Unrealistic expectations

Boomslang

Boomslang

Been here much more than a while
Location
The ether
I'm sure everyone has dealt with customers who take the job description to the next level and end up becoming more of a headache than anything. Already this year we've had:

  1. Someone who thought leaving firewood not only meant bucked into 16" pieces....but also split and stacked.
  2. A customer whose tree uprooted into his house thinking tree removal also included disposing of the massive root plate.
  3. And a gem of a person who expected the wood chips they requested to be left on site to not include any leaves or greenery because "that's what it looks like at the garden center". :muyenojado:
 
Fine tune your description

firewood does imply cut to length

I would write: large wood left on site. Cut to random, manageable lengths

I had to not use a diameter size because some Branches were not stripped of Branches to leave ALL firewood Customer thought they would get everything but the twigs. We need some wood to expedite brush removal.
 
The cut to 16" was fine as that was part of the agreement, but this is the first person ever who had the expectation of us splitting it too.
 
Boomslang said:
The cut to 16" was fine as that was part of the agreement, but this is the first person ever who had the expectation of us splitting it too.
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You can wheelbarrow all those cords right through that tiny little gate and stack it on the back porch too, right? Aren't you going to de-bark all that firewood? You're planning on killing all the bugs that live in the wood too right? I mean I would do it myself but I'm pretty busy and you guys are already here........
 
Tom Dunlap said:
Fine tune your description

firewood does imply cut to length

I would write: large wood left on site. Cut to random, manageable lengths

I had to not use a diameter size because some Branches were not stripped of Branches to leave ALL firewood Customer thought they would get everything but the twigs. We need some wood to expedite brush removal.
Click to expand...
My comment was based on the times where the customer changes their mind and want the logs cut up to firewood, and don’t understand why that should cost more.
 
10" diameter and larger cut to 16" lenghts left at the base of the tree. Eliminating gray areas is my catch phrase when doing estimates. Its written on the proposal and I read it back to them and ask if there are any questions. 1 of the reasons I prefer to meet the the customer in person. I know not always possible because of quantity of estimates. Good discussion. How do you all word other specs? Removal to grade or removal to low stump? Clean up and haul all debris?
 
owScott said:
10" diameter and larger cut to 16" lenghts left at the base of the tree. Eliminating gray areas is my catch phrase when doing estimates. Its written on the proposal and I read it back to them and ask if there are any questions. 1 of the reasons I prefer to meet the the customer in person. I know not always possible because of quantity of estimates. Good discussion. How do you all word other specs? Removal to grade or removal to low stump? Clean up and haul all debris?
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I’m still learning but regarding stumps my quote says “stumps cut to within 2” of turf grade” I try to get closer but that’s not always possible. I also say “removal of all debris that was a result of our work”. I’m sure as I get more experience I’ll be able to get stumps closer to grade.
 
B_Strange said:
I’m still learning but regarding stumps my quote says “stumps cut to within 2” of turf grade” I try to get closer but that’s not always possible. I also say “removal of all debris that was a result of our work”. I’m sure as I get more experience I’ll be able to get stumps closer to grade.
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We write “stump will be cut as low as practical” as it’s nearly impossible to cut a 50” dbh Silver Maple to 2” above grade. And we also state that we will remove “all debris caused by our work”. No, we are not raking all the leaves out of your lawn. And in fact, sometimes in the fall here, we will push the leaves in the lawn out of our way when we arrive in the morning, and put them back where they were before we leave.
 
1 and 3 are obviously crazy. But #2...why shouldn't they expect that to be removed? Would you want a giant half uprooted stump in the front yard? I'd expect the professionals to have a way to deal with it. Certainly can see that as a separate bid or specification...but insurance is probably paying and they just want it all done. If the tree guy won't do it, who will??? Clarify what needs to happen and why you can't do it ("this requires an excavator...we deal in wood, not excavation. I can arrange that for you if you'd like").
 
Reach said:
We write “stump will be cut as low as practical” as it’s nearly impossible to cut a 50” dbh Silver Maple to 2” above grade. And we also state that we will remove “all debris caused by our work”. No, we are not raking all the leaves out of your lawn. And in fact, sometimes in the fall here, we will push the leaves in the lawn out of our way when we arrive in the morning, and put them back where they were before we leave.
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I like your wording “as low as practical” I think I’ll be using that from now on! Thanks! I also push or blow leaves out of the way in the fall.
 
ATH said:
1 and 3 are obviously crazy. But #2...why shouldn't they expect that to be removed? Would you want a giant half uprooted stump in the front yard? I'd expect the professionals to have a way to deal with it. Certainly can see that as a separate bid or specification...but insurance is probably paying and they just want it all done. If the tree guy won't do it, who will??? Clarify what needs to happen and why you can't do it ("this requires an excavator...we deal in wood, not excavation. I can arrange that for you if you'd like").
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I agree with you there. Our standard quote does not include stump grinding, but it is generally included as an option unless the customer specifies otherwise. In a case like the “giant uprooted stump”, we explain that it cannot be ground and it’s too big/heavy for us to dig out, and we recommend they contact two excavation companies locally that we know do good work.
 
Tom Dunlap said:
Define ‘practical’

I would spec a stump cut:

_____inches above the soil line on the high side of the stump. Closer to level not even with ground
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We always explain if someone asks how low that actually means, that we will be cutting it to the top of the root buttresses, and explain to them what those are as well. We grind most of our stumps anyway though, so most people don’t care how short we cut it as long as it’s ground out when we’re finished.
 
I write **stump grinding or removal of any kind not included. Stumps will be cut as low as reasonably possible unless otherwise discussed with homeowner. at the bottom of every quote. Had that before too. Always write the lengths on the quote if leaving wood. Had that before too. Also I write "piled", not stacked or split. As for your wood chip customer. No solution lol
 
I will usually leave my stumps a little higher than normal when we are supposed to be grinding. I do not usually grind all stumps on the same day as the tree removal. I set aside a day or 2 to chase the stump work. It gives all a break from the hustle of tree removal. I leave them a bit high when I'm supposed to be grinding them so someone else doesn't knock on their door offering service. These I will usually leave a foot or higher. A deterrent from work thieves, if you will ......
 
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