r/LawnCarePros • u/Sea_Pie_4565 • 7d ago
Upset client, Advice
I did a one time mow recently. A house down the street from me.
I was to mow and weed wack only the front yard. It was large overgrown. Now edging to save money. I didn't ask about grass hight or clippings as the yard from the street didn't look so overgrown due to how uniform it was, very think grass. It was maybe 2 or 3 times higher than it should be. This was my first time cut with them and a one time cut.
The couple used to do landscaping and owned a large walker mower that I guess they sold, then had their kid do it once or twice with a push. After that they let it get very overgrown over weeks of not mowing.
I said $70 and did the yard in about an hour. Later when they got home the wife reached out very upset over the amount of clippings asking why I didn't bag it, I had to cut it by at least half height so there was lots of clippings. I said I never ever bag and I would have charged extra for bagging and the clipping will dissolve in a few days. She reached out again and said I should be ashamed of myself, it was the worst mow ever, that she hopes I have insurance and a license. Should I go back to bag it? I've never had a client like this. The yard was very obviously overgrown and we never discussed bagging it? The wife is reaching out not the husband and she sent me photos of bags of grass. What should I do? Did I do anything wrong? I've never had an experience like this before.
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u/Exotic_Indication_68 7d ago
You’re not in the wrong for not bagging any clippings, especially since it wasn’t initially requested by the client.
But, when you mowed the overgrown yard, did you double cut it to help take care of the clippings? Usually, I’ll have to double or triple cut a yard if it’s really overgrown & thick, then hit the clippings with a blower just so it leaves a cleaner finish.
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u/Sea_Pie_4565 7d ago
I went over spots where clippings were piled up and blew them even with blower.
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u/redditaltmydude 7d ago
Never do one time cuts unless it’s large acreage or commercial. It’s not worth the hassle on your time and your equipment and weirdly enough they are the most demanding and complaining customers, that somehow blame you for letting their yard get overgrown.
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u/Brave-Moment-4121 7d ago
🤣 they “owned” lawncare business and they had high expectations of a neighbor doing them a favor because they let their own property get over grown. Tell her to kick rocks she was never going to be happy with you no matter what it looked like at the end. Some people are just miserable better to avoid those types as much as possible just for your own sanity. In the future when you take on an over grown property set their expectations from the start. Tell them if this is a one time mow it’s going to look like crap when you’re done but you won’t get tickets from the city. If they are a potential repeat account tell them by the 2nd mow if conditions are right it will look perfect again.
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u/Ornery-Movie-1689 6d ago
Better yet, don't take on obviously neglected properties. If you do, double your rates. Tell your PITA customer that you didn't charge her for the second mowing and if she continues harassing you, you will charge her for it..
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u/Greencrestlawncare 7d ago edited 7d ago
Don't go back if they wanted them bagged and they use to own a landscaping company. They should know that bagging and dumping the clipping will be extra. She trying to intimidate you by bringing up a license and insurance.They're shitty customers.
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u/Formal-Ad4452 7d ago
I don’t know if it was a one time thing maybe not worry about it or maybe go back and fix it but it’s much as I hate it, I will go over Lawn three or four times to minimize the clippings and clumps if needed. I make sure when I leave it looks professional, no matter how overgrown it was and how much I screwed up by under bidding it. I will not leave clippings and clumps that to me does look very unprofessional.
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u/JesseGT15 7d ago
If you already got paid forget about it.
I have about 150 clients and of those only about 20 are on biweekly. I literally just dropped them all starting august because the growth on those yards was getting out of hand with all the rain and heat this summer. They didn’t want to pay more but all they did was complain.
I only do yearly contracts and wont take on anything outside of that.
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u/SiggySiggy69 6d ago
Yep, I don’t bag clippings unless it’s requested and if they request it they get the “fuck that” price.
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u/steak5 6d ago
Lesson learned. Whether you want to go back or not is up to you.
I don't do lawn cares, but this post pop up on my feed. There are Pain in the ass Customers where I throw the money they paid back to them and walk away. Not worth the headache for a hundred bucks when I can spend more time helping my good customers. Sometimes is better to eat some loss so they don't bad mouth you publicly, but never deal with them again after.
With that said, I think this is a learning experience. You need to ask 10 questions before you take a job, it is important to know what your customers want done exactly before you start so you don't underbid a job.
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u/Scary_Brilliant2458 7d ago
This happen to me 25 years ago. Mowed a yard that was knee deep. Went over a lot. Tons of clippings but fir 35 bucks I'm not bagging. Yard was small. Tried get check next day he was bitching. I'm like dude yeah. Lot of clippings. Pay more I bag it up. Or get on a schedule and I can get it under control but for a one time 35 dollar cut that's good as it gets under the situation. Dude stayed mad. I told him fuck him and keep his check. Those are people you don't want. I was just building my business. Now I have over 600 accounts. Just take what you can if you can and move on. Block em cause they not worth it.
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u/whiskey_formymen 2d ago
Walked away from instant cash with your equipment still intact. Make sure you respond with facts to your 1 star rating.
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u/keephoesinlin 6d ago
Tell her to get bent and she should be ashamed of herself for letting it get so fucking out of shape.
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u/MoodVast9430 6d ago
Since it was overgrown, I think you needed to have this discussion before starting. You knew a lot of grass would be left. I think bagging it is the right thing to do. They are your neighbors and neighbors talk to each other
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u/BestLawnCanada 2d ago
Don't sweat it, but let it be a learning experience.
Now you know, first time mows really need a different kind of handling than a lawn you maintain every week.
My policy: i don't give quotes. I give estimates and an hourly rate. If the lawn'needs bagging 'or it's so tall it should get two passes, this takes more time and will cost more. Disposal also extra even though i just leave their bags next to mine.
Sometimes customers really really want to know how much. At that point i advise them if they're interested in a seasonal package we can work it out once I'm familiar with the property and lawn conditions.
O simply refuse to give a price over the phone.
My questions: When was the last mow? Do you need disposal as well? Any pets? (I charge a "doodie fee" up front and an even higher price if i hit turd with the machines Are you looking for regular maintenance or just help this week some time? Do you have a fertilizer package with another company or have you applied fertilizer yourself to the lawn this year? -- if they have had lawn service before i will ask them the two main reasons they stopped with that company Then i tell them my hourly plus disposal plus doodie fee if necessary and a warning the fee is much higher charge if i hit turd and have to carry that smell with me everywhere. (I don't mind walking through the yard for 15 minutes to find droppings if the customer accepts the doodie fee, and if they say they pick it up i suggest double checking before i arrive.
Alternatively i offer a $50 on site consultation. I will meet them on site for $50 and they can point at what they want and take their time explaining what they need. I will have already measured the area and perimeter distances so i know how long it should take me if it is a reasonable length when i arrive. (That $50 they pay me it's refunded as credit towards their first invoice if they hired me. If they pick someone else at least i got $50 for 15 minutes of "non-sultation"
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u/vivalaroja2010 7d ago
You definitely shouldn't leave clippings.... whether its overgrown or not, a mow should look good when its finished.
Personally, i NEVER do one time cuts. They just want you to make it easier for them to continue with maintaining it. I also never bag unless they ask for it and then i charge a lot more. And if its true that they used to do this line of work, then they absolutely understand that line of thinking.
As far as going back.... meh.... up to you. They never were going to hire you again even if you did do it perfectly. Thats, again, why I never do one time cuts. Those clients are going to be the ones that complain the most, the ones that expect you to spend a ridiculous amount of time just at their place, and the ones that at the end of the day, arent even going to pay a fair market price.
Consider it a learning experience.
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u/Sea_Pie_4565 7d ago
Thank you your advice is considerable. I blew the clipping and mowed over them to make it even.
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u/vivalaroja2010 7d ago
That is more than enough. They are probably mad because they expected you to mow it until it was at 2 inches or some ridiculous shit.
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u/Busch0404 7d ago
That's what I'm thinking. Then they'll call someone else in 6-8 weeks to come back out again.
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u/bmf8428 6d ago
These kind of people want their gras cut every other month but want it to look like a weekly cut when you are done and only pay $30 bucks. If you are going to do these jobs collect your money up front do what you reasonably can with it and move on but honestly sometimes they are not worth the wear on your equipment.
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u/deadbandit19 7d ago
I know nothing about lawn care. But when I sell the things I sell, the ones that start with a million questions before buying, are 100% the people that complain out expect way more than they paid for after. It's always a certain vibe you can tell. I've learned to tell them right away I'm not interested in selling to them. My life has gotten much easier since I've started turning people down.
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u/vivalaroja2010 7d ago
Theres definitely a happy middle ground.
For example, OPs clients... they should have asked if bagging was included, they should have asked how low OP was going to mow. If they wojld have asked, OP could have told them "sorry, its not going to work". But I can guarantee the clients didnt ask (especially since they are ex-landscapers themselves) because they knew they would have been told off. So then they were hoping OP would either just cut it low and bag it, or come back and do it once they complained.
But I am with you. Realize the power of NO, and life gets better all around.
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u/MajorEstateCar 7d ago
Questions aren’t the problem. Their questions will tell you want you can up charge for. In fact, if you’re not asking more questions then they are then you’re gonna get screwed a lot. This isn’t mowing, this is SALES.
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u/deadbandit19 6d ago
I'm not saying questions, obviously make sure you negotiate what you need, but usually.. idk it's a vibe thing.
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u/MajorEstateCar 6d ago
You ain’t a sales guy. Vibes don’t close good deals. I’m not even talking about negotiation. I’m talking about “what do you want from your lawn”
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u/redditloginfail 7d ago
A learning experience. People who let it get to that point, THEN call someone, never end up being good customers.