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Post by MartinT on Jul 11, 2018 9:15:56 GMT
This was posted by a US dealer... I think there are two ways to look at this: 1) should the dealer have offered to help despite the distant prospect of the chap becoming a customer? Or b) should the customer not have had the cheek to expect a dealership he did not purchase the item from to help? Discuss! www.psaudio.com/pauls-posts/shuttering-the-shop/ |
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Post by John on Jul 11, 2018 9:32:37 GMT
I have always enjoyed helping people when I can For me I feel reward enough in this. I guess business often just sees things in terms of profit and loss I know not all are like this but it is a pity that often people just think from such a reductionist view point
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Post by Deleted on Jul 11, 2018 9:35:04 GMT
I think there is a difference between help and consultation. If you are a new customer, then there could be a small charge, if you are an existing customer then probably not.
But I kind of agree that any Tom, Dick or Harry turning up on your doorstep with something they bought down at the local Lidl retail store asking for help, should be charged.
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Post by Deleted on Jul 11, 2018 9:37:55 GMT
I have always enjoyed helping people when I can For me I feel reward enough in this. I guess business often just sees things in terms of profit and loss I know not all are like this but it is a pity that often people just think from such a reductionist view point I agree John, but then there are limits. For instance, I helped out a few of my Dad's friends with their IT issues years ago, but then more and more got in touch and started asking for help, and the expectation was that I would always do it for free. I had to eventually put them straight and start charging, otherwise I was going to be spending a lot of my time doing it for no other reward then recognition. |
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Post by pre65 on Jul 11, 2018 9:41:25 GMT
When I worked in a garage (I was parts department) there were one or two people who used to come in and discuss car sales, and take a test drive. They were known to be complete time wasters with no intention of actually making a purchase.
When I asked the sales manager why he did not "dissuade" them from coming again he said "if we treat them as if they were an actual customer then they might well tell their friends about our good service and we could gain custom from them, sure as hell if I told them to "piss off" word would soon spread and we could lose customers.
I know people who have used specialist shops (cameras for example) to find out what they need, then gone home and got the best deal online. Frustrating for the shops, but what can they do ?
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Post by DaveC on Jul 11, 2018 9:53:08 GMT
So, after 20 minutes of telephone advice we tell a customer our opinion based on experience, it's about £450. An hour later the same man emails to say he can get it cheaper on the net and can we compete with a grey importer. We said no.
This happened two weeks ago, if he calls again what should we do ? He might even be reading this...........
Dave
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Post by MartinT on Jul 11, 2018 10:39:46 GMT
It's doubtful the grey importer will provide much, if any, help or after-sales support. The manufacturer may also refuse to honour the warranty as it was not supplied by the country's official importer.
It's a tricky one: I have only grey-imported products I cannot buy in the UK. Otherwise, I'll shop around but have always given a dealer the chance to offer me a good price. I don't need or ask for the cheapest, just a reasonable one to dissuade me from buying elsewhere. It has nearly always worked well for hi-fi and cars.
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Post by John on Jul 11, 2018 11:15:58 GMT
Ne doubt people take advantage
I tend not to go near a dealer unless I am seriously considering a purchase but I am still going to take my time
I have a friend who stopped business because of how customers were with him A shame as a lot of passion and knowledge no longer being used
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Post by Tim on Jul 11, 2018 11:41:42 GMT
My short answer would be No . . . . but;
It shouldn't ever be expected and anyone who walks in with that in mind should be politely shown the door. However, if they pass the attitude test, genuinely need help, approach it in the right way and you have the time, then why not? It matters not what it is, but random acts of kindness are often rewarded many times over.
With social media being what it is, the potential to damage a business by refusing the tire kickers can be real and disproportionate to the small investment made by helping someone. A lot of what we do now can be very visible and have far reaching consequences.
Like anything, if you're an arse with a sense of entitlement and expecting something for nothing, then you should get nothing. But the simple act of asking for help shouldn't be ignored if it's genuine and you are capable of helping. |
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Post by ChrisB on Jul 11, 2018 12:20:45 GMT
Spot on, Tim.
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Post by Slinger on Jul 11, 2018 12:22:27 GMT
My short answer would be No . . . . but;
It shouldn't ever be expected and anyone who walks in with that in mind should be politely shown the door. However, if they pass the attitude test, genuinely need help, approach it in the right way and you have the time, then why not? It matters not what it is, but random acts of kindness are often rewarded many times over.
With social media being what it is, the potential to damage a business by refusing the tire kickers can be real and disproportionate to the small investment made by helping someone. A lot of what we do now can be very visible and have far reaching consequences.
Like anything, if you're an arse with a sense of entitlement and expecting something for nothing, then you should get nothing. But the simple act of asking for help shouldn't be ignored if it's genuine and you are capable of helping.
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Post by MikeMusic on Jul 11, 2018 13:44:49 GMT
The attitude test is the key.
If nothing else to do in the shop then helping with some chatting might result in a sale of something else on the spot or later.
Could also drag in his mates who prefer to go to a shop
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Post by Deleted on Jul 11, 2018 13:58:32 GMT
Trying to differentiate between e-bay mentality and those who genuinely would benefit from assistance can be more tricky than in the past.
Not everyone makes the right call and as Tim mentioned always someone wishing the exploit the situation to their advantage via leverage over a damning feedback review.
What an interesting world we live in
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Post by Chris on Jul 13, 2018 20:21:15 GMT
I reckon if you've spent a fair few quid on something the level of after care service/help should be pretty good. It's also a bit silly to expect anything for free these days and if you do bump into a gem who helps you repay them. If they'll not take money buy them something they can't refuse.
I got a bike fixed a wee while ago - bought the shop staff cakes as they wouldn't take the money.
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Post by sq225917 on Jul 13, 2018 20:26:46 GMT
There's no 'should' about it. It's entirely up to the dealer if he wishes to spend his time helping someone who isn't a customer. It will likely depend entirely on their attitude towards their business, their wider understanding of marketing and the value of unseen social interactions. Assuming it wasn't going to take an age, and the old guy could in fact get it to work once back home then I'd help him out and send him out the door with his soundbar in one of my branded shop bags.
If it was likely to be a connection issue then i'm send him packing with contact details for the supplier, and a shop bag.
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Post by Rexton on Jul 14, 2018 7:06:39 GMT
Anyone owing a business will understand that it's a delicate balancing act. Sometimes it pays to help, in others not so.
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Post by stanleyb on Jul 14, 2018 10:13:33 GMT
If it's a simple case and I have the time, then I have no issue with helping. I once helped out a member of one of the forums I frequent (might even be this one..) who had problems with a £xxx CD player. He was quoted some unreal amount of money to get it fixed. I solved the problem for him in less than an hour, which involved taking part of the unit apart and assembling it again. He gave me a good tip, which went in the collection box of our local church.
My most spectacular case happened at a party in the late eighties or early nineties. The music suddenly failed, as did the circuit breakers for the electricity supply, and the DJ was in total panic. He had no idea what was wrong and what to do. Punters were starting to threaten him with violence and to smash up his gear. I was well and truly drunk by that time, but offered to see if I could sort it out. With the help of people holding lighters I rewired the whole thing in near total darkness, leaving out the equipment parts that I suspected had failed for unknown reasons. Then I told him to switch things back on and try it. The DJ is still friends with me to this day, and still can't believe I got him back up and running, and didn't ask him for anything.
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Post by MikeMusic on Jul 14, 2018 10:21:57 GMT
Love the I was well and truly drunk by that time  |
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Post by stanleyb on Jul 14, 2018 10:25:12 GMT
Other substances may have have been involved, but it was so long ago to recollect my consumption record...
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Post by MikeMusic on Jul 14, 2018 10:25:21 GMT
I reckon if you've spent a fair few quid on something the level of after care service/help should be pretty good. It's also a bit silly to expect anything for free these days and if you do bump into a gem who helps you repay them. If they'll not take money buy them something they can't refuse. I got a bike fixed a wee while ago - bought the shop staff cakes as they wouldn't take the money. My local bike shop is so good I don't shop around for parts when they are servicing/mending. Could save me a lot of money (almost as bad as hifi prices) but they have saved me money and grief |
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