The other day my 20 year old dishwasher died. Alas. So, I went to a big box appliance store. I asked to see some dishwashers and a nice young man escorted me to a row of them. From left to right, the most expensive to the cheapest were lined up.
I barely cook. It’s just me and Hotrod at home. I usually wash each dish before I put it in the dishwasher. I was pretty sure I would be easily pleased with whatever decision I made. Of course, I was in a hurry. This is how I made my decision: I counted 2 from the right and pointed at the 3rd cheapest dishwasher.
“I’ll take that one.”
“OK,” said the nice young man. We did the paperwork. The next day the dishwasher was installed. And, I really don’t like it. Oh, at first all was well. Until I started to use it. It has two really annoying features. One, the silverware tray is on the door, so everytime I open the door, the silverware spills out. Two, there is only one spray arm. So the dishes on the top get shorted if there are pots on the bottom blocking the water flow. Every day I am reminded that, for a few hundred dollars more, I could’ve gotten a better appliance. If I could just snap my fingers and redo that decision, I would. Alas. Instead, I live with it.
And that nice young man at the appliance store? I wish he had been more helpful. Maybe he didn’t want to be a pushy sales person. Maybe he didn’t know better. Maybe he realized I was in a hurry and didn’t want to blow an easy sale. But I am bummed that he didn’t interject and say, “Can I ask you a few questions before you make a decision? Could I show you the pros and cons of this model before you commit?”
Instead, he let me make a bad decision. Yep, I take responsibility. However, the lesson is that, on YOUR watch, don’t let that happen. Find out what’s needed and wanted. Offer options and solutions. Help them make an educated decision. You are the expert. Provide that service in your communications with each and every customer.
Sales training helps. Here are a few of my favorite sales pros!
Al Levi, Kenny Chapman, Jeff Gitomer, Joe Crisara, Tom Hopkins, and Dennis Waitley. There are LOADS more! Research a Sales Trainer online and listen to their free videos or attend a webinar. Buy a book. Sign up for their seminar or in-house training. Your job is to help your customers. Don’t neglect them. Even the bossy, in-a-hurry ones.
“On your watch, don’t let your customer make a bad decision.” ~Al Levi