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Comments

Steve

If I know and care about them as a person and as a friend or acquaintance, I owe it to them to suggest a better solution, and how I can help. What kind of friend am I if I just let them go on, enabling them to make the same error of judgment over and over again? If I at least tell the story, I fulfill my commitment to them. What they then do with it is up to them.

Ralph Garcia

What is really hard for me is when someone comes into the store and claims to be a long time customer(I've been in business almost 30 years)and is so happy I'm there and wonders how us small stores stay in business and then they ask for bags for a cleaner that I don't carry.I'm never quite sure to point out the fact that they did not buy the machine from me and that selling bags alone will not keep me in business or just smile sell them the bags and let it go. How do others handle this

Tim

I think the key here is to turn it into a money-making situation. I treat the customer just as well as I would if they had bought the machine from me, maybe better.

I offer to do a repair, or if the item is really cheap, I offer to take it in on trade. For example, if they paid $199.00, I try to get them into something for at least $398.00. If they're agreeable, I give them something like $175 for the trade-in.

I don't make anything on the sale, but I didn't make anything on the original sale either. The difference is that now I have a customer who will come back to me the next time and will tell her friends.

Mike

Great comments! I'm surprised that no one has suggested physically throwing the person out of the store or suggesting that they do something unnatural with their big box widget. Of course, that's a terrible idea, but I'm sure it's crossed a few minds.

Keep the conversation going.

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