Last night I got a message via my online contact form that a customer decided to drop my services.

quote:

Hi. We decided not to do anymore treatments at this time. Our grass looks the worst it ever has. We r thinkn it needs analyzed, thatched and reseeded but are looking into it. Thank you.

They never called to lodge a complaint before this.

I drove to the lawn today because the number I have for this customer is disconnected. The lawn looks decent and I'd say better than it has in years during the hot summer season. The creeping bentgrass is just dormant due to the heat. This causes brown areas that happens every single year in our area on lawns that don't irrigate. I know people generally look to the past romantically but the lawn does, in fact, not look the worst it ever has.

I knocked and they didn't answer. I'm just not sure it's worth chasing a customer that never complains and then just suddenly cancels services without asking me to perform the services that they think they need (which I offered to them earlier in the year).

The customers that do call with complaints that I go to fix are the best customers I have. The silent, passive-agressive ones may be best to just let go.

What is your advice?

People are broke and cutting out all the extras now and they may have seen the stock market yesterday and panicked.

It's been a BRUTAL year to keep grass looking OK at all here in PA. The intense heatwave from basically mid-June to August 1st that never let up along with a lack of rain during that time really did a number on many lawns around my way in Berks Co.

Valid reason from PASig. As for the customer negative comment, it may very well be due to being somewhat embarrassed about their financial situation. IMHO, You've done more than most businesses by responding promptly and taking the time to personally inspect conditions. Wish more businesses would do the same. If by chance they are simply focused on the dollar and not the quality, you should attempt again to discuss their concerns and educate them. They should at least give you the opportunity to continue the relationship. Hope they are truthful with you as that is mandatory for any relationship to work.

quote:

Originally posted by PASig:
It's been a BRUTAL year to keep grass looking OK at all here in PA. The intense heatwave from basically mid-June to August 1st that never let up along with a lack of rain during that time really did a number on many lawns around my way in Berks Co.

Yes, the bentgrass just checked right out around here. I'm suggesting Turf Type Tall Fescue to all of my customers. The KBG/rye is just old tech.

quote:

Originally posted by PASig:
People are broke and cutting out all the extras now and they may have seen the stock market yesterday and panicked.

quote:

Originally posted by hvactech:
Valid reason from PASig. As for the customer negative comment, it may very well be due to being somewhat embarrassed about their financial situation.

My wife mentioned this as well. She thought that the grocery prices are starting to get to the retired folk and they are too embarrassed to say they're broke. She thinks it's wrong to blame the work though.

quote:

Originally posted by hvactech:
IMHO, You've done more than most businesses by responding promptly and taking the time to personally inspect conditions. Wish more businesses would do the same. If by chance they are simply focused on the dollar and not the quality, you should attempt again to discuss their concerns and educate them. They should at least give you the opportunity to continue the relationship. Hope they are truthful with you as that is mandatory for any relationship to work.

Thanks, I appreciate that.

The phone number on file is disconnected. They probably dropped the landline as they are becoming unnecessary.

I'll try one more time to catch them at home and then I'll send a confirmation letter that I've canceled their service at their request.

Write it off. They don't irrigate because they don't want to spend the money irrigating. They are probably going through tough times and can't afford you or to pay their phone bill.

I would echo what PASig started with. Odds are they have bigger financial/life issues going on.
I wouldn't spend any time chasing it.

quote:

Originally posted by jimmy123x:
Write it off. They don't irrigate because they don't want to spend the money irrigating. They are probably going through tough times and can't afford you or to pay their phone bill.

TBH, that's just not a thing here in PA like a lot of other areas of the country. We normally get a decent amount of normal rain that our grass does well with. It just seems like the past few years that changed from raining normally for a day here and a day there on a regular basis all year to it shutting off for weeks or even months and then when it DOES rain again it's torrential rain and 2-5 inches in a short time. I'm hoping weather patterns get back to normal eventually.

Yes. If things get tight for us, the lawn service will be the first to go.

quote:

Originally posted by BigSwede:
Yes. If things get tight for us, the lawn service will be the first to go.

But you would say “hey, things are tight right now. I’m going to cancel. I’ll call when things pick up.”

quote:

Originally posted by mark123:
But you would say “hey, things are tight right now. I’m going to cancel. I’ll call when things pick up.”

Different folks have different Rolodex systems.

They said the grass is the worst ever. You say it's not. What's the point of chasing them? To argue? You can try to explain until the cows come home, and nothing is going to change. They already gave you a hint to leave them alone. Move on.

quote:

Originally posted by mark123:...
What is your advice?

The line preceding the last.

quote:

Originally posted by 12131:

quote:

Originally posted by mark123:
But you would say “hey, things are tight right now. I’m going to cancel. I’ll call when things pick up.”

Different folks have different Rolodex systems.

They said the grass is the worst ever. You say it's not. What's the point of chasing them? To argue? You can try to explain until the cows come home, and nothing is going to change. They already gave you a hint to leave them alone. Move on.

Best prescription.

What people are fussin' about isn't always what people are fussin' about.

Maybe another service company came in with a cheaper rate and convinced your customer to go with their services....... drill sgt.

I just got laid off and looking to cut everywhere. Emailed my pool service company. They coke and clean 1 day a week and manage the chemicals. 150 basic cleaning and another ~50 in chemicals. So $200 a month easy. I asked if they had an every other week or 1x a month service, No go. I will watch YouTube and manage the chemicals. Month 2-3 if I don’t land a job, they may lose me due to their inability to be flexible. At least I will email and tel them why and not BS them.

Seems your client is kinda chicken shit to just bail like this via email.

They wanted to cut an expense but are too embarrassed or chicken to just come out and say they cannot afford it. Instead the "grass looks bad" and therefore they have to drop you.

As others have said numerous times, move on. Not worth chasing them

quote:

We r thinkn it needs analyzed, thatched and reseeded but are looking into it. Thank you.

This reads to me that they are looking to spend MORE $$$ I would email them that I will offer theses services at a 30% discount from the lowest price quote they receive if they continue their services with me. I would let them know that I would personally go there and discuss their lawn in person as the owner. We would make a plan of attack together and shake right then.

They sound ready to take their lawn to the next level and they are finally serious about doing what is necessary. Don't walk away.

Sounds like you have given sound advice and the lawn is about to turn. The guy that does turn it will get them as clients for good and all of their friends. The flip side is that if you don't fight for your accounts then you may lose the neighbors that you have accounts with once their new guy makes their lawn look much better.

You aren't "chasing customers" These folks are already yours. Just gotta keep em!

quote:

Originally posted by FLKev:

quote:

We r thinkn it needs analyzed, thatched and reseeded but are looking into it. Thank you.

This reads to me that they are looking to spend MORE $$$ I would email them that I will offer theses services at a 30% discount from the lowest price quote they receive if they continue their services with me. I would let them know that I would personally go there and discuss their lawn in person as the owner. We would make a plan of attack together and shake right then.

They sound ready to take their lawn to the next level and they are finally serious about doing what is necessary. Don't walk away.

Sounds like you have given sound advice and the lawn is about to turn. The guy that does turn it will get them as clients for good and all of their friends. The flip side is that if you don't fight for your accounts then you may lose the neighbors that you have accounts with once their new guy makes their lawn look much better.

You aren't "chasing customers" These folks are already yours. Just gotta keep em!

Well, it may sound like that but they will promise to water the seeded lawn but they won’t. Then I’ll get blamed for that as well.

Walk away. Too much trouble. Be nice and refer them to a colleague you dislike.

quote:

Originally posted by mark123:

quote:

Originally posted by BigSwede:
Yes. If things get tight for us, the lawn service will be the first to go.

But you would say “hey, things are tight right now. I’m going to cancel. I’ll call when things pick up.”

Yes Sir. BTW, we only do the weed/fertilizing service. I have fired two services already in the last 7 years, when you tell me you have done pre emergent and weeds come up like crazy in the spring, no go. I always give them a chance to fix it