Sometimes, Mistakes Are Made
Before the sales rep can say anything, the wife bursts into speech, relating the long saga of the kitchen renovation through which she and her husband have been suffering for something like the past year.
Her tale ends with a convoluted explanation of why they are here today, and all the sales rep can gather at first is that this couple was burned by the last company that sold them a stone slab for their kitchen countertop. They have come to look at other slabs because every time they walk into their kitchen their stomachs twist with anger. The slab they paid for was not the slab they selected, and it doesn’t go with anything else in their kitchen.
And so they are here today to find something that blends in with the rest of their kitchen. The sales rep shows them around. At first, they are looking for something warm-colored, but they are open to other possibilities, so the sales rep shows them Tropicalia (earthy colors: moss-green, taupe, a lot of movement and some sparkle, but the colors are neutral so the slab isn’t crazy-looking), Angelus (pretty: bluish greys and pale aqua, not as fluid as the Tropicalia, but still very pretty).
But, what they finally settle on is New Azul Aran: steel blue-grey with some silver and a complement of creamy-taupe for the grounding neutral. They see a slab, they select it, and then a few days later: another sales rep sells the same slab to a different customer.
Our sales rep calls the wife, who is understandably suspicious when the sales rep promises to replace the slab with one just like it, that will be brought in from the Long Island warehouse. So the wife comes in to view the second slab of New Azul Aran, toting the same suitcase full of accessories she made her husband lug around the first time. After spending a half an hour alone in contemplation with the second slab, she is satisfied that it is almost identical to the first. A sales order is made, a delivery is scheduled, and everything is locked down.
A few weeks later, the sales rep gets a very nice e-mail from the wife gushing about how happy she and her husband are with their new countertops. She sends pictures, and the new look is undeniably more cohesive.
The lesson (or moral) of this story is, as we said, obvious and simple, and yet people in customer service often do not observe it: pay attention to details—it isn’t hard, and a little effort makes everybody happy in the end!