Poor service

[diveprof]

Even if the owner does not offer "free" or "discounted" items...please don't disregard his willingness to fix the issue. Many business owners get tired of people constantly trying to work "angles" for free stuff. Allow him to deal with any legitimate issues without having to buy a customers loyalty.

I totally disagree with evaluating the owner based upon him offering you something free or discounted. The issue the OP expressed wasn't related to money...it was poor service. Allow the owners response and actions to dictate your future business with him...not whether he throws free stuff at you. He can throw free stuff at you and never fix the problem, or take you seriously.

Well we will have to agree to disagree. 2 Degrees has a legit gripe. Poor service (confirmed by others) should not be tolerated. Yes the owner needs to know, yes 2 degrees should share his experience. The business maxim holds true, "If someone likes the way you do business, they will tell 2 people. However, if they have a bad experience they will tell 10 people." In today's business climate, the savy business owner will offer a freebie or discount. I'm not saying give away a free setup - that's unreasonable, but he might offer a bit of discount or throw in an accessory free. It is how businesses in other retail operations work. There are too many dive shops/online retailers for a customer to tolerate bad service. My example was with a local upscale semi-fast food chicken restaurant (gosh, I can't believe I described it as upscale and fast food in the same sentence, but that way but that is how this restaurant presents themselves- food is good though). The past several times I called in a pick-up order, I was placed on hold 3-4 times with up to a 10 min. wait. This was crazy! I called the owner. He appreciated my info and said he would address it in his employee meeting later that week. He comp'd me with my next order. The next week and week after when I called, I was not put on hold, phone order was handled promptly and with good service. So it cost him a few bucks. The outcome was that it corrected a problem that may have cost him the business of many customers and would have certainly cost him my business if he did not respond favorably. It is a good business practice. You are a business owner according to your profile so I understand your reluctance to give away anything. However, true customer option/critque has value. 2 Degrees is a customer, so I speak from his perspective. As a customer, it is not my job to correct the problems in your business, but if I do and you offer some tangible compensation, you are more likely to keep me as a customer and will likely be able to correct a problem (s) that are turning other customers away. Business 101. I'll send you my consultation bill

 

[Mopar]

Well we will have to agree to disagree. 2 Degrees has a legit gripe. Poor service (confirmed by others) should not be tolerated. Yes the owner needs to know, yes 2 degrees should share his experience. The business maxim holds true, "If someone likes the way you do business, they will tell 2 people. However, if they have a bad experience they will tell 10 people." In today's business climate, the savy business owner will offer a freebie or discount. I'm not saying give away a free setup - that's unreasonable, but he might offer a bit of discount or throw in an accessory free. It is how businesses in other retail operations work. There are too many dive shops/online retailers for a customer to tolerate bad service. My example was with a local upscale semi-fast food chicken restaurant (gosh, I can't believe I described it as upscale and fast food in the same sentence, but that way but that is how this restaurant presents themselves- food is good though). The past several times I called in a pick-up order, I was placed on hold 3-4 times with up to a 10 min. wait. This was crazy! I called the owner. He appreciated my info and said he would address it in his employee meeting later that week. He comp'd me with my next order. The next week and week after when I called, I was not put on hold, phone order was handled promptly and with good service. So it cost him a few bucks. The outcome was that it corrected a problem that may have cost him the business of many customers and would have certainly cost him my business if he did not respond favorably. It is a good business practice. You are a business owner according to your profile so I understand your reluctance to give away anything. However, true customer option/critque has value. 2 Degrees is a customer, so I speak from his perspective. As a customer, it is not my job to correct the problems in your business, but if I do and you offer some tangible compensation, you are more likely to keep me as a customer and will likely be able to correct a problem (s) that are turning other customers away. Business 101. I'll send you my consultation bill

I will agree. But I would not call it a comp. or give away but an investment in a customer.

 

[diveprof]

I will agree. But I would not call it a comp. or give away but an investment in a customer.

True, so true. you get the point.

 

[diveprof]

In today's diving market, the PRIMARY advantage brick and mortar stores have over internet sales is customer service and the in-person relationships you build. You cannot short change this. In spite of the plethora of online dive retailers, [-][/-]I throw a huge chunk of my diving $ to my LDS. Why???
1. Service - I need a reg serviced for a trip in a week -no problem
2. They are nice folks and attract nice folks-the social value of dive shop should not be underestimated. They sponsor pumpkin carving contests at Halloween, dive season kickoffs/ swim suit fashion shows/cookouts. I can drop by just to chat and feel welcomed!
3. They try to be as competitive as possible - I'll drop a few $ more for an item at their shop just because of the positive experiences - and if there is an issue - they are HERE, not www. Why would I want to take advantage of/push for freebees from friends (get the point)?

Diving Retail 201

 

[GLENFWB]

I generally don't get involved in non-diving related discussions on Scubaboard, generally it is pointless to do so. But I will make a few comments since you misrepresented my comments to the OP. In your zeal to teach your version of Business 101, you totally missed my point. Yes I am a business owner and I work everyday to give our customers a great retail experience. I also teach Customer Service classes to people who have recently become franchisee's. I am very passionate about customer service....I am also saddened by what customer service has become in most retail stores.

we will have to agree to disagree. 2 Degrees has a legit gripe. Poor service (confirmed by others) should not be tolerated. Yes the owner needs to know, yes 2 degrees should share his experience. The business maxim holds true, "If someone likes the way you do business, they will tell 2 people. However, if they have a bad experience they will tell 10 people."

There is no disagreement there. That is why I teach folks to handle all complaints immediately and in person if possible.

In today's business climate, the savy business owner will offer a freebie or discount.

The problem he had was with poor customer service...the owner if he is smart will deal with that and NOT just simply throw discounts or free product at him. You missed my main point to the OP. The "savy (savvy) business owner" will speak with the customer, take his perspective seriously, and make the adjustments he deems necessary. Sometimes that may involve discounts, but my point was evaluate the owner based on solving the stated problem (poor customer service) not on whether he gives you something.

I'm not saying give away a free setup - that's unreasonable, but he might offer a bit of discount or throw in an accessory free. It is how businesses in other retail operations work.

It used to be when people had a problem, they wanted the problem solved. Most people were happy if that was done. Now, what you express is what many people "expect." The mentality is, solve the problem and throw me a bone so I won't bad mouth you to others. It is the world in which we live. You can call that good business, so be it.

So it cost him a few bucks. The outcome was that it corrected a problem that may have cost him the business of many customers and would have certainly cost him my business if he did not respond favorably. It is a good business practice.

You continue to miss my only point to the OP....evaluate the owner based upon the problem being solved...not the discounts given...that was it. My question to you is, if the owner of the restaurant listened to you, took your criticism to heart, solved the problem, but did not offer you free food...would that have satisfied you? Would you have felt like the problem was solved if he did everything but didn't comp. you some free food?

You are a business owner according to your profile so I understand your reluctance to give away anything. However, true customer option/critque has value. 2 Degrees is a customer, so I speak from his perspective. As a customer, it is not my job to correct the problems in your business, but if I do and you offer some tangible compensation, you are more likely to keep me as a customer and will likely be able to correct a problem (s) that are turning other customers away. Business 101. I'll send you my consultation bill

Sorry, I am not paying for that kind of advice. I am a business owner, I am in retail, and I deal with customers everyday. If my employees mess up, I do everything I can to fix it. If the mess up involves money, then compensation is reasonable. But AGAIN, I asked the OP to focus on whether the problem was SOLVED, not if the owner gave him something. You can disagree with that...so be it. I would rather focus on SOLVING THE PROBLEM. Your perspective is quit clear....you want the problem to be solved AND "tangible compensation". I think your version of Business 101 is a modern day perversion of real, or genuine customer service.

 

[2degrees]

I just got some Great service. We went down to Divers Den and they set me up. When I got there they had things set up and ready to go. They adjusted things, added a few more things and worked with me to get what I wanted. Then they let me get in the pool and try it out to make sure I liked it. The other store I mentioned before just chunk-ed it up on the counter and told me most people just put things together at the house.

They set me up with a Dive rite ss bp, single tank adapter (weight integrated) and crotch strap. I am not sure what wing I want. I used one of theirs in the pool. There is a big difference in how free I felt with this set up. All in all it worked out good.

 

[The Kraken]

DiveProf makes a good point.

Although a sales person "represents" the establishment for which she or he works, she or he doesn't necessarily "represent" the attitude of the establishment at all time.

We all have bad days.

Take the issue to the management, not the internet.

An attitude taken by one person should not affect the livelyhood of many.

Think about what the internet can do. "Hey, I went to this store, this person was really crappy!!!"

Now, if the management of the business is very business saavy and is an active member on ScubaBoard, you could say something like, "Hey, I went to ???? the other day and one of their associates was very rude so I went down the street (or to the internet, if you like, which would probably garner more attention) and spent my $700.

I'm not a gambling man, but I'd hazzard a guess that you'd be getting an e-mail from someone.

OK, now the store loses business, they have to lay off 2 or 3 employees. Not too profound of a consequence unless, of course, you happen to be one of the 2 or 3 who were let go.

If you focus on the individual rather than the business, your complaint would be much more effective.

Just my opinion . . .

the K

 

[kalik]

personally had an "experience" with Dive Locker. I talked to Tony and he made it rite. I think that if you dont let the owner know he cant fix the problem. Thats just my opinion

 

[SandyRobinson]

I guess I should call the shop and let them know; I know that anyone can have a bad day. I will do that today and let yall know how it goes.

Can you tell us how the conversation with the owner went? Was he/she responsive to your concerns?

 

[SkimFisher]

Par for the course when dealing with an LDS. Every village has its idiot. Some have more than one.