“It’s NOT
What YOU Want,
It’s What Your CUSTOMER Wants!”
February 10, 2010
File this one under: Stone Deaf!
I received a call yesterday from a representative trying to
sell me on a new search engine. OK… I asked her to call back the next day – and
she did as promised.
As she was going through her sales pitch, the minutes
started ticking away… 5, 10, 15… going through screens and menus… and I was getting a tad antsy.
So I politely interrupted the pleasant lady on the other end
and asked for the bottom line – how much was this new search engine listing
going to cost me?
She said she get to that “in a minute.”
Three minutes later I again interrupted her with the same
polite question… please let’s just get to the bottom line. She said she had
just a couple more items to cover first.
My response was in effect this: “This is not about what you
want – it’s about what I as the customer wants. Please let’s just get to the
dollars and cents.”
She said OK – and then proceeded on with her pitch!
One minute later I interrupted her for the 3rd
time. “Suzanna (not her
real name!)… please… just give me the cost
now.”
Did I get the price tag?
Nope.
She continued onward.
The next sound she heard from me was “Thank you very much –
and goodbye.”
3 times I asked for the price of the service. 3 times I was
rebuffed. 3 times this young lady disregarded my wants and desires and insisted
on doing it her way.
Now… what are the chances I would ever consider doing
business with this upstart company again?
Hint: Probably never.
The moral of this tale?
LISTEN. Then give the customer what they want. If that means
going off script – then by all that’s holy - GO OFF SCRIPT!
I’m sorry Suzanna if you were offended… but hey… I did give
courtesy the old college try.
Back To Gallery Page
