Secret Shopper Stories #3

Secret Shopper Stories #3

7 reasons why this customer switched to a competitor – and how it could have been prevented.

When our Buyers shop for our Secret Shopper program, they come across both great and not so great experiences buying software, hardware, and service from IT companies. Let’s share one of our Secrect Shopper Stories on how to (not) treat a potential buyer.

Recently, one of our Buyers telephoned the company she Shopped because she wanted to purchase some software. On her first try, the receptionist kindly answered her call. The responsible sales rep wasn’t available at that time, but she was promised she’d receive a call back soon.

So, she waited.

And waited. And waited.

Then, she reached out to the company again.

And again. And again.

In total, she called 7 times.

In total, she was ignored 7 times.

For a ‘real’ buyer, this would’ve been a reason (or 7 reasons) to switch to someone who would answer the call – most likely a competitor – immediately. Is this happening in your company? If so, what are some of the ways you can prevent it?

Call us – we have experienced how the best IT companies in the business do it.