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BIGBERNARDBRESSLAW's picture
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RE: Hifi stores - is it just me or....?

I can't see anything here to say I can not use it on things they have to order in, unless that's what they mean by subject to availability. But it is available, it's in stock in their warehouse.

Lounge: Panasonic TX-P50GT50 / Yamaha RX-A2020 / Panasonic DMP-BDT110 / Dali Zensor 3 / Dali Zensor Vokal / Mordaunt Short MS20i Pearl Edition / Roksan Radius 5.2 / WDTV My Book Live / Seagate Expansion / Sky HD Box 

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RE: Hifi stores - is it just me or....?

Can't you order it, then when you know it's on the premises, cancel the order.

Then go in and ask for the same item, knowing that they have it Smile

Personally, I've had good experience with RS. They sorted a head to head demo of the Cambridge Audio BD650 and BD751. I spent an hour with the assistant going through a bunch of different discs, CDs, DVDs, Blu-rays etc, to see if there was any difference between them. (There was).

It must be very difficult for shops like hifi shops, guitar shops etc, where they must have loads of shoppers that just want to try out something before buying it cheaper online.

However, such is life, and unless the store can offer more to the customer than just an available plugged-in peice of kit, then they'll all disappear.

Building the bond with the customer is so important.

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RE: Hifi stores - is it just me or....?

mightyquin wrote:
OK I'm not an idiot, and no, I don't expect to find every advertised product in stock, but if you look on a stores website and pick out 6 potential speakers but find NONE in stock then I think that's poor.
A store with every single model from every single range of speakers of the speaker manufacturers they deal with isn't going to last very long. Some ranges/models sell really well, some models don't. You can't have speakers sitting on your shop floor taking up space when they're not selling - that space is needed for something that does - it'll keep you in business. 

Quote:
Yes it is possible to serve more than one person at a time.
While I agree with you, but I also disagree. It depends on what the demands are for both of those customers. One might just be collecting an ordered item, so you can deal with him while another guy is in the demo room. What you can't do though, is stop mid flow during a conversation to start dealing with somebody else - you have no idea what that person is going to ask of you, nor how demanding their enquiry is going to be, as it might be something in depth that requires a lot of time. Then your original customer thinks you're ignoring him because you don't want to be rude to the second customer, so if you excuse yourself for a moment, that second customer might be offended. I feel that the customer you're with should be given 100% focus, and that those that have just turned up should wait their turn, and appreciate that stores do get busy spells where they can only do so much. Of course, when you're in the moment, serving more than one is sometimes needed, and you just do it instinctively. You have to play it by ear, but it can sometimes be a bomb waiting to go off - you can try and do the best you can, but you'll still end up with an irate customer  or a complain against you. I'm not sticking up for RS in this particular situation as I wasn't there, so I can't comment directly on it.

DavidF @FrankHarveyHiFi, Coventry.

"Long is the way, and hard, that out of hell leads up to light"

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RE: Hifi stores - is it just me or....?

I am lucky my old local home cinema shop sold my system so I knew I wanted that one.  Now gone out if business too.

Home cinema system: LG 55EA980W OLED TV,  Pioneer Bdp-lx71, Pioneer Vsx-lx70, B&W FPM Series, B&W PV1.

Gadgets: iPad 2 and iPhone 4s. Dab radio: Roberts Dreamtime.

 

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RE: Hifi stores - is it just me or....?

gel wrote:

I am lucky my old local home cinema shop sold my system so I knew I wanted that one.  Now gone out of business too.

Home cinema system: LG 55EA980W OLED TV,  Pioneer Bdp-lx71, Pioneer Vsx-lx70, B&W FPM Series, B&W PV1.

Gadgets: iPad 2 and iPhone 4s. Dab radio: Roberts Dreamtime.

 

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RE: Hifi stores - is it just me or....?

gel wrote:

I am lucky my old local home cinema shop sold my system so I knew I wanted that one. 

I don't get it, you knew you wanted it simply because that shop sold it?

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RE: Hifi stores - is it just me or....?

DandyCobalt wrote:

Can't you order it, then when you know it's on the premises, cancel the order.

Then go in and ask for the same item, knowing that they have it Smile

No I haven't, but I did consider using the voucher to buy the black (which they had in stock), then ringing them once I got home, saying I'd changed my mind, and wished to exchange for the walnut. Probably wouldn't work though.

I've also considered an email either to their customer service department, or directly to Julain Richer, which might work, but I'd rather go elsewhere now. 

Lounge: Panasonic TX-P50GT50 / Yamaha RX-A2020 / Panasonic DMP-BDT110 / Dali Zensor 3 / Dali Zensor Vokal / Mordaunt Short MS20i Pearl Edition / Roksan Radius 5.2 / WDTV My Book Live / Seagate Expansion / Sky HD Box 

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RE: Hifi stores - is it just me or....?

ROTH AV wrote:

I worked in a M.I./Pro Audio/Musical Instrument shop for 4 years at the beginning of my career (and indeed of time itself).

I had good days and bad days.

It is questionable whether one can adequately serve more than one customer at any one time, simply because it is considered impolite to do so by most people. If someone comes into a shop, they are there for a reason, especially in the case of hifi shops. They are there for professional, experienced advice and would, I believe, expect one-on-one service without any dilution of effort or focus by the salesperson.

At the same time, unlike the USA-style over-friendly, intrusive and fake approach adopted by many poor salespeople (especially in the car industry), I still think that "British reserve" exists, so it is difficult to get the balance right - as a sales assistant does one go for the direct "how may I assist you ?' approach, or does one wait for a request for help ?

Either way, there is no simple answer - so, maybe be a little more patient, ask for help if you need it and if someone blanks you at that point, take your business elsewhere

Let's be nice to those working in the stores.

Without them, we do not have an industry.

 

 

3 years hifi retail for myself, and I agree. When I had a customer in the shop, they had my undivided attention. They made the choice to walk into my shop, so I was going to give them a reason to feel their choice was justified. Plus, I just like shooting the breeze and talking to people, and made a lot of friends and acquaintences out of customers through that job. Heck, I left in April, and even now I still get stopped in the street by my (old) regular customers, delivery drivers and window cleaners!

 

It's interesting that you talk about the US style of customer service, because I've gone to work for a well known US car hire company (why do all companies I work for primarily use green as 'their' colour?). In my hifi retail job, I was told to grab people from outside if they were looking at our window displays! The hard sell was pushed, which is the complete opposite to what I did (10/10 in ERT magazine can't be wrong, eh?) and what my new job preaches. Just thought it was interesting that in my experience, the US company isn't the pushy one.

In terms of being nice to those in stores, absolutely. We're still people at the end of the day, so treat us like one. However, I've not been afraid to get shirty with a customer on occassion if they were being rude, or being exceptionally pushy with discount, especially after hours of demoing (you know what hifi margins are like, and even though our pay was commission based, a DM39 sale would net 16p. Considering I had to make £150 commission before I saw anything over minimum wage, as a staff member with responsibility, the question always seemed like a slap in the face. What is my time, experience and knowledge worth, exactly?). Again, we're still people. Don't treat us like shit. In addition, retail staff aren't just there to serve. They are there to run a shop, and whilst the customer should always come first, there are occassions where something else needs doing.

 

if only everyone went to work in a shop for 6 months, we might not have the problem of a disappearing high street.

 

 

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RE: Hifi stores - is it just me or....?

Deliriumbassist wrote:

However, I've not been afraid to get shirty with a customer on occassion if they were being rude, or being exceptionally pushy with discount, especially after hours of demoing

Customer. Can I have a listen to X ?

Staff.  X just arrived this morning and we haven't unpacked one yet, but if you give us 10 minutes.

(X is unboxed, demo set up. Customer has a listen and a coffee.)

Customer.  Sounds pretty good. Can I take it away for the weekend to have a better listen with my other gear?

Staff. Okay we'll swipe your card and you can have it for the weekend.

(Three days later.)

Customer. Sounded great i'll buy it. But can you tell me what discount I get for it being an 'open box' item?

(Real story.)

 

"We are currently awaiting the loading of our complement of small lemon-soaked paper napkins for your comfort, refreshment and hygiene during the journey."

Deliriumbassist's picture
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RE: Hifi stores - is it just me or....?

chebby wrote:

Deliriumbassist wrote:

However, I've not been afraid to get shirty with a customer on occassion if they were being rude, or being exceptionally pushy with discount, especially after hours of demoing

Customer. Can I have a listen to X ?

Staff.  X just arrived this morning and we haven't unpacked one yet, but if you give us 10 minutes.

(X is unboxed, demo set up. Customer has a listen and a coffee.)

Customer.  Sounds pretty good. Can I take it away for the weekend to have a better listen with my other gear?

Staff. Okay we'll swipe your card and you can have it for the weekend.

(Three days later.)

Customer. Sounded great i'll buy it. But can you tell me what discount I get for it being an 'open box' item?

(Real story.)

 

 

That's ridiculous.

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RE: Hifi stores - is it just me or....?

When i bought my Marantz trio a couple of years ago I made the mistake of wanting it all in silver. Some chains said only have it in black and were not interested in ordering silver ones for me , other stores online on two occasions sent me black when I had ordered silver !

It was beyond the joke really how poor the level of service was from some shops. This was one and a half grands worth of business they were declining !

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