Customer Help!!!

[76chevyman]

OK I got this in the mail today. I customer that has always been slow paying. And awhile back i posted that one of my account was already plowed this is the guy. I didnt charge him for when it was already plowed figure i would be nice for once. Then i get this in the mail he did send a check with the full amount but i am going to send him a letter in response. Anyinout would be great.
If you cant read the writting it says (ubove the fist part due mark) "I don't mind paying 40 for the drive but the 20 for 10 feet is a bit steep" meaning 10 feet of drive because there were cars there keeping me from plowing the rest, and in my contract it say im not responsiable for cars parked. nexted to the second past due mark "thats alot for one storm" meaning the $100 bill.
This storm was a 11'' storm and i charge by the inch as you can see. And when i plowed only the first 10 feet of drive he did call me latter and ask to plow the rest i said fine sence i was in the area and didnt charge him for the added visit, which is stated in my contract he signed that a added call would be a min charge of $50. Please any input would be great much thanks

Rich:burnout

[pbeering]

Assuming it's a good account worth salvaging, I'd send him a letter explaining what you have told us. Apologize for the confusion, explain that your truck isn't little, can't turn sideways, etc. and explain that you didn't nail him for the return visit to clean up.

You might also encourage him to park his fleet elsewhere so you can plow.

If the guy is a pain, fire him.

[76chevyman]

This is the letter i will be sending is it to harsh??
RICH'S SNOW PLOWING
P.O. Box 73
Norwalk, Ct 06856-0073
203-515-2349
s10rich@optonline.net


February 12, 2004


Dear customer,
I have received you check and invoice marked with concern. I truly understand were you are coming from; I myself pay to have my grandfather’s driveway done. I will give you my point of view. AS stated in your contract I charge by the inch. Why I do this? Because do to the added snow its a lot more wear and tear on my equipment, not including do to your gravel I have to keep my plow raised which is A LOT of added stress Which by all mean is not cheap to keep in operation.
The contract has inch increments stopping at 12”. Now when we get a 15’’-20’’ storm I don’t go to the customer saying give me more money, I have to eat it and loss money. Which is offer so my customers to get a price break so they don’t get a $300 bill. As stated in what you wrote in the invoice the $20 would have been charged either way if cars were there or not because at the 6’’-9’’ charge I only charge half so you the customer gets a little price break. Also if I remember right during that storm you called me asking to come back and I did with in the hour and plowed your whole driveway. Now as stated in the contract I could of charged you a minimum charge of $50, but I didn’t. Also during another storm I showed up to your driveway already done (without notice to me) I could of charged you for the plowing even though I didn’t do it, do to you didn’t give me notice and you have a contract with me.
I know you the customer have a choice of plowing contractors or want to be plowing contractors, which will plow your driveway for $10. Because they don’t have the expense of a business. You can choose to go with these so called contractors and enclosed is my business card because I know they wont last a full season before they can’t afford to repair there truck when it breaks.
I wish to keep you as a customer, but if you feel you will do better with another contractor by all mean give it a tri. If that makes you happy then I am happy because I beleave in customer service.
Sincerely, Richard Harper Jr.

[cat320]

Well after reading it It sounds like you stated all the points that needed to be stated.But what I have leared Is less is more amke it short and sweet.If you are writing when your ticked off nothing ever comes of it as I know because I caught miself writing a letter that was long and nasty .Not that yours was but like I said just make it short and to the piont.

[Mick]

Rich, I'd really suggest not giving such a long, detailed explanation. I was getting lost and I'm not even involved (as in emotionally). I'd make it real simple. This is how I explained it just two days ago when I told someone it would be $30 to plow about the same as you are talking about. My rate is high because of two things - 1) the distance I have to travel to get to your place and 2) the service that I give. When she said the other guy did it for $10 less I said "Yes, and you got what you paid for - that's why I'm here talking to you now in the middle of the season."

Keep it short and focused on their needs.

BTW I did get the account (actually even before I got there).

[slplow]

I would have chaged him full price ($40.) And my letter would state that is my minum price for that size drive way. I would also tell him you would be happy to call him before you come so he can move his cars. Like cat say's a short letter would be best.

[ih82plow]

Your letter has too much information in it. No responce is needed by you dont stir the pot to prove a point to some one Its business nothing personal.

Next time dont bill half, bill the full amount.Your there to plow the drive weather its the full drive or a car lenght less.

If I had the choice I would charge extra when cars a present they cause more work for me .

He is being petty and dont waiste your time with it.

[Mick]

Originally posted by ih82plow
Next time dont bill half, bill the full amount.Your there to plow the drive weather its the full drive or a car lenght less.

If I had the choice I would charge extra when cars a present they cause more work for me .

Yes, I forgot to make that point. I charge the same whether I clear the whole drive or just part. Like I said, my charge is based partly on how far I have to drive to get there. Pro-rating your charge only leads to petty bickering over what percentage of the place you actually plowed.

Regarding cars in the drive, I made a policy long ago. I do not plow where cars will be behind me. If there is a car in the drive, I do not plow beyond the point where the car is.

[Ohiosnow]

If it were me, I would nicely state to him to carefully reread his signed contact with me for snowplowing ;) that would be enough said for me :)

[JCurtis]

I would simply send him a letter with a copy of the contract with the areas of pricing and the terms and conditions highlighted in yellow.

Suggest that he not only read the copy but his copy of the signed contract as well so that he knows there is no deception on your part.

If he doesn't wish to pay you, you have two options as I see it. you can take him to small claims court, or you can just fire him as a customer.

Your choice.

Oh and by the way, whatever you decide to write in your letter, please use spellcheck and grammar check.... There is nothing worse that trying to look professional and having many words misspelled in a formal letter.

[urethane dino]

Yes I agree that you have way to much info in the letter. Also when you try and make other contractors look bad, it sheds the light poorly on you. A good rule of thumb is to never try and make yourself look better by dragging others down. Set yourelf apart on your own merits.
I would just kindly explain the reason you charged what you did, back it up with your contract, and the simply state that you want to keep them on board as a customer, but you expect full payment. If payment is not payed in full, let them know they are free to find another service provider.
Quite frankly its not worth your time to bicker with a customer like that. Just explain simply what you charged what you did, and move on if they dont agree.
Dino

[pbeering]

Try something like this:

Dear Mr. Customer,

I received your note concerning the plowing of your property on _____. As you know when we arrived at your property there were vehicles in the drive which made it impossible for us to plow the entire drive. We plowed the bottom portion to allow egress, and returned later to re-plow the drive at no charge. Typically this return visit would have resulted in another charge, but because we value you as a customer we did not charge for the second visit.

In the future it would be helpful if you parked vehicles (elsewhere, in front of the garage, in the yard, etc) so that a return visit isn't necessary.

Please call us at any time you have questions.

Love and lollipops,

Wonderful Snow removal contractor.