3 ms·
The proprietor has apologized more than twice in the emails.I do not think it is fair for the HBS professor to take such drastic measures because a hapless busi
by ekm2 12y ago
The proprietor has apologized more than twice in the emails.I do not think it is fair for the HBS professor to take such drastic measures because a hapless businessman did not understand enough HTML to update a website frequently.
- gregatragenet3 12y agoThe proprietor also had the opportunity to credit back the customer's money twice - having the wrong advertised prices on a menu is the proprietor's mistake. In the first response, the owner should have offered to credit back the $4 not just send an updated menu. This likely would have diffused the whole situation. And then on the second reply when asked for $12 he shouldn't have just offered $3 (not even the full amount). It's an antipattern for running a small business to not honor a lower price if an employee (or website) misquoted a lower price than is usual. And in most jurisdictions it is also illegal.
- gohrt 12y agoWhy do hapless businessmen disproportionately make such errors in their own favor? How often does a store accidentally undercharge?