Disrespecting Customers Has Consequences

A few years ago, we remodeled our basement.  At the time, I was just starting to collect wine.  Several times, my lovely wife asked me how much wine storage I would need.  I was certain I would never exceed 150 bottles.  Well, I exceeded that limit quite a while ago.  I’ve hidden wine and even stored some in offsite locations.  The basement was getting a little tired so we decided to augment our wine storage. 

Last week, my wife stopped in a local custom cabinet store.  She was the only customer in the store at the time.  She asked the salesperson about wine storage solutions.  The sales person said, “We’re only doing big projects.  If you’re not prepared to spend $X, we won’t do it.”  Shocked, my wife said, “Thank you,” and walked out.  The sales person asked no qualifying questions.  She never learned that our project will be many multiples of their self-imposed minimum project size. 

Maybe she was not trained.  Maybe she had wasted time on small projects the company did not make money on.  It really doesn’t matter why she failed to find out more about a customer that came in the store.  What does matter is that customer has friends (and a husband that blogs) who have repeated the story.  Even if our project did not qualify for their services, a better approach would have been, “We aren’t the right solution for your needs.  I suggest you go to…” 

Every interaction with a customer or potential customer should be used an opportunity to create good will.  No company can be all things to all customers.  There are respectful ways to communicate that message.  If you do not respect your customers, your business will suffer.

Comments are closed.