One of the items we sell is an Audio/Video controller that comes in two versions: Version 1 is old and slow, but has more functions; Version 2 is newer, faster, and has more connections, but doesn’t have as many other features. Obviously, V1 is still popular despite its age and TECHNICALLY being end-of-life, only built to order, and with a no-return policy.
The manufacturer finally released Version 3, which is a direct upgrade to Version 1 bringing it up to par speed-wise but otherwise unchanged, so now the options come down to “more plugs” or “more buttons.” And now, Version 1 is finally put to rest and will no longer be produced new, only serviced within warranty when possible.
This happened a few months ago and things have been going smoothly since then, until this morning.
One repeat customer comes in who I’ve personally dealt with before. Thankfully he’s never been a “problem” in regards to causing a scene or failing to pay, but he has this air of smug superiority behind him.
When he asks a question he says it with an inflection or choice of words that turns it into a command; he will come to an expert for a recommendation then tell that person why they’re wrong; he tries to haggle prices no matter how often we put it down; etc. I would love to deny him business just to avoid the belabored process of dealing with him, but he buys a LOT of equipment and supplies for various installations he runs, and he does usually know what he’s talking about, it’s just that attitude.
Today though, he adds a new page to his playbook:
Customer: “Yes, I will be purchasing ten of the A/V Controller Version 1 at [50% cost].”
Me: *Taking a second to process that.* “I’m sorry, but, that product is no longer available; the new Version 3 is now out for [actual cost].”
Customer: “I understand; so you will provide me the Version 1 at a discount.”
Me: “Unfortunately, we don’t have any to provide, they’ve been on build-to-order for over a year.”
Customer: “Yes, so you can order them, yes?”
Me: “No, we cannot. [Manufacturer] is no longer accepting orders for this product, only versions 2 and 3.”
Customer: “Hmm.”
I’ve learned this little nasally hum is his noise for “I don’t like that answer, give me another one.”
Me: “Would you like to place any orders for Version 3 today? It’s literally the same as V1, but with better hardware to get it up to speed with V2.”
Customer: “Hmm.”
Me: “If you’re really dead set on Version 1, there’s always the secondary market like eBay, but obviously we wouldn’t be able to support those purchases. Otherwise, I would have to suggest the V3, it’s a flatly superior product at nearly the same price.”
Customer: “Yes, I understand. So, you will be placing the order for version 1 at [half cost]?”
Me: *Giant smile.* “No sir, I will not. They are no longer producing that product, we have no stock, our suppliers have no stock. It is no longer available brand new at this store, at all. We do, however, have nearly a hundred of the new version 3 in stock to fulfil any order you wish to place today.”
After much harrumphing and browsing of the shelves, for which he didn’t need me and I excused myself to take care of other tasks, he did eventually place an order. For TWENTY-FIVE of the new version 3, taking care of his new projects as well as updating old ones he was going to do anyway; he just wanted to try and force his own customized ‘clearance sale’. That’s the other reason we don’t deny him business: he always tries to strong-arm, but will respect professional push-back.
And yes, he paid up without further haggling!
