Happy and receptive!
A few days ago I went into an AT&T mobile phone store looking for help. In my last posting I used AT&T to make the point that when a customer is experiencing negative emotions it is not a good time to sell. This in-store experience was very different.
I was having trouble reliably turning my Bluetooth ear piece on and off and was frustrated with the technology and myself. A cheerful agent mentioned that it was a little tricky but by following a few guidelines turning the ear piece on and off was no problem. I learned something and was in a good mood – no more frustration.
While I was practicing my new skill, the agent quickly reviewed my account. She said, “I see you are not using text messaging. This can be a cool way to get or send a message when you are in a meeting or to get a phone number that you won’t have to write down. It is actually quite simple. Would you like me to show you how?”
I jumped at the chance. My kids think I am not with it because I don’t use text messaging. It was almost like the agent new this. After my quick and simple tutorial, she asked if I had children. When I answered yes, she suggested that I send them a text message. That made me feel gooood.
In this case the positive helping agent put me in a good mood which in turn made me receptive to something new. By taking the initiative to check my record she actually was up selling me with my permission. Now that I am into text messaging I will be making greater use of their service. And, I will be spending more money each month. Hey, I like it. There is something in it for both of us.
