Two-way Honesty in Business

A few weeks ago, I took my 9 year old to a store at the mall to buy some shoes.

He spotted a pair of sneakers that he really liked. The display sample didn't fit.

I requested a nearby sales rep for a bigger size. She went off to the back office & after a while, she bought a pair.

My son tried them on.

The sales rep and I stood there awaiting in suspense for the verdict.

He paused, looked up and nodded.

I asked him to walk around in them a bit.

He complied and nodded again.

"Cool. We'll take them", I told the rep.

Suddenly, my son yanked my hand and asked for my ear.

I bent down and he whispered "They're tight."

I was flabbergasted.

"Well, why didn't you say so before?"

"Because she had already gone to get another pair for me. She was staring at me when I was trying them on & I felt bad to ask her."

I explained how she'd be much happier if he left genuinely satisfied.

Thoughts:

1. Buyers aren't just laser-focused on product attributes. They are subconsciously self-aware of how they are/will be perceived upon the purchase.

2. In sales, two-way honesty is the basis of sustainable win-wins.

3. We could have bought those shoes online but that would have robbed me from the experience to take my kid to the store and share a precious memory.