Customer Wants to Change How I Run My Business - My Story Dealing with a Difficult Customer

[@RRR-rn8jm]

I own a service business and I learned not all money is worth chasing. Dump customers who cause problems.

[@gregpendleton4957]

Drop him, he is not a customer you want. Don’t let the tail wag the dog.

[@aclawncare9916]

The lawn care life is how I started my lawn care business

[@83chared]

Jason you're a better guy than me, I'll never would've put up with that BS!

[@chrisunruh6485]

Non alien life form!!! 😎😂🤣 you’re killing me!! 💀

[@neighborhoodlawncare9872]

“I want my $2 dollars”. Best line ever....................lol

[@tomdurkins]

It’s amazing how people or businesses that aren’t making a profit are always so busy.

[@robertpoindexter8616]

Tell us what you’d do different? In my experience 1st and 2nd year is a ton of work and only a little bit of money. I know for myself I would have been more successful in the beginning with a tighter route..I’ve learned my lesson

[@St.CrimsonTweets]

Im 4 years in and finally making profits. Reinvesting and maintenance has taken up anything left over after paying bills.

[@Todjcam]

Service terminated right there on the spot.

[@kellielaine5848]

hehehehehhe - "I just don't know how I'm gonna get by without that 45 dollars." You are so kind - and you ARE a people person. I like you just from youtube.

[@TomJohnson-yh1sn]

Your customer is a business owner.... Sounds like he’s strapped for cash and he’s trying to decide which bills to pay. Take that as a sign to walk away.

[@tracywoolery5066]

Sounds like a Realtor customer.

[@clcare5563]

I usually just try to recover my money and then immediately cut ties.

[@waynetec13]

One of my first clients, someone who was an old friend of my Mom's, is my all time least favorite client. She's more demanding, and nit picky than any client I have. I've renegotiated her lawncare twice already, and she's still bucking the system. I have one more mow, and if she doesn't fall into line, it'll be her last mow from me. Part of the problem is that she's a 75 year old business owner who had young guys working for her who'd come mow the boss's yard for like $20. She owned a pavement and surface company, and is very successful, so of course her employees wanted to take care of "good ol' boss lady." She's also one of those super controlling people who's used to always getting her way or the highway. Then it's all complicated by the fact that she was my Mom's friend, so she thinks of me, a 45 year old business man, as "the kid down the block with a mower." I'm trying to be kind because of her friendship with my Mom, who passed away in '19. She's the ONLY client I don't like cutting. All my other clients are peachy, and THRILLED with my work. Most of my business is from referrals, but this one has given me nothing but headaches. Yeah, I know the type. She's got one last chance or she can find the "kid down the block with a mower."

[@bextar6365]

Got to feel sorry for her husband if he is still living with that witch !

[@jr1001jr]

Until you put your foot down & set healthy boundaries, you're enabling her piss-poor habits & terrible behavior. She has poor business ethics and etiquette. As a successful business owner, she knows better than to behave that way. Shame on her; refuse her your service & Shame her. History with your mom, amongst other factors, are no excuse for her disrespect. I wish you all the best buddy. 👍😎👍

[@Solopraneur]

You are concerned about treating her well because of her friendship with your mother, but she does not respect your mother because of the way she treats you. That should tell you something.

[@waynetec13]

@@Solopraneur that's valid.

[@Solopraneur]

@@waynetec13 I only mentioned that, not to be negative, but because I find myself in the exact same situation so often. I think as small business owners and for some reason especially in the landscape and lawn care industry we get this sort of inferiority complex where we think that we always have to bow down to other people and take the highroad. Wow that is a really good policy to have in life, I feel like sometimes we have earned the right to stick up for ourselves and to really put someone in there place when they are treating us wrong. It’s really hard to do it in a professional and nice way, but I really do think that at times it needs to be done. On the other hand, it feels like you’ll never win with someone like that so the best thing you can do is walk away. I currently have several situations like that going on in my business, and it’s really easy to say and a lot harder to do. Some of them I’ll continue to service while saying I’m going to do this in the off-season. Hopefully I’ll have the guts to follow through. Videos like this helped me a lot

[@lorenstewart8922]

You’re on the right track with your thinking. They are not worth your time. Stay in control.

[@fowvee]

That was hilarious. It is sad that people simply don't care that they are inconveniencing you but as you state, there was a good lesson here. You have such a good disposition and it's enjoyable to hear your stories.

[@keystonekuts302]

Exactly. Not worth the extra work they cause. It takes time away from more productive things you could be doing. Better to let them go.

[@gregwells2331]

Run as fast you can in the other direction. Drop him without a question. I just had a situation with a new customer, for grass cutting, It's a biweekly service for $35.00. We serviced his property last Monday and I sent the invoice and he requested an extended payment term and we agreed to last Friday. Customer has yet to pay, Sent a reminder today. We do not have extra time to chase this customer for money. Looks like we will be dropping him, once we receive payment. Great topic Jason, I love the stories you share,

[@leeroyjenkins422]

I recommend parting ways with that customer. I'm sure you can find a more reliable customer to take his place.

[@lawncuttingplusdelta]

Hey there , I’ve had a lawn biz in delta bc canada for 30 Plus years …. Pre pay in blocks of 3. 5. 10. Or season …. When I was big my receivables ran as high as 40 grand !! For a seasonal business that’s crazy lol…. Something to be said for staying small and simple ….. nice to know we are not alone , if u are fair and do good work u deserve full respect

[@lawncarelife]

Good advice. Thank you for sharing

[@ronkway]

I agree with anyone that says drop 'em. In our first year trying to build maintenance we had customers that were pretty easy to drop after a few visits - If you're going to excel in life or in business you can't drag the concrete block around on your ankles. I've always ended business politely. There are people we have to let go of when they don't pay after a few visits when they "forget" you cleaned. Don't see the bags of debris and in general have no appreciation after you start business with them. I say don't chase money. When you are worth your weight your name will be passed around and the GOOD to GREAT clients will come and WILL appreciate you and pay on time! if not the day of services. Good luck to anyone with difficult customers - collect and quit! Don't drag the stress with you. NOT WORTH IT

[@ericrebert1378]

I realized 5 minutes in I have this customer. Thanks for the push to let them go. Eveytime I fire one a better one comes along. Keep up the good work.

[@travismorrison904]

Your absolutely right, the people we deal with in this business lol. They are either awesome or the opposite. Doesn’t seem to be a middle ground in my area.

[@markcontois1841]

Dude, I can totally relate. You sound like me complaining and getting all worked up!!!

[@grayfox9911]

Sounded perfectly reasonable to me on your part.. :) Thanks for the video!

[@coollasice4175]

Cut 'em loose, Jason! Let us know what happens!

[@johnlaseter9434]

Thanks for the video Jason. My business partner was just complaining to me the other day about customers that don’t pay on time. He said to the tune of 9k. I will definitely send him this video. I love the idea of prepay or firing the customer and getting a new one. Thanks

[@adanvaldcontreras4283]

It was a pain to get paid.. I would part ways... Great lawn care stories..

[@fr0d0scious]

Totally agree. Good advice.

[@Me16768]

This was a departure from your usual contact, but I really enjoyed seeing the personal side. Thanks again. LOL

[@terrencestamps5125]

Love your stories. Thank you for sharing.

[@lawncarelife]

No problem

[@RJLgardens]

Customers like that are not worth the hassle or the stress mate. I give customers 3 major strikes, any issues after that and their gone. 👍

[@mlsmurphylawnservice]

Same here. Some of my ex-clients only made it to 2 strikes... bc after the 2nd time I knew they would do it again.

[@senorfrijole1134]

I can’t stand when people ask us in lawn care to do things outside of our scope of work. I’ve had people ask me to hang pictures, paint mailboxes, move furniture etc... I don’t have time for that, I’m trying to mow 15-20 yards a day solo.

[@commonlaw5400]

Bless your heart.

[@OkcBilly]

That’s the type of situation that gets me so aggravated and almost getting mad at the customer but I try to keep my cool haha

[@TylerHunt556]

Oh man. I’m sitting here laughing out loud at the frantic frustrated fast talking. That was hilarious. I’m sorry you’re having issues and I’d like you to know that I appreciate what you do on KZbin.

[@ronblock9138]

I totally agree.

[@johnmiller7544]

The everyday average person do not have any idea what a business owner has to go thru on a daily basis...taxes...equipment...employees...and chasing the money. Every second of everyday has a monetary value. I would not do anymore work for that person...even at a higher rate. He will do it again and again. Focus on those existing customers that are following your payment guidelines and look forward to all the other work heading your way. Thanks for doing what you do!

[@ryanvercoe1140]

Great statement "don't let the tail wag the dog" Greg Pendleton. Jason you made a great video, for yourself and others. Keep doing what your doing.

[@sgnt9337]

I like the daily billing approach, versus a monthly (whether they come or not) approach.

[@jayclifft72]

I had a guy several years ago that was a sales manager at a Chevrolet dealership. He wanted me to come up to his work and wait for payment. Unreal. Waited 30 minutes one time. Dropped him and never looked back. I would never do that now. Lol. I was hard up for customers back then I guess

[@chuckmaxon3727]

Life is too short to have to deal with "high maintenance" customers. Drop 'em.

[@jefmiller9057]

I had a customer like that years ago when I had a small engine repair business. He was a real estate developer. Always paid late. If I would stop in the office and he was there. He would act so surprised the bill wasn't paid and had his bookeeper write a check on the spot.

[@jbeezi85]

This is a great lesson and example. Thank you brother

[@joeraptor1]

I find the rich ones and the older ones are the worst. They want something for nothing and are quick to drop you for cheaper providers and never appreciate anything you do for them. I a few who would want me to do things like pick up their leaves in the fall while never offering to pay you for the extra service. Then, when things like the grass slows down come along, right away, they'll tell you to reduce your charges. It took me a long time to learn the lesson the gentleman in the video is telling you but the best thing to do is drop them right away. If they don't want to respect you as a human being, the aggravation is not worth it.

[@thepursuitofgrowth964]

Great advice. They way you describe things cracks me up!

[@AngryYouAre]

Very frustrating client mate, down here in Australia the stories are all the same.. Cheap skates and hagglers everywhere no matter where you go, but most clients are awesome.

[@timothytero8091]

Man I have been in similar situations. You got me all worked up and it’s not my client!

[@johnlewis6642]

Good video! I used to chase money when I 1st started but it's Not worth it once you have a good running business. Not worth it! The Time spending chasing you can Replace that customer. Lol.

[@836dmar]

I get the rant. People either can’t afford it or they really think they are above you and the norm. Some people just like to see you dance as a personal power play - likely other issues in their life. Be nice but I’d dump him as a customer. You don’t need that stress or the extra work as a collector. Wait till their lawn is 14” tall then they are begging for service. “I’m sorry, I am unable to help you at this time.” Not all customers are for every business and visa versa.

[@don-uv2zj]

Sorry to hear that, man. You are a very nice person . That just try me crazy for the rest of days

[@johnslawnseasttn4489]

My advice is to charge fees for late pay. Ally late payers went away after that. But make sure you state it in writing before you mow good luck I've really come to enjoy the channel best of luck

[@scottjohnson5828]

I feel the same way my brother. It just happened to me.

[@monkeyslawncareandgardenin473]

I understand, by the end of the day what have you made.

[@fiorevitola880]

That works two ways in my opinion....good service and pay on time! Sometimes the good service doesn't work along with the money charged. I've dealt with many landscaping companies over my carrier....it cuts two ways. I think in this case for $ 44.00 I would part ways and go on your mary way. Thank's for your input.

[@devinb2523]

I hate texting with clients. I've been burned because it's a bad away to communicate

[@brianfolding40]

Preach it brother Jason. That's straight up churching right there. Drop em like a bad habit.

[@ukpaul9221]

Hi there - sympathise. Don't you just find that it's those who have plenty that are sometimes a pain but those who have less are often the most honourable? Same the whole world over, brother. Cheers from UK Paul

[@lawncarelife]

I agree

[@powrguy1696]

This one is almost as funny as the "gladiator" outfit rant on the weed whacker !

[@davidhintz1806]

Now I have to find that video.

[@terrykadhim7098]

This applicable to any biz! Smart Jason!

[@maxwellsgrasscuttingservices]

Great video, the same thing happens here in the north east of England. Payment is required on completion of the job, cash or bank transfer. No payment, they are gone. When they say, can you just do- my reply is , I can’t do it today but I will give you a price for my next visit. That sorts them out. All the best.👍🏻

[@theplinkerslodge6361]

Just raise the price, see if he follows. You win either way, he walks or he ups.

[@MrTbanks2834]

I got a old lady customer she wants me to put a part of her fence up and asked me do i do handymen work i said na i don't i don't want them problems

[@wilfidoayala2923]

As a business owner i decided to add just good costumers no that's ones. all years i do bad costumer cleaning up. 👍

[@SunCityLawnCare]

“Non-alien life form lol you crack me up sir! Never came across these situations but I completely agree with you.

[@lseeber01]

I learned many years ago in direct sales, etc... I can generally tell within 5 minutes of convo if it's gonna be a pain in the butt customer that will cause probs. It took a long time but eventually my husband realized that I could weed them out pretty quick and just avoid the prob. But you always end up with a turd in the sandbox somehow.

[@lawncarelife]

Good point. I do think after a while it becomes easy to recognize traits after talking with hundreds of customers

[@sveltland]

You make great content. Been following since first year. Very helpful. Thanks

[@lawncarelife]

Thanks for watching

[@patricksquires77]

Oh my goodness.

[@kennethalynn]

That kind of customer han no respect for our time. They believe that they're time is more important than ours.

[@calbertkensill148]

My customers usually leave the money under the door mat

[@VFXmlg]

ring around it sounds lol

[@germanavilan7005]

You are very patient in your shoes forget the money time to dump customers like that ....!!!!! there is a better ones 48 dollars so many dramas good luck Don't get marry with customer you are a professional one end the story no attachments ....!!!!

[@ryanhill3251]

Should have just left him with the 44 and moved on probably would have been the best 44 bucks you ever spent

[@scottbuck7911]

agree

[@KenCluchey]

I only keep the people that make sure I get paid, the longest a person holds off on me is about 7 days max occasionally 10 days, if they're on vacation or something., that's fine I reckon, however it's only about 5 of 80 customers that do that, it's not too many and I know which ones they are, but they’re reliable, good folks regardless. I don't keep the troublemakers. I "NEXT" those.

[@rafasan1795]

Good video

[@terrykadhim7098]

We are lot nicer here in Raleigh, NC! Come on down!

[@davidhintz1806]

That's a terrible way to treat a contractor. One time I did forget to leave a check for a sealcoat company. We had signed up for the "We are doing some of your neighbors this week" price. I called him to offer to mail it or put it on the door like I had been requested in the first place. He said he would pick up the check, so I wrote it out for the non-deal price to help make up for his wasted time.

[@aleidahernandez6607]

That was so funny. You basically needed this video as a cathartic release to justify your already made up mind. Lol, former business owner and those types of people are everywhere not just lawn care, I feel your pain. Keep up the great work. God Bless you :)

[@skillsrobles]

everyone should pay before service you cant trust nobody, i hear this with all youtubers lol. If they dont trust you to make an up front payment then you will have issues with them to begin with and they must really not need their yard cut.

[@moisesmorales4065]

My respect ✊ is for you sir, amazing video 👍👍

[@shelbyhemphill512]

Wish I could like this video multiple times

[@donf1526]

Pre-Pay or No-Spray

[@valchris11]

Love your videos.Thanks for making them.

[@lseeber01]

It's called painintheassitis.

[@carywilliams155]

I love this video. Get him Jason!!!!

[@rabbi7933]

Should have put a lien on his home.

[@jimthomas1759]

Good reflections - take a few more days and do what you think is best. I would have them bill yearly in advance and see how it goes. If it has worked out for the previous 5 years perhaps it can again. You don’t want to be in the middle of a poor father-son dynamic.

[@lawncarelife]

I like that idea

[@issacf4416]

Great commentary!

[@2shoestoo]

Nothing worse than chasing money. I was in the Mobil tool business in the 90s and ended spending more time trying to collect than doing my route. After ten yrs had enough of that BS.

[@mydigitallife8311]

I would forget this people. Embarrassing. Forget this family.

[@michaelbradford4444]

Getting rid of a customer is the same as losing a customer and I regret it the few times I felt I've had to . The son has to be removed from the picture and a man to man conversion has to happen between Dad and yourself before anything else is to happen .

[@tchall8153]

LOL... runaround... difficult or awkward treatment, especially in which someone is evasive or avoids a question.

[@mowingtrimmingedging214]

The older I get the more I’m prone to “fire” a bad customer. My time is valuable.

[@lawncarelife]

I agree

[@wayne93094]

Love it man rofl 🤣

[@stonesauer5781]

Raise or double your asking price & pre-pay upfront for those deadbeat run around customers will eliminate themselves ! 😎

[@piercesplayground3578]

Sounds like they have family issues and that you got a bit of heat from it. I'd agree with lots of comments here. They are customers for 5 years but they devalued your professional relationship with their behavior. So I'd say they aren't worth the trouble. Payment is a basic thing whenever you receive service.

[@mlsmurphylawnservice]

I’m going to say 2 of those 3 dislikes is the father & son lol. Great vid man

[@MrTbanks2834]

Your good bro i would have been stop doing there yard my second try to get my money ....and tell him to pay up front or no service

[@jr1001jr]

I'm not tryna give you the run around... 🏃‍♂️💨💨 [... proceeds to give the Landscaping Tech the run around...] 🤷‍♂️🤣🤣🤣

[@kevinblackmon2223]

Awesome vid Jason. Love all the “horror” stories hahah

[@Ahch.]

I got pissed just listening to what happened. We're a small operation and we're not automated. After 2 late/non-payments, I'm ready to drop the customer. My dad is much more patient. Therefore, I let him cut those yards by himself since he's ok with them paying late.