B & G Irrigation & Landscaping

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When I initially talked to this customer she made it very clear that there was no rush and that any day during the week after 4:00 would be fine. I tried to set an appointment and she said that it was not necessary as long as I could give her an estimate sometime during the week. The following day I put her in my schedule and was planning on doing the estimate. This would have been less than 24 hrs from her initial phone call. Do to the weather (rain) that afternoon I cancelled my plans and was not able to complete the estimate. I did not feel that it was necessary to contact the customer due to the fact that her and I had never set a day or time. I set appointments to avoid these problems but the customer did not want to set an exact day and time. I then spoke to the customer and scheduled an exact appointment for later that week. She scheduled the appointment for Thursday. She said that anytime before 5:00 would be fine. I did not understand this considering that she originally told me any day after 4:00 would be fine. Regardless of her inconsistencies I agreed to meet her and give her an estimate. When I arrived with my irrigation technician and went over all of the work to be completed Member was very pleased with our ideas and and happy with our pricing. From everything that had taken place up to this point I could tell that she was going to be a difficult customer to work with. In order to try an offset her terrible attitude I scheduled for the work to be done immediately. I ordered all of her parts that day and told her that we would be there the following day "in the afternoon". She was happy and content with this. The following day as we were headed to her house she called and said that she was no longer interested in the work to be completed. I had already spent the money on parts and was in route to her house when she cancelled. When I asked her why, she simply stated that I wasn't there when I was supposed to be. I explained to her that the 'afternoon' means the afternoon and the there was no time set. The customer then began to curse and yell through the telephone. After she hung the phone up I wrote her a long letter trying to understand her thought process and why that it was okay for her to treat people like this. The customer did not respond to my letter but obviously felt that it was appropriate to post her feelings on Angie's List & YP.com. Since my experience with the customer I have spoken to another company that has dealt with her and they too informed me of her disrespectful attitude and language. I have a very good reputation in our community and I always give my customer the utmost respect. I am in the service industry and there is nothing more important in my line of work than my customers. I take it personally when people aren't happy with me but there is nothing that I can do to help someone of this customer's nature. I am sorry for how everything turned out with her and my company but I tried everything that I could to get through to her and help her with her irrigation problem. There are some people that no matter what you do they will never be happy. Member is one of these people.