Bob Bly Direct Response Copywriter Official Banner

Do you mistreat your customers this way?

February 26th, 2014 by Bob Bly

I now can tell you what is wrong with America, because I saw it recently at Best Buy.

A few weeks ago, my wife and I went to Best Buy to buy a
microwave oven; we had moved to a new home several months ago, and
the new house didn’t have one.

Although the store was well staffed, we were ignored as we stood
in the microwave oven aisle. So I went to a young woman sitting
at a help desk and told her we wanted to buy a microwave. “No
problem” she said. “I will send someone right over.”

Ten minutes later – no one came. Irritated, I marched back to
the young woman sitting at the help desk and, to my amazement,
saw 3 blue-shirted Best Buy salesmen standing around, next to
her desk, shooting the breeze.

Americans have developed, in the words of writer Harlan Ellison,
a “slacker mentality.”

In my observation, not everyone, but certainly a significant
majority of workers, just don’t seem to give a crap about their
job, their business, or their customers.

The incident at Best Buy reminded me of a business rule of thumb
told to me years ago: When someone is trying to give you money,
don’t make it difficult for them to do so. We were ready to make
a $246 purchase (including a 4-year service plan), and no one
seemed particularly interested in taking our cash.

After Best Buy, we stopped at a Chinese buffet restaurant for
dinner – new to us because as I said we just moved here.

Here, we experienced the opposite of Best Buy: great customer
service. My son took a hard-shell crab from the buffet and then
couldn’t open it. (I once lived in Baltimore where, when you ate
hard-shell crabs, you did so with a wooden mallet in your hand.
I never liked it.)

Our nice waitress showed him how to open it with a fork and
spoon, patiently waiting until the task was done and then
showing him what parts were safe to eat and which were not.

Here’s another attitude adjustment you may need to make:
increasingly, small business owners who work at home answer
their phones in a tone that is wary (instead of open and
friendly) at best and downright hostile at worst.

JH, a graphic designer, did this when I called her the other day
to see if she could design a direct mail package for one of my
clients. She answers in a flat, cold “hello?” She did not even
give her name. When I asked her about doing the job, she
answered in clipped monosyllables, as if I were annoying her.

The next day, I received this e-mail from her: “Bob, I want to
apologize for my unwelcoming answer to your phone the other day.
I usually don’t answer a call when I don’t know who is calling,
but I recognized your name, so I did answer this time. The phone
rings a lot these days and most of the time it’s an 800 number
selling something.”

I thanked JH, but told her: too little, too late. She has lots
of competition, and I have more than enough graphic designers
who will happily take on my client’s projects with an attitude
of enthusiasm. Her disdain for telemarketers is simply not my
problem, nor should it be.

It’s ironic. Business is more competitive than ever. The
recession has made consumer and business customers alike tighter
with a dollar. Your customers have more choices for the services
and products they want to buy than at any time in recorded
history. Yet when customers walk in the door or pick up the
phone, so many entrepreneurs send them running, blowing the sale
on the spot.

I am reminded of something billionaire insurance entrepreneur
A.L. Williams once said: “You beat 90% of the competition just
by showing up. The other 10% you must defeat in a vicious

With their counter-productive, anti-customer attitude and
behavior, so many businesspeople I encounter today are losing
right out of the gate. I hope you are not one of them.


This entry was posted on Wednesday, February 26th, 2014 at 10:19 am and is filed under General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

48 responses about “Do you mistreat your customers this way?”

  1. David Weightman said:

    I had encounter a lot of stories regarding business losses and negative feedback from a customer due to Poor or Bad service. That is why I always live up to the fact that no matter how good or excellent your products are, if the person that offers to me seem way to off in giving the best service that I definitely deserve, then I’ll give that store or business a big no. That’s why I really agree on what you said that “When someone is trying to give you money,
    don’t make it difficult for them to do so”. And they should never expect me to give them recommendations to my friends or to someone I know since I don’t want to put my name on the line out of the bad reputation that they had reaped from their service.
    Customer is always king! Right Bob?

  2. henry said:

    I simply want to tell you that I am new to weblog and definitely liked this blog site.I have been meaning to write something like this on my website and you have given me an idea.Free Fire Download For PC

  3. James said:

    Depends on how you look at it. There are a lot of good Kindle books and authors that are successful since they focus on a specific topic. Yesterday I found a cool website : rosetta stone activation code

  4. pappu said:

    ahaaa thank you so much for this article

    Job 2017

  5. web site said:

    Hi, everything is going perfectly here and ofcourse every one is
    sharing data, that’s in fact good, keep up writing.

  6. Login Snapchat said:

    And I know that this is going to work for sure in the coming days and it’s Snapchat Login.

  7. snapchat log in said:

    these things should help to login snapchat on desktop. All these might help you unlock your snapchat

  8. John Carter said:

    As for me, this website is kinda comfortable for using. I don’t understand your troubles cause I don’t have the same. Probably, it’s a matter of individual perception. Anyway, if you are the person who likes reading great articles.
    youtube to mp3 converter on

  9. Web Designer in Sacramento said:

    This is very informative thank you!

  10. Kate Daisy said:

    This article has suggested to me many new ideas. I will embark on doing it. Hope you can continue to contribute your talents in this area. Thank you. slope

  11. Code Graphic said:

    Amazin Post surely inspires many people. Thanks author… Graphic Design… if you are new to the world of blogging or graphic design then you have heard it a lot. So you must have come to the question that Graphic Design? And how do Design of the website blog? Read More

  12. Produkt-Test: Katzenstreu said:

    Der Kauf von Katzenstreu ist ebenso mühsam wie unerlässlich – rund 8 Millionen … Folgende Produkte wurden in den Test einbezogen:

  13. Kaitlyn John said:

    Thanks for sharing your experience.engagement rings But I think not everyone is not as faulty as you think. There are many good employees who are sincere about their job. I feel really sorry for you. You should have complained against that mistreated staffs.

  14. 192.168 l l admin ip said: router login and password for your device at We will help you get into your router or other devices on your network.

  15. Jack said:

    This is very very informative and impressive. I must share this with others. I defiantly going to bookmark your blog for future updates. Carry on it. get rubber flooring online

  16. Ronny said:

    Your blog is really great and cool.your blog is really awesome and cool post.its really great and cool post.your way of working is really great and cool.

  17. stuart broad said:

    This article is very effective and valuable. I appreciate your written style. I hope you will soon share your next post about this discussion. Thanks for sharing and keep sharing.
    Stable electrical safety matting

  18. Jackson said:

    This is super cool blog. The way you have explained every minor thing is just amazing. Loving it. Garage storage racks for sale

  19. john vick said:

    This is really amazing and i can’t take my eyes off it. Thank’s for sharing this amazing information with us. I am loving it. Longspan racking at best quality

  20. Dwayne said:

    Very good article i read this article many time and every time i learned new thing here. I appreciate this post.Thanks and carry on it.To buy gym mats click this website

  21. Mike Jack said:

    This article is very important and wonderful. I am really impressed with your work. This blog is very informative and helpful for a lot of people. Thank you for sharing a great and cool post. Keep it up.
    Beautiful non slip for decking

  22. Henry said:

    Excellent article for everyone, I will definitely remember to bookmark your blog and will eventually come back from now on.
    buy product boxes UK

  23. Robert said:

    I am glad to read your blog.your way of working is really awesome and cool post.your blog is really awesome and good.I don’t have the same. Probably, it’s a matter of individual perception.Thanks for sharing the nice and cool post.
    Telescope for kids

  24. Jim said:

    This is the best thing that i got to know about. I have been looking for such a website from over an hour and really glad that i find one. epdm roofing kits uk

  25. Henry said:

    Great article, It was really good to work. I will definitely remember to bookmark your blog and will eventually come back from now on.
    Birmingham driving lesson UK

  26. Henrysmith said:

    Your Blog is really awesome and cool post.your blog is really great.your blog is really awesome and great.
    buy scrimmage vests

  27. Jhonsan Ravi said:

    I am a very good business man and i have very good business. We dont treat customer badly. Thank you very much for this post and carry on it. caster wheels

  28. johnsmith said:

    Thanks for sharing this interesting article related to mistreat your customer. I am glad to visit this website because i got a very useful information from this. All the blogs link which is given is very well. I surely visit here again to read them all. Keep sharing.
    xperience pakistan

  29. Denison said:

    This is really a quality information. I am really glad that i came here. Keep sharing more like this. best telescope for kids

  30. Stuart Broad said:

    I have read many blogs but this blog is very amazing and interesting. I hope you will soon share your next post about this discussion. Thanks for sharing and keep sharing.
    high quality trawing tray for frozen mea

  31. Omer said:

    That is my initially time i stop by here. I found so many interesting stuff in your blog specifically its discussion. you did a great job and i appreciate your effort which you did on it. Thanks for sharing and keep it up. 100% cotton bed sheets online

  32. Jhon said:

    What a great and interesting post. I like your writing skills and appreciate your working effort making on this post. Thanks a lot. Get phlebotomy walk in course online

  33. Umair said:

    This is a great little post with some valuable information. That’s very informative info shared with us. Thanks for this post. Nukta Trainings

  34. Steve said:

    I suggest you that kindly post some articles to attract visitors attention. These articles should be about medical topic. ViLifeCare

  35. Lewis said:

    We prefer the term “outdoor lighting” because a good lighting job will include more than landscape lighting. Most Portland landscape lighting companies will just highlight a few of your trees, but a well trained outdoor lighting designer will highlight not only the best aspects of your landscape and garden but may also include your architecture and the physical structures on your property like your deck, steps, arbor, pool, pergola, or gazebo.For more Outdoor Lighting
    Once you’ve seen how amazing it all can look when it’s been illuminated properly, you’ll see your living space in a whole new light!

  36. John said:

    You done certain good points there. I did a search on the subject and found nearly all persons will agree with your blog. a href=””>old gmail accounts from

  37. old gmail accounts said:

    You done certain good points there. I did a search on the subject and found nearly all persons will agree with your blog.

  38. evangelical outreach said:

  39. Smith Jhon said:

    Good post.I have seen all the posts of this blog and find all the posts very informative.Thanks for this informative post. lcd writing tablet kids

  40. Rogla said:

    I am absolutely taking pleasure in your publish and anticipate new posts. You shared such a informative things. Your blog is very informative and i appreciate your effort. Thanks for sharing this. Best Treats To Use for Dog Training
    Best Chew Toys for Lab Puppies
    Best Chew Toys for Lab

  41. Sharai Libas said:

    Good to see you here, good information for us, are you interest to abaya online shopping in pakistan with free shipping and cash on delivery

  42. Best E-liquid in 2020 said:

    That are definitely excellent. Many of these tiny details are made getting lot of background knowledge. I am interested in them plenty.

  43. lara said:

    Your blog is really great and cool post. its really great and cool post.its really great and cool post. its really great and cool post.
    Dubai City Tour

  44. Julian said:

    I read your excellent post. After reading this post, i really appreciate your effort and my request is to please share us more post in future. Keep it up. rubber roofing kits

  45. rivaan said:

    Thanks for writing great blog paver block moulds

  46. Pvaeshop said:

    I am totally enjoying your distribute and envision new posts. You shared such a useful things. Your blog is exceptionally instructive and I value your exertion. A debt of gratitude is in order for sharing this.

  47. Hadayat Online said:

    Nice sharing, Thanks for sharing this type of Infomative post, I search many time this type of article, are you interest to Hadith Sharif

Leave a Reply