A reader recently wrote to us all wound up about the cost of a spring washer. The problem was that he was being charged $6 for a washer on a mower repair job and he was not at all happy about it – especially when he checked out the price elsewhere and found another company selling the same washer for 15 cents! As a result, although he’d been dealing with the repair company for over a decade, after being charged $6 for the washer he vowed never to deal with them again.
The message to businesses is clear – don’t overcharge customers, and treat your good customers well. That business should have given the customer the washer and said, “With our compliments – and is there anything else we can help you with”. Instead they have gained $6 but lost a good customer and no doubt thousands of dollars worth of future business.