Welcome to the first of the “Just Because You Can Doesn’t Mean You Should” Series. Part 1.
Should I charge the customer the credit card fees?
So what do you think? Should you charge customers the credit card fees? I’m very happy to accept your comments. Here’s what I think.
Firstly let’s look at the cost benefit of this action. You are charging a maximum 3.5% that equates to $3.50 for $100 purchase. I say just because you can doesn’t mean you should. For the $3.50 you are saving you are potentially losing a customer. You run the risk of turning a positive buying experience into a negative buying experience. Have we forgotten that there are benefits in being paid by credit card like your customer does your banking for you. We don’t charge customers for paying by cheques yet they require us to actually go to the bank!
We can justify the charge but as a customer I know who charges the extra fee and who doesn’t and when there is a choice I know that I go to the business who doesn’t charge credit card fees.
Remember:
- Most costly part of business is finding customers.
- One of the hardest things to do is to make the deal
- Important to make the customer experience pre sale, during sale and post sale a positive one.
- You can do things but be mindful of the consequences of your action.
Tip: Incorporate the fee into your pricing structure.
