I can only agree if as a business owner you try to save money and shop around between vendors to see who can give you the best deal. That is assuming you are not comparing apples to oranges. You'll always have to pay for good quality. Obviously the cheaper you can get a product, the more saving you can do and the more savings you can pass on to your customers.
Keep in mind as well that if you perceive your business as a commodity you are not making yourself a favor. Apple, Microsoft, Sony or any other amazing company are not in business to charge the least for their products or services, BUT THE MOST. And they do that because they have AMAZING SERVICE. People perceive their brand as companies with great products and services. Thus those amazing brands can charge as much as possible.
You should aim at doing the same. Get the most for your product or service. Obviously you have to justify pricing by delivering SUPERIOR product or service. Excellent service won't cost you much more, all you have to do is train your staff to deliver unparalleled customer service experience. People don't mind paying for something that has great value.
Where it gets a little more complicated and dangerous is when an employer is trying to save on the back of his/her employees by cheating them. Employees are the backbone of any business. You remove your employees and you have no more business. So no matter what you may think, your employees are your ultimate asset.
I have seen businesses not paying overtime to to employees. THAT IS LUDICROUS! What do you expect about your own employees when you do not give them what YOU OWE THEM BY LAW? Do you think they will deliver the Ultimate Customer Experience? DO you think they are going to care about your business and your customers? They won't! Ultimately you will penalize yourself first because customers won't have any reason to come back and do business with you if you don't do your utmost to bring back the clientele in such fierce competitive environment.
Don't expect your employees to fight for you if you cheat them. By fighting against your employees, you are going against your business long-term goals as well as the customers best interest. I cannot see a business being highly successful when your mind is to be as cheap as possible with your own employees.
I have seen restaurants violating all kinds of laws. From not paying over time to stealing the waitstaff tips to pay for managers. That is not a healthy environment and employees won't feel very happy. They wont give the best service and guests will always be able to find better service at a competitive restaurant where employees feel happier and more rewarded.
It is up to you to figure how long you want to stay in business. In the age of social media where the people have power, employees and customers are free to share their comments and experience with the rest of the world. Thus if you turn against your employees and customers, your demise will be sooner thanlater.
Andre Plessis
Restaurant/Hospitality Consultant
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