We had one of our Bx meetings today.
When we went to settle the bill, the café had decided to change the terms of what we had agreed because they felt it was not in their interest.
It wasn’t a difference in much money but the bad taste in my mouth was still the same.
Sometimes you pay for clarity.
In this case the clarity that we did not want to continue our relationship with this venue.
We decided the clarity was worth the overcharge and so we paid the bill and left.
Now we are talking with 3 other venues to take on our regular bi-weekly Thursday meetings.
They will consistently get the patronage but more importantly the exposure and the certainty that many of our members will go back on their own time.
Why do I tell this story?
Because I wanted to point out the transaction over relationship mindset that can kill your business.
This was our 3rd event at this venue.
Each event we had 20% more people than the previous event.
Each event we were spending 30% more.
But at this event they changed the terms to pocket the equivalent of 10% over what was supposed to be agreed.
They killed a customer lifetime value metric that was increasing by leap and bounds for a one-time income hit.
Kind of like a homeless crack addict stealing a person’s watch that had generously shared their home and warm meals to keep him out of the rain and cold.
Next blizzard…. That door is shut
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