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Repeat Customers - double edged sword

Discussion in 'Hardscaping' started by DVS Hardscaper, Dec 4, 2012.

  1. DVS Hardscaper

    DVS Hardscaper LawnSite Fanatic
    Messages: 6,601

    We (as in us contractors) strive to achieve a satisified client. We strive to build a relationship of trust and respect. We strive to display competency, wisdom, and knowledge. We even develop friendships with our customers.

    And all the aforementioned goes out the door when it comes to pricing phases II and III.

    "You just paid us $44k for 'Phase I' that you're 100% happy with and now you're hastily second guessing my specs and procedures for phase II?" "You can't understand why we need a pricey drain system that is intended to protect$44k you just spent, do you not have comprehensive and collision insurance on your new car?"

    Go ahead, get your "other prices". I hope their joint lines are as squiggly as my hand writing.

    Sticker shock brings out the devil in people. Especially when they have champaign taste with a wine budget.

    Last edited: Dec 4, 2012
  2. Yarddog73

    Yarddog73 LawnSite Member
    Messages: 139

    I do all my work by myself. I am a one man show. I am retired and do Hardscaping and Landscaping for my habits like old cars and hot rods.
    I had one homeowner get a quote for a job that was $3000 more than me. The job was $11,000 total from me. He said he was not going to use me because he refuses to pay one guy so he can make all that profit???????? How do you like that logic.
  3. Gilmore.Landscaping

    Gilmore.Landscaping LawnSite Senior Member
    from Ontario
    Messages: 645

    lol....got a few of those this year. Phase 2 comes and they want a deal because they didn't bargain with us for phase 1.
  4. alldayrj

    alldayrj LawnSite Gold Member
    Messages: 3,793

    Dealt with the same thing. 11k stoop and walk. They want a patio and thats 8k. No go. Then i get a call for every random thing "what would ----- cost??" With no actual work being ordered up. They all want the next one free since they paid you for the first one
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  5. sven1277

    sven1277 LawnSite Senior Member
    Messages: 681

    I have a "repeat" customer who hasn't actually had us do work yet. I met with them several times last year to create their perfect backyard for their new home. Then she lost her job. This year comes and she has temporary employment. Now we're talking about phases for the project. That's fine. Temp employment stopped and so did our discussions. She is a nurse, her husband is a doctor in the navy. I fully expect them to start this project at sometime. Its just frustrating putting in so much time without results. When she calls again, I'm on the fence about continuing. Or saying no thanks. I've already invested this much and it is a $100k project. People can be annoying
  6. Gilmore.Landscaping

    Gilmore.Landscaping LawnSite Senior Member
    from Ontario
    Messages: 645

    The worst ones are the people who say they are looking to do a big project in the back yard next year so give them a good deal on the driveway and they will use us for the rear yard.

    Although this is true sometimes, seem more often now people are just using it to try and drive the price down.

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