From The Detroit News | By Ken Calverley and Chuck Breidenstein
DETROIT, October 12, 2023 ~ Years ago, The Inside Guy attended a timeshare presentation.
The allure was real; accept a free, multiple night stay at a nice resort in exchange for spending a few hours listening to a presentation about the value of investing in the property.
The Guy went into the event making it clear he was not a buyer, but the representatives did a fantastic job of presenting the property and all the wonderful benefits that accrue from fractional ownership.
The appeal to purchase was strong and it was difficult to attempt to walk out as the discussion wrapped up.
What is memorable about the incident is that a particular sales counselor focused on us and, as we began to express our reluctance, they would ask for your indulgence while they talked with a manager.
A lengthy discussion then ensued after which it was clear they only had our best interests in mind and they made us a special; once in a lifetime, offer at a significantly reduced price.
The offer was contingent on making an immediate decision and was made in such a way as to appear perfectly legitimate and believable.
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When we declined, they made yet another offer on a slightly lesser property at a far lower price than we had been discussing; all we had to do was sign today to take full advantage.
It was our lucky day. It seems the property had “just become available” and certainly wouldn’t last long.
We finally exited without committing to something we knew we didn’t want from the beginning, but the taste of the experience hung with me for a very long time.
Those people were very good. I almost felt guilty for not buying.
One of the takeaways from such an experience is that it occurred on the seller’s home turf, and it was still difficult to leave.
They are very well scripted and understand the psychology of quid-pro-quo which tells us that when someone does something for us we feel obligated to return the favor even if it means buying something we don’t want, and fear of loss which suggests we don’t want to miss a great opportunity.
What happens when, in your own home, you are subjected to a similar presentation? You can’t leave your house to get away and you don’t want to physically have to remove the offending party.
There are countless stories of owners who went so far as to call the police to get such a person out of their home.
The housing industry has seen its share of such tactics stereotypically used by every niche from aluminum siding installers to window salespersons.
Using replacement window sales as an example, how should the legitimate company proceed with such an encounter?
A sales advisor should ask about your wants and needs and listen attentively. Why is it you want to buy? Are you just exploring the possibility or are you an urgent buyer?
They should discover your budget and explain the available product. A company should be able to provide a maximum window of time for the presentation and stick with it.
Pricing should be standardized and clear; this unit in this color with these features should cost “x” dollars installed, regardless of your ZIP code or the cost of the car in your driveway.
Process and outcomes should be clear and in writing. Will interior and exterior trims be provided? What types of materials will be used?
The warranty or guarantee supplied by the installing retailer should be written in easily understood terms and free of ambiguities.
Professional companies don’t want to “sell” you so much as they want to provide a value solution to an issue you have encountered. They represent a product and process they are truly vested in and believe in.
If a good company commits to investing in a site visit, your obligation is to be honest, forthright, and there at the appointed time.
Upgrading your home should be a largely pleasurable experience. Make sure you are doing it with professionals like those you can find every day at InsideOutsideGuys.com.
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For housing advice and more, listen to “The Inside Outside Guys” every Saturday and Sunday on 760 WJR from 10 a.m. to noon, or contact them at InsideOutsideGuys.com.
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