You might think that a business is foolish to lose a long-term customer who would have spent $450 after 10 service calls, but if it cost the owner $46 each time to perform that service, then he is actually ahead of the game by NOT doing the job at all. You think he’s lost $450, but in reality, he just saved $10.

Sometimes, depending on the type of business, much of the cost of a small job is just getting a worker to your doorstep because of all the overhead involved (rent, taxes, insurance, Worker’s Compensation, vehicle expenses, etc.) This is the reason for a minimum service charge. It allows the owner of a business to make a modest profit on each job. Otherwise, there’s no point in doing the work.

Now, having said that, if this company advertised they would do the work for $45, then sprung the minimum charge AFTER they get to your door, then that’s completely unethical, and perhaps illegal. Shame on them. They will not be in business for long!!

I appreciate your inquiry but the most basic tenet of valuable customer service and basic human interaction was irreparably violated before the service rep answered the phone.

The subject advertisement was purposefully, selfishly, and fundamentally deceptive. Deception is simply a three syllable word for lie.

It is a common experience that if one party is willing to lie at the very beginning of a relationship, the foundation is, at best, weak and likely harmful.

Companies that choose or have to depend on deceit to attract clients are likely delivering valueless products or services. I wish for them nothing but real and deserved failure.

I also wish I knew the name of the culprit so that I could avoid patronizing and benefiting such unworthy, unethical companies.

You would do well teach your students that regardless of contemporary capabilities and/or technological opportunities, one tenet that has never needed any evolution and should be a component of all business and human interaction is the “ethic of reciprocity.”

If a job takes 16 minutes to complete, then charge for 16 minutes.

By being flexible, clients and potential clients will come back to you.

What goes around comes around…

Dawn

Unfortunately though it’s probably more likely a case of a buiness that never really has given thought to the concept of the long-term value of your average customer. Too many businesses are managed by thinking only of what will generate the most revenue THIS month or THIS quarter or this year. Large corporations and small businesses alike seem to set strategies and execute tactics for the short term only.

I am a lead instructional designer and currently making a course for retail associates. Customer service is one of the many topics.

I am trying to think if there anything the customer service associate could have done to change your mind? Or at least to make you think about it instead of flat out refusing. Something along the lines of “we can’t change the minimum charge policy, but while our team is there fixing the issue, maybe they could also look over other potential issues?”

If I were in your shoes, I would have probably considered it. But then again a $85 minimum charge is an atrocious amount, so I might have refused it in the end after all.