Bill Kearney

Sales prevention

There's undoubtedly been a lot of research and a number of books written on the concept of retaining customers. I want to know when someone writes a book that talks about sales prevention.

For example, I purchased a set of speakers from BestBuy recently. A very nice set of JBL surround sounds. Trouble is the clerk that sold it to me didn't actually check when I asked, does the seal on the box mean there's anything missing? I got it home and unboxed several days later only to discover it was missing the paperwork, some mounting screws and hardware and appeared to have been used. At least to the extent of 3 cables having been unraveled as if to have been setup.

For some stuff you can live without getting a manual. But for a 5-way surround sound system with subwoofer you really do want a wiring diagram. Trouble is the JBL website didn't have that diagram online. So couple that with the rightful sense of "if I'm buying new it better BE new" I decided to take it back for an exchange.

After the usual soviet-style waiting in a line, the wrong one of course, I'm told by the rather surly woman at the repair counter to 'go get another one from the floor.' Oh joy, they no longer stock that model, only it's replacement and that's nearly $100 more. Fortunately the kid in the speaker department (and don't I feel like a geezer now...) recommended making a pitch to the manager. This after I prompted him to check nearby store inventories. So, back to the repair counter I went, 50lb box in tow.

Surly, yeah that describes her attitude. You know, the old "it must be your fault" tactic combined with the "I don't have time for you because I'm socializing with my co-workers" attitude. Followed up closely by the "blank stare when customer asks for alternatives". It's nothing new but it's still damned annoying. When she had the gall to insist it absolutely must have been my fault that pieces were missing I gave up. I took my paperwork back to yet another line and sought a refund.

Fortunately the clerk this time, a nice young man, sensed my disatisfaction and listened to the tale. He suggested I speak with the manager and see if we couldn't come to a compromise on the difference between my purchase and their only available replacement. Cue up the 'wait forever' segue...

The manager listened to the tale and went and crunched up some numbers. If I'd go halfway he'd give me a break on the price. Now there's service.

Here's the thing, this is not the first time I've found the repair staff at the Rockville location to be surly. It seems to be their standard operating procedure. So at this point, while I'm certainly glad to have gotten a break on the price, it's just not enough. I'm going to take my business elsewhere.

A little incompetence I can understand. But to combine that with a surly demeanor and accusing the customers is just unacceptable. Sure, the customers can be idiots but they're idiots with the money.

This just adds yet another example to my experience with employees practicing the fine art of sales prevention. Instead of recognizing the long-term value of a satisfied customer they work hard to eliminate the customer. Well, they've managed to succeed.