Why Shrieking at Potential Customers Won't Work!

It was an unusual approach to trying to win a sale from a potential customer who was going to spend a lot of money. The bifold doors salesman we'd met at the Ideal Home Show in London seemed personable in person. But then it all changed once the show was over...and dramatically too.

This part of our house had specific needs and irregular measurements, but nothing too taxing; and so we needed someone to help us supply and fit some lovely dark aluminium bifold doors and accompanying windows. This was going to be costly, so we wanted someone who was both professional and personable.

In short, the process with Andy, from the Watford based company, was torturous, unexact and trying:

• He moaned about having to come to see me one evening on his day off during the show, trying to make me feel guilty about all the appointments he had with potential customers like me
  
• He then failed to turn up for the appointment and never apologised, moaning instead about his schedule and potential customer demands
• He grossly misquoted prices and then changed his story when challenged
  
• He got my name wrong repeatedly
• And more...

And when we decided that we would go with someone who didn't want to make us feel guilty about having to do some work to gain us as a customer and who was more professional, he asked for "genuine feedback."

Within seconds of my politely and kindly explaining why we hadn't used him, he went beserk.

Andy shouted at and over me down the phone, trying to justify himself while also insulting me. He wouldn't let me get a word in edgeways. This incensed idiot then started sending me long text messages in the same vein for the rest of the day. Extraordinary.

This was a masterclass in crass communication by a man who is not prepared to learn from his errors in business and, for that matter, elsewhere. Andy may have said he wanted to receive honest feedback - and he really needed to - but could not deal with the reality of it.

The net result is the significant amount of business went to someone else who had a more open approach to communication.

So, how open are you to feedback?!