A pleasure doing business with you … or is it?

A few weeks ago, having been deliberating for some years, we decided to invest in a new kitchen table. The delay in buying was due to several factors, such as having to consider the impact of crayons, pencils and glitter on a new table, and general disagreement to the shape, size and functionality, not to mention the cost. My view is that most of the time there are 4 of us, so there’s no need to have a table that seats 10. Mr B’s view is that when we have friends over, it’s nice to be able to sit everyone at the same table (including children).  I like square edges, Mr B likes oval or round tables … and don’t even get me started on the materials – wood, plastic, glass, veneer, dark, light and so on.

Finally, we decided to tackle the buying decision head on and go and get a table. Hurrah! 
We went to a warehouse that has been sending us promotional material for 7 years (persistence finally paid off with that one!)  About every 6 months, they have sent a leaflet full of special offers, deals, one day only events etc. so off we went to secure a deal.

Having settled on a mutually agreeable table we went in search of a salesperson who told us how to care for it and keep it in good condition.  He tried to find us some chairs to go with it (we didn’t like the recommended ones) but with the best will in the world, he never stood a chance with us and our opposing tastes, so we will make do with our existing ones for now.

Failure to deliver

But the disappointment came when it was time to pay. Understandably for him, it was just a transaction and a bit of form filling. But for us, it was a big deal. For years we’d been building up to this moment, but he was completely joyless. He dealt with the tedious practicalities in a manner that suggested he wished he was somewhere else. He processed the credit card, explained it would be 6 weeks before our table arrived and asked how we wanted delivery. And that was pretty much it. No ‘congratulations’ or ‘you’ve made a great choice’ or ‘we look forward to seeing you again when you come to collect it’.  To say it was underwhelming is an understatement! We might as well have just bought a bread bin, such was his lack of enthusiasm. Considering we had just made a major decision that had been years in the making, we left feeling disenchanted.

I have had more enthusiasm from a shop assistant when buying a £15 top. It really makes a difference if someone says “That’s lovely isn’t it? I’ve had my eye on that!” You feel that you’ve made a good choice and that someone is at least interested in what you are buying.

So what can you do to make the buying process more rewarding?