Recently, I stayed at a hotel that I had thought was a good value for the dollar. That was until I checked in and learned about the “add-ons.” Warning: I’m about to “rant” on this hotel— but I have a point! First, I always ask if the hotel has charges for toll-free or “800” numbers. […]
Recently, I stayed at a hotel that I had thought was a good value for the dollar. That was until I checked in and learned about the “add-ons.”
Am I going back to this hotel? Not unless I have to. And, to anyone who asks my opinion of this hotel, I will pass on a less-than-favorable review. I don’t think that is what the hotel wants me to do.
Are we easy and reasonable to do business with? Do we “nickel and dime” our customers and clients? Do our clients ever feel like they are being taken advantage of? Think of the above examples and take a look at your business. Do you do anything that resembles the hotel, consultant or architect? Remember what the customer or client wants. They want your product or service to do what it is supposed to do – and they will gladly pay for it. They will even pay more if they feel they are getting good value for their money. “Nickel and diming,” however, could potentially diminish the perception of good value as it did for the hotel in the above example.
On the “flip side,” one of the more expensive stores to buy clothes and accessories is Gucci. One thing they don’t do is nickel and dime you. They just charge a lot of money for their merchandise. But that is okay because you get what you pay for. You get excellent service and a high-quality product. They are a success story. So it seems fitting that we close with a quote from the great Aldo Gucci. He once said…
“Quality is remembered long after price is forgotten.”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright ©MMXI, Shep Hyken)
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