hearing ya mate was in a big chain store on saturday on clayton st midland had 500 bucks to blow ,had to stand at the counter saying VERY loudly that i was gonna put my stuff back and go elsewhere for 10 minutes before i got a response of ''ill be with you in a minute''
was talking to a bird in there buying a tiagra 30 and she recons its always crap service
anyway wakled up the road a bit and was looked after like a king and got a bloody good deal
seems to me it is commonsense, not only for tackle store owners but for every business. Train your staff to interact with your customers as you would like to be dealt with yourself. But as Buz and Grot said, show your feelings with your feet, WALK if you're being disrespected. You work hard for your dollars, give it to somebody who values it.
I dont know about that...opinions vary. If I go into a tackle shop I generally like to be left alone unharrassed, to look, take my time...I know enough about tackle to find what I'm looking for if I'm after something. I don't really like young salesman type fellas trying to sell me shit but fair enough...a warm greeting as you enter does go a long way.
To tell the truth Woody i am the same, i like a greeting, but otherwise usually like to be left alone as i usually know what i want. If i do want help i usually ask. But in instances where i am not even acknowledged i usually like to wait and see if they will approach me, to gauge whether or not i will spend my money there.
But alot of customers that go into any retail store may only have half an idea what they want, or maybe even no idea, so not getting ANY service at all, well it just equals lost profit for the business. I know when i worked in retail, i would greet all customers then observe them from a distance. You can pick up pretty quickly by someones body language if they know exactly what they want, or if they may want some help(same as out at a pub or nightclub hahaha), but dont want to ask, and its really not their job to ask, its the retail salesmans job to ask, thats why they are being paid!
I can honestly say at the shop i used to work at over 90% of people that came in and bought fishing or camping gear were complete newbies, or didnt know exactly what they want. Its all great when ol mate comes in who you know knows his stuff and drops $1000 on gear. But thats one person which if buying high end gear there is not as much a mark up so less profit. You are much better off having 100 people come in and spend $10 each on small items that individually have a small profit but as a % can be almost double. So overall you make more profit of selling heaps of little things that have a high % mark up than 1 big thing that has a low % mark up.
So being polite and nice aside, good customer service with many stranger/newbies/non regulars will bring in much more income than just keeping your ol mate regulars happy. Because if 100 people are happy with a service they will tell alot more people than if one person is happy with a service and tells a few.
Im with you Buz, I refuse to give my money to someone who doesnt offer me good service or at least make the effort. If those guys you mentioned talking on the phone were my employees it would the last days work in a tackle shop they ever did.
The trouble with a lot of tackle shops is the guys who work there start to think they are better and know more than the people who are coming into the shop. Most of them have hardly done any fishing at all and have a limited knowledge of fishing and customer service in general. The major problem though is in the management.. If management was on the ball , they would nip this in the bud quickly, and get rid or the attitude that often shines through these guys. After all that really all they need to have is a good attitude to their work.
Im not referring to any shops in Perth, its just my experience throught Australia in general.
spot on Buz, Like alot of the people on this site I usually know what I want when I head to the tackle shop. It doesnt take much for someone to say gday ask if I need any assisitance or am happy to browse, if I have any questions I will ask. And that is applicable to all retail shopping
Its person to person, You all get awelcome from me[ Maybe not rig]===== I offer to open a hour early for one fisho, So he could get some squid to fish out wide today
Now that single act of opening early for a customer alone would have me coming back again and again. Bloody legend for helping out a fellow fisho like that. And no doubt people will hear about this, and so a good reputation starts to build.
We go to our local tackle shop on Rockie Rd. Fantastic bloke, old fart likes to shop local, support your local TS., We headed off to Carnarvan on the 10th August with two lovely collapsable reels which the owner ordered for us, nice new reels on as well, fantastic, catching fish when we came back to Leeman for a week and a bit.
This tackle shop owner fishes his heart out, has some excellent gear, when he isn't in the shop his wife is their and very knowledable as well, excellent service. I sometimes have to sit in the car or somebody sents me to the car as I'd buy, buy, buy. Had my eye on a lovely little esky which would hold about 8cans, the owner had used this esky and said it kept everything cool all day.
Service to me goes a long way, you don't give me service in any store or depart., store I walk out and spend my money where the service, manners are.
My daughter is a manager of the deli., section in Coles at thornlie square, her sales have sky rocked as she believes in a friendly smile, good manners and most of all acknowledgement of products sold, if she isn't over rapted in a product will tell the customer and leave it to their discretion whether they buy the product. Service is the key to selling your product whether you own a store or manage one.
On the money Buz. A polite aknowledgement is all it takes when coming into the store. Last time I was in one of the bigger chain stores I could see that it was an absolute chore for the girl to even serve me let alone when I asked for a specific Item and was told I could get it at another of their stores. Could they get it store transferred nope not interested. Ah well se you later. You are in the service industry if you can't manage that then you're in the wrong game. Oceanside have it sussed that's why when I need any gear I'll go out of my way to head down there.
Spot on Buz.It seems something so simple is forgotten by so many these days. I get most of my gear from The Fishing shop.The boys there are always friendy and keen for a chat and the service is good.I can't say the same for a few places i've tried nearby.
I agree Buz customer service is so important yet its something most tackle shops seem to forget. Ryan/Oceanside is a m8 of mine but I drive from nor to his shop because his manager and staff actually fish like Ryan and they give good customer service as a few fw members have commented recently. I've been to some shops including the so called experts who gave me the worst service and suprisingly they didn't know there stuff...go figure ... I walked out never go back like u Buz As for the childish bagging of a shop/owner whatever get a life comes to mind. One thing I will say Ryan is used to the select few TV knockers.....he's thick skined and the shops always busy so he's very happy .... lucky bugger is up north fishing again living the dream mate
This Is so true. I have been shopping at the same shop for the past 10 years until recently. Although for a period of time I was working in the industry so didn't need to shop anywhere else. As a regular customer I and my group of friends had established a great friendship and service with a certain worker and were always looked after us. He was move onto another shop and wasn't able to look after us as well so me and my mates decided to try another shop in town. Turns out his prices are cheaper by about 20% so he has got our service!! Anything specialized I need that my local doesnt have I head to Oceanside as I'm friends with Blake there. These guys are really tops! Awesome customer service and no matter how busy it is the guys try to get around to see if everyone needs a hand. Anyways just my two bobs worth.
grot
Posts: 12
Date Joined: 08/08/10
hearing ya mate was in a big
hearing ya mate was in a big chain store on saturday on clayton st midland had 500 bucks to blow ,had to stand at the counter saying VERY loudly that i was gonna put my stuff back and go elsewhere for 10 minutes before i got a response of ''ill be with you in a minute''
was talking to a bird in there buying a tiagra 30 and she recons its always crap service
anyway wakled up the road a bit and was looked after like a king and got a bloody good deal
jigsaw
Posts: 154
Date Joined: 30/07/11
commonsense
seems to me it is commonsense, not only for tackle store owners but for every business. Train your staff to interact with your customers as you would like to be dealt with yourself. But as Buz and Grot said, show your feelings with your feet, WALK if you're being disrespected. You work hard for your dollars, give it to somebody who values it.
meglodon
Posts: 5981
Date Joined: 17/06/10
cost of a smile
the cost of a smile can be significant if you don't greet your customers with one and a warm greeting salutation
woody
Posts: 617
Date Joined: 27/02/08
I dont know about
I dont know about that...opinions vary. If I go into a tackle shop I generally like to be left alone unharrassed, to look, take my time...I know enough about tackle to find what I'm looking for if I'm after something. I don't really like young salesman type fellas trying to sell me shit but fair enough...a warm greeting as you enter does go a long way.
Buz
Posts: 1555
Date Joined: 28/08/07
To tell the truth Woody i am
To tell the truth Woody i am the same, i like a greeting, but otherwise usually like to be left alone as i usually know what i want. If i do want help i usually ask. But in instances where i am not even acknowledged i usually like to wait and see if they will approach me, to gauge whether or not i will spend my money there.
But alot of customers that go into any retail store may only have half an idea what they want, or maybe even no idea, so not getting ANY service at all, well it just equals lost profit for the business. I know when i worked in retail, i would greet all customers then observe them from a distance. You can pick up pretty quickly by someones body language if they know exactly what they want, or if they may want some help(same as out at a pub or nightclub hahaha), but dont want to ask, and its really not their job to ask, its the retail salesmans job to ask, thats why they are being paid!
I can honestly say at the shop i used to work at over 90% of people that came in and bought fishing or camping gear were complete newbies, or didnt know exactly what they want. Its all great when ol mate comes in who you know knows his stuff and drops $1000 on gear. But thats one person which if buying high end gear there is not as much a mark up so less profit. You are much better off having 100 people come in and spend $10 each on small items that individually have a small profit but as a % can be almost double. So overall you make more profit of selling heaps of little things that have a high % mark up than 1 big thing that has a low % mark up.
So being polite and nice aside, good customer service with many stranger/newbies/non regulars will bring in much more income than just keeping your ol mate regulars happy. Because if 100 people are happy with a service they will tell alot more people than if one person is happy with a service and tells a few.
trymyluck
Posts: 908
Date Joined: 06/05/12
Im with you Buz, I refuse to
Im with you Buz, I refuse to give my money to someone who doesnt offer me good service or at least make the effort. If those guys you mentioned talking on the phone were my employees it would the last days work in a tackle shop they ever did.
The trouble with a lot of tackle shops is the guys who work there start to think they are better and know more than the people who are coming into the shop. Most of them have hardly done any fishing at all and have a limited knowledge of fishing and customer service in general. The major problem though is in the management.. If management was on the ball , they would nip this in the bud quickly, and get rid or the attitude that often shines through these guys. After all that really all they need to have is a good attitude to their work.
Im not referring to any shops in Perth, its just my experience throught Australia in general.
Rig
Posts: 2925
Date Joined: 27/12/06
spot on
spot on Buz, Like alot of the people on this site I usually know what I want when I head to the tackle shop. It doesnt take much for someone to say gday ask if I need any assisitance or am happy to browse, if I have any questions I will ask. And that is applicable to all retail shopping
grayzeee
Posts: 2283
Date Joined: 09/07/09
Understand this
Understand this one.
Unfortunately one of my well stocked local stores is staffed by someone who must have had the worlds first personality bypass.
If I spent half as long fishing , as I do reading this bloody forum , I'd be twice the fisherman I am.
sherbert
Posts: 4717
Date Joined: 10/09/06
Some shops not all staff
Its person to person, You all get awelcome from me[ Maybe not rig]===== I offer to open a hour early for one fisho, So he could get some squid to fish out wide today
Assassin landbase fishing club
Buz
Posts: 1555
Date Joined: 28/08/07
Now that single act of
Now that single act of opening early for a customer alone would have me coming back again and again. Bloody legend for helping out a fellow fisho like that. And no doubt people will hear about this, and so a good reputation starts to build.
roberta
Posts: 2773
Date Joined: 08/07/08
Agree fellas
We go to our local tackle shop on Rockie Rd. Fantastic bloke, old fart likes to shop local, support your local TS., We headed off to Carnarvan on the 10th August with two lovely collapsable reels which the owner ordered for us, nice new reels on as well, fantastic, catching fish when we came back to Leeman for a week and a bit.
This tackle shop owner fishes his heart out, has some excellent gear, when he isn't in the shop his wife is their and very knowledable as well, excellent service. I sometimes have to sit in the car or somebody sents me to the car as I'd buy, buy, buy. Had my eye on a lovely little esky which would hold about 8cans, the owner had used this esky and said it kept everything cool all day.
Service to me goes a long way, you don't give me service in any store or depart., store I walk out and spend my money where the service, manners are.
My daughter is a manager of the deli., section in Coles at thornlie square, her sales have sky rocked as she believes in a friendly smile, good manners and most of all acknowledgement of products sold, if she isn't over rapted in a product will tell the customer and leave it to their discretion whether they buy the product. Service is the key to selling your product whether you own a store or manage one.
Ginger Tablets Rock
sea-kem
Posts: 15034
Date Joined: 30/11/09
On the money Buz. A polite
On the money Buz. A polite aknowledgement is all it takes when coming into the store. Last time I was in one of the bigger chain stores I could see that it was an absolute chore for the girl to even serve me let alone when I asked for a specific Item and was told I could get it at another of their stores. Could they get it store transferred nope not interested. Ah well se you later. You are in the service industry if you can't manage that then you're in the wrong game. Oceanside have it sussed that's why when I need any gear I'll go out of my way to head down there.
Love the West!
chrisp
Posts: 1217
Date Joined: 24/05/08
Spot on Buz.It seems
Spot on Buz.It seems something so simple is forgotten by so many these days. I get most of my gear from The Fishing shop.The boys there are always friendy and keen for a chat and the service is good.I can't say the same for a few places i've tried nearby.
shabba
Posts: 484
Date Joined: 26/02/08
Spot on M8
I agree Buz customer service is so important yet its something most tackle shops seem to forget. Ryan/Oceanside is a m8 of mine but I drive from nor to his shop because his manager and staff actually fish like Ryan and they give good customer service as a few fw members have commented recently. I've been to some shops including the so called experts who gave me the worst service and suprisingly they didn't know there stuff...go figure ... I walked out never go back like u Buz As for the childish bagging of a shop/owner whatever get a life comes to mind. One thing I will say Ryan is used to the select few TV knockers.....he's thick skined and the shops always busy so he's very happy .... lucky bugger is up north fishing again living the dream mate
Dhuvinile
Posts: 228
Date Joined: 13/05/12
This Is so true. I have been
This Is so true. I have been shopping at the same shop for the past 10 years until recently. Although for a period of time I was working in the industry so didn't need to shop anywhere else. As a regular customer I and my group of friends had established a great friendship and service with a certain worker and were always looked after us. He was move onto another shop and wasn't able to look after us as well so me and my mates decided to try another shop in town. Turns out his prices are cheaper by about 20% so he has got our service!! Anything specialized I need that my local doesnt have I head to Oceanside as I'm friends with Blake there. These guys are really tops! Awesome customer service and no matter how busy it is the guys try to get around to see if everyone needs a hand. Anyways just my two bobs worth.