Striking the right balance between client trust and extra fees
Mark Lee
MAY 21, 2024
Imagine you’ve gone to buy a second hand car and, after checking it has all the features you want, you agree the price you’ll pay with the vendor. You are thrilled. They promise to give it a clean and bring it around to your house a couple of days later. That’s all part of the service and covered by the fee you’ve agreed to pay. When they bring the car round though, they tell you that earlier they had spotted something that might have been a problem, so they arranged for the car to have an indep
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