Small Business Customer Service Skills

What happens with the incorrect pricing of goods

Have you ever made the mistake of incorrect pricing of goods in your business?

Did you explain to the customer the error and ask them to pay more? or did you

incorrect pricing of goods small business help

Incorrect Pricing of Goods - what do you do

accept the loss and carry on. I would imagine that it would depend on the difference between the correct and incorrect price.

In the store next to mine, a staff member put a necklace on sale with a retail price of $165.00 down to $10.00. The customer was unaware of this obvious (to us) error, and the owner, who happened to be serving at the time continued with the sale as if nothing was wrong. Of course what she could have done was pointed out the error and asked the customer to pay more. However what would that have achieved? Possibly an irate customer and a stressed out owner.

Just last week I had a similar situation in my store and it was all my fault. I had put some boots on sale on my online store for $89.00 instead on $189.00. You can imagine my frustration when the order came trough & I had to process at the $89.00. So I just sucked it up and called it good customer service. Vowing not to make the same mistake again.

The legal situation will vary from country to country ( or state to state) so it’snot something I can go into in depth here.

Incorrect pricing of goods in advertising

If this was a case of an error in advertising to the public at large, sometimes a disclaimer in the advert may go some way to provide a remedy to the business, so that they may be able to charge the correct price. In many countries there are laws on false advertising so double or triple checking all advertising copy is the best policy. My hope is that in this case of incorrect pricing of goods, common sense will prevail. Well it may be a faint hope.

Is it a case of providing good customer service?

In my first example, this can be seen as simply good customer service. The owner was able to control her feelings, and, well lets face it, slight rage, and continue the sale. If the other tack was taken, the worst case result could have been a customer walking out of the store unhappy, maybe telling others of how she was ‘mislead’.

It’s a hard decision and again my view is that it would depend on the size of the error. If the customer knew or suspected of the incorrect pricing of the goods, as you can often tell, and was trying to take advantage that is a different story.

What do you think? Have you had any experience with this from a legal perspective in your part of the world. And have you had conflicting legal opinions. How would you cope with the incorrect pricing of goods? would you put it down to providing good customer service? It may pay to ask your local small business association on their views on the legal aspects what can be done when the goods have been priced incorrectly.

Here’s a lesson in good customer service, don’t forget to have a easy way for customers to contact you. Whether it be complaints, complements or general queries, customers should be able to contact your business. I sure can relate to the situation below on an important aspect of good customer service written by JEFF BERNTHA.

Good Customer Service – remember the communication channel

Here was my recent experience. Someone managed to copy my credit card information and use it to make an in store purchase. So I first contacted the credit card company. Will they do anything to find out who did it? No. They told me it was cheaper for them to write the false charges off as a loss then it would be to spend time investigating.

So then I contacted the store where the crook used a card with my account information. I was hoping they could use surveillance video to find the culprit.

The charge was made on a Friday. I contacted the store the next day.

They said they couldn’t help me because I needed to contact their corporate office. When I did that….there were 9 options on an automated phone, none of them said, press 1 if your credit card was stolen, used at our store and you want the criminal stopped.

So I finally reached someone who told me I should contact the online division of the company. What? The crime did not happen on line. Someone made the charge in person.

So I had to send an email to a general complaint form. Have not heard back.

I also contacted the police department where the crime happened … Have not heard back from them either.

So if you want a career that pays a lot stick with medical or law school. But if you really want to stand out; look for a customer service program.

How have your experiences been with trying to contact businesses? Similar to the above I would suspect. No matter what the reason, good customer service includes the ease in which customers can contact your business. And don’t forget to contact the customer back acknowledging that the complaint (or otherwise) has been received and what the next steps are to resolve the issue.

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