The Problem with Nickel-and-Diming

The Problem with Nickel-and-Diming

You may feel the temptation to charge a little extra to your customers for little things that will help your bottom line in the short term. But don’t make the mistake of forgetting about the long-term value of a customer. Nickel-and-diming your customer violates their trust, especially when you change the rules in the middle of the game just to make a few extra bucks. The customer may decide to grit their teeth and pay today, but odds are good they’ll start looking for somewhere else to take their business next time.

Learn more about how this happened to me recently in this week’s video!

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About the author

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to

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