Nobody cares or knows how to make a sale anymore?

Today I went to three shops looking to buy riding boots.
First shop didn't have my size, but offered something I didn't like instead of offering to get them in my size.
Second shop flat out ignored me.
In the third shop I was greeted walking in the door. As I was walking out, the owner was by the door, and even though he saw me trying a few pairs, he never bother to ask any questions or offer any assistance.
I'm nothing special and don't to be treated like royalty, but if I owned a store, or any business for that matter, I'll be damn if I don't try harder to provide good customer service and keep you coming back.

Being ignored didn't bother me, this is not even a rant, simply an observation.
I try to support the local shops and economy, but with this kind of customer service, not to mention the lower (in general) prices online, no wonder so many mom and shop places go out business. And then they bitch about buyers not supporting them with their purchases.
What gives?

 

Stay out of those Harley shops would be my advice.

 

Same here in my town with all the Japanese bike dealers. Now the BMW Ducati dealership is top notch and knows how to treat customers. That is one thing that'll entice me back to a euro bike.

 

It could be that most people who walk in already have it in their mind what they want rather than to be sold something. I'm that way, I go in because I need parts, not because I have money to burn. The staff at the place I sometimes go to for stuff have always been helpful, but not coddling or trying to push a sale. It felt about right to me.

 

Seems this issue is experienced world wide....

One would expect the dealers to be more helpful in these trying economic times, but it seems that they are doing well enough or just don't give a crap....

 

Tend to agree with this although at least my local Honda dealer has a well trained, polite and really helpful team of staff. By comparison the nearby Suzuki dealership is rammed full of stock but all too often the staff seem to hide out of sight, and you get a frosty response if you interrupt their online gaming session to get assistance. Hey Ho. I bet I know which dealer will still be here in five years time.

 

Folks at the local Cycle Gears have always been helpful.

 

Customer service is as dead as disco. Thought the great recession would have brought customer service back but it is still as dead as ever.

 

I agree but the only thing they seem to be offering much of in stock lately is their Bilt or Sedici lines. But in their defense, they do offer to special order you stuff if they don't have it in stock. This does create a conundrum, as one of the main reasons I like to shop local is so I can try on the gear and make sure it fits. If there is nothing to try on, might as well order online and get the discount and no sales tax too (for out of state purchases). Most online stores, Revzilla, Sportbike Track Gear, Competition Accessories, etc, all have free shipping if ordering over a certain amount, in most cases boots would definitely make the free shipping minimum.

 

The difficulty is we live in an age of instant gratification. The sales people want it and yet to conduct business largely the old way- knowing how to say "I can special order it for you if you put a sizeable deposit down" isn't helpful in making a decision.

And the customer wants what he wants- and the dealer gets frustrated because he doesn't know enough to intelligently comment.

We have this new diverse tool called the Internet and with it the ability to get the best answers out there from the people who care and just as often the reward goes to those who charge the least.

A smart dealer would get knowledgable on product and be savvy with regard to price.

When I sold retail sporting goods (admittedly pre-Internet) I knew product lines inside and out. I had reps bringing me prototypes and basing their product item pushes for sales managers at other shoppes based on my feedback.

I almost never ever lost a sale. I kept prices competitive and I knew my stuff.

So my advice to dealers: don't be arrogant or get offended by mention of price or info gleaned from a fan or review site. If you know your stuff you can really set people's minds at ease and easily close the sale. Always remind them if they have a problem they can always return to you for help.

There's a reason RevzillA is SO popular. Their site is jam packed with knowledge and they usually have very helpful people on he phones that understand customer service.


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...And their delivery time is AWESOME. Every time I've ordered from them, my stuff is either shipped that same day or the next morning. My last order (new pin-lock lenses) was placed at 3:24PM PST and I received a shipping notice via email 10:02PM PST. They shipped out of a Nevada warehouse, and I got them the next day! Considering they are based in Philadelphia, I found this to be quite impressive!

 

Or you could walk up and say something like, Can I get a hand with some boots? Maybe you should not have to but then it doesn't hurt does it. If the reception is still cool, say so as you walk out the door for the last time. My dealership treats me pretty good all around even though I sometimes buy things elsewhere and on line. I still do a lot of business with them and they help where they can. Right now I am having and issue with a brand new OEM front fender and the parts person told me in no uncertain terms, that if Honda does not step up, they will. Also, that new front fender was about 30% cheaper at the dealer than the cheapest I could find on line from a Canadian source. To buy from the US, pay the duties and taxes and the exchange rates and I was so far ahead shopping at the dealer in this instance, it was unreal.

BTW. When I am talking to my parts guy, there in person, he will not pick up the phone. Now that is service.

 

I agree with your frustration, and I myself share it. However, as a fine-dining waiter of 10 years I think I have some insight into the service industry that is relevant here.

Waiting tables sucks. I have to pander to dickheads that have a fractional knowledge of wine, spirits, and food compared to myself, and do my best to make them feel special. Some days I get great people that just want to have a good time, and these are the best guests. Other days it's just my job. Quite often, however, I will get a deluge of insulting, groundlessly patronizing asses that I have to smile to while simultaneously dealing with a Chef that acts like a spoiled princess. You know what keeps me from telling everyone to piss off and walk out? The pay.

Now if I had to work a service job at which I made 10 bucks an hour at best, and out of desperation I was unable to say 'piss off' and walk out? I really, really, really...would not give a shit about my job. Most retail workers that bust ass and give great service are taking home a hefty percentage. Anywhere where this isn't the case? Well, I'm gonna guess the places you visited are among them. Shitty job + no reward for hard work = crap service.

 

I relate tyarosevich. As a waiter/bartender myself I truly understand it.

 

I have seen all of the above in Stores and agree with everyone. My local Bike shop has some good guys & sometimes, good Buys. If I come in off the bike I tend to get more attention vs walking in out the cage at a Typical Bike shop.

I will shop/ purchase locally but at the end of the day, whoever has the best price usually gets my $$ but not always- I got my 1st pair of Moto boots. (Great price /Icon super duty 4s)& my RF1100 locally. I do tend to look online for gear to research it and then go Try it on locally to ensure the correct fit. I have bought all my jackets online; got the last one on Closeout from Revzilla; it was a Steal.

Ride Red!

 

Are you a Sommeliere, too? I love listening to what they have to say.

I'm a business owner. In my industry, I'm a small fish in a really big fucking pond. I have managed to succeed (survive?) based on one thing only: Service. I only have a staff of 5, yet represent some of the companies around the country that ordinarily deal with my competitors who have hundreds, if not thousands of employees. And the only reason these companies deal with me? Service and integrity. I ain't tootin my own horn; it just a reality. Every phone call and e-mail is returned within the day. Every question that we don't have an answer to is acknowledged with something along the lines of "don't know, but I'm checking". And we check, and get back to the person.

I also learned a long time ago that a quick no is way better than a prolonged no.

To me, customer service is priority one. Its what I expect, as well as provide. I have plenty of patience and don't consider myself one of those assholes, but I don't care if I'm shopping for cars, looking for clothes, or buying a hamburger. If that establishment's service sucks, I won't ever patronize them again. There are always options. (Unless its the fuckin cable company! Damn I hate those people! lol).

 

Great answer. You can't possibly have all the answers to everything all the time. But you can always look, and if you can't find the answer, nothing wrong with telling the customer that too. I will appreciate that so long as there is and effort. Sometimes that effort can be a joint effort between customer and shop owner/employee.

 

Its the same with me and my company. I started doing small jobs out of my shop 25 years ago evening and weekends while I was working full time. After I got laid off again (freaking oil field fluctuations) I started working full time out of the shop. I always have treated the customers with respect and showed them what needs to be repaired or changed and what can be looked after at a later date. I would say 80% of my customers are women as I never talk down to them and will go out of my way to explain whats wrong. My business is word of mouth and I'm always busy because if you treat women (and men) with respect they tell all their friends and I end up getting even more business. I now look after the cars/trucks of my original customers kids and grand kids.

 

I have always respected women in the morning!

I get a lot of the service done on my truck at a local, rural garage that has been around this area for probably 75 years or so. They have even survived big two floods that I am aware of. They never advertise. They get their business by word of mouth. Now, their prices are not bad but not cheap either. One thing is, I do know they only fix what needs fixing and advise on things that should be watched and if it is not broke, then don't fix it. I wished the GM dealer that I have done some business with had a similar reputation. Hell, even the salesman there who I bought the truck off of brand new, said he would not get his truck worked on there. Now that is sad.

But back to the OP issue with the boots. Any new news on that? It was brought up here that someone will go into a store and try on some things to ensure a proper fit, then go and order on line for a cheaper price. I don't mean to offend, but then again, I don't care. A person who goes into a shop, tries on product that the shop has ordered, paid a person to stock, paid the bills to heat or AC the building and run lights. Make the mortgage payment or paid the rent, paid the business license and liability insurance and all that neat stuff. Utilities such as water and sewer in case you want to shit while there. Pay sales staff and janitors even. Commonly referred to as overhead. I think it is a bit of a kick in the balls to that shop if you use their facilities and stock, to fit yourself to buy from a competitor, never having the intent to buy from the shop. If you spend a lot of money in that shop otherwise, then maybe, just maybe, there is some justification, so long as they know what your intentions are.

My opinion whether you agree or not. Another one of those areas where I really don't care.

 

I am VERY impressed with the CG Sedici gear. Fits as well or better than the big brands for WAY less in some cases.

My localCG is usually well stocked and the staff are polite and helpful.

Jose