I’m buying a $30 screen protector for my smartphone. Apparently no mere mortal can apply the thin film to the screen without trapping bubbles, so I was advised to head over to customer support. It turns out this support will cost me $10, yes, 30% of the product price. This is a simple uncomplicated service that takes less than 5 minutes, so why not perform that service for free? Show me you value my business? That way I leave with a smile on my face, instead of that irritated look that my children know as a sign of clear and present danger. Seems this store chose $10 over customer service, customer support and consumer loyalty combined. Consumers are a finicky bunch, and they (we!) know there are a number of alternatives if our experience is unsatisfactory.
What incremental fees are you charging that you could absorb in order to please your customers and differentiate yourself from those businesses that are only focused on their bottom line? Understandably, you might not be able to do this for everyone that you serve, but what about your very best customers. Are you rewarding them for their loyalty and patronage? That little gesture could make all the difference.If you aren't yet receiving these posts in your Inbox, subscribe here: