What to do with a customer that doesn’t want to be scheduled?

Oh the games customers play. It’s amazing the creativity they have when it comes to handling something that would seem to be a simple act of scheduling a weekly lawn cut. A member of the Gopher Lawn Care Business Forum was at his wit’s end when he was trying to figure out how to handle one customer that didn’t want to be scheduled, but instead wanted the lawn care business owner to drive by every week or so and only cut the lawn if it was needed.

Here is what he wrote “So I am relatively new to the lawn care business industry and only have a few customers. I thought things in my business were going good until this happened!

One of my customers, who also happens to be my boss at my full time job, told me she mowed her lawn this weekend. I was like, ‘ummm why?’ She said, ‘well I didn’t know if you were going to do it.’

I mowed her yard on the 6th and she told me she wanted it cut every ten days. So that would make the next cut be on the 16th. So instead of calling me or…oh I don’t know…. asking me at work when I was going to cut it next, she just decided to cut it. So I lose out on $40.00. Then she says ‘well next time, just drive by and if it needs it then cut it.’ WTF I don’t think so. No way am I going to operate my business like that. I told her ‘how could I do that with over 20 customers?’ I have to have a schedule and can’t just drive by and cut everyones yard as needed. I sure no one else starts acting like that.

Do you think I am looking at this the right way? I mean for now I guess I could be more lax since I only have a few clients but as my lawn care business grows, and I get more customers, I will not be able to do the mow as needed and cater to every little beck and call each client may have.”

A second lawn care business owner shared ” When I first started my lawn care business, I was willing to take all the bi-weekly customers I could get my hands on. However, after a while, they became more of a hassle than I wanted to deal with. I started realizing that it was more work for both me and my equipment so now I don’t advertise that I offer bi-weekly services anymore.

Another thing that bugged me was to see people driving by these properties I serviced bi-weekly and seeing the grass looking like crap. My first impression when I see that is that the lawn service isn’t taking good care of the customer. I know I don’t want that kind of negative reaction towards my business.

Right now at this point in the season, the grass is running full throttle and will be for another good 4-5 weeks, especially with the rain pouring down like it has. Two weeks is really too long for mid-season mowing, right now.

I’ve also noticed that anyone who has asked me to mow their lawn every 2 weeks didn’t have the money to spend anyway. That’s the real reason they don’t want their lawn mowed on a regular schedule. I think you’ll find that these kind of people will more than likely cause you more hassle than you really want to deal with.

So if you have to, play their game now and weed them out as you get more customers. What you may want to do now with her, if you keep her is just schedule her for bi weekly and two days before her scheduled day, call them. If they say no then wait till next week and mow the property that day.”

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