When the customer leaves to "take a walk."

A

Al_trees

Participating member
Location
Connecticut
Hi fellas,

We were finishing up a pruning job last week when the customer arrived home from work.

He looked around, spoke with my team member and was informed about the progress on the work. What we did. The additional work we had to perform in order to complete the work and that it wouldn't result in a change in price. He was informed the work was completed and there were just a few branches to chip up still on the ground. The guy was happy with everything. Fifteen minutes goes by and as I finished raking it looked like the guy and one of his kids were getting ready to leave with the dog.

I went over and asked if he was happy with everything; which he was. I said well we are all finished up. He said he was going for a hike but "would you like me to pay you now?"

That is why we did the job is it not?

I simply said yes the job is complete you are all set.

I write on the work orders that people agree to "Payment upon completion of the work." There is no billing, they are not a municipality or corporation we send an invoice to. This reminded me of a guy who left when I said we would like a check now but he had to go for a walk with his wife and was already outside.

The guy mailed a check within the week.
What the hell is it with these people. The second guy was a power trip but the first guy seemed clueless.

We do not not get paid. I have never had to threaten to dump a load of chips in front of a garage door. Payment upon completion is usually sufficient to state.
What do you do with these type of situations or how do you avoid even having to ask for payment? i hate having to run to catch someone who is literally taking off. Or maybe that is just hopeful thinking. A check in hand when we are clearly done, equipment loaded up, trucks back in the road, ground clean.

Most people we knock on the door and they pay us. For some reason the check is rarely written out but that is another matter.
 
A week isn’t too bad, and it’s better when you look at the post mark date.
I do get irritated when the client just has to be home for the job, and screws around with schedules for when it’s most convenient for them.
“This is why I outline a detailed scope of work”
“Yeah, I know, i just really want to be there when you’re here working. Can we schedule it for Saturday?”
They get pissy when the answer is ‘no’.

The worst was just this, and had to back up hill, on a trail of a driveway that was about 1000’ long. Greet the client, and get up to my 70’ tip when I hear “hey, I’m going to run a few errands, mind moving your truck?”
So back down the tree, out the driveway and then have to back in all over again.
Never saw the client again after accommodating their ‘I just really need to be here’ scheduling needs. Obviously no payment, and it took them 4 weeks to run a check to the mail box. ‘Oh, I only pay my bills once a month’..
 
99% of customers are great but the others not so much and the longer your in the business the more crazy things you will see!
14 years and still see and hear new things every year. Last week a customer was paying and asked for a $200 discount for no reason at all and even said we did more than he expected so I responded with asking him for a $200 tip for me and the crew? And I said well I thought since you asked for free money I would also!
Might have made him upset but he really ticked me off.
 
Webfoot said:
People still use checks?
Click to expand...
About half of my customers pay with check, one quarter with cash and the rest with cc. Approximately.
Al_trees said:
Hi fellas,

We were finishing up a pruning job last week when the customer arrived home from work.

He looked around, spoke with my team member and was informed about the progress on the work. What we did. The additional work we had to perform in order to complete the work and that it wouldn't result in a change in price. He was informed the work was completed and there were just a few branches to chip up still on the ground. The guy was happy with everything. Fifteen minutes goes by and as I finished raking it looked like the guy and one of his kids were getting ready to leave with the dog.

I went over and asked if he was happy with everything; which he was. I said well we are all finished up. He said he was going for a hike but "would you like me to pay you now?"

That is why we did the job is it not?

I simply said yes the job is complete you are all set.

I write on the work orders that people agree to "Payment upon completion of the work." There is no billing, they are not a municipality or corporation we send an invoice to. This reminded me of a guy who left when I said we would like a check now but he had to go for a walk with his wife and was already outside.

The guy mailed a check within the week.
What the hell is it with these people. The second guy was a power trip but the first guy seemed clueless.

We do not not get paid. I have never had to threaten to dump a load of chips in front of a garage door. Payment upon completion is usually sufficient to state.
What do you do with these type of situations or how do you avoid even having to ask for payment? i hate having to run to catch someone who is literally taking off. Or maybe that is just hopeful thinking. A check in hand when we are clearly done, equipment loaded up, trucks back in the road, ground clean.

Most people we knock on the door and they pay us. For some reason the check is rarely written out but that is another matter.
Click to expand...

This type of thing drives me insane. Homeowner is lingering around all day killing the vibe then when it's time to pay the bill they vanish.

The walk around and inspect the work thing absolutely kills me too. I'm usually amiable to an extra cut or two but really... I wrote the spec, all agreed, I did the job to the spec, we don't need to walk around and confirm that. One of the worst part of the jobs for me. Luckily most people don't do that but damn!

I write the same thing on my quotes (payment due upon completion of work) but people often ignore it, I'm going to get more in front of telling people to move their cars, pick up the dog shit and get your pocket book ready. One of these days....

In my mind it's simple, the work is done, pay the bill. I just like to seal the deal. Sadly the culture has shifted to this deferred pay bs so I just tolerate it to a certain extent. Unfortunately it is now a cultural norm.
 
Webfoot said:
People still use checks?
Click to expand...
Within certain sectors of society it's still very common. My numbers are probably 75% bank transfer, 10% cheque, 10% cash, 5% credit card. And those 10% cheque crowd are nearly always 50+ or businesses.

And I hate getting cash. You're making me responsible for a large wad of bills until I can get to a bank vs. any other method where it's instantly there.
 
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Boomslang said:
Within certain sectors of society it's still very common. My numbers are probably 75% bank transfer, 10% cheque, 10% cash, 5% credit card. And those 10% cheque crowd are nearly always 50+ or businesses.

And I hate getting cash. You're making me responsible for a large wad of bills until I can get to a bank vs. any other method where it's instantly there.
Click to expand...
Hey I’ll sit sideways on the ride home any day lol
 
VenasNursery said:
99% of customers are great but the others not so much and the longer your in the business the more crazy things you will see!
14 years and still see and hear new things every year. Last week a customer was paying and asked for a $200 discount for no reason at all and even said we did more than he expected so I responded with asking him for a $200 tip for me and the crew? And I said well I thought since you asked for free money I would also!
Might have made him upset but he really ticked me off.
Click to expand...
The guy who brought me in and encouraged my own side work would reply when a customer asked for discount like that. ‘Well if it would have taken me longer would you have paid me more?’
 
Those of you offering 10% off for cash: Why? That seems like a lot to me. Most places I’m familiar with only offer 3% off (cover cc fee) the highest I’ve seen is 7% (not sure how they landed on 7%), many establishments dont offer a cash discount at all. Situation dependent, but rarely do I offer much of a cash discount.
 
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Chris Schultz said:
Those of you offering 10% off for cash: Why? That seems like a lot to me. Most places I’m familiar with only offer 3% off (cover cc fee) the highest I’ve seen is 7% (not sure how they landed on 7%), many establishments dont offer a cash discount at all. Situation dependent, but rarely do I offer much of a cash discount.
Click to expand...
Cost of sales tax and a little more
 
Chris Schultz said:
Those of you offering 10% off for cash: Why? That seems like a lot to me. Most places I’m familiar with only offer 3% off (cover cc fee) the highest I’ve seen is 7% (not sure how they landed on 7%), many establishments dont offer a cash discount at all. Situation dependent, but rarely do I offer much of a cash discount.
Click to expand...
I’d rather have cash
 
Chris Schultz said:
The worst…… when someone agreed to a contract, then tries to beat you up on price based on the duration of time you were on-site.
Click to expand...
Yup, just had some low baller client want me to do a drop and leave on a 80’ conifer, across the road right near the stop sign on near a busier street.
“Just drag the material off the road and I’ll deal with it”
The only felling path puts the whole tree diagonally across the road so IF this was done the whole damn thing needs to be moved! Why not just move it into the chipper?!
Climbing it would actually be much more efficient but he balked at the price..
 
Chris Schultz said:
My state doesn’t charge sales tax for most services. Tree work being one.
Click to expand...
Lucky, I’m the states bank account here. Gotta do the sales tax thing and workers comp is through the state. Technically contract climbing isn’t legal either (unless done entirely independently, with own crew and substantial equipment). So I can sub a bucket truck person but can’t have my guys land the rigged pieces.
 
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