This Client Complained: I Didn't Apologize!
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- Опубликовано: 10 июн 2021
- A client complained about a couple of our guys. Mike wasn't happy about it, and did not apologize. How should complaints like this be dealt with? Let's talk about it!
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#LawnCareBusiness #CustomerComplaint #BadCustomer
What do people expect? Lawn guys to mow in a suit and tie?
That may be my new gimmick! Black Tie Lawn Care. We are fancy!
@@scottmckibben6463 I tried it already 😂
@@timthelawnmowerman new clean shirt every client... haha! maybe the shirt with the tux printed on it..
@@scottmckibben6463 😂
Right
Never had a customer complain about one of my guys being too dirty😂
Your guys aren’t working hard enough
@@caseyporter499 only rookie lawn care workers get dirty. Its a true sign of not knowing your way
You should be wearing a tuxedo and top hat at every lawn.
@@saulfalcone4817 You could wear that, as long as you remember that your blower can easily clean off any mess except mud....
@@jaybee6695 your right. But I hold my head tall as a “kid” because I know I have a lot to learn and I’m not afraid to go out and get dirty.
This proves my point. I was a manager a while back and I don’t do that “customers always right” crap. Customer may have an issue and I’ll do what I can to resolve it. But they are not always right.
My whole philosophy of it is of the customer is always right, why are they hiring professionals?
Screw customers lol
Most likely they charge extra for edging/trimming and the customer didn’t either know what that included or didn’t want to pay for it. Then when the guys show up they ask for it.
The one thing you learn working retail is that the only thing the customer is always, is an @$$hole.
customer is always right only works ina food establishment or sum 😭😭😭😭😭😭a legitimate service ,shut the fuck up and let me work
Let me see if I get this straight.
The shabby guy in ill-fitting clothes and grass in most of his driveway is complaining that his lawn care guy has some grass on him after a long day?!
You are a better man than I would have been in that case.
I probably would have asked him if he had such a problem with the cleanliness of my workers if he'd let them wash up in his house.
Right that 40 ain’t worth it
I know right my response would have been something along the lines of "Really the guy who's been out mowing lawns all day for lazy slobs such as yourself was dirty? Damn dude that's crazy! Let's see if we can work together and put 2+2 together on that one to see how that could have transpired."
If I come home clean with no dirt, grass trimmings, and sweat on my head; my wife would think I hung out at the lake all day with my buddies.
😂😂
Ha. I get a questions every time I'm to clean.
Uhhhh yea-
Wow- is the employee there for the job or for the customer to gaze upon. I guess i would just figure the employee just had a reflective job prior to mine.
Absolutely no team throwing and focus on solution addressing. No need to rush or steam roll the clients expressing gas/experience.
@@MikeAndes you might ask your guys to wear 👠👗and lots of perfums so the customer might be happy !! 😆😆
Same here
Love a boss who stands up for his employees. Not to many employers do that, it's just easier for them. Great job.
He didn’t stand up for them. Not to the customer anyway...
@@mrdobalina3451, What did you want boss to do...?...shove the client around few times..?
He did stand up for his employees by NOT throwing them under the bus, not agreeing with the customer, and NOT apologizing for anyone's appearance or supposed behavior.
@@bkdexter79...as it's self evident in the video.
Absolutely goes so much further and builds moral and loyalty with your crew
This guy absolutely gets it. I really wish the world had more bosses like this. These are the types of bosses that employees are happay to work their assets off for because they know they are respected. I absolutely love it.
Wow! Can't believe they actually said something about a lawn care guy being dirty. Awesome job handling the situation and I love your truck setup.
His face was dirty? Oh no! I would never let someone mow my lawn with a dirty face lol
Haha, seriously. That just means he was actually doing his job.
...and long dirty blond hair...must be a homeless bum... :D
Right? Who even says that. What an idiot
Had a guy do my lawn once and it was a fair size with a pine tree and bushes and by the time he was done he was dirty I offered him so ice tea and he appreciated it. This type of work is dirty like come on it’s understandable
I'm just wondering what this guy says to his mechanic when he takes his car in to the shop.
I hate customers like this. He's just a miserable old man, looking to ruin someone's day. "He's dirty." No shit. He works a hard, dirty job, genius. Some customers aren't worth keeping around.
Totally agree, that was rude.
I’d cut my own lawn and I’d get dirty and smell like gas and get grass clippings all over me
@@allaboutroofing2 It certainly can be.
@@allaboutroofing2 yeah it’s not the dirtiest job on the planet but it’s definitely dirtier than fast food
@@allaboutroofing2 im a landscaper, trust me you get dirty. Don't talk down on others when you don't know
As a single employee landscaper of my own company I've seen people try to take advantage of other companies and individuals you handle this very well respectfully I wish you the best season
Man, I would work for you in a heartbeat. That you know "don't throw your team under the bus" shows that you are a quality person to work for. I had 1 boss like that, and I respected the hell out of him. I can NOT say that about other bosses I've had.
“Back in my day we would shower between job sites and change into new clothes after every cut, including our underwear” !!
🤣🤣
I dont wear undies.
Lol
@@dubdsy5376 Oh the thought police...KAREN
I like to freeball
Some people will ALWAYS find something to complain about no matter how much you do for them... Good job and Good luck
The lawn business I use to work for before I decided to move on, If they got to many complaints especially from the SAME customer over and over they would blacklist that customer cause they would/will try to find something to either get out of paying or trying to make the company seem like they're doing a terrible job when in reality we did EVERYTHING correct. To me I always say in my head or to my co-workers what I want to say to the customer that complains "If we do a terrible job than why don't you go buy you a lawn mower and weed-eater and do it yourself for free?" I know some people can't be out in the heat very long, very bad allergies etc, but 90% of the ones that complain are lazy or they don't know how to operate a mower.
@@Titan.Fox56 Just like with anything dealing with people/humans, a hell of a lot of game-playing and power struggles go on.
I have actually personally KNOWN someone (friend of a family member) who used to do all MANNER of yardwork, but for the most part wanted simple mowing jobs.
More that one time, he had a good-paying customer who, for whatever reason, he did not like. Each time, it was a customer who spoke up if something was not done to his satisfaction.
In other words, the PAYING CUSTOMER complained about poor service!
So the yard guy (admittedly) deliberately did something each time, that he knew the customer would complain about, until finally, the customer had enough and called somebody else.
All because the yard guy did not want anyone to complain about his work. He had plenty of simple mowing jobs, and certainly did not need any ONE customer's business.
Both jobs were more complicated/difficult than he really wanted, but he didn't have the guts to just honestly turn down the jobs for that reason.
Instead, he caused friction and bad will with two different well-paying customers, while happily taking as much money as he could from them before running the customers off.
💯👌👏
Like this prick ? Right ?
"The customer isn't always right", words every boss should know.
I went into customers homes for years and I think your line of "He's working hard!" would've been the perfect response to this customer's complaint. It seems like customers forget that people who do work for them are humans and that comment would remind people that y'all are in fact humans who sweat and bleed. If he wants someone to be prim and proper while they cut his yard then tell him to take a shower and do it himself!
As a former owner of a lawn care business and sales rep, the customer IS NOT always right! The trick is making them think they are right while still getting your way!
That's a key to any negotiation.......or marriage.
Wow this dude is beyond ridiculous been in lawn care and trees my whole life and this definitely tops it on the dumbest things I've heard customers say. Had a lady come out screaming because I was blowing the yard clipping of the driveway into the yard and not using a broom to sweep them up I turned around and left
That definitely got me LOL 😂
Why would you blow lawn clippings back onto the lawn? Isn't she right that they should be swept up? I personally always sweep up clippings bc in my experience leaving or blowing grass clippings onto the yard increases thatch buildup much quicker.
@@norcal-ce7yk Thatch build up comes from mowing too short, overwatering your lawn, too much quick release high nitrogen fertilizer, and compact, poorly drained soil. Your grass clippings aren't going to cause thatch build up if you're mowing regularly and mulching.
Have worked in law care for 20 years and this myth needs to die.
@@norcal-ce7yk Nope
@@norcal-ce7yk I have heard that if you cut your grass regularly you shouldn't pick up the clipping at all. You should leave them to build the soil.
Bro as a medical professional I can't harp enough on how important it is to support your team and build them up at the same time. When it comes to a team and a business you have to have positive solidarity. I love you, dude. You're a true leader.
Not only is your appearance, curtesy and work ethic top notch but your support of your employees is the best I've ever seen...well done and good job.
The client looked like he needed a little "work" himself.
“Sorry about the confusion. “ goes a long way.
This video has been recommended to me constantly for the last month and I finally clicked it. Now i see why, this is no ordinary lawncare video. You dug into every detail of running a business that everyone skips over
Really great insight in customer relations here. I don’t own a lawn care service but, you handled every aspect of dealing with a disgruntled customer with impressive finesse. Not throwing your guys under the bus is huge. You didn’t get heated; even when the customer was clearly ignorant. Also, you keeping the boss title out of his mouth was a fantastic play. Very very smart. Impressive.
Lord have mercy I don’t miss working with the public! 🤦🏻♀️😂
Same. I don't work for homeowners any longer. Not worth it at all.
How offensive was he to talk about one of your guys like that. Don’t think he’ll end there when it comes to complaining, those type of customers find things to moan about.
Yea I honestly wouldn’t deal with clients like this. The $40 isn’t worth the headache.
Yea it’s really not maybe bump the price if he does keep complaining
Good thing he pointed out the mistakes. Because you weren't there so it's good to hear from someone who is actually there.
“Offensive” is not the word to use. yes, he was extremely rude, but you can tell in his own head he was trying to be nice about it. Some people have terrible communication skills and are stuck in their own world, elderly are the worst in that sense. He was in the wrong and his comments were unnecessary, but that’s life, gotta focus on more important things than getting offended by the words of one single individual out of millions.
@@jmielke4341 I would say regardless of intention, offensive words are still offensive words. People should learn that so they can make adjustments to their day to day vocabulary so they aren't making the same mistakes again.
I love how you defused the situation, didn’t denigrate your employees and made the client felt heard. Nicely done.
How many times did you have to tell him that you would update the notes about trimming! Good on you for standing by your team…happy staff = happy customers.
The guy was dirty ,he's a working man doing hard work.this guy is a nut job.It would be a different story if he was a doctor.I would never keep a customer like that
A paying customer..
I did this work once apon a time....there was a woman that wanted to py$25(AU) for two men for three hours...as she was arguing with the boss...I put straight round up in the weed sprayer...and took "care" of all the plants in the front and front lawn...we laughed all the way home
I agree. Would have said “all my guys work hard and I don’t appreciate you talking down on them. I will not be servicing your property anymore.” Proceed to find a new client whose not a pain in the ass to replace the revenue.
That’s what I’m saying these types of people aren’t acceptable with that yard, now if man had a $500 yard he wanted done weekly? Yeah he can be a dick all he wants😂
You get dirty cutting grass.
How you deal with the client depends on the clients personality type. Some clients are looking to have the problem fixed, no muss no fuss. Some are looking for reassurance they are being heard and understood. Some want to vent on you and there will be no consoling them until they get their pound of flesh. How you react sometimes depends on who you're dealing with.
Some want to have a perfect lawn but refuse to listen to the professionals about how to do so. Had one customer that NEVER stopped watering his lawn and did so for HOURS every day. Even in areas that were almost always shaded. Then he wondered why his grass was dying. Blamed it on out mowers.
Some just want it for free
A year late, but I’ll give you a like. I’m genuinely impressed by your business sense and the trust it allows you for your employees. I’m not in the field and was actually researching rental property lawn care, and I feel like I truly learned some management insight AND saw a fine example of what an employer should look/act like. I hope you’re thriving, because it seems you should be. Subscribed.
Wow an owner of a company that actually cares about his employees and doesn't instantly make his employees feel like shit for working hard for him. You sir are awesome! Thank you for being a stand up guy!
Wow too dirty? I’d fire this guy immediately, definitely gonna keep calling about dumb things.
“He was dirty”
Lol
It’s a landscaper/lawn business. Depending on the lineup you’re either gonna see fresh in the day mower guy, or 4 lawns in and dirt/grime guy. That’s called WORKING.
To complement the owner: very well down to earth minded person, I bet he is a great person to work for! 👌👍 Good to see that type of people in charge of companies, he understands the workers!
Glad to see a manager/boss that show's compassion for his crew regardless of the situation their there to provide the services and wouldn't be if they didn't.
I think what was said about not throwing your guys under the bus showed great integrity. More bosses and foreman should follow that. You need to go to bat for your guys, and if they aren't the kind that you can do that for comfortably, then they shouldn't be employed there.
I would keep a bad habit before I keep that client.
right! next!! Ain't nobody got time for that lol I let them go for less
Just the first few moments with this guy and already know that no matter how well you did, he'd find a reason to complain.
As a small business owner (carpentry) I love watching your videos and others it’s a good learning experience
“.......he was dirty”
I couldn’t help but to laugh. He didn’t like the fact your guy didn’t trim so he went extra on it.
I really appreciate you sticking up for your employees. That goes a long way with your crew.
Good for you! Idk why I got this recommendation but I’m glad to see you not just siding with the customer. This stuff drives me crazy irl. People aimlessly complaining about things and then bitching about workers just because they are young. How cringe
I really like your management style. Not just with the business as in work and budgeting time but how you handle unhappy customers. Great tips and it's nice to see an owner who looks for a solution instead of going into blame mode against their employees. Also like how organized the equipment is on that truck. Neat and clean.
for the Weed eater, keep some string in your back pocket so when you do run out you can pop it in and keep going without walking back and forth
I put pre filled rolls in my back pocket
This is the kind of content that starting contractors, like myself, absolutely need to see. You handled that situation with so much grace and strategy, I am a naturally apologetic person and from experience I know as soon as you say “sorry” or as much as “I apologize” they think they’ve got you in the palm of their hand to get whatever they want.
I used Augusta when my mower was down because a friend of mine owns a franchise here in the Memphis area. You guys do a fantastic job, and your customer service is flawless.
You have a very wise head on your shoulders and you handled the situation perfectly,the customer was happy and you didn't throw your employee under the bus this is why your a successful business man/ employer....that was a pleasure to watch and a great learning moment ...I loved this!!!!! Thank You 😁😁😁😁😁😁😁😁
Really love the way you are so professional with everyone, and your team is everything. Trust is everything love the way you deal with the client. Seems like you are a great person and a great boss. Keep on pushing on.
He's concerned about cleanliness? Was he supposed to cook up a steak on the muffler once it was nice and hot?
I’ve had a customer literally scream at the top of her lungs and call me extremely rude things because she didn’t want her lawn mowed. The weather was going to be bad the next day so we were there a day early. We have a grace period of coming a day early or one day late due to possible weather implications. All I did was pull up to the property. It took all of my will power to not respond back in the way I really wanted to lol. Long story short we fired the customer. Also why does your steering wheel look bent back?😂
how does a customer react when you tell them "you're fired!"?
@@Skud0rz they usually act surprised because my business is small and they think they can work their way into super cheap prices as if they think we desperately need their business. So when we tell some people that we are no longer going to offer them services due to them being disrespectful or just trying to tell us what we should charge which is also disrespectful, it is a satisfying feeling to fire a customer who you don’t want to work for anymore. We always keep it professional when firing a customer and usually recommend other landscaping company’s they can go through and most likely pay higher prices haha.
How do you fire a customer....?
@@w.e.s9711 im sure you can just blacklist them
@@w.e.s9711 simple, you are no longer able to employ that company for services.
This video proves the professionalism of this company. Your videos are excellent and the instruction is superb.
I owned a lawn maintenance company for 28 years. I personally trained my employees as I was trained when I started. I knew my employee did their jobs correctly, because I won’t have it any other way. I was not afraid to fire a difficult customer.
we had a family landscaping company for 30 years and in all honesty the customer WAS always right. my uncle didnt discriminate when he hired people. he hired criminals, and all races. problem was, alot of them were stupid, lazy, and broke alot of things. we would have to put the people in tiers. the more important work we put the smarter people like mowing the big businesses that we had for clients for many years. and then the more stupid people we had to put into grunt work like mulch. and even then they messed that up most of the time. even when we would send someone smart to guide them we still got complaints and then my uncle would have to go and basically kiss ass and make the owners calm down and feel better. and thats how we kept the same contracts from huge places for 15 yrs straight. dud ein the video is mowing residentials. big deal. when your making thousands and clearing over a million a year, you better kiss ass. we had companies who wouldnt take lower bids because they dealt with us so long and built a relationship with my family that they knew they could talk to us and get things fixed when we were wrong.
You cannot fire a customer, smh. You simply quit.
@@MelodicMizeryPs3Vids There is a huge difference in what you "uncle" did versus what Mike does, in that the customer is always right. Your uncle hired unqualified shitty workers to try to save HIMSELF money. Mike hires and trains qualified and competent workers that always do the job right and know what they are doing as well as not to damage anything. If you uncle wasn't a shitty business owner he would have had wayyyy less complaints if any at all and would have made even more money. But he wanted to make it seem like he was giving people down on their luck a chance at a job...lol...give me a break. He wanted cheap labor because he knew they would work for less with their records and qualifications. Shitty comparison and even shittier employer in your case.
@@goober2964 Firing a customer is a legitimate term used in the customer service industry, your privilege is showing.
@@loyalty5207 Contractors cannot "fire" their employers, lol. Why? Because the contractor is not paying the client. All the contractor can do is "quit".
Mike I really would love to hear the story on how a 250 steering wheel could get bent
Little short guys trying to get up in a big truck 🤣🤣🤣
The world needs more people like you, keep it up
I've read a few of the comments and for the life of me I can't figure out why no one is amazed at how savvy (wise) and intuitive you are!?!?!?!? Your approach to business is one thing, but the "life lesson" you just gave ALL of us is beyond anything I've ever seen on RUclips!!!!
Mike , you were way to clean mowing that lawn hahaha 🤣
I really like how you brought up being solution-oriented; a lot of people love to complain, but then don't come to the table with a solution or don't want to help find a solution.
I work with lots and lots of clients (not lawncare, culinary work). And one thing I have learned that pays off exponentially - if you have a customer that is impossible to please, you make sure he works with your competition. Refer your biggest competitor with joy in your eyes.
You are the man for sticking up for your employee I hate it when people do not stick up for the employee and think that the customer is always right a lot of times the customer is wrong Just saying thank you
You should get some tips from Lawn Care Juggernaut. Doing the edging once for free is a good deal,because the customer sees how nice it looks and 99% of the time will hire you back and be willing to pay for the edging
your a good boss man love that you defend your people/support them before jumping to conclusion
as someone who worked in the lawn care business I have to say you are an amazing boss. I agree with all your points and how you handled that situation. you are definitely what bosses should strive to be.
Thanks Mike you’re a good man and a great boss. Thanks for walking us through and leading by example.
Kind of sounds like he should apologize for this sounds like it’s on their end
He even said he was sorry he was not happy …should relay that to the client … not gravel on hands and knees
Many years ago, in a totally different business, I worked for a company that would constantly through you under to bus thinking they would get more business. They are no longer in business. I am in business for myself now and have the respect and loyalty of these same customers. Go figure. Thank you for your video on this subject.
*throw
I came to learn the lower paying customers were always the one that gave the biggest headaches or expected more services for "free" while the higher paying ones never bother us when we worked.
1000% True. We've adopted a zero tolerance policy when dealing with low paying customers, they can find someone more expensive or more unreliable and then come back to us when we're not interested.
Excellent video! You’ve been putting out some great training videos lately thank you!
I love your approach and technique on the call back, That will stick with me
Honestly great way to handle that you don’t know who was at fault so you just kinda move on and if it happens again then look into it more
Props to you for standing up for your employees to the customer!
Love these videos man! I started my company a year ago, a lot of good information in these vids!
Thanks mike. You answered my question about damage cases. Appreciate the fan support you have compared to most people!
$40 for 30 minutes of labor and using $50,000 worth of equipment to get there. Plus the drive time to the job, plus the fuel and maintenance on all that equipment..😳
uhmm... lmao who gives a fuck? $50k of equipment? In what world my guy? Every business uses consumer grade equipment at the upper range that ive seen in these scenarios not pro shit, and you have idiots riding around in $500 trucks doing lawns for way too much money with $300 mowers. Please blame yourself for not using electric cars and equipment, ironic you do it to save time on reups for business but its losing you business because of your carbon footprint. Pretty sure you can always charge an electric vehicle then figure out the electric bill with a solar panel or two. But no of course not, lets use more expensive gas crap like $50k trucks to do basic lawn care. Yea we need that.
$80 an hour is a ridiculous amount to be making as a labourer, business in your name or not. Maybe if you didnt want to worry about all of that garbage you would have gone to college. I wish I could make $80 an hour actually contributing to society as a scientist right now.
I work for a smaller plumbing company and we have a decent amount of overhead. Trying to get customers to understand our pricing is a headache. What you commented fits the ticket.
I know, that’s amazing. How is it even profitable?
The real money comes from projects like mulching or planting stuff. Then you can charge labor and upcharge materials.
@@ghostphoto1789 Ah that makes sense, thanks.
Great work! Really wished I could get a crew like yours at my place. wow, just great leadership and de-escalation techniques.
This is a great example of a leader not a " boss" lead by example and stood up for his workers
That happens when there isn’t much going in your life , He just has to complain , Even change complain without him knowing , he just wanted to get somebody in trouble . Good points .
That's a customer that has never done yardwork or has forgotten how dirty it can be. Especially in heat. On the flip side I've seen a couple of companies that could learn from your practices. I've told my mom's service a couple of times that they need to cut her lawn at 3.5 inches since its TTTF (new cultiver that was dormant seeded) and is still in its first year. They nodded their heads did it at that height when I was there and went back to 2 inches (they cut all of there customers at that height) when they came back this week. I told my mom to put them on notice that they need to make the correction or we will find someone else. If I wasn't 900 miles away I would do it myself. Anyway. Good job and great handling of a customer.
TTTF can be mowed as short as 1” if properly cared for so 2” isn’t really that short even if it’s in it’s first year… please do your research before telling a professional landscaper how to do his job.
@@thechef33 still though if he wants his yard 3.5 he should be able to get it cut 3.5
@@andrewsmiley1835 i agree, but it’s the attitude of “you need to do this because blah blah blah” that is frustrating to deal with. A) that’s not even true B) professionals know more than the client 9/10 times simply because of they have more experience.
Just leave it at “please cut the lawn at 3.5 inches” and if the landscaper can’t follow those simple directions fire him. It’s the know it all attitude from customers that make the professionals intentionally not follow customer directions. I’ve personally dropped several clients just because I’m not taking shit for technically doing a job correctly, even though the client is livid. There are a few exceptions to that obviously, but if a client doesn’t trust me I don’t want to service their property.
Love how you never bashed the employee or bragged about being the boss. True leader!
Random viewer here. Love how you have your teams back, it's a sign of a good person and even greater boss.
One tactic to make sure they know you understand them so they don't repeat same thing over is repeat it back "what I'm hearing you say is (repeat what he says" then give solution.
Yesss!!!!! I wish I learned this earlier.
Not too many people your age understands and implements a great business model like you.. I am impressed. You will go far in life.
Just stumbled upon the channel. Very high quality video and content. Also very surprised you aren't at a million subs; I'm sure you are on your way
Interesting stuff! Cool too see how you handle this as the owner. I always mowed my own yard until about 2 years ago, I hired someone, I always appreciate his work (and it's way better than my own). He runs his business, and sometimes has another person helping, but it's usually just him. I can't imagine ever complaining. After working tough jobs like roofing and stove installations when I was younger, I try to always appreciate any workers. Physical work is tough, people get tired - we aren't machines.
Looks like Mike needs to fire a customer!!!!
"I'm sorry you were unhappy with your last service. The reason may be the way the notes are written. I will change that to avoid any further confusion. Thanks for your patience and business." You don't have to throw your employee under the bus. Your employee should know the difference between edging and string trimming. This client is older and seems to like to talk, probably thinks you mow too fast, but he did say at one point, "I'm sorry." A wise, old man told me years ago that you can always apologize for something, (the tone or way something was said, their unhappiness, something), even if it does not include saying you were wrong, or employee was. No apologies for a dirty, hard working employee, nature of the work.
Completely agree. He says a balance, but it appears to me hell would have frozen over before any form of apology was mentioned. “I’m sorry you feel that way” is not throwing your team under a bus. When the guy apologised to you it may well have been an attempt to drag a “balanced” reciprocal outcome. It wasn’t forthcoming obviously. Great video mind.
We don't know what the full story is. I think he didn't apologize because he's apologized so many times before.
This guy seems like he complains all the time. People like him want attention, need balance and seek some sort of control over others when they don't have self control.
He agreed to correct it and he's going to get the other guy's side
@@GeorgiaWhisper I believe it was John Wayne who first said it. “Never apologise, it’s a sign of weakness!.” Many people believe strongly in this I know. But IF done correctly an apology can be a sign of both strength, self belief and confidence. In this video there was scope for a correctly executed apology . But it was clear an apology was not going to be forthcoming ;)
No, this is complete crap. Apologizing for something you should not apologize for, just for the sake of apologizing, has gotten us to where we are as a society. Afraid to politely stand firm for fear of offending under any circumstance. He was very well spoken, respectful, kind, and attentive to the customers needs and wishes. That is what all of us deserve. To be respected as individuals in service and person. Simple as that, and this guy did a perfect job of it. Especially considering he was experiencing personal affront on behalf of his staff, he set it aside and did a great job with customer service. A+
@@Jay_Jay Exactly. It never hurts to say you are sorry and will make sure to correct the confusion. That's not putting anyone under the bus but does let the customer know you can see that the work was not done and it was not his fault. He didn't write up the directions.
nice love that u give out tips to other people about lawn care very cool lol my boss makes us bring line with us so if we run out we can put new line in on the spot but also we do hoa and stuff so long walks lol great vid first time watching u u have got another sub and like
Had a customer once say the same when I'm an arborist. Sawdust all over my pants and a sweaty shirt with dirt on my face. How do you expect people to not get dirty in the summer with outside work. It never makes sense to me 😂
This was great! Clients can be wild. Such a treat sometimes.
Bro the disrespect that customer is saying no matter how you look or dress you should never judge someone on how they look 🙅🤦
Mike, You have GREAT LEADERSHIP SKILLS! Great video on more than business savviness - you've talked about many things that are fundamental to life too. Thanks!
You seem like a fair and efficient man to me. More power to you!
The old man just needs someone else to talk to other than the dog or cat!
Or his nagging wife 😂 😂
😁😁🤭
Remember this 90% of your clients are great.
10% of your clients will complain 90% of the time.
Time to check out.
Facts
Got my pick up truck, my card machine is on its way, my bank accounts are now opened and I'm gonna kick my business off very soon. Thank you for you Videos Mike! you're a legend! Will comment on this a year from now on how i went!
Guy: "He's was Dirty-"
Me: "Oh, wow, it's almost like he was cutting lawns all day or something"
Good video. A must read for every contractor is a a book called "Dealing with Difficult People". This video was spot on, Great customer relations.
I work for a school district and finger pointing is managements favorite tool. My trimmer, blower and mower are more than 10 years old. I like how you think.
Being dirty is a non-issue for gardeners. I used to supervise domestic cleaning and gardening crews at my old job. If a gardener tried to walk through the house with the cleaners cleaning, or the cleaners being dirty - then I could see an issue.
Now I run my own cleaning business, looking to expand into adding gardening in the future. Just found your vids, some great info in just this video alone.
Cheers mate.
You have good work and team ethics, love that solution oriented mindset
We always joke around at the pub, if a guy is clean, he didn't work hard enough.