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: 35,752
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: 35,752
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
Customers droping like...
goodtimez
Today 09:53 AM
Today 09:36 PM
by Greg'slawnandlandscape
6 104
2.5 acre mowing
xandrew245x
Today 06:55 AM
Today 08:57 PM
by xandrew245x
6 93
new to this forum!
mower13126
Today 07:37 PM
Today 07:37 PM
by mower13126
0 29
Back for this year
xandrew245x
02-21-2014 04:30 PM
Today 05:36 PM
by Steve
13 835
Best Bulk Mulch delivery...
Steven Virgadamo
Today 09:52 AM
Today 05:34 PM
by Steve
2 46
this mower is driving me...
boog
Yesterday 12:07 PM
Today 05:10 PM
by Steve
3 106
Steve Virgadamo,...
Steven Virgadamo
Today 09:49 AM
Today 05:08 PM
by Steve
2 42
Instagram
Gerardo_Landscape
04-16-2014 11:28 AM
Today 04:51 PM
by Steve
3 82
What Fertilizer to Use?
acrajchel
04-07-2014 01:56 PM
Today 04:49 PM
by Steve
11 327
Help with weed liability!
Prolawnofchatt
04-15-2014 09:10 AM
Today 04:47 PM
by Steve
5 175
Looking for advice on a...
Tekeda1
04-13-2014 09:53 AM
Today 04:43 PM
by Steve
16 336
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
Today 04:41 PM
by Steve
31 1,032
Nationwide lawn care...
Billy Goat
04-15-2014 05:21 PM
Today 04:39 PM
by Steve
9 190
Truck Signage
Dan Tanner
04-16-2014 11:00 PM
Today 04:04 PM
by stevef1201
10 184
leaf removal
tlf59263
04-15-2014 10:00 PM
Today 03:59 PM
by stevef1201
6 160
REO calling
Dan Tanner
04-16-2014 05:03 PM
Today 10:06 AM
by kslawn
9 211
Pay per click advertising
roostertail
02-12-2014 07:26 PM
Yesterday 07:11 PM
by yardrate
10 600
Accepting credit cards,...
Darksteel
03-17-2014 08:01 PM
04-16-2014 01:02 PM
by jymie
15 711
Trimec
acrajchel
04-15-2014 08:24 PM
04-16-2014 11:10 AM
by Steve
3 93
Gopher Forum Discount!
BlackRain75
04-12-2014 10:44 PM
04-16-2014 10:50 AM
by Steve
9 259
hello
NFrailey
04-15-2014 01:39 PM
04-16-2014 10:48 AM
by Steve
1 83
Any greenhouse operators...
GoGreenerKS
04-15-2014 11:21 AM
04-16-2014 10:43 AM
by Steve
3 108
Pricing a Mulch Job
dmcalpi
04-07-2014 02:16 PM
04-16-2014 09:40 AM
by jymie
21 593
google earth
CDLAWNCARE
04-12-2014 03:24 PM
04-16-2014 09:36 AM
by jymie
8 221
There has to be an...
CDLAWNCARE
04-14-2014 12:59 PM
04-15-2014 04:06 PM
by Dan Tanner
6 161
First Day Back!
BelleCityLawn1
04-09-2014 09:13 PM
04-15-2014 11:16 AM
by Steve
11 297
Mow America
stevegredler
04-13-2014 01:02 PM
04-14-2014 09:53 PM
by kslawn
5 196
Power Broom
acrajchel
04-14-2014 07:46 AM
04-14-2014 12:47 PM
by CDLAWNCARE
2 97
Say Hello !!!
Steve
03-19-2007 11:18 AM
04-14-2014 11:34 AM
by Steve
1,176 285,186
Equipment reviews
Greg'slawnandlandscape
04-09-2014 07:17 AM
04-14-2014 11:27 AM
by Greg'slawnandlandscape
13 411
Sulky and Turf Tracer
acrajchel
04-07-2014 01:44 PM
04-14-2014 10:51 AM
by Steve
8 318
Aerating Prices?
Dan Tanner
04-08-2014 03:16 PM
04-14-2014 10:31 AM
by Steve
13 412
Estimating help
acrajchel
04-11-2014 06:06 PM
04-14-2014 10:20 AM
by Steve
3 166
Lawn Renovation
stevef1201
04-11-2014 12:00 PM
04-14-2014 10:03 AM
by Steve
5 186
Need help bidding church...
GreenRidge Lawn&Landscape
04-07-2014 08:01 PM
04-14-2014 09:49 AM
by Steve
12 399
Hello all
Griff20114
04-12-2014 05:08 PM
04-14-2014 09:46 AM
by Steve
1 107
Step by Step Spring Lawn...
WarriorLawnscaping
04-10-2014 07:01 AM
04-14-2014 09:43 AM
by Steve
5 231
Jeff Cowden
jcowden
04-11-2014 07:27 PM
04-14-2014 09:39 AM
by Steve
1 104
Exmark Commercial 30...
Dan Tanner
04-11-2014 05:35 AM
04-14-2014 09:37 AM
by Steve
4 184
What Was Your Setup When...
superrman77
02-11-2014 10:53 AM
04-14-2014 08:04 AM
by acrajchel
21 1,582
Small guy time to get a...
googus
04-08-2014 08:16 AM
04-13-2014 07:18 PM
by A. Kulak Landscaping
9 314
Weekly vs. Bi-weekly
CDLAWNCARE
04-12-2014 01:48 PM
04-13-2014 06:03 PM
by kslawn
9 327
Weed ID help
TwinBrosLC
04-12-2014 10:39 AM
04-13-2014 07:40 AM
by stevef1201
4 159
Lexington, KY
acrajchel
04-07-2014 01:06 PM
04-11-2014 09:49 PM
by acrajchel
1 133
Food Plot Management
BlackRain75
04-11-2014 10:20 AM
04-11-2014 03:51 PM
by Steve
4 132
Estimating a job
acrajchel
04-08-2014 11:07 AM
04-11-2014 03:32 PM
by Steve
6 287
New Boomless Sprayer!
BlackRain75
01-03-2014 01:01 PM
04-11-2014 03:25 PM
by Steve
11 1,004
Hello....
SWFloridaLawns
04-10-2014 06:15 PM
04-11-2014 02:28 PM
by Steve
2 125
Truck, Trailer,...
hawthornelawncare
12-23-2011 12:01 AM
04-10-2014 10:33 PM
by ExtremeLawncareServices
78 25,056
Trading Accounts
goodtimez
04-09-2014 05:42 PM
04-10-2014 01:55 PM
by Steve
2 158
» Popular Tags
2wd 4x4 advertisement article marketing birdscaping blower care charge christmas light service collections subcontractor customers echo ecosymbiosis exmark fall ferris financing flower bed for sale four wheel drive franchise fs90r gopherhaul gravely gravely 34" zero turn holiday holiday decorating how much to charge invoice labor cost late lawn lawn care lawn care business lawn care business show lawn clarksville lawn service lawn service clarksville tn leaf cleanup lesco llc marketing monthly mowing mulch mulch price new and restored landscapes new buisness new business oil podcast promotion scag seo snow sole proprietorship starting a business steve stihl subcontractor taxes theft of services tips tree care turfgrass consulting walk behind walker winter yard clarksville zero turn
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 11:54 PM.


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

All times are GMT -5. The time now is 11:54 PM.

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