Oh a lawn care customer is driving me crazy.

Some days have hiccups in service quality. Equipment breakdowns, bad weather, staff problems, all can factor in to things going wrong at times. In this discussion from the Gopher Lawn Care Business Forum, we hear from one entrepreneur who seemed to have a bad day and wanted some insights how to handle such a problem.

One lawn care business owner wrote “I mowed this one customers yard about 10 days ago. He wanted about 6 small bushes chopped down, the grass in the cracks of his driveway done, and edging. While I am on site, he asked me about how people pay me, 3-4 times. I told him they pay at time of service with cash, leave a check or invoice. I said we bill at the beginning of the month because people wait to the last minute. His response was ‘I always pay my bills as soon as I get them.’

Earlier in the day one of my employees popped a tire on the ZTR mower. I didn’t have time to replace it so I was cutting as is. The tire initially didn’t go flat until after it was sitting on the trailer. I had to fill the tire up twice all day. So the tire was taking 3-4 hours to go flat.

Another employee of mine knocked down all the bushes with a brush cutter except one because it was too thick. Next he started edging and trimming. At this point it started to thunder and lightning. I quickly finished cutting as the customer pulled up. First thing he said was the grass was too high and I should cut it lower. I did then told him I didn’t have hedge trimmer or snips with me that were big enough to cut the last bush. He said ok. I mentioned that with the rain I couldn’t spray weedkiller. I had the other bushes in the wheelbarrow, he asked if I was taking them with me, he then told me to dump them in the woods. After, we walked the yard and talked about ten minutes under cover from the rain.

Today I get several text. He’s complaining about the cracks in the driveway, the debris being dumped, the other bush not being cut down, the blades digging in the yard. Goes on about how I didn’t do what I was told. He found someone else. Then he says the lawn pictures on my website aren’t mine and I should go find a new line of work.

I feel like I was set up from the get go. Almost every issue was at his discretion. I could’ve told him I can’t mow the grass lower as it will scalp but I did what he asked. No one uses weedkiller in the rain. Then the pictures? Are you serious. I have 100’s that I haven’t even put up yet.

As far as finding a new line of work. I serve 100’s of lawn customers a year with 1 complaint that we dumped the leaves in the neighbors yard. So we came back the next day and cleaned the whole yard. This lady still wasn’t happy it was obvious that she was looking for a excuse not to pay. This guy is doing the same thing, every issue would’ve been fixed in a few days when we came back.

How do you deal with something like this?”

A second lawn care business owner responded “I am not going to teach how to run your business. I have seen your website and it’s nice. I even took the time to read some of the reviews customer have left for you. You should mention that you don’t cut the grass so short especially with this heat, it’s just not healthy for the lawn and you shouldn’t mow knowing your tire was out. You might need a break.

Just take a 3 day break and relax buddy. Your mind and body will appreciate that.”

A third shared “It’s all water under the bridge. He’s not worth the aggravation. When someone asks me to mow lower, it usually is a bi-weekly yard. I tell them I can’t because it will only make their yard look bad as well as reflect poorly on my service.

Many folks think the lower a yard is mowed, the longer before it will need before mowing again. Run from those individuals if they insist it!

Move on…How much we talking about here? Not enough, I’m sure. We all have been stiffed and it probably won’t be the last.”

Read more about Lawn Care Business Bidding Tips, Upsells, And Disasters To Avoid. Learn how to improve your bidding process with thislawn care business book and be prepared before hand by knowing what you should be looking out for before a problem occurs.ā€¯

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