Hey Guys
Just wanted to share a very interesting experience this week. To keep this constructive, I'm not going to name names.
Like many of you, Ive spent megabucks on tackle over the years and generally stick with one store. It's probably the best known in the Southern Suburbs (will say no more) and I've personally spent about 30-40k there since I started fishing. I also love the chats and see the folks there as friends really.
So lately I noticed some cases where they are much more expensive than other tackle shops in CT. In one case it was a small item in another case a big one.
So I point this out - very decently and just giving customer feedback - even going so far as to suggest what they can do to keep their pricing competitive e.g. direct imports since they do big volumes.
Now bear in mind all the while I am still buying from the store, so not looking for discounts or special treatment, plus they know me personally and know that I am solid.
So what happened? Not even a "thanks for letting us know" or "here's why our pricing is different" or "we're sorry to hear that but there's not much we can do but will keep trying".
Nothing. Pretty much just "oh well, we don't really care as we make enough money on the small items and on other stuff and if customers want to buy elsewhere we're not bothered" (pretty much in those words).
Regardless, we still chat about it a bit and I leave there there greeting everybody and thats that. Yip, exactly like that and I'm actually amazed I did not get upset.
So, it means this:
1. Your loyalty over the years means nothi g to us, even in a depressed economy and even if you have plenty to spend;
2. We are milking our customers enough on the other stuff;
3. We are not bothered about competitor pricing;
4. Go somewhere else if you want.
So I did. Ended up at a store in the Northern Suburbs (no names again). So I go for braid and - you guessed it, 30 mins later end up spending R2500 on a reel and braid and might spend another R3000 on a rod there just because I am an unrehabilitated tackle slut (moments like these the missus is glad we have separate accounts. Not as glad as I am when she goes shoe shopping).
But here's the difference in customer treatment.
1.They did not have the reel in stock but I paid for it as they were expecting same day delivery.
2. It did not come and I'm feeling like the Gods are targeting me
3. The okes call me, feeling all bad. So now what? They offer me the bigger size, more expensive, at no extra cost;
4. And the kicker - they drop it off for me, all boxed and spooled, and get it in time for the weekend. All with a smile and repeat apologies.
Omg. What a contrast. Needless to say I am probably going to be spending my money there in the years to come. Best part is it's an owner operated business and it shows when guys have a skin in the game.
I know service varies from place to place and person to person and we've all had similar experiences at some point, but Fcuk Me, reasonable pricing, decency and customer service still counts in my book and any business that does not give a crap about that can count me out.
So compare prices (really, you might be shocked), insist on decent service and treat your own customers and business partners they way you would want to be treated.
Right, now where is that new reel I just bought. I hear some fat gallie and belman calling my name.styw::
PS - please keep any comments constructive. I'm not interested in defaming people, playing the race card or any other crap.
Just wanted to share a very interesting experience this week. To keep this constructive, I'm not going to name names.
Like many of you, Ive spent megabucks on tackle over the years and generally stick with one store. It's probably the best known in the Southern Suburbs (will say no more) and I've personally spent about 30-40k there since I started fishing. I also love the chats and see the folks there as friends really.
So lately I noticed some cases where they are much more expensive than other tackle shops in CT. In one case it was a small item in another case a big one.
So I point this out - very decently and just giving customer feedback - even going so far as to suggest what they can do to keep their pricing competitive e.g. direct imports since they do big volumes.
Now bear in mind all the while I am still buying from the store, so not looking for discounts or special treatment, plus they know me personally and know that I am solid.
So what happened? Not even a "thanks for letting us know" or "here's why our pricing is different" or "we're sorry to hear that but there's not much we can do but will keep trying".
Nothing. Pretty much just "oh well, we don't really care as we make enough money on the small items and on other stuff and if customers want to buy elsewhere we're not bothered" (pretty much in those words).
Regardless, we still chat about it a bit and I leave there there greeting everybody and thats that. Yip, exactly like that and I'm actually amazed I did not get upset.
So, it means this:
1. Your loyalty over the years means nothi g to us, even in a depressed economy and even if you have plenty to spend;
2. We are milking our customers enough on the other stuff;
3. We are not bothered about competitor pricing;
4. Go somewhere else if you want.
So I did. Ended up at a store in the Northern Suburbs (no names again). So I go for braid and - you guessed it, 30 mins later end up spending R2500 on a reel and braid and might spend another R3000 on a rod there just because I am an unrehabilitated tackle slut (moments like these the missus is glad we have separate accounts. Not as glad as I am when she goes shoe shopping).
But here's the difference in customer treatment.
1.They did not have the reel in stock but I paid for it as they were expecting same day delivery.
2. It did not come and I'm feeling like the Gods are targeting me
3. The okes call me, feeling all bad. So now what? They offer me the bigger size, more expensive, at no extra cost;
4. And the kicker - they drop it off for me, all boxed and spooled, and get it in time for the weekend. All with a smile and repeat apologies.
Omg. What a contrast. Needless to say I am probably going to be spending my money there in the years to come. Best part is it's an owner operated business and it shows when guys have a skin in the game.
I know service varies from place to place and person to person and we've all had similar experiences at some point, but Fcuk Me, reasonable pricing, decency and customer service still counts in my book and any business that does not give a crap about that can count me out.
So compare prices (really, you might be shocked), insist on decent service and treat your own customers and business partners they way you would want to be treated.
Right, now where is that new reel I just bought. I hear some fat gallie and belman calling my name.styw::
PS - please keep any comments constructive. I'm not interested in defaming people, playing the race card or any other crap.
