I spoke to customer about this issue as it was happening. Our technicians always post the tag and place the bill prior to starting the application process for the fertilizer. We do it this way so the technicians do not forget to post the tag that is required by state chemist. As...
the technician was posting the tag, another company was also in the neighborhood and called off the number on our truck and notified us that our technician had lost a bag of fertilizer around the corner of the culdesac. Our technician went back to pick up the bag around the corner because we can be fined by the state chemist for leaving the product on the street. I explained this to the customer and told her that our technician was literally just around the corner and would be returning to her property in just a few minutes. She expressed her concern that the perception was he was not going to apply the product. I assured her that he would be right back to apply the product. She had been a customer of ours all season. She said that she did not want him to apply the product because she had already called and asked to be removed from the program. I apologized and told her it was my misunderstanding that she had not been removed from our customer list. She was a lawn mowing and fertilizer customer and I thought she had just wanted to be removed from the lawn mowing service. I once again apologized to her and told her we were sorry for the misunderstanding and we would apply the product at no charge for the inconvenience. She said she did not want us to apply the product and wanted to be sure we understood how she perceived the entire process that day. I once again apologized and we had a meeting with the technician that day and explained to him that he should have finished the application at the customers house and then went back to pick up the lost bag of product. He said he understood but he was just nervous about the lost bag. We told him we understood but you have to think about what customers are seeing and that they are not aware of what else is going on. This customer was behind in their payments to us and received a notice of collections on the exact date this complaint was placed with your company, 12/22/15. She called me late at night when she received the notification and was very belligerent on the phone and once again brought up the issue that she perceived our technician to not be applying product back on 11/24/15. I tried to have a conversation with her about her delinquent balance for mowing services but she got upset and said she was not going to pay. After the conversation with her, we decided to just write off her outstanding balance rather than have our attorney proceed with collections because we are Christians and it was so close to Christmas and we honestly did not want her to have to worry about the balance. It is disheartening to us that after all we offered she would still post this unfounded complaint that was just her perception and not actually fact. I am not sure what more we can do. I apologized numerous times, offered to give her the last service for free and we have written off her delinquent balance for multiple services that she received earlier in the year. We are not just a mom and pop business as she alluded to and we take customer service very seriously and we are sorry that she felt this way. We plan on using this instance as a training tool for next season. Thank you, Diana Mike's Discount Mowing
I spoke to customer about this issue as it was happening. Our technicians always post the tag and place the bill prior to starting the application process for the fertilizer. We do it this way so the technicians do not forget to post the tag that is required by state chemist. As...
the technician was posting the tag, another company was also in the neighborhood and called off the number on our truck and notified us that our technician had lost a bag of fertilizer around the corner of the culdesac. Our technician went back to pick up the bag around the corner because we can be fined by the state chemist for leaving the product on the street. I explained this to the customer and told her that our technician was literally just around the corner and would be returning to her property in just a few minutes. She expressed her concern that the perception was he was not going to apply the product. I assured her that he would be right back to apply the product. She had been a customer of ours all season. She said that she did not want him to apply the product because she had already called and asked to be removed from the program. I apologized and told her it was my misunderstanding that she had not been removed from our customer list. She was a lawn mowing and fertilizer customer and I thought she had just wanted to be removed from the lawn mowing service. I once again apologized to her and told her we were sorry for the misunderstanding and we would apply the product at no charge for the inconvenience. She said she did not want us to apply the product and wanted to be sure we understood how she perceived the entire process that day. I once again apologized and we had a meeting with the technician that day and explained to him that he should have finished the application at the customers house and then went back to pick up the lost bag of product. He said he understood but he was just nervous about the lost bag. We told him we understood but you have to think about what customers are seeing and that they are not aware of what else is going on. This customer was behind in their payments to us and received a notice of collections on the exact date this complaint was placed with your company, 12/22/15. She called me late at night when she received the notification and was very belligerent on the phone and once again brought up the issue that she perceived our technician to not be applying product back on 11/24/15. I tried to have a conversation with her about her delinquent balance for mowing services but she got upset and said she was not going to pay. After the conversation with her, we decided to just write off her outstanding balance rather than have our attorney proceed with collections because we are Christians and it was so close to Christmas and we honestly did not want her to have to worry about the balance. It is disheartening to us that after all we offered she would still post this unfounded complaint that was just her perception and not actually fact. I am not sure what more we can do. I apologized numerous times, offered to give her the last service for free and we have written off her delinquent balance for multiple services that she received earlier in the year. We are not just a mom and pop business as she alluded to and we take customer service very seriously and we are sorry that she felt this way. We plan on using this instance as a training tool for next season. Thank you, Diana Mike's Discount Mowing