should I refund an unhappy lawn customer

Discussion in 'Starting a Lawn Care Business' started by kebrowns, Jun 28, 2012.

  1. kebrowns

    kebrowns LawnSite Member
    Messages: 203

    I got a new customer who before I even started her yard I told her about my wife is expecting anytime now. While doing her yard the last thing needed to be done was the edging. My edger broke and explained that I have to come back the next day. However, my wife began to have complications when I was suppose to return and finish the edging. In a nut shell I tried to explain this to the customer on three occasions but she wasn't buying it and cancelled my service all together. should I refund her?
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  2. gcbailey

    gcbailey LawnSite Silver Member
    from WV
    Messages: 2,761
  3. Dr.NewEarth

    Dr.NewEarth LawnSite Bronze Member
    Messages: 1,476

  4. OnaLawn

    OnaLawn LawnSite Member
    Messages: 63

    No not at explained your situation with your wife. That customer doesn't have a heart so keep the $. She canceled so you don't have to edge. Just thank her for her letting you do business with her and move on.
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  5. KrayzKajun

    KrayzKajun LawnSite Fanatic
    Messages: 10,737

    Bingo. I will not work for someone who has no respect for me. My family comes first.
  6. Patriot Services

    Patriot Services LawnSite Fanatic
    Messages: 14,506

    But when a family emergency happens with a customer and the check is late.......well you guys know what a double standard is.
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  7. jsslawncare

    jsslawncare LawnSite Bronze Member
    Messages: 1,673

    Ditto. I agree completely with Krayz.
  8. kebrowns

    kebrowns LawnSite Member
    Messages: 203

    In your reference to double standard. If the customer has an emergency I would deal with that situation with some sensitivity as I have done before.
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  9. Patriot Services

    Patriot Services LawnSite Fanatic
    Messages: 14,506

    I meant most of us would respond like humans.
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  10. Duekster

    Duekster LawnSite Fanatic
    from DFW, TX
    Messages: 7,961

    I would discount with a nice letter. Your problems are not her concern really.

    At the same time I would let all your clients know you have a new addition too. Take some pictures and send them out as post cards saying thank you for being a loyal client. At times I think I get to know my clients too well. They call me and fuss at me... I do my best to fix it.

    Granted, I allow time for this too happen. You should have done more to get the job done. There are times when I do not care what happens but I make it right. One of the problems of being solo frankly

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