Scooter Shop Lost a Sale

[juls64]

I bought my scooter at a shop and I believe in supporting local businesses. I am even willing to pay more because I realize stores have overhead and I can't get service work done on the internet.

I have been looking at jackets and went to the shop last weekend. I tried on some things then went to look at some other places. I also compared prices to the internet. A good salesperson could have probably had my money last week. I returned today and they had a little more stock and I was ready to buy. Unfortunately, they were not ready to sell. The staff was not helpful or available. I came home and bought online and saved a bundle.

Too bad, so sad for them!

[Mutt the Hoople]

I hear you. Currently I am underemployed. Before the economy tanked I worked for 14 years at a privately owned gallery. The owner was not a wealthy woman. The place was exquisite and a genuine labor of love. It was not one of those "snooty galleries". We welcomed all until we very sadly closed our doors in June 2004. The whole scene in Mt. Adams changed and we were one of the last of the little shops that dotted St. Gregory St. just a few years before. I always try to buy from local, non-chain stores for the very reason you stated. Because of my financial situation I do not have loads of money to spend. However, I am not cheap. I will save until I can afford what I want. I am nothing short of astounded how often I have received, and how often I have witnessed incredibly bad service. I am not talking on busy days when a place could be understaffed. I mean when I am the only one shopping, or when there might be one other customer. I was looking at modular helmets after I realized my 3/4 might not give me the protection I needed. I bought two Corazzo jackets in the last month. If it am excellent product and it involves my safety, I will spend the money and I don't ask for discounts. I was looking at a $350 helmet and would have bought one that day if SOMEONE would have made an attempt to acknowledge me. Instead they were assisting the much younger a d much thinner young woman who was "thinking" about buying a T-shirt for her boyfriend. And she came in after I did. She left before I did, empty handed. I left empty handed as well with money in pocket and no new helmet.

I ordered mine online too. When will they wake up?
BTW, they should not be so eager to judge a book by its cover.
To paraphrase a line from "Fried Green Tomatos" I am older and I have more insurance ( and I'm ready to spend money) TOWANDA!!!

[JHScoot]

no one is obligated to sell anything for a price lower then what is marked or will make them a fair profit

were these items grossly marked up, or did you simply want a discount or find them cheaper elsewhere?

do you go to Macy's and negotiate the cost of a sweater?

i don't see an issue here unless someone is begging for a customer. doesn't seem the case, here

[LunaP]

no one is obligated to sell anything for a price lower then what is marked or will make them a fair profit

were these items grossly marked up, or did you simply want a discount or find them cheaper elsewhere?

do you go to Macy's and negotiate the cost of a sweater?

i don't see an issue here unless someone is begging for a customer. doesn't seem the case, here

I got the feeling juls was extremely disappointed in the (lack of) customer service.

I'm totally spoiled by having a shop near me run by basically the most awesome people ever. They do a lot for their people. I wish everybody had that.

[Mutt the Hoople]

JHScoot, I think you may have misunderstood. I did not get the impression that the first writer wanted or expected a discount. I did not either. I am willing to pay a little more at a real bricks and motar store. I can't speak for the first writer but my complaint is I do not like to be ignored or not be acknowledged when I go in to a place to purchase an item. I have. Ever been one to ask for discounts etc. I shop at places that I believe are fairly priced. I do not go to places where I think things are overpriced. However, great customer service has a value to me and I will gladly pay a bit more for excellent service rather than order it online even if it is cheaper. I just don't understand how in this economy a business could ignore not just potential customers but potential repeat customers. Treat me nice and I'm as loyal as can be.

[TVB]

On the other hand, I hate to have the sales staff asking me the moment I set foot in the door if I need help finding anything (what, do I look that helpless?) and other ploys to engage me in a conversation (read: sales pitch). Pushy salespeople drive people to shop online too.

It's a balancing act. A good salesperson* recognizes when a visitor wants their help, and when that person wants to be left alone.

*Yes, I've worked as one, and my sales figures and customer feedback were pretty good.

[pdxrita]

On the other hand, I hate to have the sales staff asking me the moment I set foot in the door if I need help finding anything (what, do I look that helpless?) and other ploys to engage me in a conversation (read: sales pitch). Pushy salespeople drive people to shop online too.

It's a balancing act. A good salesperson* recognizes when a visitor wants their help, and when that person wants to be left alone.

*Yes, I've worked as one, and my sales figures and customer feedback were pretty good.

I agree with you, TVB. I don't want someone hounding me as soon as I enter the door. The best tactic, in my opinion, is for the sales person to casually acknowledge my presence, tell me to ask if I have questions, and then truly leave me alone until I look like I want help. I've had the same experience as the OP and also have walked out without spending money because of it. I fully understand where she's coming from.

[JHScoot]

no one is obligated to sell anything for a price lower then what is marked or will make them a fair profit

were these items grossly marked up, or did you simply want a discount or find them cheaper elsewhere?

do you go to Macy's and negotiate the cost of a sweater?

i don't see an issue here unless someone is begging for a customer. doesn't seem the case, here

I got the feeling juls was extremely disappointed in the (lack of) customer service.

I'm totally spoiled by having a shop near me run by basically the most awesome people ever. They do a lot for their people. I wish everybody had that.

oic. my mistake

well, good for him / her. saved a bundle

not ready to sell? meh too bad for the shop. no need to be bitter, though

"customer service?" at a scoot shop?!

[juls64]

no one is obligated to sell anything for a price lower then what is marked or will make them a fair profit

were these items grossly marked up, or did you simply want a discount or find them cheaper elsewhere?

do you go to Macy's and negotiate the cost of a sweater?

i don't see an issue here unless someone is begging for a customer. doesn't seem the case, here

JH- I was not looking for a discount, quite the opposite. I realize that stores that sell specialty goods (scooters, scuba gear, golf equipment, etc) often try to sell at msrp. They can have higher overhead than an internet company and cannot discount as much and stay in business. I recognize this and instead of always looking for the cheapest price, and buying online, I will pay more and support the store. I recognize the fact that I am paying for customer service. I have a place to go for service, to get my questions answered, to share ideas, meet people, etc.

My experience today I was looking at a Scorpion jacket priced in the mid $200 range. My shop had sent an email about a sale today. They mentioned 25% off coupons. They were somewhat busy and I went in and started trying on jackets. I found one I liked then went and found an employee, I asked if the 25% off coupons were for clothing. He said that they were good for accessories, but he wasn't sure if they were good for jackets. He told me that I would have to ask one of the owners. Really, he should have gone and asked.

I took the jacket and stood near the counter where one employee was talking to someone and one owner was talking to another person. I stood there about 5 minutes with NO acknowledgment. I left. I came home and bought the same jacket for $100 less online.

[Lostmycage]

I'm behind the OP's decisions all the way. I don't mind paying a premium for an in person sale on things, but they have to earn it with that personal service. If a shop of any kind of wares turns its nose up at me, I turn my back to them.

My local shop Scoot Richmond is run by the most infectiously enthusiastic person I've ever met. The people that she staffs will go that extra mile to make sure that you get what you want and that what you want is right for you. She can't get all the brands that I often look for so I also have backup shops. One of the other ones told me flat out that if I find a better price online to let them know and they'll try to meet it. Anything that Scoot Richmond can't get I try to source from the other shop. They're both very friendly and go the extra mile. Anything I get from the internet is a gamble.

I've got yet another local shop that stocks a number of brands, but I was treated very poorly there (they told me flat out that they would not work on my Aprilia Scooter because I bought it from another dealer - not warranty, but any service). I won't touch that shop and anytime someone asks me about them, I relay my experience with them. That's the reason I won't get an Aprilia Mana or a Suzuki VStrom, but thankfully they don't handle Honda, so the NC700X is still on the table from that backup shop I mentioned earlier (Richmond Honda House/Sprockets).

I'll gladly keep the local shops in business as long as they earn it by providing me with the personal service makes it worth it. If I want that impersonal touch, I'll roll the dice with the internet. Sometimes I even win, but I've lost there too, heh.

[JHScoot]

maybe its just the businesses? its a tough business, yeah?

some shops i have visited moral seems very low among employees and owners

walked into my dealer a couple weeks ago and at first got moans and groans and people busy doing....other things

its ok, though. just hadn't had lunch, yet. perked right up after they got some food in the belly

[LunaP]

I'm behind the OP's decisions all the way. I don't mind paying a premium for an in person sale on things, but they have to earn it with that personal service. If a shop of any kind of wares turns its nose up at me, I turn my back to them.

My local shop Scoot Richmond is run by the most infectiously enthusiastic person I've ever met. The people that she staffs will go that extra mile to make sure that you get what you want and that what you want is right for you. She can't get all the brands that I often look for so I also have backup shops. One of the other ones told me flat out that if I find a better price online to let them know and they'll try to meet it. Anything that Scoot Richmond can't get I try to source from the other shop. They're both very friendly and go the extra mile. Anything I get from the internet is a gamble.

I've got yet another local shop that stocks a number of brands, but I was treated very poorly there (they told me flat out that they would not work on my Aprilia Scooter because I bought it from another dealer - not warranty, but any service). I won't touch that shop and anytime someone asks me about them, I relay my experience with them. That's the reason I won't get an Aprilia Mana or a Suzuki VStrom, but thankfully they don't handle Honda, so the NC700X is still on the table from that backup shop I mentioned earlier (Richmond Honda House/Sprockets).

I'll gladly keep the local shops in business as long as they earn it by providing me with the personal service makes it worth it. If I want that impersonal touch, I'll roll the dice with the internet. Sometimes I even win, but I've lost there too, heh.

+1!

[skully93]

Customer service goes a loong way for sure.

I try not to have ridiculous standards, but more than a few times in the past few years I have been downright offended by the lack of effort and service from some people, and just overall society.

I do tip a lot when good people do a good job!

[Stormswift]

When I was first shopping for a motorcycle I went into one of our biggest dealerships. I got ignored. This was a hint to me as to how they will take care of my bike. They fawned over the male customers who were very obviously " socializing" and not buying. The other bigger dealership where I went looking for a helmet were pushing $500 Arai. I ended up buying on line something I could afford that provided good protection. If at some point I do buy a motorcycle I would be very hesitant to go to those dealerships. Even though my scooter was over the Internet purchase my local dealer is great. Any time I have a question I call or e-mail him and I get a responce. I always recommend him when asked about my scooter (Italia tends to get a lot of attention). I am pretty much " do it yourself " person and could learn to do basic maintainance like oil change, especially with information available on this forum. I take my bike to my dealer instead. He needs the business and I get things professionally looked after. Piece of mind is worth it.. He is an expert. I am not and can easily miss something or mess things up.

[k1dude]

The strange thing is, in this bad economy, you'd think they'd try harder. Sales are tough and you'd think they'd be all over you with customer service. You'd also think they'd hire the very best salespeople since so many are unemployed and available. But it seems as if they just hire their friends and family despite their poor sales abilities. The bad economy didn't seem to wash out the deadweight.

[iMoses]

Here's the thing that gets me, how many customers does that particular scooter shop have? My local scooter shop knows each of us (regular patrons) by our names, which scoot we own and how many we have.

We use the store as a starting point for many rides, so they see us there quite often. When they see us trying on gear / helmets the staff will come by to answer any questions and ask if we are in the market for a new ___ (fill in the blank). The owner of the store will go on rides with us if his schedule allows.

Something like that should not happen.

[skully93]

Ours is pretty similar, Moses. There is one fairly large motorcycle dealer that also sells scoots (and services them). They don't always carry competing models from the scoot-only shop, so my guess is the dealers have sorted that out.

However both are always learning customer names and what we're riding. I'm sure the local Sportique is probably sick of my face, but hey, I buy things.

We start most of the monthly rides from there too!

[black sunshine]

the guys at our local scooter shops (Twist & Scoot, Motoretta, Vespa Marietta, Atlanta Motorcycles) are all super awesome and go above and beyond to give great customer service and support our local scoot community. Atlanta's a great place to be a scooterist!!!

[AWinn6889]

Well I'm sure most of you MB regulars here have some sort of knowledge of my issues with my local scooter ("Vespa") shop, and the "special tool" that runs the joint.

However, Spitzie's HD/Triumph, where my bf bought his Sportster, is a great place. We go there frequently to see what's new, and I've had A LOT of the people that work there, and others just stopping in, ask about my scooter. I tell people what it is, and tell them there isn't a decent dealer in the area, that the closest is Hudson Valley Scooters, about three hours away, but Griffin's Powersports down the road would be happy to set them up with a nice Kymco. Then I usually end up pulling up the Kymco website on my phone to show them what a Kymco actually is, and give them suggestions for the particular scooters based on their size and what kind of riding they expect to do. (I like to think that I am part of the reason Griffin's has decided to 1. continue to carry scooters, and 2. expanded their inventory. I've seen more and more of them since I've been telling people about my Buddy, and the family of Kymcos.)

As for any small businesses in general, I work at one... and I will say that I am astonished at some of the prices that the owner (a family friend) charges for some things here. As a salesperson though I do my best, we do carry some off the wall stuff here, and it just happens to NOT be what most people around here are looking for, many leave empty-handed. With that said, we have somehow pulled in enough money to not only stay in business, but open another store in Albany.
When people walk in I always say "Hello," or "Hey, how ya doin today?" and I don't bother anyone until they ask me a question, shout "HOW MUCH IS THIS!?" into the air, or if they look puzzled or try to open something that they really shouldn't be opening. Out of the three of us that work here I am the most personable, and I make the most sales, even though I tend to work the hours during which the mall is least busy. I even do the most work cleaning, organizing, keeping track of things in inventory, and keeping the store's facebook page up-to-date. However, I make the LEAST amount of money.... so yeah, my morale is in the shitter, but that doesn't make me bitter enough to treat customers badly, it's not their fault my boss is kind of dumb.
The other two women that work here are the owner's wife, and her best friend. Neither of whom are people-people, or people-persons... however that would be put.... anyway, they just sit here with their eyes glued to the computer and rarely acknowledge customers. Heck, they don't even acknowledge me when I come in to take their shifts or vice versa, they just walk to the back room and either get their stuff and leave, or put their stuff down and walk up to the counter and wait for me to get out of their way. They're also usually about 10 minutes late (or more) getting here, but we don't have a punch in-punch out system here, so as far as my boss is concerned I work 25 hours a week exactly. (Which is annoying, because 10 minutes here and there adds up very quickly.)

I would expect most locally-owned places to be all about customer service, but all in all it seems to have slipped from everyone's agenda. I'm sure most places still make out fine because they're the only ones that offer their specific products in the area. I know that's one of the reasons this store is still here. Most think, who needs to show quality customer service if you're the only place in town with the stuff you have, ya know? Also, most figure that people these days are all about instant gratification (I know my boss does!), that most don't want to wait a week or two to have something delivered to them from an online seller, or that they really can't wait that long (for instance a part breaks on their scooter and it's their only form of transport, or a little kid's stuffed animal's head gets ripped off and they need a replacement RIGHT NOW).

But, as far as scooters, motorcycles, and gear goes, I am living in a location with an extremely limited market, so I generally order things online anyway. It's not that I don't want to support the local shops, but I definitely don't want to be walking around with "HARLEY DAVIDSON" plastered all over me (especially while riding the scoot), and I don't want to wear a full-length-visor-ed and giant-chinbarred motocross helmet... so I am left only with the two chopper shops (and their generally trashy women's apparel/gear)... or online places like LeatherUp and MC-Superstore, which have a better selection, better prices, and in my experience, awesome customer service.

[illnoise]

+2… your local shop deserves some slack on pricing and availability, but that comes with impeccable customer service. If they don't keep up their end of the bargain, they don't keep your business and you buy online and they fail.

Many motorcycle shops have terrible customer service and I have no problem at all going in, trying on some helmets or jackets, and then buying online. If someone there shows any interest at all in selling me something and offers me help, I'll break down and buy it there. If they ignore me or talk smack about scooters (often even as they sell them!), then they get nothing.

All that said, many shops are understaffed and can't afford to pamper you, so give them the benefit of the doubt and be a little patient if they're spread thin. But that doesn't sound like the case here, ha.

Bb.

[juls64]

Got my jacket today! It is just what I was expecting. Ordered it from Cli-Maxx Riding Gear http://www.cli-maxridinggear.com/servlet/StoreFront. Got it fast and for a fantastic price.

A Ladies Scorpion Hat Trick Jacket. They call it a 4 season jacket with a removable waterproof liner and a removable thermal liner. Pads included.

[Dooglas]

some shops i have visited moral seems very low among employees and owners

Wow, now there is a problem I have not experienced . I suppose a low moral situation could be good or bad depending on your expectations. (sorry, the "spelling police"couldn't help rattling your chain a bit)