How do you handle it when a customer is surprised by a fee you charge that is clearly stated in your contract?

Our reader poll today asks: How do you handle it when a customer is surprised by a fee you charge that is clearly stated in your contract?

We point out the clause and charge the fee 66.14%We compromise somewhat on the fee but still charge something 11.12%We forgive the fee the first time and acknowledge the miscommunication 21.69%We renegotiate the contract to remove controversial fees 1.05%

Profit or Relationship.

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