Initial Business Response /* (1000, 5, 2016/04/29) */
Contact Name and Title: *** ***, owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
Complainant client signed a contract to have the entire lawn mowed weeklyThe client wanted to adjust the contract to fit their
situationAs a courtesy, we agreed to two changesOne was a temporary practical reason(new seed and straw we put down) and the other reason was for a convenience to the client
We proceded with the changes to the contract that the client requestedAs with most service oriented companies, we provide the service based on the amount of time a specific job/service should takeThis job was estimated to take 15-minutes and was bid accordinglyAs a company, we typically project and added minutes for the first service onlyThis is for adjustments to a new service account because, it is unfamiliar
Upon reviewing our records, concerns from our mowing management team, the team members who provided the serviced myself, I, as the owner of the company, had to make the client aware that some type of adjustment would have to be madeOur records indicate that this minute job was taking 45-minutesThis was not at fault of our team members, management or owners
The issue is that instead of allowing our professional team members to do their job/provide the service and leave; the clients father would consistently stop them in process of providing the serviceOur team members where always courteous and helpfulIn addition, the clients father would call his son while the team members where trying to provide the service and want to talk to the team members via cellular phoneThe client would talk to them on his cell phone because, he could not be on siteThis is because he is an over the road truck driver and needed to talk to them while he was working
Because of these reasons, I contacted the client, via cellular phone, and explained to him the cost of doing businessI first told him we could no longer afford to work for him due to the reasons already describedAs the conversation progressed, I gave him an option of raising the rate, but continuing the service, so that we could afford to continue working for himThe client responded by saying that he should not be accountable for them(team members) taking longerI responded by letting him know that most clients allow us to provide a service without a multitude of interruptions therefore; allowing us to be a profitable company and simply doing our jobsHe responded by telling me I may be lonely one day, like his father, and just want someone to talk toHe then told me his father just had questions and wanted to gain knowledge about the services we provideI offered a consultation with his father to answer any questions he may haveThe consultation was denied by the client
To sum this up in a simple way, the ratio simply doesn't make business senseTime is money and we are not in the business of losing money and with this mowing job we are consistently losing money
p.sI told the client that we would help with any other landscape projects he needed in the futureI didn't want a tarnished relationship with the clientMore importantly, we want to stay in business and keep our team members and their family's housed and fed
Initial Business Response /* (1000, 5, 2016/04/29) */
Contact Name and Title: *** ***, owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
Complainant client signed a contract to have the entire lawn mowed weeklyThe client wanted to adjust the contract to fit their
situationAs a courtesy, we agreed to two changesOne was a temporary practical reason(new seed and straw we put down) and the other reason was for a convenience to the client
We proceded with the changes to the contract that the client requestedAs with most service oriented companies, we provide the service based on the amount of time a specific job/service should takeThis job was estimated to take 15-minutes and was bid accordinglyAs a company, we typically project and added minutes for the first service onlyThis is for adjustments to a new service account because, it is unfamiliar
Upon reviewing our records, concerns from our mowing management team, the team members who provided the serviced myself, I, as the owner of the company, had to make the client aware that some type of adjustment would have to be madeOur records indicate that this minute job was taking 45-minutesThis was not at fault of our team members, management or owners
The issue is that instead of allowing our professional team members to do their job/provide the service and leave; the clients father would consistently stop them in process of providing the serviceOur team members where always courteous and helpfulIn addition, the clients father would call his son while the team members where trying to provide the service and want to talk to the team members via cellular phoneThe client would talk to them on his cell phone because, he could not be on siteThis is because he is an over the road truck driver and needed to talk to them while he was working
Because of these reasons, I contacted the client, via cellular phone, and explained to him the cost of doing businessI first told him we could no longer afford to work for him due to the reasons already describedAs the conversation progressed, I gave him an option of raising the rate, but continuing the service, so that we could afford to continue working for himThe client responded by saying that he should not be accountable for them(team members) taking longerI responded by letting him know that most clients allow us to provide a service without a multitude of interruptions therefore; allowing us to be a profitable company and simply doing our jobsHe responded by telling me I may be lonely one day, like his father, and just want someone to talk toHe then told me his father just had questions and wanted to gain knowledge about the services we provideI offered a consultation with his father to answer any questions he may haveThe consultation was denied by the client
To sum this up in a simple way, the ratio simply doesn't make business senseTime is money and we are not in the business of losing money and with this mowing job we are consistently losing money
p.sI told the client that we would help with any other landscape projects he needed in the futureI didn't want a tarnished relationship with the clientMore importantly, we want to stay in business and keep our team members and their family's housed and fed