What is the line you draw for patronage of a shop?

[fjpatrum]

I'm lucky in that I have a good 10-15 shops within a 30 minute drive of my house or my office. Probably double that if I go up to an hour drive. I've been into probably 6 or 7 of those shops now and I find it quite interesting what salespeople (sometimes shop owners sometimes not) will tell me.

I was recently told by a shop employee that he couldn't sell me service kits (which I expected) unless I was a certified technician. No big deal, but then he told me he couldn't even sell them to me if I was certified because certified techs "aren't allowed to do service at home, it MUST be done in a shop", which is utter nonsense. He said he'd "have to hire me" if I were certified and wanted to work on anyone's regs but my own, which might be true, though I doubt it.

Same employee, while completely nice and very well-meaning, also kept trying to sell me a Scubapro X-Tek Form harness despite me explaining to him several times that I wanted to look at the DSS wing attached to said harness and I already dive a hog style harness.

I bought a couple of minor items and went about my day but I got to thinking about my "preferred" LDS versus the other shops I've recently visited here locally and what I like or don't like about each.

I personally don't mind a "hard sell" occasionally, mostly because it never works on me but I don't like being lied to deliberately. Now, I don't know that the employee in question knew he wasn't telling accurate information, (maybe my information is completely wrong about service techs) so I'm not holding that against the shop, but if it happened again, I'd not be back.

I've never been treated to blatant rudeness or "your gear is crap" kind of attitudes in any shop I've been into, despite me having a cobbled together mish-mash of gear mixed with homemade parts. Most folks do look at me a little funny, but they try to respect my choices (at least in front of my face) without making disparaging comments. Blatant rudeness I won't tolerate.

Poor service, either customer service or actual workmanship on service are what I have a hard time with, along with unexpected delays. If you tell me two weeks to get my gear then it should be two weeks or I should get a warning phone call. I shouldn't walk in to pick up and get told "oh, that's not ready yet".

Some people will not tolerate a hard sell, others don't even notice it. I notice but generally don't mind unless it happens every time I walk into a shop. I don't tolerate misinformation given to me or other customers (deliberately).

What's your line? What makes you choose one shop over another, or rather, what makes you choose not to patronize a particular shop?

 

[redacted]

I do not like being lied to. Won't sell me parts, I can accept; but I will take my business elsewhere as much as possible. "Can't sell me part" will probably bring about a little discussion if I have the time. If the "can't" is because the owner policy is not to, then I don't see a lie; but may opt to discuss it with the owner. If it carries the reason of mfgr policy or insurance restriction, my caution light goes on. I have yet to see the insurance policy clause or the dealer agreement that prohibits parts sales. When I send other divers to some LDS, it is one that has not lied to me.

 

[Jim Lapenta]

One line that I am authorized to service clearly stated that it must be done in a shop and they will not sell me parts directly. I can get parts through a couple sources though. But because of this I am phasing out the regs. May keep one that I have kits for a couple more services but will not buy any more of those regs.

Trying to oversell me or my students will also result in no business for that shop.

 

[krawlings]

I LIKE BEING TREATED LIKE MY BUSINESS AS IMPORTANT WITHER I SPEND $5 OR $500.I like a friendly owner /sales personI like when they take the time to ex-plane why and why not a peace of gear is better or not. and willing to work out a deal on a purchase. AND YES NO NOT LIE TO ME. Or insult me or my gear or what type of diving I like to do

 

[TSandM]

I don't like rudeness, anywhere, from anyone, and even one experience of rudeness in a business will make me at least try to take my business elsewhere, if there are options.

I don't like liars or people who make what seem to be solid statements about things which are at best unknown. This includes, "Your product x will be in on Wednesday," when the shop hasn't ordered it or has no idea when it will arrive. A couple of half hour drives to pick something up, only to discover that it isn't there, will send me elsewhere for my goods, especially if you can't ever raise anyone on the phone to find out if your stuff is there or not.

What I really LIKE is a shop that will help me get what I want, and will provide advice on my choices if (and only if) I ask for it -- or if they have solid information to offer that might affect my choices. That doesn't include telling me that 7' hoses are "tech s*&(" and I don't need one

I was shaking my head last night, after listening to my husband dealing with the company that made his dry suit. Customer service in the dive industry is, in my experience, bafflingly rare. Companies that manage it have INCREDIBLE customer loyalty, simply because we're so surprised when it happens!

 

[MXGratefulDiver]

What makes you choose one shop over another, or rather, what makes you choose not to patronize a particular shop?

I'm fortunate to have good relationships with a number of shops ... one in particular that gets the majority of my business, but several that I try to give some business to just because it's in my best interest for them to be there for me or my students. My criteria would include ...

- Treat me with the same respect you expect from me in return.
- Don't lie to me.
- Don't treat me like a child or an incompetent.
- A smile goes a long way toward making me feel like you want me in your shop.
- If you don't know, or don't carry it, say so. I won't hold it against you.

... Bob (Grateful Diver)

 

[Starcruiser]

I guess I'm with the majority here... I appreciate a shop that gives me the straight skinny on what they have to sell and doesn't treat me like a walking checkbook or debit card. A hello when I walk in, even if they're busy goes a long way. Honest advice on gear they don't sell will also garner points. I research gear prices that I'm going to buy both at other shops and online, so don't try to make all of your quarterly profits off my purchase. I'd just as soon buy locally so I have a place to gripe or get training on what I buy, but I won't pay way over what I can get it elsewhere for.

 

[g1138]

I like a shop that's friendly, says hello to you when you walk through the door even if they're with another customer.
I like employees that will explain to you why you should buy a piece of gear or why your gear is inadequate. Big bonus point if they give you options and explain the pros and cons of each.
Most importantly I like an employee who will hold a discussion with you and not just throw a sales pitch.

I don't like employees who have no idea of what they're talking about, and it's pretty obvious if you yourself know your stuff.
I'd rather have an employee say, "I've heard" or "I'm not familiar with this" rather than try to come off like they actually know the in's and out's of a product.

 

[grantwiscour]

I like my LDS. There are a few other LDS's in the area where I go from time to time. I like the people there but my primary LDS has the best pricing and selection.

With a scuba retailer or any other retailer/supplier I need them to be reasonable friendly, helpful when needed and follow-up where necessary.

I recently had a guitar in the shop for a replacement pickup. I called and stopped by several times to see if it was ready. With each contact they told me that they'd call when it was ready but that they were having a problem getting help from the Mfr. Rep. After five weeks, I gave up on them and picked up my guitar. After one email and one phone call I had the part on it's way to me. I'll have to take it to another shop for installation but after the C.F. with the original store I think I'm better off....poor service will cost them future sales...unfortunate for them because I like to buy guitars and guitar supplies almost as much as scuba gear.

Be polite, respectful, helpful and competitively priced and I'm an easy customer to sell products.

 

[surf-fur]

One of my biggest things is feedback. I am a big fan of giving negative feedback so businesses have a chance to improve. Unfortunately I will usually take my business elsewhere at the same time given other options.