How Gill Landscape Nursery Reacted After A Client’s Dogs Were Hit

When faced with a terrible accident that occurred at a client’s home a few years ago, Gill Landscaping Nursery in Corpus Christi, Texas, faced the consequences. In this video, co-owner Sally Gill recounts what happened that day, and how her husband, James, and the landscape crew reacted. Their actions earned the loyalty of a client who, under other circumstances, would have associated them with anger and pain.

Transcript:

Sally Gill: Our landscape company back in 2011 was doing an installation of a landscape job for a client in the back yard, and the client made it very clear that the dogs were going to be in the backyard and that we needed to keep the gate closed.

We kept the gate closed through the building of the garden, and on the last day the owner took the dogs with her in her car. So we felt like it was an opportunity for us to leave the gate open and do a lot of last minute work.

She came back home and didn’t tell us that she was there with her dogs. She let her dogs into the house, and the dogs ran out through the house and into the backyard and went immediately through the gate and ran out into Ocean Drive in Corpus Christi, Texas, and both dogs were hit by a car.

My husband immediately went over to her home and listened to her frustration. She was sobbing about her dogs — they were like her children.

The good news about the story is the dogs are OK today.

We took the dogs to the vet, and each person in our crew wrote a letter to the homeowner, apologizing for what happened. And James [Gill’s husband] sat with her and consoled her. We also sent flowers to her and paid the vet bill.

We offered to not charge her for the landscaping, but she felt like we had gone above and beyond.

It was partially her fault, she recognized that, and she really appreciated our willingness to jump in and do everything we could to make a bad situation a little bit better.

And so today, she’ll come into the garden center and say, “I’m the woman who had her dogs run out in Ocean Drive, and I shop here. I’m committed to Gill’s, and I appreciate what you guys did for me when the accident happened.”

Leave a Reply

More From Retailing...
Cordyline Candy Cane (Excelsa Gardens, Inc.)

November 14, 2017

Garden-Retailers Pick Their Favorite Products From The Landscape Show

Grower-retailers have once again named their favorite new products, this time as part of the Cool Product Awards at The Landscape Show 2017 in Orlando, FL. Awards were presented to 12 companies, representing 14 products.

Read More
Ian Baldwin

September 26, 2017

Gardening Industry Not Recovering as Much From Recent Recession as in Past

In his latest blog posting, garden retail industry consultant Ian Baldwin says changing consumer demographics mean that, unlike past indicators, the garden business hasn’t surged after a recession — and it’s not going to under the current model.

Read More
Hydrangea mac. Fire Island (Monrovia Nursery)

September 19, 2017

Grower-Retailers Pick Their Favorites From Farwest 2017

Members of The Garden Center Group once again named their top selections in both live and hard goods for the Retailers’ Choice Awards at Farwest 2017.

Read More
Latest Stories
Cordyline Candy Cane (Excelsa Gardens, Inc.)

November 14, 2017

Garden-Retailers Pick Their Favorite Products From The …

Grower-retailers have once again named their favorite new products, this time as part of the Cool Product Awards at The Landscape Show 2017 in Orlando, FL. Awards were presented to 12 companies, representing 14 products.

Read More
Ian Baldwin

September 26, 2017

Gardening Industry Not Recovering as Much From Recent R…

In his latest blog posting, garden retail industry consultant Ian Baldwin says changing consumer demographics mean that, unlike past indicators, the garden business hasn’t surged after a recession — and it’s not going to under the current model.

Read More
Hydrangea mac. Fire Island (Monrovia Nursery)

September 19, 2017

Grower-Retailers Pick Their Favorites From Farwest 2017

Members of The Garden Center Group once again named their top selections in both live and hard goods for the Retailers’ Choice Awards at Farwest 2017.

Read More
Trends Slide - No Logo

September 12, 2017

Garden Media Group’s 2018 Trends Report Highlights Natu…

This year’s Garden Trends report offers seven trends that you can use to inspire mental wellness. Take a look to see how many trends you’re already using to connect with your customers.

Read More
GCA Bathroom Winner Wingards Market 1

September 8, 2017

Garden Centers of America Announces Best Bathroom Award…

If you’re a grower-retailer, your restroom may end up being the most important part of your customers’ experience. Find out the big winners of this year’s Garden Centers of America’s Best Bathroom Awards.

Read More

August 29, 2017

7 Popular Retail Trends from the 2017 IGC Show

Almost every type of retail garden product imaginable filled the booths on the tradeshow floor at the 2017 IGC Show held in August in Chicago, from pots and containers to garden tools, patio furniture, and decorative items. Here are seven gardening and product trends that stood out at the show.

Read More

August 21, 2017

50 Cool Products on Display at the 2017 IGC Show

Check out these cool products vendors showed off at the 2017 IGC Show on the Navy Pier in Chicago, August 15-17.

Read More
griffin-expo

August 15, 2017

Griffin Becomes Newest Distributor for Master Nursery G…

The agreement allows Griffin to join Master Nursery’s network of more than 150 supplier partners, while giving Master Nursery access to new product and service options for member businesses in the Midwest, Rocky Mountain, and Pacific Northwest regions.

Read More
Decorative Premium Hanging Baskets (Ainong USA)

July 25, 2017

16 Products That Garden Retailers Loved at Cultivate’17

In what has become an annual tradition at Cultivate, a team of garden retailers presented awards for their picks as the best new products (both live goods and hard goods) from Cultivate’17.

Read More

July 11, 2017

Grower-Retailers Invited to Help Pick Their Favorite Pr…

The Garden Center Group is inviting grower-retailers to join them on their quest to highlight the best new retail products on display at Cultivate’17.

Read More
Hort Couture Farm to Table Display

July 7, 2017

New Marketing and Retail Display Ideas to Boost Your P…

Innovative marketing displays and retail concepts at California Spring Trials 2017, inspired by popular consumer trends and the need to encourage consumer success, overflowed with exciting new ways to promote plants.

Read More

June 19, 2017

IGC Show Features Talks on How to Cash in on the Buy Lo…

This year’s event, which takes place Aug. 15-17 in Chicago, also includes a free workshop on what you might do when starting your business over from scratch.

Read More
Robert O'Neill

May 11, 2017

Former SEAL Team Six Leader to Address Attendees at IGC…

Robert O’Neill is a highly decorated combat veterans and the author of the just-published memoir, “The Operator: Firing the Shots That Killed Osama bin Laden and My Years as a SEAL Team Warrior.”

Read More

April 24, 2017

Ian Baldwin Offers Examples From Grower-Retailers on Pr…

In March, Baldwin wrote a blog advising grower-retailers to consider raising their prices this spring. The post inspired a number of creative suggestions.

Read More
Ian Baldwin

March 31, 2017

Ian Baldwin: Aim High With Your Pricing This Spring

In his latest blog posting, the garden retail consultant says consumers are spending more today, which means it’s a good time to consider raising your prices.

Read More
GCA Summer Tour 2017 Andersons Newport Beach

March 23, 2017

Garden Centers of America Unveils Stops on Its Summer T…

Registration for the event, which includes visits to several garden centers each with their own unique highlights, is now open.

Read More
MSU Guide To Attracting Pollinators

March 9, 2017

New Guide on Bee-Friendly Plants Available From Horticu…

The guide is designed to help grower-retailers educate and motivate their customers to purchase and plant pollinator-friendly materials.

Read More
Grapevine Balls, Glass House, and Galvanized Dish Gardens (Flori-Design, Inc.)

March 6, 2017

Cool Product Awards from Garden Retailers Announced at …

This year’s Tropical Plant Industry Exhibition (TPIE) once again served as a great spot for the Cool Product Awards, an annual collaboration between TPIE, Florida Nursery Growers and Landscape Association, and The Garden Center Group.

Read More