Unhappy customer

Any advice on the following would be gratefully received...

I have a customer who I believe to have unrealistic expectations of his garden. As a team, in the Autumn and Winter we have provide a tidy-up/semi restoration service in a garden that has been poorly cared for over the years. With lots of pruning out of dead wood and many perennial weeds now showing there faces. I did some pruning work I considered essential to reinvigorate a plant and planted a number of perennials. The client feels that the plants are of poor condition, wants them removing and has indicated he would like a refund. The client also has a dog and children and I am confident they have significantly contributed to the poor performance of the plants. On each return I have fond plants out of the ground or snapped. Unfortunately I didn't take an photos as I just wanted to get on and put them back in the ground. The plants have been fed and sprayed for potential pest problems.

I am really not sure how to proceed as he has ask me not to care for his garden anymore and has indicated he would like a refund on the plants in question.

"Is this an isolated stretch of privet Clive or all the privet in general ?
Worrying if it's all the local privet , I know of flourishing privet over 70 years old .
Do you know when the affected privet was last pruned , I am thinking is it stressed…"

"I would agree with Peter's suggestion of Grisilinia. I have some in a mixed shrub hedge, and it makes an excellent hedge. It's quite fast growing, but upright in growth as well, meaning that it keeps its shape well without too much side shoots…"

"Suspect Honey Fungus its highly susceptible and before retirement a few months ago we were seeing a lot of it, whether the weather has suited it and hence the increase?
As to replacement I would not use Photinia it has a rather open habit and does…"

Comments

PRO

Phil Voice May 20, 2015 at 8:58am

Hi Emma

If you are sure of your position then just stick your ground.

Write a polite letter explaining your thoughts whilst also telling your client that you will not be making a refund.
PRO

Gary RK May 20, 2015 at 9:45am

Agree. You're the expert. Stand your ground and explain your reasoning. Unfortunately some clients are unaware of the issues in their garden and the effects of their usage on it.

If the relationship has totally broken down, professionally 'resign', put it down to experience and move on and gain another client.

For the future, be clear about your plans/services, ensure you have T&Cs, walk the garden with client if available so they can not later claim ignorance and as you say photo document it. With access to our mobiles, that is one aspect that has saved us multiple times - a picture is worth a thousand words - its shows, it documents, it timestamps any situation you want.