Friday 21 February 2014

Kwik Fit or Nit Wit? Blundering mechanic misses his chance


On a recent trip to Kwik Fit, the mechanic handling the bookings was all sweetness and smiles to me even though I was uninterested in the various offers he described. I do have a rule that I treat the people I buy from, as if they were my best clients, and that includes my business suppliers as well as the people who serve me at Aldi or wherever, thus I was equally charming in return.

Unfortunately for the mechanic, his next customer was not so polite. He was deeply skeptical of the deals being discussed, he was abrupt and bordered on rude. Sadly, the mechanic responded by changing his demeanour, becoming defensive and he peppered the customer with closed questions in order to corner him, presumably so he would realise the error of his ways.

The result? 

One annoyed customer who was not in the slightest bit interested in what they were offering and who muttered angrily to himself whilst they fixed his tyre. I doubt he'll be back.

So what?

The mechanic failed to manage his stated and missed the signals. People with a skeptical buying personality are difficult to deal with at first but handled with care, they can become some of your most loyal customers. Therefore, in any customer facing role, whether you are a natural networker, or a reluctant technician, it's crucial to understand the various buying behaviours and how to handle them so you get the best from each interaction with the people you serve.

So if anyone knows the Learning and Development Manager at Kwik Fit, I'd love an introduction because I know of at least one member of staff who I could assist!

Thanks for reading - I help businesses become more profitable by developing their people:


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