What would you think of customer service like this ?
A really good friend who knows sales, marketing and customer service called me today and dropped two bombs on me.
She knew I’d write about ‘em and she didn’t have time to write ‘em up herself.
A guy and his wife go into a furniture store for a mattress. Here’s the gist of their conversation with a sales associate.
Them: Hi. We’re looking for a king size mattress.
Salesman: Ooooh ! Too bad you weren’t here 2 days ago. We had them on sale for 15% off. Today they’re $999.
Them: Uh… yeah, that sucks. Can you get us that price ?
Salesman: Nope. Sorry.
Them: Can we talk to a manager ?
Salesman: Sure thing. I’ll get him.
They tell their story about having cash and wanting to spend it, but since the mattresses were on sale only 48 hours ago, can you sell it to us for that price.
Manager: Nope. Sorry, but I don’t even get an override on sales, so it won’t help me at all to do that. Can you believe this company doesn’t pay the manager on the sales made ?
Them: Never mind. We’ll go somewhere else.
Why would a salesman ever tell a prospect about a lower price that isn’t in effect any more ?
And why would a manager ever tell a prospect about his compensation plan ?
The answer is neither would, which means that neither are.
In case you didn’t catch that, there are a myriad of ways to converse with a prospect besides instigating anger, confusion and doubt.
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