I have to relate a short (medium) story that happened to me. I have a small group of customers, 25 in all that my wife and I mow every week. I deal with many other customers when they want spring/fall cleans and I also have a group of fert only customers. My weekly mow customers are my focus and should be yours also. Most of these customers have been with me from year one or two. They have received the price raises and have continued on with me. I have an old widow who always writes a small thank you with her payment. Aside from mowing, her addons are the spring and fall clean as well as gutter cleaning twice a year. She is an old farm girl of 83 years old so she likes to work in her yard. She liked to edge her lawn with the hula hoe and has done so every year up til this one. It took her a long time being the house is a corner lot with long walks and driveway. Last week I broke 2 days of mowing into 3 so I had extra time. When I stopped there I had my edger on the trailer. I thought, what the heck I'll start edging and if she comes out I'll just tell her its free. She never came out and I finished the job in 20 minutes. It looked great. When we invoiced I added a short letter explaining how the edging was done and it was free as a token of customer appreciation. When her check for the monthly mowing came there was a little note folded up inside also. Within that note she explained how greatful she was that I edged because she had eye surgery and she could not get out to do any work while she recovered. She saw the edging as a BIG job and she was very thankful it was done. She also added a check for $20.00 for my wife and I. I certainly did not want to get paid for it but it made me feel good. I have some customers that I know would not appreciate a freebie like that and they don't get it but since I don't have lots of customers I can get a feel for their personalities. This lady NEVER complains and never asks for little extras or freebies like some do. It is not that I always mind doing a little extra for the customers but I do have a few that want to abuse that. Get to know your customers. Surprise them sometimes. I know that she is a great customer and I feel good knowing that she is happy. That usually spreads. Take care.