I actually took the call from the client, he said some pretty ridiculous things. One that stood out was when he said "why don't you come talk to me in person like a man instead of sending me emails" this was after Caleb had gone out and done exactly that. This client was unreasonable at the least.

“He was really dirty” I feel sorry for whoever fixes this guy’s septic tank.

“He was dirty”😂😂 no dip Sherlock he was an employee that does dirty work

Most bosses would just bow down and throw the good employee under the buss. Good on you.

Good workers are always harder to find than clients

Sounds like Caleb needs to be rewarded for his extra effort keeping your equipment running and keeping his professionalism around clients .

Whoever says to always apologize obviously does not run a business, some people simply are just never happy.

This is a small business owner that is wise well beyond their years!

Awesome! There are people in this world that are not happy no matter what you do. I am a supervisor in the retail business and deal with people like him all the time. Good for you standing up to this guy and taking care of your team!

Also, beware of new clients who bad talks your competition who was his previous service provider. Nine times out of ten they’re going to be a difficult client.

I literally just had to let a client go because of how crazy they were. This lady comes out every time and tells me to do the same thing. I always do it, then I do it again after she tells me, and then she proceeds to tell me that I haven’t been doing the next time she comes out 🤯. But that’s not the crazy part! The final straw was when she left me notes hanging in 3 different trees around her property to edge this or blow this 🤯🤯🤯. I did not know how to tell her in a professional way that she was crazy so I instead sent her a new estimate with a price increase to compensate for the extra time it takes to talk to her and do these little “extra” things. You wouldn’t believe the voicemail I received from her when she saw that I was raising her price from $48 to $61.75 biweekly cut. She questioned my Christianity and told me that her price should have been grandfathered in forever among other dumb things she said as well. Yes, some people just can’t be pleased.

Sounds like that guy just wanted to make life hard for someone else.. that’s stinks!

So very proud of you for backing your hard working employees!

I'm so glad to see an employer standing up for their employees. I have worked for far too many owners, managers, and supervisors who would throw their own people under the buss just to please a customer who will never be pleased.

A lot of other companies can learn from how you handled this situation. The mentality of the customer is always right is so outdated it's unreal. Too often they side with the customer (even if they are wrong and have been proven wrong) rather than stand up for their employees. I applaud you. 👏 Your employees are lucky to have you.

Props to you for standing your ground and standing up for your team. If we bow to all the unreasonable customers demands company profits. contract terms, and solo/team working conditions will only get worse, when we do high quality work, wear uniforms, etc, and stand our ground, etc, our industry will improve.

The customer is only “always right” when you don’t own the business.

Sounds like Caleb deserves a raise and some coveralls for doing the extra mechanical maintenance. Getting rid of nuisance customers is also sometimes also needed too. The money just isn’t worth it sometimes

Work that requires physical labor should not be judge on whether you are clean or not. Most likely you will always be dirty. This was just a male Karen that just wanted some attention.

Good on Caleb! Some clients are toxic, got to go.

I watched the last vid with that customer and when he asked if you were the boss type you grinned and told him no. I laughed so hard.🤣

Different industry, same thing. I've had unreasonable customers demand things from me, and even after crawling out of an attic full of sweat head to toe tell me I didn't do anything. Steps to be taken: 1. Keep a non hostile demeanor. 2: stay level headed enough to collect what you are owed, and watch out for customer "mistakes". 3: inform the customer its been a pleasure working with them, but you will not return due to unresolvable issues. 4: leave in a dignified and polite manner.

Thanks for sticking up for the employee. I watched the other video weeks ago and was so pissed at how dude was piling on. Whom ever came up with the term "the customer is always right" knows literally nothing about the service industry.

I’ve been in a situation where my boss would be on my side for something ridiculous that a customer did, and let me tell you, it’s the best heart warming feeling to know that you’re part of a family

I tried the "not apologize as a default" method today in fact. It made quite a difference!

I had a customer accuse me of spilling oil on his driveway. Told my boss he had it on video what it turned out to be was a spill can of an energy drink can't always believe the customer

I’ve worked retail for years. You always had the same customers come in all the time trying to cause trouble. It’s like they felt like they had some control over you. I’m the customer and I’m always right and you have to give me what I want. I’m glad you did the right thing. If you had gotten rid of this employee he would have just found something wrong with the next one. These people love the control. Have a great day.

Great video Mike! Thanks for being my KZfaq "Mentor"

I have been the shop mechanic and irrigation technician. I always had clothes for shop work and clothes for working in the field dealing with customers. Having dirt or grass on you is a different appearance than being covered in greasy clothes. I now own and operate my own business providing property maintenance and I always do my best to be as clean as possible for the conditions. With all that said some people just can’t be satisfied.

*_Have you had a KAREN like this?_*

Good on you for doing that for one of your team. In a world where no one cares for their employees like they used to. It's more than awesome to see someone who obviously values the work your people put in to help you grow your buisness.

Good on you for having your employees back. As a professional painter and foreman, I get complaints like these once in a very blue moon. When it happens, it’s usually a similar situation to this and I always try to have my guys’ back. Some people are impossible to please no matter how hard you try.

I've had clients like this who I've tried to help since they're older & short on cash. I lowered the weekly price yet they'd try askin for more things to be done, like "can u trim that little area or can you possibly remove the tree that fell on my property?" always asking 4 more & more

"He was dirty" says the guy who eats 3 big macs combos every meal.

You are more than a boss, you are a great example of.a good LEADER. Many professionals with direct reports could learn from you and how you handled this incident.

Thank you for sticking up for your employees!!! This is appreciated more than you know….and just shows that you care about the people you hire!

It's refreshing seeing & hearing how highly you view your employees. Best boss award goes to you Mike! Love the videos, keep them coming!

Perfect way to handle this. Good job! I will always back my team before I believe any accusations from clients. It’s usually only unreasonable clients that seem to complain.

Some people are just insane, the customer isn't always right, that's just a fact, but some businesses only care about making money. Good for them on firing the client and standing up for their employee

So glad you backed your employees, that means so much, the employees are glad to work for you, and will even work harder for you knowing you have their backs 👍.

Hey Mike! I am a new subscriber and now regular viewer of your channel. The first video that I saw of yours was actually the first video with this client. I just wanted to let you know that I LOVE how you handled this situation, how you stuck up for your employees/continued to stick up for them, and just did what needed to be done. Having spent most of my work experience in the service industry, you are so right - the customer isn’t ALWAYS right. Just wanted to give huge props and kudos, and to let you know you have gained a loyal subscriber for life! Love your videos!!

I absolutely agree with you. The customer is not always right. Especially having a team member that is constantly going above and beyond to satisfy the clients, GREAT JOB for having their back!!!

Idk why i get so much satisfaction watching u guys cut and mow lawns but i commend u for handling the situation like u did bro 🤟🏽

Great job realizing the value of your employee, and the customer who is clearly and avid complainer who thinks he’s more important than everyone else.

Sounds like Caleb has what it takes to start his own company sooner or later.

✔️You are spot on. ALWAYS stand up for your team.

Thanks for sticking up for your guys! Wish i had a boss like you.

Having worked in the customer service industry for several years a boss like this makes a world of difference because you are correct; with some customers there is no pleasing them and you just have to cut ties and let it go. Good job standing up for your employee man, subscribed

You 100% did the right thing here.

Low-key subscribed bc you sneaked in that piece “… if u don’t subscribe you will get a call from your worst customer”… it’s Saturday bro lmao 😂 couldn’t handle so i just subscribed 😂

Thank you for standing up for your team.

you know your working for a good company when they stand up for you like that thats awesome

I think its funny u told him u weren’t the boss 😂😂😂

That was so funny how he dodged that question if he was the boss. Still didn't lie but didn't answer his question hahahahaha Let that Karen go bro If that employee is constantly working around machines I'd consider getting him a jumpsuit

as a customer service representative i applaud you! The customer is not always right and that mentality is why Karen's are not myths.

Glad you stand by and stand up for your employees

Absolutely the right call.

That was an amzing video Mike, story really told well. I would love to get to my business to your size

Good on you sticking up for your guys like this 👌 I’d be proud to work for a company that respects its staff this much

"Under the buss" its his favorite phrase

This vid made my heart feel good, Mike. You made the right executive decision. I have had to do the same thing with low-value clients. Nothing personal; my work is top tier & in high demand. Conscientious, talented people are always in demand. Customers must understand that they are also competing with other customers for my high-value work. I didn't leave them high & dry, though. I sent them to my biggest competitor. Having fewer customers of that type is part of being successful!

As a small business owner you are exactly right! All customers aren’t right! All money isn’t good money! That guy will never be happy.

I've literally just found this channel and the first vid I watched was the customer you fired. I'm really proud of how you and your company handled this. Some people are NEVER happy.

Props on not only taking care of your staff, but being willing to get your hands dirty too.

Ever since I’ve subscribed to your channel No customers called me back complaining 💪🏽😂 #LawnMowerMan

Just started watching your videos. And i agree with you 100 percent. I been a tire tech for 10 years. And in all those years ive only refused service to 4 customers. Why? Because of things you just mentioned. Im a supervisor and i dont like when they talk bad of my employees because i personally trained each and every one. And believe me im strict when it comes to doing the job right. It might take a few more minutes but everything you do must be done rright. Oherwise imagine a tire blows up in your face. I dont want that happening. Especially if by me training you i will prevent you from making that mistake. People say you learn off of mistakes and i agree. Thats how i learned but if you have the knowledge now to teach a new employee. Dont let the scratch a rim, leave lugnuts loose, ect. Help them so its prevented. I gotta say these videos are really cool, you defintely teach people. Good work Mike. Thank you

Its awesome you actually stand up for your employees. More people in positions of leadership need to learn this skill.

Love how you handled the situation by not throwing a good hard working employee under the bus! You just earned yourself another subscription from a guy who never thought he'd sub to an lawn care channel lol

As someone who has worked in the service industry as a manager at a sandwich shop, I fully support your decision. I also have turned down clients/customers and have refused service due for similar situations. I've had a delivery driver barely 18 come back crying before after a delivery cuz the customer cussed her out repeatedly being highly disrespectful because an order took 20 mins after they placed it to get to them, I did not tolerate any blatent disrespect like that towards any of my employees...alot of people will disagree with the tactics but I'm not gonna let anyone bully my employees idc if they're a customer

Awesome Boss!

I love employers like you! Employees are the heart of the company.

good to see you have eachothers back! a great team makes a great company ^.^ just because you work in the service industry doesn't mean you are below the customers!

Good for you bro! Hell yeah! People who work in the service industry get no respect.

If I was Caleb I would have said i just worked on are mowers before coming that’s why I’m dirty

I stuck up for my workers. You handled this quite well. You went above & beyond in my view. It's my pleasure cutting these types of people loose.

Thanks for being a stand up guy for your employees...so rare these days

Great good man, it's great to see a boss/company that stands up for their employees that's amazing we need more bosses like you, you just saved your employee from felling unappreciated and morale from dropping, making him more confident in his job which in turn will lead to even better performance from him and even greater service to your respectful customer.

mike you did the right thing , I've had to let clients go to over the years for many reason .an some reason similar to yours. some people are just rude, crude, an impossible to deal with period

Good for you. You were 100% in the right and handled it professionally. Keep up the great work and I wish your business the best of luck as you grow.

You sound like an awesome person to work with and for. It’s so cool to see you stand up for your employees and put the Karens of the world in their place!

The customer is not always right, you learned that early young man. Kuddos for respecting your associates and hope you pick up even more accounts to cover that small loss…

Mike you should email this video to the customer

Mate you have my utmost respect for sticking up for your employees, It's not often you see a boss that will defend his team before the client. Absolute legend, and I'm sure it comes back around in the sense that your employees are happy, knowing you care for them, so I bet they work harder and put more effort in since you treat them with respect and actually reward them for their efforts!

You are absolutly correct, I ran a moble mechanic bussiness for many years and during that time I "fired" many customers. There are just some people that you can't please no matter what you do. These types of customers will waste your valuable time that could be spent satisfying a reasonable customer.

I am 110% with you Mike, As a fellow business owner, I would have done the same thing you did... To be honest I probably wouldn't have been quite as nice as you were. Even if that was my only client.

Ahh the joys of owning or running a business. 🤪

Well done. Totally agree with your process in dealing with this situation. I own a small cleaning business and there’s nothing better than being in a place where you are able to fire bad customers. You have a new sub from me 👍🏻

I am glad you fired the client. He has every right to have the work done correctly but to speak demeaning about the people who came to do the work was wrong. You praising your employee, Caleb is great ! I did housekeeping as a sideline and I have fired customers.

Good on you Mike. This is 100% the right way to handle it. Great leadership on your part and outstanding job by Cayleb.

Obviously I respect this video And the message. However, In the KZfaq studio function I would use the blue feature to blur his face out to avoid legal issues etc. I’m just looking out for you and obviously your successful company.

You are looking at and dealing with these issues in a great way, keep it up!

This a great lesson. Some clients just don't fit. It's OK to get rid of trouble clients. They'll never be happy, so why prolong the inevitable.

Respect

Just saw pt.1 and that's a good call on dropping that yard,cause it honestly is a garbage yard...Caleb sounds like he needs to be a crew leader...going by the way you speak about him,he seems like he's dedicated to helping your company grow....just the $$$$ he saves you on repairs is something that you should definitely take into consideration,cause most repair shops charge anywhere from $65hr for 2 cycle and $80+ per hour on 4 cycles and zero turns(I have well over 25years in the game,so I can definitely say,I've seen it all and came across many clients like that.... piece of crap yard as it is,then wants to complain) ...drop a $40 junk yard,I bet you'll pick up 2, $80 yards

You and your people are great Americans! God bless you all with continued success.

Good job fella, love how you stand on the moral side of exceptional standards and be true to ethics & common sense as i suspect that this is how you was grown up with & the teachings & directions that your parents installed into you for you to be the fine upstanding gentleman that you are today..., may you grow & prosper in all your endeavours..., good day to you sir 👋🏾👍🏾

I mowed a ladys yard ever since 2001 20 years i showed up and every time was a little bit wet shed go crazy it was never that way before id always mow it even in the light rain before i told her look ive did ur yard for 20 years im done with u today she said said this is my yard not urs i said good go mow it then i told her any body that mows yards is not gona put up with the shit she got mad i dont feel bad for making her mad i dont have to bring my nice equitment to ur property either

I've had a male karen like this, we had a bush trimming job on his property and watched us the whole time. We finished the job and it looked great. but at the end he said it wasn't good enough. so we had to do it again and litteraly scalp the bushes. that also messed up our quote.

I worked in so many different landscaping companies in Southern California and not once have I had a boss stood up for me like the way you do sir

Glad to see you have your employee's backs! Keep up the good work!