Late last year a parking garage opened in our neighborhood with 3 free hours of parking. It was great when you’re running errands and then go grab a beer or go out for dinner. We’re loving having the garage (especially in the winter when you’re trying to corral a puppy!) About a month ago the garage switched to 2 free hours of parking and after 2 hours you have to pay. Okay, that’s fine. There’s ONE machine to pay for parking, and it’s hiding in the back of the garage.
A lot of people have missed the machine and ended up with $50 parking tickets, and they aren’t happy. I can’t say I blame them, I would be too! Most people just missed the machine or figured the two hours were free and didn’t need a ticket, like the system that was in place the past 6 months.
You know what would be great? If for 1-2 months after the change instead of a parking ticket you get a note that says “hey, we changed the system, moving forward any time you park here, get a ticket please, it’s free for 2 hours. Starting June 1 we’ll be ticketing you and this would have been $50”
That would be SO NICE and HELPFUL. Instead? The neighbors now kinda hate this garage and the building owners. That’s not great.
Have you changed systems in your business and just expected your clients or customers to read the fine print? It’s a dick move dude. If you make a change in your business make sure to communicate it clearly to your customers AND I’d suggest a grace period. “Hey, I saw you sent me a check and I asked if we could setup automatic payments online – can we get that setup next month?” “I asked for 48 hours notice to get this setup for you, I have time this month but moving forward can we plan for 2 days in advance?”
See, way nicer than a ticket.