Short YouTube video excerpt (April 13, 2023) in which Mike Andes and another speaker discuss ending service for an unhappy mowing/plowing customer. The franchisee reports the customer felt they had to babysit the crew and complained about minor damages (driveway scratches from plowing); Mike praises the owner for handling the situation with integrity and ensuring the customer felt heard during the parting.
One of our franchisees called into command center and talked to one of our agents.
Is definitely a problem. I don't want to do any more work for him, but there's things I need to straighten out with him first. He's unhappy with the plowing and the mowing. Feels like he has to babysit the crew, and he's looking for another mowing service. So could you just let him know we've gone ahead? Cancel the MoW service form as well. And if he'd like to meet, I'm more than happy to meet with him to go over that damage. And I did relay that to him when I spoke with him on the phone a couple of weeks ago. Yeah, I mean, I just don't feel like, you know, we're a good fit for them anymore. So I don't want to let anything get worse than it already is.
This shows a lot of integrity on the part of the owner because they're going back to the property, even though they know the customer is pretty unreasonable and is complaining about some very small damages on scratches on their driveway that was done from the snow plowing. Even if we're letting a customer go, we make sure to try to do it with dignity and make sure they feel heard in their complaints.
