Bad business or touchy customer?

[stick9 905]

So today I go to my LHS to get my skates sharpened. I wanted to check out some shoulder pads while I was waiting. I had a few models I wanted to check out because they fit what I was looking for - CCM Vector 4, Easton ST4, NBH One50 and Vapor XVI. The only pad they had from that list was the ST4, but in a large. A kid was working with....quite helpful too I might add. He offered to check and see if a another location had the ST4 in the size I wanted. I give him my info and leave it at that and go to get my skates. As I am paying for my sharpening the kid who helped me is talking to the guy running the sharpener. The guy proceeds to tell the kid to sell me something else instead, and not to request items of that little value from other stores. Now I can hear every word he's saying and so can pretty much everyone else near the sharpening counter.

I worked in sales and know this is a common practice, that's cool. The problem I had was hearing it from what I assume was the manager. In my eyes he essentially told me he didn't have what I wanted and I should buy something else. Say that to my face and I tell you to screw and take my business someplace else.

Anyway, I motion to the girl who's ringing me up. I say to her, I'm the guy looking for the shoulder pads and I can hear every word they are saying and It's not something a customer should hear.

So, was this bad for business or just a customer being touchy? I'd really like to hear what some of the shop guys have to say about this.

[Chadd 916]

It's pushing product, not helping your customer find the right product. It's way too common in the industry.

[dalebert 8]

At my last 2 jobs one being the LHS I work at now and the other being a shoe store, I had this happen multiple times. At the shoe store I was too young to really care plus I hated it so whenever I was reprimanded for not selling something to someone that they didn't want. I also once got into a huge fight with a manager at the store I worked at because the customers made it very clear they were on a specific budget and we had nothing in the size. I brought out what I could in his size and price range. As they are saying I'm sorry for not having anything of interest and I can check the other stores for stock the manager strolls out and drops 4 boxes in front of me. I ask what they are he tells me "these are the shoes you neglected to show them" I looked at them and they were double the price that the customers wanted to spend. I apologized to the customers for my boss saying he didn't know then after they left had it out with him in front of most of the employees in the back.

As an employee working with a customer it always makes me feel akward when I am put in that situation by my boss or to give an example when I measure a customer up and I'm told "Oh my child is just skating recreationally" and my boss will tell me great we have the XXXX or XXV in their size. I will either stop my boss and go they are just skating recreationally and he'll say so? they could use the support. I'll chuckle and show them something on the lower end or if I want to show my boss how stupid he sounds I do as told and tell the customer what I was TOLD to show them, let them scold me for showing them something so expensive then proceed to show them what they were really looking for.

EDIT: Never really made my point after these long boring stories. Lol In your position stick9 the shop shouldn't have been speaking so loud. I think you were right to say what you said. Yes Chadd is right it happens all the time. I can't say I'm 100% innocent I know it happens I know I do it. However I try my best to give people the right product to the best of my knowledge because I'm a consumer too I know how it feels.

[Law Goalie 147]

I never have a problem with being shown something. At worst, it's five minutes of our time and an interesting comparison. I know perfectly well I can't fit in a retail XXXX, and that I can't stand RBK pads, but it's always good to learn first-hand, and maybe the person showing it to me needs to see what it looks like on me to get a baseline for my fit. For some people on a self-imposed budget, it may be revealing to learn what they're sacrificing in terms of cost/benefit. (I'm not saying your boss wasn't an ass about it, just that there can be a reason for going outside a customer's budget.)

The problem comes when the salesperson won't take no for an answer: when I'm being told, "No, what you really want/need/will buy is X, not Y," and the person will not drop it, no matter how clearly I explain why I will not be buying X, and will continue to look for Y. It's just a basic lack of respect.

On the other hand, I was once blown off like that by a guy who is now entirely civil with me in his store. It just took a while. He's pretty jaded with the business, and I can understand why. It took a couple years of me filtering in and out, getting tons of sharpenings and bits of work done, buying the odd piece, chatting a little, and generally not being a twat for him to figure out I wasn't an idiot.

[dalebert 8]

I never have a problem with being shown something. At worst, it's five minutes of our time and an interesting comparison. I know perfectly well I can't fit in a retail XXXX, and that I can't stand RBK pads, but it's always good to learn first-hand, and maybe the person showing it to me needs to see what it looks like on me to get a baseline for my fit. For some people on a self-imposed budget, it may be revealing to learn what they're sacrificing in terms of cost/benefit. (I'm not saying your boss wasn't an ass about it, just that there can be a reason for going outside a customer's budget.)

Thats where I see the difference I can tell when the customer is receptive to seeing multiple products. I guess I should have made clearer the customer i mentioned comes in telling us his son won't ever be playing hockey he just fools around at public sessions with his friends this 49.99 closeout section will do more then fine.

[JR Boucicaut 3810]

I once worked for a retailer and was screamed at up and down because the customer wanted an Easton high-end glove without the Wrist Wrap. I told him that it would be the 800 and that we can order it for him. He left. I then got bitched out because I was there to "make the register ring" and to sell what we had. Little did they know that he then came back and bought XXs.

[jrhky36 1]

I once worked for a retailer and was screamed at up and down because the customer wanted an Easton high-end glove without the Wrist Wrap. I told him that it would be the 800 and that we can order it for him. He left. I then got bitched out because I was there to "make the register ring" and to sell what we had. Little did they know that he then came back and bought XXs.

a store in det?

[Chadd 916]

I've always been a believer of building a relationship with customers as much as reasonably possible. That means that sometimes you tell them that you don't have what they want. Anyone who tries to push you into something you don't want or need just sees your money when they look at you.

[JR Boucicaut 3810]

I once worked for a retailer and was screamed at up and down because the customer wanted an Easton high-end glove without the Wrist Wrap. I told him that it would be the 800 and that we can order it for him. He left. I then got bitched out because I was there to "make the register ring" and to sell what we had. Little did they know that he then came back and bought XXs.

a store in det?

Yeah, you know the one. They did you dirty once.

[jrhky36 1]

I once worked for a retailer and was screamed at up and down because the customer wanted an Easton high-end glove without the Wrist Wrap. I told him that it would be the 800 and that we can order it for him. He left. I then got bitched out because I was there to "make the register ring" and to sell what we had. Little did they know that he then came back and bought XXs.

a store in det?

Yeah, you know the one. They did you dirty once.

oh that one, i was thing the 1st one

[Tailboard Jockey 25]

I've always been a believer of building a relationship with customers as much as reasonably possible. That means that sometimes you tell them that you don't have what they want.

And that is the kind of place that will get my return business. I will shop there even if the prices are a little higher. Good customer service is worth the extra money, IMHO.

[Rustpot 1]

I've always been a believer of building a relationship with customers as much as reasonably possible. That means that sometimes you tell them that you don't have what they want.

And that is the kind of place that will get my return business. I will shop there even if the prices are a little higher. Good customer service is worth the extra money, IMHO.

Exactly. I felt like I was being pushed when I went into a Peranis store. I was looking for a set of shoulders. The one pair they had that I liked (RBK 6k) was missing the added velcro extenders and I swear one cap was sewn crooked. The kid was practically trying to drag me to the counter to buy them, even after I pointed out they were incomplete and looked to have a manufacturing defect. He didn't seem to think that was cause to not buy something, especially at full price.

He didn't even care to try and fit me into something else, or go see if they had more sets in the back.

I didn't feel bad buying online for that one, ended up saving some pidly $5 or so.

[stick9 905]

I've always been a believer of building a relationship with customers as much as reasonably possible. That means that sometimes you tell them that you don't have what they want. Anyone who tries to push you into something you don't want or need just sees your money when they look at you.

That's the way it should it be, and it was that way for a long time.

Looking back I think the real problem was, the kid helping me couldn't sell. I had the Vector 6 on three times and looked right at him and said I really like the way this fits. Right there is where the salesperson needs to sell me on how much better a pad it is over the Vector 4, and that the extra money would be well spent. A few years ago, I would have walked out of that shop with the Vector 6 under my arm and a smile on my face, not empty handed and pissed off. Back then, it wasn't a bunch of high school kids working the floor part time.

[cougarscaptain87 13]

QUOTE (jrhky36 @ Sep 14 2008, 12:33 AM)

QUOTE (JR Boucicaut @ Sep 14 2008, 12:15 AM)

I once worked for a retailer and was screamed at up and down because the customer wanted an Easton high-end glove without the Wrist Wrap. I told him that it would be the 800 and that we can order it for him. He left. I then got bitched out because I was there to "make the register ring" and to sell what we had. Little did they know that he then came back and bought XXs.

a store in det?

Yeah, you know the one. They did you dirty once.

my buddies or the company that i wasnt good enough for?

[chippa13 1844]

I think he's in the New England area and while I won't say what shop I think it was, it probably rhymes with Sure Sockey.

[JR Boucicaut 3810]

I once worked for a retailer and was screamed at up and down because the customer wanted an Easton high-end glove without the Wrist Wrap. I told him that it would be the 800 and that we can order it for him. He left. I then got bitched out because I was there to "make the register ring" and to sell what we had. Little did they know that he then came back and bought XXs.

a store in det?

Yeah, you know the one. They did you dirty once.

oh that one, i was thing the 1st one

No, you're right...

QUOTE (jrhky36 @ Sep 14 2008, 12:33 AM)

QUOTE (JR Boucicaut @ Sep 14 2008, 12:15 AM)

I once worked for a retailer and was screamed at up and down because the customer wanted an Easton high-end glove without the Wrist Wrap. I told him that it would be the 800 and that we can order it for him. He left. I then got bitched out because I was there to "make the register ring" and to sell what we had. Little did they know that he then came back and bought XXs.

a store in det?

Yeah, you know the one. They did you dirty once.

my buddies or the company that i wasnt good enough for?

The latter

[cougarscaptain87 13]

that sounds about on par for thoes guys, any luck with the job hunts?

[stick9 905]

Just curious, are you in the US or Canada?

I'm in the US, west of Boston MA.

[Powerfibers 8]

Good service is always worth the extra money.

I am wondering though if this case was one where the item was cheap and the other shop was 5 minutes away? If so, it would not be worth it for them to get the item when you could easily take the drive over? Does that make sense?

[Rags81 0]

With that being said, I think that shows the difference between US and Canadian stores (the majority at least; DS50 & jimmy, relax).

A large majority of the Canadian stores I've been in have employees of an "older age (i.e. +25yrs old), whereas in the US, it is the 16-20 year old that is not only the employee, but, in many cases a manager because the owner is simply not there.

The manager is told to "sell what we have" and shy away from custom orders and passes that onto the employees, thus, the situation that happened to you.

Now, with regards to it being said in front of you, well, that is how most of these stores are run. They have inexperienced management leading inexperienced employees, all of whom think they know oh so much.

As far as saying it to your face, in my book, it's worse that he said it "under his breath" and yet you still heard it! My business most certainly would be going elsewhere!

Lastly, many of the stores in the US are the "mom & pop" shops that open up simply because "lil Johnny" has decided to play hockey and mom/dad feel that they can not only save some money on lil Johnny's gear, but, maybe make a few bucks. In a few years, lil Johnny gets a car and discovers girls (that fit rather nicely into the back seat) to be more interesting. He stops playing hockey, the store shuts down, usually leaving the vendors with no goods to recover and the retailer's bills unpaid.

Multiply that by the 20 or so stores that are closing each year and then ask yourselves why hockey equipment costs what it does.

stick9, I'd find a new retailer that wants your business.

I'm in the US, west of Boston MA.

That sums up about my friends and my experiences at some shops.

I wish i lived near Hockey Monkey or a Pro Hockey Life.

If only one of those two would open up a mega store near by, i would be in heaven. They have great customer service, and great selection.

[Spreedizzle 1]

I think that that is honestly the first time that I have heard "Hockey Monkey" and "great customer service" in the same sentence.

[Rags81 0]

I think that that is honestly the first time that I have heard "Hockey Monkey" and "great customer service" in the same sentence.

Maybe it's because i live so far away from them? But they typically give me good service.

[sogaduch 0]

I think that that is honestly the first time that I have heard "Hockey Monkey" and "great customer service" in the same sentence.

Same here but the "Pro Hockey Life" name

[jimmy 194]

With that being said, I think that shows the difference between US and Canadian stores (the majority at least; DS50 & jimmy, relax).

A large majority of the Canadian stores I've been in have employees of an "older age (i.e. +25yrs old), whereas in the US, it is the 16-20 year old that is not only the employee, but, in many cases a manager because the owner is simply not there.

The manager is told to "sell what we have" and shy away from custom orders and passes that onto the employees, thus, the situation that happened to you.

Now, with regards to it being said in front of you, well, that is how most of these stores are run. They have inexperienced management leading inexperienced employees, all of whom think they know oh so much.

As far as saying it to your face, in my book, it's worse that he said it "under his breath" and yet you still heard it! My business most certainly would be going elsewhere!

Lastly, many of the stores in the US are the "mom & pop" shops that open up simply because "lil Johnny" has decided to play hockey and mom/dad feel that they can not only save some money on lil Johnny's gear, but, maybe make a few bucks. In a few years, lil Johnny gets a car and discovers girls (that fit rather nicely into the back seat) to be more interesting. He stops playing hockey, the store shuts down, usually leaving the vendors with no goods to recover and the retailer's bills unpaid.

Multiply that by the 20 or so stores that are closing each year and then ask yourselves why hockey equipment costs what it does.

stick9, I'd find a new retailer that wants your business.

I'm in the US, west of Boston MA.

Now SRI, why would you assume I'd get my panties all in a bunch. I fully agree with you! Most Canadian stores take hockey seriously and most US stores do not. That's why they fail, even the big chain hockey stores. Customers aren't stupid. They know when they walk in a store and the kids and manager are all ignoring them, what kind of service they can expect. I've known for a long time, you can't hire kids and you can't hire "managers". Nothing can replace the owner, the owner is the only one who truly cares. Yes, you can hire good employees but if they are left alone without direct supervision by the owner, eventually the service will deteriorate.

Not all mom and pops are hockey dads who think they can make a quick buck.. Some are dedicated to hockey, have played hockey their whole life and UNDERSTAND what hockey and hockey equipment means to customers. I'll never forget the time a customer was flabbergasted why my wife would not sell the person a new helmet for their kid. All the kid's current helmet needed was to be expanded by opening the screws to fit correctly. That customer would never forget, we just weren't there to make a sale. (which we could have real easy). They became a customer for life. The local chain store told them they needed a new helmet.

Canadians are serious about hockey for the most part. I can tell this because I sharpen skates all over the US and world, but get very few from Canada. Less from there than anywhere else in the world. Why? Because they can get a good sharpening from a local professional. Not a kid, not a high school dropout. It's all about priorities, is it just profit or do you love the game.

[VakarLajos 5]

You're not being touchy at all!

One of the reasons LHS (including mine) can justify a higher price than online stores is customer service. So, if you can't offer that then you should be losing business to the HockeyMonkeys and Giants.

This isn't even "going the extra mile" IMO, it's doing your job. If you're able to get the item for a customer then you get it. Those guys just told a customer his business is not important. Really? then **** you and your store.

The only time I even think about doing something like this is when I'm 99.999999% sure that the customer has no intention of buying at our store. Even then I go through with it because I'm not always right.

LHS that don't give good customer service right now are asking to be in the red.