Mike Andes describes a customer who thought a $30 lawn cut meant the crew was rushing to maximize pay. He explains the company's P4P system actually penalizes poor work through callbacks, so crews have no reason to hurry. The customer understood and stayed.
$30 per cut.
About 25 minutes.
Mike Andes.
April 11, 2023.
I would like to please leave a message for the supposed owner of this company or there will be a bad review on Yelp and I won't stop at Yelp.
So this is a crazy one because this customer was actually very happy for an entire year. However, then they ran the math on what we're charging them for their lawn service. We charge them $30 per cut. It only takes us about 25 minutes to mow the lawn. So they were just so mad that we were charging them 70, $80 per hour to mow their grass. Furthermore, they thought because of P4P pay for performance that our guys were just rushing through the job when that was never brought up for months. Ultimately, if our crew does a bad job and there's callbacks, they actually make less money on pay for performance and they're not incentivized just to run through the jobs. The feel good ending to this, you're able to explain to them how the pay system works. In the end, they were happy and they're still paying customers a day.
