This Client Complained: I Didn't Apologize!

[@timthelawnmowerman]

What do people expect? Lawn guys to mow in a suit and tie?

[@scottmckibben6463]

That may be my new gimmick! Black Tie Lawn Care. We are fancy!

[@timthelawnmowerman]

@@scottmckibben6463 I tried it already 😂

[@scottmckibben6463]

@@timthelawnmowerman new clean shirt every client... haha! maybe the shirt with the tux printed on it..

[@timthelawnmowerman]

@@scottmckibben6463 😂

[@archiestallings7080]

Right

[@thekrls1]

This proves my point. I was a manager a while back and I don’t do that “customers always right” crap. Customer may have an issue and I’ll do what I can to resolve it. But they are not always right.

[@NanoT_T]

My whole philosophy of it is of the customer is always right, why are they hiring professionals?

[@dexietyy7922]

Screw customers lol

[@UncensoredCowboy]

Most likely they charge extra for edging/trimming and the customer didn’t either know what that included or didn’t want to pay for it. Then when the guys show up they ask for it.

[@decay1369]

The one thing you learn working retail is that the only thing the customer is always, is an @$$hole.

[@survivingwatson7430]

customer is always right only works ina food establishment or sum 😭😭😭😭😭😭a legitimate service ,shut the fuck up and let me work

[@Enduring-truth]

Never had a customer complain about one of my guys being too dirty😂

[@caseyporter499]

Your guys aren’t working hard enough

[@jaybee6695]

@@caseyporter499 only rookie lawn care workers get dirty. Its a true sign of not knowing your way

[@saulfalcone4817]

You should be wearing a tuxedo and top hat at every lawn.

[@jaybee6695]

@@saulfalcone4817 You could wear that, as long as you remember that your blower can easily clean off any mess except mud....

[@Heavychevy0402]

@@jaybee6695 your right. But I hold my head tall as a “kid” because I know I have a lot to learn and I’m not afraid to go out and get dirty.

[@bj133]

Let me see if I get this straight. The shabby guy in ill-fitting clothes and grass in most of his driveway is complaining that his lawn care guy has some grass on him after a long day?! You are a better man than I would have been in that case.

[@Gr3nadgr3gory]

I probably would have asked him if he had such a problem with the cleanliness of my workers if he'd let them wash up in his house.

[@zacharymurray8565]

Right that 40 ain’t worth it

[@Mrnoob951]

I know right my response would have been something along the lines of "Really the guy who's been out mowing lawns all day for lazy slobs such as yourself was dirty? Damn dude that's crazy! Let's see if we can work together and put 2+2 together on that one to see how that could have transpired."

[@a-a-ronk.340]

This guy absolutely gets it. I really wish the world had more bosses like this. These are the types of bosses that employees are happay to work their assets off for because they know they are respected. I absolutely love it.

[@aaronjones5372]

If I come home clean with no dirt, grass trimmings, and sweat on my head; my wife would think I hung out at the lake all day with my buddies.

[@MikeAndes]

😂😂

[@kingjb82]

Ha. I get a questions every time I'm to clean.

[@serenity2655]

Uhhhh yea- Wow- is the employee there for the job or for the customer to gaze upon. I guess i would just figure the employee just had a reflective job prior to mine. Absolutely no team throwing and focus on solution addressing. No need to rush or steam roll the clients expressing gas/experience.

[@anitatheuil99]

@@MikeAndes you might ask your guys to wear 👠👗and lots of perfums so the customer might be happy !! 😆😆

[@KarlBerlin]

Same here

[@cathydefelice6807]

Love a boss who stands up for his employees. Not to many employers do that, it's just easier for them. Great job.

[@mrdobalina3451]

He didn’t stand up for them. Not to the customer anyway...

[@garysmith7760]

@@mrdobalina3451, What did you want boss to do...?...shove the client around few times..?

[@bkdexter79]

He did stand up for his employees by NOT throwing them under the bus, not agreeing with the customer, and NOT apologizing for anyone's appearance or supposed behavior.

[@garysmith7760]

@@bkdexter79...as it's self evident in the video.

[@ozzmann3217]

Absolutely goes so much further and builds moral and loyalty with your crew

[@nahalastone8027]

I hate customers like this. He's just a miserable old man, looking to ruin someone's day. "He's dirty." No shit. He works a hard, dirty job, genius. Some customers aren't worth keeping around.

[@ericholdsworth6611]

Totally agree, that was rude.

[@ryans413]

I’d cut my own lawn and I’d get dirty and smell like gas and get grass clippings all over me

[@Korksbebig]

@@allaboutroofing2 It certainly can be.

[@lifeoflouis3460]

@@allaboutroofing2 yeah it’s not the dirtiest job on the planet but it’s definitely dirtier than fast food

[@gageparr7247]

@@allaboutroofing2 im a landscaper, trust me you get dirty. Don't talk down on others when you don't know

[@benjaminblaylock3709]

Wow! Can't believe they actually said something about a lawn care guy being dirty. Awesome job handling the situation and I love your truck setup.

[@xYOUNGDORx]

As a single employee landscaper of my own company I've seen people try to take advantage of other companies and individuals you handle this very well respectfully I wish you the best season

[@jacobcarter5923]

His face was dirty? Oh no! I would never let someone mow my lawn with a dirty face lol

[@Bansheekilr]

Haha, seriously. That just means he was actually doing his job.

[@garysmith7760]

...and long dirty blond hair...must be a homeless bum... :D

[@shanegiggie]

Right? Who even says that. What an idiot

[@ryans413]

Had a guy do my lawn once and it was a fair size with a pine tree and bushes and by the time he was done he was dirty I offered him so ice tea and he appreciated it. This type of work is dirty like come on it’s understandable

[@DavidSmith-oy4of]

I'm just wondering what this guy says to his mechanic when he takes his car in to the shop.

[@tfFlyer-e9w]

“Back in my day we would shower between job sites and change into new clothes after every cut, including our underwear” !!

[@MikeAndes]

🤣🤣

[@raphaelszok8561]

I dont wear undies.

[@amck72]

Lol

[@raphaelszok8561]

@@dubdsy5376 Oh the thought police...KAREN

[@jsdouglas83]

I like to freeball

[@jimmyrivera1037]

Some people will ALWAYS find something to complain about no matter how much you do for them... Good job and Good luck

[@Titan.Fox56]

The lawn business I use to work for before I decided to move on, If they got to many complaints especially from the SAME customer over and over they would blacklist that customer cause they would/will try to find something to either get out of paying or trying to make the company seem like they're doing a terrible job when in reality we did EVERYTHING correct. To me I always say in my head or to my co-workers what I want to say to the customer that complains "If we do a terrible job than why don't you go buy you a lawn mower and weed-eater and do it yourself for free?" I know some people can't be out in the heat very long, very bad allergies etc, but 90% of the ones that complain are lazy or they don't know how to operate a mower.

[@MissAstorDancer]

@@Titan.Fox56 Just like with anything dealing with people/humans, a hell of a lot of game-playing and power struggles go on. I have actually personally KNOWN someone (friend of a family member) who used to do all MANNER of yardwork, but for the most part wanted simple mowing jobs. More that one time, he had a good-paying customer who, for whatever reason, he did not like. Each time, it was a customer who spoke up if something was not done to his satisfaction. In other words, the PAYING CUSTOMER complained about poor service! So the yard guy (admittedly) deliberately did something each time, that he knew the customer would complain about, until finally, the customer had enough and called somebody else. All because the yard guy did not want anyone to complain about his work. He had plenty of simple mowing jobs, and certainly did not need any ONE customer's business. Both jobs were more complicated/difficult than he really wanted, but he didn't have the guts to just honestly turn down the jobs for that reason. Instead, he caused friction and bad will with two different well-paying customers, while happily taking as much money as he could from them before running the customers off.

[@american-made3069]

💯👌👏

[@Bugsy0333]

Like this prick ? Right ?

[@crash0verryde857]

Bro as a medical professional I can't harp enough on how important it is to support your team and build them up at the same time. When it comes to a team and a business you have to have positive solidarity. I love you, dude. You're a true leader.

[@electro1622]

Not only is your appearance, curtesy and work ethic top notch but your support of your employees is the best I've ever seen...well done and good job.

[@corywilson7354]

Wow this dude is beyond ridiculous been in lawn care and trees my whole life and this definitely tops it on the dumbest things I've heard customers say. Had a lady come out screaming because I was blowing the yard clipping of the driveway into the yard and not using a broom to sweep them up I turned around and left

[@MikeAndes]

That definitely got me LOL 😂

[@norcal-ce7yk]

Why would you blow lawn clippings back onto the lawn? Isn't she right that they should be swept up? I personally always sweep up clippings bc in my experience leaving or blowing grass clippings onto the yard increases thatch buildup much quicker.

[@nahalastone8027]

@@norcal-ce7yk Thatch build up comes from mowing too short, overwatering your lawn, too much quick release high nitrogen fertilizer, and compact, poorly drained soil. Your grass clippings aren't going to cause thatch build up if you're mowing regularly and mulching. Have worked in law care for 20 years and this myth needs to die.

[@vindicati3769]

@@norcal-ce7yk Nope

[@ericholdsworth6611]

@@norcal-ce7yk I have heard that if you cut your grass regularly you shouldn't pick up the clipping at all. You should leave them to build the soil.

[@davidr9876]

How you deal with the client depends on the clients personality type. Some clients are looking to have the problem fixed, no muss no fuss. Some are looking for reassurance they are being heard and understood. Some want to vent on you and there will be no consoling them until they get their pound of flesh. How you react sometimes depends on who you're dealing with.

[@Gr3nadgr3gory]

Some want to have a perfect lawn but refuse to listen to the professionals about how to do so. Had one customer that NEVER stopped watering his lawn and did so for HOURS every day. Even in areas that were almost always shaded. Then he wondered why his grass was dying. Blamed it on out mowers.

[@michaelmerck7576]

Some just want it for free

[@mrbob4u495]

The client looked like he needed a little "work" himself.

[@Chuckdiesel86]

I went into customers homes for years and I think your line of "He's working hard!" would've been the perfect response to this customer's complaint. It seems like customers forget that people who do work for them are humans and that comment would remind people that y'all are in fact humans who sweat and bleed. If he wants someone to be prim and proper while they cut his yard then tell him to take a shower and do it himself!

[@Anna_Stetik]

Man, I would work for you in a heartbeat. That you know "don't throw your team under the bus" shows that you are a quality person to work for. I had 1 boss like that, and I respected the hell out of him. I can NOT say that about other bosses I've had.

[@andyt4632]

How offensive was he to talk about one of your guys like that. Don’t think he’ll end there when it comes to complaining, those type of customers find things to moan about.

[@thechef33]

Yea I honestly wouldn’t deal with clients like this. The $40 isn’t worth the headache.

[@maestrooscuro5299]

Yea it’s really not maybe bump the price if he does keep complaining

[@HiddenAgendas]

Good thing he pointed out the mistakes. Because you weren't there so it's good to hear from someone who is actually there.

[@jmielke4341]

“Offensive” is not the word to use. yes, he was extremely rude, but you can tell in his own head he was trying to be nice about it. Some people have terrible communication skills and are stuck in their own world, elderly are the worst in that sense. He was in the wrong and his comments were unnecessary, but that’s life, gotta focus on more important things than getting offended by the words of one single individual out of millions.

[@Phantomboy129]

@@jmielke4341 I would say regardless of intention, offensive words are still offensive words. People should learn that so they can make adjustments to their day to day vocabulary so they aren't making the same mistakes again.

[@gregorymandile2321]

The guy was dirty ,he's a working man doing hard work.this guy is a nut job.It would be a different story if he was a doctor.I would never keep a customer like that

[@dieseldabz7104]

A paying customer..

[@weet-bix1965]

I did this work once apon a time....there was a woman that wanted to py$25(AU) for two men for three hours...as she was arguing with the boss...I put straight round up in the weed sprayer...and took "care" of all the plants in the front and front lawn...we laughed all the way home

[@thechef33]

I agree. Would have said “all my guys work hard and I don’t appreciate you talking down on them. I will not be servicing your property anymore.” Proceed to find a new client whose not a pain in the ass to replace the revenue.

[@phar-syed6864]

That’s what I’m saying these types of people aren’t acceptable with that yard, now if man had a $500 yard he wanted done weekly? Yeah he can be a dick all he wants😂

[@danlux4954]

You get dirty cutting grass.

[@soramame7528]

“Sorry about the confusion. “ goes a long way.

[@theroofer3181]

"The customer isn't always right", words every boss should know.

[@mathewschwab3534]

Wow an owner of a company that actually cares about his employees and doesn't instantly make his employees feel like shit for working hard for him. You sir are awesome! Thank you for being a stand up guy!

[@quarterlimit5838]

“He was dirty” Lol It’s a landscaper/lawn business. Depending on the lineup you’re either gonna see fresh in the day mower guy, or 4 lawns in and dirt/grime guy. That’s called WORKING.

[@KrysDlite]

Lord have mercy I don’t miss working with the public! 🤦🏻‍♀️😂

[@bjenkins803]

Same. I don't work for homeowners any longer. Not worth it at all.

[@lizfrancis5696]

I really appreciate you sticking up for your employees. That goes a long way with your crew.

[@noahplante8592]

I’ve had a customer literally scream at the top of her lungs and call me extremely rude things because she didn’t want her lawn mowed. The weather was going to be bad the next day so we were there a day early. We have a grace period of coming a day early or one day late due to possible weather implications. All I did was pull up to the property. It took all of my will power to not respond back in the way I really wanted to lol. Long story short we fired the customer. Also why does your steering wheel look bent back?😂

[@Skud0rz]

how does a customer react when you tell them "you're fired!"?

[@noahplante8592]

@@Skud0rz they usually act surprised because my business is small and they think they can work their way into super cheap prices as if they think we desperately need their business. So when we tell some people that we are no longer going to offer them services due to them being disrespectful or just trying to tell us what we should charge which is also disrespectful, it is a satisfying feeling to fire a customer who you don’t want to work for anymore. We always keep it professional when firing a customer and usually recommend other landscaping company’s they can go through and most likely pay higher prices haha.

[@w.e.s9711]

How do you fire a customer....?

[@UgandanAirForce]

@@w.e.s9711 im sure you can just blacklist them

[@CB-rv2lj]

@@w.e.s9711 simple, you are no longer able to employ that company for services.

[@dehartfamily3091]

I love how you defused the situation, didn’t denigrate your employees and made the client felt heard. Nicely done.

[@DarkHorse902]

I think what was said about not throwing your guys under the bus showed great integrity. More bosses and foreman should follow that. You need to go to bat for your guys, and if they aren't the kind that you can do that for comfortably, then they shouldn't be employed there.

[@geauxcuts4496]

Wow too dirty? I’d fire this guy immediately, definitely gonna keep calling about dumb things.

[@americanagothic7851]

“.......he was dirty” I couldn’t help but to laugh. He didn’t like the fact your guy didn’t trim so he went extra on it.

[@carlrosa1130]

I work with lots and lots of clients (not lawncare, culinary work). And one thing I have learned that pays off exponentially - if you have a customer that is impossible to please, you make sure he works with your competition. Refer your biggest competitor with joy in your eyes.

[@thereplyguyreviews]

Just the first few moments with this guy and already know that no matter how well you did, he'd find a reason to complain.

[@jcfc8197]

I owned a lawn maintenance company for 28 years. I personally trained my employees as I was trained when I started. I knew my employee did their jobs correctly, because I won’t have it any other way. I was not afraid to fire a difficult customer.

[@MelodicMizeryPs3Vids]

we had a family landscaping company for 30 years and in all honesty the customer WAS always right. my uncle didnt discriminate when he hired people. he hired criminals, and all races. problem was, alot of them were stupid, lazy, and broke alot of things. we would have to put the people in tiers. the more important work we put the smarter people like mowing the big businesses that we had for clients for many years. and then the more stupid people we had to put into grunt work like mulch. and even then they messed that up most of the time. even when we would send someone smart to guide them we still got complaints and then my uncle would have to go and basically kiss ass and make the owners calm down and feel better. and thats how we kept the same contracts from huge places for 15 yrs straight. dud ein the video is mowing residentials. big deal. when your making thousands and clearing over a million a year, you better kiss ass. we had companies who wouldnt take lower bids because they dealt with us so long and built a relationship with my family that they knew they could talk to us and get things fixed when we were wrong.

[@goober2964]

You cannot fire a customer, smh. You simply quit.

[@curtharakaly4620]

@@MelodicMizeryPs3Vids There is a huge difference in what you "uncle" did versus what Mike does, in that the customer is always right. Your uncle hired unqualified shitty workers to try to save HIMSELF money. Mike hires and trains qualified and competent workers that always do the job right and know what they are doing as well as not to damage anything. If you uncle wasn't a shitty business owner he would have had wayyyy less complaints if any at all and would have made even more money. But he wanted to make it seem like he was giving people down on their luck a chance at a job...lol...give me a break. He wanted cheap labor because he knew they would work for less with their records and qualifications. Shitty comparison and even shittier employer in your case.

[@loyalty5207]

@@goober2964 Firing a customer is a legitimate term used in the customer service industry, your privilege is showing.

[@goober2964]

@@loyalty5207 Contractors cannot "fire" their employers, lol. Why? Because the contractor is not paying the client. All the contractor can do is "quit".

[@CabinontheHill]

Really love the way you are so professional with everyone, and your team is everything. Trust is everything love the way you deal with the client. Seems like you are a great person and a great boss. Keep on pushing on.

[@MidwestBenji]

This is the kind of content that starting contractors, like myself, absolutely need to see. You handled that situation with so much grace and strategy, I am a naturally apologetic person and from experience I know as soon as you say “sorry” or as much as “I apologize” they think they’ve got you in the palm of their hand to get whatever they want.

[@lightprogrammer]

The world needs more people like you, keep it up

[@AzoEditing]

This video has been recommended to me constantly for the last month and I finally clicked it. Now i see why, this is no ordinary lawncare video. You dug into every detail of running a business that everyone skips over

[@St.CrimsonTweets]

for the Weed eater, keep some string in your back pocket so when you do run out you can pop it in and keep going without walking back and forth

[@alfonsobernabe4291]

I put pre filled rolls in my back pocket

[@familyownedlawncareservices]

I would keep a bad habit before I keep that client.

[@justingarret4776]

right! next!! Ain't nobody got time for that lol I let them go for less

[@throttlepassion4963]

your a good boss man love that you defend your people/support them before jumping to conclusion

[@kart1241]

A year late, but I’ll give you a like. I’m genuinely impressed by your business sense and the trust it allows you for your employees. I’m not in the field and was actually researching rental property lawn care, and I feel like I truly learned some management insight AND saw a fine example of what an employer should look/act like. I hope you’re thriving, because it seems you should be. Subscribed.

[@HigherStandardsKY]

Love how you never bashed the employee or bragged about being the boss. True leader!

[@toddcogminc225]

"I'm sorry you were unhappy with your last service. The reason may be the way the notes are written. I will change that to avoid any further confusion. Thanks for your patience and business." You don't have to throw your employee under the bus. Your employee should know the difference between edging and string trimming. This client is older and seems to like to talk, probably thinks you mow too fast, but he did say at one point, "I'm sorry." A wise, old man told me years ago that you can always apologize for something, (the tone or way something was said, their unhappiness, something), even if it does not include saying you were wrong, or employee was. No apologies for a dirty, hard working employee, nature of the work.

[@Jay_Jay]

Completely agree. He says a balance, but it appears to me hell would have frozen over before any form of apology was mentioned. “I’m sorry you feel that way” is not throwing your team under a bus. When the guy apologised to you it may well have been an attempt to drag a “balanced” reciprocal outcome. It wasn’t forthcoming obviously. Great video mind.

[@GeorgiaWhisper]

We don't know what the full story is. I think he didn't apologize because he's apologized so many times before. This guy seems like he complains all the time. People like him want attention, need balance and seek some sort of control over others when they don't have self control. He agreed to correct it and he's going to get the other guy's side

[@Jay_Jay]

@@GeorgiaWhisper I believe it was John Wayne who first said it. “Never apologise, it’s a sign of weakness!.” Many people believe strongly in this I know. But IF done correctly an apology can be a sign of both strength, self belief and confidence. In this video there was scope for a correctly executed apology . But it was clear an apology was not going to be forthcoming ;)

[@MandrakeDCR]

No, this is complete crap. Apologizing for something you should not apologize for, just for the sake of apologizing, has gotten us to where we are as a society. Afraid to politely stand firm for fear of offending under any circumstance. He was very well spoken, respectful, kind, and attentive to the customers needs and wishes. That is what all of us deserve. To be respected as individuals in service and person. Simple as that, and this guy did a perfect job of it. Especially considering he was experiencing personal affront on behalf of his staff, he set it aside and did a great job with customer service. A+

[@kellysharp6566]

@@Jay_Jay Exactly. It never hurts to say you are sorry and will make sure to correct the confusion. That's not putting anyone under the bus but does let the customer know you can see that the work was not done and it was not his fault. He didn't write up the directions.

[@wally81000]

I really like how you brought up being solution-oriented; a lot of people love to complain, but then don't come to the table with a solution or don't want to help find a solution.

[@St.CrimsonTweets]

He's concerned about cleanliness? Was he supposed to cook up a steak on the muffler once it was nice and hot?

[@theclimbto1]

I work for Mosquito Squad. We have to wear Cameras. This is ONE of the many reasons why. I went to a property, and it was an ASR (Additional Spray Request) which tends to mean either bad weather ruined the spray, or the worker did an ineffective spray. I read the notes on the property, did the walk around, it was very small and very simple. There was almost no front lawn, and only the back yard had a tree line. I could hit the foundation of the house on 3 sides WHILE doing the perimeter, with only the back yard having enough room to not reach. The notes said the last guy didn't do the Double Pass. The Double Pass is the woodland area, about 20 Feet in, to add an additional barrier of protection. In a lot of places, like packed suburbs where you have no woods because 3 sides are connecting to neighbors fences, there is no Double Pass (it is important to understand the Double Pass is an AREA, not a second spraying of an area). The note also said to call my manager before starting, which I scoffed about but did. I told him the yard was small AND simple, and all the notes said in their word salad could be summed up in "Do your job". Everything they mentioned was basic tenants of what we are supposed to do at every property. There is literally NOTHING special about this place. I also call the customer, as we do. Sent to Voice Message, and I EXPLAIN I understand her woods were not treated last time and I am making a point of treating them. My manager told me it wasn't a difficult property, but a difficult customer. So I set about my job. I start at the right side of the house so I can do the Perimeter and Foundation of everything that isn't in the back right out the gate. I do this because the property is so small, and I want to be efficient. So I started on the right, to the front, to the left which is super fast because this ENTIRE Property is 0.25 Acres and most of that is Back Yard. I can hit everything in a single pass on the sides and front. Then I dive into the back yard, perimeter first. Usually, after the perimeter we would do the 'Double Pass', but I want to spend time there and make a show of it so I save that for last. With the perimeter complete, that means I hit the yard on the way to the Back Foundation. I spend more time here 'laying' spray, much more than required or needed, to make a show. THEN I head into the woods and spend time there. This property COULD take about 5 Minutes with a single fast worker, but we give 17 Minutes for anything at 0.5 Acres or less. Customers don't understand a simple AND small property like this just doesn't take a lot of time to effectively spray. But because of this customer, I spend 25 Minutes on 0.25 Acres. Job well done, probably the best spray this property has ever received... best in how it looked, it was super inefficient because I over sprayed and over stayed by A LOT. Get called into the office 2 days later. ASR review. WTF? I'm a Terminator. I'm a Golden God. What property could this possible be? Yep, it's that same lady. She said I didn't spray the Back Yard AT ALL. Not the Double Pass in the woods, which is a common claim, but she thinks I skipped 0.20 of a 0.25 Acre Property somehow DESPITE the loud noise of the blower being on her property for 25 minutes. To the video we go. It might as well be a Training Video showing people how to crush a property. Zip, I'm around the sides and front and onto the Back. Boom, perimeter done. Back Yard, Back Foundation. Diving into the woods. 25 Minutes on a 0.25, all in an effort to please the customer and make a show of something that should legit be a 5 minute job. I go above and beyond the standards, and it's all on the tape. Manager compliments the job. Does his job, sends the video to the Customer. ASR denied, no free spray for you. Now SOMETIMES the Customer emails back, apologizes, praises the spray and explains they didn't realize how quickly we could do the job, or didn't realize how deep into the woods, or under the porches and hard to reach places, all that good stuff. This lady, just never responds. To any of these. My manager has been dealing with her for YEARS, and this happens 10 times a Season from her. For guys like this, I'd wear a camera. Nothing beats proof.

[@matthewstuart2054]

How many times did you have to tell him that you would update the notes about trimming! Good on you for standing by your team…happy staff = happy customers.

[@MemoriesRR]

Many years ago, in a totally different business, I worked for a company that would constantly through you under to bus thinking they would get more business. They are no longer in business. I am in business for myself now and have the respect and loyalty of these same customers. Go figure. Thank you for your video on this subject.

[@OttoByOgraffey]

*throw

[@The_Planted_Eye_1]

That's a customer that has never done yardwork or has forgotten how dirty it can be. Especially in heat. On the flip side I've seen a couple of companies that could learn from your practices. I've told my mom's service a couple of times that they need to cut her lawn at 3.5 inches since its TTTF (new cultiver that was dormant seeded) and is still in its first year. They nodded their heads did it at that height when I was there and went back to 2 inches (they cut all of there customers at that height) when they came back this week. I told my mom to put them on notice that they need to make the correction or we will find someone else. If I wasn't 900 miles away I would do it myself. Anyway. Good job and great handling of a customer.

[@thechef33]

TTTF can be mowed as short as 1” if properly cared for so 2” isn’t really that short even if it’s in it’s first year… please do your research before telling a professional landscaper how to do his job.

[@andrewsmiley1835]

@@thechef33 still though if he wants his yard 3.5 he should be able to get it cut 3.5

[@thechef33]

@@andrewsmiley1835 i agree, but it’s the attitude of “you need to do this because blah blah blah” that is frustrating to deal with. A) that’s not even true B) professionals know more than the client 9/10 times simply because of they have more experience. Just leave it at “please cut the lawn at 3.5 inches” and if the landscaper can’t follow those simple directions fire him. It’s the know it all attitude from customers that make the professionals intentionally not follow customer directions. I’ve personally dropped several clients just because I’m not taking shit for technically doing a job correctly, even though the client is livid. There are a few exceptions to that obviously, but if a client doesn’t trust me I don’t want to service their property.

[@AlejandroLopez-si3zs]

Mike , you were way to clean mowing that lawn hahaha 🤣

[@Gundumb_guy]

Good for you! Idk why I got this recommendation but I’m glad to see you not just siding with the customer. This stuff drives me crazy irl. People aimlessly complaining about things and then bitching about workers just because they are young. How cringe

[@jackpinnell3204]

I've read a few of the comments and for the life of me I can't figure out why no one is amazed at how savvy (wise) and intuitive you are!?!?!?!? Your approach to business is one thing, but the "life lesson" you just gave ALL of us is beyond anything I've ever seen on KZbin!!!!

[@markbarker6451]

One tactic to make sure they know you understand them so they don't repeat same thing over is repeat it back "what I'm hearing you say is (repeat what he says" then give solution.

[@milkman-1163]

Yesss!!!!! I wish I learned this earlier.

[@54565syu]

Mike I really would love to hear the story on how a 250 steering wheel could get bent

[@AW-yv9sq]

Little short guys trying to get up in a big truck 🤣🤣🤣

[@anelablanchard7720]

You should get some tips from Lawn Care Juggernaut. Doing the edging once for free is a good deal,because the customer sees how nice it looks and 99% of the time will hire you back and be willing to pay for the edging

[@240swapped]

I used Augusta when my mower was down because a friend of mine owns a franchise here in the Memphis area. You guys do a fantastic job, and your customer service is flawless.

[@j0rd0]

I like the way you handled this! Very professional and respectable

[@smartyardhouston]

$40 for 30 minutes of labor and using $50,000 worth of equipment to get there. Plus the drive time to the job, plus the fuel and maintenance on all that equipment..😳

[@tbonedude12]

uhmm... lmao who gives a fuck? $50k of equipment? In what world my guy? Every business uses consumer grade equipment at the upper range that ive seen in these scenarios not pro shit, and you have idiots riding around in $500 trucks doing lawns for way too much money with $300 mowers. Please blame yourself for not using electric cars and equipment, ironic you do it to save time on reups for business but its losing you business because of your carbon footprint. Pretty sure you can always charge an electric vehicle then figure out the electric bill with a solar panel or two. But no of course not, lets use more expensive gas crap like $50k trucks to do basic lawn care. Yea we need that. $80 an hour is a ridiculous amount to be making as a labourer, business in your name or not. Maybe if you didnt want to worry about all of that garbage you would have gone to college. I wish I could make $80 an hour actually contributing to society as a scientist right now.

[@moffettRL2727]

I work for a smaller plumbing company and we have a decent amount of overhead. Trying to get customers to understand our pricing is a headache. What you commented fits the ticket.

[@veysher3756]

I know, that’s amazing. How is it even profitable?

[@ghostphoto1789]

The real money comes from projects like mulching or planting stuff. Then you can charge labor and upcharge materials.

[@veysher3756]

@@ghostphoto1789 Ah that makes sense, thanks.

[@ungratefulbastard8166]

That happens when there isn’t much going in your life , He just has to complain , Even change complain without him knowing , he just wanted to get somebody in trouble . Good points .

[@JYNXZI_SZN]

Kind of sounds like he should apologize for this sounds like it’s on their end

[@stephanhapon]

He even said he was sorry he was not happy …should relay that to the client … not gravel on hands and knees

[@abcnt]

I came to learn the lower paying customers were always the one that gave the biggest headaches or expected more services for "free" while the higher paying ones never bother us when we worked.

[@TomsPropertyCare]

1000% True. We've adopted a zero tolerance policy when dealing with low paying customers, they can find someone more expensive or more unreliable and then come back to us when we're not interested.

[@krcarpentry2610]

As a small business owner (carpentry) I love watching your videos and others it’s a good learning experience

[@jasonhoman3973]

Honestly great way to handle that you don’t know who was at fault so you just kinda move on and if it happens again then look into it more

[@LastChanceHomie]

The old man just needs someone else to talk to other than the dog or cat!

[@mattyt6986]

Or his nagging wife 😂 😂

[@ghostwarhammer007]

😁😁🤭

[@xopunisherxo1481]

Bro the disrespect that customer is saying no matter how you look or dress you should never judge someone on how they look 🙅🤦

[@AlphaWolfun]

Glad to see a manager/boss that show's compassion for his crew regardless of the situation their there to provide the services and wouldn't be if they didn't.

[@mram6311]

I work for a school district and finger pointing is managements favorite tool. My trimmer, blower and mower are more than 10 years old. I like how you think.

[@benbenavente1032]

Looks like Mike needs to fire a customer!!!!

[@WhiteOakNW]

This was great! Clients can be wild. Such a treat sometimes.

[@wharpig]

The guy was dirty, he had grass all over him! It's almost like he was mowing the grass.

[@SArtisto1]

Guy: "He's was Dirty-" Me: "Oh, wow, it's almost like he was cutting lawns all day or something"

[@Eatshhhushi]

“The customer is NOT always right”. You are damned right. There are unreasonable folks who don’t deserve any respect or human decency. They are trash!

[@gamerguy6495]

Respect they don’t deserve. Human decency on the other hand is pushing it a bit too far.

[@jeffreybromley1706]

Excellent video! You’ve been putting out some great training videos lately thank you! I love your approach and technique on the call back, That will stick with me

[@JimCar71]

Sometimes, complaining is all you have in life. Guaranteed he’s like that with everything.

[@flp376]

Bahahaha this made my day! Someone is doing lawn work and you expect them to be clean? Bless his heart.

[@eb8670]

When the boss is also arrogant, customer is always right.

[@charlesbresnahan1250]

Remember this 90% of your clients are great. 10% of your clients will complain 90% of the time. Time to check out.

[@egillskallagrimssonberserk1671]

Facts

[@bermudadude8008]

“He was dirty…” so,…because he was dirty, here’s a voucher for… use your imagination!

[@l.l.8022]

I’m so impressed by this guy, as a boss! I wish my landscape boss had half of the integrity, I would have probably stuck in the industry longer.

[@joemonroe3811]

You are the man for sticking up for your employee I hate it when people do not stick up for the employee and think that the customer is always right a lot of times the customer is wrong Just saying thank you

[@Piercee]

Had a customer once say the same when I'm an arborist. Sawdust all over my pants and a sweaty shirt with dirt on my face. How do you expect people to not get dirty in the summer with outside work. It never makes sense to me 😂

[@migue5955]

15:52😹😹😹 Your too nice, I defend my guys when someone like that guy start rambling nonsense

[@Ryan-jx4vh]

You need a damage waiver the customer signs on the front end. For example: you run over something left in the yard and it damages their property the customer takes full liability.

[@rippinbiggin5886]

I just started my own lawn care business, I’m an active duty marine so I really only have weekends. I have 5 clients. I already had a truck and trailer and I got two riding mowers (tractors not zero turn) two push mowers and two weedeaters all for free (most were broke when I got them except one trimmer and push mower I bought new for personal use. A year ago) I really just need any advice for the stage I’m in I’m making a projected $450 for this month. Keep in mind my business is less than a week old I’m just really thirsty for what you think I should do

[@esnebta]

Here's my advice. Go figure it out. It's not anyone's job to reach out to you and spoon feed you info on how you can make your own business more viable.

[@MissAstorDancer]

@@esnebta WOW! Selfish much?

[@megavore97]

@@esnebta The classic “f**k you, I got mine” mindset. The guy was asking an honest question and is actively serving his country in the military. Show a little courtesy.

[@w.e.s9711]

Why has no one mentioned the layer of audio during 14:40? I'm pretty sure it shouldn't be there...

[@MissAstorDancer]

Elephant in the room?

[@robertgregory4113]

My yard guy is 86 years old, and I know he is a very hard . I always have water and a snack in a cooler waiting for him when he gets done with my yard.

[@TheBoringChannelLawnCare]

awesome content as always brother!

[@treacherousviper]

juggernaut!!

[@effluocausaevolved1529]

Man you’re everywhere - always uplifting people and mending souls; a benchmark where humanity should be.

[@adrielrocco7036]

I guess I am quite off topic but do anybody know a good site to watch new movies online?

[@mike.armstrong92]

40$ cut and dude still slipped in how he wanted a discount because you did filming since fishing for a discount through complaining wasn't paying off 🙄🤣😂

[@josiahhott4395]

I don’t understand how you deal with all those customers! I hate dealing with customers like that! That’s the main thing that gives me stress

[@mtorresg10]

Maintenance is not how to make money. Only landscaping.

[@derbyguyify]

@@mtorresg10 not a way to make profit but definitely a way to cover expenses and support a company’s overhead

[@mtorresg10]

@@derbyguyify not worthy

[@hotwangs4611]

when he first started weed eatin w no glasses....not only a safety hazard, but homie fling grass in his eyes! luckily buddy came in and helped lmao

[@atteroljones6936]

I too caught the absence of eye wear. And the absence of hearing protection.

[@kustorez777]

Hi Mike, sometimes it happens to me that I don't fit in the set time, I plan one thing and it takes longer than planned, but although it happens the other way around, I plan for 3 hours, but I do it in an hour. Cool channel of good luck.👍

[@worshamslawnservice3052]

Tell that guy to go weedeat some nasty properties and see how dirty he is afterwards. Sounds like he just wants to complain about something.

[@ryanmay3022]

I was thinking that. Landscaping... You get dirty. Sheesh!

[@AllAccessConstruction]

Mannn true story.. Never throw them under the bus...

[@evanboswell6268]

Respect that you have the flag embroidered on your uniforms. I will have to do that.

[@A.rothriguez]

Thanks Mike you’re a good man and a great boss. Thanks for walking us through and leading by example.

[@chriswinslow1979]

You handled that with professionalism and I just wanted to tell you nice job!

[@MikeAndes]

Thank u 🙏🏼

[@easttnlawncare6740]

The problem was mom didn't lay the stripes like I did and that's what he wanted