“This or Something Better” Principle

Two days ago I went to Running Lab at Funan Digital Mall to find running shoes. The lady who served me there was very helpful and I found the shoes that fit me well. They were Asics Gel Evolution.

When I was going to pay for the shoes, I saw that there was a 20% discount for registered Standard Chartered Marathon 2008 runner. I told her that I was a registered runner and she told me to bring the confirmation slip to get the discount. I saw that there was a notebook computer next to the cash register, I asked whether it was connected to the internet. She said yes. I asked whether I could use it to retrieve the email containing the confirmation slip. She said that they had no printer, so I had to go back and print the slip myself and came back the next day to get the shoes. How inefficient! At the end, I left the store without buying the shoes.

At night I was browsing the internet and I found that Running Lab had another store at Velocity@Novena. I decided to check it out yesterday. I wanted to get a second opinion whether the shoes were really suitable for me. When I got there, the staff were busy helping other customers so I decided to see a New Balance store next door because I was attracted to it.

I told the staff at New Balance store that I was looking for running shoes that accommodate my flat feet. He did a detailed analysis. He asked me to stand and looked at the feet from every angle, then he also asked me to walk on the treadmill to analyze my gait. He also examined my old shoes to see the worn out pattern. He was definitely more thorough than the people at Running Lab. Finally he recommended dark pink New Balance 1224 shoes. When I tried the shoes, they did not fit well because size 8 were a bit too tight while 8.5 were too big. The shoes were also a bit too wide for my feet.

I said to him that I was sorry that the shoes did not fit well and I could not buy from him. He said it was alright and he even took me back to Running Lab. He told the staff at Running Lab the shoes that fit me well as well as the size. Basically he just gave them the prescription for my need. Then he gave me his SAFRA member card number to enable me getting 30% discount on the shoes. Wow…I was so grateful and happy. Thank you for your help, RM!

Finally I bought the same Asics shoes with 30% discount instead of 20% discount!

What can I learn from this experience?

• “This or something better” principle. Sometimes when you do not get what you want immediately, there is something better waiting for you,
• Trust and follow your instinct, especially when it seems to attract your attention,
• Close the sale fast by accommodating the customer’s need. If possible, do not let them walk out the store, ask them to return later.

Learn and Grow!