How Did They Feel?

Deep read (2 mins) Quick read (scroll down)

One of Maya Angelou’s most famous sayings is “At the end of the day people won’t remember what you said or did, they will remember how you made them feel.” Those of us in retail probably interact with more people than employees in any other job. How many people have you interacted with in the last year? Or month? Or just last week? It’s probably in the hundreds, and in each of those meetings you had an opportunity to make that customer feel better when they left than when they entered your store.

Think about that opportunity when you’re about to tell your next customer about your Protection Plan. We all want our customers to enjoy their purchase, and it’s a bad feeling for them—and us!—if we meet a customer later and they are unhappy because the item broke. Maybe it was their fault, maybe it wasn’t, but in the end we feel bad because our customer has a bad memory. We care about our customers…so let them know you care when you’re telling them about protection:

• I’d be happier knowing you’re protected when you leave the store. That’s why I’m recommending you add the Protection Plan.
• I’d hate for you to take on the additional expense of repairing or replacing this item if the unexpected happens.
• Are you sure about declining protection? I had a great time helping you pick this out, and I really want you to always be happy with it.

These comments are important for another reason too. It helps your customer understand that you’re not telling them about protection because you are forced to, but because you genuinely want them to be happy. And when they experience a failure, they’ll remember how good you made them feel when they purchased protection. We think that’s a great reason to…Make It Happen!

Quick read: Probably the best reason to tell our customers about protection is because we care that they enjoy their purchase from us. Don’t keep it to yourself! Let your customers know that you’re recommending protection because you care about them.