To me the term ‘salesperson’ in our industry is inaccurate. If we are doing our job correctly, we are not ‘selling’ – we are acting as guides or chaperons on your journey.
There are so many variables in what we do, and not all of them revolve around the equipment itself. To us performance and reliability are paramount, and it is very easy for us to assume that it is the same for our clients. However, there are a multitude of factors other than performance that will have an influence on your final decision.
For example – Design is right up there (how does it look). Size: will it fit into or suit the space where it will be situated. Operation: is it easy to use, and this varies depending on our client’s grasp of technology. Application: do you actively listen to your music, or will it simply melt into the background as you go about your day. Source material: do you have large vinyl or CD collections. Budget: the one variable that governs us all. Location: will the system be restricted to one room, or accessible throughout the house. All these factors and others, plus performance, will be considered to varying degrees when the final decision to purchase any equipment is made.
Even after asking all the right questions, we can still never know for sure which of these factors is paramount in your mind, and what their hierarchy of importance is. Our job is, with the available knowledge we have, to guide you on this journey, and it is a journey well worth taking.
The fruits of this process were obvious in a letter we recently received from one of our clients, reproduced here in full.
“Hi Scott and Tim,
A few months ago, I walked into your store, not knowing what to expect, other than just to have a peek at what brands and components you had on display. Being on a journey of discovery and seeking the best possible system design has been a long, but extremely enjoyable experience. You might have gathered that I take a wide, pragmatic, yet meticulous approach to all elements of design, seeking that complete, integrated, and cohesive reproduction of audio nirvana.
On that day Scott went out of his way to make the experience memorable. It helped shape my view on expectations at a different level, challenging my thinking to what a no-compromise system would look like.
To satisfy my due diligence I evaluated several other components in comparative price ranges, but realised that not only am I investing in a system design or specific brands, but also the service and care from an audio retailer.
After many hours, days, and weeks of research, evaluating the positives and negatives of various combinations, I felt extremely confident in the design and what it would deliver. Len Wallis was without a doubt my first choice, not only because of the brands you represent, but for your customer service and overall experience you create. This was without a doubt the standout for me.
So, it was with great anticipation that I received the equipment yesterday. After a few hours of careful installation, connecting and testing, I can truly say that everything worked out 100% according to the design, and more importantly surpassed the audio experience that I envisaged. To say that the equipment is transformative, is an understatement.
As much as I would like to take full credit for my planning and design, I owe it to both of you for your support and communication along the way.
Please accept my heartfelt thanks for helping to make this dream a reality. As an audiophile’s journey is never-ending, I look forward to popping into your store again very soon.”
This was a substantial system, comprising of Sonus Faber Olympia Nova speakers and McIntosh pre-amp and mono-block power amplifiers. We spent a considerable amount of time with the client, recommending and demonstrating various components. The client also did a substantial amount of research into those, and other, components. During the process our role was to act as a guide.
Our primary task is to make suggestions and recommendations, based on the information that we have been given. Ultimately the final decision will be yours, based on those recommendations and on the variables mentioned earlier.
Thankfully we are well placed to offer the suggestions needed to help you on your way.
- Experience: We have hundreds of years of collective experience, and the knowledge that comes with that.
- Individual expertise: Not all our staff are 100% knowledgeable on every aspect of our industry. While I can help with a 2-channel system, if you are looking for a bespoke theatre design, we have staff more qualified on that subject than me.
- Product: We have access to the very best brands and have selected those that we believe are best suited to the needs of our clients.
- Facilities: We can demonstrate equipment in an environment that approximates your listening environment – properly set up, and free of showroom noise.
We will not apply any sales pressure. We will simply make (informed) suggestions and demonstrate why we believe those suggestions are valid.
The rest is up to you!!
Regards,
Len Wallis
