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I was reading some old threads and was reminded of a story. This happened about a month before I discovered the Customers Suck! forums, and I don't think I ever posted about it. If I did, it's probably been lost by now anyway.
Ages ago, I worked for Major Electronics Retailer. I sold computers and computer-related stuff. In the Spring of 2006, I had been there one year and was actually getting pretty good at helping customers find what they needed without being pushy about it. This occurred in northern Utah in a city where the majority religion is The Church of Jesus Christ of Latter-day Saints (a.k.a.: "Mormons"), to which I belong*, but this was a big enough city that Christian churches were quite common.
*And that's all I plan to say about my religious affiliation except as it relates to the story. The point of this story is the customer's behavior. If you wish to comment about your own beliefs, please feel free, as long as you can do so within the confines of the CS.com site rules and without tearing down anyone else's beliefs.
At the time, we had regular sales on laptops. The two lowest priced models this particular week ran Windows XP and were quite popular. One was for $499 with a Celeron processor and minimal RAM (essentially a glorified typewriter); the other was for $699 with a Centrino processor and better memory. A couple came in to find a laptop, and I greeted them. After some initial pleasantries...
Me: So, what do you need the computer to do for you?
Him: I need to make some presentations.
Me: What kind? Business proposals? Slide shows? Videos?
Him: Well, I'm a preacher, and I need something to make presentations and project them onto the wall for my congregation so they can have some visual aids during my sermons.
Me: Got it. Let me show you a few things.
Easy so far. I told him the $499 special would work but would be outdated soon and suggested the $699 special would be a better investment. I then pointed out a couple of projectors that would work well with either. Until now, he has been all business--asking computer related questions. His wife has made a few comments but has mostly just followed along. We discussed specs, capabilities, accessories, security software, productivity software, and were just getting to the service contract options when the conversation took an abrupt turn.
Him: I just need to be sure it's going to last a while. I have a small congregation right now, and we don't have a lot of money. You see, I used to go to [Non-Denominational Christian Church] west of [City], but I didn't like the pastor there, always lording over the people with what he thought was his authority and power. So I did some studying and started my own church.
Me: ... I see. And you want to make sure the people coming to worship with you understand the important parts of your sermons.
Him: Yes. PowerPoint will help.
Me: I'm sure it could. Now-
Him: Do you have a church?
Me: Well, I don't HAVE a church, but I go to one.
Her: Oh, good. It's always nice to meet another Christian.
Him: What church do you go to?
I state my religion and mention which building in town I usually attend services. I'm about to steer him back to the service contract conversation when his whole posture changes. His face turns a little red, his back stiffens, his hands curl as if about to form fists, and his eyes widen.
Him: [rant mode ON] You're Mormon! Oh, Heaven help you! I preach the apostolic gospel of Paul as is written in The Bible. I left [Non-Denominational Christian Church] because [Pastor] refused to preach that gospel. Jesus declared that anyone who should preach anything other than the gospel of Paul will be cursed! That's why I only preach from The Bible, and I only preach the apostolic gospel of Paul. You Mormons don't even believe in The Bible!"
Me: Actually, we do, but I try not to discuss my religion at work. Now would you be interest-
Him: No, you DON'T! You don't even believe in Jesus! If you don't give up your wickedness and become Christian and be saved, your soul will be destined for Hell. It is my duty, as a Christian and as a preacher and as a follower of Paul, to save your SOUL!
Me: I'm quite happy with my faith, thank you. Now, if you'll look at this flyer, you'll see we have a variety of pricing options for the service contracts, if you want to get one, and-
Him: Here! Take my card! Come to my church! Save yourself! Let me save you!
His wife cleared her throat at that point and interrupted to tell me which service contract they might be interested in but that they needed some time to think about the whole purchase. She thanked me for my time and turned to go.
Him: It's not too late! We meet in my living room every Sunday at 10:00 and every Wednesday at 7:00. Please come! Uh... Do you have a spec sheet for that $699 model?
And I sent him on his way. I noticed a few other customers staring at me and at the two customers as if we were some gory train-wreck spectacle. I turned to the one who had been waiting the longest.
Me: Sir, are you here to save souls or to save money on a computer?
He laughed. So did a few others. I went about the rest of my shift as normal.
I don't think I've ever been preached at that vehemently before, especially at work. And I still don't understand why encountering a Mormon in Utah was such a surprise to this guy or why he thought his sudden outburst of righteous fury would convert me to any other religion, let alone his.
The preacher customer did eventually come back, but he bought a computer from my co-worker, who was a die-hard Atheist.
Ages ago, I worked for Major Electronics Retailer. I sold computers and computer-related stuff. In the Spring of 2006, I had been there one year and was actually getting pretty good at helping customers find what they needed without being pushy about it. This occurred in northern Utah in a city where the majority religion is The Church of Jesus Christ of Latter-day Saints (a.k.a.: "Mormons"), to which I belong*, but this was a big enough city that Christian churches were quite common.
*And that's all I plan to say about my religious affiliation except as it relates to the story. The point of this story is the customer's behavior. If you wish to comment about your own beliefs, please feel free, as long as you can do so within the confines of the CS.com site rules and without tearing down anyone else's beliefs.
At the time, we had regular sales on laptops. The two lowest priced models this particular week ran Windows XP and were quite popular. One was for $499 with a Celeron processor and minimal RAM (essentially a glorified typewriter); the other was for $699 with a Centrino processor and better memory. A couple came in to find a laptop, and I greeted them. After some initial pleasantries...
Me: So, what do you need the computer to do for you?
Him: I need to make some presentations.
Me: What kind? Business proposals? Slide shows? Videos?
Him: Well, I'm a preacher, and I need something to make presentations and project them onto the wall for my congregation so they can have some visual aids during my sermons.
Me: Got it. Let me show you a few things.
Easy so far. I told him the $499 special would work but would be outdated soon and suggested the $699 special would be a better investment. I then pointed out a couple of projectors that would work well with either. Until now, he has been all business--asking computer related questions. His wife has made a few comments but has mostly just followed along. We discussed specs, capabilities, accessories, security software, productivity software, and were just getting to the service contract options when the conversation took an abrupt turn.
Him: I just need to be sure it's going to last a while. I have a small congregation right now, and we don't have a lot of money. You see, I used to go to [Non-Denominational Christian Church] west of [City], but I didn't like the pastor there, always lording over the people with what he thought was his authority and power. So I did some studying and started my own church.
Me: ... I see. And you want to make sure the people coming to worship with you understand the important parts of your sermons.
Him: Yes. PowerPoint will help.
Me: I'm sure it could. Now-
Him: Do you have a church?
Me: Well, I don't HAVE a church, but I go to one.
Her: Oh, good. It's always nice to meet another Christian.
Him: What church do you go to?
I state my religion and mention which building in town I usually attend services. I'm about to steer him back to the service contract conversation when his whole posture changes. His face turns a little red, his back stiffens, his hands curl as if about to form fists, and his eyes widen.
Him: [rant mode ON] You're Mormon! Oh, Heaven help you! I preach the apostolic gospel of Paul as is written in The Bible. I left [Non-Denominational Christian Church] because [Pastor] refused to preach that gospel. Jesus declared that anyone who should preach anything other than the gospel of Paul will be cursed! That's why I only preach from The Bible, and I only preach the apostolic gospel of Paul. You Mormons don't even believe in The Bible!"
Me: Actually, we do, but I try not to discuss my religion at work. Now would you be interest-
Him: No, you DON'T! You don't even believe in Jesus! If you don't give up your wickedness and become Christian and be saved, your soul will be destined for Hell. It is my duty, as a Christian and as a preacher and as a follower of Paul, to save your SOUL!
Me: I'm quite happy with my faith, thank you. Now, if you'll look at this flyer, you'll see we have a variety of pricing options for the service contracts, if you want to get one, and-
Him: Here! Take my card! Come to my church! Save yourself! Let me save you!
His wife cleared her throat at that point and interrupted to tell me which service contract they might be interested in but that they needed some time to think about the whole purchase. She thanked me for my time and turned to go.
Him: It's not too late! We meet in my living room every Sunday at 10:00 and every Wednesday at 7:00. Please come! Uh... Do you have a spec sheet for that $699 model?
And I sent him on his way. I noticed a few other customers staring at me and at the two customers as if we were some gory train-wreck spectacle. I turned to the one who had been waiting the longest.
Me: Sir, are you here to save souls or to save money on a computer?
He laughed. So did a few others. I went about the rest of my shift as normal.
I don't think I've ever been preached at that vehemently before, especially at work. And I still don't understand why encountering a Mormon in Utah was such a surprise to this guy or why he thought his sudden outburst of righteous fury would convert me to any other religion, let alone his.
The preacher customer did eventually come back, but he bought a computer from my co-worker, who was a die-hard Atheist.
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