need some advice

[hl_tree]

I've been dealing with this one landscaper for a few years now. He does a good job, and is pretty reliable, he's got plenty of equipment to get the job done as well. We get along pretty well, and I have no fear of him stealing work from me.

Here's the part that I am having difficulty with though, and am unsure about how to handle it. I believe he is going through some growing pains and in the process it's taking him a while to follow up on things with the clients I send to him. Sometimes it's a billing issue (takes a while to send the bill) other times it's a matter of getting estimates out, or just keeping clients in the loop.

I'd like to help him, so that our businesses can continue to grow together, and so my clients stay happy... but I am unsure of how to do this, without stepping on toes.

 

[treehumper]

If these are clients of yours then you need to approach him on that basis. It reflects on you since you referred him.

Be business like and matter of fact without attacking him personally.

 

[Jamin_Mayer]

I'd like to see where this goes. It's a good topic to consider.

But, if I were to add my two cents... I'd let the landscaper friend know that you'd like him to give your customers a priority. Which means, a quick reply, good communication, & quality work. If he can't do this, then cosider someone else to refer to. ---I think.

 

[evo]

How about this?
[ QUOTE ]
\ I am unsure about how to handle THIS. I believe YOU ARE going through some growing pains and in the process it's taking YOU a while to follow up on things with the clients I send to YOU. Sometimes it's a billing issue (takes a while to send the bill) other times it's a matter of getting estimates out, or just keeping clients in the loop.

I'd like to help YOU, so that our businesses can continue to grow together, and so OUR clients stay happy... but I am unsure of how to do this, without stepping on YOUR toes. IS THERE ANY THING I CAN DO TO HELP PREVENT THIS?

[/ QUOTE ]

Just be firm and direct, share what you have shared with us. No need to make threats. That's not productive, and well in the end if won't work it just won't work.

Ok so send me your address so I can forward it to my billing dept.

 

[hl_tree]

I've tried the chasing / hounding route already, and it's not working. Giving him an ultimatum has been used a few times with success, but it's not something I'd want to do on a regular basis.

The clients I've sent him are all top notch in that they all want to pay. One of my clients even chewed him out about communications, and this is from a lady who always pays more than what is due, and tells me to help myself to whatever is in the extra refrigerator.

Now I've dealt with other landscapers in the past, and they have given me worse troubles than what I am facing here... but I'd much rather be faced with no problems. so this come down to either getting back into the landscaping end of things (which I don't want to do) or getting him to mend his ways somehow...

 

[evo]

There are no threats or ultimatums for me. Do you want to hold his hand, and wipe for him too? Just a "Hey man get it together" should be suffice. Are you sub contracting him out? Why would you have to take up the role of Landscaper? It's it the whole leaving $ on the table thing?

 

[treehumper]

Hounding/ultimatum is done in the heat of the moment and usually only has a short term effect. Set up a meeting with him to discuss the overall relationship the two of you have. Do some homework beforehand to gather some hard numbers and stats; Dollar value of the work referred, percent of his business these client's represent, profit margin, quality of the lead (how warm are these leads), value of the clients to your business, time you spend on dealing with the complaints, etc....

Approach him much like you've described only take out the YOU and make it client-centric; "our mutual clients have voiced complaints to me about the level of communications they have experienced. Starting with turn around on estimates, being kept in the loop during the process and finally, the area most important to you, billing. How can we address these concerns so both of us can continue to profit from our business relationship and our clients will receive the level of service they come to expect and deserve? How about we start with looking at what they experienced initially with me and see if there's any idea's that can help you."

Or something to that effect....

 

[hl_tree]

I'm not subbing. Usually what happens is a client calls me, we want to have something done... I bring the landscaper over, make the introductions, and he takes it from there. The same thing happens when he has somebody who needs tree work done. The only difference though usually is that after the first contact his clients will contact me directly, whereas my clients will keep on going through me for the most part. For exmaple, one client called this morning, left me a message... they want ~100 hastas planted... just get it done. However the landscaper also planted some inkberries and bamboo there last year which are not doing so well... that was also in the message, they want to fix it.

 

[Vl2007]

I have landscapers contact me to do tree work, and i follow up quickly. I also pay them 10% for the lead if conversion of the lead is succefull. This is a valuable team up with businesses that target similar customers. He should respect that fully, and jump on those leads! That is business 101 in my book.

 

[treehumper]

I know you're not subbing. The relationship is still a business one based on referral and it needs to be managed effectively so you're not becoming his complaint dept.

We have worked with many landscapers and do referrals both ways. When it needs to be done we've talked to them about how they handle our clients since our reputation is affected by their performance.