I often tell clients to look at their businesses and to eliminate systems or procedures that kill potential sales - often referred to as the Sales Prevention Department!
In the last few days Homebase have given me a great example of how some businesses try really hard NOT to take your money which in the current climate seems crazy to me!!
No, I am a fan of Homebase, especially more recently where they have clearly invested in Customer Service training for their teams and it shows in how helpful they are. However if you want to purchase a product that's on sale on the web and in store there seems to be a few "kinks" in the system.
Here's what I mean:
Last week Sue and I popped into the Bicester store as snow had stopped a lot else happening and found the perfect home office desk we wanted. GREAT NEWS - it was also in a sale so we asked the assistant for it.
We were told that it was the only one in stock so we said no problem we'll take it off the floor - we were very politely told 'no' they had a "Company Policy" that there must be at least 1 sale item on the floor at all times.
I DON'T care! I had money, they had a great product - what's the issue? To make matters worse they were having one delivered that week, snow depending, so it would only be off the floor for a day or two at the most.
Sue and I then ask if we can get it online - Yes, it's on their site - NO they don't home deliver that item. OK what about picking it from another store with stock? Yes Northampton has it. Great, as Sue's Mum and Dad live there - except when we get there they only have one on the floor as well and as we know "Company Policy" applies and they can't sell it.
No, the assistant was helpful and suggested I could reserve the next one but to be honest by now this was all just getting too hard and we headed home.
I am sure we'll find one, and still buy it as it's the perfect solution but they are making this a real test of endurance and patience for a customer to say the least.
If you own a business go back and see if you have any "Sales Prevention" systems in your business that could be driving customers away without you even realising.
