The Customer Is Not Always Right

The Problem

Mrs. Johnstone wants it gone. She has made up her mind. That tree is just too much of a nuisance. It's causing too many problems. The idea is in her head eating away like a wood boring beetle. It must go.

So she calls the trusty local arborist to ask for a quote.

"What seems to be the problem Mrs. Johnstone? It's a nice old tree. Well structured, situated a reasonable distance from the house, no signs of decay."

She looks up at the proud veteran Beech. "Well, it's obviously got to go." And then starts to list of the problems the tree is causing.

• It's too big.
• Causing too much shade.
• The lawn is full of moss.
• Can't get tomatoes to grow.
• It's lifting the brick paved patio.
• Roots could get into the storm drain.
• They might get into the foundation.
• It's a constant mess, all year round.
• The flowers clog the gutters.
• The nuts are inedible.
• The leaves are not spectacular in autumn at all, they just go brown.

"Will you give me a quote please dear?. I need to get rid of this pain in the rear once and for all."

The Dilemma

What is a well meaning arborist to do? You've got a truck and chipper to pay for, not to mention a crew to keep busy. But you are in this for the long haul, you want a good reputation.

You know the tree doesn't need to come out. You would never recommend that it should, but this client is convinced. And she is well connected. This job could lead to more recommendations. It could be good for business.

How do you say no?. Especially when you know that if you don't do it someone else will snatch up the job.

Start With Why

"Mrs Johnstone, I am going to have to refuse to take on this job. And I think you are making a big mistake if you carry through with it. Let me tell you Why.".
 
Because-Because-Because

• As an arborist I get to see things from a "big picture" perspective.
• Trees are under so much pressure to be removed due to causes like land development and sprawl.
• This is compounded by misunderstanding and mistreatment of trees that is leading to an epidemic of premature tree loss.
• Trees are so important, more important than most people realize.
• If I cut this tree it should mean I cut a hundred more like it. I need to draw the line

"I won't offer a quote to take it down but I will offer solutions to some of the issues and problems that you are dealing with."

"I can't solve every nuisance you have but I think if I can get you to understand it from a broader perspective you might realize that removal is not the best option."

 

Then Go On To How

• Lets look at improving the soil conditions in your garden.
• Getting some more shade tolerant plants to grow.
• Fix up the displaced paving stones.
• Look into getting some gutter guards.
• Installing some root barriers.
• Give the tree a good structure prune

"We can do all that I've mentioned here and the cost will be about the same, or less than the cost of removing that tree."

Easier Said Than Done

Admittedly the situation laid out above may work sometimes, but it's not easy.

The reality most often is that the customer will take their business elsewhere and have her troubles cut down in thirty noisy, but exciting minutes.

 

We Need City Hall On Our Side

Private Property tree bylaws fall under the jurisdiction of municipalities. There are an increasing number of  cities out there doing more to make private property tree protection a priority.

In providing stricter guidelines and a permit process for tree removals municipal arborists take the pressure off the independent contactor. This in turn allows the good contractors to practise good arboriculture. The bad ones cause their clients nothing but headaches and penalty fees.

Have a look at what is happening in the City of Surrey, British Columbia with regards to private property tree protection.

Find out what your local council is doing. Are they dealing with trees from a big picture perspective?

Remember-- Trees are more important than most people think.