I had the flu and missed a session at the gym. I didn’t call and cancel so I should have been charged the cancellation fee according to their policy.
She waived the fee and emailed to make sure I was OK.
I would have paid the fee — it is completely fair. But it would have been the start of the end of my positive feelings about the gym. I’m always looking for an excuse to exercise less, and I’m sure I would have slowly soured on the place.
Instead, I booked 6 more sessions. Not only do I appreciate the gesture — now I feel guilty if I don’t spend more time and money with them.
Lesson: What policy have you set that is completely reasonable, but will cost you your relationship with your customers? How fast can you get rid of it?