A frequent customer comes up to me asking about a promotion that ended yesterday. I tell her it is no longer on sale, and she replies that the sign is still up in the window. I go and look, lo and behold, it is still up! No one took the sign down! This is not entirely surprising, as I say, “We need to work to share responsibility more than pass the blame.” The key is sharing responsibility for the store.
I ask someone to take the sign down, while I continue to help the customer, “Well, I guess you’ll be the last person getting that sale. Haha.” I hope we’ll be laughing together, but of course, she totally misses the wit in my statement.
“No, I saw it in the window!”
“Yes, I’m telling you that you’re getting the sale price.”
“I saw it in the window. I want it for that price.”
“Why are you disagreeing with me when I’m agreeing with you?”
“But I saw it in the window.”
“Yes, and I’m giving it to you for that price.”
“So I’m getting it on sale? Because I saw it in the window.”
“I don’t want to pay full-price, because it said it was on sale. I saw it.”
I blink, I have nothing else to say.
“Can you hold it for me, I have to go and come back in an hour.”
I blink again, wondering why we like frequent customers so much.
“And I’m still going to get it for that price, right? Because I saw it in the window. Don’t forget!” Oh I won’t forget, how can I forget? You never bought the item while it was on sale for a week. You waited until it was no longer on sale to desire it, and seeing that we made an error, you’re still getting the sale price, but you still want to wait to buy it? Yeah, I’m not going to forget you.
Customer type: Disagreeing to Agree