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 online now
Administrator
 
Join Date: May 2003
Posts: 37,283
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 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 74
Posts: 4,475
Rep Power: 0
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: 29
Posts: 61
Rep Power: 6
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 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 74
Posts: 4,475
Rep Power: 0
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 online now
Administrator
 
Join Date: May 2003
Posts: 37,283
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
What are your biggest...
Steve
Today 01:24 PM
Today 01:24 PM
by Steve
0 13
Go daddy web site and...
jcurr33
Yesterday 06:00 PM
Today 11:57 AM
by Steve
2 58
I have ZERO confidence...
Just for Cuts
05-01-2015 04:24 PM
Today 11:55 AM
by Steve
20 359
How busy are you now?
Steve
Yesterday 01:10 PM
Today 11:47 AM
by Steve
4 91
Pictures of commercial...
avetslawncare
04-01-2015 09:47 PM
Today 11:45 AM
by Steve
35 1,340
I'm Back With The Best...
aduttonater
02-21-2015 12:41 AM
Today 11:43 AM
by Steve
75 3,102
mowfinder
scaypa
04-27-2015 05:44 PM
Yesterday 01:14 PM
by Steve
1 142
Latest video, Facebook...
Sprinkler Buddy
05-01-2015 06:54 AM
Yesterday 01:09 PM
by Steve
3 127
These are the days on...
ExtremeLawncareServices
01-11-2015 10:41 AM
Yesterday 01:03 PM
by Steve
72 5,818
weed
avetslawncare
04-16-2015 07:56 PM
05-01-2015 11:38 AM
by Steve
8 480
so i need somehelp with...
dalvan0
04-28-2015 07:43 PM
04-30-2015 10:55 PM
by avetslawncare
3 196
Anyone have a Lawn Care...
nishirandall
04-28-2015 08:45 PM
04-30-2015 12:00 AM
by Steve
1 161
mowing pic
joshlawncare
04-25-2015 12:34 PM
04-29-2015 10:55 PM
by Steve
5 266
Big (to me) mulch job
tl757
04-23-2015 05:32 PM
04-29-2015 10:51 PM
by Steve
14 448
Help with a truck
bdodson89
04-27-2015 08:15 PM
04-29-2015 10:47 PM
by Steve
4 200
Ford F250 Wheel loaders...
jrs.landscaping
04-28-2015 05:34 AM
04-29-2015 07:47 AM
by jrs.landscaping
2 152
New company in Michigan
SEM
04-24-2015 09:27 PM
04-28-2015 11:56 AM
by Steve
6 235
Correct me if I'm wrong...
SGL1
04-26-2015 02:41 PM
04-28-2015 06:57 AM
by SGL1
12 290
Total yard rehab
SGL1
04-23-2015 03:59 PM
04-27-2015 06:57 PM
by SGL1
11 371
equipment marketplace?
jrs.landscaping
04-27-2015 04:49 PM
04-27-2015 06:09 PM
by jrs.landscaping
2 145
Buying contracts /...
greenscaper123
04-26-2015 04:46 PM
04-27-2015 05:59 PM
by Steve
2 183
Lawn Care Service in...
Friscobob
04-24-2015 03:33 PM
04-27-2015 05:44 PM
by Steve
4 258
what's the big deal...
Tony317
04-25-2015 02:19 PM
04-27-2015 05:43 PM
by Steve
3 195
Newb Question - Multiple...
DependiLawn
04-24-2015 11:36 PM
04-27-2015 05:36 PM
by Steve
1 186
maintandlawndispatch...
SGL1
04-21-2015 03:31 PM
04-24-2015 04:42 PM
by Steve
9 338
Thoughts on Undocumented...
element009
09-25-2011 11:08 AM
04-23-2015 09:32 PM
by Chilehead
56 15,754
Hello Everyone
DesignsByBnC
04-22-2015 04:07 PM
04-23-2015 02:19 PM
by DesignsByBnC
2 216
The upcoming rainy...
5StarLawnscaping
04-21-2015 01:22 PM
04-23-2015 12:54 PM
by Steve
7 305
color fliers?
holymoly
04-18-2015 02:32 PM
04-23-2015 12:50 PM
by Steve
12 518
WARNING! Especially to...
SC93
04-19-2015 12:05 PM
04-22-2015 01:39 PM
by Steve
14 572
Could be great news for...
SC93
04-14-2015 11:06 PM
04-22-2015 01:28 PM
by Steve
15 643
quick pic
joshlawncare
04-14-2015 07:49 PM
04-21-2015 05:01 PM
by joshlawncare
4 458
Got Inspected today
swstout
08-09-2010 10:31 PM
04-21-2015 03:53 PM
by SGL1
10 4,136
Smoked my first belt!
SGL1
04-20-2015 08:46 PM
04-21-2015 03:28 PM
by SGL1
4 279
lawn care business...
holymoly
04-18-2015 02:56 PM
04-21-2015 06:18 AM
by holymoly
3 378
landscape insurance
clarkslawn
03-30-2015 10:14 PM
04-20-2015 10:02 PM
by SGL1
4 611
Poll & Discussion...
CHEESE2009
09-16-2011 06:16 PM
04-20-2015 08:20 PM
by avetslawncare
27 5,810
Aerating / Dethaching...
Hard-Body lawn & garden
04-12-2015 07:53 PM
04-19-2015 08:49 PM
by Chilehead
17 747
Start LIKING FACEBOOK...
rlclawncare123
02-26-2015 12:06 AM
04-19-2015 09:21 AM
by KJ90
8 1,140
bidding a cemetery....
NPM_LLC
03-28-2015 10:56 AM
04-19-2015 05:26 AM
by RSE
22 1,201
Hustler Raptor
SGL1
04-13-2015 09:27 PM
04-18-2015 07:53 AM
by SGL1
15 649
is craiglist good to...
JBENI
04-16-2015 11:11 AM
04-17-2015 10:25 PM
by Wolf4dk
11 561
Am I missing something...
googus
04-11-2015 06:33 PM
04-17-2015 08:01 PM
by avetslawncare
10 695
Hello
sonny54
04-16-2015 09:49 PM
04-17-2015 03:10 PM
by Steve
1 311
Unreal
Chilehead
04-09-2015 09:12 PM
04-17-2015 08:27 AM
by Chilehead
11 703
starting a lawn care...
JBENI
04-14-2015 09:03 AM
04-17-2015 08:03 AM
by JBENI
14 717
Finally got a warehouse
avetslawncare
03-12-2015 07:52 PM
04-16-2015 07:52 PM
by avetslawncare
23 1,541
New 14 x 7 Enclosed...
whitepropertydetail
04-15-2015 06:46 PM
04-16-2015 03:40 PM
by Steve
1 372
older used dump trucks
SECTLANDSCAPING
09-22-2011 12:33 AM
04-16-2015 12:41 PM
by biglee
21 8,196
Tax Poll
Steve
04-15-2015 02:13 PM
04-15-2015 02:13 PM
by Steve
0 351
» Popular Tags
ad landscaping apartment bid apartment complex apartment lawn care estimate applying bark bob villa bush collections commercial contract help deliquentaccounts demonstration design ditches door hangers edging employee problems estimate flyers free advertising google grass growing a lawn care business hardscapes hills how to hydraulic jobs landscape services lawn lawn aeration lawn care lawn care busines plan lawn mowing managing a lawn care business marketing marketing secrets new business new mower ordinance past due patio install per hour charge per hour service profit on employee push versus ride running a business scag v-ride scripts secrets to landscaping sell the vision seo shreaded snow plowing sq ft starting a lawn care business theft toro tractor auger trailer mate pro truck new used landscape web design website website design winterization won't return wood wright stander rh www.greenturion.co.za
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 02:45 PM.


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

All times are GMT -5. The time now is 02:45 PM.

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