How to lose a customer
The other day I went to a certain computer store in Somerset Mall where I planned to buy a iMac computer. As I marched into the store I was swarmed with sales men trying to convince me to buy the iMac. The thing is I had already decide to buy the iMac but I listened anyway what they had to say.
The previous day another guy helped me and also explained to me what the benefits are of using a iMac above a normal computer. Before he spoke to me I was convinced I needed a iMac already but as usual I wanted to hear what he had to say.
So now there are two sales people thinking they have convinced me to buy the iMac. When I finally bought the thing I had the sales person draw me into the corner to tell me that it was his sale after all, he introduced me to the iMac. Seeing the bitching and moaning of his fellow workers I could smell there was a big fight behind the scenes about who gets the commission.
So here is what they did and how I saw it in simple terms with a bit of repeating myself:
I walk into the shop, straight to the Macs, knowing that they cost the same there as in the Apple Mac store in Cape Town , decided to buy one. Not 5 minutes goes by and I am involved in the salesmen politics of who sold the iMac to me and who gets the cash.
After standing there for a few minutes, seeing sales people having a barney about who’s it is, they take me in a corner and try to convince me who it was the made me buy the iMac. Finally I get to pay for the iMac and the fighting continues, also by this time there is a very tense atmosphere as big as the shop is I could feel it.
So I just wanted to get out of there and not go back again after feeling like a piece of meat in the middle of a lion hunt.
If you train your salesmen, train them to make the sale and split the dough if they have to. If they have not done the entire deal train them to sort it out behind the curtains, where no one can see.
I have spent over R50k in the last view years at that shop and they wont see me again if I can help it. They have successfully lost a client.