How NOT To Sell.

I have my credit card processing through a local rep that is also a customer. I've had the service through him for 6 years, and have been very satisfied. I called him, asking him to explain a charge on my credit card processing statement. The charge was only $39. a month. But I didn't understand it.


He comes in with another guy, and tells me that there has been a small glitch in the system. He hands me several forms to sign. I ask "Are you still with the same processing company?" and he said "Yes". I asked "are you changing my processor?" and he said "No, we're just adjusting your rate down".

And then he bought a small item, and they walked out. Now, I've been selling for all my adult life, and not every bit of it was purely ethical. I can tell how someone acts when they are doing something that they don't want you to see. And I can tell when someone buys something they don't really want, as a form of redirection.

He bought the items, to redirect my attention. I knew it at the time, and it made me angry. But the room was full of customers, and he said he wasn't changing my service...so I let it go. But that night (maybe 5 days ago) I knew I wasn't getting the full story.

Sure enough, yesterday..in the mail...is the "Welcome letter" from the new processing company. I wasn't a happy person. But I usually wait until I've cooled down, before I react. Today, he walked in the store, (He should have waited a couple more days) and told me he was here to set up the new service.

I said "You told me you were still with the same company. You also told me that you were not changing my service." He started to apologize for the misunderstanding.

I said (Calm, but not friendly) "Stop. There was no misunderstanding. I asked you clearly..twice, and you told me something that wasn't true". He said "I would never..."

Claude the Merciless said "No. Here is a tip. Over the last several years, you have built a relationship with me. Your customer service is excellent. You're a good customer. Had you said 'Claude, I am changing your service to give you a slightly better rate", I would have said 'Sure, go ahead'. But you didn't. You hid the fact, because you thought I might say "no", and....you wanted a new account with another company."

He started to say that he was sorry if I got that impression....

"Here is the problem. Now, I can't trust you. So, we are leaving my account with the other processor. I'll change it when a customer offers a new service. So for now, it stays with your first company. But that will change eventually"

He said "What about all the business we have done together?"

"You're still a good customer. You can buy from me. And I'll still use your service you sold me 6 years ago. But you have proven to me that signing my name, to something you give me to sign...is a mistake"

He said "But I saved you money, by changing"

And I said "And that's what you should have told me. But you didn't. Thank you for coming in".

By the way, my saying "Thank you for coming in" is a way to say goodbye...without being really rude.

It saddens me. He could have had my business forever. I never would have bought from anyone else.

Don't lie to your customers.