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Old 02-10-2005, 03:13 PM   #45 (permalink)
Nelson
Tilted
 
Sounds like youve visited poor examples of specialty retailers (unless of course you visited the big boxes where that type of service is commonplace). I will (and do) spend all the time in the world with a customer who is considering purchasing on the net. My lively hood depends on it these days. Some see the light and some dont.

Once it becomes clear that a customer will NEVER see the light - the buck stops there. I wish them luck on their purchase and let them know I will be glad to be of service should they choose to BECOME A CUSTOMER.

When they ask if I will match internet pricing this is now my canned response:

'Sure! I can match that price - no problem! Here is my business card with my email address. Send me an email when you get home and I'll be glad to begin our transaction.'

Customer: 'What do you mean?'

Me: "Well, if internet price is your biggest concern I will gladly meet your needs. BUT, in order for me to do that something has to give. Our transaction will be handled just like online. We will have to communicate just like you were buying online - email only. I will only be able to provide you with limited technical information since I will most likely have my little sister reply to your emails from home (dont worry, she is good at looking up prices and can read the specs online quit well). I cannot look at your car in detail, or spend time making sure the product you WANT is the product you NEED (I really dont know if the widget you want will work with the widget you already have). I will tell you the product is in stock - even if it isnt - because I can. I will send your order out in 2-3 weeks (thats how long it takes me to find the product on the grey market). The product might be new, might not. Did I mention that sometimes I forget to send the product out at all? Dont worry, that only happens when I have to change email addresses when things get a little 'warm'.

Intermission

'If you have questions or problems when you receive your product send me an email. It may take me awhile to get back to you - my little sister does not handle follow up emails and I am terrible at service after the sale. Should you need warranty service on your product please send me an email requesting a Return Authorization number. Once I have sent you the RA # (it may take awhile) you will need to send me the unit in the original box and packaging. Once I have located a replacement, or had my neighbor fix it, I will send it back. I do not accept phone calls or visits at the store. My experienced installers will not answer technical questions or offer advice on your installation. If you find out that you bought the wrong thing after the sale (my sister is still working on the technical advice) I will gladly return it within 30 days for a 30% restocking fee - simply box it up in the original packaging and mail it to me.

I could go on, but if the above doesnt get my point across you will never see the light.
My products and services are a value. Are there those that will never see a value in them? Yes. Will I go out of business because of them? No. But I will continue to try and persuade each and every one of them.

Happy shopping!
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Nelson
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