Because I say so

One of the most complex relationships is one between the buyer and the seller, and in this tough economic condition that is getting worse every year, the customers have become more discerning and the sellers more desperate.

Not only that, clients have become smarter and thanks to web searches, only the most naive ones can be deceived and taken for a ride.

At the same time, the merchants have also developed techniques to sell their products that they have purchased at low prices, with the biggest margins of profit.

A friend’s experience
A friend bought a full kitchen set which included cabinets and other equipment from a manufacturer. She was given the detailed list, and after several negotiations she managed to bargain and get a good discount.

She paid 50 per cent advance and when it was time to check on the appliances, she noticed that they were very basic. She also noted that with the quoted prices she had on the list, she could actually purchase higher models. Reality hit when she asked the company for a refund on the appliances and was told that she will not get the same amount quoted to her because she had bargained and got a discount.

At that moment my friend knew that if she really wanted up-to-date appliances, she is in for a long fight, she also regretted the fact that she did not visit the appliance shop before paying the deposit. “You see, once you pay the advance, there is no way back, and the same salesperson who was calling you every day and offering you heaven on earth, will now even ignore your phone calls,” my friend told me.

It is interesting that the same sales people who ignore you once they sell their product, become very difficult customers themselves, as if making up for all the hardship they have gone through humbling themselves to please others.

Old business gurus
During my world travels, and being a lover of shopping, one of the best salespersons, and definitely the most patient I have met are the Japanese, and the hardest would be the Russians. Iranians can sell you fresh air in a can, and Egyptians can charm you to buy half of their shop without even noticing.

However, with the advent of social media and mobiles, it seems no one is interested in selling any more. I was dumbfounded during my last trip to the famous Dragon Mart in Dubai.

Almost 80 per cent of the salesmen had their head buried in their mobile phones and unless you made noise they would not bother talking to you. Even the Chinese who are known for their shrewd business manners, are doing the same thing. None of the above will stop me from asking for a full service, because I’m the client, the king.

Barriers
Inattention: Customers want to be heard. Not only do they expect you to understand their problem and offer a solution, but they also want you to hear their feedback, their complaints, compliments and suggestions. They want you to notice what they say, react to it and respond.

Lack of commitment: Some companies do not have the necessary commitment to lead the customer to the end and ensure that his problem is solved and the customer is satisfied.
Scripted communication: So they give employees canned responses to send to customers.