“Achievement is talent plus preparation.”
– Malcolm Gladwell
Desperate times can lead to desperate measures … and I’m seeing a disturbing trend these days among small business owners.
On more than one occasion, I’ve seen businesses pad their services – add extras without authorization. “The air filter was pretty bad, so we replaced it.” “I noticed that your dog was due for a stool sample, so I went ahead. No sign of worms.”
Some businesses are doing this even though the customer is either near at hand or a phone call away.
The bottom line: If you are tempted to pad your services without authorization, it will come back to bite you in your padding. Guaranteed! It’s not only bad business, but also bad for business. Some people may protest. Others will be too polite to speak up, so they will pay the bill … and then you’re likely to never see them again.
That would be like the counter kid at McDonalds throwing in that order of French fries or apple pie without asking.
A better way: We’re all looking for ways to survive these challenging economic times, and finding a way to increase services can add 10% or more to an invoice. Still, when you find an additional service that is needed, first talk to the customer and get his or her okay. Don’t make assumptions that will cost your customer additional money … and you business in the long run.
Work hard. Make money. Have fun.
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