I have documents printed for my business at their service desk all the time, but I was uneasy about my experience today. I approached the desk and said I needed color copies and was referred to the self serve machine. I asked if it had high gloss paper and was told no. The customer service personnel indicated that the policy for any order was an automatic 30% upcharge with a 1 hour turn around service. I said that I have never heard that before, and she said it's a new policy as of March 1st. It was presented to me that all orders have a 30% upcharge regardless of the circumstance, but clearly she must have meant if I need it within an hour than there's an upcharge fee.
She never asked any probing questions as to how many copies i needed or when I needed it by. Had she explained the cost and the amount of the surcharge i may have left my items to be printed and never thought twice about the extra cost. Instead i walked out and went straight to Office Max.
Bottom line: It wasn't what she said it was how she said it and didn't try to understand what her customer needs were.