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An Open Letter to Best Buy: Teach Sales to Hear

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It’s Counter-Intuitive, but Listening May Actually Clinch a Sale

It’s OK to veer off script

Hubert Joly, I know you are trying hard to be more than Amazon’s showroom and believe me, we’re behind you! I can’t speak for everyone (hey—why let that stop me?), but all of St.MinneapolisPaul wants the Blue Shirts to win! We like you! (except, ahem, for those who don’t, of course).

Would you entertain a suggestion? I spoke to a kindly Blue Shirt yesterday about another obscure, jury-rigged set of applications that keep my Microsoft products talking together. I’m just looking for ways to get away from the fussing that enshrouds my mobile use of Microsoft. I asked open-ended questions seeking new solutions. Mr. Blue Shirt started his spiel about features and benefits—a reasonable place to begin. I drilled down with explanation and more questions. I could tell he was not catching my drift, so I searched for the key words that would help him see why his banter did not fit. The recently abandoned “activesync” turned out to be the word that unlocked introductions to the Microsoft rep hanging around 100 yards away. This gentleman ran with “activesync” and provided answers that seemed to fit my situation, but still with enough unanswered blank spaces that I knew I needed more research.

I May Be A Tough Customer

I may want more detail than other people because of my quixotic quest to make Microsoft work across my devices. I may have had too much experience with sales people saying whatever they must to make the sale (AT&T, take note). It is also possible that I need to read things to believe them. Granted.

Here’s My Point

What I need is help with complicated products. Or solid advice to give up my foolish Microsoft quest. Is that the kind of thing of I could expect from a quick conversation on the Best Buy floor? Maybe not. But if you had someone who listened, who knew what was available and who could step away from features/benefit sales script—that would be worth something to me. I’d make an appointment with that person—like I did at the Microsoft store (I’m not optimistic).

I know my cult-of-Apple friends are punching their faces now and saying “hopeless.” I’m not quite ready for the Apple tattoo on my…wallet. Ok?


Written by kirkistan

September 20, 2012 at 9:00 am

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