Buyer's remorse

Posted by: Renee Martinez in MyBlog

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Renee Martinez

Normally, I'm a confident shopper. I see what I like and have no problem buying it if it fits my needs and budget. I have a weakness for accessories. Can't get enough shoes. Love jewelry (of course!) and since I wear glasses, I'm all over a fabulous pair for every occasion. I seldom buy something and feel badly that I did. 

Until last week.

A few weeks ago, I went to get a pair of my son's glasses repaired at a nearby optical store I frequent. I fell in love with an amazing pair of Judith Leiber sunglasses. They were gorgeous and they fit my face to boot. The price tag, wasn't exactly as exciting. 

The salesperson, who've I've befriended since my recent 3 new pairs of prescription glasses I've purchased, encouraged me to put a few dollars down and save them. This was the only pair left. The downside: the price was 4 figures. However, since I've purchased so much this year, they awarded me a special discount that reduced the price by $300 dollars. What a deal! So I caved and put a few dollars down. 

I kind of forgot about it, then I had to pick up my repair and so I thought I'd grab my new shades too. 

They looked amazing. I left the story with a bounce in my step. Then I remembered why I've never purchased fancy sunglasses before. Normally, $20 is my limit. I sit on them or I find a child ripping them off my face or twisting them. Since I wear contacts when it's sunny, I don't need a prescription so I use them different than my real glasses. Basically, they're not practical for me and despite my love for luxury, I do try to remain practical. 

I felt incredible buyer's remorse. I had an enormous pit in my stomach. It was not a purchase I should have made. So after 30 minutes of contemplation and a latte, I went back to the store with my tail between my legs - feeling foolish. I returned them. My saleslady friend was surprised and tried to convince me otherwise, which actually made my decision easier. 

What I learned from this experience is something I had already known, but forgotten. As a salesperson, you really need to be in touch with your clients, their lifestyle, their needs and don't push your desire for success onto your customers by pushing them into purchases they really might regret. Be conscious of the people you serve. 

In the end, it worked out fine. They reimbursed me. I felt better and will return in the future. I have no regrets. 

 

 

Comments (3)Add Comment
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written by Ralf Kircher, August 02, 2010
Interesting story, Renee. It definitely brings up some retailer ethics questions. It makes me wonder how our readers' stores deal with customers who have buyer's remorse. Do they accept the returns (not custom or special-order pieces) with no questions, or do they encourage the customer to keep the item? Is it wrong to continue the sales pitch when someone with obvious buyer's remorse comes back? Maybe that person is just looking for one more reason to tip the scales in order to keep the item? Or maybe that person was like you, and the scales were tipped when you felt pressured?
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written by Joanne Wright, August 04, 2010
Here's another view from an equally practical woman jeweler who wears contacts and eschews expensive sunglasses. Last week I was the guest of a client at a high-end fashion show benefit at Seattle's waterfront. The weather was remarkably sunny, the sailboats were out, and it was just one of those days when we remember why we love this city. You know where I'm going with this: I had on the right dress, the right shoes, of course the right jewelry. I wished for finer sunglasses. Details tell a great deal about a person. They show our taste, and speak volumes to prospective clients who are gauging the quality of our style and advice. I am now seeking that face-fitting pair, not so embellished as Leiber but not so plain as my sporty Maui Jims, and recognizable for their quality. Buyer's remorse cuts both ways. As I'm a buyer who needs a little encouragement to commit to larger purchases, I try to strike that same balance with my clients. How many times over the years have I heard, "I'm so glad I went with the larger or better (fill in blank)." I have also heard the opposite feedback, which I regret!
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written by Renee Martinez, August 09, 2010
Thanks for both of your comments. Joanne, you really made me think about the idea of buyer's remorse for NOT having purchased something. Impulse purchases are always a gamble. I'm glad I returned this item (funny, one of the reasons was that they had a little more bling on them then I'm used to), and i agree with you regarding how the details tell a great deal about a person...maybe soon I'll find the perfect pair!

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