This is a true story that recently happened to a close friend’s son who lives and works in Washington D.C. Her son walked into a popular coffee shop and ordered an espresso-over-ice drink. The barista refused to make the espresso-over-ice drink and, according to an account of the incident said, “We don’t do that because it will ruin it. We make the best espresso in the city and putting it over ice will shock it.” Needless to say, my friend’s son wasn’t happy. He walked out of the shop miffed and wrote about the incident on his Facebook page. The story went viral, was written about in a popular Washington D.C. blog, picked up by the Huffington Post and mentioned on a national morning talk show. It’s caused quite a controversy.
Today, I would like your opinion. Is the customer always right? Or did that age old adage go out with the last century? Have you ever had an incident in your promotional products business when you turned away business because the customer asked you to do something that you believed would ruin the order? Would you openly disagree with a customer, even if meant you would lose the business? Is there a tactful way to disagree and salvage the order?
Whether you’re a supplier or a distributor what have you done, or would you do, when asked to do something on an order that you disagree with? Please comment below.
Speaker, Educator and Promo Biz Coach, Rosalie Marcus, teaches promotional products sales professionals how to sell smarter, attract choice clients and quickly increase their incomes. Claim your FREE Promo Biz Sales-Boost Kit with a FREE report: 10 Big Mistakes Promotional Professionals Make and How to Avoid Them and a FREE Skyrocket Your 2012 Sales audio download at www.promobizcoach.com. Reach her at [email protected] or 215-572-6766.
