I really think you have the right approach, its a good balance between the hard sell - which would certainly get me walking out the door and what I get at my LHS which is being completely ignored unless go to the counter to buy something.
Bob - if you ever read this (and I don't suspect you do) take note - I've spent enough in your store over the years to at least get acknowledged.
tomikawaTT wrote: Sounds to me that you've got the right approach. Since I model in a minority (of one, I'm beginning to think!) scale, there is very little of use to me in the stock of even the most fully equipped LHS. I appreciate being acknowledged, but I really don't want to know about all of the latest and greatest things I can't use. If I encounter the hard sell, I simply nod and walk out. In a shop like yours, I'll probably walk out with some Kadee #6 couplers or an under-track magnet. Even if I found absolutely nothing in your inventory, you would get a "thank you" as I left unless you were busy with a customer. Of course, there's one thing that throws a chock under the wheel of all but the most determined hard-seller. When asked, "What scale (or gauge) are you lookin' for?" I answer (truthfully) "1:80 scale, 16.5mm gauge." That usually gets a stunned look and a mumbled, "Well, let me know if you need anythin'." (In Japan, I'd simply load his arms with boxes, of my choice!) Chuck (HOj, 1:80 scale, 16.5mm gauge, Japanese prototype)
Sounds to me that you've got the right approach.
Since I model in a minority (of one, I'm beginning to think!) scale, there is very little of use to me in the stock of even the most fully equipped LHS. I appreciate being acknowledged, but I really don't want to know about all of the latest and greatest things I can't use.
If I encounter the hard sell, I simply nod and walk out. In a shop like yours, I'll probably walk out with some Kadee #6 couplers or an under-track magnet. Even if I found absolutely nothing in your inventory, you would get a "thank you" as I left unless you were busy with a customer.
Of course, there's one thing that throws a chock under the wheel of all but the most determined hard-seller. When asked, "What scale (or gauge) are you lookin' for?" I answer (truthfully) "1:80 scale, 16.5mm gauge." That usually gets a stunned look and a mumbled, "Well, let me know if you need anythin'."
(In Japan, I'd simply load his arms with boxes, of my choice!)
Chuck (HOj, 1:80 scale, 16.5mm gauge, Japanese prototype)
I once spent a week researching a particular Camcorder, with it being a very expensive purchase I wanted it to be right the first time. I went down to the retailer expecting battle with the feeding sharks smelling a fat commission.
I was handed the exact camera, asked if I had any questions, Fired off many specific questions and requests for other accessories also very specific. The sales lady stood up to my interrogation and I left a very happy customer.
Im not sure if I want to shop in Japan =) What's in it for our HO?
DrummingTrainfan wrote:I know most of the owners/managers of the LHS's I go to, so I normally go in, share some words and go on.The owner of the LHS I go to for engines and rolling stock is a very smart salesman; he always keeps track of what his customers buy (he has a very loyal clientelle) so that he always has the printout of the new stuff that will be coming out that he knows his customers will be interested in. Unfortunately he has throat cancer so his hours are spontanious .
That's too bad. I hope his prognosis is good.
When I walk into a hobby shop greet me and let me go about my business..I will usually spend more money that way.Twist my arm and the on-line shops will get my order for the items I was going to BUY in YOUR SHOP..
Larry
Conductor.
Summerset Ry.
"Stay Alert, Don't get hurt Safety First!"
Your doing the right thing. I hate it when they follow you around. It's best when they say Hello and then ask if you have any questions or if you need help finding anything.
OTM, I think there are a few customers like that everywhere no matter what store.
Most of the people I see coming to your place usually spends time swapping stories, catching up on that waited-for model (Is it in yet?) or going thru looking for that one item.
In Trucking, Ive seen shippers and recievers enjoy first class service from me and the wife team with very expensive loads that were "Problem loads" that we worked hard to deliver asap because some singles could not do it.
These customers were generally nice and very happy to see thier freight but once in a while you get one that does not acknowledge the existance of that truck, crew and paperwork. Just a grunt and a scribble of a pen and were done.
Oh well.
I do have a pet peeve at malls (Some place I dont go to much anymore) is being intercepted by a herd of sales people intent on grabbing me by the hand and dragging me past the high dollar stuff asking if I would like to buy, layaway, pay for, take home, try on, examine and otherwise be hounded.
The best stores I have seen are those such as yours that trade greetings, catch up on the latest and get browsing time. I do feel guilty at times for spending hours and not buying much but looking at the orders months in advance waiting on the factory with those pre-orders and limited runs.... it seems to balance out.
I only ran into one bad Hobby Shop in my life and that one whew... I walked in this one place on the east coast seeing it was a new hobby shop to explore. The greeting was a growl and a tirade about how crappy some people were. Obviously I was not the target, but I must have arrived at a particularly bad time.
I stayed all of 20 seconds. I aint going to be back =) and that was about 20 years ago.
I make it a point to walk to the counter (the trains section of the store is at the back, with its own counter) and I greet the owner/clerk. I tell them what I'm there for, after a brief exchange of pleasantries, and they invariably ask a quesition, check inventory lists, or take me to where the item is. After a few minutes, they leave me to my own devices, and I like it that way. More often than not, I will make at least one purchase, but many times I'll eventually thank them and leave without buying.
I like to be in charge of my shopping experience, and the smart retailers sense that.
AntonioFP45 wrote: I kept staring at the Zephyr controller on the layout, which of course was unplugged at the moment. I asked him if I could run the mallet that was parked on the siding. His quick answer "No, I don't want to run that one". I'm thinking: This guy wants to promote DCC? His customer skills stunk.
I kept staring at the Zephyr controller on the layout, which of course was unplugged at the moment. I asked him if I could run the mallet that was parked on the siding. His quick answer "No, I don't want to run that one". I'm thinking: This guy wants to promote DCC? His customer skills stunk.
HA HA HA HA HA!!!
I have dealt with people like that. All I want in a hobby shop is what I want, a decent price, and maybe a nod when I enter. Dont follow me, pester me, or ask me 20 questions unless I am drooling at the mouth looking for a 'HO-G-N scale Z gauge'....
Your doing the right thing, and it will show. Some people take thier jobs, preferences and hobbies WAY to seriously. Case in point...Charles Manson!
Good thread!
Basically if the guy or lady at the counter looks, smiles and says "Hi! If I can help you don't hesitate to let me know" then that for me is a good "PR" and chances are I'll visit again.
An incident I'd like to forget is when I visited a train show during 2004 in Sarasota Florida. I went to a DCC vendor's booth who had a small "demo" layout set up with a couple of locomotives. I told the gentleman that I was interested in the Digitrax Zephyr. Man! Right away he went off and started babbling about NCE like a used car salesman! He shoved an NCE controller in my hand and had me run a dcc equipped Athearn undec BB F7 (with a hanging headlight bulb in the cab). His comments: "Here! See? See how easy that is?! Try the lighting effects! Piece of cake!! Real easy!" My blood pressure was slowly going up as he spoke, but I decided to remain polite. I kept staring at the Zephyr controller on the layout, which of course was unplugged at the moment. I asked him if I could run the mallet that was parked on the siding. His quick answer "No, I don't want to run that one". I'm thinking: This guy wants to promote DCC? His customer skills stunk.
I was so dissappointed, because this vendor didn't realize that he and I had actually been e-mailing each other over the past month! I had been asking him dcc questions and his replies had been cordial....over the internet.
Anyway, I decided not to bother identifyng myself. I decided at that time to stick with Litchfield Station or Tony's Trains. His arm twisting, pushy attitude cost him a potentially loyal customer.
"I like my Pullman Standards & Budds in Stainless Steel flavors, thank you!"
TrainFreak409 wrote:...Now that I'm at Bose...It is totally different due to the nature of the store. I am no longer seen as the first time employee working happily for a little train store...I am the evil salesman waiting to take the customer's money. I'm ignored frequently, and even talked rudely to...
One-Track, let me share a little story about a train shop I visited in early 1983, in a business park in south Columbia, Maryland: I walked into the store - which was actually the retail area for a small factory - to have a look around. I saw lots of O-scale stuff but nothing in my scale. I wanted to ask the guy behind the counter if this was all they sold, but he was chatting casually with one of his buddies. I waited for him to pause, but he just kept right on yapping. I leaned against the counter, right in his line of vision so he'd know I was there --- but still, not even an acknowledgement of my presence. I was amazed that a shopkeeper could be so clueless about courtesy, let alone customer service. Finally I just stormed out of there, resolving to never do business with that company EVER!
The name of the company? Why, Mikes Train House of course!
-Ken in Maryland (B&O modeler, former CSX modeler)
Well I personally hate arm twisters. I usually walk in and greet the owner of my LHS and ask him anything new I just gotta have to break the ice. Then he goes through the list of things that have come in that I might be interested in. He doesn't try to sell it to me or force it on me just tells me about it. I like to know in a store that help is there if I need it but they don't need to hold my hand. I usually stand by the counter and talk with the fellow MR in the shop and I will step aside when somebody comes up to buy something or ask a question....Sounds like you got a great store and attitude...Keep it up...
i agree. arm-twisters are the type that you feel like turning around and walking out. Or being rude and telling them to make like a bird and fly away. Personally i like going into a train shop,have the owner or person in charge say" hello(or hi),how are you doing,if there is anything i can help you with just let me know?" then they walk away and you can look to your heart's content. if you need anything,you can ask them. When i leave without buying anything,i usually try to remember to say good-bye. as in turn they will say "thanks for looking. Come again."
bottem line is i think you are doing the right thing. by the way,where is your shop located?
stephen
Just think it could be worse.
Carey
Keep it between the Rails
Alabama Central Homepage
Nara member #128
NMRA &SER Life member
I'm in sales myself, except I sell Bose audio equipment, not trains. Used to sell trains...But not anymore...
When I worked at the train store...I would always acknowledge that someone walked in through the door. I was happily greet them, and then ask if they needed help with anything. Most people usually say "Just browsing/looking," it's a natural response. So I would always tell them that I would be available to answer any questions or help them get something.
Now that I'm at Bose...It is totally different due to the nature of the store. I am no longer seen as the first time employee working happily for a little train store...I am the evil salesman waiting to take the customer's money. I'm ignored frequently, and even talked rudely to. One time, my favorite example; someone was looking at a pair of speakers...All around them for connections and all, and I asked if he had any questions; he promptly told me, "Space! Give me space. I'm just looking," all the while making arm gestures around him as if he had an anti-assistance bubble that I couldn't see and had invaded.
It is my job to make sure everyone gets the help they need...And although I do feel that I didn't do my job when someone ignores me completely...It just can't be helped sometimes. I generally think..."Man, that was kind of rude...Good thing I was raised better than that."
And yes, you are doing the right thing by not hovering over the customer. As long as you offer your service and knowledge, you are doing no wrong.
Scott - Dispatcher, Norfolk Southern
I think you're right on. That's what I usually want--easily available if I have a question (since I'm a newbie I'll usually have several)--but sometimes I like to just browse. Maybe the guy who just walked out was another LHS owner who was scouting out your prices!!(HaHa)
I'd just keep doing what you're doing--seems like an even handed approach.
Jim
Hi fellow forum members, I'll try not to make this similar to a poll, but I would be curious to know your thoughts.
When I go into a store, say a used record shop or something, I like be acknowledged that I've walked into the store, and that if I have a question someone is available, but then I basically like to be left alone to browse. No arm-twisting, no hard selling, no suggestive selling, whatever you want to call it.
So when someone comes into my store, I say "Hi, howyadoin, let me know if I can help you find anything" and then they are on their own until they need me.
Do most of you guys like that approach in a model train shop?
Sometimes, like twice today, someone came in, I said "hi" and they walked around for quite awhile and then walked out without saying anything and that makes me feel like I didn't do my job. I don't want people to feel ignored, but I don't want to follow them around either.
What do you think? Thank-you for your thoughts.