I’m in Melbourne this morning giving a presentation on Collaborating in the Cloud. On check-in, I noticed this sign. The sign outlines the hotel’s policy on the use of credit cards. It explains that there is a surcharge for using a credit card to settle your account.
I’m staying at a reputable hotel and, lucky for me, the cost of the room will be covered by the event organisers. Regardless, I look at this sign and think:
“Really Hilton? You’re not a 7-11. I’m not buying a carton of milk. Do you expect me to be walking around with wads of cash to pay for a hotel room?”
I’ve seen this type of penalty in hotels (and other businesses) before, and I don’t get it. As a business owner I wonder how decisions, like this one which penalises clients for HOW they pay you, come into play. And, I wonder where in my business am I, perhaps, penalising MY customers? On this issue – I believe that credit card fees are a cost of doing business. I see the practise of passing on the fees to clients more often when you choose to pay with a Diners or American Express card. My thought is: If you’re going to pass charges on to clients them manage in way that doesn’t seem to penalise them. Build the costs into your prices. Even though I’m not paying the bill here today, it stills seems an unfair exchange. Think of the transaction from the customer’s perspective. Make it easy for them to pay you. Suzi
