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Discussion Starter · #1 ·
I have a customer, who tells me after I cut her lawn, that I did a "crappy job." She didn't like how the grass was laying after it was cut, and was comparing it to the lawn on the side of her driveway, saying that part looked better(to me, they looked the same)

I asked her if she wanted me to go over it again, because even though I thought it looked fine, I wanted to make the customer happy, since she clearly wasn't. She says no. And after she says I did a crappy job, she tacks on "but I'm not mad. You must have been out way too late last night." Right, out real late, in bed at 11pm. Don't party, don't get drunk ever, and especially not on a weeknight. I'm thinking of calling her and telling her she should find someone else. What would you do if you had a customer like this?
 

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How much more you got till the end of the season? Not much right........

Don't sweat it...........If she continues then when the season is over you make a decision.

I have customers for years that I can never please them, and we still have them. Some just like to voice an opinion. It's generaly not abusive, so I let it slide............if it escalates, I have a chat with them.

If it is a new client and that junk starts at the beginning. I have chat with them immediately. See how the conversation goes, if there is no flexibility displayed by them, then we ask them to find someone else.

But at this time of the year. I want to finish the year and get all I can get out of them.
 

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Just wondering, when you looked at the area customer was complaining about, did you look at it from the very same place she was looking at it from, and the same height?
Grass can definitely look very different depending on the angle. Not saying the job was bad, but maybe she was looking at it from the worst possible angle.

How long have you been doing this account or how many cuts?
First complaint or just one of many from her?
From your side, machine working correctly, blades sharp, etc.?
 

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Discussion Starter · #8 ·
I was standing in the same spot she was. My equipment is in good working condition. She was one of the first customers I ever had, I've had her lawn for the last three years. We had one misunderstanding last year as well. If its possible, I think part of the problem may be with her lawn. the lawn is very thin and flimsy, at least in the front yard. In the back yard, the cut is always nice and flat. I didn't bother to point this out to her, as I don't really think it is worth it to argue about it. Thanks for all the input though guys. I think I'll just stick it out with her, and if it gets worse, I'll cancel her.
 

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I had a customer tell me today, " I want my grass cut as short as you can get it." and then in the same breat told me she wanted a full lush lawn!" This is a fescue lawn so Geez....:dizzy:
 

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I agree with Glan.... get some info together to explain Aerating to her, and overseeding. EDUCATE the customer! If you don't, your replacement will, and he'll make all the money while you look like a schmuck for not trying to help her make the lawn look better.

As one other member once said;"You can't polish a turd"
Although you probably shouldnt use that exact wording with the customer, you CAN and SHOULD walk the property with her...ask her if the other parts look OK, then show her the difference in the thickness of the lawn....... she may not have ever considered any factor in the Lawn's health, other than your mowing services.

Good Luck
 

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I think if someone made that kind of comment to me, it would be a problem. Customer sevice does not equal abuse. That is rude and uncalled for, and I would have dropped her on the spot. After I politely took her to task for questioning my integrity and professionalism. I am sure she wouldn't think of saying something like that to a doctor or lawyer.
 

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fortunately i only have one client who is sometimes a pain. i am willing to put up with a lot more of her bs only because it is a ten minute yard and i have a minimum of $30.00. i guess you have to kind of weigh it against its profitability for you.
 

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I would finish out the season with her. Make suggestions like GLAN posted earlier. If she isn't willing to spend the money to fix the problem then consider discontinuing service next season.
 

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Four Star,

Why did you leave without getting to the bottom. I mean did you just giggle when she said, "you must have been out late last night"? Why did you let her 'sharpshoot you'.

Example: 2nd time at this lady's house. She came out afterward, I guess so as to ispect the work, I dunno. Maybe, trying to get to 'know the new Lawn guy'? She walks out looking around and I dont' know if she was trying to break the ice or what? But she points and says: "missed a spot, I think that spot was missed". Now, Im looking at her, Im not even looking at the yard. I say "Ms. ??, we dont miss spots". She seemed to try a couple other little comments, I dont remember and I explained that if she enjoyed coming out to inspect work and find fault, she might be better off hiring a neighborhood kid. We were proffessionals....so on and so forth.

Put the customer to a decision!
 

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Discussion Starter · #18 ·
Total care,

When she said that, I just said, "yeah, I guess so."
Probably not the best response, but at the time I didn't know what else to say to her. For some reason, like I said in my initial post I believe, I usually don't think arguing with a customer about something is going to change how they feel about it. If they think I did a bad job, nothing I can say is going to sway their decision. I'm still pretty new to the game, 3rd year in, and this hasn't ever happened to me before, so I'm just a little stumped on I should have/could have handled it.
 

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Ah, don't worry about it.

This is your first comment like that in three years, man your doing great! Water off a ducks back.

By your comments and the fact that you posted 38x in a year on Lawnsite, maybe your not the most assertive person, don't worry about the customer. Sometimes just smile and forget it.


But,
If you can afford to dump her and you think it would be a little therapeutic......then the answer is crystal clear!
 

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Discussion Starter · #20 ·
yeah, as far as customers in three years, I haven't had very many problems with them. The ones who had one with me cancelled on me, heh. But as far as the ones that I've been able to keep, I've not had a problem with any of them. Thanks to all for the help/advice.
 
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