Here's how I sort the difficult customers.
Most of them fit one of four types, and each one needs handling differently.

1. The Complainer​
Nothing is ever quite right.
They'll tell you in detail what was wrong with the last lawn guy.
Listen to that, because you'll be the next lawn guy they talk about.
I don't keep these ones long-term.

2. The Perfectionist​
These are fine, as long as what they want is reasonable.
Build the extra time into the quote from the start, so you're paid for the detail they expect.

3. The Late Payer​
I text them the day the payment is due.
If it's not paid by the next morning, I text again and ask them to check the account number.
Then I give it 24 hours and call.
Once you're 90% full, you can afford to drop the ones who are late every time.

4. The Unreasonable​
They want a pound of flesh for the price of a mow.
I had one who left bags of rotting garbage on the lawn, then complained about the quality of my work.
When they cancelled, I was relieved.

When any of them get angry, this is what I do:

• Stay calm and professional.
• Listen, and don't argue.
• Be clear about what was done. On big cleanup jobs I sometimes shoot a quick video, so there's no argument later.
• Say no to jobs outside what you're good at.
• Offer the fix before they ask for one: redo the job, waive the payment, or give a refund.

If you offer the fix first, they don't have to fight you for it.

Which of the four do you get the most of?
Hit reply and tell me.

Until next time, get out there, mow lawns, and have fun
Stuart
Lawnmowing101