Pushing or Assisting?

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Is there a difference between pushing and assisting? I’ll let you decide.

After my last car service, a few jobs still needed to be done, including two brake-related jobs. So, when I was ready, I called and booked ‘to get the brakes done’. Although I didn’t have the quote with me, that meant the two items because they went together like salt and pepper – or tyres and brakes!

I knew what I meant. That the total for the two jobs was roughly $300. So imagine my surprise when I collected my car and was only charged $200! $100 discount on a $300 bill? WOW! They were going to get a great Google review!

I queried the charge and was told, “The Manager does that sometimes.” Double WOW, I thought. Pretty generous!

Then the bubble of generosity burst. I’d compared the receipt to the quote and realised The Service Centre only completed one of the brake jobs.

Curious, I called. I knew I hadn’t said “please do all the work on the brakes” when I rebooked. I also knew the Manager hadn’t asked questions when I rebooked – or as I dropped the car in.

First, I spoke to the Assistant Manager, who seemed unsure of my question and said “We only do what we’re asked.”

So, I spoke with the Manager too. Just in case I’d missed something. He’d covered the quote with me and booked my car in for the work on the brakes, so I wanted to check if there had been a misunderstanding. The Manager said “We only do what we’re asked because we’re not going to push what we want. It’s your money, and we’re not going to tell you how to spend it.”

It’s about Perspective

Now, there was no right or wrong here. It’s about perspective.

However, I did remember how impressed I was when the car was in the first time, for the service. When the Manager called to discuss the extra work needed and how urgent each job was.

So, unconsciously I believed they would do both related jobs – or call me to check if that’s what I wanted.

Would I have thought they were being pushy if they’d called to check if I wanted both jobs done? Not at all. I’d already expected to pay around $300 – and I am pretty sure I said that to them at drop-off.

Had they called me to check, I would have been delighted. Not only would the work have been done, I would also have realised I’d needed to be clearer when I booked. In the end, they would have looked like the saviours!

It begs the question, ‘Would it have been pushy to clarify if I wanted both jobs to be completed – or would it have been great service?’

You already know my answer. What’s yours?

Professional Buying Assistants

Whether something is pushy or meeting someone else’s needs is a matter of perspective. It’s also related to how we view selling – and how the other person does.

To me, selling is really ‘assisting someone to buy’. That’s why I’ve always taught salespeople they are Professional Buying Assistants.

This approach places the focus on meeting the customer or client’s needs first. The conversation flows better. The buyer is more likely to feel that their needs are being met. Plus, recommendations become a natural part of a healthy and helpful conversation – not a salesperson selling something.

We all Sell… Something

Taking it one step further, we’re always selling something. All of us. And it doesn’t have to be a product or service. It can be as simple as convincing a friend to go out because you’ll know they’ll enjoy themselves. It might be helping others to see why an idea you have is a good one for them to embrace.

So, is it possible that what we’re talking about is having the desire to help meet someone’s needs – and the confidence to make suggestions? Regardless of our role? Or the situation? Or even who we’re talking to?

If that’s the case, the right mindset, plus passion and enthusiasm, are a great start. Add healthy conversation skills, and you have the ingredients for assisting someone – without feeling pushy.

Oh, and in case you’re wondering, I still need to find time to get that other brake job done. If only it had been done that day!

Until next time…

Anne

PS: I’d love to hear your thoughts and feedback – feel free to share below.