Expectation setting

I recently purchased a bed at what I consider to be a pretty good price. The salesperson, lets call her Bev, offered to "throw in" the installation package which would normally be an extra $50. She explained that the men who delivered it would "install" it. She also said that we had a choice between the bed just being on castors or having legs. As we wanted to reduce the height of the bed we opted for the castors. Well the bed was delivered pretty much as they said it would be (minor altercation about having to pay extra for delivery on a saturday - they told us this extra would also be waived and they eventually agreed to do that). The bed arrived and was placed against the wall in our bedroom. Before we knew it the delivery guys had left - so much for installation! Then when we unpacked it we realised that we had been given legs, not the castors only that we had been promised.

So, as a salesperson, if you want repeat business, you have to be sure that the customer got what you said they would. Once the expectation is set you must ensure that the expectations are met. I would encourage all retail salespeople to folow up wiht a phone call to make sure that you got what you paid for. Bev could have done that given they sit around in the store doing not much at all on a Saturday - it would take maybe an hour to do that each saturday and would ensure repeat business.