A lot has happened over the last 20 years. There has been a technological revolution. The most obvious are the smartphone and the internet. But some are less obvious:

• Human Genome Project
• Bluetooth
• Curiosity, the Mars Rover
• Electric Cars
• 3D Printing
• Multi-use Rockets
• And much more…

When we sold our house, we sold everything including furniture, appliances, and technology like webcams, audio gear, and more! There are two main reasons. First, moving most of it down here would cost over $10,000. Second, we are downsizing so things like my speakers, office desk set-up, and most of the furniture were too big for our new space.

Everything has new technology. Washing machines don't have agitators (I guess they are less angry now), fridges have Bluetooth (who talks to it?), and mattresses have memory foam (I am not sure I want my mattress to remember what I do while sleeping).

I have a lot to learn. and I am asking local friends and acquaintances for recommendations.

In Who's Best Interest?

I know I can go online and research everything, but there is an even better way… talk with a human being. I know, I have to get in my car and drive to places. There is a high chance that I will meet a commissioned salesperson who will drive me in a direction that benefits them more than me.

Just getting a new mortgage on our house was an episode just like that. I was directed to a specific mortgage company by our builder. We needed to have the loan in progress to execute the contract. So I listened and started the process. At first, the original person I spoke with was driving me towards a 30-year mortgage. I did not want that since I plan to pay off the house in 10 years. Also, mortgages are front-loaded with interest. It would have cost me $40,000 more in interest than a 15-year or 10-year loan.

Then in the middle of the process, the original guy was replaced, and the new guy was pushing for a 30-year loan. Normally rates on shorter terms are better, but, his were the same and with points (upfront cash to get that rate). I called my realtor and went back to her original recommendation (Dan). He took the time to call me from the golf course on a holiday weekend. AND… he got us the 15-year at a much lower rate, saving us all that upfront interest!

I know that sales (discounts) are driven by overpricing something and then slashing the price to a ridiculous level (50% with no payments for 10 years). Really? I don't want the best deal. I want the best fit for me and my family at the best value. You get that through education and relationships.

That is even more true in B2b decisions.

Fire Works

It's the 4th of July weekend, and everyone is having a sale so it's a good time to shop. At the same time, a sale means that your perceived savings is the driving force, not the quality of what's best for you. I had three things to start out on. A mattress, a fridge, and a washer and dryer. So armed with some research, recommendations, and a wish list from the boss (Kim), I hit the road.

Just about every strip mall has a mattress store. When you walk in you are overwhelmed with features. There is memory foam, adjustable bases, and dozens of brands that we all know. The only thing that matters is, do our old bodies feel better when we wake up than when we lay down.

I saw a company called The Original Mattress Factory, so I went there to learn more about mattresses. The salesperson (Melanie) took me into the factory to watch some being built. Then they had a display that showed the old school technology of how the box spring is constricted, the springs inside the mattresses, and what materials go into theirs versus the competition. Their springs go all the way to the edges (major brands don't to save money). They use cotton which is more expensive than polyfoam and more.

I was surprised when we went to the sales desk. They are not on commission, she gave me the two best options, and their price was less than 1/2 of what the stip mall stores would charge. The only thing left to do is get the boss there to try them out!

Communication (My Pet Peeve)

If I am going to visit in person, I expect personal attention, and I am relying on the sales persons' expertise and feedback

The first store I went to was a local appliance retailer. The store was small and had limited options. I was greeted by a salesperson and told him I was doing research. That told him he was not getting out my credit card today. He pointed me in the direction of the floor models and said we can get them delivered in two months. He did not explain anything and promptly went back to his desk to make calls.

The second store I went to was Lowes. There was one salesperson, and I could find what I was looking for on my own. He was taking his sweet time talking with a lady. I wandered around to look at some models I was interested in. When he FINALLY stopped talking politics with her, he showed me some washer and dryer sets and said these are popular (with little to no context as to why). Then he looked up stock and said we can get them all delivered by the time we close.

Last I went to Home Depot. That's where Linda approached me. She immediately took me by some good options, but it was her explanation about new washer technology that made me feel like I finally got what I was looking for… an education. Old people believe that you need an agitator to get clothes clean, but new technology makes agitator-less versions better and more efficient. That's why they offer removable agitator models.

I had a problem with the LG Brand (heard bad things in the past). She assured me that the models we're looking at were at the top of consumer reports (showed me the ratings) and told me that since they have been made in Tennesee, the quality has greatly improved (I later confirmed that online).

Final Thoughts

We have not purchased anything yet, but we have to soon. Our closing date (which we were told was September/October) is now set for August 16th! Luckily, almost everything we looked at and want has no supply chain issues and 6 weeks is enough lead time.

The major point I wanted to convey is that quality customer service still matters. If you are selling B2b, it's all about relationships, experience, knowledge, empathy, and communication.

I can and want to strive to be like Dan, Melanie, and Linda. They understood that information and education are golden and spent the time to explain the hows, whys, and what-ifs of new technological advances for our new home!

“Sometimes what is in front of you and what you are seeing isn’t really so. It can, in fact, be quite deceptive.”
― Ella Frank

I would love to hear your thoughts on discounts versus value. Have you ever been a victim of bait and switch or deceptive pricing? How does and could this relate to you B2b vendors or even your own sales organizations? Tell me about your challenges or successes!

Comment below and share your thoughts, ideas, or questions about a deal and your search for value and truth.

To learn more about this and other topics on B2b Sales & Marketing, visit our podcast website at The Bacon Podcast.