Yes or no
When you’re in business helping people with their gardens and landscaping, it seems weird to say ‘no’ to them. But it isn’t weird the other way: landscapers get dumped all the time. And yet, there are times when, as a contractor, you have to let some customers go. I cover my own personal experiences in the next section; and then we’ll see what Mike Jiggens says in his Turf & Rec article “When to say ‘no’ to a customer” (Nov/Dec 2022, pp.14-17).
Vas says no?
I used to be a landscape slut when I had two little babies at home. I couldn’t say no. Literally. Now that my kids are teenagers, I’m more careful. But, I did let some clients go.
Crazy lady
One lady was completely insane. She had a backyard that wasn’t accessible for mowers so I line trimmed it. Unfortunately, her little dog would drag some of the clippings back into the house and make a mess. So, the lady asked me to blow out the clippings from the lawn, all three million of them. Eventually we just parted ways.
Cheap and anal
Another client was nickel and diming me. He paid me lunch money to cut his small lawns and when I started I didn’t mind. I was already in the neighborhood, plus he did have other work, like seasonal pruning, bramble cutback and river rock installs.
The issue was his shady, north facing lawn, with some of it partially covered by his kid’s trampoline. It wasn’t exactly great conditions for growing a lush, moss-free lawn but that’s what he wanted. Except this gig wasn’t paying much and it taught me a good lesson. He eventually found another landscaper to help him but the lawn didn’t look any better.
Zero trust
The third client was an elderly couple. I cut their lawns and pruned their hedges for a few years and it was an OK gig. I used to service a house two doors over so it was easy. Then, when the European chafer beetles hit their lawn, they asked me to clean up the damage and cover it up with soil. So, I bought five bags of garden soil and just as I dumped them out, the lady came out to ask if I had really put down five bags. Her tone was bad, like she was confronting a crooked maid. Just think, I could have ripped her off by maybe one or two bags at most. At C$8 per bag, it would hardly seem worth it.
Luckily, they moved to a building for seniors this past winter so the break up was nice and easy.
Turf & Rec key points
You can say no when the client or project are a bad fit. Are you really interested in doing it?
One contractor had a client who was consistently late with his payments so he got dropped. Yes, it hurts at first but when you clear the deck, you gain space for new projects.
It’s also a red flag when your prospective client talks badly about his previous contractors. You could be next so why bother. Just say no.
One idea I like is charging annoying customers extra for being annoying. It can take the sting out of your interactions but always consider your long-term happiness.
By far the biggest key is profit. Can you make money from working with your new customer? Can they afford you? It’s probably best if not everybody can afford your services. Personally, my side-hustle operation is very affordable but I no longer cut lawns for lunch money; and I’m getting used to upselling. Blame Grant Cardone for that.
Conclusion
Yes, you can say ‘no’ to prospective and existing clients. It seems weird but contractors know that new, better opportunities will come their way.
Make sure your clients can afford your services because making profits is gold. If there is no budget fit, walk away and find someone who can afford you.
Lastly, some contractors trust their guts. When a new customer looks a bit off and complains about previous companies, say no.
Now, I have to run to meet a new customer who needs design help. Since I’m a landscape maintenance dude, I might say no to design work because that’s what my gut is saying. Then again, I’m a bit of a landscape slut….
