I hired a couple to do my yardwork. I saw their ad online and gave them a call. The first chat was great. The woman asked a lot of questions, I told her what I needed done. She said to give a quote for their services she'd come take a look at my yard and let me know. Perfect. She said it would be that afternoon and she'd text me after. Afternoon went. Evening went. All of a sudden my dog started growling at 9:30 p.m. and out the front window I saw two people on my sidewalk. I assumed that was them and I'd get a text. There was no text. It wasn't until the next afternoon that she sent me the quote for the job. I responded within an hour and asked when they're available. She didn't respond until the next day and said it would be Monday in the late afternoon. (So from surveying, to quote, to availability we're going on three days already.) I asked what time would work and never got a reply. All of a sudden on Monday at 8:45 p.m. I heard lawnmowers and equipment outside my window. They just showed up, hours later without any confirmation and got to work. Here's the thing- they did a great job but I'm super pissed about the communication already. I sent them a money transfer but there was an error message even though the money left my account, so I texted to ask if they got it. She said not at that time but she'd let me know when they got it (not if they didn't get it, but when they got it) and I never heard from her. Do I say that her communication is unprofessional or just let it go and deal with it? I'm the type of person that this will overshadow my attitude when dealing with her in the future if it continues.
This is a tough one. I'm reminded of our boss who had a similar situation with his previous dogsitter. (Before I dive into that story: know that our boss demands clear communication and honesty.) His dogsitter was notorious for doing exactly what you described: saying one time, not confirming but then showing up, saying she could watch the dogs but then disappearing for days without arranging a pickup time. There were times she was running so late that the boss had to leave for the airport and texted the neighbor to go into the house and send the dogs with the woman when she arrived. She nearly ruined his travel plans countless times. In any other role, she'd have been fired immediately. Why did he deal with her for nine years? The dogs loved her. LOVED her. So, she might've been horrible for humans to deal with but the dogs genuinely loved going with her and -- believe it or not -- wanted to leave with her after she dropped them off sometimes.
When it comes to hiring professionals for any service, communication is key. It's frustrating when a service provider is not responsive or fails to keep you updated, as you experienced with the yardwork couple.
First and foremost, remember that you are the customer and you deserve (demand?) to be treated with respect and professionalism. In your situation, the lack of communication from the couple is causing unnecessary stress and uncertainty. You have every right to express your concerns and request better communication going forward.
Start by sending a polite, but firm message to the couple, highlighting the specific instances where you felt their communication was lacking. Be specific and provide examples, such as the delayed quote, their unannounced arrival and the lack of response regarding the payment issue. Keep in mind, if you hit them with all three complaints after they worked one job, you might have them ghost you.
Explain how their lack of communication has affected your experience and how it has made you feel. Share that you value their services and appreciate their hard work, but that clear and timely communication is essential for a positive working relationship.
Ask them to acknowledge your concerns and to provide a plan for improving their communication going forward. This could include setting clear expectations for response times, agreeing on a preferred method of communication (text, email or phone call), and establishing a system for confirming appointments and payments.
If they're unwilling or unable to address your concerns, finding someone new. It's not like you've had a long relationship with them. If it was a one-time thing, so be it. Finding someone to do a decent job on your yard isn't a tough search.