The British expect services to be honestly described and fairly priced. What the service includes, what it costs, and what the client can expect should all be clear before the engagement begins. Hidden charges, opaque terms, and pricing that seems disproportionate to what is delivered provoke reactions that go beyond frustration to moral judgment. “Value for money” is the standard: not cheapness, but proportionality between what is charged and what is provided.
A premium service at a premium price is perfectly acceptable if the quality justifies it. A standard service at an inflated price is experienced as dishonesty. Be transparent about scope and pricing. Deliver what you promised at the price you agreed. The British reward straightforward dealing with loyalty and punish perceived dishonesty with permanent distrust.
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