Tuesday, August 21, 2007

Customer service

We received an invoice for a small sum this morning from one of the big wholesalers. I wasn't too sure what it was for so I phoned accounts.

'There's a charge for paying by credit card, 1.5%, which we pass on to the customer'

'My customers pay by credit card, there's a percentage charge but WE don't pass it on. Nobody does'

'Well, Gardners have always done it'

'Well, Gardners have just lost a customer'

They must have been charging us the whole time we've had the account and I've only just noticed. To say I'm a bit angry would probably understate the situation - un petit peu. Gardners have just gone from the potential for 6 figure business from us to 3 figures. Nice work. Well done.

When will they ever learn. It's the customers, stupid.

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