By - Geor_ge
If he hasn't purchased yet, I'd broom him. If it's a high demand vehicle sell it to a local buyer. Anyone willing to threaten you before they purchased a car is someone you don't want as a customer.
sell the car to someone else, let him leave his review, let your social media person deal with it. It won't be hard to get the review removed or make him look like an idiot.
So easy to politely embarrass him with a review response. Either he will delete it or everyone who reads your reviews will see how unreasonable he is and disregard it.
"I apologize we didn't have a vehicle that met your budget. We will be happy to reach out when we have something older or with higher mileage."
"Oh..I see. Well hey why don't you come on over this way to our poverty lineup. We keep the used Journeys behind the store. We ain't proud...but it sounds like you aren't either."
Literally reply with screenshots of him threatening to do exactly this
This is the correct answer, assuming he threatened via email/txt
If it was over the dealership phone those convos are recorded with disclaimers by default too
Fucking gold lmao
Unfortunately I don't control our responses. Our BDC Director does the usual canned responses but I've given plenty of suggestions. As ISM however I have hammered many people with the "velvet sledgehammer".
curious: does your State allow a sale if it doesn't pass smog/emissions? In CO if it doesn't pass, the dealer has to either fix the issue or unwind the deal, so to a degree we do have control over it passing.
It sounds like he may be a mechanic and not a car salesman.
If you can delete bad reviews, your positive reviews mean nothing.
tell him to suck a dick.
Like what is he going to post? "They wouldn't give me a discount so 1 star" everyone will know he's a fuckin asshole that sees his shit review.
then post his name and photo so we can all laugh (kidding)
LOL I love this energy in the first line
what can I say, I like to be jerked off, not jerked around
Agreed. This guy sounds like a broke ass cheap ass motherfucker, and there’s no reason to deal with someone like that when there’s a supply shortage.
Stop caring about reviews so much when you know they’re fake. Or tell your boss the same. Not gonna have a review held over my head lmao I’m not a hostage
Absolutely. As soon as a person threatens us with a bad review we stop taking them seriously and any 'extra mile' concessions are immediately off the table. Now it's all by the book. Congratulations, Mr. Customer, you played yourself.
And the second you give in to these review mongers anyways they realize they have you. Service is expensive? Wouldnt want a bad survey and review would you? Car has a problem in 3 years? Bad review you sold him a lemon.
Why help people that are willing to do this ever? You shouldn’t
For years the pendulum has been so far in the consumers' favour where reviews are concerned it's a wonderful thing for businesses that it's swinging back towards the middle.
It used to be that if a business dared to contradict something in a review it confirmed they're a horrible company. Now as long as we keep a cool demeanour and stick to the facts we're more than free to post the facts in response to these bad reviews.
Knowing this we should all stop encouraging this behaviour from customers. Let them know fake bad reviews or reviews used to extort us will no longer be tolerated. If we fuck up by all means nail us with a 1 star. If we simply don't bow to your demands? Fuck you.
The fact that you are canadian and used that last line, in my mind you will forever be pictured as J-Roc from Trailer Park Boys. It will make your comments infinitely more fun to read in the future
One online review is never important enough to be held hostage over. Especially when you can reply to the review.
I've countered many online negative reviews just to have the original poster eventually delete it.
Tell him that you wish him luck and stop all communication.
> Any advice on how to handle is much appreciated.
"It sounds like this dealership isn't the best suited to handle your needs. Good luck in your search, sir."
That customer is a net negative to your dealership no matter how you slice it. Keep any and all correspondence where he's made that threat so you have evidence and can respond if and when he posts that bad review.
There are more customers than cars right now - it's perfectly acceptable to fire a customer. Hell, I've fired customers like that even before the shortage. It's just the smarter business decision.
You already know that guy is going to trash your CSI and cost you more corporate money. Best not to deal with that.
We don’t negotiate with terrorist 😂😂😂
Don't sell him anything. He never bought anything, he is not a customer.
Spoiler alert: They are going to give you a bad review even if you cave.
Tell the customer you know where he lives and if he gives a bad review, threaten to burn his fucking house down.
Reasonable take. I like it.
\*looks at flair\* Ah to work at an independent!!
And... I have a 4.8 on google.
God have mercy on the .2 that aren't with us anymore.
Ignore him and move on with your life. Whoever manages your yelp, Google, etc. account can get those types of reviews removed.
Did He say this verbally or over an email? If this is over email, screen shot it, black out the personal information and upload it to something like IMGUR. Then if he leaves a comment generally you are able to reply to said review and in your reply link the screen shot of the email he sent. This isn't going stop his negative review, but it will tell people coming to read reviews that this specific reviewer is full of shit
Regardless of what the car is, the public still doesn’t quite understand markups and certainly won’t rally behind a dealership whining about a customer wanting MSRP. That’s just the reality.
Best way to handle it is to let them leave the review and say something like “we’re very sorry that this vehicle didn’t fit your budget. We’d be happy to assist with finding you something more affordable that still fits your needs.”
Assuming the person leaves a review saying they didn't get a discount. I wouldn't put it past them to make up a different reason completely and lie in the review and say that the salesman was rude and insulted them the entire time.
I usually say something along the lines of, “I understand and welcome all truthful reviews. I need some one star reviews to offset all my 5 star reviews anyway.”
I love telling people that. Lol
I like the sentiment but this goes under “things that didn’t happen, for $1000; Alex”
Who gives a shit about 1 bad review? My service department shits out 1 star reviews on a regular basis. Let him leave the review. Don’t negotiate with terrorists.
And you’re happy with that? I bet your dealership is one of those with $30k markups on Mach Es
Who hurt you? No we don’t mark up customer orders. And I’m not the GM so my influence over the service department is slim to none.
Given that you think a customer is a “terrorist” because they refuse to pay more than the actual price of the car, I wonder how dealerships will feel if manufacturers decide to sell cars to you higher than you’ve already agreed to.
Lmao they are holding the dealership for ransom
> Given that you think a customer is a “terrorist” because they refuse to pay more than the actual price of the car
Since your reading comprehension appears to be at a Kindergarten level, the asshole OP is referring to is literally committing extortion.
Asking someone to sell something to you at the actual price is not extortion, dips*t.
The actual price is their list price. The person referenced by OP is demanding the car be sold to them for thousands below their list price *or else* they will do something intended to cause harm to the business.
If you need it explained any further I'm afraid I lack both the patience and the crayons.
Yeah, maybe keep those crayons for when dealerships go out business because of this greediness and you might need teach some of your colleagues. Thank me later!
Plain and simple.. you can be professional and tell him that your dealership isn’t the one that would be helping him anymore, and good luck for his search. Remember to keep all the threats of leaving a bad review so if he does your social media team can reply back.
Or my personal favorite.. tell him to go find the biggest pole he could find and fuck himself with it.. and make sure the pole is extra dry.
You can kindly decline his business.
"Go fuck yourself" is a good start
let him write the review and respond back to him. others will see his buffoonery. i work at my family’s restaurant and get these from time to time lol
Let him leave the review.
Then when your reply to it, politely explain why he is a dumb asshole as a response, for all the public to see.
It’s one of the best parts of my job. I’ve gotten complements on my absolute *roasting* of more than a few dickheads— from people who are actually buying a car.
Caveat: I’m an asshole at times so my partners rarely love me talking to customers.
I’d tell the customer that what he’s doing is blackmail and rather than contacting the police we’re just going to decline his business at any price.
Probably not the best tactic but I’ve done this before.
“Unfortunately, your candor with us shows that you are not a customer we would choose to do business with. Our prices are directly in line with the current market and we will not respond to a threat to our online reputation and our integrity as a form of negotiation. Best of luck with your vehicle search and please be aware that we will defend our stores’ character however necessary should you choose to attack our character as you claim in your messages to us.”
I would not complete the sale. The vehicle is in demand and frankly I would rather sell to a local buyer anyway…but if we are using threats to get a deal nobody else is getting that is really someone I don’t care to do business with.
It sucks that supply has forced cars to be sold above MSRP. It sucks for everyone. But it is what it is, and provided that you are consistent with pricing and not playing favorites then you are being as fair as can be expected. We don’t sell heart valves, very very few people NEED whatever new car they are buying (an alternative vehicle would almost always fit the actual need). This is a choice and nobody is being forced to make it. Threatening a bad review over being charged the same price as everyone else sounds like something I don’t want to deal with. No sale.
Here is how sales people should see reviews:
1. Reviews don't matter unless they impact pay.
2. You actually did something wrong and need to remedy it or not repeat it.
Great if you leave a bad review and still want to buy it the price just went up another $3k
This is hilarious!
This actually happens?
Sorry, it already sold
Assuming your dealership is 4+ out of 5 stars and you have several reviews - when looking at a business I actually prefer to see a high, but imperfect score, because it means they haven’t doctored it. I also enjoy reading bad reviews for good businesses because the 1 stars are usually either in this guys category or laughably over something a reasonable person wouldn’t downvote over, ex “Salesperson was great and I loved the car but a tree fell on it the next day.”
Out of market, threatening a bad review if he doesn't get his way? I'd put a note in the CRM explaining why your dealer should never under any circumstances sell this person a car and tell him no. Make sure your boss knows before you do it.
I would handle it like making it clear it's not personal, showing market averages (if they come close to justifying your pricing), suggesting an MSRP purchase may be available 6 months to a year from now, etc.
Basically any and all ammunition possible for the poor person that has to respond to the bad review later. "We apologize we were unable to locate a vehicle in your budget at this time, and hope to be of more assistance when the market conditions or your circumstances change." He can leave a review of your pricing, but if you treat him well through the process he's not going to have many valid concerns to express otherwise.
Also, don't worry about it too much. Ask your good customers for reviews and recognize most shoppers aren't as picky about dealer ratings right now anyways.
It has nothing to do with being poor, it's just trying to get reality to bend to your expectations.
If I buy IPO stock and offer to sell it when it doubles in price - should the company get the profit or me? Or my stock broker? Dealers take the risk and carry all the expense by buying wholesale, they take the loss when the market is down, why shouldn't they keep the profit when the market is up?
All kinds of dealerships were selling all kinds of cars for thousands of loss. So? Who is going to cover that loss? Ford Chevrolet? FDIC?
I am not going to argue with every Elon worshipper, luckily I had someone else's comment saved. This person is a general manager of a franchise dealership.
>You’re, at best, woefully misinformed. I don’t normally answer comments like these but for the sake of other people reading I’ll indulge you.
*All dealerships do is add money to the price of the vehicle.*
Wrong. First, few dealers actually make profits, net, on new vehicle sales. Second, we buy the retail product at a discounted wholesale price and handle the sales and service of the vehicle. We also handle trade-ins, buy and wholesale used vehicles, etc.
If the manufacturer got into this they’d need to hire an army of people to do so. They’d have to hire experienced people to appraise trades and wholesale them. They’d have to hire experienced people to determine what inventory works for each local market. They’d have to hire sales consultants, etc. All of this costs money.
If Ford went to a “factory order only” Model tomorrow their sales would plummet.
On top of that the factories would have serious cash flow issues. As it stands, they invoice us for cars as they’re shipped and we either pay them directly or our floorplan lender does.
If they own the retail channels, who’s going to pay for the cars as they’re shipped from the factory? Are you going to pay for your car in full possibly weeks before you receive it? There’s a cash flow crunch.
*A manufacturer direct buying could sell cars less expensive.*
How? The manufacturer, as I explained above, would have a cash flow issue because they’d now have to hold inventory. When costs go up so does the price. Business 101.
*Any independent mechanic could service the vehicle*
Not as easy as you’d think either. The factory wants trained techs working on their cars. This is not 1965, cars are. very complex these days and our techs are constantly going for in depth training. The money we invest in diagnostic equipment and special tools, some of which we hardly ever use but have to have is staggering. Few independent garages have the financial ability to acquire dealer level diagnostic and programming capabilities. And the ones that do aren’t generally markedly cheaper than the dealership. Why? Well, there’s that pesky overhead again.
*Dealers are force upon consumers by laws written to protect dealerships not consumers.*
Dealers aren’t forced upon consumers by some arbitrary law, dealerships are something the manufacturers can not afford to take over let alone have the ability to run. You are talking about a retail arm that would cause tremendous administrative and logistical expenses for the manufacturer. That does not equate to lower prices.
Manufacturers aren’t in the retail business. It has been estimated that Ford’s US dealer body has a value, including real estate, of around $20 billion. This is for a company with a market capitalization of $60 billion which includes their worldwide operations.
On top of that the average dealership has working capital requirements of around $1 million liquid. That’s another $3 billion in cash. And most of that is required for trade payoffs so it's not like that number can be streamlined very much.
*Any manufacturer could provide better less expensive distribution and service.*
How could they exactly do this? Reducing the footprint of dealerships has been shown to hurt sales. Period. The profits on the retail level are in parts and service, not new car sales so Ford, for example, isn’t going to look to lose that revenue especially if they’re looking at an investment of tens of billions; they’re going to want to make a profit off of this investment. Cars still have to be stored before sale, cars need to be sold, etc. This all costs enormous amounts of money.
On top of that if Ford now controlled retail sales and service, what’s to stop them from selling parts to independent repair and body shops? You could find yourself forced to go to the manufacturer controlled locations for parts and service because no independents could get parts or repair information. Oh wait, that’s reality with Tesla ownership. As a dealer some years back we took a Model S in on trade with a cracked tail lamp. The local Tesla service center would not sell us the part, even at full retail, we had to wait two weeks for them to take the car in, they charged us $300 labor and full retail for the light. Don’t like it? Tough, you don’t have a choice,
*Please justify your forced middle extra costs*
I just did.
If you look at examples where any manufacturer of an item has taken control of service and sales, prices go up. I’m into watches and let’s look at Audemars Piguet, a manufacturer of expensive Swiss watches. AP has been dropping almost all of their authorized dealers and opening up factory boutiques. Some of their watches are in great demand and command a premium in the secondary market, but not all.
It used to be that, aside from certain Royal Oaks, you could get a discount on one from an AP dealer. When I bought my Royal Oak (this was like 9 or 10 years ago when the market was quite different) I got a discount. You used to be able to have an independent watchmaker service an AP,
Not anymore. APs are almost all sold by factory boutiques and you pay MSRP. Don’t like it? Then don’t buy an AP. Need to get your watch serviced? A non complicated AP is a MINIMUM $1,000 service charge. Their movements are not tougher to service than any other Swiss automatic but they won’t sell ANY parts to ANY independent watchmaker so you have no choice but to go to AP and pay what they say you pay.
What do you think is paying for those boutiques they’ve opened up? They’re not doing it out of the goodness of their heart.
Rolex and Omega are the same way. If you want to get one serviced independent watchmakers can largely no longer buy parts from them. And if you go to an Omega boutique there is NO discount on ANYTHING but if you go to an Omega dealer oftentimes many of their watches are discounted.
I have never seen any example of where removal of competition has resulted in lower prices for consumers. I’d love to see you show me an example, because if you think manufacturers investing tens of billions of dollars to take control of retail sales is going to mean they won’t want to recoup that investment then you’re living in fantasyland.
Boy have you drunk the kool-aid .
Tesla also has 30 times the OSHA violations of every manufacturer in the US combined. What a great job.
Tesla is selling about 1/6 of what Ford does every quarter. Still a relatively small percentage by comparison.
A.k.a., their model does not scale to selling cars to people other than rich assholes on the coasts where there is charging infrastructure
Feel free to discuss your disdain for our industry elsewhere.
Lol what a piece of shit. You should earn the bad review by telling him that you'll sell it at MSRP. Have him buy a plane ticket and then tell him to go fuck himself when he arrives.
I wish we could review the reviewer
There is an episode in Modern Family where a maid said something like "You know? We also leave reviews."
It was a funny scene but oh boy how much I would like that to happen
Tell him ok, then move on. If you have a well reviewed dealership, one negative review won’t hurt you.
Tell him to take the deal or look elsewhere.
As my boss would say some customers you are better off not dealing with. If he is like that now he will be worse after he buys. He is welcome to leave a review you will reply and someone else will buy his vehicle.
Let them post it and then comment back exactly what you put here
Tell him you're going to leave a review of him there too.
"Sorry, that vehicle is no longer available". Repeat that forever with any car he wants to purchase from you. Even if you sold him a car at MSRP you can be guaranteed that he will leave a shitty survey no matter how perfect you may make the experience.
Let them review then respond to review with the real reason and this will invalidate their review for anyone reading.
Tell them to Fuck off!
I believe customers should be required to post their credit score with all posts
I’m consumer and a car buyer, and I agree with the consensus to ignore this ignorant customer’s threat and not worry about the review.
An additional reason is that some people who threaten bad reviews don’t normally write reviews. On sites like Yelp, newer account holders’ extreme reviews get filtered out, anyway.
One time I actually went out of my way to create an account to write a sparkling five-star review for someone, but Yelp didn’t display it because I was new.
All this to say, don’t worry about it. Ignorant customers will always be around, but fortunately, more people are knowledgeable these days, and that’s a plus!
If you say it's genuinely fake, just reply to that review and call their BS.
Dude will probably still give you a bad review for not giving him a discount off MSRP.
Record it and post it on YouTube. Link to it in his review. They’ll love it. Share it with their employer too.
Ask him where he works. Leave them a review with his name mentioned. Make sure to do it under an anonymous name of course.
I had a customer leave me a bad review when we agreed to a deal and then tried to tell my finance office that it was lower. Although he had signed a preliminary agreement prior to entering the finance office. I’m pretty sure it was just his way of being a dickhead and negotiating.
Anyways, he pissed us off so bad and brigaded our Google reviews, so I left his business one saying he was serving minors.
That’s a dick move, because someone can get into legal trouble for that.
I understand if you wanted to do tit-for-tat and hit him back with a bad review, but you didn’t have to accuse him of doing something highly illegal.
make fun of him to his face. People are intelligent enough to realize the reviews written by clueless whiny assholes. Or you could get all his info, call the police because that could easily be considered blackmail.
Extortion. Threatening to cause harm if you don't get your way is extortion.
Blackmail is threatening to release private/sensitive information if you don't get your way.
If you're selling for thousands over MSRP, then the customer has a legitimate complaint about your business model. If you're otherwise providing good service, then that's their only complaint. The customer shouldn't use that as a threat, and I doubt it's going to make your dealership change their business model, so there's not much you can do but ignore it.
Edit- hey just kidding guys. Charge what you want, customers aren't allowed to be mad about it.
> If you're selling for thousands over MSRP, then the customer has a legitimate complaint about your business model.
And what complaint is that, exactly? That these market priced goods are more expensive than I can afford or want to spend?
You can certainly disagree with the complaint, but buyers reading reviews may want to know about things like that. Especially if other dealers are selling the same vehicle at MSRP, which is likely.
That's completely irrelevant. The price of cars fluctuates by model, month and region. Seeing a 6 week old review saying Dealer A is selling Model Q at MSRP may be completely out of date to the point where Dealer A can't get any Model Q's for 4 months and are now selling them $xx thousand above MSRP or vice versa.
And the complaint in the OP is nothing new anyways. As long as there have been online review platforms there have been people threatening retailers with bad reviews if they didn't get a discount / free things thrown in.
It's extortion, plain and simple.
Charge what you want. If you charge too much, customers won't like it. Simple as that.
I already said the customer shouldn't use it as a threat, I agree with you on that. But he's entitled to leave a negative review based on asking price.
You're out of your mind.
I don't leave reviews for businesses where the goods are out of my budget because that would be insane. I don't know anybody of sound mind who'd ever think that's a normal or acceptable practice.
What you're talking about? I allways leave bad reviews for Lamborghinis, they ask way to much for a car with one engine, 4 wheels and only two doors. Why should they cost x10 more than a Camry?
If other dealers were selling it at the arbitrarily set MSRP, the customer would not be a long-distance customer.
Sure, and if OP had a good price on a high demand vehicle, he'd have buyers lined up and wouldn't have to negotiate with this buyer.
He probably does have buyers lined up around the block for it, OP was just asking for advice how to navigate the threat of review. He is clearly not negotiating with this terrorist or he would have no need how to ask about dealing with the review aspect
He most definitely does. Thus the point of this post. Was this really lost on you?
They're not. The guy is calling in from out of the area. He is desperate to find what doesn't exist, and what everyone else is willing to pay for.
If someone left a review for anywhere else, say Whole Foods or Ikea, and said "Nice place but it's more expensive than it should be," is that an unfair review? Are they not entitled to that opinion just because other people feel it's not overpriced?
Did the customer go in to the establishment and demand that they sell them their groceries for less money in lieu of getting a bad review? Is anyone forcing them to shop there? Are they selling their groceries for more than others Whole Foods are?
I already said the customer is wrong for threatening the bad review. You're arguing with me about a point we agree on now.
But it's OK when dealers are selling thousands under MSRP, as the market demands, right? It's a suggested price after all..
Good, I would too. Fuck any dealer selling over MSRP. Hopefully after all of this it wipes them all out.
Hello! Are you by chance aware of this thing going on called a “chip shortage?” Hint: it has nothing to do with salsa! :)
It does, too! I'm having a fuck of a time getting Trader Joe's Blue Corn chips these days. Fucking chip shortages!!
Seriously I can't find Pickle Doritos anywhere right now.
Right!!?? This is the real problem with the supply chain.
Of course, but it does not cost more for the dealer to purchase vehicles. So why are dealers aloud to scalp?
For my next trick I shall explain that salesman need to make money too, if they don’t have volume for their commission, they need to make the gross more on each sale they DO make. I see where you’re coming from with the scalping sentiment, but there’s more at play than just “dealerships bad.”
Still does not solve the underlying problem. Why is that pushed onto the buyer? You are making the extra cash now, but I and many others will never purchase from a dealer that is scalping. Auto manufacturers should hold dealer accountable for doing this.
I’m not a car salesman my friend, I hate the prices over MSRP as well, but I don’t think they are evil or greedy for moving up prices to keep food on the table. It sucks, but the chip shortage is out of everyone’s control. Any dealership that has CRAZY markups might face the consequences of that later though, you’re right.
Auto manufacturers aren’t going to hold dealers accountable for shit.
They don’t fucking care, because they are still selling the cars. They don’t care about your hurt feelings or your empty wallet because some other motherfucker will come along and buy it.
You do realize the the markup over MSRP is to compensate for the lack of volume due to decreased supply, right? The cars don’t cost more but the dealership has to make more on each car to compensate for the lack of volume and since the demand hasn’t really changed the market supports this as does their business needs.
As a matter of fact it does. Manufacturers have clawed back incentives so we have less money to work with per deal.
Also because our volumes have been slashed we have to make up for the loss in revenue by raising prices.
AKA how capitalism works.
Should I go to my local Keg Steakhouse and tell them I hope they get "wiped out" because of how much they've raised the prices of all the steak dinner options on their menu?
Go sit back down. Grown ups are talking.
Why would they get wiped out? They’re the smart ones who are actually making money right now.
Sorry you can’t afford a car, maybe you should find a way to make more fucking money.
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Out of the area customer is looking at a vehicle in high demand that just arrived at our dealership. There is a limited supply, they are selling for thousands over MSRP. He says he will give us a bad review if we don’t do the deal at MSRP, not above.
Any advice on how to handle is much appreciated.
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Just tell them "sorry, it just sold to someone else, best of luck."
Cave-in to his demands immediately, there is literally nothing worse than a bad review. Also, I want you to give me the car for free. If not, I will leave a bad review.
We usual ban those people
I was in the business for 10 years and I’m usually not on the side of dealerships because, let’s face it, some dealerships really fuck their customers, but there comes a time when you have to say “Fuck this little piece of shit” !! He knows how the market is right now as far as limited supply is concerned and he thinks he can weasel his way into a deal. I don’t like what’s going on right now with car prices but it is what it is, thankfully I don’t need a car, but people that continually lease have no choice so now they have to bite the bullet, and they’re not happy about it !! You can either deal with it like a man or be a dick, sounds like this guy is choosing dick !!
No one reads reviews anymore about car dealers- they want your car not your friendship
Write if for him on a non-discounted pencil lmao
We do not negotiate with terrorist.
I won’t ever forget this one Asian guy that threatened us with bad reviews, threw his hands up and started walking out the door with some swagger. I wanted to kick his ass just for how ridiculous he looked.
We all laughed when he left.
Weird how all the responses are tell him to go pound sand. I just bought a car and the manager has offered all but his wife to me for a 10 star review from the manufacturer
Manufacturer surveys are a lot different than google/yelp. The manufacturer demands perfection and ties real money to them.
Because that’s not a review, it’s a survey. Like many posts in this sub, unflaired responders don’t always know what they are talking about.
You probably could have gotten the wife if you'd held out a tiny bit more...
We've been over this - wives are off limits.
Limited supply or not, cars shouldn’t be selling for over msrp anyway, stop doing that and you’ll stop pissing people off. Having said that, customers reaction is bordering on blackmail.
Edit: (after butthurt downvoters) being prepared to purchase a car at msrp and not over Msrp is not a ‘discount’. Only a moron would genuinely believe that.
“Customer called us out for price gouging, how do I tell him to go fuck himself?”