Biggest TURNOFFS "Good" Lawn Care Businesses Make (Client's HATE These!)
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- Опубликовано: 25 июл 2024
- So you think you've got a good lawn care business? Think again.
Here are the most common hang ups I hear over and over and over again from clients calling and complaining about their current lawn care service provider.
I left a pool gate open and their dog drowned, whoops! Crazy thing is they didn't fire me. It was a pug who was blind and old so maybe they had Mercy on me
And this story deserves a pin. Thanks for sharing!
😂😂😂 dang you must do a good job on their yard. Props to you.
“Whoops!” Three years later and you’re still the worst, dude.
“You over communicate and you show up on the scheduled day” that is by far the most consistent feedback I get when customers are asked why they like us.
It’s always better to over communicate then not communicate enough. Email makes it so easy to keep customers in the loop. I’ve got customers I’ve been servicing for 4 years and have never actually met but they rave about our communication because we use email.
It’s the little things that make a big difference
I agree. I haven't met a lot of my customers. Other then a wave now and then. But they are happy and pay on time.
fr it aint hard to send a message in 2 minutes
This is it. No video needed this comment is it PERIOD DONE
Being part time my scheduling sucked the more I grew last year. I can’t believe I didn’t lose anyone. Now that I’m full time starting this year that will be eliminated. Thanks again for great content.
Randy
Man do I know that struggle. Been running my business full time while only having the weekends to work for years. Answering calls on the weekdays when I'm working 12 hours away at my full time job, not being able to quote new work until the weekend and getting beat out. I am so excited to go full time this year and actually build this thing.
I used to call outta my job and mow lawns all day. When word spread my boss called me and nicely told me he knew what I was doing so he had to let me go. I stood up and gave him my business card and told him to reach out if he ever needed any work done. Fast forward a decade his son works for me and I happily maintain his property.
Showing up on a "scheduled day" in certain markets is not an expectation that should be set with the amount of rainfall that can occur. Rather, the expectation upon signing should be set that we will AIM for this day, but if show-stopping weather occurs on or before this day, it is best to assume we are running behind. Customers that can't understand that are the ones that we fire. Of course, there is a major difference between the level of communication a solo operator can provide, and what a medium-large business can provide. It is all about setting the proper expectations right out of the gate.
Interesting subject! Here is a couple of reasons why my recent customers fired their other guy. They simply hated the fact these big 52 inch or bigger deck mowers are tearing up the turf, rutting up the yard and/or scalping those areas with uneven terrain. One customer so pissed he pays me double to push mow his 1/8 Acre lot. Another customer almost fired me because she didn’t like the stripes in her yard. She thought there was something wrong with my Scag not cutting right. Easy fix, I just mow in circles and now she is happy!
For years I was so embarrassed of my equipment. I mowed for years with 21” Honda then craftsman. I saved up dropped 2k and still took lil loan to buy a 48” walk behind solely because I thought it would appear more Profesional.
1. I had to also buy a trailer
2. I couldn’t fit thru any gates
3. The first day I used it, more than one customer verbalized their displeasure with such a big machine on their property and felt it would damage their yard etc..
I’m not saying to use 21” mower for life but I am saying 90 percent of customers don’t care what equipment or truck your driving etc just show up when you agreed you would and do the job
You've been on a roll lately dude! These are definitely the biggest complaints that I get from new customers about their previous service as well, especially communication and dependability. Great topic Jonathan!
Lack of communication breeds two things:::CONFUSION and ASSUMPTION... Neither are healthy for any relationship no matter the length or depth of said relationship.
Great Tips! Thanks! God Bless!
That’s the first time I’ve ever heard anyone on RUclips talk about trimming driveway and sidewalk weeds. I always do it, but I can easily see that there is a potential to shoot a pebble through some expensive glass door or window. Basically I do every yard how I’d want mine done and I’m OCD about it. Good video, tragic story about the dog. I’ll share that with my helper(who leaves gates open).
I say "trim weeds in the cracks" really we will spray them if they become an issue. Roundup will last for a couple months.
@@FloridaTurfPros we upsell weed spray in beds and sidewalk/driveway cracks for an additional $5. per visit. The key is that we communicate up front that the string trimming we do includes only around obstructions, fences and buildings, we edge beds and drives/walks.....if they complain of weeds in beds or cracks we remind them that they can add that service.....we have quite a few that add the service.
If I can trim the weeds on paved areas with the debris going away from the house and cares.
Florida Turf Pros when you mention using RoundUp I hope you’re referring to the RoundUp that is 41% Glyphosate. Sometimes we trim them and other times we’ll spray them. Personally, I like Hi Yield 41% Glyphosate. Glyphosate being non selective of course. Keep up the nice content, I enjoy your content bud!
I hit them here and there but if cars are always in the driveway bloking them how can I get to them plus normally I try and spot spray the driveways and sidewalks when I see them starting to grow through the cracks
Great Video......Going over and above is a MUST........We ask our customers what lawn cutting direction is their fav. Before holiday weekends.we cut their lawn their fav way.
I've been guilty of pretty much all of them with the exception of returning phone calls. Glad to said that I've corrected those mistakes but it's a great reminder for sure😊
Jonathan
Thanks for the information on preventing ruts. How do you prevent ruts in initial passes around the outside of the yard? They have to be done along the edge so I am not sure how to prevent those. Thanks!
We hear the EXACT same things. I'm pretty neurotic about these things so I constantly remind the truck leads of the importance. My guys do a pretty good job but I have had some issues with gates.
Some great points. and some new ideas for us to use for marketing.
Weed eating drive way cracks is a big waste of time. A little "no-veg" spray a couple times a season will solve the problem more efficiently. Blessings
unless the client is afraid of chemicals.
@@Pure_KodiakWILD_Power Or you're not a licensed applicator. I wanted to say I was surprised at how many lawn care providers in my area aren't licensed by the state, but I wasn't. I see them spraying round up or putting out fertilizer and if you are making money you have to be licensed.
@@groundeffects3032 that too is a risk 🤷♂️
@@groundeffects3032 Just wanted to ask what state you operate in. Of course the laws vary, but here in TX you don't need an applicator license to put down fertilizer. You do, however, for herbicides and pesticides. I hope to get mine this year because I have declined a lot of customer requests to apply weed killer.
@@buckhornlawnservice4982 Georgia, You can put out straight fertilizer without a license, but you know they are putting out weed n feed because they don't have the spray equipment to cover any ground. If the granular fertilizer contains any herbicide, you need the license.
Get your license asap. The profit margins vs lawn service are so much better. Not to mention you can do it yourself without having to depend on someone else to show up. I'm trying to build my clientele on the spraying side and wean myself off the lawn service.
Great Content! Awesome channel!
yep, being solo ( and not one to mow in significant rainfall ), i've had trouble with that "same day" thing, but i'm restructuring and trimming the fat for this season, so that should knock out some of the issue. some people might even get the occasional _6 day_ mow this year because of weather or overfertilzation 😂 obviously my 10 dayers don't mind inconsistent days, but i'll be nudging them toward weekly mows over time anyway....
Great video Jonathan!
Your list is very similar to what we hear. We also hear that current lawn services are blowing clippings, leaves on to neighbors yards and or down storm drains. We also hear a lot of scalping and trimmer burn and wood fence damage from aggressive trimmer line beating the hell out of the fence. Also broken windows and other items and not admitting they did it, even when the client has cameras, which is pretty much everyone. Last but not least, blowing all the mulch out of the flower beds after they paid too dollar to have it installed. Good topic.
Awesome vid thanks 🙏🏽
Very good information for any lawn business owner👍
Thanks for all the great information I just subscribe to you channel.
Great video! I’m curious if you’re still using those self sharing blades. Would you still recommend them?
We change direction in the front yard weekly. 1.North south, 2.east west, 3.diagonal. Backyard depends on size shape etc. but we change directions at least every 3 cuts in back yard no matter what.
I have nightmares about leaving gates open. Clients have told me how important it is to them.
😂 i have nightmares of forgetting to cut whole lawns for weeks at a time 🤦🏻♂️🤦🏾♂️
Outstanding information
Great advice
Not trying to correct here but I'm sure it has happened b4.. what if the gate was left open and a kid fell in pool and drown.... omg.... could u imagine.... that would b devastating!!!! Great video!
Man..I had someone say I didn't trim down the weeds in her flowerbed. I don't usually mess with flowerbeds unless asked, and I communicate this. So I got asked, and I trim the weeds down. She said to string trim them. Not pull them out (which is extra). I got told 2-3 times that I hadn't done it, until I said, ma'am you have mulch in those beds. I can pull them, or I can bust up your mulch, but I am trimming them down.
I lost a new client because i didn't get back to them with a commence date, the issue was i was waiting to hear back from another client for a big job, whop ended up being a PITA anyway.. lesson i leant and applied was better to do the job you have for sure than to lose it to a potential one. i do get a bit of business from customers who guy hasn't turned up or returned the phone calls, most of the time they were doing it too cheap so they dropped the customer.
Set up price list to show how much cost of jobs at set price for customers. Different price for certain jobs in the garden. Many reason garden approved wont answer because might be driving or busy on the / sometimes forget because got t much on. With cylinder mower, different directions. Rotary mower just one way.
Yes. The weeds in the cracks. The clean edging around drain or watermeater. MOST Importantly...I have a square step coming off my back deck made of 4 12in concrete squares. Out of 12 or more lawn care workers do not trim and edge it clean. So simple. And makes it so clean. If they dont dont do it. I move on and try another guy.
You have 2 crews and working on a 3rd !!! Sweet !!! This is will be my 3rd season PT in lawn care. I work FT during the day. How can I start building a crew ?
Grassology4610 ask some good freinds if they know anyone looking for a job. I get a lot of my helpers threw out my years by asking my pastor if he knows anyone
Great video man. Thanks again for the information. This will be our first year and as I get ready to take that leap of faith, I know my wife is behind me but I also know she is worried. Did your wife go through different feelings in the beginning? Do y’all have any advice that may help her through the process? Thanks for everything so far, Jeremy
J Adams I have a video with Jamie coming up very soon. Be on lookout.
Florida Turf Pros - perfect man. We can’t wait
You should do a video about stuff clients do that piss you off
Goood video, i had a few questions on #4. Correctly we have 1 crew and about 60-70 yards per week. I generaly want yo have my customers on a similar schedule but sometimes struggle to maintaine the same day every week. Some of the problems we run into are rain in the summer, holidays, having by weekly yards that add time to every other weeks scedule. Some weeks we flex up on help and get the yarda done early so we have free days to do side jobs. I am curious as how you overcome these challenges and still maintain service in the same day every week?
A 2 step process for me;
1. When I sign them up I will tell the that "I may be rained out at some point during the year. In that case, I may have to postpone your scheduled cut." Nobody has ever had a problem with that.
2. When this actually happens, I will contact the customer and tell them. Preferably the day before. I have never had anybody complain about that. Quite on the contrary, they are happy that I tell them, and they are always understanding.
@@ocalalawnpros1953 Good points, and with today's technology, communication is easier than ever. People always have their phones near. Quick text/email and good to go.
Super great list !
Thanks, Tony.
I am on a road trip right now and just drove by a company left the lawn clippings all clamped up
I’ve struggled with consistency this year
I saw that kid run through the house at 6:40 😂
i let go of a client before because they had grass growing along the sidewalks and on the porch. enough for almost a second yard and would go through a half spool of string a cut. I told them I would spray all their properties (5) for a total of $15 just so I didn't have to deal with it. They refused but still complained that I wouldn't do the weeds in the cracks.
Jonathan, on point is usual. Excellent video. Question I do have is your post cards. Do you always distribute those yourself or do you send those through the mail?
Brian Larsen I hire church kids preseason to distribute them for 10 cents a card to neighborhood I want them in.. our crew distributes them as five arounds throughout the season
@@FloridaTurfPros Jonathan thank you for the information.
@@FloridaTurfPros That's genius lol.
Another great video, you should come up with a play book
Thanks man... My playbook is my channel... and it's free.
@@FloridaTurfPros Incredible playbook Jonathan - thanks for the content
My whole company is based on customer service. I’ve hurt a lot of others who have been in the game because of that. Not an ambassador but that Jobber app has it so when I am driving to a clients property it text them we will be there in 20 minutes. Can’t tell you how much they love it.
Great video! 9/10 clients expect the cracks of the driveway to be trimmed. We try to do it once a month especially during dry parts of the season
A complaint I’ve heard quite a few times.. “ I don’t think my old landscaper pays taxes, he only wants cash”
My friends had a neighbour do their lawn care and he was billing them for visits he wasn't doing. (aparently the arrangement was that he would be paid per visit or #hours) There are a few others I know who had the same complaint about the guy. Needless to say, they all knew he was doing that and fired him. In my area, it seems like it's hard to get good guys. Several of my friends have trouble getting people to do yard work for them. Maybe I should start doing this as a job, because I'm honest and diligent. I'd rather spend a little extra time (out of my own pocket) and do the job right, than do a bad job
as a consumer I don't respect any business that doesn't answer the phone(and by a human not an automated system). Makes sense that's the worst.
cool dog @ 6:39 LOL
New subscriber here. How many crews are you up to now?
Two full time crews.. working on building out a third this year.
What do you do when number 1 is reversed? When you can’t get ahold of your clients for days?
I teach my customers in the off season I won't be there on Tuesday because I cut every ten days or weather cold vacation 123 and 5 are great things you don't do
Great video. Before I was even thinking about starting a lawn service I met a guy who used to own "one of the biggest lawn care companies in Tallahassee". Over a beer or two one night he told me all about it. The only thing that stuck in my mind was his statement that the only secret to becoming successful was to "show up when promised!" I think he was on to something.
That is a terrible dog story I always double check gates before leaving. I do weed eat concrete cracks at least 1 per month it drives me loco see those weeds.
Alberto Gonzalez pretty awful... felt really bad for the client. But it also showed me very early in my business what can happen by not closing the gate.
Has a pool lo gate??? Min 4:47
Mate your video content is top notch and enjoy your knowledge and practical points towards business and customer cear.. But PLEASE sort the focus out on your camera !!! turn on face detection or something as your always outa focus in these videos and the camera is focusing on the background.
I'm just shooting with my phone... I'll get better =)
1. Cannot Get Ahold Of Your Company (not answering calls/not returning calls).
2. Not Doing A Good Job (poor quality work).
3. Leaving The Gate Unlocked (forgetting to close the gate).
4. Inconsistent Mowing Schedule (mowing on different days of the week).
5. Not Changing Mowing Direction.
Use quik pro no crack weeds
Which mistake are you guilty of? Be honest.. 👇🏻......
I'm pretty good on most of these EXCEPT coming the same day weekly. I've thought about that and will be workin my tail off to keep the days regular!
Same day of the week..... but I communicate up front with my customers and tell them. “We don’t mow in the rain or when your grass is extremely wet. Others companies do and trust me....nothing good EVER comes from mowing wet grass...... I sell against “same day” mowing companies. Food for thought.
A little bit on the cleaning.
I have a question for anybody
I worked for a company and then i went on my own. I stayed away from my ex boss clients but some of them insist on me taking care of their lawn. Should I stay away after 18 months on my own?
@@DanielHernandez-sv6kq in my opinion that's a question of ethics for you. If you left your old company on good terms, I'd probably leave it alone. If there is no love lost it's up to you I'd say. I work around a lot of competitors, like all of us, and don't take it personally if they take my work. I look at it like this, if they're a good client and someone can "steal" them from me I try to figure out why. Is it workmanship, cost, etc. If it's cost I generally don't care as I price for my business. Every time I've lost a client that I didn't want to lose, I call them and ask specifically why. Usually they'll tell you why, and if it's a problem I need to fix, I address it. I believe in free enterprise but I try to get along with a lot of the competition and we throw work back and forth sometimes. Stepping on toes is inevitable, just try to consider who's toes they are. Hope that helps.
J M Great comment. 👍🏻
Yea... there's usualy a reason clients get ignored or takes a few days to reply, chances are they are that pain in the ass client that nags about everything and I just cbf dealing with their bs, some one else can have those ones
I think they wouldn’t be able to stand that hairdo LOL just joking
It was a joke so why don’t you stop hating