Here’s the set-up. I make kitchens, and I recently learned that a national UK company that supplies materials to people like myself (usually bigger companies, though) has a branch within delivery distance of me. So, I ring them up and enquire as to the cost and availability of a product which I use regularly, birch ply.
The chap who answer the phone tells me (between coughs, he has a bad cold) that they don’t do the Latvian ply which I normally use but they do russian. I enquire the price, turns out to be about 10% more expensive. Is it better? I ask, Not really, comes the answer. So, basically I say well there wouldn’t be much point in ordering from you then? He agrees and that’s the end of the conversation
Now, if I was that salesman I would have said something like “well, I’m sorry we can’t help with that product at the moment, but we have many other nice things which I am sure you would like, can I send you a catalogue/get your name and phone number/get our representative to call on you” and stuff like that. I would not have allowed me to simply have rung off feeling like the firm was totally uninterested in me.
I expect that if I was to ring their head office and ask if that was average for their firm they would a) say no, it was below average and b) ask me who I spoke to so that he could have some more training.
Do you think I should let his firm know, or is it their fault for not checking that their employees are not doing their jobs properly?
John
Replies
Is it possible that he was coughing so much he just needed to wrap up the conversation so he could give his throat a rest?
I'd let it go. Sounds like the guy was being straight with you. Does seem like he would have tried to sell you something though...
BTW - just curious - generally, are salesmen in the UK commissioned, (pay based on how much they sell) or do they just get paid by the hr? The reason I ask, although not really directly related, is that when visiting London, bar tenders did not accept tips... surprvised me, and I kind of wondered if my attempt to tip was, in some way, an insult...
....(usually bigger companies, though)....feeling like the firm was totally uninterested in me. ...
john, that firm is 'uninterested' in you - - they don't want to dink around with a small account, for better or worse their business model does not include serving clients of your size - (I am the smallest of the small, so I am not passing judgement of the worthiness of a small business)
why are you desirous of doing business with them? do they handle something that you can't get thru your rregular supplier(s)? - -
If you want to talk to their head office, you might try 'I am interested in a truck (lorry?)-load of baltic-birch plywood, can you deliver it to me for $? (sorry, don't know how to make a pound-sterling sign on this computer) - then when they ask you 'why don't you talk to the salesperson for your area?', you can tell them your tale...
Notifyiung head office won't do anything but waste your time. Let it go - he just didn't want your business for whatever reason. Just deal with people who want your business, instead.
john, I doubt I would bother.
Maybe he blew you off intentionally,figuring your "small" orders would be more bother than they would be worth.
But still, you would think that any reasonable competent sales person would have come up with SOME aspect of the russian ply that was better---"the availability is more consistent, the grain seems to be nicer, we think they use a better glue"-----make up something?
I had 3 thoughts.
First, there's nothing wrong with being honest. You certainly wouldn't have felt better if he had lied to you, would you? He may feel that if he's honest he can build a solid relationship with his customers that way. (I try to do that)
Second - If the guy was sick he could have been off his game. I'd cut him a bit of slack for that reason alone.
Third - I wouldn't blow off a whole company just because of one incident. There could be any number of reasons why your first contact didn't go well. They could turn out to be an excellent supplier.
If at first you don't succeed...blame someone else and seek counseling.
Greetings John ...I suggest calling the sales rep back and confronting him with your grievance and if he doesn't apologize ,send you a box of free pencils then I would go over his head.We as builders must meet standards of service everyday and the lumber yards or anyone else we use must be as concerned as we are or they will bring us down.I like your idea of the salesrep to be rehabilitated rather than fired.Presently I have a lazy fellow on my payroll who has been coached and encouraged to apply himself yet still no improvement has been seen.These slackers will hold us back.they must learn when to give their best and when to coast,unfortunately some wont learn till its too late.
What "grievance"?
"You told the the truth??"
more expensive ... no better ... what's the bitch?
JeffBuck Construction Pittsburgh,PA
Artistry in Carpentry
it kind of reminded me of the time i tried to have home milk delivery. after three weeks (one delivery per week) they had yet to be on time and had screwed up my order twice. when i called "customer service" to complain, all the young lady said was, "so you'd like to cancel the service, right?" well, now that you mention it, i think that would be best...
m
You mistaking was in think that you where talking to a salesman.
Sounded more like you where talking to an order taker.
Thanks for the replies-
Is it possible that he was coughing so much he just needed to wrap up the conversation so he could give his throat a rest?
No, it wasn’t that bad, guess I should have left out about the coughing.
BTW - just curious - generally, are salesmen in the UK commissioned,
Good question, I think office-based staff are frequently just salaried. Probably get an annual bonus if their office does well, but mostly one lost sale (as we can see, doesn’t make too much difference)
john, that firm is 'uninterested' in you - - they don't want to dink around with a small account, for better or worse their business model does not include serving clients of your size
I should have said that I had already established that my order would be about three times their minimum delivery. Probably still a small order from their POV
You mistaking was in think that you where talking to a salesman. Sounded more like you where talking to an order taker.
Yes, I agree, although I’m sure his job title includes salesman in it somewhere
John