Looking For A Specialty Item Doesn’t Make You Special
We are a specialty component store. People come to us because they can’t find what they need at the big box stores and websites. We’re not usually the cheapest out there, but for most of our customers, that doesn’t matter because we actually HAVE the impossible-to-find object they’re looking for.
Customer: “I’m looking for [specific hydraulic component]. You got anything like that?”
Me: *Searches* “Actually, yes, we have that exact model.”
I list off some specs to make sure it matches.
Me: “That’s $453.75.”
Customer: “Ouch, that’s pretty expensive. Do you have anything cheaper?”
Me: “I can check what we have that might function similarly that’s cheaper. What can you use that’s different?”
Customer: “The price. A lower price.”
Me: “Sorry, I meant what specs can change for you and still be usable?”
Customer: “I want the exact same thing but cheaper.”
Me: “…”
Customer: “…”
Me: “…”
Customer: “…”
Me: “If you’d like to buy this exact component, then it will cost $453.75. We do not sell a version that will meet all these exact specifications for a cheaper price.”
Customer: “Why not?”
This story is part of our Best Of April 2021 roundup!
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Question of the Week
Have you ever served a bad customer who got what they deserved?
