Am I Mad?

[Graham O]

Have just had a phone call from someone wanting to buy one of my companies products and an expensive one at that. We make specialised expedition clothing and equipment, but it was just not suitable for the callers needs. After a lot of explanation, I said that I wasn't going to sell him one and I think he went off in a huff. Was I wrong, mad or did I do the right thing?

Discuss.

 

[I am Spartacus]

Have just had a phone call from someone wanting to buy one of my companies products and an expensive one at that. We make specialised expedition clothing and equipment, but it was just not suitable for the callers needs. After a lot of explanation, I said that I wasn't going to sell him one and I think he went off in a huff. Was I wrong, mad or did I do the right thing?

Discuss.

Do they allow the teaboy to answer the phone?

Discuss

 

[Paulus]

There have been many posts on here about bike shops selling customers the "wrong" bike for there needs. Having said that, as you say that you explained to the potential customer the rights and wrongs of the item they wanted, if they persisted that that was what they wanted, (the customer is always right, arn't they?) sell it to them. Was there nothing you sell that was more suited to their needs?

 

[Dayvo]

As Paulus said, you advised the customer that the equipment was unsuitable for his needs, which is commendable on your part, however, as he seemed to be insistant on buying it/them, you should have sold them to him!

Give the customer what he/she wants, and let them deal with the problem later!

 

[Dayvo]

We make specialised expedition clothing and equipment

Got any 'mates' rates' stuff for us?

 

[phil_hg_uk]

I have done this on occasion, it can save a lot of messing around later when the customer realises that you were right and wants to send it back, sometimes you get a gut feeling.

 

[Globalti]

I often advise customers that they are spending too much money. Mind you, a lot of my competitors are ripping their customers off.

 

[PaulB]

Yes. Have you never heard the phrase "caveat emptor"?

 

[Paulus]

Yes. Have you never heard the phrase "caveat emptor"?

No.

 

[Dayvo]

No.

No, nor me!

'empty cave'?

 

[PaulB]

No.

Let the buyer beware.

 

[Dayvo]

Let the buyer beware.

Well why didn't you say that in the first place?

 

[Graham O]

An interesting set of comments. However, if I tell you that the caller sounded old, as if he didn't know what he was after and gave the impression of being "vulnerable", would that make a difference?

And since it is specific to North Pole expeditions, I doubt it would be suitable for Newcastle!

 

[Dayvo]

And since it is specific to North Pole expeditions, I doubt it would be suitable for Newcastle!

Yeah but, how about Norway, then?

 

[philipbh]

Poor chap - imagine if he has just booked himself a North Pole expedition cruise and wanted a warm coat?*

I think you probably did the right thing though

+1 on the customer return issue

Company reputation at risk - selling the wrong item, selling the wrong item to a "vulnerable" person

Where would it end

(* it probably wasn't a coat though)