WINE LANDSCAPING

"WE ARE STARTING OUR 21ST YEAR IN BUSINESS AND OUR DESIRE HAS ALWAYS BEEN COMPLETE CUSTOMER SATISFACTION. THE COMMENTS BY THE MEMBER ARE SURPRISING AS I ONLY MET HIM ON TWO OCCASIONS AND HAVE NOT SPOKEN TO HIM SINCE COMPLETION OF THIS PROJECT. WE HAVE A SERVICE THAT ANSWERS ALL CALLS AND FORWARDS ALL MESSAGES. DURING OUR INITIAL MEETING, THE MEMBER EXPRESSED A DISPLEASURE WITH THE LAWN SERVICE COMPANY THEY WERE USING AND REQUESTED A MAINTENANCE PROPOSAL FROM US. HE APPARENTLY HAS US CONFUSED WITH THEM. IN THE EARLY SPRING THE MEMBER CALLED ABOUT A SINGLE PERENNIAL FLOWER THAT DIED AND I TOLD HER THAT WE WOULD REPLACE THE PLANT. AT NO TIME HAVE EITHER OF THE MEMBERS REPORTED THREE DEAD PLANTS. IT IS REGRETTABLE THAT THE MEMBER SUBMITTED AN INACCURATE AND FALSE REPORT. WE DO NOT OPERATE IN THE MANNER THAT HE DESCRIBED AND COULD NOT HAVE STAYED IN BUSINESS FOR 20 YEARS IF WE DID."

"FOR THE ENTIRE TWENTY YEARS THAT WE HAVE BEEN IN BUSINESS, OUR PRIMARY GOAL HAS BEEN CUSTOMER SATISFACTION. THE RESPONSE FROM THIS CUSTOMER IS DISTURBING BECAUSE I DISCUSSED HER CONCERNS WITH HER ON TWO OCCASIONS PRIOR TO FINALIZING THE PROJECT. IN BOTH INSTANCES, I OFFERED TO DO WHATEVER WAS NECESSARY TO SATISFY HER. IN BOTH INSTANCES, SHE SAID THERE WAS NOTHING WE COULD DO. AS THE MEMBER STATED, THIS PROJECT WAS A RESULT OF SEPTIC TANK WORK, PERFORMED EARLIER BY OTHERS. WE WERE RETAINED TO CORRECT THE DRAINAGE, REPAIR THE RETAINING WALL, AND PREPARE THE DISTURBED SEPTIC AREA FOR LANDSCAPING TO BE INSTALLED LATER. THESE ITEMS HAVE BEEN CORRECTED, PER THE TERMS OF OUR AGREEMENT. DRAINAGE HAS BEEN CORRECTED, A NEW RETAINING WALL HAS BEEN BUILT, AND THE AREA TO BE LANDSCAPED COVERED WITH BLACK PLASTIC. UPON COMPLETION OF ANY PROJECT, WE REMOVE ALL TRASH AND DEBRIS, ANY LEFT OVER MATERIALS, AND OUR TOOLS AND EQUIPMENT. LANDSCAPING AT THE NEW RETAINING WALL WAS NOT A PART OF OUR ORIGINAL AGREEMENT, AND THIS IS THE FIRST TIME IT HAS BEEN MENTIONED. WE REGRET THAT ANY OF OUR CUSTOMERS FEEL LESS THAT COMPLETELY SATISFIED."