Some Things Are Better Left Unsaid

Recently, a new produce stand opened up near my home. They have great fruit - it's actually ripe, unlike what you often get at the grocery store.

But, while their fruit is great, their attitude leaves a lot to be desired. The first time I went, there was a LARGE painted banner on the side of their building that said something like, "John Smith - Come back and pay your bad check! You ripped us off!" I can appreciate the feeling of betrayal when a customer writes a bad check, however, hanging the dirty laundry out like that seemed, well, odd and made me feel uncomfortable.

I stopped in again yesterday and as I was standing in line to check out, I noticed a piece of paper hanging on the register that said something like, "Please use cash if you can. Using Credit and Debit cards costs us a LOT of money so we prefer that all our customers pay in cash. We'll also be glad to take your check with 2 forms of ID. If you can't pay by cash or check, then please buy enough to make the fees worth our while." It then had a break down of how much they pay in fees to the credit card companies. I was astounded. I don't use cash very often. I use my debit card. The first time I stopped into this place, I was pleased to find out that they took debit cards and that was why I returned. Now, while I'm standing in line with my $5 worth of fruit, I am being scolded for even THINKING about using my card. My total was $5.25 and I had exactly that in cash in my pocket. I paid and left. I won't be returning. I don't care to hear their whining. I could have dealt with a "cash-only" produce stand, but to try to shame for using my debit card is ridiculous. If they don't want to pay the fees, then don't take the cards.

Some retailers feel the need to post a thousand rules for doing business. I always joke about the online auction that has a longer list of "rules" than the description of the item. Why would you want to do business with someone who tells you upfront that they really don't want your business? Creating a hostile customer atmosphere is going to put more customers off than anything else. Is driving prospective customers away your desired outcome? I understand trying to be clear about your policies, but some things are better handled privately and on a case-by-case basis.

This business could have approached this completely differently. First, they could have a minimum purchase amount for credit or debit. That's reasonable. Or, they could just stop taking the cards and tell customers, "We're cash only to keep our prices low". That makes is sound like a GOOD thing for the customer even if their motive for doing it is something else.

Sometimes it's all in the delivery. A sign on your door that says, "Keep your child with you at all times" is somewhat hostile. But a sign that says the same thing with humor is less likely to irritate your customers. Or, if you wish to do something a certain way, just do it. Don't explain it. Most customers will never ask and for those who do, just explain your policy without apology. That is a much better approach than posting a list of hostile looking rules.

As you set your business policies in place, put yourself in your customer's shoes. If you were reading these rules the first time you walked into your business, would it say, "We treat our customers with respect" or does it say, "We treat our customers like criminals or children"? The way you say it can make all the difference. Be easy to do business with. Your customers will appreciate it and so will your bottom line.

Kim Guymon is the founder of ScrapBiz and is considered one of the foremost experts on starting and running a business in the Scrapbook Industry. Since 2001, she has helped hundreds of entrepreneurial scrappers realize their dream of owning a scrapbook business. She has also introduced the wholesale side of the industry to the idea of non-traditional retailers. Kim can be contacted at Kim@ScrapBiz.com or you can view her website at http://www.ScrapBiz.com or her business blog at http://www.KimGuymon.com

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