I don't understand Rob you're not entitled to 17 cuts a year it's not a contract. The customer wants freedom to have you there as they please, although it inconveniences you, you must work around them not the other way around, no?
Make it the customers responsibility to ensure ACCESS is available for you, at the time and date agreed. No matter what they are doing. They could be away 52 weeks a year. You are not there to baby sit them, you're there to cut the grass! Make it their problem to solve, not yours. Just found this channel, great channel, fantastic content. Very honest.
Regarding Clients Rob, there is NO LOYALTY WITH THEM. I had a Client for 7 years and on one occasion I was left with the impression that they were going to dispense with my services. I was right they did. Be professional, be reliable, but don't ever expect any LOYALTY FROM THEM. These experiences mould and shape us in our line of business. Regards Jim from J.S.G.S N.IRELAND.
I always stuck with smaller customers. If you lose one you don’t really notice & a replacement is easy to find. If you have larger accounts & you loose one, it’s a higher percentage of your client base, & more difficult to replace.
Spot on mate bin any customers off who mess you around like that and as you said the phone rings all day so why worry? As long as your precessional polite and honest nobody can argue that.
No customer loyalty in this day and age. Stick to your outstanding values. Drop any bad customers there’s always new customers to replace them. I believe if you offer good customer service you will never be short if work. I’m not in the garden business but am seriously thinking about it. Find all your advice really helpful. Looking forward to any help you can give on pricing work. Thanks
No you are correct ,the customer is a prick ,if I was your customer I would accommodate your schedule and understand the situation ,you ought to have set the mower on highest and just took the top off ,or after 2hrs leave the job .cheers rob you sound like a really conscientious guy your customers should think themselves very lucky.
I started out as a "Gardener" Then moved onto Landscaping on large and small scale eventually specialised in Japanese type and ponds and waterfalls. I made a few mistakes regards to being too kind to clients .Now I'm fair but firm . Being invited to BBQs when the client shows off the end results comes in useful for chatting with future clients and leaving flyers too .Learned a few valuable lessons .Stay safe ! Enjoy your videos. ;)
Only just found your channel, your daughter is correct, you are a business, tbh you should make the holidays/missing cuts clear when taking on a customer, same as making sure lawn is clear of dog mess, £50 for a 2hr lawn cut is far too cheap, you should be double that, anyway one out and 2 in place at twice the money, Hendons are brilliant, wouldn't be without mine.
Agreed Buddy. I saw a lass on Facebook wife is friends with her. She was asking if anyone knew any professional Decorators. I sent her a text saying I ain't a professional but I would do it. She said she should get the keys for the 2 bedroom flat end of the week and it wouldn't have any furniture in it for 2 weeks. I thought great no fighting wardrobes and beds as my back ain't too clever. Anyway Friday came she sent me a text. I can't get the keys till middle of next week. I have booked the removals for such a date and she was on about getting the carpets cleaned. So I just said well my back ain't so good so you're probably better off getting someone else to do it. Why break ya back for people. They wouldn't do it for you.
Hi Rob, only time to miss a cut is if there is a drought when the grass isn't growing or if it's too waterlogged. If a customer doesn't provide you a key to the gate for access don't take them on, be clear with them set out your ground rules if they don't accept them or keep breaking them drop them. Your right the phone doesn't stop ringing this time of the year, plenty of opportunity to replace them with someone more suitable. You need to cut travel time down to make more money, at the moment 95% of my regular maintenance customers are 1 - 10 minutes away. With regards to the ladders, I have a Hendon 6ft tripod ladder with extendable legs which adds even more height (reach) and is great on uneven surfaces, never fallen off them no more looking like a trapeze artist on the old ones. I bought some rubber covers for the feet so it doesn't scratch patios. Congratulations on buying the stihl combi, if you haven't already buy a extension for it, helps over reaching for the wide hedges. Good luck
Cheers Chris , great advice. Ladders are on order, I will add the rubber feet. We need to be firm with customers, sometimes I feel that they think we are frightened to lose them, wrong. Going to try and keep moving forward. All the best. 👍🏻
You are true, in French language we would say "don't let anybody walk on your feet", after all this time looking after her garden, this lady saying to you, I'll take on someone else is not fair and not nice
New subscriber, I feel like printing a polite by informing terms and conditions to hand over to new customers. Covering access, dog fouling, garden furniture, kids toys, payment, having Greenthumb when I am mowing fortnightly! I am sure there is more. Great video 😁
Rob, get in your T&C's something like "If access to the site is prevented on the date of a scheduled visit or if less than 10 days’ notice is given Maxwells Grass Cutting Services reserves the right to charge for the visit in full".
You risk the client just binning you off if you start charging regardless if the work as been carried out or not. No one is going to leave their garden unlocked if they are away on holiday.
Yes it holds risk, alternatively you risk loss of income due to no acccess and the cost of administrating your calendar, during the busy season to reflect your clients diaries. The middle ground is dialogue, finding what works for you & your clients and ultimately sufficient flexibility in your work to adapt. In Rob's example, having the discussion about a postponed visit generating additional workload and who should burden that cost, was right to do. Possible other solutions; key safe, key holder, coded access. @Lee Noble what would you recommend for Rob's situation?
@@jonnevill07 If a client goes on holiday and can't have their lawn cut that week because there won't be access, can you not do another gardening job for someone else? Do you not take on jobs on spec? E.g someone calls up wanting a one off job doing etc.
@@jonnevill07 problem is terms and conditions means nothing to a customer being awkward. They just sack you and won’t pay anyway . The only way to get round it is to tell them from the start that you need to cut every 2 weeks holidays or not .
Hi first we use Henchman tri-pod ladders they are great 👍 as for customers that cancels for holiday we tell the customer they will be charged extra if it take longer to cut the grass on there return if they don’t like it we say good bye nicely. There are plenty of customers out there
We used to just put up with no access due to holidays and work harder next visit but now insist on full access. When taking on new clients we explain that if it's their fault we have no access then a fee is charged. They soon open up. Funny that. 👍
Great video, that customer has plenty of funds for several holidays a year and yet is shabby with their treatment of a reliable and effective service provider. You’re right to expect better and showed great quality by becoming emotionally attached to the garden itself… you cared for it on their behalf. I learned a lot from your experience, you’re better off without their custom.
This is something i have never quite got to grips with. But next season i will be putting in the same rule. Did you get your tripod ladders? Mine have been a game changer. Couldn’t be without!
That's shocking. I'm annoyed at the client myself lol. I just say we don't do monthly cuts. I insist on keys to any locked dates otherwise we don't take it on.
I so enjoy listening to these rants and knowing that somebody else shares these same frustrations. I started my business with tractors then zero turn mowers, I am very rural so there are plenty big places round here. I am now moving more and more towards smaller gardens. You will find that £5k is just the thin end of the wedge for ride-ons. You need a vehicle that can legally tow a trailer, insurance for the trailer etc etc repair and maintenance of the mower and the trailer. Someplace to store the mower, a way to lift it to change and sharpen blades....fuel cans, time to fill the fuel cans. Can you reverse a trailer - can you even park nearby customer with a trailer, and have room to reverse the mower out? I have several 19" a 22" a 30" a 36" and a 48" mower. The real problem is it does not matter which one or two of these you take with you, you always have the wrong one for the next garden. You start planning routes around lawn mowers not efficient use of your time. These larger ride-on cuts tend to be further apart and further away so you spend more time travelling and unloading and less time earning. Route density and efficiency is absolutely key. I sat just last night and worked out that if I fired my two furthest away customers I will free up half a day a week. That is a day a fortnight - basically every other Thursday would be free. That becomes time for 6 perhaps even 8 fortnightly lawns per month. That is customers who are nearer, have less travelling, and are much cheaper to cut, they will also want hedges trimmed and other winter work.....and more neighbours who see your great work! Think about six extra fortnightly cuts at an average £40 each. Thats £480 a month for 7 perhaps 8 months then hedges and winter work. Compare that to spending AT LEAST five thousand for kit. I wont go into realistic numbers for zero turns here but rest assured they are much higher than people realise. I would suggest that your thoughts about getting a ride on will result in a higher turnover but not necessarily more profit.
An amazing comment, thank you for spending the time to share that. Your so right, that’s why I gave moved away from that idea. Trying to build a customer base closer to home and also build my weed and feed/ lawn care business. Thanks again. All the best. Rob.
Great video truthfully told content when customers penny pinching ,everything stops growing when they go on holiday🤯,it’s like a kick in teeth after 3 years grafting.lesson learned 👍new subscriber
We once bought a ride-on for our retirement home contract. Usually a 3 man job and half day minimum time wise. Used it for one season then got binned out because the residents found the machinery intimidating. There's a resentment from some clients that the job takes less time than before. Illogical of course, but I'd advise against that big investment.
Some people just can't stand it seeing workers do things the easy sensible and most efficient ways. ITS PRETTY NASTY THINKING REALLY. I really hate anyone struggling with any task and always happy to help give advise on easy and efficient way of doing it.less manual labour is always good and machinery is there for a very good reason,to make things easier & quicker.Still achieving the same and some times alot better results. Less back breaking work is always going to be the best choice.no matter how nasty the customers way of thinking is.wanting you to do things the hardest most back breaking way as is possible. SEEMS PRETTY EVIL TO ME . LOL
Hi Rob. Regarding Holidays. A difficult one but I'd take it on the chin. Just deal with the grass length when they come back and think of the bigger picture. Because of your decisions you've now lost a regular good paying customer forever. Well actually. I firmly believe you don't "lose" customers. You just replace them for better ones. But non the less. Think of the financial implications of losing such a customer. "Getting to emotionally attached to your customer" Again, a difficult one. I'm old school and treat my customers like I'd want to be treated. Dunno if that's "emotionally attached" or not. That said. I'm very mindful that I'm a luxury not a necessity and now more than ever people are looking for the best price / deal on anything. So your emotionally attached customer might very quick dispose of you if someone else can offer the same "luxury" for a tenner cheaper. Going from a 21" mower to a ride on. I've thought about doing the same a lot. But. There is a LOT to think about. You'll need a good machine, you'll need a good trailer, you'll need a tow bar, you'll need very secure storage when your not using it. You van insurance may go up if your pling a trailer, you'll have extra wear and tear costs on your vehicle, you'll have another machine to service and maintain and finially you'd need enough customers with big enough gardens and wide enough access to use it and make it pay for itself. Too many headaches for me. I'm earning enough as I am without all that. Finially a new Stihl mower. I'd got for the 22" personally. Less time cutting means you can move on to the next job quicker. How come you decided against the Weibang? Oh. I nearly forgot. Ladders. I use those multi point, multi position fold up ladders. Brilliant! And very easy to store.
That’s some response, thanks. I disagree with you regarding holidays, what happens if every customer went on holiday three times per year. That’s some loss. I respect the customer , they must respect me. For the record their space has been filled. Agree with you regarding the ride on. The weighbang is just too heavy. Have a great weekend. Rob.
I was quite lucky with my customers when I had my business, They always use to give me a key to their side gates etc. If I couldn't get in for whatever reason like if they were on holiday, The session when they are back, I always use to ask for extra time (means more money) :-)
This is an interesting video no right or wrong answer but I did see a video where you talk about going on hoilday yourself. Maybe the lesson is to be upfront with your customers from the start of the season and say this is how many cuts it will be and if you miss a week the following cut will be more expensive. I've recently turned a job down because it was 40 minutes of travelling for 2 hours work (and maybe extra) I was told by the customer it was half a day to a days work a week. I just said I'm really sorry but your not in my area and its not worth me traveling that far for 2 hours work. That was a difficult decision as I'm trying to build the business up but 2 days later I had a call from someone 5 minutes away who wanted work doing. Great videos gives a newbie like me something to think about 👍👍
Thanks for watching and your comment. The client had plans to go on many holidays and wanted me to reschedule around them. Sometimes things just don’t fit. All the best.
I've always believed Rob,that when one door closes another one opens..Always always have...Spot on about customers choosing YOUR dates+times to mow THEIR lawns,,,countless times I've said this to customer's,,and most of them have come to my way of working,,but others have found other gardeners,, It's just business, great video 💯👍💯👍👍💯
Although I'm a wfp window cleaner the customer relationships run the same. I tell the customers from the outset what's expected and ask them to leave a key or get a relative to open the gate. It's not too bad for us as we provide a year round service but I've often found the customer who you thought was decent and straight turns into the opposite, (moreover when its price increase time) and you can't help but feel saddened and disappointed after working on their properties for years. But our businesses are built on shifting sands and there is always a "churn" of customers and after 30 years of doing this gig I've come to realise when this happens to you the key is to find a good customer and morr importantly a better price. Great channel and subbed 👍
The problem is some people think they are the centre of the universe. I have had people who tell you the exact times you can come and go . Often retired people who say I always do this on a Monday then I’m only in until 10 am Tuesday then Wednesday home at 4:30 ect ect . I ask if they tell the Dr or dentist or vets ect exact times and days to fit their retirement routine that they must fit in with. Definitely lay down the grounds you go by yourself as a working person and otherwise walk away.
Hi Rob, Alan from Yorkshire here. I went from a Hayter to a Stihl five years ago & fantastic, I wouldn't use a thing else now but Stihl. The machine has a large waste box which saves emptying every 2 minutes & the performance is fantastic. It's particularly great on longer grass & the self drive really pushes it up any hills so less tiredness at the end of the day.
you did right getting rid of her. If anybody goes on holiday they need to let you keep cutting grass. I have a set of henchman 6 and 10ft ladders they are great you won't regret buying a set. I waited until i got a lawn big enough for a ride on then I bought a jd x125 and ifor williams p6 trailer to get started, I've upgraded since then but it's a cheap little set up when going from the 21inch mower. A 30 inch toro time master is also a very good time saver, only around £1000. No good in the wet though but in good weather you can fly through the grass
Rob I am having the same dilemma as you. Just gaining customers and momentum. I max out the calendar to accommodate so I don't lose anyone but to be honest it is a pain in the arse. I'm gonna adopt the same policy as you. You never know they may come back. If they don't they don't. It's difficult to not get attached sometimes. Good decision mate
Great videos Rob fair play to you lad I'm based in Derry Nireland keep up the great work , I run my own gardening business here as well myself don't worry about all the haters Rob haven't a clue what they're talking about you might not be a green keeper but I say 30 years experience is just as good 👍
Great video rob.totally agree with you regarding people going on holiday. I've been on the hedges all day. I'm off for a beer. Have a great weekend pal.
Hi Rob sounds like you run a tight ship just like myself. Don't beat yourself up about that customer, it's disappointing when you put all the hard work and effort in I know but your daughter is right, don't get emotionally attached to customers. I lost a few this year but like you the phone keeps on ringing and I have replaced those customers with new ones and put them on my new increased rate so win win. Keep the video's up Rob really appreciate it. Jervisgroundcare.
Onya Rob your very smart daughter nailed it..its so easy to become emotionally involved with the customer ive experienced that over the years..One customer a large secondary college for 25 years I was servicing the premises and very good coin , anyway when COVID came along they said sorry we dont need your services any longer we will use our own staff and working bees , so after 25 years there were no thank you for my long service, always coming to their aid even late a night when trees were down etc and that hurt me as I was so loyal to them..but you know what ..the old story when one door closes another one opens and that is what happened to me , I ended up with a bigger contract with more money and easier work and so much appreciation .Moral of the story on your terms every time there is so much work out there theres always another door to open ....love your videos and appreciate your positive comments on my videos
Thanks mate, appreciate your wise words. Your experience shines through. I like your videos keep them coming, it’s great to see how you operate in 🇦🇺 Australia. Take care.
Good points raised in your post and it's true plenty of opportunities for work I like to get on with everyone I do work for and when one let's you go (although it doesn't happen very often) it can hurt especially as you said when you have bent over backwards to help and accomodate there want's at short notice. Move on and don't dwell on negativity it doesn't help in anyway apart from sometimes a valuable lesson can be learned eg not putting ourselves out unduly for any individuals !!!
It's disgusting how most people treat each other now. They could have at least given you a card and gift which wouldn't have cost much. It's the same in every industry now.
Hi Rob I recently purchased a Hendon 8’ tri ladder and it’s superb. I was doing the same as you and balancing on a decorators steps and thought it’s just a matter of time before I fall so I bit the bullet and went for the best. They are eye watering expensive I paid £409.00 but what a difference they make. With the 8’ you actually stand at 5’ with 3’ of frame around you which I have found bang on, I think the 6’ would be a little too low for commercial work as you would only be standing on 3 ‘ platform so just be sure that will do for your needs, I hope this helps. Regards Terry
Hey rod, before you get a ride on mower, get yourself a 30” Toro Time master, can cover a lot of ground with them, I used to do 5 playing fields with it, needless to say I now have a ride on, but the time master was a good door opener if big grass cutting turned up 👍
Hi Rob, Yes it is true you are running a business and you have other customers that rely on this service. A small £15 lawn you could probably sort out with just a tiny increase in time, a large £50 lawn is a different matter. It sounds like you arrange with customers on how many cuts once you start, for them to change it would have quite some impact on your earnings. I worked in the service sector for many years calling on customers and I never believed that customers were always right. Remember when it is time to part company don't look back in anger just work to get the next customer on the books. Good luck to you and your business.
Looking forward to the winter video Rob. I’m a Middlesbrough lad wanting to start up but the winter issue is what’s stopping me as then bills don’t stop. Looking forward to it mate. Take care and all the best.
Good for you Rob carnt have messers. One door shuts another door opens with the ride on got to store it and have towing on your licence are there's another expense
Darras Hall, on the way to the Airport and holidays! Remember them? I really feel for you Rob, some people really have no idea! It's a shame you have to lay out your terms after the event! Really enjoy your videos, just found you, looking forward to more content.👍
Really enjoying your videos. You did the right thing. I mow my lawn weekly and if I go on holiday it takes a high cut and two days later a normal cut just to get it under control. Your customers should enable access while they are away.
Sadly this is the gardening business for you. Customers go on holiday and you do just have to crack on and deal with the aftermath of that.most customers will arrange access to side gates etc or give keys & codes to security gates etc if they trust you enough if they do go on holiday.but unfortunately for the ones who are unable to do so for many reasons of there own.You just have to except it and do your best to sort it after they return, so it's back to manageable again. I can imagine it's hard doing everything totally on your own it would take alot longer.i worked with my brother in-law and we always use to deal with the aftermath of customers going on holiday,some big places aswell, lots of grass etc.we just excepted it and did what we had to,to get it back to all good again. Spent however long it took to do so. Most times it would take approx half hour or an hour more to deal with the extra long grass situation.most customers would understand the slightly extra charge for this and be fine with it.You can only try to do your best for people and hope that's good enough.
I know where your coming from, no other trade are treated like this, we’re the only ones that work for only 3 seasons, and are expected to feed our families on fresh air for 2 months a year, my customer’s have said to me, it’s not my problem.😡
£25 p/h Self employed your loosing money !! Plumber / mechanics charge more @ £25 p/h you’d be better off working for a company in my opinion.. No holiday pay Sick pay etc pension I think today if ya not billing out £50 p/ h I’m only speaking from my experience Pls someone tell me if wrong I believe being self employed is not about working for a wage It about making a profit They are buying your lice and experience.
Great video! I'm in Durham so not far, started my gardening business in April so very new and my youtube channel around the same time. Tough problem, I'd try to get an agreement for an extra £15 or so for that next visit to cover your time but i know what you're saying. It probably wouldn't be too hard to provide access so stick to your guns mate. The thing I've found is there's nothing worse doing a job for a customer you don't like particularly well or something you have an issue with, it ruins your day and you end up dreading that day/job.
Your daughter is right Robb but we are humans, we get attached and to be disappointed is normal I suppose. What will I do? 🤔 I leave them to look for a gardener 😉 Well done!
Oddly enough I have a customer where I only cut their lawn when they are on holiday. I'd recommend the henchman pro ladders, been using one for 4 years now, worth every penny. Fell into a hedge with running hedge cutter of my old ladders and ordered the henchman as soon as I got home.🙂
The problem is they start to think because they are paying you they are your Boss you can never escape People in your business . once upon a time a next door lady agreed £20 a cut no edge trim every time the man left she would say he's not done the edging I said I think they charge extra for that , she said yes he told me it would be £40 if he did the edging , so I went for the £20 option well I said then you are getting what you pay for then . The following week she said he's not done the edging Groundhog Day every few weeks he's not done the edge of the lawn . She would hire the nice young man to cut down tree's bushes and pay his quote he did some big jobs for her never a comment but a few weeks later he's still not doing the edges !!!
Hi rob I feel for you three years and just like that she get someone else. I’m had customers that have said they going to get someone else then they call you back what would you do? I have gone back she just wants you there and thinks she is your only customer. Take care love your videos hope to see some soon 👍👍
Cheers Carl, if the customer rings me she will be told very professionally and politely that the space has been taken and I wish them well. Never go back only forward. All the best , Rob.
No good if can’t get access. HD one with electric gate would not give me code . I had give it up as can’t be there same time every week . They were doctors.
No your daughter is right rob jobs is a job at the end of the day you have customers and a schedule to abide by best way way I do it work is work love the videos I do the same watch RU-vid video also to see other gardener 😊😊
@@maxwellsgrasscuttingservices hiya pal. I have a Citroen Relay van with ramps and my zero turn is an Ariens 48 inch that will fit in. I did about 6 church lawns on average about half an acre with a Toro Timemaster but of course i could only do one or two aday because of the walking. Now i rip through them in half a day and more beside which ive taken on. I do an 8 acre rugby pitch site now with it. They just free up time and you earn money more easily. I had to outlay alot but im clawing it back.
@@maxwellsgrasscuttingservices you want to be aiming to earn £1 a minute with large lawns. So it kind of depends what mower you have and what you are happy with. And of course theres a limit to what someone will pay. Also it will start around £50 as a starting price. I can mow 2 acres in 50 mins to an hour so 50 to 60 quid per 2 acres. As long as you are earning what you are happy with and the customer. A pound a minute is a good starting point
Brilliant advice thanks, so you started with a toro time master 30 inch , built up a base of large lawns then invested in the zero turn👍🏻 Did you buy new, ie £5000. 👍🏻
Don’t worry about it Rob most of our lawns in this country would all be better off being turned into wild life meadows strimmed in the late summer. No offence best of luck
Get your self a snapper ride on rob I’ve got one it’s great fits in your van 🚐 best £250 I’ve ever spent and it’s never let me down in the 3 years I’ve had it 😉
Alright fella Have a think about your minimum requirements or rules when dealing with your customers. Then print a list of these that can be shared with your customers and establish all your terms and conditions upfront. At the same time note any special requirements the customers might have? Never be embarrassed to say no! Always leave them with a thank you and a smile. Then fuck off and never deal with them again!
it very tricky you handled very well . here a question thoe if the customer rings you back would you take them back , or take them back and up the price , or tell very sorry that slot has been filled ,how would I handled it I would of said” sorry that does nt fit into are agreed service plan ,say nothing more then wait for the customer to respond , and then made a dicesion there and then. sorry we arnt a good fit any more and move on .maybe harsh but ithink the direct approach is best .
