So I bought my first pair of skates from a LHS...

[JR Boucicaut 3810]

I'd like to hear from LHS workers/owners how they respond when someone is up front and tells them that they are looking to buy an item online because the price is $x lower than theirs?

I think it's fair for customers to offer the LHS a chance to make the sale if there is a big price difference and put the onus on the store to decide if it's business they want to go after or just let them go and buy off the internet.

Also, as to fitting fees - I just wonder how people would feel if you went to a car dealer and they said there is a test drive fee. They could legitimately be concerned that you'll waste the salesman's time with a test drive and then go shop at another dealer in town or buy off eBay Motors.

My point is that practically EVERY business has competition of some sort and even though there will always be pain in the ass nickel and dime customers that will cross the street to save $2, you can't chase away legitimate customers. If your business can't win them over based on service or other intangibles, then that's just Darwinism at work. Not every business SHOULD remain viable.

We price match in store - even internet.

Still, it's not the point - the ones who scam you don't even give you a shot - they just want their size and they leave. Here's a funny one...one woman did it to me - acted all "interested" then wrote down the size of the XXX skates. She was like "I'll be back tomorrow." and never showed up. Then a week passes and she walks into the store with her son and a pair of XXXs, same size. She wants them sharpened/baked and all that...I look at the box...it was the EXACT SAME pair of skates her son tried on the week before. She bought it from our hockey-only internet site and since I had the skates in stock, they were pulled from my store!

[Storm 0]

Once you make a sizable purchase at my lhs you become a preferred customer and get all kinds of deals not to mention the exceptional and perpetual service.

They put stickers on the products you purchase and help with their maintenance at no charge unless the piece of equipment is in really bad shape. It's like getting free tune ups for as long as you own your car.

I purchase from the web all the time but when it comes to my hockey needs my lhs's product/price/service combination is unbeatable.

[TBLfan 25]

that's cool, my lhs is really good about recognizing people. I get good service, i think it's from talking with them and my $1 tips when I get my skates sharpened. :)

[kredmore 2]

when i told him i didnt appreciate that comment, he just smiled and then told me why buying online is such a bad idea.

he said that skates are put together by hand and each skate is just a little different. so you'll really need to try on an individual skate to make sure that exact one fits your foot.

Thanks....that was his chance to back off for being so harsh and explain where he was coming from. I hear you that it was offensive, but we all say things we wish we didn't...and that was his chance to recognize it to you.

Where I live, we have only one LHS and it's great. But they don't always have stock, even basic stock at times, so they understand that you have to turn to Internet at times. For example, they didn't have any helmets in my size in stock and weren't playing on getting any in last last winter. So, I asked..."the web then I guess?" and they agreed.

[kredmore 2]

I'd like to hear from LHS workers/owners how they respond when someone is up front and tells them that they are looking to buy an item online because the price is $x lower than theirs? 

I have yet to meet the customer who tells me he is in the shop and will be buying the skates, the gloves, or any piece of equipment online to my face. Simply put, no one has the balls to tell the truth to the shop guy. They play their game, so we have to play ours. This idea of comparing the LHS to Best Buy or the car dealer is bogus because their are plenty of different places to buy electronics or cars within a given area. There are only one or two places to buy skates or hockey equipment in the same area. Do you see a difference now with this idea of comparing the LHS to a car dealership? It is not the same situation at all.

Within a 30 minute ride from my house are 8 full service LHS. That makes it comparable to the car dealership or Best Buy.

Wow! where do you live?

[JR Boucicaut 3810]

that's cool, my lhs is really good about recognizing people. I get good service, i think it's from talking with them and my $1 tips when I get my skates sharpened. :)

Alan still running the show?

[TBLfan 25]

that's cool, my lhs is really good about recognizing people. I get good service, i think it's from talking with them and my $1 tips when I get my skates sharpened. :)

Alan still running the show?

yeah, as far as I know. I haven't seen him in months though... at least not in the shop, I've seen him out on the ice.

[JR Boucicaut 3810]

I've also met the woman...the name escapes me at this moment.

[TBLfan 25]

we dont have any more girls in the proshop, we have tons that work at the rink... most around 16-17 and annoying. :( what happened to the good looking figure skaters?!?!?!!?!

[hockeyherb 1]

I'd like to hear from LHS workers/owners how they respond when someone is up front and tells them that they are looking to buy an item online because the price is $x lower than theirs? 

I think it's fair for customers to offer the LHS a chance to make the sale if there is a big price difference and put the onus on the store to decide if it's business they want to go after or just let them go and buy off the internet.

Also, as to fitting fees - I just wonder how people would feel if you went to a car dealer and they said there is a test drive fee.  They could legitimately be concerned that you'll waste the salesman's time with a test drive and then go shop at another dealer in town or buy off eBay Motors. 

My point is that practically EVERY business has competition of some sort and even though there will always be pain in the ass nickel and dime customers that will cross the street to save $2, you can't chase away legitimate customers.  If your business can't win them over based on service or other intangibles, then that's just Darwinism at work.  Not every business SHOULD remain viable.

We price match in store - even internet.

Still, it's not the point - the ones who scam you don't even give you a shot - they just want their size and they leave. Here's a funny one...one woman did it to me - acted all "interested" then wrote down the size of the XXX skates. She was like "I'll be back tomorrow." and never showed up. Then a week passes and she walks into the store with her son and a pair of XXXs, same size. She wants them sharpened/baked and all that...I look at the box...it was the EXACT SAME pair of skates her son tried on the week before. She bought it from our hockey-only internet site and since I had the skates in stock, they were pulled from my store!

Was your internet price cheaper than in your store (if yes, significantly, like more than $50)? If not, I just don't understand the mentality of people like that.

[JR Boucicaut 3810]

It was $10 cheaper!

We match anyone's site, as long as they have the exact same size in stock. We do charge shipping if it applies.

[chippa13 1844]

I'd like to hear from LHS workers/owners how they respond when someone is up front and tells them that they are looking to buy an item online because the price is $x lower than theirs? 

I have yet to meet the customer who tells me he is in the shop and will be buying the skates, the gloves, or any piece of equipment online to my face. Simply put, no one has the balls to tell the truth to the shop guy. They play their game, so we have to play ours. This idea of comparing the LHS to Best Buy or the car dealer is bogus because their are plenty of different places to buy electronics or cars within a given area. There are only one or two places to buy skates or hockey equipment in the same area. Do you see a difference now with this idea of comparing the LHS to a car dealership? It is not the same situation at all.

Within a 30 minute ride from my house are 8 full service LHS. That makes it comparable to the car dealership or Best Buy.

Wow! where do you live?

Nashua, NH.

[hockeyherb 1]

I'd like to hear from LHS workers/owners how they respond when someone is up front and tells them that they are looking to buy an item online because the price is $x lower than theirs? 

This idea of comparing the LHS to Best Buy or the car dealer is bogus because their are plenty of different places to buy electronics or cars within a given area. There are only one or two places to buy skates or hockey equipment in the same area. Do you see a difference now with this idea of comparing the LHS to a car dealership? It is not the same situation at all.

I have to disagree with you on this. Your business is in competition just like any car dealer or Best Buy regardless of the number of stores locally. You're still competing with people who will buy off the internet or pick up items when they're making a trip to another city, for example.

The point I was trying to make really is that if you don't have lowest prices, then what's your competitve advantage against your competition? It's service mostly, or fulfilling an immediate need, and unless you can convey a value in the service to customers you can't survive. Some people will shop with you because they want to see a local owner stay in business but I think most people are somewhat price sensitive so their generosity will only go so far.

All this to just back up my feeling that slapping on a fitting fee will just turn off a segment of your buyers that will wonder why they're getting charged for a service which should seperate you from the other options to buy from. Even applying the fee to a purchase will only appease some of the people because not everyone knows for sure they're going to buy when they walk in - so why kill their desire to start the process which could lead to unplanned purchases?

But hey, I've never worked or owned a hockey shop so that's just my 2 cents as a consumer. I appreciate hearing from the other side of the counter.

[TBLfan 25]

It was $10 cheaper!

We match anyone's site, as long as they have the exact same size in stock. We do charge shipping if it applies.

that's rediculous. $10 and it was more trouble for her... Shows the mentality of some people.

I wouldn't buy online unless I can save around $50 or more and my LHS doesn't have exactly what I want in stock.

[hockeyherb 1]

It was $10 cheaper!

We match anyone's site, as long as they have the exact same size in stock. We do charge shipping if it applies.

I hope you charged her $20 for baking and sharpening and told her next time she buys from the store it's all free!

Although then she might go home, start the return process and ship them back to you, then come in to buy them again....oh brother!!

[jimmy 194]

I have to disagree with you on this. Your business is in competition just like any car dealer or Best Buy regardless of the number of stores locally. You're still competing with people who will buy off the internet or pick up items when they're making a trip to another city, for example.

The point I was trying to make really is that if you don't have lowest prices, then what's your competitve advantage against your competition? It's service mostly, or fulfilling an immediate need, and unless you can convey a value in the service to customers you can't survive. Some people will shop with you because they want to see a local owner stay in business but I think most people are somewhat price sensitive so their generosity will only go so far.

All this to just back up my feeling that slapping on a fitting fee will just turn off a segment of your buyers that will wonder why they're getting charged for a service which should seperate you from the other options to buy from. Even applying the fee to a purchase will only appease some of the people because not everyone knows for sure they're going to buy when they walk in - so why kill their desire to start the process which could lead to unplanned purchases?

But hey, I've never worked or owned a hockey shop so that's just my 2 cents as a consumer. I appreciate hearing from the other side of the counter.

Aren't we comparing LHS to internet stores? It's very different than if we are talking about local competition, where services are generally the same where ever you go. Then your assesment is valid. Locally, generally it's a level playing field and prices are generally close. But the field is not level when talking LHS vs. Internet.

[JR Boucicaut 3810]

Not necessarily - is internet beating you on ALL items in your store? Or just closeouts?

[hockeymom 2]

It was $10 cheaper!

We match anyone's site, as long as they have the exact same size in stock.  We do charge shipping if it applies.

that's rediculous. $10 and it was more trouble for her... Shows the mentality of some people.

I wouldn't buy online unless I can save around $50 or more and my LHS doesn't have exactly what I want in stock.

JR,

Is it possible (and here I go again, trying to find the "nice" in people...LOL) that this woman just didn't understand the difference between buying from one company at the store level and the SAME company over the internet?

[sogaduch 0]

I'd like to hear from LHS workers/owners how they respond when someone is up front and tells them that they are looking to buy an item online because the price is $x lower than theirs?

I think it's fair for customers to offer the LHS a chance to make the sale if there is a big price difference and put the onus on the store to decide if it's business they want to go after or just let them go and buy off the internet.

Also, as to fitting fees - I just wonder how people would feel if you went to a car dealer and they said there is a test drive fee. They could legitimately be concerned that you'll waste the salesman's time with a test drive and then go shop at another dealer in town or buy off eBay Motors.

My point is that practically EVERY business has competition of some sort and even though there will always be pain in the ass nickel and dime customers that will cross the street to save $2, you can't chase away legitimate customers. If your business can't win them over based on service or other intangibles, then that's just Darwinism at work. Not every business SHOULD remain viable.

figure id put my 2 cents in. As for people buying online the shop there buying online doesnt have much in the way of bills and such just because they dont have fees to pay every year and also fees that come on a day to day basis i.e plumbing,heating,electrical,roofing those fees all add up. Now i had one customer come in with a pair of skates with broken blades that were purchased from an online store, I pretty much told him straight up well you have to pay for the new blades and you can keep your broken blade and send it too wherever you bought them from and they can give you your money back. He was abit upset but I told him calmy that the skates were not bought here its just like going and getting a tv from futureshop and it breaks and you take it too wal-mart or something and say it broke you sell these here you give me a new one. But fitting fees are a great idea cause ive been burned on them a few times and when they come back with the skates and they want the sharpening and profiling and heating done not being a prick but when i helped them for a good 45mins or so and they buy from a friend at bauer or online there paying the entire fee not any kinda deals now as for comparing cars to a hockey business cars you do have to test drive to see how they feel but a car is more of an investment your comparing a 30K car to a $700(cad) skate its a huge difference. there have been times ive wanted to have people leave the store when i hear them mutter to each other we can get this skate online cheaper. but yes I understand we all have competition but this is some peoples livelihood(sp)

[DarkStar50 680]

We do not charge a fitting fee in my shop. 95% of the customers are ready to buy skates when they come in. The other 5% give off the internet aura, its so obvious, and we decide how to handle it at that moment.

Until you work on our side of the counter, it is really hard to understand what its like for the LHS guys.

[sogaduch 0]

We do not charge a fitting fee in my shop. 95% of the customers are ready to buy skates when they come in. The other 5% give off the internet aura, its so obvious, and we decide how to handle it at that moment.

Until you work on our side of the counter, it is really hard to understand what its like for the LHS guys.

yeah for sure, just like with us most of the people coming in want to buy there just because of the repuation. thats something thats big is reputation, if a shop has a good rep then it can go far because some kid may tell his dad that my friend saw these skates online for alot cheaper the dad would probably go yeah but this store we go to hasnt done anything wrong in all the years weve been shopping for so why change now

[NuggyBuggy 0]

We do not charge a fitting fee in my shop. 95% of the customers are ready to buy skates when they come in. The other 5% give off the internet aura, its so obvious, and we decide how to handle it at that moment.

I am curious, what does the Internet aura look like ? I am wondering whether I (who buy almost all my stuff locally, except roller hockey gear which is scarce near me) might ever have given it off inadvertently.

I also have 2 scenarios:

Scenario 1) Suppose a guy walked into your shop, tried on a pair of skates, then told you he wanted to think about it. The moment he walks out the door, would you assume that he was going to buy the skates online ?

Scenario 2) A guy walks into a store, tries on a pair of skates, but leaves to think about them. He has never shopped for skates online and does not know their prices. When he gets home, he finds he can buy them for $X cheaper online. Do you feel he is screwing you if ultimately buys online but did not plan to do so before visiting your store ?

[Sticks of Fury 0]

I think there is a niche. The internet buyer. I think they feel sheepish buying from the Internet while trying on at the LHS. So why not have a Internet Buying Fitting Service. Charge $25 dollars.

Includes:

1)Fitting

2)Heating

but no special warranty service

Other options extra 15$:

3)Profiling

4)First time sharpening

Also try to get their info in the LHS database and treat them accordingly.

I don't think you should shun these potential buyers as they do have the money to spend but you need to entice them.

Also try not calling it a "fee" but a service. Sounds better to the consumer.

As long as you have a sign pointing out the cost benefits, it should persuade the internet buyers. (I hope)

Just thinking ... :) (A bad sign for me)

[chippa13 1844]

I think there is a niche. The internet buyer. I think they feel sheepish buying from the Internet while trying on at the LHS. So why not have a Internet Buying Fitting Service. Charge $25 dollars.

Includes:

1)Fitting

2)Heating

but no special warranty service

Other options extra 15$:

3)Profiling

4)First time sharpening

Also try to get their info in the LHS database and treat them accordingly.

I don't think you should shun these potential buyers as they do have the money to spend but you need to entice them.

Also try not calling it a "fee" but a service. Sounds better to the consumer.

As long as you have a sign pointing out the cost benefits, it should persuade the internet buyers. (I hope)

Just thinking ... :) (A bad sign for me)

Ummm, basically all that is covered with the fitting fee and other fees a shop already charges.

[DarkStar50 680]

The reason you cannot compare the LHS to a Best Buy or car dealership is simple: Look beyond the products and comparisons you want to make at "test drives, etc." and look at the money. "Follow the money." Best Buy and others are major chain stores. They have multiple locations, buy with high volume at deep discounts. Car dealerships are very well supported by the Big Three automakers. The LHS is basically an old-fashioned Mom & Pop retail operation. There are very few LHS chains around. Please feel free to mention Pure Hockey. They are an exception. I do not consider a PIAS a true LHS. That is just my opinion.

An aura does not have a look. An aura has a feel, an instinct. It comes with experience.

As for your scenarios, the answer to #1 is I won't assume he will buy online but I sure won't be surprised if he walks in a week later with skates to be baked and sharpened. I have had guys walk in with the box with the label from Hockeymonkey still on it for baking and sharpening. As for #2, unless he was living on Mars, everyone knows about the internet and how to shop on it. Guys brag in the locker room about the great internet deal on this or that all the time.

To the guys who seem most upset about the idea of a fitting fee/ service, do you buy your skates from the LHS or online?