Another Customer Gone. Do I Ask Too Much? 

The fact he didn't apologise for messing you about, says it all. Onwards and upwards .

Rob you talk about loyalty and in the same breath you talk about getting rid of others later because you have a commercial contract coming off,

I’m normally calm watching your videos but I’ve had a couple of similar scenarios during the last week. It’s making my blood boil listening. The client is a total bastard!! You done right !!

Hi Rob, I never like and subscribe to videos but I had to after watching yours. I'm a 57 year old bloke and been gardening professionally for just over 17 years. Listening to your morals, values and experiences is just like listening to myself, and its nice to find a like minded person. The only difference that stands out for me is that " I do strim before cutting". All the best

Had a similar thing happen to me - quoted a new customer to do regular mow blow and go on a fortnightly and because it was regular I didn’t charge higher for the initial cut from what was a bit of a jungle. Did the first cut and then just before 2nd visit I get a messsge to say her son was now going to do it!! Lesson learnt and I’ll be charging double for initial tidy in future !

I think loyalty is a rare thing these day Rob unfortunately. Glad you had a nice break. Harrogate is lovely.

Happy birthday Rob, glad you had a nice weekend, love your videos 👍 don't care about watching you mow a lawn or cut a hedge! Don't need to see that I do enough of it! But your advice and words of wisdom and experience is always good to hear. You mentioned in last video about cutting down customers, well, I need to do that too, I've realised I've been working too much but you panic a bit about not having enough work and so you take on too much but at the end of the day I've realised somethings got to give and I don't want it to be my health either physical or mental. Or my personal life, time with my family, friends and even the dog!! 🐕😄 So I need to cut down the customers but who to get rid of?? I've only been in business as a gardener for just over a year but I've got much better at getting rid of customers I don't like! Easy! 😄👍 But how to get rid of customers you do like and actually pay on time and treat you well, that's a hard one. Looking forward to your next video. All the best, Cath 😊

Good on you rob!! I’ve had customers do the same sort of thing and you getting rid of them is better for you in the long run 👍 keep your chin up and don’t let them grind you down 😉

Your right about the shortage of quality gardeners rob when you look at most of there pictures there a mess, your work is top quality and happy birthday.

I'd have been pleased a big old horrible hedge removal job was off my list😅they can be tough jobs especially if you haven't priced it high enough.😬

It's basic manners. You didn't over-react. It's politeness, or lack of it. It's purely down to how busy you are, if you're only just filling the diary and every job is precious you'll toleratea certain level of b/s but when you're too busy you can afford to let them go, it's a great feeling I love it 😂

Happy belated Rob! I think many gardeners have had the same problem at some time. I had a regular customer. Designed their borders and planted up and did the maintenance. Returned in March to find everything had been done. Customer calmly said “my husband employed another gardener he used to know, but we still want you as an advisor”. I said goodbye. Felt angry for weeks, but if they are like that, then best gone. Found better, loyal customers since. Move on from them Rob. Like you say, your phone is always ringing. There are always better customers out there mate.

Rob your gonna have no customers left by this rate 😂😂 i was mowing a lawn for a lady for 2 years i land one day to property and she has bark and new beds all round her lawn i said whats going on here, she said she got guys in, i said well get them back to mow lawns i wont be cutting it again... you do right loyalty is everything in this game happy bday by the way your a Leo like my self rob my bday tomorow 43 years young and laying here with dose a flu have a gooden 👍

Dead right rob, a loyal follower from Dublin, same happened me a couple of months back, set aside 4 or 5 hours to sort this customer out arrived on site to find the work had been done without her telling me, I was right pissed off and wouldn’t work for her again if she doubled the money, side note picked up her next door neighbour for a mow blow and go so every cloud, 😅

Fully get it mate loyalty is everything.

Rob, we put a quote in to remove a medium sized tree, we got the job and booked it in. Went by on my round to see the tree had gone. Asked her why she hadn't let me know she laughed and said just got it done quicker. Forgot to let me know. ffs Garry Solihull

Good for you.I’m with you all the way on that one.Thanks for the great vlog.

Hi Rob, lousy way to be treated. If the customer told you they couldn't wait and needed it done swiftly there would be no issue. You get taken for granted. Not anymore though 😂

Happy Birthday Rob. Glad you had a pleasant break. Harrogate is a nice place . Yes it's the principle sometimes. Wouldn't have taken much for them to cancel the job. Shows respect. A couple of years ago one of my earliest clients fired me on on the spot when I told him I was increasing my prices at the end of the season. I often think how much of a favour he did me - I now charge 50% more and turn away work, while he was always my lowest paying client. I'd have kept him on out of misplaced loyalty. A useful lesson learnt on my part.

Well done for dumping him. If he can't even bother to tell you he has cancelled you doing the hedge removal then he doesn't deserve your service.

When you told this story my guts went over, I've had similar done to me before. It's bloody under handed, you tell them you will do it when you can. They seem ok with that, so you think about when you will do it and plan how you will do it. And then you discover they've got somebody else rather than wait for you and don't even tell you. I turned up at a regular customer once to cut a big hedge alongside their long drive, and as I drive in, i see its been done. I was gutted, not because it had been done ,but because they just waited for me to find out. Rather than wait a couple of weeks for me they'd rather pay someone else. Now this wasn't the first time they had done something similar, twice before infact. I knocked on the door and mentioned it, they were like oh well you can still do the other regular maintenance. I just said,ok right ! I got in my van sent a text to them ,it said , I would rather work for my loyal customers than come here anymore. So you find someone else to do the regular garden maintenance as well. See ya! And I drove off . Yes I was a bit stroppy. 3 weeks later they text me asking if I could do a bit now and again or if knew anyone else. I may of if they had of apologised. Unbelievable. Completely understand Rob. Good for you.

Another one for you ( your not alone ) i work the Leeds area , i cut two lawns for this old dear and every visit is the work and a chat with her on her doorstep , one day i receive a text from her son saying his mother cant pay me cash anymore and we need to come to another way of paying . Now this son hardly ever answers texts or phone calls so im thinking ill be chasing the payment forever and a day . I give him a chance by sending my details of the account into to which pay the fee and saying his mother still owes me a fiver from last season . My gut feeling was right and he never even looked at my message never mind reply , during the next few weeks i kept driving by the old dears house seeing the grass and hedges getting worse and worse , still no reply . Low and behold i drove past the other day and saw that they've been attacked , shocking workmanship . I just smiled and drove on . Best rid .

Good on ya Rob, glad you had a nice birthday. Had a similar thing happen a few years ago. Had a hedgecutting job booked in (good day or more). Booked in for about a months time. It got to 1 week before the job and got a text saying “We’ve been fortunate enough to find someone to do the work sooner”, a week sooner than we could! Haven’t worked for them since. Just gotta take some deep breaths and move forward👍

That's a low blow. Had a similar one earlier this year. If it's any consolation, laurel hedges are an absolute ball-ache to get out!

You know in your heart it’s right to get rid of the chaff

Totally agree Rob. I've just dropped a customer. My now ex customer did a fellow gardener (who I know) a favour by doing some electrical work for him as they are friends. In return as a 'favour' this gardener cleared the garden of everything that I had planned to do. He knew I was the gardener and I'd actually spoken to him the week before at a funeral. He was very sarcastic and said I needed to learn how to clear brambles. I told him I knew how to clear brambles, I do it all the time and wondered what he meant. Obviously the following week, I discovered what he meant. Grrrr!! I confronted the customer and he said 'Oh, he was just returning a favour'. So I told him that he could continue doing him that favour and left. They make my blood boil and to tread on another gardeners toes makes me even more livid.

I agree rob, some customer value your work so much more than other and wait during your breaks ive got some lovely customers who value me and my lads work massively and other who dont think where up to the job as we are 20 and 17 years old (been doing this since about 12 mind you). It's just a feeling of betrayal when a customer does that. It feel like there biting the hand that been feeding there garden! Anyway another great video rob!

Always love the content Chap,loyalty takes years to build but seconds to buy.

Fair play chap, integrity works both ways! Glad you had a great birthday!

Rob well plade!!! You don't need that sort of treatment. Could learn from you. ☺

One customer just recently did this to myself . He was away for the whole of May so i couldnt access his lawns . He text me to say he was ready and i booked him in . Well with the rain delays he got somebody else in who could do it a whole day earlier ! He text to let me know he no longer requires my services , i replied " no problem " it took a lot of will power not to tell to f##k off i tell ya 🤣🤣🤣

Don't loose sleep over customers mate, no loyalty in 99%, must be a North East thing mate as iam the same, the laid back attitude but your the same as me loads of other customers out there love ya videos and happy birthday. Highly recommend Harrogate used to go each year with my parents for the flower show big coach load of garden and allotment holders from Sunderland, wow showing my age iam 53 now time goes so fast

I’ve said it once before. Us trades need to have a way of reviewing customers like google. It is getting harder and harder to please them, they lie constantly and will do anything to get out of paying if they can. And they always threaten to “rubbish us all over socials” after 31 years I’m nearly ready to say stuff them all. It’s getting impossible nowadays

Loyalty is #1 in my book. I would have done the same.

Hi Rob, totally agree with you👍 if a customer doesn't show loyalty walk away. You will always get more work. Happy Birthday 😊

It's so hard to keep motivated with this weather isn't it.

Good for you Rob, some people are just ignorant. I had much the same thing with a large hedge trim, I still maintain the garden, but I'm now wary of the owners . I'm glad you enjoyed Harrogate. I hope you didn't go into the Kings Club if it's there anymore!

You did right rob, loyalty had to go both ways

You are right, one less to get rid of at the end of the season. There is a shortage of gardeners, you are right. I was away 4nights last weekend, and came home to 7 messages with new potentials on the website!! Oh for more help and less rain. Take care

100% agree. No loyalty / respect = no longer working for them. It's that simple. I don't ask the world. Just simple manners. That's all. Glad you had a great birthday. I stopped having birthdays when I realised I was getting older with each one. 🙄

Just subscribed to your channel Rob, as I think your great and honest - thanks 😊

Happy Birthday Rob and well done ditching that bloke, an arrogant arse like him is always going to end up screwing you over one way or the other. Sounds like you have a decent customer database and you certainly dont need people like that!

Hi Rob, I follow your last comment about the grass being hard to cut this autumn, always felt chasing my tail and always too long wet and mower struggling, can't remember an easy cut... O well getting a rest now 😂

You were definitely right to give that guy the boot Rob. He’ll probably get taken for loads in the long run. Hopefully a nice job will show up around the corner from your house, or near to the Tip.

Fair play to you Rob..you'll find a replacement easily..Happy belated Birthday mate..regards Paul

Hi Rob, have you had experience with customers that don't clear their gardens of dog mess prior to a cut, if so how do you deal with it? Maybe an upcoming video topic.

I’m with ya Rob, had the same done to me so they are now gone. Loyalty is everything to me too mate.

Fair play. I’m exactly like that. It’s not about the money.

People don't care anymore....they need to value gardeners... I think that you are teaching them a lesson..

Dead right Rob .hope he gets mucked about like he's done to you .Happy birthday pal

It leaves a sower taste in the mouth, at least you found out in good time what that customer is. Onwards and upwards ! And a happy belated birthday Rob. 👍.

Customers that treat you like a doll that needs to be waiting on the shelf for them should expect you to show them the same respect and usually they are the first ones to cry when you replace them

Great video. That customer is hopefully not typical although one shabby person does put you on your guard. Belated happy birthday, I hope the boss enjoyed her holiday in Harrogate as well.

Right decision.if he rang you and said look Rob got chance of getting done now,fair enough.get shut.more mow blow and go is best Rob,plus your commercials.keep plodding on Rob,from Dave,Wet wigan

Many happy returns of the day Rob hope you had a nice one.that is terrible what has happened to you,people don't give a toss anymore all loyalty gone out of the window.

Good on yeah rob 💪🏻 Iv no time for customers like that .shows he’s lack of respect to you .

💯 Rob cut the string and move on 💪

I had the same thing happen to me during the covid lockdown. I was told not to turn up despite not needing access via property. They didnt know i worked on the property opposite and constantly saw people coming and going for work to large hedges and trees etc. Never went back and always worked my socks off. Your client has lost a lot more than that saving they quickly made on the hedge removal in the form of a quality, reliable gardener in yourself.

You're right, i won't stand people that mess me about simply because i don't need to, plenty of work out there.

Your words your bond in business.

Great to hear you and your wife had a great time away celebrating your birthday🎂 Another Day older😊 Yes Rob totally agree regarding the loyalty. 1 strike and you are out. Always go with your gut instinct. I sent a message this afternoon Rob to a regular client due to the requirements of her wanting her visit between a specific time in the afternoon, unfortunately I do not run my business around your grass cut😂 and can no longer continue your garden. The green gold is definitely growing like mad at present in Kent unlike the drought of last year. Have a good week ahead Rob😎

Happy belated birthday

Sounds right to me

Belated Happy Birthday Rob.

I’m in a different trade, but you’re spot on with what you say….there’s not a lot of real loyalty these days when it comes to business, which is a shame and not a nice feeling when it happens to you!

well done Rob ,now your running a business you have moved on to the real workings of a business! Customers some are loyal yes many are not, find the ones as you have done that give you respect ,no repect no business..mate you know my theory the grass is always greener on the other side and you have to always keep moving on to that green paddock ..always ..cutomer loyalty is cute but mate the hard realities is its your business and you have to move forward to chase the best of the best clients and then after that keep chasing better one whilst lifting your profit as you move ahead ...just my little bit from a small time gardener and utuber lol

Stand your ground Rob, fair play

There's cutting grass and then there's CUTTING GRASS,, keeper tight fella 👌

Fair play to you rob I would do exactly the same.😊

Right decision.. happy birthday 🎈.

Your bang on their Rob ,get rid in a blink of an eye .Talking of which how did you get on with the care home you wasnt sure about a few videos back ? Your spider senses were tingling 😅

Don't worry about it mate,your a fair guy and if people treat you like that,then there not worth it. Happy belated birthday.

Spot on

There is no loyalty any more, on either side I feel. I'm mainly talking about builders, plumbers etc here, from a customer's point of view, they are far from loyal, they mess you about, drop you if a job with a bigger budget comes along for example. Most humans ain't worth a light nowadays, that's my conclusion.

Fair play I say. He should’ve said, “ I really want it out sooner” I’d move on, as it’s exactly the same here, no shortage of great customers, started three new this week here. Nothing lasts forever, but loyalty should be reciprocated.

You might find your customers are watching you videos Think ing...am I next !!!

I only provide my services to customers after agreeing to a price for my services, if they want it done at a moment’s notice i charge extra for that..its called an express service..thx

Spot on Rob

Another tradesperson on RU-vid has a saying he sticks by, ‘ love your customers but never trust them’,

Tempting to not even bother letting him know you won't be back since he didn't think you deserved a heads up of the change of plans.

glad you have good birthday rob, and again you have done it right "scrap the crap" i have been shaking up some of my clients i have taken on a lot this year looking at the staff thing we have spoke about in past i have one sport club i have looked after for years now getting some new equipment so they have volunteers saying they can do it. i say volunteers worth every penny they are paid i have said if i go and once the new kit is broken etc dont call me call a garage or get the volunteers to sort it they will dump us as quick so all the best mate

Hi Rob i think your right the guy could of called you and said he needed it done sooner. And then wanted you to move your day while some other guys work on your day/slot, I'd be pissed off too. Happy belated birthday 👍

I would have done exactly the same.

I've had few do t to me when I've been off sick especially in the cutting season, which is fair enough and they've had the decenty to tell me , I did have a bug bare last week , one of my long standing customers are having a garden company coming in to do some high stuff I don't do anymore, but there are few jobs I could do in the autumn but no they will do it , oh well customer choice

Let down mate! Glad you enjoyed Harrogate!

Hi Rob, that hedge should not have been taken out at this time of year because of nesting season…it’s OK to trim a hedge but not cut or remove …on moral and legal grounds this was surely wrong by this ex customer as you had it pencilled in as a winter job… good riddance to him and all the best to you

👍🏼👍🏼👍🏼

Happy birthday

Odd customers are loyal but they are few and far between! But what happens is they get a better job done as you care more about it and you price cheaper if anything too! People just don’t appreciate hard work and job we do!

Happy birthday 🎉

Personally the not letting you know is what stings rather than losing the work even if booked as its early enough. Id maybe suggest no more regular maintenence as oppossed to never there, might actually get the odd touch of work with apologies, either way, no skin of your nose, long as you keep yourself right

If there loaded then there have no value for nobody so have no value for them simple well done

Get seriously ill when you do garden work,no loyalty from customers then.

One of the things I have learnt is nobody is loyal and nobody cares.

Happy belated birthday, just happened to me, oh well another one off the Christmas card list😅 SSHH 6:52 am 6:52

Man that sucks… gardening is far harder graft then ppl realise, especially if your a gardener that gives a shit… I had a customer that I let go, a few weeks back begging me to come round, offered to pay more, complaining that their a regular customer…. This family would maybe call me once every 5/6 weeks and want only 2-3 hours… there’s lots of topiary, there’s lots of hedging, bit of grass.. a lot of work and they just weren’t willing to have a regular maintenance visit so every time would be a clearance on maintenance price. F that… I exchanged it for a lovely old lady and her cottage grounds, regimented, pays on time, sweet and loves the garden. 👌 Ps.. clients that leave their dogs shit in the lawn need scrapping too. 😂

Just wondering what your opinion in on following situation. I have a regual client (2hrs every 2 weeks) who has now canceled the day before the visit twice. On this occasion they have landscapers in and i have been told access would be tricky but lots to do in front garden and other areas. Obviously cant fill the time the day before visit so is lost money and very annoying

I’ve recently started taking the same approach with customers. I used to bend over backwards for them, but recently my biggest customer, a millionaire with an acre of garden that I did a 30 mile round trip once a week for. £200 a time, I kept his garden pristine, then all of a sudden he just kept missing payments, I did 3 cuts without payment and then I politely said to him I can’t come again until I get paid for the work I’ve done. He threw a wobbler saying how dare I make out he’s untrustworthy! He let me go and said there’s plenty of other people to do it. Now 4 weeks later he’s begging for me back, but out of principle I just can’t bring myself to go back. I think I’m being petty but I think I’ve been too nice to customers for too long.

Customers don't seem to realise how difficult it is to try and stay on top of all the work. The weather and fatigue is a big issue. When they say a job is yours and they then pass it on to someone else it is very annoying. Try and rise above it but still call them any nouns which best describes them. We all learn, but i agree your policy is the best, as they would only $H@ t on you again..

It’s called respect and it’s totally disrespectful of him treating you the way he did and if he’s done it once he’ll do it again.