Don’t insult the buyer’s intelligence
The most frustrating thing as a consumer is when the vendor insults your intelligence. This morning, one of our long-time customers was complaining that their new sales rep was wasting their time with asking basic questions, like titles, budget, etc. They have already bought a half million dollars worth of software, and the new sales rep is doubting whether they have funds to pay for more?
Just now, I called my mobile phone provider to get the unlock codes so that I can use a different SIM card while traveling. First, I get their phone tree which absolutely requires you to enter your phone number and social security number before you can reach a rep. When you finally reach a support rep, the first thing they do is ask for your account number and social security number! Don’t you already have it??
I told the rep I wanted to unlock my phone, and the rep told me that my two-band phone will not work internationally. I said that her information was wrong and that a two-band or tri-band phone will work. And I have used it on dozens of trips to Europe. She still reminded me that I’ll need a new phone. At least she agreed to give me the codes when I insisted.