Bill@wa

I recently had a conversation with a sales rep of mine, and he told me that there is no "loyalty" in the retail industry anymore. I was put off to say the least, and swore that I am not going to do business with this company any longer. I like the rep, and for the most part he is just being honest. You see the industry back in the early 90's gave an independent exclusive rights to certain brands in a ??? radius from their shop. Then the "FutureStops" stores moved in and all hell broke loose. margins lost, phony ads, and the volume increased, service decreased.
But things are changing once again, big box stores are in trouble, because they made everything about "best price" wins, and well the internet has been winning this battle. What about the independents, we can't compete on price, so what do we do??? We find Loyal companies, that you can't find at your average box store or internet, return to margin, spend time with the customer (because you can afford too), and give great warranty and service.

If your thinking of a new system, buy from your local independent, we don't mind your "hanging" about (at least I don't), you'll make some new friends and you'll actually find that car audio is alot more fun than just listening to a pair of speakers some guy "liked" on the internet...

Just my two sense (or is it cents)!

Dukk

Both types of stores, independents and chains, have a place in the retail scene. I've met as many ill informed and 'shady' people at either. At the same time, some of the best, most talented, people I have met and worked with have been at either.

I advise people to find gear they like and buy it where they feel comfortable. Forget what the sign on the front of the store says.

splescort

iTrader: (16)

in the industry it all comes down to customer service. price does not mean much per-say.
i would rather pay more to get a top notch install and to get top notch customer service. than to get a smoking deal and a half at it install.
i have worked at both specialty shops and the big box. And i will say you can get great customer service and a great install at both. but there is also the flip side. some sales people and some installers should just not even get out of bed.

Bill@wa

My experience over the years as a owner of a small business, is that the best installers are the ones who have a vested interest in the business -profit sharers, partners....These are the guys who love what they do and are not worried about the paycheck at the end of the day. 5 o-clock is not quitting time, and 9 o-clock is not starting time...if there is work to be done it gets done, and if not, they find something to do....I agree some installers should just not even get out of bed.

Dukk

Again, I have worked at both and seen both kinds of employees at both. An FWIW I have more of a vested interest in the box store I am currently at than the independent I last worked for. Now there was an owner that showed up 5mins before the store opened, closed exactly at 6pm, and was only there for the money.

And our paycheque is completely independent of how much work we do. I'll let that person in that shows up before the store opens or squeeze that last guy in at the end of the day because I want to, not because it is going to pay me any more. We work on cars because we like to.

Ultimately you are dealing with the person on the other side of the counter, not the sign on the front of the store. If they want and earn your business, give it to them. If they can't be bothered, or act like a douche, walk away. I buy from box stores, independents, online, wherever gives me the service I want. Sometimes it's surprising who doesn't..

Bill@wa

Hey Paul,
How do you get good service from buying online? And if you work for a company, wouldn't you buy from them and be loyal to them??? The only reason people buy on-line is for price??? Be Honest now...

wasted911

iTrader: (2)

Ahhhhh so much opinion in this thread. I agree that it comes down to the person someone finds themselves dealing with. I previously worked at a "box" store in sales, and I'd like to think that I've brought over quite a few clients for the fact that I'm honest, fair, and I don't jerk people around. The other half of my job is usually helping out around the community. There's even a few local forums that I do advertise on, frequently post, and go to meets whenever possible. This is something I've encouraged the hell out of to the other employees to do as well. It can be a BIG money maker.

None-the-less, I'm happy to say that we have one of the most dedicated installers in the province.

Dukk

Ah, see now, car audio is not my only vice. I evaporate a lot of my $$ into RC cars. That industry is very similar to ours and offers me great perspective into customer service, especially independents as there are not many chain hobby stores. I have four RC stores local to me and I can tell you this - most of these stores do little to earn my business.

How do I get good service online?

I want PartA. I already know where I can get it online but I truly do like to support locals so I always give them the first shot. I go into local RC store and they don't have PartA. I ask when they can have it and generally it is 4-10days away. Now, I have already checked and can get it in my hands from an online store in 3days but whatever right? So I ask them to order PartA. A week later, no PartA. Another week later, no PartA.. Another week, maybe PartA comes in. Now, whether their fault or not, I could have had PartA in 3days from the online shop. We're not talking a money difference even - in the RC world it is often less than 10% anyway - BUT the "service" that the online shop gave me was having the part and getting it to me as promised. Now I have ordered online and it been disappointing as well - guess what, that vendor no longer gets my business. They did not earn a repeat customer.

Right now today I am looking to buy a new RC kit. Online price is $299 and I can have it in 3days. No shipping costs even. The local guy is $319, but they don't have one and I have been waiting for two weeks now for one that 'is coming in any day'. Good thing for this I am choosing to be patient (I have other stuff on the go to keep me busy) - but at some point my patience will end, I will order the online kit, and my local will lose out, not because of price, but because of service. *edit* I will point out that one of the other local RC shops does have the kit I want but because the owner there always seems completely disinterested in selling anything, guess what, I am completely disinterested in buy from them. Service.

Being in sales for the last 25years at the retail, wholesale, and industrial supply levels, I live service. I don't expect unreasonable things from people but I do expect them to deliver on what they say - whether that is price, leadtime, or whatever else it may be. I do, and if I can't I damned well do whatever possible to compensate for it. I expect nothing more from anyone but will accept nothing less either - and that has nothing to do with where I am or who I am talking to. Again - at the end of the day you are dealing with people and I judge those people on what they do, not where they work.

Lunchbox12

One of the best forum comments I've read in a while.

Bill@wa

I'm proud of you Paul,
Yeah, good answer on the service part. I'll give you a little in-side secret, the reason that it takes so long through an independent, is that the independent usually waits until he has a pre-paid order from the company he deals with...So this is where the shady comes in. I always tell my customers that I don't have it in stock, and that until I have a pre-paid, its not worth ordering just one....9 times out of 10 the part on line is very close to cost, so we are hoping that for $20 you'll get it from us, and if it breaks we can go to the supplier, and they will take care of us. Again buying product is just part of the puzzle, and if you are a do-it-yourselfer...my talents are pointless, and so is this thread.