“Oh, I See”
While in a Starbucks recently I picked up a bag of Kona Coffee Beans and asked the barista if he would grind them for me. He said, “Sure, what type of filter does your coffee maker use?” I said, “I don’t know, does that make a difference?” He responded, “Yes, it determines how fine I grind the beans.” Feeling a bit stupid, I told him that I would need to find out, handed him the bag of beans and turned to leave.
At this point one of his co-workers stepped in, and making a V Shape with her hands asked, “Is the filter v-shaped like this, or flat?” When I told her it is v-shaped, she took the bag of beans from her male co-worketr and said, “Got it. That’s all we needed to know.” A $30 sale was made that had just been lost a few seconds ago.
Everyone knows what happens when you assume. Sales are missed every day in computer stores, car dealerships and many other places because of a salesperson assuming that the customer understands what he or she has been taught. Avoid using company jargon. Back to Starbucks; I once asked for a “Medium” size cup of coffee and the person behind the counter said, “We call that a grande.” I have yet to go in there again.