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, 11:27 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,616
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, 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

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, 01:48 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, 02:29 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 02:33 PM.
Reply With Quote
  #5  
Old 02-24-2010, 11:31 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,616
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 01:19 AM
Goodwill to vets brings publicity Steve Lawn Care Marketing & Post your marketing material for review! 0 03-27-2007 02:49 PM
Solar Power Steve General Business Discussions 0 04-14-2006 12:19 AM
Power Failure Gopher Software Support Archived Question & Answers - Read Only 7 09-29-2004 10:37 AM
mDC/AC Power Inverter Lawn Magic Gopher Software Support Archived Question & Answers - Read Only 12 04-13-2004 12:15 PM

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Thanksgiving cards
Steve
11-10-2008 11:57 AM
Today 11:36 AM
by stevef1201
2 8,598
Hi to you NOTHERNERS
stevef1201
11-11-2014 05:56 PM
Today 10:27 AM
by kslawn
6 423
Happy Thanksgiving!
Steve
Today 09:48 AM
Today 09:48 AM
by Steve
0 26
Say Hello !!!
Steve
03-19-2007 12:18 PM
Yesterday 10:30 PM
by Just Cuts
1,194 348,953
Contract or no contract?
TRV
11-20-2014 09:18 PM
Yesterday 09:23 PM
by stevef1201
5 289
Good help is hard to find
Hanks Lawn Care Services
11-19-2014 03:27 PM
Yesterday 09:16 PM
by stevef1201
9 349
New parking area
ExtremeLawncareServices
11-07-2014 09:47 PM
Yesterday 07:32 PM
by ExtremeLawncareServices
4 453
These are the days on...
ExtremeLawncareServices
03-22-2014 10:12 AM
Yesterday 07:22 PM
by ExtremeLawncareServices
178 14,297
Hello from Kentucky
TRV
09-30-2014 06:42 PM
Yesterday 07:16 PM
by ExtremeLawncareServices
10 1,414
Pics for website
tbtigers03
11-21-2014 05:40 PM
Yesterday 12:12 PM
by Just for Cuts
5 251
Hi from IL
steveinil
11-25-2014 02:07 PM
Yesterday 11:21 AM
by Steve
1 78
WNY saying Hi.
Sargewesser
11-25-2014 07:27 AM
Yesterday 11:20 AM
by Steve
1 84
How to: Use Thumbtack...
acrajchel
11-17-2014 06:39 PM
Yesterday 11:19 AM
by Steve
18 659
Peco Bagger
AGPS
11-18-2014 02:20 PM
Yesterday 10:58 AM
by Steve
10 411
Beginner Mistakes:...
Steve
01-31-2007 12:45 PM
Yesterday 10:57 AM
by Steve
22 6,305
Billboards for marketing
ExtremeLawncareServices
11-16-2014 08:39 PM
Yesterday 10:40 AM
by Steve
14 471
leaf removal
Double J LLC
10-03-2014 05:24 PM
Yesterday 01:08 AM
by ExtremeLawncareServices
25 2,607
How much do you up sell...
Essex Groundskeeping
11-23-2014 07:13 PM
11-24-2014 06:29 PM
by stevef1201
8 231
This sucks...
Matther777
09-18-2014 05:56 PM
11-24-2014 05:49 PM
by biglee
16 3,271
Pressure Washing...
WesleySnips
07-31-2014 07:13 PM
11-24-2014 04:32 PM
by acrajchel
4 703
New website
Chilehead
11-20-2014 04:39 PM
11-23-2014 07:40 PM
by Just for Cuts
12 364
My site is on fronts page
tbtigers03
11-14-2014 05:58 PM
11-22-2014 10:49 PM
by Just for Cuts
16 591
Belt dealer problem
googus
11-21-2014 08:45 AM
11-21-2014 06:36 PM
by Steve
2 195
What is going on with...
biglee
11-14-2014 03:04 PM
11-20-2014 02:50 PM
by biglee
40 1,048
My advice for new guys
avetslawncare
11-15-2014 09:32 AM
11-19-2014 01:47 PM
by biglee
10 594
Lawn Care business...
crieg122
10-23-2014 02:23 PM
11-19-2014 12:39 PM
by acrajchel
28 1,962
raking leaves ?
robert8509
10-22-2014 10:19 PM
11-18-2014 04:24 PM
by acrajchel
14 1,534
Leaf removal
madmedic8575
10-24-2014 05:14 PM
11-17-2014 07:34 PM
by acrajchel
6 1,270
sod job
SGlawncare
10-30-2014 09:21 PM
11-17-2014 07:10 PM
by acrajchel
7 858
Customer wants me to...
Mr. Mow
11-09-2014 07:13 AM
11-17-2014 06:48 PM
by acrajchel
10 635
Hello!
Brian3137
11-11-2014 07:15 PM
11-17-2014 06:46 PM
by acrajchel
14 557
small biz in Phoenix,AZ
anthonyramos1
11-08-2014 09:35 PM
11-17-2014 05:59 PM
by acrajchel
2 394
Client won't pay...
WesleySnips
10-30-2014 03:53 PM
11-17-2014 05:37 PM
by acrajchel
22 1,474
Government contracts
avetslawncare
11-15-2014 08:50 AM
11-17-2014 12:59 PM
by Steve
2 334
Need help on deciding a...
Brian3137
11-10-2014 06:32 PM
11-17-2014 12:44 PM
by Steve
12 603
West cost lawn prices
SGlawncare
10-09-2014 10:51 PM
11-16-2014 07:54 AM
by stevef1201
8 1,685
So how do you guys...
Mr. Mow
10-26-2014 08:55 AM
11-15-2014 08:44 AM
by avetslawncare
14 1,810
Truck, Trailer,...
hawthornelawncare
12-23-2011 01:01 AM
11-13-2014 08:35 AM
by jrs.landscaping
81 31,984
The most dangerous part...
Steve
10-06-2014 03:45 PM
11-12-2014 05:05 PM
by stevef1201
14 1,779
A little hang up in snow...
stevef1201
11-08-2014 07:05 AM
11-12-2014 12:51 PM
by Steve
4 514
Bi-weekly winter...
lxarth
11-04-2014 08:37 PM
11-12-2014 10:06 AM
by WesleySnips
9 721
taking first steps...
sizemorelawncare
11-10-2014 08:24 PM
11-11-2014 01:21 PM
by Steve
1 408
Back Pack Blower
Ian Lovejoy
11-09-2014 08:41 AM
11-11-2014 08:12 AM
by Just for Cuts
4 468
Business Cards
crieg122
10-25-2014 01:03 PM
11-11-2014 07:56 AM
by Just for Cuts
12 1,421
How the unregister?
alive101
11-04-2014 07:39 AM
11-10-2014 01:48 PM
by Steve
4 683
Belt adjustment question
googus
11-05-2014 06:43 AM
11-10-2014 01:38 PM
by Steve
5 585
Podcast
Shark1611
11-07-2014 05:42 PM
11-10-2014 11:41 AM
by Steve
1 380
hi, from Minnesota
rjklohn
11-07-2014 02:21 AM
11-07-2014 01:44 PM
by Steve
1 401
New to snow plowing
SS.Lawncare
11-05-2014 04:00 PM
11-07-2014 01:21 PM
by Steve
6 663
New Member
tonyap
11-05-2014 10:35 PM
11-07-2014 01:15 PM
by Steve
1 444
» Popular Tags
4wd aerocore apartment bid apartment lawn care estimate applying bid billy goat brushcutter blades bush charge christmas decorating deliquentaccounts ditches employee problems equipment rental estimate ferris first truck foreman georgia gopherhaul growing a lawn care business hiring how much to charge how to husqvarna hydraulic installation introduction landscape services lawn lawn care lawn care busines plan 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 marketing mechanic monthly mulch mulch price new business new mower ordinance per hour charge podcast profit on employee reo running a business savannah scag v-ride shreaded snow plowing starting a business start up lawn care business steep lawns steve stihl toro trailer trailer mate pro truck new used landscape walk behind walker won't return
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 01:05 PM.


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

All times are GMT -5. The time now is 01:05 PM.

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