A very humid afternoon and I was in search of a very cold drink. It was this sort of scorching sun that you couldn’t find any shade from the sun.
I approached this shop that was selling drinks and tried very hard to explain how cold I wanted the drink to be. “Frost-nite cold”. The owner- shop attendant lady opened the fridge and gave me a lukewarm cold drink. She insisted it was very cold.
Have you been there, when you know what you wanted and the seller just tried to insult your intelligence.? I asked if this was the best she had? She said the drinks were all extremely cold. I wasn’t sure anymore if I knew what a very cold drink should feel like. She said the bottle may not feel very cold, but the drink inside it is very cold. This was a very interesting dimension to it. This was so that once I opened the bottle, it was sold. It didn’t matter anymore if the drinks were as cold as I wanted.
Since I knew the shopping mall very well, I knew I had options. I went upstairs into another shop and grabbed a bottle of very cold Coca-Cola. It was so cold I could hardly hold unto the can. I paid for the drink and I started drinking profusely to quench my thirst.
I couldn’t ignore showing the lady, precious shop owner-attendant what I actually meant by “a very cold drink”. So, I went back to her shop and asked her to have a feel of the can of Coca-Cola, just to have a feel or idea of a very cold drink. The lady declined and still insisted her drinks were extremely cold. She said the drinks may not feel very cold from a touch, but inside the bottles were very cold drinks. I hadn’t heard such nonsense before.
Indeed, she illustrated how “chilled” her drinks were, by showing me another customer who had just guzzled a lukewarm cold drink because he didn’t know he had options.
It appears from the foregoing that customers no longer know what they want.? You approach a shop to explain what you are looking for. The shop cannot concede theirs isn’t exactly what you wanted. They indeed make the customer feel he’s got no idea of what he’s asking for. Oftentimes, we give in and accept what’s being offered, because we are tired to keep insisting on exactly what we want.
I had wanted to buy other things from the shop, but the negative obstinacy of the lady made me change my mind. I told the lady I was going to write this shortly article. She thought about it for a moment, since I didn’t take a shot of her shop, (which by benefit of hindsight, I should have), she felt she was okay. When I was leaving the lady asked about the other items I had wanted to buy, I told her I had changed my mind. She murmured something I didn’t exactly hear what she said, but I hoped I had made my point.
Customers know exactly what they want. If service providers don’t have exactly that, it’s okay to apologize and still indicate the available ones may make good alternative(s), rather than insist that what’s available are perhaps exactly what the customer wants or even better.