Craig was recently shopping for a mobile phone and the service he received in two different shops was quite remarkable.
I like technology, I really do. I get a real buzz from having the latest piece of ‘kit’ that’s designed to make my life easier, but in reality, just has lots of buttons and lights that I rarely have the time to figure out.
Over the weekend I helped a friend upgrade her mobile phone, we visited a few shops and two experiences stood out for me.
You know that feeling you get when you visit the doctors and in front of you is a large queue of people and a very stressed receptionist? The store we visited was suffering from the doctor’s waiting room syndrome. The shop was busy, as were the staff. We waited patiently, and eventually, a chap approached us. His opening line went something like this:
“New contract or upgrade?” Not “hello, sorry for the wait, how are you today?”
Now, I like efficiency and getting straight to the point, but not at the detriment to taking a minute to build a relationship, even if for the purpose of a sale.
I asked the salesman how he was and this threw him, maybe his sales script hadn’t prepared him for my deliberate attempt to be friendly. He simply repeated his question, this time with a hint of displeasure in his otherwise delicate tones.
At this point, we left the store.
Another shop in the same town, in fact, this shop was a stone’s throw from the previous one. Again, it was busy, we were a touch frustrated that we had to wait. This time though, it was different. We were https://texasgoldengirl.com/yasmin/greeted by the sales assistant with:
“Hi, how are you? It’s busy today, sorry you have had to wait, have a play with the phones and I’ll come and find you as soon as I’m free” and….a smile, a real one, not one of those ‘I’m going to smile because my manual tells me to’ smiles.
Now, this made me happy. This person made an effort, recognized they were busy and acknowledged me. All simple stuff, but the difference it makes is huge. And the best is yet to come.
The assistant came back and asked what we had planned for the day, and then asked how she could help. We got on to the subject of phones and the assistant was brilliant; no jargon was used, she listened, smiled, listened again and then pulled out her own phone and said, “I’ll be honest, this isn’t the latest model, but it’s just as good and will work out cheaper…here play with mine”.
So, we ended up buying a new phone and contract and will undoubtedly go back if we ever need anything in the future. The store we bought from was actually a little more expensive than the previous one, but for me, the care and genuinely helpful nature of the assistant made all the difference.
What’s the moral here?
No matter how busy you are, being genuine with another person makes all the difference. Relationships need to be built in any situation to get the desired outcome.
Enjoy what you do and help others be part of it.
Ask yourself, whatever you’re doing, “are you thinking about the person you’re with at that moment in time or just the task in hand?”