This is a pic of the stoop where I had one of my most harrowing moments.

It was one of those things where I was nearly completely out of my skin.
I was so scared.

Here’s the story:

I screwed up. Like really badly. There were a bunch of factors that didn’t make anything easy. The normal stuff; drought, bad hiring, poor management… all leading to unpredictable staff.. Long story short; sh*t was hitting the fan. I had a LOT of work (good problems?) but lawns weren’t getting cut fast enough and we were far behind schedule. Phones, voicemails, and emails weren’t being answered. I was working my butt off in the field and things were starting to fall apart.

Enter this guy. He was pissed. (Rightfully.) He had unanswered questions about when we’d be there and had started to resorting to spamming our social media. His comments would bring tears to my eyes as I deleted them in bed after 15 hour days of mowing, trying to keep the company alive.

Was I handling this the best way? Not likely. Actually, let me put that down as a big no.

Plain and simple I was completely overwhelmed and thinking that as long as the fn’ lawns got cut, somehow we’d survive.

The Facebook comments didn’t stop.

His lawn was next on my crazy behind route.

Do I skip him or face the fire? Will he fight me? Who knows!

Here’s What I did:

I walked up to his door (the one in the picture).
Knocked, waited, and hoped to higher powers that he wouldn’t be home.

He answered.

I spilled my guts and apologized.

I took full responsibility for each and every of his grievances.

I pulled it off without crying or getting punched. Small wins.

Here’s what he did, it wasn’t what I expected:

First, he was blown away that I, they guy he’d been HATING on, showed up, hat in hand and was apologizing – even after the hatred he had rained on me.

Second, despite me taking responsibility for hiring staff that wasn’t showing up, he interestingly refused to accept this and was happy to put the blame on them. (This, I’m not sure how I feel about. I’m not sure I accept it. I thought it was important to mention but I still feel that I was in the wrong.)

Third, he adamantly apologized for giving me a hard time and I sincerely believe he felt terrible.

Fourth, he reversed his online reviews and, instead, was generous with kind words about us. He also deleted all of his remaining comments.

Fifth: he INCREASED his services with us and became a very loyal client. Even after he moved to a town outside of our service area he begged us to come out to him.
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It’s pretty crazy how far honesty and sincerity can take you.

I’ve always considered myself to be an honorable person. I think this has been a huge part of my success.

Sure I push the limits and sometimes get knocked on my ass. Anyone can do this but I try to be different by taking responsibility, saying sorry, and always being an open book.

Do something that scares you every day. Say sorry more often. Take responsibility, and everything will work out fine.


Reviews - ALL

"Knowing that they will treat it as if it's their own business"

"Marketing Secret Weapon"

I've been looking for a solid, reputable digital marketing firm for a couple years now. I found Chris, and I haven't had to look any further! I've been working with Chris for a couple months now, and I'm very impressed with his organizational skills and follow through. He has been working diligently on my web presence and communicating all of the steps to me along the way, as well as seeking input as needed. I'm excited to work with this firm for years to come!

Chester B

Owner, Big Lakes Lawncare

My company desperately needed a new website that would allow for a higher client conversation rate and better google presence. Chris and his team worked with me to not only create a stunning new website but a quality client intake system. He brought a high level of expertise and quality suggestions / strategies to the table. I could not be more thrilled with the result! Now that we have the website and client intake system finished, I am looking forward to continuing to work with Chris's team on improving my company's online presence!

Natalya K.

Because Everything Is Better When You're an Authority

LawnAuthorities.com
475 Elgin St, Ottawa, ON

Canada 🍁