The other day, my husband and I ventured over to our local hardware store to purchase a Big Green Egg grill and smoker. You see, it was a deal between the two of us: Last year, I got my bucket list Italian vacation and this year, he gets his smoker. Marriage is all about compromise, am I right? Anyways, back to the purchase. The employee who came over to help us out couldn’t answer any of our questions about the product, nor could he tell us if the store carried any of the accessories we were interested in purchasing. The second employee was able to answer our accessory question, but not any about the product itself. They had to call over a manager. Following our discussion, not one of the three knew how to schedule the free home delivery and set up promotion the store was running.
Now, could you imagine if this was a plumbing contracting company? Perhaps I was asking the employee who came out to my house about water treatment solutions and that person couldn’t answer any of my questions? It would result in a lost sale, because I certainly wouldn’t buy my water filtration system from someone who couldn’t answer my questions about it. I would call another company, one who was knowledgeable about the product and confident that it would solve my problems.