Have you ever pulled up to a job, ready to work, only to have the customer cancel as you're setting up? It's frustrating, but there are ways to handle this professionally without losing time or money.
Steps to Take When a Customer Cancels On-Site
Document Everything:
Always take a before photo when you arrive. This serves as proof that you were on the property ready to work.
If the customer cancels after you've started, take an after photo to document how much work was completed.
Confirm Before Starting:
To avoid this scenario, it’s a good practice to send a confirmation text or call your customer when you arrive. This ensures they are still expecting your services for the day.
Handling the Cancellation:
If a customer cancels while you're on-site, politely ask them to confirm the cancellation in writing (via text or email) so you have a record.
Discuss any fees that may apply for the time and resources you've already expended. Some landscapers have a cancellation fee if not notified in advance.
Future Precautions:
For future appointments, consider sending a reminder a few days in advance. This can prevent last-minute cancellations as it gives the customer time to confirm or reschedule.
Legal and Ethical Considerations:
While it might be tempting to pursue legal action or report the incident as theft of service, consider the long-term relationship and reputation aspects. Often, a conversation can solve more than conflict.
Always be professional. If the situation isn't resolved to your satisfaction, it may be best to part ways amicably.
Need Further Assistance?
If you're experiencing repeated cancellation issues or need advice on setting up a cancellation policy, GreenPal is here to help. Visit our help center for more guidance and to ensure you’re covered in any situation.