Scott White, The BIG Kahuna, shared a story of a small business mistake:
Last night my wife and I went to a birthday dinner at one of the nicest St. Thomas restaurants. We really happen to like this restaurant. There were 8 of us in total. The food was fantastic. The service was white glove.
What could go wrong? Read the rest of the story at Thinking Small, then come back. Don’t forget to read the comments, too!
My solution? Instead of an extra fee, I’d love to see them provide a bonus dessert or gift to the group. How about a gift certificate for a future visit? Yes, I know they didn’t buy the cake there, but then you’d have eight new evangelists singing your praises all over, instead of eight disgruntled people grumbling about you to everyone they meet. Is that worth the $40?
By the way, to the commenter at Scott’s who said these fees are common and therefore OK, I couldn’t disagree more. If these fees are so common and so unpleasant, they represent a terrific opportunity to make your business stand out by not nickel-and-dime-ing your customers to death.
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