Open Letter to Retailers

Just venting some frustration.

My current (moving down the road to former) retailer of preference has decided not to answer a handful of e-mails dating back to end of October. Still patiently looking for a credit for some items that were misrepresented when announced that the retailer agreed I could return, plus one other order matter. I am no means difficult to deal with. I'm a very patient guy. I'm in sales myself, I know what they go through.

Some random thoughts to retailers...

1. I have something you want - money.
2. You have something I want - trains.

Let's pause a moment and think about that. I have many options to get trains. You have one option to get my money. We shouldn't have to continue on down this list at this point.

3. If I happen into your store. Give me your best price upfront. Don't make me do a secret handshake standing on one foot to pretend I'm your friend to get a few more % points off. I have enough friends, I'm full in that department. See #1.
4. If you have an e-mail address or two, I expect you to reply within a week. Not asking much here. Same day would be great, but for me not expected.
5a. If you have an answering machine. Listen to your messages. Call back same day.
5b. If you don't have an answering machine, please reply to e-mails in a timely manner. See #4.
6. I don't expect you to stock everything. If I'm patient enought to wait for you to order it in, don't expect me to overpay for you to get said item in. Ever hear of the internet? I'll go find it myself, cheaper.
7. If running a store is too difficult for you, sell. Get out of the business.

That's enough for now. Feel free to add your expectations and wants in a retailer/e-tailer.

 

Perhaps from another perspective. The employee's and employer's perspective.

1. The employee is there to sell, sell, sell. He's not there to shoot the bull, stand around on one foot and pretend he's a friend but to sell you something you don't want or think you don't want. If he or she makes a friend that would be a bonus, if it happens.

2. The only way the store can make a profit and pay salaries is if indeed he or she scores and makes a substantial sale. If all you are there for is to buy a five and dime part, don't expect him or her to give more time then it takes to find the part.

3. The customer is to be treated as though he's right even if he or she seldom is. Just make them think they are and turn that into a positive sale.

4. Return Policies must be displayed in at least four different locations. Store credit only, must be stated on the return policy.

5. Discounts are not to be given with exceptions of as authorized by the owner of the store. In which case the discount maybe the employee's raise or bonus.

6. It's fun to work in a hobby shop but the work of an employee is serious.

7. It's up to the employee's to keep the store clean. A dirty, dusty or smoke filled hobby shop will put off customers.

8. If you came by to eat lunch and shoot the breeze...there's a park down the street. Don't stink up my hobby shop and leave your sticky finger prints all over my display cases. I might add here that if you are allowed into the brake room to eat your lunch...then bring enough for everybody.

9. If allowed to use the restroom then by all means wash your hands. Your fingers don't need to be spreading H1N1 or any other carrier types of diseases and planting them on my furniture. Practice good hygiene at all times...and wipe your butt.

10. Finally, let the employees or owner know what your interest are. A good hobby shop is one that knows it's repeat customers and will do what it can to search, secure and provide items of particular interest.

That should stir the pot a little!

 

Simple enough. I agree on all points except #3.

Lets be honest, hobby retailers don't bathe in cash. As a sales person yourself (and myself part-time) you know the more dollar value the sale has the better benefits you'll receive. Offering my lowest price upfront is just foolish. A secret hand shake is far fetched, yes, but asking for a simple price match shouldn't be ill received. I view honoring the price match as a way of rewarding the consumer for doing their research. Those who have not taken the time to check competitor prices can pay the full price. Then, if the salesperson still refuses a price match... see #1.

 

If ya got what I want at a reasonable price, I'll buy. If not, I won't! I won't grovel. I won't beg. I will be treated with respect. That's all!

 

As a retired person, every cent counts for me. If I can find a better price, including adding shipping and any taxes/duty, I'll take advantage. It is the responsible and mature thing to do.

Purchasing from a LHS, for me, has been a pleasant way to shop, but it has been more costly. No matter what you may want to believe, it costs you about $3.00 to start your vehicle and drive it to the end of your driveway, and back, and then shut it down. If you actually drive to any store, now you are adding fuel and further maintenance, AND replacement costs (you will replace your vehicle, won't you...at some point?). So, if I do drive to an LHS and pay what he insists is his best price, I have to factor in the various costs associated with my getting there, and then returning home. It adds about what shipping would be typically, with variance.

Yet, I know for a fact that I can always find the item for about 20-40% less at an e-tailer. I must add shipping and other costs, but not the wear and tear, insurance cost/miles driven, replacement, etc. on my vehicle.

I will say, once more, that a pleasant interlude at a friendly, helpful, LHS is a great experience. I purchased my first and fifth engines from the fellow. The first was my BLI Hudson, and I am embarrassed to tell you how much he charged me as a walk-in the first time. The next engine was a P2K SW8 with sound that I purchased only because he was closing his business and offered me a good deal.

Money talks!

 

I won't rehash what already has been discussed. However I will say that I have benefitted significantly from my LHS owner over the past 15-20 years. He is an accomplished model builder and scenery artist, and has shown me untold number of tricks as I blunder my way into scenery. Yes, he charges list, but that's a small price to pay for his friendly expertise.

 

I have found that one of the shops I goto I found that I will never special order through them, for I was gouged. I am also a repeat customer by many times. I find that the instock items are far cheaper as well then most MSRP's. So if I want to special order I goto the net, anything else I take my chances of it being in stock. My 2 cents.

 

I believe that the main message here is dealing with the customer. Not answering a customer's e-mails or voice mail is very bad commercial practice in general.

In this time of global commerce, via the Internet, any business person should be acutely aware that any customer in the store is a precious commodity, and should be treated with a minimum of respect - which includes answering any sort of communication on the part of the customer, even if it is just to say no. Pricing of merchandise is up to store policy. But customer service is a universal principle.

How I get treated in any store determines if I become a repeat customer. And if I send more business their way.

 

Very very true!!!

 

To the LHS in my area

I'll add that if you've had something sitting on your shelf for 10 years, it's usually not a good indication that you need to reprice it and sell it for more. And if you do, maybe you should remove the old price sticker that says $15.00 before you put on a new one that says $30.00.

Of the eight or so LHS I visit, only two have reasonable prices. Still higher than internet, but I'm willing to pay a little extra sometimes.

I'd also like to add that when it comes to buying anything expensive, the State of Washington has priced you completely out of competing with out of state internet shops. (But I'm sure you are aware of that.)

 

Rick, I have to take issue with a couple of things you wrote. This is from the perspective of a small store co-owner and an employee at a small retail/coffee store.

If a salesman sells me something, or tries to sell me something, I don't want, I will NEVER go back to them. I think its is dishonest and shows the character of the establishment. As to standing around shooting the bull, a good salesman would call that rapport building. That is also how you find out what the needs of the customer are.

I would never ignore a sale regardless of the amount. I want every customer to leave the store knowing that they got the absolute best service they could have. As a customer, if I am treated well during a small sale, I am more inclined to make larger purchases from the same establishment.

If a customer is wrong, there are ways to tell them that, tactfully. Again, as a customer, if you try to "make" me think anything, you'll never see me again.

Why store credit only? Are you not that confident in your store and product to back it up with a money back guarantee? (Of course that's only purchases that can be verified)

If an owner gives a discount and takes the lost profit from the salesman, I'd look for another job. I agree though that the owner/manager should be the only one allowed to give added discounts.

You are right. It is up to the employees to keep the store clean and presentable. This includes cleaning on a regular basis throughout the day if need be. Its your job and thats part of your pay. If there is a problem with food and drink in the store, don't allow it in the store. I don't think that's unreasonable for a hobby shop. As a policy, I wouldn't allow a non employee into the back of the store. There are liability issues there and it doesn't look good to other customer in the store.

If you lived by your first nine rules, I would be surprised if anyone would tell you anything let alone be a repeat customer. Consider your pot stirred.

Eric

 

Other than things everyone needs, like track and Kadee couplers, my LHS doesn't often have what I want in stock. Of course, that's because I've already bought all of those things. On the other hand, he will order anything, and give me a good price on it as well. I've gotten used to thumbing through the Walthers flyers every month and sending an e-mail off to the shop. I usually get a reply later that day, and at that point I know that my trains have been ordered. When they come in, I show up at the store with cash, not plastic. The thin profit margin of any small business is hurt by credit card fees, so this is one way all of us can help our LHS without adding a cent to our own costs. (Besides, the wife doesn't see it on the credit card bill.)

My LHS owner does know my preferences, and will point out new items in stock that I might be interested in. He's usually right about that, too.

 

Until the summer of 08, there were two stores within 90 minutes highway driving, with one just up the road about 40 minutes. Two years ago I placed an order for an Atlas two-pack coal hoppers for the N&W. The announcement of shipping came from Atlas, weeks went by, and I phoned. Didn't know where the order was, but I was told they would inquire and get back to me later the next week. No phone call...ever.

Last summer, another opportunity came. I placed an order. Two weeks later, I called to confirm the order had been sent to the distributer. No record. Told the 'gal who does the ordering is not in, but if you leave your number....", so I did. Two weeks, phoned, told the "gal who does the ordering..." at which point I said goodbye.

Had I walked into the place in person, waving $20 bills and saying my wife had okayed me a big shopping spree, they would have been rubbing up against me like hungry cats.

Baah!! I have never, ever, missed an internet order.

 

Here's an idea for a certain N-scale only e-tailer: Actually LISTING a phone number!!

I recently made a purchase that had an item on back order. The e-tailer had to receive that product before sending out the rest of the shipment. A couple of weeks went by after ordering that I finally got an email concerning the back order. If I had wanted to contact them (the products weren't needed immediately) the only way I could find to contact them was by e-mail. Let's get real here. If you are shipping from an actual address, you (and I would guess others) are working at that same location. Having a phone number seems like a reasonable request. And put that number on your website so your customers, and prospective customers, can contact you easier if questions arise.

I have since received my items in the mail, but I will think really hard next time if I want to purchase from that e-tailer. Stress, or lack thereof, in a sale is a commodity also.

 

You forget to mention hours.

There are a number of mom-n-pop stores that keep what used to be called banker's hours. 'cept banks stay open later now. 10-5 and closed Sundays is not retail hours.

I understand wanting some time with the family. Really, I do. But I work rotating shifts. Days I get off early, you're closed by the time I get there. Days I go in late, you're not open until after I have to leave for work.

I work Saturdays, too! Where I work, we open at 7 AM, and close at 7 PM. And we're open 7 days a week. Why? Because that's when the people with jobs - the people with money - need us to be open. Until the economy slowed down and a few people had to be laid off, we were open until 9 PM! And we will be again, I'm sure, once things pick up.

I can buy 24 hours a day online.

How much business is there on a weekday at 11:00? Compare the parking lot at the mall at 11 and again at 7. Notice anything? Why not open later and stay open later a couple days a week?

 

This is a productive thread and will remain so unless people start taking swipes at a particular LHS or on line e-tailer.

My two cent contribution is that I am in New York and use a retailer in California. Do I pay a bit more? Yes. Is it worth it for the service and advice? Yes.

If we go on price alone, every LHS with few exceptions, would close its doors.

 

Eric,

Nicely stirred and without making it frothy. LOL

I had to live by those first nine rules in one retail shop I worked in. They are realistic rules of operation and keep in mind that is from the store owners perspective. In a hobby shop I worked at we recognized the necessity to make sales happen. It was our goal to assist and help the customers and to be sure we found or provided what they wanted or needed. It was also our job to introduce new products and discuss the benefits of purchasing said items. If the customer didn't show an interest we would move on. The objective was to sell, to move the dust collectors off the shelves and in some cases talk a customer into (I know you won't appreciate my saying so but) something he didn't need. Do we really need...toy trains? These aren't unreal expectations of a sales person. As to the fence sitters who never bought anything, or were operating a scam. You can meet some of these problem customers with security rules in place. We did have our share of problem customers that came along whose need was to get a model railroad fix, only. It was difficult to deal with these types as they would typically threaten to never come back. We knew they'd be back and they were. Our greatest concern was when a yackity yack took a sales persons time and attention away from a cash customer. You can't anticipate or make up rules for every situation in advance but if you keep the first nine in mind you can keep things moving.

Courtesy to the customer is always the best rule of thumb. However, we had problems with those who wanted to shoot the breeze and take up our time. Seldom was a sale made and that was infuriating to all of us. I heard one of our sales persons say to the most offensive of those types that he didn't really have time to get slap happy with him and unless he was going to buy something it was time to leave. Not sure I would take it that far but it worked. He bought a number of RC Airplanes and the final sale totaled out at $300.00 plus. Not a big sale but it did pay for the sales persons time.

I remember hearing complaints from one particular model rail, who always railed on the staff, about not giving him the time of day. Truth was he ended up talking to most of us and we each shared the latest product news. We kept track of our customers purchases and their interest. I pulled the slip and noted he hadn't purchased anything in the last two years. I took it to the store manager and owner. They both looked at it and I can't repeat here what they said. The owner went out and talked to him and asked him if what we had recorded was true. To our amazement he got busy and made a purchase.

As a customer I like to go into the hobby shop and look at what's available. Leave and come back and visit the item I want. Eventually buying it. Now in a busy hobby shop where stuff moves you want to purchase the item when you see it. It's not likely to be their on the second visit. Snooze you loose.

The points... I was trying to make are realistic in that it isn't fair for you the customer to go into a place and treat it as a picnic ground, or take up the time of the sales persons when you aren't willing to pay for it.

Courtesy ranks high in most LHS's and you can expect that. A experienced sales person can smell when they have a non buying customer and they will spin you off. Most likely moving to another customer, that is in a buying mood and you should expect that. If you the customer wants their undivided attention you need to pay for it by purchasing something. Buy, Buy, Buy! Tell them what you are interested in first thing and ask them to help you find it. If they don't have the item and you aren't interested in anything else, they might want to show you...then relax. Express to the sales person you'd just like to browse. Take time to check out the store but don't take up the sales persons time just to get your model railroad fix. He or she has work to do.

When you are ready to buy something...say so..."I'd like to look at...I'm considering buying it".

Recently, I took a trip to visit a number of hobby shops in the greater southern Cal., area. I was at the end of month and I still had debts to pay...so I wasn't buying. Arnie, might remember our visit. I walked in introduced myself, Arnie introduced himself (and his real name isn't Arnie) I stated I wasn't here to buy anything but then introduced the other two model rail nuts and said they are. Fairest thing I know to do. The sales clerks took to the two fella's showing them the store and assisting with finding the goodies they were looking for. Arnie out of courtesy, did take time to get acquainted and visit with me. Greatly appreciated. I'd recommend you stop in there any old time...but have a full wallet. It would of been helpful to me...that day. Do you get my drift here?

Is that better?cute: