Debbie Mayo-Smith: They could have had the sale then

9:20 AM Monday Sep 17, 2012

What a shame. They could have had a sale. Either then and there; or in the near future. We had a great customer experience, but they let us walk out the door simply with literature and a business card in hand. No wonder so many businesses are going broke and closing their doors.

After seventeen years of hard use, hard knocks from six kids, and a couple caring more for ease, happiness then house pride, it is finally time to renovate our kitchen. A few of the cabinet doors are held together by my husband's ingenious use of bicycle tires. The built in ovens temperature is guess work and the stove's large burner only has hot and hotter. The fact the countertop is contiguous around the kitchen meant we couldn't make a change to one facet without changing an entire kitchen. Thus the reticence.

So last weekend we walk into the Kitchen Things on Mt Wellington Drive. Lovely premises. A cornucopia of appliances at our fingertips. Marvellous atmosphere. A touch after we walked in, we were cordially greeted with 'would you like a cup of coffee'? We were left to browse with our drink and a helpful assistant, Emma Hampton answered our questions. We were interested buyers, but she let us go with a see you at the Home Show, we'll have some great bargains there.

Yes, we'll be at the home show but all their competitors will be too. Before I carry on let me mention a few days later I went to Botany Downs in search of a new oven/stove. How different the experience was when I went to the Good Guys. As I circled the ovens, I was approached by a salesman who didn't try to find out my needs, just answered my question about the difference between two Fisher and Paykel units. He then asked 'what are your plans'. After I said renovate in the future (the future being one month but he didn't ask or know), he simply walked away.

So what would I have done if I owned the first business?

I would institute a policy whether I was part of a franchise or not of never, ever letting a viable prospect or customer go. I would start and maintain a database being of people interested in 'kitchens' and then start a communication program with them simply to keep on keeping in touch.

This communication would be easy to do because there is a world of things to talk about that is not simply selling more, but does covertly. In other words a monthly newsletter of appliance use tips, recipes, interesting food titbits and the like. With of course the odd special thrown in. This is cheap, easy and effective to do via email and of course on social media.

So when we left, it should have been after leaving my details in anticipation of being rewarded with the promise of new knowledge that will be interesting and helpful; a concrete approximate time to meet at the Home Show and their literature and business card.

With the Good Guys goodness do their salespeople need training. Wouldn't you agree?

P.S. They did get the sale. At the Home Show we bought the appliance from the stand and said that Emma had sent us.