Thoughtful Thursdays - If you don't mean it, then don't say it.

You have probably shopped at one of the large chain stores and while checking out been politely asked: "Did you find everything you were looking for?"

Last week in that very situation my answer was "No I did not."

My expectations were running high that day and I eagerly awaited a response... "That will be $10.10 please"

We know what happened to the first question. They have to ask because it is company policy and if they get caught not asking, a disciplinary meeting may result. It is company policy because the ones in the know feel it serves their customers better by asking this question, and it most certainly will if the person asking the question really cares and is able to do something about it. Does anyone even measure the responses to the question?

What would happen if they responded by asking me what it was I couldn't find? May I take you contact information and let you know when we do have it? What would happen is the check out line would get longer and sales throughput might suffer, not to mention the number of disgruntled customers would increase due to the slow check out line.  Also not good, so what is the answer to this dilemma?

I do realize that it is impossible to please everyone and that all good business owners do their best to have as many happy customers as possible. If you are not measuring the results of your business activities, whatever they may be, that may be a good reason to stop doing it.

In the case of "Did you find everything you were looking for?" if you are not able to act, or if it might be perceived insincere as a result of inaction, then don't do it. It may cause more damage to your business than the good intent it was born from.

Do not promise what you can not deliver.

Good selling,
Richard