Being fair is what this problem is all about. It's nice that you would play mediator to this issue, but it's clearly not your job. I clearly falls on the shoulders of the shop in question. There really are no "minor" incidents in customer service, if you choose to ignore A complaint or problem with a customer. As I said before, In my business, when a customer calls some jobs may seem small or hardly worth while for me address. It is up to ME, to remember that to the caller / potential customer, It IS a problem, and very important to them. In that instant It is my decision as to how I will handle it, and what the person on the other end of the phone will think of me at the end of that call. I can tell you this without blinking. If I was made aware of this kind of public exposure because of something I did, I would have been here in an INSTANT doing damage control. A PM would have been first on the list to the slighted customer, then a public explaniation and promise to follow up on the problem. To me, the most damage done here was self inflicted by the owner not stepping in when he was made aware of this thread.
My experience with North Atlantic Scuba in Marshfield
- Thread starter matt_unique
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yak
Contributor
Since I'm a local boy to NAS, I'm going to let Jeff know about this thread so he can consider responding to it.
yak
Contributor
Tampico_ED
Contributor
Admin please close this post. I believe everyone (perhaphs 1,600+ people) have already made their minds about going or not to this shop.
Thanks
Thanks
RonFrank
Contributor
It is interesting that a 2 minute phone call over 3 year old gloves would result in such strong feelings on all sides!
I would be careful over forming opinions over any of this. There are a lot of idiots in the world. One bad apple and all that.
Gotta Love SB!
I would be careful over forming opinions over any of this. There are a lot of idiots in the world. One bad apple and all that.
Gotta Love SB!
RonFrank
Contributor
I'll play Devil's advocate here.
So an individual calls the shop to inquire about fixing a problem that resulted from them making a purchase at another shop, and then trying to get three year old dry gloves to mate with said new purchase?
My first question would be, why not contact the shop you purchased the drysuit from? They got your business in the first place, so why are you NOT going through them?
The answer is likely because this is an individual who purchases online, has little shop loyalty, and now needs someone local to clean up this small mess.
I agree that being NICE over the phone is a no brainer, but given the call, this is NOT some HUGE opportunity for the Dive shop. Fix my 3 year old dry gloves??
I don't know the shops, or individuals involved, but seriously guys, why would you EXPECT a shop to be drooling over the idea of mating 3 year old gloves with a dry suit you purchased elsewhere?
I would EXPECT to get help from those that sold the dry suit, NOT from some local shop that has nothing to do with this transaction, and has VERY little to gain from any of this.
The fact folks are here beating on this shop is IMO a bit sad.
So an individual calls the shop to inquire about fixing a problem that resulted from them making a purchase at another shop, and then trying to get three year old dry gloves to mate with said new purchase?
My first question would be, why not contact the shop you purchased the drysuit from? They got your business in the first place, so why are you NOT going through them?
The answer is likely because this is an individual who purchases online, has little shop loyalty, and now needs someone local to clean up this small mess.
I agree that being NICE over the phone is a no brainer, but given the call, this is NOT some HUGE opportunity for the Dive shop. Fix my 3 year old dry gloves??
I don't know the shops, or individuals involved, but seriously guys, why would you EXPECT a shop to be drooling over the idea of mating 3 year old gloves with a dry suit you purchased elsewhere?
I would EXPECT to get help from those that sold the dry suit, NOT from some local shop that has nothing to do with this transaction, and has VERY little to gain from any of this.
The fact folks are here beating on this shop is IMO a bit sad.
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Great discussion. There is nothing wrong with voicing out bad experiences in a public forum - this helps weed out bad grains and also reminds the shops to think twice when they feel like slamming the door on someone just because they don't like you or where you are coming from. If there is one thing I learned in business school, it is that one angry customer can be more vocal than a thousand happy ones. :angel:
Such kind of treatment at dive stores should end! Here are a three stories that happened to me (names changed for posterity)...
I place an order with Bubbly Scuba. We did have a long time agreement about a certain discount on these items. Two days later, they inform me that they've ordered the items but are taking away the discount, because I haven't been bringing enough money to the shop and have been paying with a credit card. W T F!!!
I offer to pay cash, since the credit card seems to be the issue and remind them of all the money I've spent with them (perhaps $10000). They still demand the full price. I don't agree to them changing the price after the order was placed, so I tell them that I am backing out of the order. They do have the right to change the terms of our agreement, but not in this manner. I overreacted by canceling the order (the discount in question was something like $40). We both lost on this one for no good reason! How silly! 
Another time I went to Dusty's Dive Shop to get a few items serviced (which I had purchased from Dusty's). I had spent a lot of money with them in the past (perhaps $6000 worth of gear and $1000 of classes). While they were overall professional with me, there was this one employee who frowned at me: "I heard that you are taking a class with Stinky's Scuba. So, what are you doing here?". Geez! :shocked2: I chose to ignore the remark.
Finally, on the island of MukiWaki we are trying to find a popular shore diving site on the other side of the island from where we reside. We can't quite find the place, but come across a dive shop in the area. We stop to say 'hi', ask them to directions, and check out what they have. When we ask about the dive, the woman on the counter lights up. The conversation goes something like:
She [friendly]: Sure, we can take you there, how many divers do you have and how much gear do you need?
Me [politely]: Thank you. We are already geared up for the dive. We are just trying to find the spot. It should be right around here somewhere...
She [edgy]: Where did you get your tanks from?
Me [confused]: From Best Ever Divers
She [irritated]: Didn't they tell you how to find the dive site?
Me [politely]: Sure, they did. But we are still not sure exactly where it is...
She [interrupts]: Then why don't you go ask them for directions?
Woo! This is where I can rightfully walk out or be aggressive with her. However, I decide to try to defuse the situation with some diplomacy...
Me [politely]: Our shop is on the other end of the island. Do you have a dive guide book of the island in stock?
She [confused]: Well... We do.
Me [politely]: Can I take a look at the book?
She hesitates for a moment whether to send me to hell or to oblige. She decides on the second.
She [softening]: Here's a copy.
The book turns out to be really nice - it has great map of the dive site with directions. The dive site turns out to be just around the corner from the dive store.
Me: This is a great book. And it has all the info we need. I think I am going to buy it...
At this point I hand her the money, the woman is again super friendly and offers a tip about the dive spot. I am happy that I got a great book with all the information I can possibly wish with about all the major dive sites. She is happy that I spend some money. We part as friends. We quickly locate the dive site just around the corner - it is crowded with divers.
While the woman's emotional start could have led to a rather disappointing situation, she did choose to stay on the professional side when I offered her a second chance and we ended in a mutually beneficial outcome. :cool2:
Lessons learned... When things start getting heated up, try to break the cycle and give people the chance to come out with their dignity intact. Chances are that they will take the hint. In retrospect, this is what I should have done in the first story. :cool2:
And to all retailers: Please do be friendly and professional to all customers at all times. Do make every customer feel welcome, even if they are coming from your competitor. Don't criticize the customer, don't be condescending.
Such kind of treatment at dive stores should end! Here are a three stories that happened to me (names changed for posterity)...
I place an order with Bubbly Scuba. We did have a long time agreement about a certain discount on these items. Two days later, they inform me that they've ordered the items but are taking away the discount, because I haven't been bringing enough money to the shop and have been paying with a credit card. W T F!!!
I offer to pay cash, since the credit card seems to be the issue and remind them of all the money I've spent with them (perhaps $10000). They still demand the full price. I don't agree to them changing the price after the order was placed, so I tell them that I am backing out of the order. They do have the right to change the terms of our agreement, but not in this manner. I overreacted by canceling the order (the discount in question was something like $40). We both lost on this one for no good reason! How silly! Another time I went to Dusty's Dive Shop to get a few items serviced (which I had purchased from Dusty's). I had spent a lot of money with them in the past (perhaps $6000 worth of gear and $1000 of classes). While they were overall professional with me, there was this one employee who frowned at me: "I heard that you are taking a class with Stinky's Scuba. So, what are you doing here?". Geez! :shocked2: I chose to ignore the remark.
Finally, on the island of MukiWaki we are trying to find a popular shore diving site on the other side of the island from where we reside. We can't quite find the place, but come across a dive shop in the area. We stop to say 'hi', ask them to directions, and check out what they have. When we ask about the dive, the woman on the counter lights up. The conversation goes something like:
She [friendly]: Sure, we can take you there, how many divers do you have and how much gear do you need?
Me [politely]: Thank you. We are already geared up for the dive. We are just trying to find the spot. It should be right around here somewhere...
She [edgy]: Where did you get your tanks from?
Me [confused]: From Best Ever Divers
She [irritated]: Didn't they tell you how to find the dive site?
Me [politely]: Sure, they did. But we are still not sure exactly where it is...
She [interrupts]: Then why don't you go ask them for directions?
Woo!
This is where I can rightfully walk out or be aggressive with her. However, I decide to try to defuse the situation with some diplomacy...Me [politely]: Our shop is on the other end of the island. Do you have a dive guide book of the island in stock?
She [confused]: Well... We do.
Me [politely]: Can I take a look at the book?
She hesitates for a moment whether to send me to hell or to oblige. She decides on the second.
She [softening]: Here's a copy.
The book turns out to be really nice - it has great map of the dive site with directions. The dive site turns out to be just around the corner from the dive store.
Me: This is a great book. And it has all the info we need. I think I am going to buy it...
At this point I hand her the money, the woman is again super friendly and offers a tip about the dive spot. I am happy that I got a great book with all the information I can possibly wish with about all the major dive sites. She is happy that I spend some money. We part as friends. We quickly locate the dive site just around the corner - it is crowded with divers.
While the woman's emotional start could have led to a rather disappointing situation, she did choose to stay on the professional side when I offered her a second chance and we ended in a mutually beneficial outcome. :cool2:
Lessons learned... When things start getting heated up, try to break the cycle and give people the chance to come out with their dignity intact. Chances are that they will take the hint. In retrospect, this is what I should have done in the first story. :cool2:
And to all retailers: Please do be friendly and professional to all customers at all times. Do make every customer feel welcome, even if they are coming from your competitor. Don't criticize the customer, don't be condescending.
ScubaSarus
Guest
Response to RonFrank's post:
"I'll play Devil's advocate here.
So an individual calls the shop to inquire about fixing a problem that resulted from them making a purchase at another shop, and then trying to get three year old dry gloves to mate with said new purchase?
My first question would be, why not contact the shop you purchased the drysuit from? They got your business in the first place, so why are you NOT going through them?"
My response:
Well I think NAS was a dealer of the paticular setup and should have been qualified to do the repair or diagnosis asked of it.
I don't think the problem was caused by the diver buying from another shop as stated. Even if Matt bought from NAS originally, the 3 yr old gloves may still have had a problem that needed diagnosing.
All Matt did was ask for a leak test and any drysuit selling and repairing shop such as NAS should have been capable of performing a basic leak test.
Further more, Matt asked to speak to the manager and was refused, that should have been within the capability if NAS also.
"I'll play Devil's advocate here.
So an individual calls the shop to inquire about fixing a problem that resulted from them making a purchase at another shop, and then trying to get three year old dry gloves to mate with said new purchase?
My first question would be, why not contact the shop you purchased the drysuit from? They got your business in the first place, so why are you NOT going through them?"
My response:
Well I think NAS was a dealer of the paticular setup and should have been qualified to do the repair or diagnosis asked of it.
I don't think the problem was caused by the diver buying from another shop as stated. Even if Matt bought from NAS originally, the 3 yr old gloves may still have had a problem that needed diagnosing.
All Matt did was ask for a leak test and any drysuit selling and repairing shop such as NAS should have been capable of performing a basic leak test.
Further more, Matt asked to speak to the manager and was refused, that should have been within the capability if NAS also.
OP
matt_unique
Guest
I'll play Devil's advocate here.
So an individual calls the shop to inquire about fixing a problem that resulted from them making a purchase at another shop, and then trying to get three year old dry gloves to mate with said new purchase?
My first question would be, why not contact the shop you purchased the drysuit from? They got your business in the first place, so why are you NOT going through them?
The answer is likely because this is an individual who purchases online, has little shop loyalty, and now needs someone local to clean up this small mess.
I agree that being NICE over the phone is a no brainer, but given the call, this is NOT some HUGE opportunity for the Dive shop. Fix my 3 year old dry gloves??
I don't know the shops, or individuals involved, but seriously guys, why would you EXPECT a shop to be drooling over the idea of mating 3 year old gloves with a dry suit you purchased elsewhere?
I would EXPECT to get help from those that sold the dry suit, NOT from some local shop that has nothing to do with this transaction, and has VERY little to gain from any of this.
The fact folks are here beating on this shop is IMO a bit sad.
It's clear from your questions you did not read all the information discussed in the thread. Or you chose not to believe the information already covered, which is your choice.
This was about business 101. You never know what opportunity exists when dealing with a customer. Maybe it's a $75 service job, maybe it's a customer testing the waters to see where they would like to buy a rig. Maybe it was someone who spent $8000 3 years ago equipping their family for diving, or in my case $1500 10 years ago and has since moved back to the area. Maybe it's the president of a 100 member dive club. This is the most basic example of business fundamentals.
I think it's also important to mention the fact that the mods changed the title of the thread. This strikes me as censorship, particularly since they did not disclose the fact that the change was made in the thread itself.
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