If you quote a price to a customer, you need to honor that price.
This may seem obvious, but unfortunately, we live in a day where people and companies don’t always live up to their commitments.
When you honor a quote you’ve given customers, it is an important step in building a solid relationship with them.
We recently stayed at a beach condo on the Texas coast. When we made our reservations, the condo’s website had stated a certain price for the days of our trip.
By the time we checked into the condo several months later, their rates had increased. We realized this when we saw that upon check in, they had charged us more than we were expecting.
Armed with our original confirmation and quoted amounts, I returned and spoke with the manager to correct the problem.
After explaining the situation, she immediately (without argument or question) refunded the difference to me.
This was a huge relief.
You Can Diffuse the Situation
When your customers notice a difference between the quoted price and the actual sale price, they will get on edge or even angry.
The customer will come to you ready to fight, argue, and will probably be expecting the worse.
You can immediately diffuse any worries and conflict by honoring the original price.
Remember: even though there was an error to begin with, the customer will remember the positive outcome and leave with a good impression of your business.