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uphappy customers

Discussion in 'Commercial Snow Removal' started by PTTP08, Feb 19, 2013.

  1. PTTP08

    PTTP08 Senior Member
    from mn
    Messages: 183

    I plow 10 Walgreens with 3 trucks and 1 kid for shoveling. I can finish the whole route in about 3 to 4 hours and thats including salting lots and walks. All the store managers seem satisfied with our service. Except one manager no matter what we do we cant meet her expectations. Its kinda of depressing sometimes to hear this every snow fall. I even had managers give our crew compliments and made it to the comment box on the job reports. What do you guys do with these kinda of customers? Even when I go in and get the report signed and ask the manager was our service satifactory they say yes and sign the report but every time it gets deferred. I make sure the guys spend extra time here to make this site spotless but still is not good enough depressing I tell ya. I am a stage 4 survivor I have learned life is to short to be mad at the world and the plow guys.
     
  2. Glenn Lawn Care

    Glenn Lawn Care Senior Member
    Messages: 552

    I plow with a guy who has 7 walgreens and they are always happy with our work. I take care of 3 by myself and the owner always gets calls about how good of a job I do.
     
  3. allseasons87

    allseasons87 Senior Member
    Messages: 813

    Some people can never be satisfied no matter what.
     
  4. TCLA

    TCLA 2000 Club Member
    Messages: 2,699

    I have a similar situation with one manager. We service all of this clients properties, and there are several of them in one particular area. They all receive the same high level of service....but this one particular manager is constantly criticizing the service, and complains about everything as if she just moved here from Florida.

    She makes no bones about pushing upper management to replace us with a contractor "friend of hers".

    They realize her agenda and give her little credibility on her noise. Maybe your problem manager has a similar agenda that she chooses not to share?
     
  5. MikeA5150

    MikeA5150 Member
    Messages: 57

    First off remember that if youre getting compliments from all the other store managers and you know yourself that the time and effort is being put in to do the property right, than just take her with a grain of salt. Shes probably just negative with life in general (unless you beat out her husband for the contract) and you may not be able to ever make her happy. Just for the sake of the contract, kiss her butt a little and chances are she'll be transfered soon anyway.
     
  6. JB1

    JB1 Senior Member
    Messages: 178

    she could just be unhappy in her life and just needs to get laid.
     
  7. scott3430

    scott3430 PlowSite.com Addict
    Messages: 1,005

    Some customers are NEVER happy with any work done by contractors they hire. They can suck the joy right out of a good day of work. :dizzy:
     
  8. Raymond S.

    Raymond S. Senior Member
    Messages: 513

    Tell her you get your prescriptions at CVS. :)
     
  9. PTTP08

    PTTP08 Senior Member
    from mn
    Messages: 183

    That is possible. My crew says the same thing and I quote take one for the team buddy. I would but geeze I would need at least a case and bottle and I dont even drink anymore I havent since my first chemo over a year ago.:)
     
  10. Bossman 92

    Bossman 92 PlowSite.com Addict
    Messages: 1,770

    I have a property that we service without complaints from the PM. The manager of the account on the other hand is a real negative person and looks for any excuse to complain. She looks for any excuse to bi*** like "they plowed everything but the entrance" but it was plowed untill the city truck came thru or they piled too much snow at the end of the lot. That sort of crap. Anyway we found if you (and I know sometimes it sucks) stop in and tell her what you plan to do for a paticular storm or stop and ask if there is anything else you can do for her they quit :realmad:.

    I know it's BS but they often feel that they are not often heard and their opinion doesnt matter and thats their way of voicing their opinion. ****** as it is it's part of the game.


    Good Luck :salute:
     
  11. JTVLandscaping

    JTVLandscaping Senior Member
    Messages: 860

    Alright, Alright...I'll do it, I have low standards anyway
     
  12. JTVLandscaping

    JTVLandscaping Senior Member
    Messages: 860

    I'll take care her on my way out to Mn. Gonna be a busy weekend!
     
  13. Buswell Forest

    Buswell Forest PlowSite.com Addict
    from NH
    Messages: 1,668

    I have one too. Not even the contact for the job, just one of the people in the co., but never happy..always something could have been done better or sooner or different. Have a real dark dislike for them now...someday I will tell them what I think.
     
  14. bln

    bln Senior Member
    Messages: 767

    I had one like this, she was never happy. Always called and complained about nothing, chunks of snow would fall off a car and that meant we didn't plow or salt the lot. One day I had enough and I didn't answer her call and I let it go to voicemail. I called the property owner and he met at the property. I called her back from their parking lot with the owner sitting next to me so he could hear. You should of seen the look on her face as we entered the store together. He fired her on the spot and made her apologize to me. Not what I wanted to happen but I had a hard time wiping the ear to ear grin off my face.
     
  15. Bossman 92

    Bossman 92 PlowSite.com Addict
    Messages: 1,770

    It may take 2 of you.....IF...... you get my drift! :laughing:
     
  16. Bossman 92

    Bossman 92 PlowSite.com Addict
    Messages: 1,770

    Thumbs Up Good for you. It sometimes makes you wonder doesnt it
     
  17. thelettuceman

    thelettuceman PlowSite.com Addict
    Messages: 1,216

    I would go into her drugstore as a customer (buy something and keep complaining) and act towards her the same way she does to you. Let her know why you are doing this and you won't stop your behavior until she does.
     
  18. fms

    fms Senior Member
    from Maine
    Messages: 209

    I know that I have an obligation to try and turn around my most cantankerous client. That being said, sometimes I need to get one of my guys to become the face of the company with a client. Some people just don't like me and I won't make them happy. Sometimes the cantankerous client likes dealing with someone else from the company. And sometimes you can't fix miserable. Valium and martinis.
     
  19. abbottfarm

    abbottfarm Senior Member
    from Maine
    Messages: 108

    I had one store manager that would call me and complain all the time, on top of chasing my guys down in the parking lot to tell them how to do there job...after a while, I went and serviced the store for a storm, before I even dropped the plow I went inside, asked to speak to him and then asked him to come ride with me while I plowed. Mind you this is a busy store with a moderate size parking lot, that is always at least 1/2 full during the day. Needless to say, after he rode with me for 20 minutes while dodging cars and people his attitude changed and realized that in the middle of the day while the storm is still happening the parking lot is not going to be perfect. Have not gotten any calls from him since that day.
     
  20. SnoDaddy

    SnoDaddy Senior Member
    from ohio
    Messages: 138

    eventually you'll lose it if she pushes hard enough. had it happen 2 me on my biggest contract a few years back. was blessing in disguise after it was all said & done but i was p$Sd