Quote:
Originally Posted by stomachmonkey
The customer is right (even when they are wrong) because in general they have the ability to cost you more in future business than the cost of swallowing the one time occurrence.
It's more true today than ever.
One bad review on YELP or a social media outburst can ruin a business.
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This is it. The customer isn't always right, but you have to let him think he is.
When I worked at a hardware store some guy came in and wanted 75 screws. We had one box left and it had 75 screws in it. The price of an individual screw was 4 cents and the price of a box of 100 was $3. I told the guy since he was emptying the box I'd just let him have them at the box price of 3 cents each. He went ballistic. How could I charge him the box price when there were only 80 screws? Ripoff! So I charged him $3.20 instead of $2.40 and he was happy as can be.