A few weeks ago I had to retrieve a phone at a shop after its failed repair attempt. Since it was Cecille who turned it in and little information was on the claim stub about the store, I had to ask for directions.
An outlet store of a very popular Finnish brand was the first one I saw. Huge and very prominent, I had this impression they had “the” presence and will most probably know the ins and outs of anything that is cellular phone in this their territory. Was I so wrong.
It has instantly become apparent that they have “Obliterate The Competition” as their mission statement. They could have just told me off instead of giving me a litany of how crap the model of phone I was using, of why the its manufacturer has left the Philippines, etc.... I was there to retrieve a phone, not to solicit bad news.
Crap is already a given otherwise I would not have this phone repaired on the first place. But is it necessary to make it look like I was the lousy one for having this lousy phone? Do I have to be embarrassed openly for my choices?
I can see two things happening now. First, I will not buy a phone at this particular outlet even if they have the best deal in town or even the whole country for that matter.
Secondly, I will seriously consider Korean before even thinking Finnish. Perhaps I would have instantly replaced this American model with a Finnish brand if I hadn't been turned off by bad salesmanship.
I believe that the most effective come-on does not hinge itself on animosity but rather on how we are willing to walk the extra mile. It is good manners that always bring people back.
Sadly, so many I know are focused on “Obliterating the Competition” not only in their business but in their private lives and relationships. And so their own sadness and anxiety flows out in conversations that stress those they talk with.
Oh yes, that “lousy” phone did get repaired eventually, by a friend who insisted on not looking at “lousy” but on just making it work. And it now works great.
No wonder then why his business keeps growing by the day. PHONETHICS is his shop and I can see the emphasis on Ethics. Truly, here is one who would gladly walk that extra mile.
Photo Credit: Thomas Hawk @ Flickr
