Is your business stepping over dollars to pick up pennies? – Part 3

Cremorne Physio’s director Jerome Finkelstein believes the Surcharge Free movement is part of a broader philosophy of customer service and urged small businesses to join the advocacy.

Putting customers first is critical to fostering repeat business and is one of the main reasons an Australian clinic has steered away from payment surcharges on customer card transactions.

This customer-friendly policy is one of the reasons Cremorne Physio became the clinic trusted by families on Sydney’s prestigious Lower North Shore since 2001.

The company has a team of skilled physiotherapists, massage therapists, clinical pilates practitioners and admin staff who prides itself on the strong relationships it builds with its patients and the community as a whole.

Director and principal physiotherapist Jerome Finkelstein believes the clinic’s point of difference is its level of care, complemented by its surcharge-free policy.

“We only employ experienced, expert physios and massage therapists and pride ourselves on taking the time to listen and understand our patients’ problems, explaining the implications and what needs to happen for them to get better,” said Finkelstein, who owned three clinics in Cape Town, South Africa, before immigrating to Australia with his wife in 2001.

Referral and repeat business are fundamental to any small business such as that of Cremorne Physio that was able to serve long-term family clients in a span of 15 years.

The clinic has joined businesses, industry associations and consumer advocates in support of the National Surcharge Free Movement that is part of a broader philosophy of customer service – putting the customer first at every opportunity and Finklestein, seeing the benefits, urged small businesses to do the same.

“Paying is the last thing customers do before they leave. Why go to such great lengths to provide great treatment and great service if you sour the whole experience at the end by applying an unexpected additional charge?” said Finkelstein, who is proud of his clinic’s range of payment options.

A tent card is on display on the counter so customers are aware of the surcharge-free policy.

His advice for small businesses that are considering surcharging?

“Don’t! If you want to lose clientele – because you will lose clientele – then go ahead. If customer recommendations and repeat business are important to you, then treat processing costs for what they are – a cost of doing business,” said Finkelstein.

For more information on how you can join the more than 110 Australian businesses that have pledged their support for Surcharge Free, visit www.surchargefree.com.au.