I recently experienced treatment from a business that has staggered me. I won't go so far as to name the business but it is a well known producer of software from which I have previously bought and had tremendous service.

A while ago I purchased a desktop publishing package that would not run on my Windows 98 system. So having now upgraded my system and computer to XP I was starting to anticipate using the software. It's strange how things tend to come together because a week ago I received a mail shot offering a resource guide for the software at £7.95. Great timing so I decided to invest in a copy.

When I rang to place my order the telesales contact immediately tried to up-sell by offering two additional packages for £ 39.95, a claimed reduction from full price of £79.95. I said I was not interested and just wanted the resource guide.

The sales man then asked which of the two packages could possibly be of interest to me. I stated the package of 550 design templates. He then tried to sell these at the 'knock down' price of £22.95.

Tiring of the game I stated I would only take what I had rung about and would he take my order for the Resource Guide. We completed that deal, or so I thought. When the email invoice came through it stated I had bought the Resource Guide and the 550 templates package for £22.95. The amount would be taken from my credit card account when the package was despatched.

This in my book is theft and now the package has been delivered I will be dealing with the Managing Director of the business and closing my account.

The reason I relate this is because I have always had good service from this business but they have now lost a customer because of either;

a) Un-ethical business practices.

b) Motivating their sales staff so highly that they adopt un-ethical business practices.

In business you cannot ever lose sight of the fact that the customer is king. This incident will do untold damage to the business in question because I will verbally use this example of bad business practice as an example and will name the company.

Please at all times play it straight and respect your contacts and customers.

Next to doing the right thing, the most important thing is to let people know that you are doing the right thing - John D Rockefeller.

Best wishes,

Michael Harrison.

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