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Unhappy Customers

I spent a few hours yesterday working on a very poorly looked after hedge, which was an odd mix of cherry laurel, Portuguese laurel and Holly. The client wanted it reduced and tidied. Whist discussing the work I said it was a little late to be working on evergreen hedges now that frosts are on the way, but she said she wanted it done anyway. The hedge was around 10 ft wide and 10 ft high, with a large overhang. After removing the overhang and reducing the hedge, she said she was not happy with the appearance when finished, after I explained that a hedge reduced in this way after being neglected is not going to look it's best for a time. She said she wasn't happy with the work, but I find it hard to believe any other professional could have done a much better job. What are people's experiences with this? How should I go about potential fallout of bad reviews? (For want of a better word)

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  • Any photo's?

    did she pay total quoted.

  • PRO

    When people say tidied, what you they think they mean and what they are imagining can be very very different
    There is also the difference between what it could look like, when well looked after and what it will look like...
    unrealistic expectations are all too common

  • PRO

    I bet many of us have been in a situation similar to this Trevor.

    Writing down the positives and negatives in an email or letter will help manage your client's expectations.

    If your client is clear on what to expect i.e. leafless or sparse looking faces to the hedge, for example, then there really shouldn't be any come back.

  • I think we've all had customers like this Tom, has she refused to pay? So long as the customer has paid, draw a line under the whole thing, some people are never happy, simple as that. if you explained at the outset that the result would be bare looking and woody, its a done deal.She will have to get over it and keep it regularly trimmed in future.If she bad mouths you in your area, explain to whoever tells you such that the client had unrealistic expectations and you made the best job of it you could.

    ,

  • I used to find this unrealistic attitude of customers maddening. I now don't do hedges but I do seem to have a very grumpy and brutal response. I agree to do things but make it clear I don't expect it to work. Before and after photos are useful for the record and to counteract complaints.
  • Tom Beevor - did you read it quick Phil :) ?

    Phil Voice said:

    I bet many of us have been in a situation similar to this Trevor.

    Writing down the positives and negatives in an email or letter will help manage your client's expectations.

    If your client is clear on what to expect i.e. leafless or sparse looking faces to the hedge, for example, then there really shouldn't be any come back.

  • PRO
    I should have said: this would have helped you avoid this scenario;)



    Gardens4u.co.uk said:
    Tom Beevor - did you read it quick Phil :) ?

    Phil Voice said:

    I bet many of us have been in a situation similar to this Trevor.

    Writing down the positives and negatives in an email or letter will help manage your client's expectations.

    If your client is clear on what to expect i.e. leafless or sparse looking faces to the hedge, for example, then there really shouldn't be any come back.

  • I've been tackling something like this over the last few weeks.

    The householder moved abroad, and let the property. Over the years, the gardens became overgrwon to comedy levels.

    Most of my work is for properties that are let, so the landlord might be totally unaware of the work needing doing. You photograph everything before and after, and you get agreement in writing that you are going to be butchering an over-grown hedge!

    I'd include links to something like the RHS guides to the work you're going to do: let the client read up on it if they want to, but they've signed to say they've had the option to read the guidelines.

    If all approval is in place, then you can be happy that they understand the problems with timing etc.

    Before and after examples below. The landlord thought the pyracantha was trained perfectly, but agreed to take it down to 1 metre so new tenants can maintain it easily. A huge shock, but in the end they understood and are happy.


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    3314674067?profile=RESIZE_1024x1024

    3314675162?profile=RESIZE_1024x1024
  • I truly sympathise with you Tom, and as the others have said, the longer you're in this business, the more chance you will come across customers like the one you had to deal with here.

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