When past clients hire someone else…

[climbingmonkey24]

I’ve had my share of clients who refer me out, always call me back if they need work, etc.

But then there’s the odd occasion where I may drive by someone’s house long after I did work for them, and see they had work done by someone else. Even though they were happy / satisfied with the service I provided and gave positive feedback, etc.

I know it’s not productive to focus too much on this kind of thing and there could be a variety of reasons why they might not have called me specifically. But it’s sometimes hard not to get lost in the negative thoughts wondering why they didn’t ask me for a quote. Did they doubt my ability, etc.

Anyone else ever encounter this where you find out a past client hired someone else at a later time to do work you could’ve done even though they were happy with the work you did for them and the service you provided?

 

[Brocky]

Maybe a relative, or friend has some type of connection to the other company?

 

[Matias]

I try not to think about it too much, but if the recently completed work is poorly done, I might drop by sometime and ask them if they know it might have been sub optimal for the tree. The new guy might have got the gig because he was willing to do the hard topping that you wouldn't do, or something like that.

 

[Steve-o]

Underpromise / overdeliver. Customers usually remember this and will call you back even if you're not the cheapest quote.

 

[data farm 26]

Some people just bounce around. Or some people think they are hiring the previous arb but are not. I've worked for several people who will say "last time you were here." And I say "I've never been here." Yet they persist... . Whatever happened, I wouldn't sweat it. Though I have in the past and might later on today.

 

[ATH]

I think there are a few ways this happened that don't indicate anything bad about you:
1) they may be having work done that they didn't realize you did... For example, I will have quite a few clients that we pest management work for them. I will be in their yard talking about various things and point out: "you might want to have that pruned away from your house" and they will ask "can you recommend someone to do that". Yeah... I'll get you a quote!
2) they forgot the name of your company. If it has been a few years, that is understandable. I do almost no advertising... But if I did, it would just be for name recognition so people will remember who we are. I send Christmas cards to all of this year's clients... A friend pointed out it is probably even more important to send them the previous clients because those are the ones that need to be reminded that we are here to help with trees.
3) The new company was working at a neighbors, and it was a matter of convenience.


The only times I get frustrated with that is when really crappy work is being done.

 

[ATH]

I try not to think about it too much, but if the recently completed work is poorly done, I might drop by sometime and ask them if they know it might have been sub optimal for the tree. The new guy might have got the gig because he was willing to do the hard topping that you wouldn't do, or something like that.

I have had that happen in couple of times.. we did what I thought was a great job. But clearly they just wanted the tree topped so that's what they had done a couple of years later.

There was one lady I that explained the plan to her pretty clearly when I bid the tree. She came out and asked about topping when we started the work and I told her that's not what we were doing, explained why, and offered we could leave if that's what she really wanted. When we were done pruning the tree she told us that a tree fell on her sister's house in Florida during a hurricane last year so she would just really worried about this one... I explained why this was a low risk & what we did was best for the tree. She seemed happy and paid right away. It was topped HARD a year later.

I think the saying goes something like: "a mind convinced against its will is of the same opinion still". Some people let worry dominate their thoughts, and will not let reason in.

 

[Merle Nelson]

I've had it happen certain times that I thought they should have contacted me. It was far less frequent when my wife was more energized about the business and would send out well worded and sincere thank you cards. If I were committed to it dropping to near zero I would have that done and do seasonal postcard contacts that gave the client benefit and kept me top of mind.

My biggest loss in that regard in my opinion is our shared breaking down of loyalty in our society. People want x result and if someone is working around the corner and can get it done without thinking about it more or organizing one more meet up etc, fine.

 

[climbingmonkey24]

Underpromise / overdeliver. Customers usually remember this and will call you back even if you're not the cheapest quote.

Without sounding like I’m singing myself praise I’d like to think that’s exactly what I do with every job no matter how big or small. Although I don’t intentionally under promise. I just be as honest and clear cut as I can about what to expect and then try to go above and beyond to make sure they are happy with the work and their customer service experience.

 

[cory]

Ha great thread. I've had this happen a few times and it usually drove me nuts. When you 'break your back" for somebody and they appear fully satisfied and then later they show no loyalty, well let's just say it is confounding. Several times such people would call me the next time having work done bc apparently were unsatisfied with the previous value obtained elsewhere.

Sometimes I would contact the custy rather than stewing and ask if all was ok with our work last time. The response was always there was no problem but for some other reason they used someone else most recently.

I think ATH said it best:

I think there are a few ways this happened that don't indicate anything bad about you:....

 

[Serf Life]

Another outfit was working next door and did it day of. I didn't call them back fast enough (but they call us the following time which feels good). Or folks get mult quotes every time they need work, which is annoying but less of a dig.

 

[southsoundtree]

More than once, I've been to someone's home before them. I worked for the previous owners. But by chance, their trees got continuity of care.

Sometimes it's the same house, different owners.

 

[27RMT0N]

I try not to take it personally, but sure it can happen. Also, keep in mind that unless someone has never paid for tree work before, if they are a new customer to YOU, those people are also choosing you over whoever they had hired in the past so feel good about that.