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My first job was working for a sporting goods store in a mall. I was really excited because it was a well-known company and had a sister company selling athletic shoes and clothing. But my manager was a guy much more concerned with making a sale than building a quality sales team or creating customer loyalty.
One incident still stands out in my mind to this day. A teenager and his mother came into the store looking for a new backpack since the seams were coming apart. I asked him the brand of his backpack, and when he told me, I shared with him and his mom that he did not need to buy a new backpack. Instead, all he needed to do was write to that company and ask them to repair or replace the backpack since it has a lifetime warranty on it. I told them that I had done this and that company honored their lifetime warranty and repaired my backpack just several months before.
My manager smiled, but as soon as they left, he berated me for losing a sale. When I tried to explain why I did what I did, he dismissed my reasons and told me that I did not have to tell them the whole truth, and that I should have left out the lifetime warranty part so they would have to buy a new backpack from our store.
I shared this piece of information with them for two reasons. First, it was the right thing to do. Rather than leaving out important information (e.g., they did not need to buy a new backpack) or tell some half-truths I felt it was best to help them save money. Second, by saving customers money, I established trust and built an honest relationship with a potential repeat customer or have that customer share via word of mouth how helpful I was to their friends and family. In fact, the mother was especially thankful and kept thanking me as she was leaving our store.
BUSINESS LESSON: What that sporting goods store manager failed to understand was that a sale was not lost, but rather a customer was gained. And in the eyes and minds of those two customers, I had earn their trust and respect. What’s more, they might be returning to the store because I had taken good care of them. They might even tell other people about their positive experience with me and refer other customers my way. Making a quick buck by deceiving customers with half-truths and leaving out important facts is what a manager with a short-term, self-serving mentality does. However, a great long-range mentality manager knows that business sales depends greatly on establishing and maintaining relationships with customers, and this is achieved by earning their trust.