Service of Listening to the Experts
April 17th, 2014
Categories: Experts, Interior Design, Listen, Service
I drop off dry cleaning at a satellite where there is no tailor to measure clothes that need adjustments. I asked the cashier if I brought in a pair of my husband’s slacks the right length could the tailor work with them to shorten a new pair of khakis? She explained that this wasn’t a reliable solution because all pants aren’t equal and don’t fit the body in the same way so the lengths could be misleading.
She told the same thing to a woman who brought in formal slacks and jeans. The woman asked for the slacks to be cut to match the length of the jeans. The cashier warned the customer and was experienced/smart enough to have her sign a receipt to confirm that she’d been so cautioned. Nevertheless the customer returned enraged when the formal pants weren’t the right length.
This reminds me of a similar selectively deaf client an interior designer told me about that I mentioned in a post long ago. Her client wanted to save money by ordering fabric panels for her window instead of a standard drapery style involving yards of fabric to fill the window with graceful folds.
The panels would be stationary, the designer warned, making the client a sketch that showed that they left the center of the window uncovered. The panels were fine, insisted the client, happy to save the cost of additional yards of expensive fabric.
The designer reiterated that she would not be able to cover the window with drapery fabric nor tie back the panels. The client said she understood and still opted for stationary panels. When the panels arrived, the client, a lawyer, hated them. She said “they don’t cover the window!” and subsequently sued the interior designer.
Do customers like this hope for miracles? Do they not listen? Do they distrust the expert? Can you recount similar examples?