This was kind of funny actually as the other day when I bought that drain clog remover from home depot I went to the checkout which happened to be one of those selves serve options. As I scanned the item the price seemed right and the next screen was it asked how many bags you want. I assumed the next step would be to ask for your payment and so I grabbed my wallet to get my card. When I did this, one of the store employees immediately just said to me they don’t reimburse parking. I was confused and asked what that had to do with my order? She then again said they don’t reimburse for parking. I then said how I am not driving so I am unsure why she is saying that. She then gets confused and realizes I am not trying to look for a parking ticket from my wallet and she self clicks the screen to go to the payment.
That’s an example too on how for a business you shouldn’t just assume what a customer needs as you need to pay attention and ask the appropriate questions if needed. Granted it can get redundant to ask everyone the same questions when most people want the exact same thing. But like in this case the person clearly wasn’t actively listening to what I even said as she was wired to believe I drove there and was looking for reimbursement.
That kind of thing can actually cause customers to leave the sale depending on the situation too. Completely avoidable of course. It’s like a bad doctor just assuming what the patient needs based on the common walk ins. Not a good way to approach things when it comes to people that your business relies on.