Bill, you've helped me condense my wordy rambling about this topic to one basic thought.
A cardinal rule in all businesses is that the customer comes first. Granted there could be an exceptional customer that deserves to get the boot or who makes unreasonable demands. In this case, resolving the problem to the customer's satisfaction, in the big scheme of things, was a rather small concession for B&H to make considering the volume of business they do, the monetary amount, and the fact that the mistake was theirs. B&H did not put the customer first. Tom C. On Tue, Feb 2, 2010 at 12:28 AM, William Robb <[email protected]> wrote: > Mark, I've been in situations both as a customer and as a sales associate on > the floor where mispriced goods are brought to the cash register. In every > instance, the lower price, be it the one on the floor or the one that rings > up is considered to be the correct price. > The store takes the hit, fixes the pricing issue right away, and life goes > on. > What B&H did on their website is, more or less, the equivalent of putting > the wrong price sticker onto a product on the shelf. > The correct thing for them to have done is to honour the advertised price, > take the hit, and correct the price as soon as they can. > Just because it is an internet store, it doesn't mean that they should be > doing anything fundamentally differently from any honest bricks and mortar > store. > Changing the price at the cash register is considered a very bad retail > practice. I'm sure you remember that from working at the camera store. > It really is an accountability issue, and I think quite a major one. > > William Robb > > > -- > PDML Pentax-Discuss Mail List > [email protected] > http://pdml.net/mailman/listinfo/pdml_pdml.net > to UNSUBSCRIBE from the PDML, please visit the link directly above and > follow the directions. > -- PDML Pentax-Discuss Mail List [email protected] http://pdml.net/mailman/listinfo/pdml_pdml.net to UNSUBSCRIBE from the PDML, please visit the link directly above and follow the directions.
