My LDS is somewhere where I'll call before a dive and ask what conditions have been like that day.
Or I 'll stop by after and get my cylinders filled, grab a cup of coffee from around back and shoot the breeze with whomever works there. We'll talk about classes coming up, new gear, articles we've read, things both good and bad that other shops or dive ops are doing, show off some new gear or a new technique we learned, or whatever else seems topical. New divers who walk in are generally introduced all around and included in the discussions. I know of a couple of lifelong dive buddy relationships that started that way. It's also a place where we stop by to brag on our lobster or spearfishing catch, or show off a particularly nice UW photo.
Any discussion about new gear is always within our agreed-upon parameters: They'll try to match any online price, but will only discuss it on a case by case basis.
In the time I've been dealing with them, only once have they said "that's a really great deal - we can't match it and you should buy it quickly while they still have it in stock." They gave me this advice after figuring out they couldn't match it and calling a couple of competing LDS in the area to see if THEY could match my Internet price.
They have thrice looked at what I found on the Internet, and then sold me something from stock that was a newer model of the same item and matched the Internet price.
With regard to service, they've saved me money over how I was getting equipment serviced a couple of times, and several times I got out of the water 5 minutes before their closing time, called them quickly and had them agree to stay open til I got there because my buddy needed a fill for an early dive the next morning. Each time they said they were glad to do so and to feel free if the need ever came up again.
Once my buddy and I stopped by the LDS before going out on a late beach dive where conditions quickly turned especially sporty while we were out. We got out of the water later than expected, exhausted and with sand in horrible places, only to walk up to our cars (the only two left in the lot) and find that the LDS owner came over to the beach after the shop closed to make sure we got in because he knew we were out there alone. While waiting he also stuck a couple quarters in our parking meters as our time had run out.
Yes, it's a business.
Yes I shop on the the Internet, too.
But what I have with the LDS is a relationship - a great customer relationship that requires a little work on both sides.
And yes, I also have a relationship with my wife, thank you. She knows when I'm late getting back from a dive to call the LDS.
