How to Lose $75 in Income in Less than 2 Minutes (WT506)

How to Lose $75 in Income in Less than 2 Minutes (WT506)


WT506 How to lose $75 in less than 2 minutes

As we’ve been travelling around Tasmania, we wanted to learn about and see some Tasmanian Devils. Ross searched the internet to find out opening hours and prices for a Tasmanian Devil attraction near where we were staying.

We arrived at the venue. After greeting us and asking if we wanted to enter, the salesperson said, “Your contribution is $37.50 per adult, which includes a donation to further research, etc.”

“Oh, that’s more than we read on the website”, I said.

“Was it our website?” she asked, as she proceeded to look it up, telling us that we were wrong and here it was to prove it.

Ross showed her what he had found on the internet and she continued to prove herself right.

“You did a Google search. We can’t control that. That was written by someone in 2014”, she said in a condescending manner.

We were originally okay with the increase in price. It was $2.50 per person. No big deal.

We were not okay with her manner, nor her seeming desire to prove us wrong.

“It’s okay”, I said. “We’ll pay the correct price.”

“I just wanted to check for myself,” she lied as she turned the computer screen towards us to show us, when we were not at all interested.

“No you didn’t,” I retorted, this time completely exasperated by her. “You just wanted to make us wrong.”

Next came the information that there would be a surcharge for paying by credit card. This did it for me.

“You know what? We won’t worry about it.”

With that she gave me back my card. I told her she could improve her customer service skills and we walked out.

As I write this, it’s hard to describe the manner in which she spoke and gestured. It was totally uncomfortable and off putting.

As I was driving away, I reminded myself that it was only an experience. There is no suffering in any experience; only the meaning we give it.

I also considered how I would have handled the situation differently.

Knowing that people get things wrong and that there was little resistance on our part to the increased price, I would have chosen to be kind rather than right.

I would have replied with something like, “Oh, thank you for telling me [about the difference in price]. I’m sorry the price wasn’t correct. The current price is $37.50 if you’d still like to come in.”

Wow! How to lose the business $75 in income in less than 2 minutes.

What would you have done from a number of different perspectives:

  1. The customer
  1. The salesperson
  1. The business owner?

Your Manner Matters (WT476)

Your Manner Matters (WT476)


WT476 Your Manner Matters

Firstly, I want to say that I am not complaining and this isn’t a rant. Rather, the goal for the stories in this week’s thought is to remind us of the importance of our manner and the impact it can have – both positive and negative. 

Here we go:

As we’ve been travelling around Far North Queensland we’ve been staying in a mix of caravan parks, national parks and free campsites. We generally only plan our itinerary a few days in advance and mostly call a prospective caravan park a few hours before we intend to arrive.

We got caught out a few times, booking and paying in advance, only to arrive and find the park was awful, so we made a rule, policy or guideline, whatever you want to call it, that says “We can enquire on the way, but not book in and pay until we’ve seen the site”.

On a couple of occasions, we’ve made the decision not to even look at a park because of the manner of the receptionist.

Here’s an example of an enquiry:

“Hello, could you please tell me if you have any sites for a motorhome for tonight please?”

“How big is the motorhome?”

“About 25 feet.”

“Have you got slide outs?”


“You’re sure you’ve got no slide outs?”


“How many nights are you staying?”

“Just the one please?”

“You’re sure it’s just one night?”

And on the conversation went until an exasperated Ross ended the call.

Turning to me, he announced, “We won’t be staying there!”

His next phone call was completely different.

“Sure we’ve got sites. Just come around when you get into town and we’ll show you what we have.”

When we arrived, the lady was extremely hospitable and gracious. She walked us around the caravan park, pointing out the various sites and inviting us to choose the one that suited us.

When we were leaving, having extended our stay by a few days, she came out of the office and thanked us for staying with them and invited us to return.

Your manner makes all the difference.

It can win or lose you business and you may not even be aware of it.

Could you say you are confident that your team are winning you business?

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