Not Right or Wrong, Just Smart

Had an example this morning of the difference between a "professional" businessperson and someone who just runs (or works at) a business.

In a nutshell, we got ripped off -- bought a little coupon book a few weeks ago, went to use a coupon for Sunday brunch today and was told by the restaurant staff that our coupon was a fake.

Now, we don't doubt that the restaurant is being honest. They probably aren't just trying to get out of honouring the coupons.

But, their reaction could have been better.

They said: "Sorry about that. Write down your name and number though, because we're working with the police and we should be able to get you compensation."

They should have said: "Sorry about that. Tell you what, we'll honour the coupon, since it's not your fault that this is a fake. But, we'll have to confiscate the coupon book. Give us your name and number and we'll try to get you reimbursement for the original cost of the book."

Even with the coupon, the restaurant is probably still making a net profit on our purchase. If not, it was at least an effective loss-leader to get us in the door. (If the offer is too rich to honour now, why was it okay earlier, even with the cost of the coupon book?).

Regardless of how the restaurant was impacted by the actions of the third-party that sold the coupons illegitimately, the business has just lost most, if not all, of the positive impression they had made on us until that point.

It doesn't matter who's fault it is; it matters whose customer it is.