Let’s Talk About Costco: Some People Just Don’t Get It
Costco Not-On-A-Saturday, is probably one of my favorite places to go. I love the big-ness of everything and they always have new stuff– and oh yeah, the unlimited sampling booths. MMmmmm…
That said, I have found that I must limit myself to trips to the Land of Large so as not to spend my husband’s entire paycheck there. If I make it out of Costco with less than $200 worth of crap stuff bulk items I consider myself fortunate. It’s about twenty minutes from my house and I am not sure the money I save on gas by buying it there really amounts to much, since I use so much gas to get there.
Okay.
So at an expo a few weeks ago, I happened to stop at the Costco booth. I had a conversation with a rep there that to this day just baffles me. I wouldn’t call this rep "pushy" because I never felt like she was trying to sell me anything, because in my experience good sales people actually LISTEN to what a person has to say. Let me recount the conversation.
Me: Hello.
Rep: Are you a costco member?
Me:Yep.
Rep: Do you have our American Express card?
Me: I do.
Rep: But I bet you don’t have the platinum business card.
Me: No. You know, I actually don’t even go to Costco all the much.
Rep: (Shocked and Disgusted) Really? Why? (First Mistake)
Me:You know everytime I go there, I spend like $200. Plus it’s like 20 minutes from my house.
Rep: (moving on) But you need a credit card for your business.
Me: You know, I have one. It’s a Mary Kay Visa.
Rep: But you can’t use it at Costco.
Me: (I have your friggin AMEX and who says I want to use it at Costco!) Yeah, I know.
Rep: You really could be SAVING your family SO MUCH money.
Me: (Did you NOT just hear me say I SPEND too much money every time I go.) Sure, sure.
And then I ran away as fast as I could.
Now maybe as you read this, you’re thinking, yeah so? But seriously. The woman could not have possibly heard a word I said. It was the weirdest not-a-sales-pitch pitch I have ever heard. Let me tell you why she is the worst sales person ever:
1.She was totally unrelatable, maybe she was just untrained, who knows. I left feeling like, "what the?" Rather than trying to understand my point of view (because clearly she did not get it) she just dismissed it and seemed irritated. I like to feel like customer service people could potentially be my firend, even if I say no. We couldn’t be friends.
2. She wasn’t friendly or even pleasant. She never asked me how I was doing or even smiled at me. I mean she might have asked me, but I don’t remember because it was probably insincere.
3. She didn’t ask enough questions. All she did was make these weird statements that didn’t have anything to do with what I just said.
4. She never actually tried to sell me anything. She never went over the benefits of the card and she never asked me if I was interested. And she never tried to overcome my objections. I mean I guess she did, but she should have used the feel, felt, found method. IE. I know how you feel, I felt the same way too, but what I’ve found….
5. And of course, she did not listen to me AT ALL.
And that’s it. It was just weird.
And for those of you who want to keep reading, here’s how I would have done it, had I been the rep.
Well dressed business person: Hi.
Me the Rep: Hi how are you doing today?
WDBP: Good good.
MtR:Great. I love your shoes by the way.
WDBP: Oh, thanks.
MetR: Hey are you a Costco member?
WDBP: You know I am, I even have a Costco Amex.
MetR: I do too. I love that card. Have you heard of the Costco Platinum Business Card?
WDBP: No I haven’t. I don’t really think I need one though.
MetR: Do you have a card for your small business?
WDBP: I do actually.
MetR: Well, that’s great. Which one do you have, by the way?
WDBP: I have a Fantastic Company Mastercard.
MeTr: Oh yeah? That sounds awesome. Do you get great benefits like (I would then list all of the Costco business card features)?
WDBP: No I don’t actually.
MetR: Well the Costco business card has all of those things. Would you be interested in signing up for a Costco business card?
Well dressed business person would then say yes or no. Either way, when the conversation ended I would say: "Okay. Well you have a great day."
Costco nees to put you on their payroll, I am sure you could reign in more new card members than that gal you described!
And yes, their card does have awesome benefits and the cash back check every year - but did she even mention it? No!
Trust me, when your kids are a little older and eating you out of house and home, that card just may save you some cashola!
Comment by Carrie — November 7, 2008 @ 6:06 pm
My friend loves to Costco, the $100 store, because you can’t walk out of there without spending less. I need to go there with a very specific list and stick to it. I can look around, but not buy anything I see that wasn’t on my list. We are executive members, that way we don’t need the credit card, but still get so much of the money we spend there back, which could pay for the membership itself.
Comment by Erin — November 10, 2008 @ 4:11 am
That’s it. You’re hired. Oh wait. I have to affiliation with Costco, but they don’t even know what they’re missing
Comment by jennyonthespot — November 14, 2008 @ 6:49 am
I go to a similar store (in South Africa) called Classic Wholesalers. It’s huge, it’s cheap and I cant stop myself spending anything less than a grand there. it’s ridiculous. Especially because the stuff is soooo cheap.
Anyway, I tagged you in ‘The Real Mom Meme‘ - it’s not your typical mommy meme, go check it out!
Comment by A Bad Mommy / ExMi — November 14, 2008 @ 8:35 am
I think for a lot of people being a sales person is hard. If you’re not naturally a people person, then it’s a hard concept to get. When I was a kid, i used to sell my friends on ideas, things to do, things i liked, all the time. Just as a matter of course. It has made it so I am able as an adult to do the same thing politely, even though it’s still somewhat difficult (of course). But I have sympathy for those it doesn’t come naturally to and need the money.
Comment by My Baby Pajamas — November 14, 2008 @ 11:20 pm
i just had to laugh at this one! before i started having my babies, i was a trainer at an “unnamed credit card company”. your post and pitch were dead on! you would definitely get picked for role plays in front of the class :0)
Comment by erinbeth — November 18, 2008 @ 12:56 am