letter received today from recent client

[priest]

Thought you all might appreciate this letter, received by me today, from a recent client. I'm not even going to take the time to tell you my side of the story (and trust me, my side is very, very different) or my opinions of the situation/client. Only the letter, verbatum, with exclusions of specific names and numbers.

"Dear (me),

The owner of (a different Tree Service from out-of-town) looked at the pecan tree in my backyard.

He said there would be no trouble in cutting the branch overhanging the roof in the middle. He would use a 30' ladder. A rope would be tied around the trunk below the cut and then tied to the branch to be removed leaving some 6' rope slack. The severed branch would drop some 6' after which it could be guided to the ground. The electric line must be disconnected by the city before the branch could be cut.

When you trimmed the tree we were not around. You changed your mind and said it was not possible to cut the branch in the middle and returned $25 to compensate for leaving it . . . possibly to break and fall on the roof. This is hardly sufficient for not carrying out the requirements of the contract.

If you want to verify how the branch could be cut you could call (other tree guy's name). His cell phone is (***) ***-****. His home phone is (***) ***-****.

By completing the job as per the original estimate you could honor your original contract. I'll be glad to return the $25 . . . and you might have learned something about future estimates, tree cutting skills, and honoring a contract.

Dead branches are still falling. I'm obligated to purchase an electric branch cutter at $120 to cut the dead branches you missed.

Sincere regards,

Client X's signature

Client X
Client X's address and phone #"

End of letter.

And I was having such a good day today too.

 

[TimberMcPherson]

What? You dont have a 30 foot ladder? What kind of arborist are you, I bet you dont even do lawns, landscaping, windows and painting as part of your services. It will be fine to cut the branch half way and it definately wont hit the roof, trust me because god told me so.

Classic letter from a classic client.

Good luck with that!

 

[treeseer]

You might want to get back over there and finish pruning that tree. Leaving an unpruned pecan branch over the guy's roof does not sound like a good idea. Reducing sprawling pecan branches is standard care. I like to stand on the roof and use the huayuchi. If you cannot find a good lateral to cut to then the whole branch may have to go.

If all you returned was $25, then you may have been priced too low to start with.

A picture may illustrate why you changed your mind.

 

[M.D. Vaden]

So what exactly is the point?

Something about the way the rope will be tied-off sounds hokey.

The 30' ladder is up for grabs - ladders can be secured and made more stable than a painter's against a house.

Or, the ladder can equal disaster.

Like Treeseer wrote, a picture would be interesting to see.

If you didn't remove more of a limb, what exactly set your limits? Did you need more time, additional equipment, etc.?

It's surprising that the homeowner supplied the other company's name and number.

 

[juststumps]

looks like you have an EX CUSTOMER....... why couldn't you take the offending limb out ????

 

[priest]

No, I've got the situation under control. The proposal was for reducing the limb. The guy wanted it "wacked off" half way, which would leave no foliage on the limb. I told him that the options were to reduce it by cutting laterals or to remove the entire limb. He and his wife agreed to reduce it, and that is what the proposal states. He would not agree to remove it because it is almost resting on his concrete igloo storage shed. He uses it to climb atop the shed for whatever reason. This individual is basically a complete nut job. He has apparently developed this conspiracy theory that I backed out on the proposed "wacking off half way" of the limb. The truth is that I proposed to remove what I could from the roof with my Stihl pole saw. I reduced the limb as much as possible, but because there were a couple of small limbs that I intended to remove that were out of reach, I reduced the price by $25. The limb is barely overhanging the roof and is not a major threat, but still should be removed entirely, as I recommended. This was just part of the job, and his wife was very pleased with the work. I am pretty positive she knows nothing of his rude and uninformed letter. The real disagreement is between him and his wife.
The reason I posted the letter is for the dark humor of the situation with the other tree guy's proposed plan and the client's diehard acceptance of that over the tree work that I performed.
This man is bitter at the world, and very rude in general (mumbles under his breath constantly, etc). Both cars in the clients driveway are plastered with bumper stickers griping about every political and social issue imaginable. In the future, I will take that as a sign to approach an estimate with caution. As far as him being an ex-customer, I hope that is the case.
Thanks for your responses.

 

[reachtreeservi]

[QUOTE Both cars in the clients driveway are plastered with bumper stickers griping about every political and social issue imaginable. In the future, I will take that as a sign to approach an estimate with caution. As far as him being an ex-customer, I hope that is the case.
Thanks for your responses.[/QUOTE]

Pay me enough, and I can deal with anyone...
Trouble is they never pay me enough...
Sometimes the best customer is the one that never calls back.....

 

[treeseer]

The proposal was for reducing the limb. ... I reduced the limb as much as possible, but because there were a couple of small limbs that I intended to remove that were out of reach, I reduced the price by $25.

So the proposal did not include deadwooding?

A stihl polesaw--is that a power pruner? not much reach on those is there? Time to buy a huayuchi so you can reach 20'+ and do what you contract to do.
If you did not complete the agreed reduction you did not ease his concern and you are lucky to be paid anything at all. Why didn't you climb the tree to get the branches you said you would get?
Or better yet deal more with the saner member of the couple wherever possible, and sell the care that the tree needs. Not always easy or possible I know. But with all the other signs you noted yes that job was trouble from the start. I just hope he does not report you to the BBB!

 

[priest]

I'm not going to keep beating this thing to death. I may go back and reduce the limb further just to shut this guy up. I would have reduced it more at the time, but, like I said, they were all right with it then.

I am interested in the hayauchi pruner, however, Treeseer. I found it on the sherrill site with 21 ft of reach for $212. You are apparently happy with yours. Have you had success with the locking mechanism?

I bought a Stihl brand one just at our local dealer that turned out to be junk. The locking mechanisms failed within 2 weeks. I drilled holes through it and put bolts with wingnuts on to hold it together. It doesn't really cut that well either. We only use it occasionally.

With the hayauchi, are you able to undercut medium-sized limbs first to keep them from ripping, or do you use that sharpened base to score it as they advertise on the sherrill site?

Thanks

 

[treeseer]

The scoring thing works sometimes. 3-cut branch removal is needed when undercutting is tricky. It is not a tool for fine pruning but is great at tip work on big spreading trees.

The locking mechanism is holding up well, under some hard use.