The Things Customers Do

[DarkStar50 679]

"Do you have hockey pants laces?"

"No, but you could use a hockey skate lace."

"My kid lost his lace. Do you know where I can get one?"

"Sir, it will be pretty difficult to find a hockey pant lace. A skate lace will work fine."

And with that he leaves...................

[Scurvy 3]

Here's one that happened earlier today: "This will be my 2 year old son's second pair of skates. Are the Eason skates good enough? He's destined for the pros." I love how this father has a crystal ball that can predict his son becoming a professional hockey player.

Edited December 15, 2008 by Scurvy

[Chadd 916]

Here's one that happened earlier today: "This will be my 2 year old son's second pair of skates. Are the Eason skates good enough? He's destined for the pros." I love how this father has a crystal ball that can predict his son becoming a professional hockey player.

I love those people, my mental response is usually something along the lines of; "most people never make it past amateur porn, congratulations."

[Scurvy 3]

Here's one that happened earlier today: "This will be my 2 year old son's second pair of skates. Are the Eason skates good enough? He's destined for the pros." I love how this father has a crystal ball that can predict his son becoming a professional hockey player.

I love those people, my mental response is usually something along the lines of; "most people never make it past amateur porn, congratulations."

A mental statement like that unfortunately never crossed my mind until you mentioned it. :P

[eric42434224 1]

I guess sarcasm isnt easily detected in an LHS.

[Chadd 916]

Here's one that happened earlier today: "This will be my 2 year old son's second pair of skates. Are the Eason skates good enough? He's destined for the pros." I love how this father has a crystal ball that can predict his son becoming a professional hockey player.

I love those people, my mental response is usually something along the lines of; "most people never make it past amateur porn, congratulations."

A mental statement like that unfortunately never crossed my mind until you mentioned it. :P

I'm easily annoyed and my first thought is usually something abusive. Fortunately I've learned to bite my tongue most of the time.

[gagner89 0]

Had a customer come in last week...

"Hey man. I'm in XXXXs now and they're broken down, and I'm looking at a pair of S15s as replacement. Now, I've found them online for almost $200 cheaper shipped than you guys have them here for... so I'm probably not going to buy it from you guys. Could I try them on just for sizing? I won't take up your time helping me out since I won't be buying from here anyways."

I sat him down and measured him up, did the usual fitting procedure. 40 minutes later, he left the place with a pair of One95s. (Those are about $50 more than the S15s we have)

Wish more customers were like that.

[dsjunior1388 81]

Had a customer come in last week...

"Hey man. I'm in XXXXs now and they're broken down, and I'm looking at a pair of S15s as replacement. Now, I've found them online for almost $200 cheaper shipped than you guys have them here for... so I'm probably not going to buy it from you guys. Could I try them on just for sizing? I won't take up your time helping me out since I won't be buying from here anyways."

I sat him down and measured him up, did the usual fitting procedure. 40 minutes later, he left the place with a pair of One95s. (Those are about $50 more than the S15s we have)

Wish more customers were like that.

Hate to admit it, but over thanksgiving I had a pair of Graf 705's lined up on ebay for about 265$ but i stopped in ACE sports in livonia Michigab to try the size first. thank god i did because these skates would have killed me. the guys at ace worked with me on 705s 707s and finally a pair of 727s they had clearance for $200. I tried them on, got them baked, and ultimately got them channelled out at the balls of my feet. Whole process took about 90 minutes, all the while both guys are just shooting the shit with me and talking about the skates and such. I bought them and they are fantastic, Im never buying skates online again and i'll never let anyone in my family and friends either.

[gagner89 0]

As long as customers are completely honest and open about the fact that they are looking to buy skates online, I don't mind helping them out one bit.

Now, if it was really busy, someone intent on buying skates online might get less of my attention than someone who would most likely buy the skate from my shop.

On a quieter evening... heck, I try help them out so much that they feel that the price difference is well worth it!

[oldtrainerguy28 478]

As long as customers are completely honest and open about the fact that they are looking to buy skates online, I don't mind helping them out one bit.

Now, if it was really busy, someone intent on buying skates online might get less of my attention than someone who would most likely buy the skate from my shop.

On a quieter evening... heck, I try help them out so much that they feel that the price difference is well worth it!

Hey move to Toronto I will hire you.......LOL. Now thats the way all employee's should think. Try to earn there business. A good salesperson will outsell the cost everythime.

Example:

I want to go buy skate X online can you fit me. Sure can. Guy gets socks off look at feet Sir/Maam that skate will not fit you let me show you why.

They try on Skate Y and its the same price as X on sale online.......guess what there buying.....Y. Unless they just are not smart.....and that happens. But I bet the above poster sells Y's all day long and is a top sales person.

[minwookie 0]

I had a great experience when I picked up my skates 6 months ago (RBK 5ks). It was my first time buying skates for myself in 6 years.

I walked into the my LHS and told the guy working this exactly. "I have no idea what I'm looking for, but something in the $250-$400 range. I am definitely going to buy from you today, so please bare with me as I want to make sure I get the right skate for my foot."

He sizes me up and then goes into the back. Comes back with about 6 different skates stacked up. He says "try these on while I get some more". End up trying on maybe 15 different boots. When another customer would walk in he'd help them out while I'd be lacing up and then he'd come back and check on the fit. I end up buying my 5ks and picking up another hundred dollars worth of compression gear.

Cool dude, smoked a cig with him while the skates were in the oven. He tossed in a few rolls of tape and extra laces. I wonder if he would have been as patient if he didn't know if he was gonna get a sale.

From the other perspective, I have been in the service industry (both management and waitstaff) for the past 5 years while attending school on and off and worked retail management before that. For the last year I've worked at a higher end restaurant (about $70 a person check average). Wine sales was how you'd make your money, as "most" people in DC are tipping 20% for good service. The whole "how much are you looking to spend?" or "what price range were you looking at?" question does not come off as rude when it comes to helping them pick out a bottle of wine. It helps you classify whether your table is looking to buy the cheapest bottle of South African grape juice shiraz they can find or if they are willing to spend $160 for that elegant Chateauneuf.

Some guests will find it uncomfortable when their server suggests a bottle of wine that is way out of their price range, or if their server suggests a bottle that is too cheap. I found that customer service is knowing your product but making your guest feel comfortable with their decision. Its tough not to come off as snobby when talking about wine (especially if you are a wine freak as I am) but it is necessary to let your guest know that you know what you're talking about, even if they don't.

Reading some of these "horror" stories that you guys have working at your LHS I can relate to some of the crazy stuff I've had to do or go through while waiting tables.

Ok this post is longer than I wanted, but I actually read/skimmed through all 70+ pages of this thread, haha (go 2 hour lectures that are boring as sin).

[greech 4]

I hate to be a bad customer, but is it taboo if I eyeball the edges after a sharpening? I had a different sharpener today (not my usual guy) and after he did them I took a quick peek. He shot me a look and I stopped checking them, but needless to say they ended up being a hack job. Just needed to vent because I was disappointed that he would be offended I was making sure they were done well.

[dalebert 8]

I love when people check the edges of the skates. It makes me feel good when they look up and put the skate down to pay for it. Although half the time I'm not sure if that is just them pretending they know what to look for :lol:

[krwwc6 0]

I hate to be a bad customer, but is it taboo if I eyeball the edges after a sharpening? I had a different sharpener today (not my usual guy) and after he did them I took a quick peek. He shot me a look and I stopped checking them, but needless to say they ended up being a hack job. Just needed to vent because I was disappointed that he would be offended I was making sure they were done well.

I don't see any problem with that. . . . Whenever I get a pair in that I know where a done horribly the previous time, I usually ask them where they got their skates sharpened. . . . (if it was us that did it I usually don't say anything else) but if it was another store I'll show them how unlevel the skates are. Then when I'm done with the skates I'll show them how level they are supposed to be. . .

[k13 0]

I hate to be a bad customer, but is it taboo if I eyeball the edges after a sharpening? I had a different sharpener today (not my usual guy) and after he did them I took a quick peek. He shot me a look and I stopped checking them, but needless to say they ended up being a hack job. Just needed to vent because I was disappointed that he would be offended I was making sure they were done well.

The place I go to always asks me to check my skates before I walk off, even if he's got a huge lineup behind me.

[greech 4]

I love when people check the edges of the skates. It makes me feel good when they look up and put the skate down to pay for it. Although half the time I'm not sure if that is just them pretending they know what to look for :lol:

I know what you're saying, and I'm not claiming to be a skate guru but damn are these skates awful. That's not to say I don't give credit where credit is due, I'm damn lucky to be in the northeast and have 3 or 4 guys I trust my skates with.

[krwwc6 0]

It's upsetting when guys that are sharpening skates don't care about the product they are putting out. . . .

[Rustpot 1]

During a tournament last spring my LHS said they had some younger kids moving skates from the queue to the done pile to get the line down faster. Things got hectic and there were so many skates the workers didn't notice. There's now a sign that says to check your skates before you take them. This is a smaller store where the sharpener is right out front across from the register.

Edited December 15, 2008 by Rustpot

[gagner89 0]

As long as customers are completely honest and open about the fact that they are looking to buy skates online, I don't mind helping them out one bit.

Now, if it was really busy, someone intent on buying skates online might get less of my attention than someone who would most likely buy the skate from my shop.

On a quieter evening... heck, I try help them out so much that they feel that the price difference is well worth it!

Hey move to Toronto I will hire you.......LOL. Now thats the way all employee's should think. Try to earn there business. A good salesperson will outsell the cost everythime.

Example:

I want to go buy skate X online can you fit me. Sure can. Guy gets socks off look at feet Sir/Maam that skate will not fit you let me show you why.

They try on Skate Y and its the same price as X on sale online.......guess what there buying.....Y. Unless they just are not smart.....and that happens. But I bet the above poster sells Y's all day long and is a top sales person.

Thanks for the offer! :lol:

The source for sports store I work at here treats me brilliantly, don't think I'll be moving for a while!

[roller to ice 0]

i just got my skates sharpened at the rink i play at for the first time and they did the worst job i had ever seen (i usually go to the icehouse insteada floyd hall b/c they do it alot better) but the guy who did them is always nice to me and helpful in other ways and i did not wanna give em a hard time so i just payed for it picked up some tape and that was that just wont go back there again to get sharpenings. I could see some a-hole yelling at him i always try to be the best customer possible b/c i see other ppl being pains in the ass.

[DEATHTRON 19]

Sometimes the person sharpening thinks that they are giving out quality sharpening (not knowing any better). Ive seen it before 100x, the worst part is, sometimes these sharpeners get a following of people who THINK they can sharpen as well. You give them a fresh cut once and the look on their face after is priceless. If anything, next time, just politely tell him that the skates were not to satisfaction.

Zach

[Chadd 916]

i just got my skates sharpened at the rink i play at for the first time and they did the worst job i had ever seen (i usually go to the icehouse insteada floyd hall b/c they do it alot better) but the guy who did them is always nice to me and helpful in other ways and i did not wanna give em a hard time so i just payed for it picked up some tape and that was that just wont go back there again to get sharpenings. I could see some a-hole yelling at him i always try to be the best customer possible b/c i see other ppl being pains in the ass.

There is nothing wrong with asking (or insisting) that they fix an obvious problem with your skates. The key is just not being abusive or a douche, there is a lot of middle ground that is perfectly acceptable. Sometimes it takes something like that for them to realize that they aren't putting as much effort and attention into a sharpening as they should.

[AHF 1]

"I'm looking for a goalie jock for my grand-son"

Me: "Okay, how old is he?"

"6...7...8...9...somewhere's around there."

:P

[dalebert 8]

"I'm looking for a goalie jock for my grand-son"

Me: "Okay, how old is he?"

"6...7...8...9...somewhere's around there."

:P

Go's hand in hand with the good ol'

"I'm looking for skates for my kid" [Kid is not with parent]

Me: What size shoe does the child wear?

"He's 11 years old"

[hockeygimp 0]

I had a great experience when I picked up my skates 6 months ago (RBK 5ks). It was my first time buying skates for myself in 6 years.

I walked into the my LHS and told the guy working this exactly. "I have no idea what I'm looking for, but something in the $250-$400 range. I am definitely going to buy from you today, so please bare with me as I want to make sure I get the right skate for my foot."

He sizes me up and then goes into the back. Comes back with about 6 different skates stacked up. He says "try these on while I get some more". End up trying on maybe 15 different boots. When another customer would walk in he'd help them out while I'd be lacing up and then he'd come back and check on the fit. I end up buying my 5ks and picking up another hundred dollars worth of compression gear.

Cool dude, smoked a cig with him while the skates were in the oven. He tossed in a few rolls of tape and extra laces. I wonder if he would have been as patient if he didn't know if he was gonna get a sale.

From the other perspective, I have been in the service industry (both management and waitstaff) for the past 5 years while attending school on and off and worked retail management before that. For the last year I've worked at a higher end restaurant (about $70 a person check average). Wine sales was how you'd make your money, as "most" people in DC are tipping 20% for good service. The whole "how much are you looking to spend?" or "what price range were you looking at?" question does not come off as rude when it comes to helping them pick out a bottle of wine. It helps you classify whether your table is looking to buy the cheapest bottle of South African grape juice shiraz they can find or if they are willing to spend $160 for that elegant Chateauneuf.

Some guests will find it uncomfortable when their server suggests a bottle of wine that is way out of their price range, or if their server suggests a bottle that is too cheap. I found that customer service is knowing your product but making your guest feel comfortable with their decision. Its tough not to come off as snobby when talking about wine (especially if you are a wine freak as I am) but it is necessary to let your guest know that you know what you're talking about, even if they don't.

Reading some of these "horror" stories that you guys have working at your LHS I can relate to some of the crazy stuff I've had to do or go through while waiting tables.

Ok this post is longer than I wanted, but I actually read/skimmed through all 70+ pages of this thread, haha (go 2 hour lectures that are boring as sin).

I live in the DC area and was wondering what LHS you went to.

thanks.