Major Industry Change re: Online Scuba Sales....

[ReefHound]

You may not need to buy tons of gear to make a few friends at a dive shop but I get where RJTY is coming from. Experienced divers know where to go for dive buddies. Scubaboard, dive clubs, etc.

That's a good point, that the online/LDS issue is affected by one's experience level. Maybe a new diver shouldn't be buying their first kit online but an experienced diver who's familiar with equipment might not need the extra hand holding or "service".

Customer service is also a two way street. I am way nicer to people who are nice to me and respect what I am trying to do in my dive shop. If they do not show loyalty, then why should I?

This is the only part that bothers me. How do you define "loyalty"?

I just think a lot of dive shop owners do not visit this board and ultimately no one knows that they are doing out there.

Too bad, more should visit this board and then they might better know what divers are doing out there.

 

[royalediver]

Very few thing one buys are "life support" equipment-assemble it or use it wrong, you could die. The support services required in the diving business are substantial. If the customers look to a price only basis this industry will collapse. I doubt that that a new business model can be develped fast enough for most to survive the transition. Without dive stores and its' instructors where will the next generation of divers come from, surely not from the few independent instructors looking to make a few extra bucks in their spare time to pay for their diving habit- I would't want to invest in that business model.

One things for sure, the market is changing, and PADI is always the last to rollover. I remember when they said they would never teach Nitrox! I'm in the business and have watched the changes and have done very well but I'm glad I'm on my way out of this business and not on my way in. The future holds more challenges than promises.

P.S. I just went online and Googled parachutes and did't find any online sales as compared to diving equipment

 

[Debraw]

By loyalty I mean, if you come into my shop get all the information, and I can match or beat your online price then I expect you to purchase from me. I also determine loyalty by giving me first crack at something you intend on purchasing. I am still amazed how many people will assume they can get it cheaper simply because ".com" is attached.

 

[RJTY]

That's a good point, that the online/LDS issue is affected by one's experience level. Maybe a new diver shouldn't be buying their first kit online but an experienced diver who's familiar with equipment might not need the extra hand holding or "service".




This is the only part that bothers me. How do you define "loyalty"?




Too bad, more should visit this board and then they might better know what divers are doing out there.

In my experiences, my loyalty and support to the LDS has earned me many perks that cant be made up for in price from online. It isnt only with diving. My local grocery store is a chain that I normally dont like. I enjoy shopping here though. The meat cutter knows me and is very friendly, the ladies cooking by the aisle with samples always smile and chat. It makes my day better. I pay more, and dont even like this chain of stores. Same when I go out to eat. I dont take out a tip calculator. I tip well. I may not be able to eat out as much because I do, but when I go back, I get great service. If it was not for an LDS that took the time to train me in a way that made it a fantastic experience, I would not be diving. They derserve some support, IMO.

 

[ReefHound]

Very few thing one buys are "life support" equipment-assemble it or use it wrong, you could die. The support services required in the diving business are substantial. If the customers look to a price only basis this industry will collapse. I doubt that that a new business model can be develped fast enough for most to survive the transition. Without dive stores and its' instructors where will the next generation of divers come from, surely not from the few independent instructors looking to make a few extra bucks in their spare time to pay for their diving habit- I would't want to invest in that business model.

There you have it folks, most of the worn out (and laughable) scare tactics the LDS have been unsuccessfully throwing out for years, all in one concise paragraph.

P.S. I just went online and Googled parachutes and did't find any online sales as compared to diving equipment

P.S. I hope your diving skills are better than your google skills. Here's an extensive list. Example: Dropzone.com - An auction service where skydivers can buy and sell new and used gear.

Virtually all parachute gear is sold online. Seen a LPS (Local Parachute Shop) lately?

 

[ReefHound]

By loyalty I mean, if you come into my shop get all the information, and I can match or beat your online price then I expect you to purchase from me. I also determine loyalty by giving me first crack at something you intend on purchasing. I am still amazed how many people will assume they can get it cheaper simply because ".com" is attached.

That's perfectly fair. I'm relieved to hear that, I was started to fear the "absolute blind loyalty" definition many LDS seem to use.

By the same token, if you say you will try to match prices (I don't expect you to be able to every time) then you better try in good faith. Don't just say it to get people in the door or on the phone where you can them upsell them on the service. If one repeatedly gives you first crack and all they ever get is an explanation on why your higher price is justified, you can't be surprised if they eventually stop giving you a crack at all.

And this is speaking purely hypothetically and generally, I'm not suggesting your particular offer is anything less than sincere. It merely reflects the "on guard" approach I've learned to take with an LDS.

 

[Thalassamania]

I just went online and Googled parachutes and did't find any online sales as compared to diving equipment

I just googled: +parachutes +"for sale" and I get 700K hits. +Scuba +"for sale" yield about 2,000K hits. sure there's more in diving, but the parachuting numbers are not insubstantial.

 

[plot]

Customer service is only worth so much.

That being said, oftentimes people forget that customer service is worth SOMETHING. I spend as much as possible at my LDS, but I'm not a rich man, so I also opt for online purchases on things where I'll save hundreds instead of maybe $50.

The expensive things I've bought (like my regs), I've bought at my LDS becuase I knew they'd need servicing sooner or later and my LDS offers a discount on servicing/rebuilding regs bought at their shop. (Great idea for your LDS owners out their... good selling point for those internet shoppers checking out your inventory before they go home and order.)

I also like paying for expensive things in person becuase, lets face it, it's comforting knowing there's a real live person you can yell at if something doesnt work right

 

[JungleJoe]

Yeah , and what happens when that great LDS you have supported for years goes belly up ?????

Where did your investment go?

tis just a thought.... a what if .........

 

[mdb]

Yeah , and what happens when that great LDS you have supported for years goes belly up ????? where did your investment go? tis just a thought.... a what if .........

A new store/model will emerge, Life moves on.