Calming Collateral Aggravation

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treeseer

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Blinky--Chip--broke a fence Saturday, dropped a limb on it. Today while he fixed it (a 1st class job btw--better than before), I went up on their roof and blew the gutters clean. this is arborist work, because it puts tree debris back to the ground where the tree roots can use it, completing the cycle. I kinda like doing it because i get a whole new view of the neighborhood, and it's fast and easy for me but a pita for homeoners

Anyway, the client was very grateful for this act, and may now remember us as the guys who cleaned her gutters more than the guys who broke her fence.

On our next job, I split the top of a little loquat tree. :( I used vinyl tape to reattach it, and asked them to call me next August to check up on it n/c.

When you caused collateral damage (hey, stuff happens), what did you do to diminish your client's aggravation?
 
elmnut said:
Admit you were responsible, then fix it as fast as possible.
Nothing extra? Fixing the damage is one thing; I'm talking about fixing their aggravation by doing something extra.
 
Last week I put half a main lead of a pecan on a fence and nicked a shed, the neighbors at that!! Spent sunday fencing and playing carpenter, everybody is happy now. Just suck it up, your name is on the job so it is your responsibility to fix the mishaps when they happen.
 
You are right, clients will remember the extra effort and service. It would go a long way if we all practiced random acts of kindness especially before something was broken. I'll give it a try!
 
The first that comes to mind for me is a guy working with me backed over a dogwood kind of in some woods. Even though we got paid anyway, I dug one up and planted it for them in the original spot. They've been great customers ever since. 14 years.
 
I report the damage, immediately, to the client. We dinged a roof on a corrugated metal storage shed, last week, and I knocked on the client's door within the first minute. She was very nice about it and remarked that she really admired my honesty. We fixed the roof with a block and hammer, caulked and put three self-tappers in the damaged area, then water checked it with a hose. No leaks after ten minutes. It looked as good as new. The client called me the next day and told me to put her down as a reference. Cool!

In other cases, I have done the same thing: Immediate report to the client and a plan to remedy any problems caused. So far, no unhappy clients.

I can imagine that one of these days something BIG might happen that I can't fix. Then my insurance will have to cough up some dough. Until then, I carry a small fence repair kit, a minor roofing repair kit, and a few odds and ends that allow me to tweak minor dings.

As far as the "extra" stuff, I don't know. I just try to be honest and understanding with clients who have concerns. They appreciate it, and I get their repeat business. I do send cards, calendars and pens, FWIW, around the holiday season. They seem to be appreciated.
 
The other Saturday I removed this loblolly pine. When I was limbing the tree my ground guy did not pull one of the limbs in order to keep it from hitting the well house.Well some of the shingles got damaged, so I came back the next day and replaced them. The roof on the well house was already rotten and needed to be replaced. But I fixed it anyway ,I like to leave a job in good standing with my customers. I believe this will help me down the road refferals etc...
 
Little story, slightly off topic.

When I was fairly new to the business and was a new foreman on a crew for a small company, I busted a window on an enclosed porch. It was the end of the day on a Friday and I was doing a small removal next to the porch. I was rushing and letting stuff fly instead of lowering because we wanted to get out of there. A piece landed tip first and sprang back into the window. It was actually the plexiglass on the bottom panel of the porch door and it was really old, discolored and brittle. I told the homeowner right away, apologized, and said that we'd take care of it. We covered it with some plastic for the night and headed back to the shop.

Back at the shop, I told the company owner about it and said I'd pick up a piece of plexiglass in the morning and go put it in on my own time. I felt pretty bad about it because I knew I'd screwed up by being lazy. The owner said that he had a good friend with a glass shop and that he'd have the glass guy take care of it but that I'd have to pay for it. I would have rather done it myself but hey...

Monday morning, I walk into the shop and the owner hands me a bill from the glass guy for something like $250. I went nuts, after all it was like a 3' x 2' piece of plexiglass! When I calmed down, he proceeded to explain to me that even though I handled it the right way, maybe I ought to be a bit more careful. Then he asked me to give him the glass guy's bill back. He ripped up the bill, started laughing, and told me, as he walked away, that I owed him a case of Heineken to replace the one he gave the glass guy!

I picked up the beer after work that night and never forgot the lesson.

:cheers:

Ben
 
You gota do the right thing or imo your just whatever color trash you are. You guys dont know how it pleases me to know people are out there who will do the right thing. Too many think its the homeowners worry for having tree work performed to start with. Do the right thing and sleep well.
 
Better off just letting the customer know along with your boss and fixing it. If you don't it will only come back to haunt you one day or another.

But sometimes breaking things is a good thing. Couple of years ago our bucket operator dropped a log on a roof and it went right through being the roof was in such horrible condition. The homeowner didn't care about the damage, but was just happy that we discover that she had a bad roof and she should have it replaced.
 
I dented 3 pieces of aluminum siding on a shed one time. I told the guy just to get an estimate and i'd take care of it. When he sent me the bill it was for 8 side panels, 3 or 4 roof panels, 3 corner trims, door trim, weather striping, screws, caulk, $400 labor.... Anyway the bill was almost $800 but the dents probably could have been popped out from the inside. What can you do? I mumbled a few obscenities to myself, wrote the man a check, and told him to have a nice day. You Have to stand behind your words.
 
Did a job today for a "customer" for dirt cheap... I mean barely covered the labor. Sure enough the ground guy was kind enough to let a big log slam into the side of the house twice. They said not to worry about it, seeing as how it was a small scuff in the siding for one hit, and the other was a small dent in some aluminum. The guy is a contractor anyways.
 
I tried to say sorry and buy em a beer but they just got all upset. :mad:
emergency_damage_2.jpg


Just kidding. lol :biggrinbounce2: I use foam.
 
I once heard of a Lebanese Tree Business dropping a full tree onto a power transformer, melted the transformer to the ground and blew the WHOLE DISTRICTS power probably about 50km radius... Everything on the circuit blew. To this day i'd still like to see the bill from Integral(Power Company) for him and his damage.

Lol imagine doing a little collateral for that damage:dizzy:
 
woodchux said:
I dented 3 pieces of aluminum siding on a shed one time. I told the guy just to get an estimate and i'd take care of it. When he sent me the bill it was for 8 side panels, 3 or 4 roof panels, 3 corner trims, door trim, weather striping, screws, caulk, $400 labor.... Anyway the bill was almost $800 but the dents probably could have been popped out from the inside. What can you do? I mumbled a few obscenities to myself, wrote the man a check, and told him to have a nice day. You Have to stand behind your words.

What you can do is be proactive: Tell the client immediately about the damage and give him/her your repair plan. If you tell them to send you a repair bill you will be royally reamed, as you found out.
 
Ekka said:
I tried to say sorry and buy em a beer but they just got all upset. :mad:
emergency_damage_2.jpg


Just kidding. lol :biggrinbounce2: I use foam.

Never liked the stuff. It always irritated Mr. Johnson!:hmm3grin2orange:
 
First thing, if damage occurs and if its early enough in the job, pack up quick and go to the next street over and start knocking on doors for more work. Have different magnetic signs on your truck and change them frequently. Send a bill anyway, you never know.

When starting a job, try to break obviously breakable things when you arrive and claim it must have happened that night. Carry a big piece of deadwood in your jacket to plant on site to help with the cover story.

Most houses are white,Use body filler and white spraypaint to cover up damage. using this paint is often quicker than cleaning and area of house that has green stains from dragging branches. If the client is older, dont worry about a colour match, just spray a fine mist on there glasses, they wont see jack!

A kids watercolour paint set will cover a large range of colours to hide a large variety of damage.

Try to do jobs when neighbours arent home and where there are fences at least 5 feet high. this way you can just throw all debris over on the neighbours side out of sight and still get your check (or better cash!), and if you wreck the neighbours toolshed they wont know for hours! Go back a week later (with different company name) and ask the neighbour if they have any debris they would like removed and mulched. If so just throw the stuff back over the fence!

salvation army clothing bins are great for getting rid of wood and root matter you dont want.

Dirt can make all damage look old, use it frequently and well.

If you damage something thats movable, throw it in the back of the truck and claim it must have been stolen. If its fixable, fix it and take it back to them saying you brought them another or claim you had to fight 6 hells angels to get it back. Or sell it on ebay and say it got damaged by falling space shuttle debris.

If they have a pet, nab it and lock it up in the toolboxes of the truck, bring it back a month later to claim any reward that should rightly be paid to you. Dont forget to feed the pet, youll get better reward if its not dead.

If you accidently kill a neighbours pet with a falling branch, either chip ALL evidence or get your crew of guys to jack up a neighbours car, put said pet under the wheel and lower car. If its a dog, consider using it at your next job with clients car, claiming its your dog. Cry if possible.

Claim your company is the Christian Arboricultural Specialist Healers or something of the kind, CASH for short on all checks of course. Anything that goes wrong, claim god told you to do it and all unbelievers will feel his wrath.

Cut all stumps really low and then cover area with mulch, claim you stump ground them.

If asked for a planting plan or landscaping, find a nearby neighbour with a nice place and just "borrow" there garden. Dont worry about digging small trees and shrubs, just cut low, sharpen end and stick in ground. It only has to last as long as the cheque clears. Go to neighbour the next day and claim you can redo what they have lost for half what it originally cost, take the plants back and stick em in the ground.

Lots of ladders, especially big ones are a sign of excellence and professionalism, and they dont cost as much as harness and ropes, and require less set up time.

Blowtorches can make things look like freak lightning damage

If stuck with alot of wood on a job, call the local drug enforcement agency and claim theres is a kilo of heroine in a peice of wood on the property. They will take all the wood away to find it back at there base!

Seriously dead trees shouldnt be messed with, arrange to do it when owner is away. Spray tree in gasoline and set light to it. Removal without dragging! If people come around claim it to be like moses and the burning bush, sell tickets and souvenier bits of mulch the look like Jesus. Tell them only believers can see the obvious simularity

Keep what looks like a suicide bombers bomb vest in the truck, should you kill a client on the job, put the vest on him or her and claim he was about to blow up something. If he happens to look anything like Osama bin laden, try to claim the reward, same if it looks like hillary clinton.

If they damage is to great and you cant get away, get one of your ground crew to sneakily set fire to the clients car, this will act as a good distraction and make any damage they were once concerned about seem minor. charge extra for helping to put it out. Dont leave pet under wheel in this case, as you wont be able to use it later.
 

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