The difference between "We don't offer this" and "We don't have it available, but..."

I picked up smoking recently after 4 years of active non-smoking. Reasons put aside, being back ‘in the game’ I seem to have forgotten most of the brands I used to buy back in the days.

I went to a local store the week before, and asked for a brand that I probably made up since I couldn’t remember the name. The cashier politely explained they “don’t offer this” so I had to leave empty-handed. On my way to work I came by another store, and I decided to try my luck again, being the kind of persistent person I am. Tried my best to explain what I was looking for and this time I received a different reply — “We don’t have this brand available, but I think we have something you might like.” I am pretty sure the cashier did not have a clue what I was on about, but nevertheless she offered to help. I ended up recognising the brand I was after. Although it looks quite different from what it used to 4 years ago, I decided to buy a few packets.

My point? Don’t turn down Customers just because you don’t understand their requirements. Always offer to help and be sure to mention any products which you might already have available. We, Customers (and that includes you), need to be educated and at times even pushed to the ‘right’ direction. It’s that simple.