Video Transcript

00:00
mike callahan back with a quick video i
00:02
had a question submitted as it’s getting
00:04
time
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into the year where people are skipping
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services so some of the areas of the
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country
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uh extreme heat waves slash drought and
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a lot of the lawns are starting to slow
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down and become dormant in some areas so
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question was how do i go out and handle
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skips um
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basically uh sent in by the client so
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what we did in my company is we actually
00:24
created a
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terms of service so it doesn’t
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necessarily have to be a contract but
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what it does is spells out that
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any cancellated or canceled service
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or skipped within 24 hours of the actual
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scheduled day
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was a 50 charge so if the client calls
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and says hey skip the lawn this week
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it’s burned out it’s dry doesn’t need to
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be cut
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we would charge 50 of the cut so if it
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was a 50 cut we would charge the
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customer 25
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now you may ask how did you do that how
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did you get away with that well
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it was simple we didn’t over book our
00:54
schedules and it was up front in the
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estimate so
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basically anytime you skipped your
00:58
service if it was within 24 hours
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prior to the scheduled day it was a 50
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cut that way allowed us not to over book
01:05
our schedules
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do a quality job and keep that spot
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reserved
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in the schedule for the client now if
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they canceled or skipped
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when we showed up to the house or before
01:15
the 24-hour period it was 100
01:17
charge so if we went out and dispatched
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those crews and they’re on their way or
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the guys were counting on those hours
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we needed to be fair to the guys and
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girls on those crews so we would charge
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100
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of the cut even if they skipped it uh in
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the early days we would make judgment
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calls on lawn mowing so if it looked
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burned out we would skip it but the
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problem was
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when we did that sometimes we were all
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the way across town only for one day
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and as we skipped i think we’re doing
01:42
the client a um
01:43
a good basically let’s say they had a
01:46
graduation party here as we’re getting
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into graduation season maybe they didn’t
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care
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if the lawn really didn’t need to be cut
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or not they wanted it really cleaned up
01:52
and manicured for the party
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so we’d have to pay the crew to drive
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all the way across town again for that
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one lawn to get into shape for that
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party and come all the way back so
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what we did is we left the cancellation
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or skip request up to the client
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prior to 24 hours was it 50 charge based
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on
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um what they were paying so 50 cut
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they’d pay us 25 bucks that would cover
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a fixed and variable cost
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and a minimum profit margin since we
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weren’t allocating that extra overhead
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out there
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and we did not make the decision for
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them they had to do it in either writing
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or an email
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uh text was fine in the office with two
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of texting and if they did it prior to
02:28
the mowing uh
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24 hours or less we charged 100 of the
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mowings that 50 mowing would be billed
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out at 50 bucks
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but we did this and we were able to do
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this and be one of the first people in
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our market to really
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do this with any success is we
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communicated and showed the benefit of
02:41
what’s in it for them why paying the 50
02:45
for the mowing was actually a benefit
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and not a negative and that was the fact
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that we didn’t overbook our schedules we
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did quality work and that saved their
02:51
spot
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in the schedule for that season and the
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upcoming season unless they changed
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their minds so that gave them the
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security of
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a professional that wasn’t rushed and
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they had their vip
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reserve spot in the schedule so
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hopefully that helps answer that
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question how to handle skip
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cancellations
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from your client base during the drought
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season and the heavy stress season of
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the lawns that’s coming in right now
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in most of the parts of the u.s and
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canada callahan’s corner you ask the
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questions we have some live right here
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on facebook any comments questions
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please drop below and i’ll be back again
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tomorrow with another pre-submitted
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question