Sincerely, Mr. So and So

So, I had this customer...well a couple...and they really, really seemed to like me. I really liked them. They've been in the store a few times and I've tried to "educate" them as much as possible without falling into the "I'm so smart and know it all....blah, blah, blah...thing". I thought I did everything right.

1. Made friends with them
2. Listen to their concerns and what they really wanted
3. Changed them from hardwood (lots of money) to a better flooring (saved them all the way around)
4. Didn't sell them the most expensive floor as a deep discount to "get the sale"
5. Stayed in constant contact and responded immediately to all their questions (love me Blackberry)
6. Measured at their convenience, on a Sunday, after a major snowstorm (roads were horrible) and it was Super Bowl Sunday
7. Stayed there, gave a solid quote
8. Went over seam placement, stair installation, waste

They stopped in several times during the next few days to check what they liked. Everything they said led me to believe they were certainly ready to move forward. They even went so far as to let me know what day they'd be in to "sign the contract".

Then "the day" came and went. No customers. No call. No email. What happen? Should I call? Will that seem pushy? Waited a few more days...still nothing. Finally on Friday,a whole week later, I decided to call. No answer, left a message. Waited, Monday I called and left a message again, still nothing. Wow! What happen?

The doubting starts. I crunched the numbers three different times in the last few days. Should I call and offer a discount? I simply can't! I offered them the best price we had...another discount would mean giving the carpet away. Besides...I'll look like a fool. Mr. and Mrs. So and So...Yes, after not hearing from you in over a week I found a way to get you the same flooring for cheaper! Yeah, totally...and if you wait me out another week I can actually give it to you for free! What to do? I can't afford to have anyone not happy. Did they find the same flooring elsewhere cheaper? Nope, checked that out...the blue and orange vested guys are over the top after you add in all their nickle and dime "stuff". Did I do something to upset them? They were in here one day and I was out on a different measure...could that have upset them? They didn't tell me they were coming in...could they hold this against me? I have a lot on my plate right now...did I complain about my personal life or make it sound like I was to busy to make them my priority? OMG! What did I do wrong??? I have to know!

I did the one thing I said I'd never do...I reached out to them a third time. This was suicide...but I had to know. An email had the chance to bring me my answer. Wish them well and ask "what went wrong?" Maybe they would tell me and I could apologize and ask to be considered for their next project. Maybe it was a price thing? Maybe it was a friend who found them a better deal? Maybe they were offended that I wasn't here when they needed me? Maybe I was pushy? I don't know...but I was hoping to find out.

Finally, twelve long hours later....

Dear Tara,

Life is crazy...broken car, birthday party, sick relative...really want the carpet but holding right now. Send us such and such, we know we missed the great sale....

Sincerely,
Mr. So and So....

The "Sincerely" sealed the deal! They did like me! Big Bob Herself did do everything right! And third time was a charm! They were out of town, didn't get my voice messages (duh, every time I've "talked" to them, it was email). Now, I've not "signed the contract" but I'm pretty confident that my customer is happy and will do business with me.

What I did learn was to be better at follow up! If you have a good feeling about someone and they don't get back to you when they say they will. Don't take it personally. Life happens! Keep them in the loop of all "new" things going on and if you've made friends with them...as I originally thought I did...treat them like friends!