The 'Can You Just Do This?' Customer

This is the client who always wants you to do small extra services without wanting to pay extra for them . Over time, these "little things" begin to accumulate. And this is probably one of the most common problems you will encounter at many facilities. Here's how to deal with it . You should have a work plan that clearly defines what exactly you need to accomplish. So, before you stick a shovel in the ground for the first time, your scope of work should clearly outline everything. Your client confirms that he has the same scope of work that he has read , identified and seen. And this protects you so that there are no “ifs,” “ buts,” or guesswork about what should be done and what shouldn’t. This is what can happen, especially if you have an incredible team that knows that customer satisfaction is above all else. The client will understand that you as the boss are the final authority and may try to bypass you. They may start contacting your team directly, especially on large projects or landscape work. They may start asking your team to do something extra “just because.” Oh, hey, can you do this, or hey, can you do that? And your team, without knowing numbers and not having the same business mindset as you, can go along with it because they are more focused on service. And never scold your team for focusing on customer service, because that's a big mistake. Your team, in trying to make the customer happy, is definitely doing their job right. If they say "no" or do something like that, that's not what they should be doing. They should just pass this message on to you, the boss. So, if a customer approaches a member of your team and asks for something additional, they simply say, “Well, that’s a question for the boss. We have to discuss this with the boss." Don't force your employee to refer to the scope of work. Don't hold the employee responsible for such things. Remove this burden from the employees, because you are the owner, you are the boss, you are the one who controls the work. In fact, it is you who should make the decisions and do the hard work—personally communicating with the client and making arrangements to do what is planned, without doing anything extra without payment. Next is number three. Number three