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 offline
Administrator
 
Join Date: May 2003
Posts: 37,821
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 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 75
Posts: 4,473
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, 01:48 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, 02:29 PM
CHEESE2009 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 75
Posts: 4,473
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 02:33 PM.
Reply With Quote
  #5  
Old 02-24-2010, 11:31 AM
Steve's Avatar
Steve Steve is offline
Administrator
 
Join Date: May 2003
Posts: 37,821
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
Help Spread the word...
Sprinkler Buddy
12-02-2015 08:41 AM
Today 08:19 AM
by Sprinkler Buddy
19 1,301
back surgery
Bradcook21
01-28-2016 08:51 PM
Today 01:18 AM
by Steve
15 385
Howdy Yall !!!
B&C
Yesterday 10:06 AM
Today 01:05 AM
by Steve
1 30
hello
2menandmowers
Yesterday 07:32 AM
Today 12:53 AM
by Steve
1 30
Best two stroke oil
Greg_TopYardServices
02-08-2016 07:53 PM
Today 12:51 AM
by Steve
8 124
Hello everyone!!!
1newkirk05
02-09-2016 03:16 PM
Yesterday 04:05 PM
by jrs.landscaping
7 127
Tine Rake Detaching vs...
wigglesworth
02-09-2016 05:32 PM
02-09-2016 07:43 PM
by Steve
1 49
Finding open bids?!?
C&DPropertyManagement
02-07-2016 01:48 AM
02-09-2016 07:11 PM
by Steve
3 118
hello all
romanlandscape
01-29-2016 03:46 PM
02-07-2016 10:20 AM
by Bradcook21
6 224
Lawn Care Book Ranked #1
Steve
02-06-2016 12:36 AM
02-06-2016 12:36 AM
by Steve
0 105
Hi
Sellers Lawn Care
02-02-2016 01:48 PM
02-05-2016 08:03 AM
by Sellers Lawn Care
4 171
Collecting payments from...
Niagara Mowing
02-03-2016 05:21 PM
02-05-2016 08:00 AM
by Niagara Mowing
7 225
SMS assist? The good,...
jcurr33
01-27-2016 10:24 PM
02-04-2016 11:53 PM
by Steve
5 258
I need some help...
Anise
02-04-2016 01:39 PM
02-04-2016 11:51 PM
by Steve
3 134
Customers dodging the...
Rocky
11-06-2015 06:22 AM
02-04-2016 03:41 AM
by C&DPropertyManagement
7 1,507
Offering a "Trial"...
wybut076
02-01-2016 06:27 PM
02-03-2016 08:26 PM
by Just for Cuts
7 257
Iowa Caucus Predictions?
Steve
02-01-2016 06:31 PM
02-03-2016 12:40 AM
by Steve
1 113
Laying White River Rock
DiamondLawnCare
02-01-2016 08:27 PM
02-03-2016 12:17 AM
by Steve
1 135
Networking for a...
jcurr33
01-30-2016 09:26 PM
02-01-2016 06:27 PM
by Steve
4 209
Customer giving a 1099?
apmAkron
01-27-2016 07:22 PM
01-31-2016 08:55 PM
by Chilehead
6 272
happy to be here
redrobin
01-29-2016 10:45 AM
01-31-2016 08:44 PM
by Steve
1 149
Thought's on an "E-Z...
jcurr33
01-27-2016 10:48 PM
01-31-2016 08:38 PM
by Steve
4 244
Changes
Knaubone
01-30-2016 10:56 PM
01-31-2016 08:31 PM
by Steve
1 136
Thoughts on this Exmark...
googus
01-28-2016 04:24 PM
01-28-2016 08:09 PM
by Chilehead
1 156
1st year in
jcurr33
10-18-2015 05:07 PM
01-28-2016 07:49 PM
by Chilehead
6 4,149
Need opinion on zero...
Mr. Mow
01-24-2016 05:42 PM
01-28-2016 07:41 PM
by Chilehead
10 372
Opinion on liquid vs...
Bradcook21
01-25-2016 02:03 PM
01-28-2016 07:38 PM
by Chilehead
9 319
Finding property size
Gageslawncare
01-25-2016 11:08 AM
01-28-2016 12:05 PM
by Gageslawncare
10 331
Tiger TG 2661 Commercial...
lawnman1959
01-25-2016 08:12 PM
01-27-2016 07:57 PM
by Just for Cuts
5 258
Spouse as a dependent?
Steve
01-26-2016 01:51 AM
01-27-2016 10:44 AM
by Chilehead
3 213
Hello All
C&DPropertyManagement
01-23-2016 12:21 PM
01-26-2016 01:24 AM
by Steve
1 186
Credit Cards - What's in...
Shark1611
06-16-2015 04:04 PM
01-23-2016 03:43 PM
by C&DPropertyManagement
17 7,699
Start My Own Business?
mowandblow1980
01-12-2016 08:43 PM
01-19-2016 07:00 PM
by Steve
12 657
State of the nation 2016.
Steve
01-12-2016 12:05 AM
01-19-2016 06:57 PM
by Steve
6 397
little help? first big...
Brian3137
12-31-2015 12:39 PM
01-19-2016 06:54 PM
by Steve
23 1,104
Hi everybody...
Greg_TopYardServices
01-14-2016 08:10 AM
01-19-2016 02:47 PM
by SC93
12 467
What's your next...
Steve
05-15-2015 12:54 PM
01-17-2016 08:48 PM
by Homeland unlimited
25 7,936
Plow controller problems
scaypa
01-12-2016 05:49 PM
01-16-2016 10:46 AM
by scaypa
4 304
Say Hello !!!
Steve
03-19-2007 12:18 PM
01-15-2016 07:23 PM
by tannerduncan
1,244 428,178
Pricing issue
Mr. Mow
07-07-2015 07:15 AM
01-15-2016 11:20 AM
by djlandscaping06
23 5,432
New College Course
Dr. D
01-14-2016 01:45 PM
01-14-2016 05:35 PM
by Steve
1 220
Yelp
Shark1611
01-13-2016 10:00 AM
01-14-2016 05:32 PM
by Steve
4 277
New to the forum from...
Doug Green
01-12-2016 12:23 PM
01-14-2016 08:34 AM
by Doug Green
2 261
Facebook advertising
Just for Cuts
12-13-2015 08:49 AM
01-13-2016 10:20 PM
by Just for Cuts
12 946
Choosing local business
Doug Green
01-12-2016 12:29 PM
01-13-2016 06:12 PM
by Steve
2 426
4 Seasons Landscaping LLC
Doug Green
01-12-2016 12:56 PM
01-12-2016 12:59 PM
by Doug Green
1 281
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 11:26 AM.


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

All times are GMT -5. The time now is 11:26 AM.

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