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Brian Johnston

This is a little embarassing, but true. In my day timer I circled noon and wrote down the restaurant, but DID NOT take note with whom I was meeting which is unusual for me. I guessed I must have changed plans with the client after circling the day and time... BUT just in case, I called the restaurant, which is just minutes away, and asked them to call me if someone came in looking for me. Sure enough, my client did in fact arrive. The young lady called me at the radio station and 3 minutes later, I was sitting face-to-face with him. Because of her actions, they are my restaurant of choice, when meeting with clients.


Brian Johnston
CHUM Kawarthas

Gord Hafekost

HI Steve: I have a couple of stories of how I was cracked up by a Chinese Restaurant and a Korean Variety Store Owner. They were the best I ever saw at handling the price objection with grace and humour.

First...28 years ago when I was working at CKOX there was a chinese restaurant that had a $1.50 lunch special...4 chicken balls and some fried rice. We were all broke in the old days of radio and we used to eat there about 3 time a week. One day for fun I said to the young waitress. You know we are such regular customers, we should be getting a deal on these meals. She didn't bat and eye and said back. You regular customer...you pay regular price.

Another time recently I was at a variety store with my daughter and she wanted some Ice Cream...so she picked out a small tub of Hagen Daz and we we were paying for it at the cash register and he said 6 bucks. I said 6 bucks for a litttle tub of ice cream how could you possible charge me 6 bucks for that. The little korean guy just grinned and looked me in the eye and said.. Conveeeeenience.

Masters like these have made me realize that many price objections are floated out there as trial baloons or done solely for the amusement of the purchaser (that was me). Diffusing these objections with humour and then ignoring the objection is sometimes the best way of dealing with them. Just like my oriental friends did.

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About this Blog

  • Welcome to the blog called Touch Points. We all have good and bad Customer experience stories that have happened to us when we have shopped or dealt with companies around the world. This blog is for you and me to learn what it might take to improve customer service. You are invited to submit stories that will hopefully lead us on a journey together. The destination is known but the map hasn’t been drawn to get us there yet. We are the explorers who will chart this course that will help us and others improve the touch points in their businesses. So put on your loosest, most comfortable travelling clothes, because here we go. Enjoy the trip!

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