March Issue Extra: Avoiding Conflicts with Customers

Being upfront with costs and service charges will spark discussion immediately, rather than after the service has been completed.

Kristin Mohn

Published March 08, 2002

Many stressful customer complaints revolve around pricing. Being upfront with costs and service charges will spark discussion immediately, rather than after the service has been completed.

Scape-Abilities, Mountainside, N.J., utilizes a concise proposal form that foremen can easily fill out for each job. The form lists certifications and licensing qualifications, in addition to service details, so customers know exactly what they are paying for.

“Then, in advance, we can thwart any complaints about pricing,” noted David Ruckman, project manager. “It’s a pre-qualifying step, because when people are asking us to drop our prices, we can say, ‘We don’t want to deal with you because we have non-negotiable prices.’”

Scape-Abilities Landscape Contractors PROPOSAL FORM

    To:
    Date:
    Phone:
    Alternate Phone:
    Proposed by:

    The following is an outline of the proposed maintenance services that we can provide for you:

  • Weekly mowing, trimming and blowing off of the walkways, patios, driveways, etc. Service runs from early April to early December.
    • $
  • Leaf removal – removal of the leaves from the grass areas in addition to the weekly mowing charge.
    For October $
    For November/December $

  • Spring clean-up – removal of leaves and debris from all lawn and bed areas. $

  • Chemical program for the year includes the following:
    Crabgrass preemergent – one application before April 10 $
    Lawn fertilizing – four applications yearly (June, Sept., Oct., Nov.) $
    Liming – once yearly (Nov.) $
    Weed control – approx. two applications yearly (Sept., Oct.) $
    Insect control – grub preventative – once yearly (mid-summer) $

    Billings for the services rendered are at the end of each month and due upon receipt.
    All of our employees are covered under Workmen’s Compensation and our insurance is comprehensive.
    We are a full-service landscape company. Ask us for quotes on seeding, mulching, plantings, pruning, etc. Learn more at www.scape-abilities.com.

    Please contact us if you would like to schedule a start date, or if you have any questions regarding the services that we have outlined for you.

    Acceptance of Proposal: The above prices, specifications and conditions are satisfactory and are hereby accepted. You are authorized to do the work as specified. Payment will be made as outlined above.

    Customer signature __________________________________ Date _____________


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