Tag Archives: sales

Fees and services

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Have you noticed how customer convenience is no longer a priority? We are consumers to be targeted for maximum profit. It’s not a world where the customer is always right, but rather the customer is always ripe… for squeezing out a few dollars more.

Example 1: I went to book a flight for my summer visit to see my mom in Toronto. In the airline website the lowest price didn’t even include a carry-on bag, just a personal item. When I looked at the next price option up, with the only added feature being a carryon bag, the cost was over $140 more. That’s before paying even more to pre-select a seat.

Example 2: We used to pay for premium channels on TV, they still had commercials but they also had movies and shows regular cable didn’t have. Along came streaming. Anytime watching and no commercials. You pay a premium and you avoid those annoying interruptions. Now commercials are back unless you pay a premium on top of your premium.

Everything is tiered not to provide you with better service, but to make the tiers such that you never want the cheap deals. No, you are enticed into paying more to get what you used to get for less. You are priced out of the deal that got you to consider the purchase, and put into flashy named premium, executive, and luxury levels that cost more to add features that you used to expect as the basic minimum.

“Bundle and Save!”

This sounds great, if the bundle didn’t actually just give you things you actually needed. If the bundle really added luxury rather than essentials. Who travels from Vancouver to Toronto with just a purse or a small backpack that can fit under the seat in front of you? Is that really an option? 

‘Customer’ used to mean more than a ‘mark’ to be deceived and taken advantage of with added fees for basic necessities. Good service used to be a value added, not an added service charge. It used to be that fees and services added real value, but now they are simple a means to expect the customer to pay more… for less.

Block and Move to Junk

I might have shared a similar rant before, but I had to deal with this a few times last week and I hope at least one person in sales will learn from this.

If you cold email me with a product or service when we have had no relationship beforehand, that’s a cold call, it’s a virtual knock on a strangers email door. I find it annoying. I understand it’s hard to get your product in front of people and while I don’t like it much, I tolerate it.

However, when you then follow up with an email saying, “I haven’t heard back from you…” Well now that’s just rude. I don’t owe you anything for taking my unsolicited time to look at and maybe even read your first message. You didn’t hear from me because I’m not interested. How many thousands of ‘I haven’t heard back from you’ emails do you have to send to get a positive response? I bet it’s astronomically low. I bet your time would have been better used elsewhere.

On Friday, I got a call from someone who had sent me an email and a follow up. The only reason it got through my secretary is because the product name had the word ‘class’ in it, my secretary thought the voice sounded like a student, and I said to put it through instead of asking her to take a message like I usually do. When he started in with, “Hi, I’m [Name] from [Company], I’m not sure if you’ve had a chance to look at my last 2 emails…” I was already done. I was actually politer than I needed to be and started into a routine I’ve gotten pretty good at. I start with ‘We’ve gone through a lot of changes in the last while and I’m not interested in adding anything new at this time… and I go on for about 10 more seconds on double speed and end with, ‘I wish you all the best but we really are not interested, thanks, bye’. And I hang up even if the person has time to respond.

No, if I didn’t respond to your first email then I’m not interested in your product or even a free trial. A follow up email won’t help. A follow up email then phone call is doubly obnoxious. In fact, you can be sure of two things. First, I don’t want to work with you even if your product is great. And second, I won’t see a third email from you because I’ve blocked you and moved your email to junk. If enough of us did that after second unsolicited cold-call emails, that company email address might even find itself on the wrong side of spam filters… and I’m ok with that because if their first email wasn’t spam to begin with, their second email was definitely was.

The sales pitch

We bought a TV last night from a wonderful man with the softest sales pitch I’ve ever experienced. This included going to competitor’s web pages to show us their prices, and sharing the actual cost of the TV we were buying. It was a smooth, sincere sounding pitch, from a delightful person.

He gave us a bit of his sales background as we were paying. During that time he said he started his career in car sales but he couldn’t stand it because, “It’s impossible to sell a car without lying.”

He didn’t tell us which car company he worked for. He did mention a couple different ‘big box outlets’ he worked at for over two decades, without saying anything bad about them. And the he shared the name of one he worked for, for just 6 months, that we should never buy from. And of course, now that he knows us, he can share the same kind of deals with our family and friends.

Except for the fact that he was the busiest salesperson on the floor and we had to wait a couple times while he dealt with other customers, the whole experience felt positive… from the first time we talked to him on the phone to when we left the store.

One funny point is that when he was on the phone with us, we thought he was a young, enthusiastic sales person, on his first sales job. We arrived and was told he was in the back with a customer and walked right by him without knowing him. When he found us he said, “Didn’t I tell you to look for the short bald man when we were on the phone?”

He didn’t, and my wife and I had a good chuckle about how mistaken we were about what this man would look liked. But the mistake fed into the appeal, who was this older-than-us man who sounded so genuinely enthusiastic to serve us over the phone? Turned out he was a nice man, working for a good company, with the smoothest, most enjoyable sales pitch I’ve ever heard.

A commissioned sales job is not a job I could ever do, and so I have respect for someone that can do it so well.