How to deal with customers who postpone lawn service.

Nothing gets under your skin more than showing up to mow a lawn and maintain a property only to meet the customer and have them tell you to come back next week. When a customer postpones lawn service, it not only messes up your schedule, but it costs you money.

What can you do about this though? It seems inevitably a certain % of your lawn care customer base will think it is perfectly ok to not give you a heads up. That is the problem a member of the Gopher Lawn Care Business Forum was dealing with when he wrote

“My area has been experiencing a drought for the past few weeks. How should I handle lawn care customers who wait until we arrive at their home to mow, before they tell us they don’t want the service now?”

One lawn care business owner said “if they want to wave you off from mowing their lawn, can you ask them If there is anything else that they may need done? Can you trim their bushes and shrubs? Blow off their sidewalks, rake out their flower beds, etc. Try to do as many things as you can to make up for the lost revenue.”

Another lawn care business owner shared with us a lawn care customer letter he crafted for such a situation. He calls this his postponement letter. In it he wrote:

Dear Valued Customer,

With the peak of Summer upon us, and rain in short supply, you may be considering postponing your scheduled service for a week or so. If this is the case, please call us at least two days prior to your scheduled service date. Our schedules are normally tight and this will allow us to make adjustments to account for the change. With the rising cost of fuel and service personnel, we must begin charging a flat fee of $20.00 to offset expenses if we are not properly notified of your request to postpone.

Since our schedule is planned weeks in advance, we may not be able to service your lawn before your next scheduled service date. If you request, and we are able to provide, an off-schedule service, the charge will be your normal service rate plus 10%.

As always, we strive to give great service at competitive prices and hope to do business with you for years to come. If you have any questions, feel free to call us any time.

Maybe one or a mixture of these options will help you better deal with customers in the future that wait until you show up to postpone service. Always try to make the best of each situation and find a way to keep it from costing you money.

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