Lawn Care Business Forum Lawn Care Business Book Lawn Care Business Blog Lawn Care Software
Home Forum Contract & Flyer Templates Blog Software Videos Podcast Calculators / Estimators Store Mower Review Design It Yourself Lawn Business School

Go Back   GopherHaul Landscaping & Lawn Care Business Marketing Forum > Business > General Business Discussions

General Business Discussions A place to talk about general business discussions.

The power of goodwill


General Business Discussions

A place to talk about general business discussions.
Reply
 
Thread Tools Search this Thread
  #1  
Old 02-23-2010, 10:27 AM
Steve's Avatar
Steve Steve is offline
Administrator
 
Join Date: May 2003
Posts: 36,289
Rep Power: 10
Steve has disabled reputation
Default The power of goodwill

From time to time we will talk on here about goodwill. In a recent post a member was asking how much he should charge an elderly customer to install a new mail box post.

Almost everyone on here jumped on and said do it for free. Why? Because they know the value of goodwill. They know because of that, word will get out and you will benefit from it.

In a recent Businessweek article an author talked about the benefit of goodwill when he wrote "A friend of mine, John, runs a landscaping business and often gives stuff away for free to his best customers. Sometimes he throws them a fall cleanup on the house. Or he has one of his guys fix a drainpipe or gutter at no extra charge. Of course, he always lets the customer know that he did the work at no charge. Now that's a good thing to advertise. Kind of like the free promotion those warm-hearted celebs got when they so graciously appeared on that Haiti fundraiser, during prime time, in front of hundreds of millions of potential buyers of their products. Good people. Good promotion.

For John, giving away stuff creates a lot of goodwill. And keeps his good customers coming back."

When you think about customer retention and how to get new customers, you gotta keep goodwill in mind.

What kinds of things do you do to create goodwill between you and your community?
__________________
- Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
Download your Free trial of Gopher Lawn Care Software.
Reply With Quote

Stop guess-timating. Learn how to estimate and make money! $$$
Mow Time Estimator Lawn Care Price Estimator Mulch and Topsoil Calculator Snow Plow Estimate Calculator


  #2  
Old 02-23-2010, 12:29 PM
CHEESE2009's Avatar
CHEESE2009 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 73
Posts: 4,475
Rep Power: 10
CHEESE2009 is on a distinguished road
Default

Lawn care business tipsLawn Care Business Book
Well for me, if there is an opportunity to show good will, without any major sacrifice, I do it.

The smallest thing I have done, would be to empty a customers bird bath of all the stale & most likely poisoned water from all of the nearby trees fallen debris. As soon as I put away my equipment, I came back & took a paper towel & scrubbed out all of the excess dirt.

Now I could have chosen not to do this, though I knew my customer was watching me from her window. And I had an opportunity to show her what I am capable of.

Showing her that I am human & care enough to do one simple yet odd task that most people would probably never even do, is in no way negative.

Sometimes doing things for free IS beneficial, the above wasn't a service, it was just a little something that takes 2 minutes.

Another thing that I have done, it was chainsaw day for me & one customer had hired me for a big job. When I was done I remembered another customer complaining about a small branch growing into his backyard deck. I passed by & cut it down for free, it took 5 minutes. My truck was full of branches anyway, why not make it count.

It was also the end of the day, so for me there was no rush. I mind as well use up all the fuel in the chainsaw before I put it away anyway.

The customer noticed & in return, I got a couple of beers off of him. (This is how it's done in Canada)
Reply With Quote
  #3  
Old 02-23-2010, 12:48 PM
adamsmowing88 adamsmowing88 is offline
Member
 
Join Date: Feb 2010
Location: Northern Michigan
Age: 28
Posts: 61
Rep Power: 5
adamsmowing88 is on a distinguished road
Default

Here is an example:[which im sure a lot of you get]

You have like 10-15 yards to mow that day of all various sizes. Your customer comes out after you are starting to load up and go to the next job and say, hey can you do...... Without, any notice in advance at all. It takes you maybe 5 minutes. whatever, you don't think nothing of it and your just helping them out. The next week you come by and the same thing happens. Only this time it takes you 20-30 min. to do. Now all of a sudden your lawn boy/handy man. Should you tell your customers if they want certain projects to done to call you in advance so you can slip it in at the end of the week or something since your main job is first and foremost to get your list of jobs knocked out? How would you deal with this in your schedule?
Reply With Quote
  #4  
Old 02-23-2010, 01:29 PM
CHEESE2009's Avatar
CHEESE2009 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 73
Posts: 4,475
Rep Power: 10
CHEESE2009 is on a distinguished road
Default

Another thing that worries me, is customers taking advantage of your generosity.

If you do something one time, what's to stop them from expecting it done again, or even asking?

how do you say "no!" without seeming like an awful person.

Even if it's a simple chore, it's still a pain in the arse.

If my customer expects me to clean her bird bath (that sounds funny) and asks me to do it all the time, honestly I would start to hate my job no matter if it took me a few seconds.

We all need a way to say, "No, I do not want to give up 1 second of my life for you for free" without sounding cold.

Just because something is easy, doesn't mean we always want to do it.

On garbage day, I'll walk my customers garbage cans back to their garage door. Though maybe after awhile I wouldn't want to.

Which brings up this theory.

If you give someone something for free one time, they love you. If you aren't able to continue doing something for free, they will hate you.
Don't do anything nice, unless you plan on doing it forever. Once you stop, they have a reason not to like you. So why bother being nice at all?

I had this problem before if you guys remember.

I offered to trim a hedge for free because the client didn't want to pay for it, I just told the guy it'll be on my watch later on in the season.

The guy fired me after a few months because he didn't feel like waiting till then.

What an idiot, it's not like he went out & hired a company to do it WHEN HE WANTED, he just didn't have it done. The logical thing to do, would be to offer to pay me like any normal person, so that he can have some say on when it gets done.


All in all, goodwill tasks should be done with caution. Doing something nice can backfire in the worst of ways.

Last edited by CHEESE2009; 02-23-2010 at 01:33 PM.
Reply With Quote
  #5  
Old 02-24-2010, 10:31 AM
Steve's Avatar
Steve Steve is offline
Administrator
 
Join Date: May 2003
Posts: 36,289
Rep Power: 10
Steve has disabled reputation
Default

Quote:
Should you tell your customers if they want certain projects to done to call you in advance so you can slip it in at the end of the week or something since your main job is first and foremost to get your list of jobs knocked out? How would you deal with this in your schedule?
That is very interesting. It does make you wonder what is goodwill and then what is a new weekly service the customer is requiring you to do.

I would think that the way you worded it sounded like an additional service.

I think how to determine this would come down to how do you feel about it. Do you feel you are helping and they really appreciated it? Or do you feel like they are taking advantage of you?

Do you ever get that vibe either way and would getting either of those vibes help you decide how to handle it?
__________________
- Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
Download your Free trial of Gopher Lawn Care Software.
Reply With Quote
Reply

Bookmarks

Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is On
Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
rep power lawn-guy General Talk 9 03-26-2009 12:19 AM
Goodwill to vets brings publicity Steve Lawn Care Marketing & Post your marketing material for review! 0 03-27-2007 01:49 PM
Solar Power Steve General Business Discussions 0 04-13-2006 11:19 PM
Power Failure Gopher Software Support Archived Question & Answers - Read Only 7 09-29-2004 09:37 AM
mDC/AC Power Inverter Lawn Magic Gopher Software Support Archived Question & Answers - Read Only 12 04-13-2004 11:15 AM

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Grass hopper mower
ExtremeLawncareServices
12-05-2013 08:51 AM
Today 01:26 PM
by ExtremeLawncareServices
25 3,543
Need help pricing basic...
Bradcook21
Today 01:21 AM
Today 01:05 PM
by Steve
2 62
Yearly contract Pricing
jrob0691
Yesterday 08:57 AM
Today 01:01 PM
by Steve
6 127
How do I approach...
Bradcook21
Yesterday 01:48 AM
Today 12:54 PM
by Steve
7 155
yearly contract help...
jrob0691
Yesterday 04:09 PM
Today 12:48 PM
by Steve
1 42
Exmark Lazer Z S-Series...
BLC7
Today 10:18 AM
Today 10:18 AM
by BLC7
0 35
Pampas bushes
Bradcook21
Today 01:30 AM
Today 07:17 AM
by grassdoctore
1 37
2014 Gie-expo
ExtremeLawncareServices
08-19-2014 11:22 PM
Yesterday 08:50 PM
by phlawncare
2 81
Fuel Can Spouts
Shark1611
08-16-2014 09:09 AM
Yesterday 08:23 PM
by SGL1
11 279
Have you ever had to...
SouthernRootsLawnCare
07-26-2014 02:41 PM
Yesterday 05:03 PM
by stevef1201
6 569
Softball field
kslawn
08-15-2014 09:28 AM
Yesterday 01:43 PM
by Steve
9 273
Hello
M2Dave
Yesterday 12:32 AM
Yesterday 01:38 PM
by Steve
1 47
New Landscaping Business
rekon32
08-16-2014 02:26 PM
Yesterday 12:33 PM
by SouthallMowing
8 323
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
08-20-2014 04:09 PM
by ExtremeLawncareServices
100 6,018
Downed Tree Chop Bid
WesleySnips
08-16-2014 03:47 PM
08-20-2014 01:44 PM
by SGL1
10 322
60 inch honda/bunton...
pblawncare
08-17-2014 11:30 AM
08-18-2014 03:19 PM
by Steve
2 108
Replacement Parts -...
nicholas-KC
08-16-2014 08:40 AM
08-18-2014 03:16 PM
by Steve
4 176
Preparing the soil
Billy Goat
08-16-2014 06:18 PM
08-18-2014 03:01 PM
by Steve
1 111
What to pay help
phlawncare
08-04-2014 08:33 PM
08-18-2014 10:33 AM
by jrs.landscaping
29 891
Hello
Jeff1
08-07-2014 11:18 PM
08-15-2014 11:53 PM
by Jeff1
11 407
Lie #2 RESIDENTIAL...
ExtremeLawncareServices
01-06-2014 05:02 AM
08-15-2014 01:46 PM
by mattthelawnguy
54 6,378
Need help 30 HP koler...
Shady Grady
08-01-2014 03:31 PM
08-15-2014 08:46 AM
by kslawn
18 584
New Boomless Sprayer!
BlackRain75
01-03-2014 01:01 PM
08-14-2014 02:37 AM
by BlackRain75
12 1,751
Stihl engine isn't...
Marcintosh
08-12-2014 08:30 PM
08-13-2014 03:34 PM
by Steve
3 163
first year update
cmdlawncare
08-12-2014 05:41 PM
08-13-2014 03:29 PM
by Steve
1 211
Hello from Jacksonville,...
JM Lawn Care
08-10-2014 07:15 AM
08-13-2014 07:04 AM
by Sprinkler Buddy
9 309
Hello everyone new to...
maddyandrays
08-11-2014 04:51 PM
08-12-2014 08:58 PM
by Shark1611
2 166
Walk behinds
hpruitcei
08-07-2014 06:28 PM
08-12-2014 02:35 PM
by mattthelawnguy
7 421
New name help
stevef1201
08-10-2014 04:27 PM
08-12-2014 12:03 PM
by Steve
6 291
my little green dilemmas
Lawn Techie
08-03-2014 11:47 AM
08-11-2014 01:20 PM
by Steve
7 406
what the best...
CleanCutsLLC
08-02-2014 01:02 AM
08-11-2014 01:16 PM
by Steve
6 419
Texas lawn care company...
Livingston Lawn Care
07-25-2014 11:29 AM
08-11-2014 01:19 AM
by ExtremeLawncareServices
13 697
Covering all the bases
janslawncare
08-08-2014 10:11 AM
08-08-2014 01:41 PM
by Steve
1 241
New from Florida
ADE
08-06-2014 08:40 PM
08-08-2014 01:32 PM
by Steve
4 321
JOB - Landscape Install...
janslawncare
08-08-2014 10:06 AM
08-08-2014 10:06 AM
by janslawncare
0 208
Battery power tools or...
Steve
08-07-2014 12:24 PM
08-07-2014 05:18 PM
by mattthelawnguy
2 212
My client just told me...
Greg'slawnandlandscape
08-04-2014 08:39 AM
08-06-2014 11:14 PM
by grassdoctore
12 544
Illegal spraying
GoGreenerKS
07-04-2014 09:11 AM
08-06-2014 02:03 PM
by Steve
13 1,168
Mowing the hills
prmenter@gmail.com
07-08-2014 12:22 PM
08-06-2014 01:40 PM
by Steve
20 1,383
Crop Rotation Techniques...
eastsidelandcare
07-17-2014 03:47 PM
08-06-2014 10:29 AM
by eastsidelandcare
5 591
Got my first lawn job...
SGL1
06-11-2014 09:19 PM
08-05-2014 07:12 PM
by TheBeast
30 1,994
Late charge
Simon Abousaada
07-30-2014 07:23 PM
08-05-2014 06:46 PM
by TheBeast
12 795
buy out a lawn care...
rvezakis
08-05-2014 01:38 PM
08-05-2014 06:40 PM
by TheBeast
10 512
Please help
unitedlawncare48867
03-26-2014 08:29 PM
08-05-2014 05:27 PM
by TheBeast
27 1,584
Help with Estimate
donslawns
08-02-2014 09:10 AM
08-05-2014 02:24 PM
by Steve
6 454
Stuck again!!!!
Greg'slawnandlandscape
08-01-2014 11:02 PM
08-05-2014 09:05 AM
by Greg'slawnandlandscape
10 460
Mow and leaf cleanup bid
SGL1
07-29-2014 07:28 PM
08-05-2014 07:22 AM
by petscanning
25 973
Building credit
Matther777
07-27-2014 05:20 PM
08-04-2014 06:53 PM
by kslawn
17 758
Lowballers scrubs &...
Darksteel
01-13-2014 07:35 AM
08-04-2014 01:09 PM
by Steve
48 5,807
long time no see
Tuscan Gardens
08-02-2014 03:21 PM
08-04-2014 12:04 PM
by Steve
1 286
» Popular Tags
2wd 4x4 ads birdscaping charge christmas christmas light hanging collections subcontractor commercial craigslist customers ditches employee problems exmark fall ferris financing foreman franchise gopherhaul grass gravely holiday how much to charge how to bid husqvarna hydraulic installation invoice labor cost landscape services late lawn lawn care lawn care business podcast lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care seo lawn care website leaf cleanup lesco lighting brass outdoor lights marketing mowing new and restored landscapes new buisness podcast promotion riding mower running a business savannah scag scag v-ride seo starting a business steep lawns stihl sulky theft of services tips top dresser toro truck new used landscape upsell walk behind walker winter money making ideas won't return
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 06:11 PM.


(C) 2011 Riggs Publications - Terms of use & Privacy Policy

All times are GMT -5. The time now is 06:11 PM.

(C) 2011 Riggs Publications - Terms of use & Privacy Policy