Argument over dog mess = lost client :(

Hi there, not posted many times but been lurking for the best part of a year and found this site to be a valuable resource - indeed, i wish i had found it when i started up! Would have definitely made less rookie errors in the early days!

Earlier this afternoon i spoke to a client about the dog mess in his garden - he never picks up after his two dogs and the lawn (well, field really) is absolutely covered. It was bad enough last season but much worse now. After the last time i cut it a fortnight ago - having to spend a fair amount of time scraping sh**e off both me and the roller mower! - i swore i'd have to talk to him. 

So i was there earlier doing his other two lawns and he asked why i hadn't done the "dogs lawn" and i explained the situation. He started by saying "just do it this time and i'll clean it up for the next cut" (which i didn't really believe) but i refused. He asked why and i explained that i wasn't prepared to get me and the mower covered in sh**e because it had to go in the back of my truck and i didn't have the time to clean it due to having another 2 hours of mowing to do.

He then said he "didn't have time to do such things" and it was my "job". i explained, as clearly stated in our T & Cs, that it wasn't "my job" but i'd be happy to return later this week when he'd cleared up. The conversation basically ended with his ultimatum that i either cracked on there and then and accepted that the dog mess was my responsibility, or he'd sack me. Which i refused and he did.

I guess i'm asking whether other contractors are willing to lose clients over such things? Do you clear the lawn but charge for it? Ultimatums generally get my back up as i'm stubborn by nature but will do anything for anyone if they ask nicely. I'm not very good with conflict resolution or when people are rude etc.

What would you have done? Stood your ground? Grovelled? I'm aware that i could have probably talked him around but was quite angry by the end - still maintained my composure though. I'd be interested to hear how other people have dealt with similar situations.

Regards, Chris

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Permalink Reply by CMD Gardens & Landscapes on May 16, 2012 at 19:54

Thank you for all the replies - it was a bad day at the office but the customer in question was also VERY "relaxed" about paying his bills, so i will not mourn the loss too much. 

Interesting info that Phil posted - might include a copy with my Customer Pack... 

Jez WardmanPermalink Reply by Jez Wardman on May 17, 2012 at 1:42

Why would you want him as a client anyway ?

Always be prepared to walk away from a client if it's not working out

Permalink Reply by steve lowe on May 17, 2012 at 7:02

Nope, I have enough picking up after my 3! Mow round them.

Steve

Permalink Reply by John on May 19, 2012 at 18:00

Occasionally we have a problem with this, at a hotel during the winter months

and in a couple of gardens after a wet week (when no one wants to go out with the dog)

 In these gardens we have priced for checking the whole area over first before we start

grass cutting. We use long handled Devon spades for obvious reasons, and if it cannot

be scooped up whole....  lol,  we cover the remains with a dry gritty soil mixture, easily spotted

when working and quick to recover. 

I think from now on we will be cutting these lawns very short,  - even in the winter !!!!

      

Permalink Reply by Kevin Barnett on May 21, 2012 at 22:36
I've had a couple of dog owners who didn't clear it up. One was even a child minder !! Needless to say theyre ex customers. It's a health risk and their responsibility to ensure that you have a safe working environment.

Kevin
www.gardencoaching.blogspot.com

PRO MemberPermalink Reply by Gardens4u.co.uk on May 23, 2012 at 17:11

its shit ;)  and hes taking the piss


PRO MemberPermalink Reply by Dan Frazer Gardening on May 23, 2012 at 17:19

You scoop up poo then put the spades back into your van? I wouldn't in a million years do that, it's downright dangerous and filthy!

John www.acegardenservices.co.uk said:

Occasionally we have a problem with this, at a hotel during the winter months

and in a couple of gardens after a wet week (when no one wants to go out with the dog)

 In these gardens we have priced for checking the whole area over first before we start

grass cutting. We use long handled Devon spades for obvious reasons, and if it cannot

be scooped up whole....  lol,  we cover the remains with a dry gritty soil mixture, easily spotted

when working and quick to recover. 

I think from now on we will be cutting these lawns very short,  - even in the winter !!!!

      

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