My Learnings from Bad Customer ServicePosted: July 3, 2010
Nicole and I visited a local condo development today and had a pretty negative experience with the sales agent. Here are a couple thoughts on what I learned:
Never Say No For Someone Else
From the minute we walked in this sales agent started saying no for us by saying things like: “You know these are condos, not apartments, right? This place isn’t really designed for kids. This place is built for lawyers and doctors, etc.” Seriously, lady? How do you know I’m not looking for a condo? Maybe some families think condo living would be fun (even with kids). Maybe I’m a doctor….and a lawyer. This made me think of how often we say no for people in the church: “Oh, so-and-so would never want to get involved in our youth ministry.” Really? How about asking so-and-so and letting them tell you no, instead of you saying “no” for them before you even ask.
Assumptions are Dangerous
As you can see from what I’ve said, this lady made some quick assumptions about us. She also made a point to tell us these were LUXURY homes. Looks can be deceiving though. And while the reality is we can’t afford even the cheapest unit in this building, she shouldn’t be making the assumption. I know people with money who might walk in to look at a condo dressed pretty similar to Nicole and I. And don’t forget that even if I’m not a potential buyer, I might know potential buyers and spread the word about your product after a “wow” experience. We make assumptions about people in our churches all the time. We assume students are mature in their faith when they’re really not. We assume a student may not be ready to take a leadership responsibility when that might actually be the one thing that would propel them forward in their walk with God.
Who are you saying “no” for? What assumptions are you making about the people God has entrusted to you?