Wisdom: born of experience, frequently hard won, and difficult to share. But those who have it do try to give those of us without it a tidbit every now and then.
In the past month or so, in various trade publications and even in a few conversations, I’ve witnessed this little nugget bandied about:
“People want to buy from people.”
Oh, how desperately I want to agree. I want to believe! As a former retailer on both the large and small scale and as a former educator, making that personal connection has long been my raison d’etre. There was no greater priority for me than to get on my client’s or student’s level, earning their trust and exceeding their immediate and future needs. It’s how I roll.
But as with so many things, I’ve recently started to call into question this longstanding truism, at least in the context of the kind of business I’m currently doing. I’ve spoken in the past about the challenges I continue to face in making the switch from selling jewelry to selling something else, but one of the greatest differences has been the approach to delivering on the client’s expectations.
This is not a business in which developing deep, long-term relationships is a priority. That’s not to say that we aren’t encouraged to build a rapport – in fact, the “discovery” process is a key topic of almost every sales meeting and workshop — but the timeline is intended to be as short as possible, and almost no consideration is given for clients who crave significant personal attention.
And you know what? More often than not, it works.
I want to be crystal clear: in no way am I making the case for lackluster relationship building, poor trust, and zero communication. But it’s important to consider that the modern consumer, regardless of age or demographic, has moved a large portion of their buying habits to the non-serviced world (a.k.a. the internet).
This translates to increased familiarity with products (thanks to extensive internet searching) and a surprising level of pre-established trust in a brand or company. People can and do offer up large amounts of their savings by typing in a credit card number and clicking a few checkboxes — we know they do it with diamonds (and really shouldn’t), but is doing it for a piece of equipment, no matter how crucial, acceptable?
When consumers feel confident, they’re willing to open their wallets. If that confidence comes pre-established (or takes little to no personal contact to reach), they come to the store with cash in hand, and are increasingly unwilling to sit through a discussion about their needs. As “experts” they’re confident enough to buy, and that’s all they want to do.
I already know the kind of havoc this can cause with jewelry buyers who didn’t bother to find out that emeralds are delicate, pearls need restringing, and rhodium wears away. The problems multiply with a piece of machinery that is user friendly when the user is friendly, and prone to tidal waves of sticky resin when they aren’t.
The best conclusion I can reach is that people might not want to buy from people so much these days, but they really, really should. It’s impossible to know everything, so why not let the subject matter experts — you know, the ones who are trained and willing to offer as much information as they can — give you a little help?
P.S. I can’t find attribution for this image, so please let me know if it’s yours. It’s perfect. I
hate love how perfect it is.