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My wife and I had a nice encounter today that demonstrated the importance of measuring customer satisfaction on the fly.

Since getting married, we had too many financial obligations and a few emergencies that caused us to prolong our selection of the wedding pictures. So, we finally went to the photographer and began selecting what we desired.

As we began to finalize a few things we asked if we could get an upgrade by adding a few more pics to the album. This began the process of the up sell.

We made it clear that with the amount of money we already paid we should get a little extra in exchange for not going with another company. So, they began to work something out for us.

A few minutes later they asked for more money! By this time my wife is upset! That’s when I asked a simple question…

…”Let’s say we paid $2k for the package and there was a similar package available now. What would prevent us from getting that package since we already paid for it?”

After a few minutes he came back and tried to make a deal but asking for more money. Finally, we said, “forget it” and “give us what we paid for.”

My wife made it very clear that she was unhappy and felt we weren’t being treated as valuable customers considering what we paid.

Basically, all we wanted was an additional 22 pictures added to the photo album, which would have cost them absolutely nothing extra. I know because I did my homework.

Once we confirmed what we wanted we left with a bitter taste in our mouth. On top of that, today is my wife’s due date, so that didn’t help.

We cannot recommend this company for a variety of reasons and you can bet we will let everyone we come in contact with know about our experience.

In essence, they will lose out on repeat business from us as they also do family portraits too. So, instead of giving us something extra they lost out as we would have come back in a few months once the baby was older.

If you run a business and a client asks for something extra do it! It just may be the difference between having a repeat customer or having your competition get their business. Plus, word of mouth will also bring in a few more customers too!

The customer is not always right but if you can quickly measure customer satisfaction on the fly and determine that it’s best to keep the customer happy why not as long as you are not losing any money.

Happy and unhappy customers talk. Which one would you want talking about your business?

Until next time!

Take care, be safe and stay blessed.

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