So the journey continues. No one knows what comes next. The newspapers report of airlines and train companies who are taking advantage of customers and increasing their price. I just spoke to a friend who reported that a certain hotel in London increases its rates by 60 pounds every night for the last 3 nights. What an outrageous move! This is a great way to reinforce that notion that the customer should be taken advantage of at any opportunity possible. When the customer is in need, charge more. When they are in desperate need, charge desperately high prices!
Lesson 2 – Do not take advantage of your customers., the quick reward will prove to be a long term reputation nightmare. These customers will not forget the way you treated them / cashed in on their problem when they were in desperate need.
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