5 Reasons a lawn care business may lose a customer

[@jonathans3075]

You truly are an inspiration and a fountain of information Jason! All your videos have totally transformed my way of thinking on running my window cleaning & lawn care business. The things I needed help with the most was dealing with customers who are difficult with unrealistic expectations and figuring out how to root out customers over the phone who are window shopping for window cleaners and lawn care providers with no intention of hiring anyone. Another thing that I'm still trying to figure out is dealing with customers who do not pay! Most of the time the money involved is so petty that I'll end up losing money over time trying to bring them to justice in a small claims court. For us we got to be on the move and keep the hustle going. To have to set aside time to take an unscrupulous client who didn't pay to small claims court every time one doesn't pay would be counter productive. From what I've seen thus far the best solution is preventing a situation like this from happening all together! Which involves feeling your customers out. Which can be very difficult. Especially for me since I've only been 3 years in my business and lack experience in the whole psychology part of knowing who is going to give me a hard time and who will not. I think it all comes down to experience dealing with people when running my business. And the lessons are hard lessons learned granted they are rare. For me I'm still trying to deal with feelings of betrayal that people actually do this to business owners when we pay for our own equipment, employees, lost time with our family, and the outrageous taxation from our own government! I once tried the handyman thing before I came down to two major focuses. You are right that business owners need a focus. The handyman thing got way out of hand and overly complicated to the point my time was constantly being wasted on wild goose chases. Licensing laws and permits are a pain and a roadblock for handymen and most people don't even know what a handyman can and can not legally do. Thus I ended my business as a handyman and dissolved it out of disgust. Hope everyone else out there is having better luck than me. Hopefully I can cut through all the bullcrap and weed out those that will waste my time and money before it is too late!

[@lawncarelife]

Thanks for the encouragement. Glad the videos are helpful. I enjoy making them

[@Bellislawns]

There's not enough space in the comment section to express the under cutting side of this business. The sad fact is under cutting is rampant and the difference in pricing is usually substantial from one lawn care company to the next. The common response from many is the old "you got to get your foot in the door" response. Basing prices on trying to get your foot in the door is a joke. No sound business person would ever say, or suggest, nor recommend cutting prices to get your foot in the door. Absolutely the worst way to build a business!

[@chrisbowman4346]

That is why most of "them" go out of business

[@jasonraxter6545]

Sadly, my biggest reason for losing jobs is death. I've mowed many years and you get attached to your customers. Young and old alike I've lost. Cancer, accidents and some just old age. I try to be more than just the lawn guy but it makes it tough when you really spend time with your customers and lose them this way.

[@lawncarelife]

That is true. I have have some older customers die as well

[@toddbehrends1373]

Having a personal connection with your customers is a big plus. Taking the time to talk with the older people after the job is done may be the difference in a good job or a great job. They will remember that for the next season.

[@waynetec13]

Many of my clients are retirees. They LOVE me because I give them consistent quality, I show up on the day I say I will, and I talk to them about their lawn. I try to find one thing every couple weeks to do above and beyond the normal scope. Maybe you go zip all the moss and algae off some old stepping stones, or something. I have clients who will angrily chase off people trying to snake my jobs. They will call, text, or email me to tell me how "some yahoo is in the neighborhood trying to under cut you, but we told them to leave and not come back ever. We talked to the neighbors, and they said the same thing." I have clients who tell me that AS SOON AS I get into fert and weed control, they're going to fire their current company, because they trust me, and love me. Always treat the older clients with respect and genuine friendliness. I also find it's a good thing to specifically target the man who's turning over the lawn to "some kid" (I'm 45. 😂) because it shows them you respect that they're giving you a shot. Many of my retired old men who's wives hired me have mentioned that they didn't want to give up mowing their lawn, but when they see it looks great, and they didn't have to do anything, they feel a lot better about turning that time to their gardens.

[@williamstanley4960]

This looks like a great video to interact with you on! Thanks! 1. Customers leave because a relative goes into the business. Totally correct. Can we do anything to minimize this? I think so. If you use your service to develop good relationships with your customers, they will begin to view you as "a friend" in a truly meaningful way. Meaningful in that it influences their decision. So, if you continue studying how to provide better service (I love self-directed continuing education...which is what I am doing right now, because of your great channel), you will lose "less" customers to this reality. You cannot eliminate it all, of course. Nor would we want to. Relationship is important!

[@adambell2068]

Customer has a change in financial situation that not longer allows them to pay for the service.

[@lawncarelife]

+Adam Bell that is a good addition to the list

[@blakelynch8242]

Lawn Care Life I have a few questions please respond to this comment to hear them thank. Love you long time

[@aguyandhiscomputer]

That wasn't on the list already?

[@edwardlee3286]

In my neck of the woods, the economy SUX and everyone is poor for the most part. This is the most common reason I lose customers .

[@randomrojas589]

Edward Lee market where the economy is good. Make sure u have enough clientele to make it worth the trips.

[@pattersonlandscaping5621]

Very good points made...I have found the ones shopping on price find its hit or miss as to getting a good company ...they are the ones changing companies in order to find a good one...Once a customer starts complaining either fix the issues/address them or expect to be dropped. The ones that drop you and call you back...then it's a price increase for sure...

[@joshdurst12]

Patterson Landscaping. Ya buddy had one drop me towrds the end of last year said he was looking into cheaper alternatives. Ha he called me at the beginning of this season wanting me back so i raised his an extra 50$ a month.

[@joshdurst12]

Patterson Landscaping. Needless to say sometimes trying to skimp and save could cost you more in the long run

[@JoeDoe2]

What's your company policy on wet grass? I've heard customers say "I make them cut it even if it's raining." Do you eat the cost (time) it takes to rake up wet clumps? Or simply refuse and risk losing the customer? Do you tell them up front that you don't cut wet grass and make sure in advance that it's ok for it to be delayed however many days it take to dry out? How can you promise a day you'll cut it if you can't control the weather? It's dry when it's dry.

[@williamstanley4960]

5. Reliability is just one part of the job, so, to me, this is part of number 4. Same solution. Make the job so great they could not get something better anywhere else.

[@toddbehrends1373]

Thanks for the advice. I strive to do a good job, but there are times, especially at the end of the day, to cut corners. I have to keep the mind set of doing the best that I can......always. Again, this year was a learning year for me, especially with fall cleanup. I have made adjustments to keep on top of that for next year and keeping better track of my mowing schedule for the up coming season.

[@jimmywadsworth5440]

Yeah Jason I learned the hard way I tried to do so many yards and try to do a full-time job it just didn't work if I reliability now I'm starting over trying to do it again the right way

[@Mike-hc5in]

Bravo Jason, I had to get rid of my lawn provider because of 2 of your reasons, poor quality and unreliability after telling him that I enjoyed leaving my house and seeing my lawn in great shape but past 2 years is been getting worse every time you come by when you decide to come. parts of lawn scalped and increase in weeds. Since I started doing it myself my little lawn is best in neighborhood my main job is keeping weeds from my neighbors from spreading to mine.

[@lawncarelife]

+Mike sometimes lawn businesses begin to grow and the quality of work and start to slip

[@JoeDoe2]

As for rain delays, are there a certain number of days of being behind that you forget trying to keep them on the same day the following week, and shoot for the week after that, back on schedule? For example, if they were scheduled for Thur, and it rained Thur, Fri, and Sat, and you either prefer not to mow on Sunday, or even if on Sunday, that's just three days before Wed, do you let it go til Wed of the following week, so that two cuts were spread out over 3 weeks? How many rain delay days can you tolerate before losing a week of revenue on a weekly pay?

[@uria711]

Another great video jason. Thanks for all you do

[@JoeDoe2]

I agree that higher volume at lower prices is not the answer. My question is, if you're just starting out, buying new equipment, you have to have some revenue. If you start giving quotes of $45 when others are $35 and $40, you'll never get any yards. So do you match IN THE BEGINNING, and then once you're schedule is booked with all the yards you want, (since you aren't high volume), THEN start quoting more, figuring that you'll start replacing the cheaper yards with the better paying yards through natural attrition from the first 2 reasons you gave? At the rate I'm going, it will take years to fill up my schedule to where I can start raising prices and getting choosey, which includes saying "I only do weekly cuts" if that's what you want to do. Or only mulching, no bagging. Or only properties close to each other. The fewer yards you need to satisfy the amount of hours you want to put in, the more you can pick and choose, no?

[@brandonbowman2484]

I believe that giving specials or coupons is perfectly fine for route building. If you are striving to be an owner operator then this doesn't really apply , but if you strive to be a major competitor in the industry then start looking at the big picture. For instance get a paper map of your chosen area and do something called "pen dropping" this will give you a bird's eye view of where your customers are. This will help with logistics too. Find all your neighborhood with small lawns, and give pricing based on a profit per acre. For example if you want to collect $500 per acre then figure a price to the customers in that neighborhood so you can achieve that price. That is what the largest national companies do... And it works. I personally also feel that your success in a tough labor job is treat your employees like they are gold. You get what you pay for isn't just for the customers. and last the big companies, didn't get as successful as they are by doing everything wrong in YOUR opinion. Marketing at the right time is also key. Know your seasons and know your area. People shop around every spring you need to have marketing out by the time the first signs of spring roll around.

[@Jason-zw2dg]

I had an employee take a dump at a customers house. not in the bathroom but the backyard. luckily they weren't home. but yeah he coped a squat in the back corner of the property, he cleaned it up but still. could you imagine if the lady seen that

[@lawncarelife]

Wow...That is certainly a way to get fired. I guess he really had to go. That is pretty funny, and a little disgusting.

[@kylehines1445]

I carry a 5 gal bucket in my trailer with garbage bag

[@lawncaresolutionsllc1010]

Great video! All very good points.

[@moseshall4361]

Great video! Thanks Jason!

[@tony9305]

Awesome videos. Thanks for the knowledge.

[@lawncarelife]

Glad to help. Thank you

[@ericsloan858]

I've lost several because I told them with all the rain I have to come weekly, not 2 weeks.

[@lawncarelife]

Sometimes, it is better to lose a customers than to have an unprofitable customer. I see some people who will only take on weekly accounts. I have never done that, but I don't think it is a bad idea once you get established. Bi-weekly accounts can take a good bit of work in the summer months.

[@conaaguilar1982]

I think the other reason you can lose a costumer is when you been cutting the grass for 4 times and not get pay but when she oh he calls you and tell you I need you to come and cut my yard today Monday and you already have other costumers schedule for that day and the first thing they said I call the other guy then..

[@williamstanley4960]

3. Lose customers from lower priced service providers. I never experience this at all. My customers are told straight up at the bid that we are the most expensive yardwork service in Tucson. Everybody is cheaper than us. If you tell them this, and they sign up, they can not be taken by the unsustainable practice of offering lower prices.

[@moultonditcher6187]

You obviously are thinking as you said,about price matching other contractors,which means generally,sometimes having to LOWER your price.I do this,here's why.IF you have a keen eye,like American pickers,and can sometimes see that this opportunity could lead to more work as you get comfy with the customer,OR you could slightly upsell and ad a few more goodies,it pays off a lot of times for me,not only getting a few more dollars,but the referals to others by word of mouth.I run a small excavating business.Skidsteer and excavator,dump service.We all have to make money and a living,sometimes you have to take a bit of risk,for the long term reward.Thats just me.Keep cutt'in buddy.

[@williamstanley4960]

2. People move and die. Yeah, this is such a no brainer, but, when you lose your first customer to either of them (we have had both), it does cause a shock to the system, especially since you are so stressed out building your business at that point... Nothing you can do but expect it and brace yourself for it, right?

[@bassman4819]

Being a lawncare provider under an llc ...can i still be fined for spraying weeds for using a natural substance such as acv, salt n liq soap....without being licensed for "commercial chemicals"

[@brandonbowman2484]

Natural or synthetic a commercial licence is required. That is what I was told. License is for the PROCESS of treatment, not for the product of treatment.

[@survivingchallenge3455]

rain use lawn mower riding pick one dry or small lawn mower or super wet weed eater best 2

[@johnkurtich7040]

I wish you and everyone who makes lawn videos would spend more time on pricing. It may not seem like it where you are but cut throating has become a huge problem with the mowing side of things. We don't lose customers to this we just don't pick up many anymore. It's every year people start and bid low then they are out of business then next year a whole new group it never ends. Most people it seems these days just want there yard mowed for nothing. It use to be if you had a lawn service you were well off . The people without money had to do it themselves. Today with these prices a homeless person could afford lawn care. And most of these guys start out with brand new f250s new zero turns new enclosed trailers etc. I don't see how they survive the first month. I guess they have wife's who make very good money. Who knows

[@lawncarelife]

I am planning a new pricing video soon. Thanks

[@joshdurst12]

John Kurtich. Thats why they only make it normally the first year. There expenses are more than their income at the end of the year

[@JoeDoe2]

As for quality of work, how do you mess it up? Most kids learn to mow yards when they're 10 years old (?) It amazes me to hear "Do you have references from previous customers?" or "he does a good job on our lawn." Unless a worker left grass on concrete sidewalks or in the street, what's the problem? It's not rocket science. Sometimes I suspect "he does a good job" really means "he's does extra stuff for free if I ask him to" instead of wanting more money for the extra few minutes, like picking up sticks in the yard so they don't ruin your blade, or tolerating dog poop, or spending 10 minutes raking leaves out of a flower bed before running over them with a mower. I'd tend to say "he does a good job" too if they worked extra for free after being given a quote at the beginning. I've been burned that way before. You give a quote and start work, then they start adding stuff like blowing out the garage, or the large wrap-around front porch, without offering to pay more. Now a 45 minute job is a 55-60 minute job. Do you do it without bellyaching? Do you up the price $5 dollars and risk losing the business? What would you do? These are the tough questions in my view, and every service provider is different when it comes to going above and beyond. I've have a dentist who will go above and beyond without necessarily charging, and I've seen Mexican restaurants absolutely refuse to give me more refried beans when they're so stingy, the liquid slop they gave me barely covered that surface area of the plate. It's like "screw you, our restaurant has a 15 minute wait and we don't need you."

[@donaldjwright57]

Was asked tofay by customer to stop using stand up ex mark 48 inch and to use the honda 21 inch...she did not like how the bigger mower cut...wtf.

[@slowrider30]

Charge em

[@uria711]

Yup charge them more

[@williamstanley4960]

4. Poor quality of work is best avoided by creating the best jobs possible for the people working for you, and this means paying them very well. And that requires charging top prices! Which end up getting us a higher quality of customer anyway!

[@DanielHernandez-fq1qt]

Can I get an advise I just start on my own a few month ago. I have problems retaining costumers and the ones I have only let me work if they are at homem What Am I missing or doing wrong? Anybody? Any clue?

[@48dupont]

Daniel Hernandez only at home that’s strange you make them pay after the work

[@charlieellis592]

Are you still mowing Sir ?

[@slowrider30]

Cutting Corners Lawn Care...

[@edwardlee3286]

Most common reason for customer loss for my wife and I is economical on the customers end : after lights, gas and insurance - the lawn guy gets cut first when you can't pay the utilities.

[@lawncarelife]

That is a one I should have added to the list. I lost a customer yesterday for that same reason. Thanks for the comment

[@craigsmith4775]

Taking care of mainly elderly customers sadly death tends to be the biggest reason for loosing a job

[@lawncarelife]

I lost one recently that way

[@dhix2388]

sometime a customer has unreasonable expectations you make a less than perfect yard and im being generous look good and these people want to find a reason to complain. I know this was not your topic but this is when you fire them. not worth the trouble. thanks.

[@dhix2388]

I agree I have always remained professional. but you do not have to do that account. im not new to this business. thanks.

[@uria711]

Ya i just got rid of one of those. They cause a lot more stress than what they are worth. What ive started doing is charging them for that stress. What i mean is if i charge them $200 a month and they stress me out after about 3 months i notify them their rate will increase to $300. Most of the time they will cancel so i dont have to fire them. In a way they are the ones firing me so they feel better about it. Less confrontational. But if they dont cancel the extra money makes up for the extra stress

[@aldrinw706]

they move

[@narlbill5636]

Is it really that bad under cutting another lawn companys price and being also do it better and cheaper?

[@lawncarelife]

That is fine but profits will drop. Most of the companies that I see have success focus on quality, not a cheaper price. If a company can do both and make a good profit, then I have no problem with it

[@whiskeybent3780]

If you are just starting out and need "fast cash" then maybe you'll need to undercut to get bills paid off. In the long term, if you expect to survive, you can't get a reputation as the cheap guy in town. Those aren't the customers you want, let them go. Want to do it cheap and good? Great, but you run the risk of CREATING those type of customers (that only see $) by basing your sales pitch solely on price. For most folks the lawn guy/bug guy/pool guy isn't likely very high on their list of priorities and if they can't save a few bucks they will - unless you have proven that your value to them is more than just a number on a bill. You are selling your service, yourself & the quality of your work. If you start selling your price, well, there will always be someone cheaper.

[@jonathonrossebo1783]

The main reasons I lost clients was because they moved away or passed away.

[@bigskyab]

How's about...cleaned all the customers dog poop off the mower and slung it all over their tools in their garage?

[@chuckccfd9]

I love low ballers they don't last in my area I'm in the sticks and the only full time guy here the low ballers come from town that's 45 minutes to an hour out they find out real quick they can't do it it's not worth the trip same reason I won't go to town and mow 95% of my yards are second or third homes they never see me unless they see me on the security system cameras I base my businesses on trust I do lose some every year do to selling of the home

[@straightfromthefield7244]

Here's a few.... *Competitor comes in and assassinates your character to your customers. Long-time clients will generally dismiss this, but new clients could very well leave. *Equipment gets stolen.....self explanatory. *Customer fails to pay invoice. Sometimes their reason is legit, sometimes not. However, I am not going to continue to service a client that always has a running tab.

[@thepettyyardmanshowlawncar393]

i lost 20 customers because I raised my prices

[@ProjectKeyMow]

was it worth it?

[@thepettyyardmanshowlawncar393]

Roy's Landscaping & Lawncare yea because I'm not doing cheap labor no more and no because I have less customers now

[@lawncarelife]

+forrealforreal lawncare 20 out of how many total?

[@thepettyyardmanshowlawncar393]

Lawn Care Life out of 60

[@lawncarelife]

+forrealforreal lawncare wow, that is a lot

[@hallaw9064]

$5 cheaper lol mate increase your margins go big or go home. I get paid $45 to fart!!