Part II (see part I below)
Dave Gets Ornery
This past Saturday morning we got several calls by some people in South Jordan who wanted to buy a blue Buddy125. Everyone working spoke to these people at least once. When I spoke with them, they told me that they were "willing to consider" buying from us, because the dealer in Salt Lake was out of stock on the scooter they wanted for a few more days, but "only if we would match the other stores price and throw in a free helmet too." I informed the customer that I knew for a fact that our price was already nearly $200 less than the other store, and that if they didn't buy it for full price that day, someone else would surely buy it the following day. (That's how it is with the Buddy125, we sell them as fast as we can get them in.)
He didn't like that answer and hung up on me. But his wife called back within the hour and Taylor was the lucky one that answered the phone. Taylor is 15 years old, a great guy, and he treats everyone with courtesy, enthusiasm, and respect. I don't know what he told them, but they must have felt encouraged because they told him they'd be in within the hour. (Taylor was pretty excited. He didn't know that Lee and I had both spoken with the same people and that they were just trying to find the softest person to exploit with their two-bit jedi mind tricks.)
When they showed up, we had a line of customers to help. Of course I didn't know who they were, but I greeted them and told them someone would be with them as soon as possible. The lady angrily replied, "Well we're just waiting for someone to tell us about scooters!" To which I said, "I'll be happy to help you as soon as I can."
A minute later I approached her and said that I was ready to help them. She said she wanted to talk to Taylor. I said that he was out at the moment but that we don't work on commission and I could help her. She said, "Show me the blue Buddy."
"Oh," I said, "you're the people from South Jordan. I've spoken with you on the phone." (At this point my customer service skills went straight to hell. We had already wasted enough time on the phone with these tire-kickers, and if she thought she was going to score points with me by having a nasty attitude, she thought wrong.)
She snarled, "You spoke to my husband." (Thanks for clearing that up, ma'am, I'm a little rusty on the finer points of gender differentiation.) And then she walked over to one of the Buddy150's, which had a huge "SOLD" sign on it, and said, "What about this one?"
I replied "It's sold."
"When will you get more of them?"
"Probably a few weeks. They sell faster than we can get them. Most of the Buddies are sold before they get here. This latest shipment just came in yesterday and as you can see, several are already sold"
"Well how can they be sold before they get here?"
"Because people pay for them in advance. That's how they make sure they get one."
I was hoping that at some point in this conversation these people would realize the implications of "supply and demand" but they didn't. And since I wasn't about to go into another brass tacks negotiation with her husband, I turned and walked away.
We then proceeded to ignore them until they left. Call me the Scoot Nazi if you want, but when you act like a jackass, "No Scoot For You!"