Goodwill Gesture
A goodwill gesture is something small you offer after your own delay. Examples are a discount, a free extra, or priority on the next job. It repairs the relationship and admits no debt.
What it means
A goodwill gesture only reads as goodwill when you offer it before the client asks. The same discount, handed over after a complaint, looks like a concession you were pushed into.
Keep it in line with the actual inconvenience, whatever the size of the job. A missed hour costs a client far less than a missed day. A gesture too large for the delay teaches a client that pushing back gets a bigger discount next time.
You arrive 40 minutes late to a small repair. You take $20 off the invoice without being asked. You say so plainly: "Sorry I was late. I've taken a bit off for the wait." You make no long apology. You just state the number.
Waiting until the client complains before you offer anything. The same gesture then reads as damage control.
See also
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