Why is my customer upset with me?

[@lakersbarnes]

My guy, that was a solid statement, “you don’t tell them, you explain to them”, that applies to life in general man! You’re always dropping knowledge for us! Thank you!

[@Bladesofgrasslawncare]

I appreciate that

[@robvilletto3146]

She texted you, you called her, this is why your business will be so successful!.

[@Bladesofgrasslawncare]

I appreciate it, thanks 😊

[@kills456]

Nothing wrong with a text especially having something in writing

[@bmd1825]

Speaking with people in person is much better than a text.

[@AaronNicoli]

You know, this actually can be a bit of burden in a lot of ways. It's nice to call back, I have nothing wrong with that, but it also goes both ways. I work in a job where 5 days a week between 7:00am -> 6:00pm I cant take any calls, but I can email and text, I often find it painful when a business refuses to text back... I'm not saying this in the instance of the video... but in general... I find many businesses replying to a text with a call, and I respond with "sorry I cant speak on a call right now, but can you elaborate here..." to be responded with "that's ok, call back when you can" - but, I can't... like ever for a 9-5 business. This can be pretty annoying to and often results in my business going elsewhere.

[@AaronNicoli]

Sorry, this wasn't aimed at the video maker at all, to them I wanna say, keep up the good work and I enjoy!

[@sueyazzie3975]

I love your customer service! I teach HS business and I will be using this as an example for my students. Keep up your great work ethic!

[@Bladesofgrasslawncare]

Awesome! Thank you!

[@genli5603]

Your fellow teachers are turning kids into Marxists, so your efforts will be wasted.

[@drewwilliams2157]

Gen Li you seem fun

[@whereisthedollar]

@@Bladesofgrasslawncare He could teach this at the university level too. Matter of fact, All business.

[@mike_AD]

They teach "work ethic" and business, in schools still? 🤣

[@DanHovarter]

90 5 & 5 90% of customers will be happy 5% don’t understand what it costs and 5% are the people you can’t make happy

[@gdolphy]

And 100% will share bad experience with you to as many people as possible regardless of who is in the wrong.

[@damonried1720]

It’s natural to feel hurt when you are proud of what you do and someone isn’t happy with it. Don’t be embarrassed, most likely, some neighbors will feel the same way as the customer did. Your speedy touch-up will demonstrate your willingness to please.

[@Bladesofgrasslawncare]

Good points, thanks 👍

[@mindbusiness9734]

Don't beat yourself up too much. You guys do amazing work. Remember that most of the people looking at what you do are wowed by the results, they have no idea why you came back. Keep up the great work.

[@Bladesofgrasslawncare]

I appreciate it, thanks 👍

[@Ram2253spd]

Had a customer one time complain about 1 weed while owing me for 2 months. They had the only green lawn on the block. 🤣 guy asked what I was gonna do about it? Loaded up my equipment and left lol. Just remember you’ll never satisfy everyone but if you keep your work consistent you don’t have to worry.

[@Bladesofgrasslawncare]

Thanks for sharing, I appreciate it

[@twentyfive2life686]

Why not charge upfront before you start your service? Or make the customer sign a contract for X amount of time you will provide services for X amount of cash.

[@nolovelynx303]

Did you ever get the money for the 2 months you worked?

[@jpdst29]

Should have just went over and pulled the weed.

[@clarencedana6081]

Yes i also come across customers like this im understanding and polite regardless? Not like old school.i think like this at night also.

[@evencutlawncaremorellc894]

Totally agree I give them a call whenever they send a text or email. Really shows the customer you care about there issue.

[@Bladesofgrasslawncare]

😀👍

[@nicbocci1694]

not only that but when you text someone who may not be used to your style of texting, they can miss a lot of the context; context gets lost a lot of the time when you text and before you know it there is misunderstanding and now you have someone taking offense when you meant none.

[@clarencedana6081]

Im having a problem with everyone cut throating each other so sad.

[@ricepadi29]

Very professional. Hope she keeps up on the watering after cutting it so much lower.

[@Bladesofgrasslawncare]

Thank you. I hope so too!

[@tmz90]

What!!?!!? Listen, you are being too hard on yourself. You are one of the most structured guys I know. Every time I watch your videos I’m wowed by them, also your employee does a flawless job. 👍

[@Bladesofgrasslawncare]

I appreciate it, thanks!

[@Lt-Dan]

I learned a long time ago you don't get too high when things are going good, and too low when things are going bad, just try hovering in the middle.

[@Bladesofgrasslawncare]

😀👍

[@bigsargelawncare9154]

👍👍Live by this!!

[@techevar]

wow, even the master gets complaints? We stand no chance guys. :)

[@Bladesofgrasslawncare]

😂👍

[@New-Breed-Drywall-And-Paint]

Man !!! Love how the crew is dressed the same looks pro !! Better than 4 guys jumping out of a truck in baggy pants , and don’t look like a team !! Secondly do not be embarrassed cause your vehicle was outside the next day again , I work for a lot of homeowners and most guys won’t go back and make good on their word and fix something . They get the check and any issues are left for the homeowner to deal with . Shows a lot about your character. Me not knowing anything a pro would know about a yard, I would assume you guys couldn’t do a certain area that day or something else . Never would even guess a call back ! I also agree with the losing sleep over small issues . I’m the same way with my business everything has to be PERFECT !!! You can tell you love what you do just by your reaction at the end of the video when you were filming the yard . Keep it up brother !!! The sky is the limit !!

[@AlexKunstar]

You guys are so fast I'd be surprised if half the neighbors even notice! I guarantee they will all be impressed if they see you tho. If I saw my neighbors gardeners show up twice not only would it hardly register with me, but if I noticed and actually made the connection in my head I would think nothing of it. Your work speaks for itself and your setup looks super cool. Thank you for all the great content.

[@almyers8074]

Was a landscaper for 40 years, and had callbacks as well. The trick is to be professional and courtious, listen to their concerns and instructions. Do that and it will pay future dividends when they generate more business for you by word of mouth. Don't try to convince them. Good luck in your business.

[@paulkc135]

Your a good man. You will never please all your customers. You just fix it and move on. They will love you for coming back so fast. The painter man.

[@Bladesofgrasslawncare]

I appreciate that

[@JuanAguilar_DonJuan]

This may be off topic but this video reminds me of a similar situation. I remember when my parents received their first and last bad review. So my parents work home and commercial cleaning. For 7 years they worked for this company that was quite big and they never had a problem, everything was perfect. One day they get a text from the ex boss and sent them a screen shot of the email that was sent to them from the customer. The funny thing was that they noticed that the email was written a day before my parents came to clean the customers. Long story short the company didn’t care and took the customers word, my parents quit and made their own company and now they have surpassed the company they used to work for in every way in less than 2 years after opening their business. Like the saying goes “ it’s not the car, it’s the driver.” I now work for my parents and it’s a blessing. I don’t think I would ask for a better job.

[@daniel65284]

The title alone had me excited to watch. As a veteran I love your military lingo you use and your dedication to the millitary community

[@Bladesofgrasslawncare]

I appreciate it, thanks!

[@Lycan_24_7]

You have self awareness and the quest for perfection. Some consider it a super power now days, some view it as a curse.

[@anthonyenglish2646]

I been watching your channel for about a month, I may go into business for myself but learning a lot from your channel. I appreciate what you do and how you conduct your self, keep going strong thanks.

[@GeraldMabry1970]

Never text back....I love that advise sir. Keep up the good work. We need more people in the world like you.

[@Podchynok]

Man, check on every point and specially “ call- don’t text”! God bless you!

[@robertnorris1808]

Watching you work in this video really shows the care you give the lawns you service.Also you seem level headed and care what your customer think and do what they want even after you explain the reason why you do their lawn the way you do. You and your associate look very professional and you both seem to do quality work. Great video and the best to you with your business.

[@AS-pb7hq]

You guys did a beautiful job! Great video! Love the attitude and how professional you are!! Thanks for your service.

[@Bladesofgrasslawncare]

Thank you so much!

[@arthurgaribell614]

Loved your video. This is the first one of yours I’ve watched and it made me a subscriber. I’ve been in the business 25 years now and have always said the client gets what the client wants. But I also learned that when a client starts to abuse that sentiment and it starts to affect you mentally, it’s time to let them go. There will always be another good client to replace them with. Keep on mowing brother!

[@pappytrapp7805]

Straight up Awesomeness. That’s exactly how you handle a situation like that. Great job.

[@NoName-jm4ev]

You are a good and honest man, fixing your mistakes, if you did make a mistake..I have two neighbors who are EXTREMELY unsatisfied with everything, when I see a company at their place I feel bad for them , when I see them back, I know why I felt bad for them in the first place.

[@scottcormier8883]

I think it makes your company look great. The fact that you’d come right back to make the customer happy.

[@IsaacNussbaum]

I like you, Johnny. I like your attitude, I like your spirit, and I admire your wisdom. All the best, my friend. P.S. I noticed how carefully your assistant closed that box door. I think you got you a good one there. Pat him on the back for me.

[@Bladesofgrasslawncare]

Thank you, I will

[@toddhebel6048]

Outstanding attitude. I own a lawn service (one-man show) and I feel the pain when a customer is not happy.

[@takezoaudio]

you know the saying, 'money changes people' i don't think it does; i think money reveals the person i think you're a good man

[@valeriegermain9352]

You’re a sensitive business man working with nature. Continued good fortunes to you sir.

[@T1up4me12385]

Don't let them hustle you. And if making them happy (wanting you there for free) cuts into profit, it's no longer a business...it will become UNICEF.

[@Bladesofgrasslawncare]

👍

[@fredgarvin4482]

Lol@UNICEF

[@RoseyForecast]

Appreciate the insight. Really enjoy your videos. Your honesty and openness is what makes this channel and your business a success.

[@Bladesofgrasslawncare]

I appreciate it, thanks!

[@AC-ps3jw]

Love your attitude and your understanding. Clear as to why you have a top notch business and channel! Press on!

[@Bladesofgrasslawncare]

I appreciate that!

[@delwynhallett565]

Good for you... Sometimes you can't make people understand common-sense. Proud of your professionalism. Keep up the good work from Queensland, Australia.

[@E80-t6e]

Always professional, always a outstanding job!💪🏽

[@Bladesofgrasslawncare]

I appreciate that!

[@nathanb.8632]

Love your videos.. and I understand what you are saying as far as call dont text ,but In my line of buisness I have had many situations where things where discussed verbally between myself and my customers and sometimes people will say that they did not say something when they did or that you did not say something when you did ,so a text message for me is an excellent form of proof of the conversation. Many times I have had to pull back up text messages and use them as proof because people sometimes have a tendency to conveniently forget certian things that where said or agreed to in a verbal conversation. Especially prices ,work to be performed and payment schedules. Respect and love to you and I wish you success in your buisness for years to come..

[@cleangreenlawnservicellc2630]

“Suck it up and drive on”. Heard that phrase a few times. I’d say you handled the situation well.

[@Bladesofgrasslawncare]

Thanks!

[@scRUAM]

My dad owned a business and would always fix something the customer was not happy with even if it wasn’t his fault. Those same customers would continue business for years and made a lot of money from them. Learned a lot from my dad. Customer is always right is honestly a good basis.

[@Bladesofgrasslawncare]

I agree!

[@JimCar71]

This is the mindset of a successful business owner. Passion with humility.

[@EGreen-pz5qr]

Much respect! The tip at the end was very helpful. Listen to the customer and not cut th off. it’s what the customer what’s and we are providing that service

[@chandlerdavis952]

Don't feel bad it doesn't make you look bad, it's the reverse it makes you look good. Why shows that your willing to go the extra miles to make your customers happy no mater what.

[@user-dy6gb6zc2l]

I dont even do lawns but this guy has an impressive amount of professionalism knowlegability and accountability. All contractors can take something away from this guy. Good work man.

[@timwildermanjr8762]

That was very professional speaking and actions you took. I can very much tell you take pride in what you do.

[@Bladesofgrasslawncare]

I appreciate it!

[@charliedeadame7388]

Came over here to see a "satisfying" before and after video and this dude over here giving life lessons. You the man!

[@mr.courtney5703]

I’m learning so much from you about my centipede lawn. Thank you!

[@Bladesofgrasslawncare]

You are so welcome!

[@danguerra3492]

So refreshing to see outstanding customer service...success will follow hard workers like you and your crew. God bless!

[@jeffrme]

Your spot on brother. Keep being classy like this and you will always succeed!

[@zombiehunter5923]

Dawmnn your work its under appreciated If customer doesn't want your service there are many more customers that want your service bro

[@dreamingcode]

This is excellent advice. I worked in Corporate for years. My rule was pick up the phone. Tone can be misconstrued in text or email. Also customer's knee jerk reaction is to think a vendor is trying to cut corners or get over. Unfortunately, right or wrong, this is magnified when you're a black business owner. By calling them you can express the importance of their business, and your willingness to make it right.

[@scottkelley4517]

Wow, your attention to detail is top notch man keep up the good work. Your customer is wrong, your right on this one.

[@harryerhart5978]

If you cut it short in the heat you expose the root system to stress then it turns brown then next week they call and say my lawn is brown you were right in the first place àt 3.75 take care Johnny

[@Bladesofgrasslawncare]

😀👍

[@nihalalitahir1406]

I appreciate how you take time to respond to everyone’s comment

[@Bladesofgrasslawncare]

👍

[@therealRustyShackleford]

I really doubt the neighbors even give it a thought as to why you are there again. I know I wouldn't. And if I did, I would just figure you had a breakdown or an emergency to tend to. Truth is, I really wouldn't care what you would be back for. Love the videos. Learning alot from you.

[@Bladesofgrasslawncare]

I appreciate the comment, thanks!

[@stevebruce1235]

I am a landscaper as well,you are 100 percent right my brother, the customer is always right, thank you

[@TopNotchPropertyServiceLLC]

Keep your chin up you guys are great. The customers neighbors probably had no idea why you came back they probably weren’t even paying attention. But if they did notice they probably thought you had an equipment issue and returned to finish. Great tips/video thanks for sharing !

[@garyscandle]

You know your business. I do the same thing at a baseball complex and they listen to what I had to say and now it's a beautiful place. Thanks for sharing ✌️

[@Methodical2]

I agree 2000% that you call them; it’s more personable. Also, that way you can talk them off the ledge if needed. There is no comparison between a phone call and text or emails, none. However, I will follow up with a text or email to document the conversation. I’m an Auditor and always tell people to document, document and document.

[@Bladesofgrasslawncare]

😀👍

[@nylaann6276]

Those customers will never be happy. Let em go

[@Bladesofgrasslawncare]

👍

[@Iron_Edgellc]

Thanks for the candid video. I'm in my third season of mowing and its a great industry but its not all sunshine and roses. Things will go wrong and people will get upset with you even when you do a great job!

[@anncurley9713]

New to the channel but I appreciate the transparency of this video. I think you handled this perfectly. Good lesson and reminder to a fellow business owner. By the way I love the attention to detail you both put into that lawn! Keep up the good work.

[@gigabane7357]

Well handled. Im in the UK so we can cut our grass lower, but even we know that the hotter the weather, the longer the grass needs to be. Certainly not your fault if the customer ends up with fried lawns. I hope you cutting it to 3 was satisfactory for the customer. Of course you have to make sure that you have to maintain your own appearance of professionality even if it comes close to conflicting with the customers wishes. Thank you for this video. Because of this, I am going to add a temps/grass length guide on my web page so it is there in writing from the start and the customer will need to specify specifically before the work if they want to go against convention. I subscribed. looking forward to watching more of your productions. ;)

[@slick3864]

Integrity, missing in most of today's businesses. Much respect brother 🙏

[@sandorclegane6844]

First time watching one of your videos. I work commercial construction and I completely agree with you. You seem like a genuine dude with a solid crew. Keep up the great work.

[@jimatmile56]

What a great attitude! More people ought to run their businesses like you do.

[@cristinazoli]

Whowwww...you have a very good customer service!!!!!!... Exactly text can be misinterpreted ...I like to calls too. You don't need to worry about the other people think about you got back... Blessing to you and your business....this is the way to go.

[@Bladesofgrasslawncare]

Thank you!

[@FeriteKnight]

I had a guy come up to me at the end of a temp labor shift, (as he took over as Supervisor), and instruct me to start the whole job from scratch, and do it his way, (which would have taken at least 2 days). I was vacuuming carpets in an exhibition hall at a stadium for a trade show which was being set up, and would start in another 8 hours, and still had about 1000 sq. feet in a lower section to do when he stopped me. I told him to do it himself, and walked out. As for quality of the job, I'd been approached by the general manager not 20 minutes before, and told I was doing an amazing job, so it couldn't have been that bad.

[@FeriteKnight]

@Jeremy Lanier Could be, though I don't think he had much to worry about. I was doing Temp Labor because I needed work, but I was also sick of repetition, so it was good for me at the time. I could work a few days, give or take, at different jobs, and if I didn't like the workplace or the leadership, I could just move on. I can't even recall how many different jobs I did when I was doing that.

[@gavinhinote1300]

Thank you for your service!!!! And these awesome videos!!! Mad respect on your customer service bro

[@cnn.2509]

Sold man, wish every business had this work ethic

[@cnn.2509]

Solid

[@bransonred1]

Great attitude. It obviously has served you well and will continue to do so.

[@ABSOLUTEKAOSGAMING]

I was always taught that you should round about 2 times then go back and forth with lines.

[@Bladesofgrasslawncare]

👍

[@Frompushmowertoprofits]

I know how you feel Johnny. Some clients don't view us as professionals and think we are cutting centers. Until what we're saying come to pass. Thanks for sharing and cut on.

[@Bladesofgrasslawncare]

Great point!

[@RupakShakur]

Who knew after watching a random lawn care video, I'd end up with solid advice on becoming a better person

[@eddiechavez1707]

As a ex business owner, especially for us men, it's all about the EGO, member let the mind control the body not the body control the mind.

[@phelanowens]

Outstanding Video!!! Yes again eye totally agree. Great customer service.

[@Bladesofgrasslawncare]

Thanks!

[@jeremywilson8334]

Thanks Johny, God Bless!

[@Bladesofgrasslawncare]

Thank you too!

[@m1rroredgesharpeningservic546]

Your on track dude. I have the same response to call backs. Managing customer expectations before the service is provided is critical. I educate, document the training and explain what they should expect and why (before). Yes, it takes time but has reduced my callbacks in a different profession. After the service, is just too late and yes, we must do what is required to make it up and keep the customer happy. Peace Huuua!

[@minoutv7347]

Excellent way of handling the situation. Seeing your truck with the signage a second time shows your commitment to make things right, which speaks volumes (in a good way). But, I also get what you mean if the lawn looks like caca, and the neighbors see your truck. Can’t put a sign on their lawn saying the customer is making us cut it wrong. Hopefully the customer will get it when they see the result. If not, sometimes firing the customer is best to protect your hard-earned reputation.

[@r7kelley553]

Some people just think they know it all and you will never make them happy. You handled this the best way you possibly could have. Explain it to them but do whatever they think is right and do what makes them happy in the long run. Its all about getting that check and Looking good doing it.

[@johnstutz4458]

Do not be embarrassed!!! It shows you will go above and beyond to satisfy the Customer...

[@wheelsone6180]

1st class business owner/operator right there. 100% agree with everything said. This applies to all business owners/operators. Good man!

[@theChef1337]

Love your dedication bro. Dont be so hard on yourself.

[@Bladesofgrasslawncare]

Thanks 👍

[@Glugglugwxyz]

You are a true professional. Love watching you guys.

[@rawdeal271]

Thinking WAY too much into this buddy. As a customer and someone that's been in customer service for over 25 years - you WANT others to notice you are back. That shows commitment! Don't ever second guess yourself for that🤙

[@Bladesofgrasslawncare]

Good to know, thanks 👍

[@jimmapp8257]

Your professionalism is admirable. You set a standard others should aspire to attain. Keep up the good work. Hard workers respect hard workers.👍🏼✌🏻

[@tchance65]

Yes definitely helps! Thanks.

[@Bladesofgrasslawncare]

Glad it helped!

[@AFFI909]

Immagine being unhappy with they way your lawn has been mowed for your perfect little house, while millions of people be strugling to eat out there. People that behve like this have some deep personal issues. Taking everything for granted alwase expecting the best wantin more and more and better and better. Just for other peoples visuals or try to impress. You did a great job. Keep in mind there is alwase people that take a piss and have some emotional problems. No need to be hard on yourself. I recognize myself in you a little concerning people opinions and wanting to deliver the best work. This one is not on you, its the homeowners fault

[@Xmetalfanx]

I am not sure how different things work but say (and things aren't in writing) I want things at a different length.... well A) IF I dont tell the company that i'd hire ... how would i expct them to know .... B) I'd listen to at least suggestions from the company like how you explained here ... at least i'd take what you said into account maybe suggest "hey maybe next time, can we go a little lower?... it's ok for now and there is no need to redo it now " (say a bi-weekly cut)

[@valleygirl670]

YOU CANNOT PLEASE EVERYONE. LET HER GO.

[@PrinceAkpan]

I Love The Exmark Sit Down Lawn Mower!

[@Bladesofgrasslawncare]

😀😍👍

[@LegendMuscle]

this channel is more than just lawncare, thanks so much for your business experience and strong logical opinions.. these are life lessons everyone should follow... the new generation would cry like a bitch and argue with their customer...

[@Bladesofgrasslawncare]

I agree 👍

[@exs219]

Hear you brother as a business owner I feel you.

[@executivecutzlandscapingll9190]

Absolutely when its your brand you hate flaws but at the end of the day like u said u have to do what you have to do to make the customer happy!!

[@Bladesofgrasslawncare]

😎👍

[@mychalnielsen2284]

We like giving back to our clients in our business. We spray lawns ( we don't mow) and usually our clients are happy with us. But there's always someone out there who is not happy with your service.

[@donk2831]

Great costumer service. Like the you explained why it was cut that way in the first place. You pleased the costumer and that is awsome. God Bless. Stay humble.

[@Bladesofgrasslawncare]

Thanks 👍

[@raybradley4939]

Maybe when I was younger but today I would have mowed the second time then made sure she was happy then would have told her to find someone else

[@Bladesofgrasslawncare]

👍

[@ghostofreagan3181]

I'm the same way. Been mowing for 35 years. Difficult customers get dropped. Plenty more where they came from.

[@tomlof8941]

i own a small masonry business , i hear you on the not sleeping if you have a complaint. And you go take care of it like a pro. Good luck with the business and life . You have a good attitude and good customer service. That goes a long way.

[@bettydamnboop3030]

You almost need to have a signed contract just in case they decide NOT to listen to a professional business man or woman.

[@williamwoodham687]

From the looks of the yard. From the vantage point and quality of your camera. The grass has many shades of green as well as possible erosion problems associated with fert runoff. Because of that, the grass is going to grow differently and I just saw this is from last season. The best you can do is communicate grass issues and erosion issues as related to fert timings. My dime boss. I think you did a good job.

[@youngbuckslandscaping462]

One of the worst feelings, glad we can all share the same feeling about it, great vid Pop!

[@Bladesofgrasslawncare]

Yes! Thank you!