Yesterday was a public holiday in Auckland, so we went out for breakfast. It’s the law here that you have to give staff overtime rates and an extra day off for working public holidays. That’s 2-3 times minimum wage, more or less, but still expensive, so it’s become the norm to charge an extra 15% on normal prices. Anyway, here we are in a crowded restaurant and I’m wondering how many of us get annoyed about being nickel-and-dimed like this.

Not as annoyed as we were on another occasion. After waiting in a long line for ice creams at a city beach, we were told when we reached the counter that they were an extra 15%. To cover the extra cost? Yeah right. They didn’t have extra costs, they had extra opportunities – a hot summer day, holiday crowds and a monopoly position. I reckon they were probably close to doubling their normal margin on a huge sales day.

…And everything I’ve said is probably wrong. But I’m a customer. I’m not always right but I always have an opinion.

Times are tough so this is a great time to consider how many of your business policies and touch points aggravate your customers. And fix them.

Cheers, Ian

PS I know we’re not perfect, so if you reckon this is the pot calling the kettle black, please leave a comment or email us.

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