Telling a customer their oven could wait another year felt wrong but right

Had a lady last month with a heating element that was fading but still worked (like, it took longer but got there). I could have sold her a new one right then, but I told her to save her cash and just keep an eye on it. Felt sketchy not pushing the sale, but being honest about what's urgent versus what's not is part of the job, you know?

3 comments

3 Comments

the_robert1mo ago

That "felt sketchy not pushing the sale" bit is so real. But you building that trust is worth way more long-term. She'll remember you didn't just see her as a quick commission. Next time her fridge goes out, or her friend needs an appliance, you're the only person she'll call. That honest move probably secured you way more future business than one oven sale.

skylerc861mo ago

Disagree with @the_robert a bit here. That long-term trust stuff sounds great in theory, but people forget. Her fridge dies in two years, she's just googling for a deal. Not pushing for the sale when you had it leaves money on the table right now, money that pays bills. You can be honest and still close, that's the real skill. Letting a sure thing walk out feels like you're hoping for a maybe later.

wright.drew1mo ago

Forget her fridge in two years, she'll forget your name in two weeks! People are busy and have a million things on their mind. That "maybe later" business almost never comes back around.