Sometimes in the Fall when the grass isn’t growing as fast, or the wind just blew a pile of leaves down 5 minutes after your guys did a leaf cleanup a customer might ask you to prove that you were there. Your knee jerk reaction might be, “Fine; you’re fired!” However, if you get this question too often, you could end up without any customers. There might be an easier way.
Here are some ways our lawn company customers were abler to prove they were there:
Brandon recommends leaving service tags at the site:
“We leave service tags door hangers printed from NEBS. They are relatively inexpensive. We leave them with each service we provide and find that the communication works very well. We originally started with just leaf removal because of the same problem you are having. However, it worked so well and no disputes that we implemented it with every service as company policy. This way, the client is used to our policy of leaving a service tag behind, and the guys are used to it as well.
Let them know that we leave the service tags to protect the company, client and employees as a tool for communicating what we did on what date etc. Lets be realistic and realize that some do end up blowing away, falling off or being lost but for the most part many people comment on how nice it was to have a receipt and know what was performed on what day.”
Judy uses a carbonless visitation slip to prove that they have done the work:
“We have a 2-part carbonless visitation slip . One is left with the client, and the other gets stapled to the route sheet. If a client does call to question whether we were there or not – we can provide a copy of the visitation slip for them. This has worked in most cases.”
Glenn claims that all you need is CLIP:
“The best defense against the you-weren’t-here syndrome is CLIP. Nothing impresses a customer more than to be able to tell them the date, the time, and the people who were on their site. Usually, just producing this information from CLIP staves off complaints.”
Ted has a new idea of how to take door hanger service slips a step farther:
“I know a guy who uses door hangers in a weird way. He has printed on all of them “return this door hanger with payment and receive 2% off next visit” He says no one fails to “not get a door hanger.” He says “giving away” 2 percent brings him greater return than not getting paid for “disputed” visits and if they don’t pay the bill by a certain time a 2% coupon is no good, so he says he gets paid quicker too.”
So next time your customer calls you complaining that you weren’t there, remember that CLIP is your proof. You can use door hangers, coupons, and notes left on the site as proof as well.