Idiot Customer who is not a MILF

[Stephen M.]

Back in May, this broad calls wanting a quote on lawn care. I visit the property and quote a $60 + tax per cut and leave the paperwork. I hear nothing until Mid June and she wants to have me start because the "lawn mower broke and wants an every 2 week cut. She still had the paperwork I left; I rarely do anything w/o the signature on the work order.

She was uncertain how long they would retain my services, but I will take the money where I can get it. We mowed June 25 and twice in July.

She calls me on Saturday August 1st asking me not to show up on August 6 which was our next scheduled mowing because "since it has been hot, there isn't anything to mow; and I want to go to 1x per month".

Okay, so in my mind, based upon her request, I will cut her lawn in 4 weeks or on August 24. From the heat wave the NW has been having this summer, that would be about right in terms of growth or the lack thereof.

I get the following email from Mrs Idiot on Saturday evening:

"I think there may be a miss understanding in how I want to change my service. I just wanted to have the mowing put off a week because it was not quite long enough to mow and change from 2 times a month to once a month. I was expecting the lawn to get mowed this week and no one came. I really need it done before Wednesday the 19th. Is this going to be possible?


Lisa R******
43*-****


So I call her right away and I tell her that was not what she requested per our conversation on 8/1. She starts to get huffy because I'm not backing down as I told her that if she wanted a delay in mowing by 1 week, then that is what she should have requested or if she wanted the lawn mowed by the 13th, she should have requested every 3 week mowing. Mrs Idiot Beotch then says that she will just cancel our service and "find somebody easier to work with" (What the expletive???). I tell her that I am easy to work with if she would just communicate EXACTLY what she wants and the Beotch hangs up on me!!!!!

So I'm pissed about it and send off this email ( yes I know its professionally questionable):

"You specifically asked for 1x per month. If you were "expecting" us last Thursday, then you should have requested every 3 weeks because 3 weeks is not 1x per month which = 4 weeks. YOU screwed up. I did exactly what you requested. We do Port Ludlow every Thursday and Friday. Before the 19the is out of the question.

You ain't gonna blame me for your screw up lady."

To which the return email is:
"NO problem. I would like my service cancelled as of this day August 15th, 2009. This way I won't "SCREW" up anymore."



FINE, it was a temporary mowing situation anyway. BTW, having any of you perfected the art of mind reading? If you do, let me know how.

[sjessen]

With new/temporary customers it is best to followup emails, etc. with a call back to be sure communication is understood on both sides. Established customers usually go with the flow. Not siding with the lady at all but it is usually best spending more time with them in the beginning to educate them on your routes, methods, etc. A lot of future problems can be eliminated if both sides understand each others expectations in the beginning. Your post said you left a contract. My guess is the only part that was read was the price.

[steve-o]

I Have My List Of Rules.........................

here in hooterville i don't play that game.

steve-o

[Stephen M.]

I'm always clear about the schedule,

afterall, its my reputation on the line everytime I get a new customer. The problem with some people is that they think that THEIR sheet don't stink.

The beotch knew our company would come every other thursday. I dunno what is going on with her, but on the last mow my crew did, they mowed and put the mowers back on the trailer. As they were grabbing the weedeaters to finish the job, she comes flying outa the house and accused them of leaving before they finished the job. They politely said "no mamamn, we aren't" and had to educate her on what they were doing. Come on, it should be obvious that a guy can't stringtrim and run a mower at the same time!!

There's no law that says that you have to string trim 1st and then mow. Its easier to mow and then you can go back and get what you couldn't do with the mower.

[steve-o]

No Disrespect To You Stephen................

i'm small time compared to your deal or what i take it to be, but i would think by now you could spot these trouble customers a mile away. i understand the thing about $$$, but again, you should know these kind of deals don't work out and just cause trouble for you as an end result. i guess that's why i have only three lawns like college boy says.

steve

[MASTERMOWER]

An example of Three Strikes and Yer Outta Here.........

Back in May, this broad calls wanting a quote on lawn care. I visit the property and quote a $60 + tax per cut and leave the paperwork. I hear nothing until Mid June and she wants to have me start because the "lawn mower broke and wants an every 2 week cut.

Strike one.

She calls me on Saturday August 1st asking me not to show up on August 6 which was our next scheduled mowing because "since it has been hot, there isn't anything to mow; and I want to go to 1x per month".

Strike two.

I get the following email from Mrs Idiot on Saturday evening:

"I think there may be a miss understanding in how I want to change my service. I just wanted to have the mowing put off a week because it was not quite long enough to mow and change from 2 times a month to once a month. I was expecting the lawn to get mowed this week and no one came. I really need it done before Wednesday the 19th. Is this going to be possible?

Strike three.

The rest of your post should be expected after the three strikes. Would have been better to ditch her (after strike three) before all the drama started. :alien::alien::alien:

[Stephen M.]

I understand what you are saying, but a problem customer is not always as easy to spot except when you are viewing it as an outside observer after the fact.

Its kinda funny the you guys talk about your problem customers and fail to take the advice you are so glibbly dishing out now regarding someone elses problem customer.

I regularily provide a few mowings here and there for people who need the service for just a few weeks while out of town for vacation or surgery. Its easy to sign up these people and get them on the mowing schedule and route of my mowing crew. The mowing crew are the ones who take the brunt of anybody who is having an off day, but as the boss/owner, I deal with the sheet that is directed at me.

There is no way to have avoided the "drama" because she didn't communicate her instructions clearly. Any lawn monkey can follow instructions if the person giving them was clear. In this case, the instructions were as clear as mud. I'm not beotching at the lose of a customer; I lose one, I gain 2.

[MASTERMOWER]

Instructions.

There is no way to have avoided the "drama" because she didn't communicate her instructions clearly. Any lawn monkey can follow instructions if the person giving them was clear. In this case, the instructions were as clear as mud. I'm not beotching at the lose of a customer; I lose one, I gain 2.

There isn't? I don't allow my customers to dictate when I'm gonna come mow the lawn. Each customer of mine must agree to this before servicing their lawn every season. Once you allow them to call the shots, the system is set up for problems. Forget it, it's either weekly or bi-weekly for me. And if it's bone dry I'll adjust the scheduling as I see fit. Of coarse this is a smaller town, so I have some luxuries you might not.

[scagguy]

There isn't? I don't allow my customers to dictate when I'm gonna come mow the lawn. Each customer of mine must agree to this before servicing their lawn every season. Once you allow them to call the shots, the system is set up for problems. Forget it, it's either weekly or bi-weekly for me. And if it's bone dry I'll adjust the scheduling as I see fit. Of coarse this is a smaller town, so I have some luxuries you might not.

Yep....once you give up control, you're just another lawn guy.

[steve-o]

Explain Yourself A Little More.................

Its kinda funny the you guys talk about your problem customers and fail to take the advice you are so glibbly dishing out now regarding someone elses problem customer.

we responded and now your coming back on us............i for one hate a problem customer and try to do all i can to avoid them. the more i'm in it, the better i get or at least i think i get better at avoiding them. i'm more or less solo and so is college boy. our whole way of thinking is different than yours. i have friends around here with the 3 man crews and some with two crews and they take anything to make $$$. i don't and try my best to see a problem b/4 it starts. sometimes i win and sometimes i lose. i'm sure college boy is in the same ball park.

steve

[Stephen M.]

There isn't? I don't allow my customers to dictate when I'm gonna come mow the lawn. Each customer of mine must agree to this before servicing their lawn every season. Once you allow them to call the shots, the system is set up for problems. Forget it, it's either weekly or bi-weekly for me. And if it's bone dry I'll adjust the scheduling as I see fit. Of coarse this is a smaller town, so I have some luxuries you might not.

I don't let them dictate either, but I do make a reasonable attempt to work with their needs.

In this area, most people do either 10 day rotations (which we won't do) or they do 14 day scheduling. Not to do 14 day schedules would mean much less work for me and much more work for my competitors. My weekly customers are either irrigated lawns or full maintenance accounts.

We operate in one incorporated city (Port Townsend, population 8000 + or -). The rest of the areas are small rural "towns" and everything in between. While we have 74 core customers, they are scattered around the NE part of the county. The county houses about 21000 people total.

As long as they accept a spot of the day of my choosing along one of my set routes, no problem if we have room. The majority of my mowing customers don't water their lawns, so for those customers mowing is usually March-July. This year is a very short season because it was colder until April and it dried out by June. Since revenue is down anyway because of a cruddy economy, it has been more tempting to take on short term customers to help boost sagging revenue. In 2008, we were grossing $30,000/month; this year its only $24000/month. And I haven't been able to cut expenses in a preportional ratio

I've lost 5 mowing customers; my microsoft millionaires pared our work back significantly; where as my other 2 millionaire customers have not. We do alot of renovations which are sharply down.

Some of my short timers work out and some don't.

[Stephen M.]

we responded and now your coming back on us............i for one hate a problem customer and try to do all i can to avoid them. the more i'm in it, the better i get or at least i think i get better at avoiding them. i'm more or less solo and so is college boy. our whole way of thinking is different than yours. i have friends around here with the 3 man crews and some with two crews and they take anything to make $$$. i don't and try my best to see a problem b/4 it starts. sometimes i win and sometimes i lose. i'm sure college boy is in the same ball park.

steve

Okay, I was being reactive instead of thoughtful. We have had the luxury of being selective in our work that we take on, but much of our one time work that helps round out the bottomline is way down. Alot of our work this year has been coming from our 74 core customers.

For instance, I have been able to sell 2 customers on irrigation retrofits: changing out Hunter rotors which was the Techno improvement in irrigation delivery systems over the past 2 decades to upgrade to Rainbird 1804 Sam with a Walla Walla rotor head on them. One is on a well and we installed their irrigation system and landscape about 15 years ago and the other is a system we installed 20 years ago.

Lawn mowing is more than half of our core customers, but probably only about 1/3 of the revenue stream.

But as i said in the post with MM, revenues are down, and I can't cut expenses fast enough to balance the shortfall. We are still choosey about the customer, but I'm of the opinion that I will take the $$$ when and where I can get them. Unfortunately, 2 of my core customers have stiffed me this year and a new one to the tune of about 2K. One is my landlady, so I will be able to pay down rent with what she owes; the other 2 are headed to small claims court and or liens.

Part of the problem I am having is that the bad economy is bring out people who want to get work done; probably have less than sterling records in making good on what they owe; and being PITAS because of the poor economy. I'm not alone. Most contractors I talk with are giving out mass bids and getting very few because people feel that they can chew you down to your last penny. As one of my neighbors who is an excavator said: "The customer has you over a barrel and they know it".

[GeeVee]

As one of my neighbors who is an excavator said: "The customer has you over a barrel and they know it".

And from the sounds of it, you believe HIM....

The Customer is always right.

Except most all the time.

You are right, we weren't there when it all went down, we only know of your side of the conversation.

I'll give you this, its what I have. (I did not read all of the posts)

When times are booming, everyone is running around fat dumb and happy, thats when you run a tight ship. You are then positioned to ride out the downturns, and are in/equipped for the long haul/still around.

My grandfather told me, only once....

You keep your problem customer happy, the rest of your customer list is easy to maintain.

I prefer clients, over customers. Customers think they know more than you, Clients know they don't. As long as they have trust in you, your word, and your work, they'll never drain you over money.

You work these three things, and you'll not be discussing this topic again. I think you have something on the ball, for sure, but I have noticed sometimes you are on the wrong side of a customer service issue that could have went your way, if you were stronger in interpersonal communication. Not saying you aren't thorough, or professional, just that you don't pick up on mental, verbal or physical cues until its too late.

Then again, I could be wrong.

But I don't think so.

[steve-o]

GeeVee IS THE MAN............

Okay, I was being reactive instead of thoughtful. We have had the luxury of being selective in our work that we take on, but much of our one time work that helps round out the bottomline is way down. Alot of our work this year has been coming from our 74 core customers.

For instance, I have been able to sell 2 customers on irrigation retrofits: changing out Hunter rotors which was the Techno improvement in irrigation delivery systems over the past 2 decades to upgrade to Rainbird 1804 Sam with a Walla Walla rotor head on them. One is on a well and we installed their irrigation system and landscape about 15 years ago and the other is a system we installed 20 years ago.

Lawn mowing is more than half of our core customers, but probably only about 1/3 of the revenue stream.

But as i said in the post with MM, revenues are down, and I can't cut expenses fast enough to balance the shortfall. We are still choosey about the customer, but I'm of the opinion that I will take the $$$ when and where I can get them. Unfortunately, 2 of my core customers have stiffed me this year and a new one to the tune of about 2K. One is my landlady, so I will be able to pay down rent with what she owes; the other 2 are headed to small claims court and or liens.

Part of the problem I am having is that the bad economy is bring out people who want to get work done; probably have less than sterling records in making good on what they owe; and being PITAS because of the poor economy. I'm not alone. Most contractors I talk with are giving out mass bids and getting very few because people feel that they can chew you down to your last penny. As one of my neighbors who is an excavator said: "The customer has you over a barrel and they know it".

i'm in the same boat, but on a smaller scale. i've lost a ton, but i have been able to adjust the #'s due to being mostly solo. just a thought.... if i can adjust on the small scale, maybe you can re-think some of your #'s and make it the same as b/4. that's pretty much what i have done here in hooterville for the last two years now. this year has been a fight though.

steve

And from the sounds of it, you believe HIM....

The Customer is always right.

Except most all the time.

You are right, we weren't there when it all went down, we only know of your side of the conversation.

I'll give you this, its what I have. (I did not read all of the posts)

When times are booming, everyone is running around fat dumb and happy, thats when you run a tight ship. You are then positioned to ride out the downturns, and are in/equipped for the long haul/still around.

My grandfather told me, only once....

You keep your problem customer happy, the rest of your customer list is easy to maintain.

I prefer clients, over customers. Customers think they know more than you, Clients know they don't. As long as they have trust in you, your word, and your work, they'll never drain you over money.

You work these three things, and you'll not be discussing this topic again. I think you have something on the ball, for sure, but I have noticed sometimes you are on the wrong side of a customer service issue that could have went your way, if you were stronger in interpersonal communication. Not saying you aren't thorough, or professional, just that you don't pick up on mental, verbal or physical cues until its too late.

Then again, I could be wrong.

But I don't think so.

this guy is good on his post. i get most of his stuff and yes, sometimes i have to re-read and then re-read again. his posting style is cool. his post on your take was easy as compared to others he has made. if i was to sit down and drink a beer with this beotch, he probably wouldn't understand sheot i was saying...................:laughing: we'd get along though.

steve-o

[clclawn]

if i can adjust on the small scale, maybe you can re-think some of your #'s and make it the same as b/4. that's pretty much what i have done here in hooterville for the last two years now. this year has been a fight though.

steve




steve-o

I don't know about that, i don't think i could cut 6k out of my expenses without major changes, like getting rid of key people. then where are you when things get better.

The companies who make it through this time are the ones that will thrive when things get better. he is doing it right to make it through.

Remember, the smaller the biz, the more flexable it is.