jimmy

I sharpened my first pair on Monday. They came out very nice. Customer picked them up today so I'll see what he has to say. They have an unbelievable mirror finish. When I tried to take a pic to post here, you could see my camera reflection and my face in the pic. They sharpened fine, didn't seem to have much shavings/curls that needed to be honed, but I honed them with a 220grit followed by a diamond hone and it didn't mar the finish at all.

I have a big order of the Velocity steel coming in the next few days. This is my first Velocity I've gotten so for now can't say benefits other than simply it will hold edges better and be less likely to break or rust. I have 2 customers waiting for the Velocity, so after they test it out I'll see what they have to say. It is pricey, prob most wouldn't spend $65 per runner, although some would. Heck, figure skaters spend much much more than that, I guess it will be where your priorities are, e.g, flashy colored stick, or better performing steel. The regular Step steel is better than most manufacturers stock steel and virtually everyone who has replaced their stock with it is happy so I envision the same will be true with the Velocity. On some holders the Step needs a light tap with a rubber mallet to sit the steel the first time after installing, after that it goes in easy.

These kind of customers are idiots. When will they realize that LHS are not catalog stores. Please don't waste our time, just buy from the catalog store and leave us alone. Of course you dumb a$$, catalog or online stores are going to be cheaper, they have lower expenses. Take some economics and business 101 courses, and GTF out of my store. Oh yea, don't look or touch my equipment before you buy it elsewhere. Use the little picture in the catalog to make your decision you dumba$$. These kind of people are the lowest of lowlifes. They just don't get it. I have no problem telling them, "well, go buy it elsewhere".

Actually, I encourage my customers to "cheat" on me, at least once a season. This way, they are "reminded" exactly why the come to me. ;)

Here's a good one. Guy comes in to pick up a Bauer goal stick I repaired for him. He then goes on to tell a story how he bought the stick online, then broke the original out side of the warranty period. He then goes to the local chain hockey store and convinces some kid working there to give him a fake receipt so he can get a new replacement stick. He didn't even buy the stick there. Then Bauer screws up and send him a junior replacement instead of an intermediate. He complains to Bauer and Bauer realizing their mistake sends him an intermediate right away and tells him to keep the junior one for his troubles. He then goes to the chain store and trades that for a intermediate. So, here's a guy who shouldn't have goten nothing, gets two sticks. Sad thing he was so proud talking about his escapade. And we wonder why sticks are so expensive.

And when they have a problem with their online gear make sure you charge them accordingly, and with any skate repairs or helmet adjustments. A guy came in the other day with skates he purchased online. The week before we spent 1/2 hr fitting them. He wanted a sharpening and heat molding. Yes sir, that'll be $45 please. Oh, and when you need a eyelet fixed, or a blade tightened, or rivet replaced, or blade straightened, you'll be charged accordingly. Oh, you have a pressure point, that'll be $15 please. Oh, your kid grew and you want a stretching, that'll be $25 please. Oh, your blade broke, yup that will be ready for you next.... Tuesday. What you say, you need it tomorrow. Oh, so sorry.

Wow, tips would be nice. I guess I'm just different though. Even the guy who just screwed me by buying skates online after wasting hours of our time fitting him the week before, gets the same perfect sharpening as the long time loyal customer. I don't mess around with sharpening. Now if he wants a heat molding, that'll be $25.

OK, how about this one: Customer: Can I have some laces please? Clerk: What size? Customer: Looks at lace and says 1/4" (was eyeballing the width!) My favorite: Kid: 1/2" please Wise a$$ sharpener: Sorry, we are all out of 1/2" today, you're going to have to get 4/8ths. Kid, ah man, I really want 1/2"

Just imagine if we worked at "The Dollar Store" Customer: How much is this? ANswer: Here's your sign.

Oh really. So how does someone who gets a 30% discount get screwed? ;) Also first priority for shipping because they are a "high volume" dealer. I'd love to hear the woes of the internet dealer as to how they are getting screwed by the man. Especially when they have personal sales reps catering to their every demand.

Hi, I know your predicament, I use to live in Southern Maryland and play up in Mt Vernon. I don't recall any LHS's in the area, I did all my business with a LHS near my home town. I really don't sell equipment like the online stores, I'm more of a local guy and really just sharpen skates my mail. Some MSHrs have asked me for stuff and I'm glad to help if their LHS doesn't have the product, but it's not something I want to get deep in to. I recommend you go to JR if you want something. This is his board, and from what many have said, he'll treat you right. If he can't then PM me and I'll see what I can do for you.

Jimmy: Actually, not to split hairs, I didn't misquote you, you mis-directed me to the "post above" rather than one 4 or 5 posts back. No wonder I was confused! And I remain confused in that you direct your customers to MSH so they can get information, yet you have repeated several times in this thread that you don't believe MSH should be "giving away information for free" because it is "cutting our own throats". As I said in my earlier post, from reading your comments in this thread... "Your stand seems to be, and I may be confused by this, that it is "much better to keep everyone UNINFORMED, so that I, the LHS, am the only source of product information and they are forced to come to me". Your second stand seems to be: "An informed person will rip me off/scam me by going and buying the product somewhere else."" Certainly the industry faces many challenges, and arguably the entire industry has been very slow to change. We agree, I believe, that brick & mortor businesses must evolve or die. Where we differ, I think, is where and in what way. I believe that a well-informed customer IS your best customer. Of all people they recognize the inherent value of a well informed and well stocked LHS. There are other areas to change; but of course, I'm not going to discuss that here, because it would be giving it away for free! Although I don't believe my business experience is relevant to the point, I'll satisfy your curiosity: Yes, I have owned a business; I am very much aware of profit and loss statements. I am now a marketing and advertising professor; I am well aware of the vast shifts in business practice and strategy as the world has transformed. And, just in case you subscribe to the adage "those that can, do: those that can't, teach" ... LOL, for many years I worked in advertising with experience in virtually every product and service category, (including both LHS and a hockey manufacturer) with a particular specialization in, and fondness for, retail. I have also developed business plans and strategies for on-line companies as well as developed strategies for retailers faced with stiff on-line and/or big box competition. I think your putting words in my mouth. I never said I want to keep customers MISINFORMED, that's your interpretation and your wording.. I have no problem ON THESE TYPE BOARDS, helping people find information about a product and do it quite often. Simply put, giving them exact instructions how to buy something on ebay or online is against my interests, and that of the local hockey stores in their area. I liken it to a auto mechanic or a doctor who worked hard learning his trade, then going on a board and posting info how to bypass their locals. The post I quoted is a perfect example of what I'm talking about. I notice you didn't have any comments about that, and that's fine. Well, got to go, I hear a guy at Coke is posting the secret recipe on a BB. :D

Hockeymom, I don't expect you to understand. Business has changed quite a bit since the online and ebay explosion. We brick and mortor stores have service as an edge over the online stores. Service includes the ability to feel, see and try on equipment and get proper fitting and advice. There is a price to pay for that service, yet some want to have it both ways. You misquoted the post I was referring about, here's the correct one: "I've got friends who recently bought skates of E-bay but used their LHS to try the skates on first to see if they liked them or not. Turns out that they saved about 400$ Cnd for XXX's. Now I personally think that it is not fair for the LHS owner as he provided a service but did not get any rewards. I think it sucks for the LHS. However, you can't blame the customer much either as he's saving a lot of money" My customers are not the enemy as you suggest. I actually have a MSH link on my website and encourage customers to visit this and other boards to get as much info as they can. Curious to know what your business is and what your internet competition is like.

I agree with you, those who don't have LHS's nearby have a dillema. When I was in the military and stationed at god-forsaken places that had no LHS's, I had to rely on advice given by phone from a trusted LHS in another part of the country. We didn't have online and ebay stores. However for every one person like you who doesn't have a LHS nearby and is using the board for true need, there are 20 who are on these boards just to save a buck, no other reason. You don't have to believe me, on this board alone you will find many posts from folks, who admit scamming their LHS, trying stuff on and then buying from ebay or online. Perfect example is the post above. Until you've been scammed, you really don't know how it feels.

To add to my LHS horror story, I got a call this week from them that my visor was in. I politely told him that I purchased a visor from a different store and have been playing with it for a month and a half. He offered me 10% off (still more expensive than what I paid at the other store) and told me he'd put it on hold for me for 3 days Don't blame the LHS. The F'n companies treat LHS's like sh1T, and the internet sites get first priority, fiirst for deliveries, etc.. The manufacturers are doing everything they can to drive the LHS's out of business. Your poor LHS prob tried to order for you but was given a back-order. It's a no-win for the LHS.

Stores do not handle RBK warranty claims. You screwed up, you should have just followed the warrany directions written on the stick. All RBK warranties are handled customer direct to the company. Once you buy the stick, the LHS is out of the picture. They should have told you this when you bought the stick. Funny, we tell EVERY customer that claims must be direct to the company, yet they still come to the store wanting us to do something. he's a euro, could be different warrenty situation true, didn't see that

Stores do not handle RBK warranty claims. You screwed up, you should have just followed the warrany directions written on the stick. All RBK warranties are handled customer direct to the company. Once you buy the stick, the LHS is out of the picture. They should have told you this when you bought the stick. Funny, we tell EVERY customer that claims must be direct to the company, yet they still come to the store wanting us to do something.

Well he wouldn't survive on this board where HYPE is gospel. ;)

A customer came into store today with new Grafs for her kid. She had no problem telling me she went to a competetor and wasted their time having them size her kid and try on their skates,, knowing full well she was going to buy on ebay. Too bad for my competitor (I don't stock Graf no more). At least I made some money on sharpening and baking. :-) These kind of customers are scum! Next time if she wants to try on skates, there will be a fitting fee for sure.

You seem to understand correctly that the radius is proportunate to blade size. A smaller radius will be used on smaller size skates than larger ones. Depending on your skating style and ability, a 7 or 8' is more in line with a size 5 skate. You will not feel "tippy". However if you had a size 10 skate and put a 8' on it, yes, you could feel "tippy." That's prob what your profiling guy meant (I hope). Weight has nothing to do with radius, that effects the hollow you use.

I didn't know they played hockey in San Fransisco. :D

It's true. I'm taking a customer service class and people on average tell 12 people about a bad experience. In your class, do they say how many people tell their friends about GOOD service?? . 99% of my customers come from referrals from teammates or parents. That article has some very valid points, however I think the study was based findings from big stores, not the small ones, like a LHS. We operate very differently, and are customers are a whole species of themselves. :D

I guess my customers are different, they know me, I know them, and I don't mind if they drop their skates on the counter and run into the stick room.

It's possible the guy has frequented a store in the past in which leaving them at the counter was the routine. At my main rink, there's padding on the counter to the right of the register. Everyone knows to leave their skates there, especially if no one is around, since he's most likely in the back sharpening. I suppose people would hold onto their skates if they needed a different service. I have close to 2000 regular sharpening customers and most of them I have memorized, so if someone comes in with skates in hand, duh, I know what they want, duh, a sharpening, duh. What else. I can't even believe "sharpeners" are getting pissed if someone comes in with skates, what else do you thing they want, a cut and blow dry. Duh.

hehe. Excellent point. BTW, I love my RBK 6K goal stick, it's light and shoots great. I need to be able to clear the puck because god knows my defensemen are still up in the neutral zone! :P While not composite, it's basically a foam core with fibreglass. The only difference between this and the comp goal sticks is that they have a carbon shaft and my shaft is wood. Still, zero warranty on a $80 stick. Personally, I'd never risk spending $200 on a composite.