, especially if you own a business.

    I get annoyed when I can't reach someone too. Plus if I'm in the market for a particular service and the first place doesn't answer, I move on to the next one in the phone book (unless I was referred to someone, then I might leave a message and wait to hear back from them).
    So besides making your current customers angry because they can't get ahold of you, you might also be losing business when people call and get your machine.

    Look into a cell phone, shop around.

Share This Page