This past weekend, a 7 week personal saga came to a close when I wrote out a check to purchase a new sofa (above).  

 

To some, this may sound like a non-event, but I am someone who finds purchasing furniture to be among life's most intimidating tasks.  Every insecurity that lurks in my subconscious surfaces when faced with 'taking on' the furniture sales guy or hitting the 'purchase' button online.

But, that all came to a rest this weekend when I met Helen at the local furniture store. 

 

Physically, Helen was a comfortable amalgamation of my mother, my favorite aunt, and my third grade teacher.  So, I was on my best behavior.  

Within seconds, though, I could feel that I was in the hands of a true sales professional who was going to lead me through this interaction....I was able to relax.  

 

In 43 minutes, Helen brought to an end my 7 weeks of frustration and confusion.  As I walked out of the store with my receipt and delivery confirmation sheet in hand, I was very much aware of how well Helen led me through this process.

Throughout the day, I thought about the way in which she managed our exchange and I was able break it down into the following key things she did that resulted not only the sale, but in creating one of those 'moment of truth' experiences that create customers for life.

1.  She approached me respectfully and carefully
Her open ended questions made me feel as though she was interested in learning about what problem a sofa purchase would solve for me. No false niceties or meaningless chatter to fill the silence. 
 
2. She made it personal
Because she listened carefully to what I said and didn't say , she picked up on all of the information I shared to shift the conversation completely into my world - less about a sofa, and more about my family, my home, and me. 

3. She paid attention to me  
Without fail, she was able to read my body language and reactions to each sofa she showed me until the reaction was one that told her I'd found the one I wanted.

4. She validated what she heard from me
Before closing the deal, she suggested I snap the above picture with my phone and send it to my key stakeholders (my daughters who head up the home-décor committee), whom I told her were vital to my decision.

5.  She stayed with me post sale
The deal was closed, but she continued to honor me post sale with respect, consideration, and time by walking me to my car and telling me why my choice was a good one.


Helen is a true leader in her profession -
a sales professional in the every sense of the word.