Goodwill - does it change your opinion of the company?

Tygermoth

Goodwill – does it change anything, really?

So I fought with British Gas for months regarding a bill issue and it was finally resolved with a gesture of goodwill towards the inconvenience without me requesting any (a fair sum). However regardless due to all the issues I would never use their services again. BT were the same, major issue, massive kerfuffle and they (without me asking) goodwilled my line rental. Makes no difference as I no longer would go with them.

However just been called by British Gas (a lovely lady) and in conversation she was surprised that the goodwill did not change my outlook regarding the company. Because the whole point is to foster goodwill between you and the company in question.

Do you find it changes how you view a company...... or if you have got to the stage goodwill is offered the damage is done?

neilmcl

Goodwill is no substitute for companies doing their job/providing the correct service level in the first place.

visidigi

neilmcl wrote: »

Goodwill is no substitute for companies doing their job/providing the correct service level in the first place.

Depends on the level of goodwill...if its a service which works sporadically and the supplier offers it free until it works right then thats harder to not see the goodwill as a positive thing.

I think it all depends on the level of goodwill - when a company does an epic FAIL on some level and then says sorry here's £5 that, quite frankly just riles me more.

Additionally, if I have to ask for goodwill then its no longer goodwill, goodwill should be done without prompting...

babyemily

I think it depends on how the Company acts in the first place. If they are all mardy and difficult and it takes a long time to sort out then no amount of Goodwill will work But if they are helpful and resopnsive initially then yes, I would stay with that company as the goodwill would feel like a genuine offer

aldredd

It can certainly go a long way to repairing a damaged relationship.

what DOES annoy me though is when they give me what I was entitled to, but label it 'good will gesture' - that will send me elsewhere!

bod1467

aldredd wrote: »

what DOES annoy me though is when they give me what I was entitled to, but label it 'good will gesture' - that will send me elsewhere!

This! +1 millionty!

oldagetraveller

Unfortunately Royal Mail say it's a "gesture of goodwill" when they send half a dozen stamps after a c ock up! Where else can a private individual go to post letters on an infrequent basis? They know you can't go elsewhere and do absolutely nothing about the cause of the c ock up.
I wish it were possible to use an alternative.

bigfatface

I would go elsewhere. It would cost British Gas more to lose you as a customer then it would to give you a 'goodwill payment' to keep your custom.

arcon5

They've lost you already, so compensating you doesn't really acheive what they wanted by giving you it -- i'm betting had they give you 6 months free energy you'd happily stay with them and possibly continuing on a paid-for package after the free period.