I read a great post by Seth recently. It was about the value of keeping the conversation with customers open.
It reminded me of an exchange I had a few weeks back with a customer at the video store where I work part-time. On particularly busy Friday night, a customer I hadn’t seen in a while came up to my register to rent some movies for her and her kids.
Everything was going smoothly. I was even able to sell her a candy bundle and agree to spend the extra 5 dollars to renew a month of half-off rentals.
Then, when I totaled the transaction, the system told me that she owed about 20 bucks in late fees from some movies rented months ago. This is the point of the conversation where I’ve learned to keep the conversation open, making sure I set the expectation that they need to pay their late fees while giving the customer room to negotiate.
So, the conversation went something like this. (more…)