The Things Customers Do

[Axxion89 32]

My Philosophy is that it never hurts to ask, but I choose when it is the appropriate time to ask. If I go to a big box or chain retailer, I never ask for a discount unless it is a floor model or damaged and most of the time, I do get a percentage off from big box because I know what will happen if nobody else buys the damaged product or a floor model and the store knows as well. If I buy local, from a LHS lets say, then I would either ask beforehand if there is a quantity discount or if they have any old models they would be willing to knock a price down off of, but I always do it BEFORE I bring it to the register. My reason is because I want the employee/owner to know ahead of time I am asking instead of waiting until the last second which would come across as an insult. Asking earlier will often times work and if it does not, you do not come across negatively. From all the local stores that have given me discounts (some without me asking) know very well that even if they offer a discount where they make no money on an item, it may make a customer loyal and result in large returns in the future in word of mouth advertising, future sales, and other intangible benefits all from knocking a few bucks off a large order or discounting a discontinued item.

I have been on both sides of the counter as well, been working retail since I was 15 in all different fields from mom and pop to big box, you will ALWAYS have customers come in and try everything they can to get a discount whether its haggle, ask, or even break or damage a product to try and get it discounted, I have seen it all. As a retailer, it is your decision how you offer discount and whether the benefits of doing so outweigh the costs of the initial discount.

[Cove 38]

I hate being asked. I hate the bull shit customers come up with to. Well.. my kid is friends with a million people and we'll give you guys a good word blah blah. Ive always thought of it as cheap. If youre buying a bunch of stuff its one thing, if youre asking for a deal one a TotalOne than buy the one100, or the one80, 10 times out of 10 youre talking to someone who doesnt have the authority anyway and you now put him in a weird spot asking when chances are he knows hes going to be told no, and now has to explain that to you.

[raganblink 82]

Axxion,

What is your reasoning on never asking chain or big box store (unless its floor or obviously damaged..i think everyone would ask on a damaged product), hut then almost always asking a local business?

Those chain stores and big box stores pay less for the same item as a local small business. What costs me 150 costs the big guys in the hockey world 130-135. When talking to a local shoe store (athletic shoes) everywhere has the same shoes at the same price - scheels, dicks etc were getting the shoes for about $20 cheaper then what they were, this was on a pair of nike shocks that cost me 130. IDK if he was trying to make me feel pity or whatever and exaggerated those numbers, but it wouldn't surprise me knowing how much cheaper in hockey the large stores get things.

There profit margin to stay the same as mine means them taking off ~15% the item and I sell at full-price. If you're unwilling to ask them for a discount, and if I do give you one, their profit margin over mine (even if I give you 5%) is now at 20% higher. AKA giving them a huge advantage in purchasing power because their profits are much higher (quantity and percentile). They can afford to keep a full stock of gear, large selection and large quantity, which in turns increases the liklihood of future business because they have it in stock.

The few times I have ever asked if something was on sale was at big chain stores, I talked to HS kids who didn't care. Usually all they could do was double reward points, a couple times the kids gave me their employee discount + $10 - $20 in cash for them... This is where it blew my mind on how cheap places like best buy get that $1000 TV. I gave my friend $50, and he bought with his discount this tv that retailed at 950. He spent $300, and he didn't get it at cost.

Hockey isn't like that. If it was I'd be living in a house with a nicer car and a hotter gf/wife.

I guess my point is - why look for deals at local business, who usually make jack shit, just enough to live modestly but put in twice as much work as the average person? Why not ask the multi-million dollar corporations who are on wall street? Pretty sure they can afford to take $20 off an item when they're doing tens of thousands of dollars a day. Compared to a local business, who might do 1000-1500 in sales, if that?

[Lee-Bro 1]

Whether I'm buying hockey gear, shop tools, musical gear, etc., I typically ask if there's a package or combo special.

When I started hockey last year, I told the co-owner (who fitted my skates) that I wasn't sure I was going to go "all in" just yet. I mentioned I wanted to get gloves and skates. He said he'd give me 10% off if I bought them together. Sold.

[Axxion89 32]

Axxion,

What is your reasoning on never asking chain or big box store (unless its floor or obviously damaged..i think everyone would ask on a damaged product), hut then almost always asking a local business?

Those chain stores and big box stores pay less for the same item as a local small business. What costs me 150 costs the big guys in the hockey world 130-135. When talking to a local shoe store (athletic shoes) everywhere has the same shoes at the same price - scheels, dicks etc were getting the shoes for about $20 cheaper then what they were, this was on a pair of nike shocks that cost me 130. IDK if he was trying to make me feel pity or whatever and exaggerated those numbers, but it wouldn't surprise me knowing how much cheaper in hockey the large stores get things.

There profit margin to stay the same as mine means them taking off ~15% the item and I sell at full-price. If you're unwilling to ask them for a discount, and if I do give you one, their profit margin over mine (even if I give you 5%) is now at 20% higher. AKA giving them a huge advantage in purchasing power because their profits are much higher (quantity and percentile). They can afford to keep a full stock of gear, large selection and large quantity, which in turns increases the liklihood of future business because they have it in stock.

The few times I have ever asked if something was on sale was at big chain stores, I talked to HS kids who didn't care. Usually all they could do was double reward points, a couple times the kids gave me their employee discount + $10 - $20 in cash for them... This is where it blew my mind on how cheap places like best buy get that $1000 TV. I gave my friend $50, and he bought with his discount this tv that retailed at 950. He spent $300, and he didn't get it at cost.

Hockey isn't like that. If it was I'd be living in a house with a nicer car and a hotter gf/wife.

I guess my point is - why look for deals at local business, who usually make jack shit, just enough to live modestly but put in twice as much work as the average person? Why not ask the multi-million dollar corporations who are on wall street? Pretty sure they can afford to take $20 off an item when they're doing tens of thousands of dollars a day. Compared to a local business, who might do 1000-1500 in sales, if that?

To answer your main question, I normally don't ask big retailers for the main reason being that their policies are stated that the prices are firm and also the managers who can make those decision are tougher to get a hold of. Discounts on floor models and damaged goods are often incorporated into a stores policy and can be made by most employees. Also, I don't almost always ask whenever I buy something else at a local store, only when I am purchasing a large amount or something that is lets say a model from 2008.

Now as far as the rest of what you said, lets look at a company that competes with a LHS like Hockey Monkey. While they do save money buy getting quantity dicounts, they also have a LOT more expenses. They have larger buildings, more employees, more taxes, and more expenses in general that they have to pay regardless of how much they sell, so they inherit more risk. Also, they have to retain customers in different ways that often cost money such as frequent buyer discounts, easier return policies, and using credit cards on purchases of low amounts. Now that extra few % they save may very well go towards those many expenses, not all of it but much of it does. HM and any big box store really makes their money on volume of sales as you may know. If they don't sell the amounts they do, they lose money. Now I am not defending any big box chains or ripping a local business just stating that just because they are a big company does not mean they have money flowing out of their rears.

From what I gather from this thread and speaking with people, the hockey equipment industry is not a cash cow industry. Of all the owners I meet, they are all former players or people who love the sport and not one have I met who was running a LHS because he thought it was going to make him rich. If you want to be rich, sell your store/quit and find a career that will make you rich. I am just stating this because a lot of people are complaining about the poor returns of running a store and how it's not profitable. If you own/work for a LHS then all my respect to you especially if you enjoy the job, love hockey, and love the feeling you get when you sell stuff to players and people/kids starting out. But as someone in the business field, if running a store is a financial and emotional burden, then move onto a different endeavor.

[DarkStar50 679]

This is an observation based on a lot of years in this industry and in retail. It has nothing to do with anyone here since only a few of you have ever been in my shop. It never fails that the people who really could use a discount in the shop never ask and the people who ask for a discount really don't need one. I had a guy ask for a discount on $12 youth elbow pads once and I had a customer ask for a discount before I saw and they handed me their Amex black card.

As for the issue of "if I pay cash, how about we skip the tax?" I politely tell the customer that conversation is between you and our governor in the state capital. Otherwise, I might say, "I'm sorry, we don't charge tax, we just collect it."

[JR Boucicaut 3802]

Ha, that happened to me once. Dad haggled me on $100 skates and when I didn't budge, dropped the Centurion to pay.

[halfmoonyote 0]

It never fails that the people who really could use a discount in the shop never ask and the people who ask for a discount really don't need one.

No truer words spoken. 100% agree.

[adam14 182]

my turn to ask a question. I recently bought a new pair of skates at sport check, they were on sale, excellent fit so I bought them. Long story short, I want to swap out the holders, and this would involve taking them to my LHS, to whom I'm usually very loyal, it was merely luck that these were on sale etc, is it bad to bring in brand new skates, (didnt even sharpen them) and ask to change out the holders, even though the skates were not bought there? I fully expect to pay for the labour first sharpening etc, but I feel kind of guilty in doing so...

[troy 12]

If it was a product whose price they could not have been able compete with, or an item they never offered, I think they should be appreciative that you trust and prefer them to do that work for you. Also, don't feel guilty.

[AIREAYE 248]

As long as you're paying for the change, I don't see any reason why you would feel guilty :) It's like going for sharpenings at a place where you didn't buy skates from.

[dsjunior1388 81]

Pretty much a red letter day in my shop for dumb comments.

- *Pricing sticks* "Whats the warranty like?" "Most of them are 30 day manufacturer warranty." "Yeah, I think I'm gonna buy online, because you get unlimited warranty. *See's skeptical look* Right?"

- After I sharpened low level, 5 year old Eastons. "Yeah, these *taps Easton logo to indicate hes talking about Eastons* are better for pivots...for pivoting. Bauers are better for going straight fast. I like the pivoting."

- *Shooting his mouth off about his roommate at U of Wisconsin back in the early 90s.* "Yeah, I think these *pulls out Dolomite* were his favorite brand, he always had these, but he liked the wood ones."

Where do these people come from?

Edited October 24, 2011 by dsjunior1388

[raganblink 82]

I have no idea, but I'd love to make people from that place never to set foot in any hockey store... They're funny people though, just sucks that sometimes they cost you sales because of something they heard falsely 10 years ago.

This happened a couple weeks ago...

We're busy, can't get to everyone immediately to help them, after about 5 minutes this guy came in, who is across the shop, I finally get to him. He had been looking at warmup coats and trying them on the entire time.

When I get to him he starts to walk away towards where I came from, "anything I can help you with?" Before I get that out he interrupts me and says "No." Then I state "Okay, if you have any questions just let one of us know." Before I get that out, he interrupts me again, asking "Do you have any coaches bags?"

I show him a bag, and tell him the price and says "Sold." So we go to the register... I ring it up, tell him the total, and ask for his last name (We have every sale with a first and last name for warranty issues, so we can lookup the receipt and find it if they lose their receipt). He looked at me weird, hesitated, and gave me his last name. his last name is not common, lets just say it was Reyonlds. There was a Becky Reyonlds in the system already and I asked if Becky was his wife. He states "No... why do you need my name?" I then explain to him our policy, its for warranty purposes or returns. Before I can finish explaining it he literally just throws the bag on the floor and says "You know what, forget it" and walks out.

Also we ordered goalie skates for a customer Monday. We told them that we'll call them when they come in, and it should take about 7 to 10 business days. I get a call Thursday asking where they were, I explained the situation. Friday the wife calls and asks where they are, I explained the situation. Then Saturday they came in again, for the sole purpose of asking where they were at. I mean we appreciate the extra business, but, really? I know when I special ordered something for my car I didnt inquire about it until after they said they'd get it in. Not 5 days later wondering why it hasnt came in yet.

Edited October 24, 2011 by raganblink

[LivHockey84 0]

What has always bothered me is when you do (or when you can) get them a discount & you come back with the number, which most of you know usually isn't much on a new or "current" model. And they say to you: "Wow, is that all?" Then not only are you put off but now you have to explain to them the situation on why we can only offer them this particular product at only 5% off. And then it's only happening because they are a good customer.

Edited October 24, 2011 by LivHockey84

[empirehockey 1]

The only thing that ever really bothered me when I worked at a pro shop (some 10 yrs. ago) was how little some parents valued the safety of their kids. I had a Dad who came in because his 7 yr. old son was starting to play ice hockey. He asked me to price out a complete set-up from the head on down. So I walked him over to the helmets and showed him the kids size helmet and cage combo from CCM (can't remember the model, again this was 10 yrs. ago) and I told him the price, which was 89 plus tax. He looked at me dumbfounded, apparently he didn't realize how pricey certain equipment can be. I reitterated the price and I also let him know that the helmet can be adjusted while his son grows (to a certain point) and that the helmet really isn't the piece of equipment he wants to skimp on. He comes back with "well my son already has a helmet that he's been using for street hockey.. it's a Mylec, he can just use that..." Shocked I looked at him and tried to explain that the Mylec helmet is not safety rated or certified to be used for Ice hockey, I also explain to him that the second his son touched the ice wearing that thing he'd be escorted off. I basically pleaded for his son's safety to no avail. He was dead set on letting his son wear an unsafe helmet with other beginner kids and their helicopter sticks...I did end up selling him on some other equipment, pants, skates, elbows shoulders and shins but no helmet. As he left I told him to at least look into someplace like Play-it-again to try and find something to protect his son. I'm pretty sure by then he shut off listening to me.

Oh and he didn't buy a stick for his son either, because those Mylec sticks work soo well with a puck.....

[AIREAYE 248]

The only thing that ever really bothered me when I worked at a pro shop (some 10 yrs. ago) was how little some parents valued the safety of their kids....

I had the same thing happen to me, expect that the incumbent helmet no longer fit the kid. I kept trying to explain that the perfect fit was the (cheap, mind you) 2100 and that safety would be compromised by wearing the other one. I ended up receiving my only complaint that I was talking over the mom. Poor kid :(

Edited October 24, 2011 by AIREAYE

[dsjunior1388 81]

The only thing that ever really bothered me when I worked at a pro shop (some 10 yrs. ago) was how little some parents valued the safety of their kids. I had a Dad who came in because his 7 yr. old son was starting to play ice hockey. He asked me to price out a complete set-up from the head on down. So I walked him over to the helmets and showed him the kids size helmet and cage combo from CCM (can't remember the model, again this was 10 yrs. ago) and I told him the price, which was 89 plus tax. He looked at me dumbfounded, apparently he didn't realize how pricey certain equipment can be. I reitterated the price and I also let him know that the helmet can be adjusted while his son grows (to a certain point) and that the helmet really isn't the piece of equipment he wants to skimp on. He comes back with "well my son already has a helmet that he's been using for street hockey.. it's a Mylec, he can just use that..." Shocked I looked at him and tried to explain that the Mylec helmet is not safety rated or certified to be used for Ice hockey, I also explain to him that the second his son touched the ice wearing that thing he'd be escorted off. I basically pleaded for his son's safety to no avail. He was dead set on letting his son wear an unsafe helmet with other beginner kids and their helicopter sticks...I did end up selling him on some other equipment, pants, skates, elbows shoulders and shins but no helmet. As he left I told him to at least look into someplace like Play-it-again to try and find something to protect his son. I'm pretty sure by then he shut off listening to me.

Oh and he didn't buy a stick for his son either, because those Mylec sticks work soo well with a puck.....

Situations like that, I would have led with "banned by USA hockey, refs will not allow your son to play." Some people can't get past the "won't happen to me" idea, even if it's their child.

[HockeySavants 5]

Here's some good as gold that should make people laugh or cry:

"How is this a better stick, I just don't get it." - Man in his late 30s holding a Reebok 11K and Mylec stick.

He actually liked the the blade on the Mylec better..."these are much cheaper to replace" and wants to play Defence

This one I wasn't around to see but was told by the skate fitting guy.

"I took a knive sharperner to my skates and now the blades look uneven" apparently he sharpened them all night that they looked like blades and he thought he'd skate better. Brand new skates. Dumbass refused to want to put new runners on them too and said no one warned him against it.

Living in a place where hockey isn't too popular, you come across the craziest people who don't bother to ask or let alone trust someone's answers.

[dalebert 8]

"I took a knive sharperner to my skates and now the blades look uneven" apparently he sharpened them all night that they looked like blades and he thought he'd skate better. Brand new skates. Dumbass refused to want to put new runners on them too and said no one warned him against it.

The local Dick's Sporting Goods claims they will sharpen skates for customers, I've seen at least 10 pairs in the past few months come in with the blade sharpened to a point. (--> \/ ) Takes forever to fix it for them.

[rachael7 1]

The local Dick's Sporting Goods claims they will sharpen skates for customers, I've seen at least 10 pairs in the past few months come in with the blade sharpened to a point. (--> \/ ) Takes forever to fix it for them.

That's why they created crossgrinders ;-)

[dalebert 8]

That's why they created crossgrinders ;-)

Yeah, but still takes quite some time, especially when someone tries to make an "extra deep" sharpening at Dick's hahah the V can go 3/4" the way down the steel (obviously at that point we just kindly tell them they may want to go back and get a refund or a new pair.)

[AIREAYE 248]

Our Rapidshot setup is NOT a playground. It's for those interested in buying sticks to try them out before purchase. Customers are lucky enough that we have it setup in the first place, but they feel entitled enough to call me out on our store policy to use it? Get out please.

Technically speaking customers are not allowed in Rapidshot without employee supervision and without us unlocking the door first, one at a time. Yet some people deem it acceptable to pick the lock and go in there themselves with all of their Peewee buddies to take slappers with our top-end sticks.

Last week, a group of people (I swear there were like 10 people back there, a party!) congregated by Rapidshot and were basically breaking every rule regarding it. When I kindly tell the dad of some of the boys that they're only allowed in one at a time and that they couldn't shoot anymore pucks (they had their rounds before I got there haha), he gave me attitude, saying that he could supervise them and that one boy only got to shoot 10 pucks while his brother got to shoot 20. I was sorely tempted to tell them that the kiddie gym was across the road.

Having to supervise playtime is a big waste of an associate's time and takes them off the floor for other customers, I really want to have some fee to get in if you're only playing, as was the case a few years ago...and a better lock too

[Powerfibers 8]

Locally, they charge five bucks for ten minutes and you get that back when you buy a stick. One person at time, no shoes allowed. And this is not even a rapid shot, it is a small boarded in area with net and targets/goalie cut out.

[cooperalls 4]

Customers who ask: "Are you any good at sharpening?"

...are you any good at your job?

[natbat 0]

Customers who ask: "Are you any good at sharpening?"

...are you any good at your job?

That's a great question. A lot of LHS hire kids and pay them minimum wage. I have had a LHS mess up my skates. If there where standards in the skate sharpening industry, or who was allowed to sharpen skates then that may be a bad question. There are doctors that go to school for eight years and are bad doctors.

Edited December 5, 2011 by natbat