A little tale of what good customer service can do for a shop.
As I've recently returned to the hobby after a 20 year break I decided to visit some of the local model shops to find out what they stocked and what sort of prices are theses days.
The first shop I visited was, in fairness, well stocked, a good selection of both OO and N gauge stuff plus many items for the air craft and war modellers.
I approached the man behind the counter, explained that I'm just returning to the hobby, planning a new layout etc but that I want to use the Peco code 55 track (N gauge) - do they stock it?
No was his answer and no further conversation from him so I left. Did he give me any reason to re-visit him. The answer has to be NO. I then visited another shop 5 miles away. Rhyl Model Railway Shop.
It's a bigger shop though probably with less stock and only focuses on model railways
It also has 2 OO gauge, an N gauge and a very small O layouts in the shop that people can go in and just run there own stock on if they want.
I had the same conversation with the man behind the counter and got the same response - they don't stock code 55 track work. However, he didn't leave it there.
He said that as they place orders with Peco at least once a month, he would be happy to order anything I wanted and that his prices are usually on a par with most of the other shops in the model railway press.
He then asked a lot of questions about the size of layout I'd be building, did I have a track plan worked out so he can place the order for me etc
The result? Although this shop is 5 miles further to travel, they are building my baseboards, laying the track and doing the electrics for me. They have already had £400 from me and I expect to be giving them a further £500 in the next months and more after that.
All as a result of better customer service and him offering to order in what I wanted.
Nice one Trev, perhaps you should either email or drop a copy of this post into the other shop for the attention of the manager, you never know, it may improve things for their next customer. :thumbsup:
Some retailers just haven't cottoned on to the fact it takes years to build a good reputation and 5 minutes to lose it ::)
I had a similar experience when I restarted modeling again last year. I had been to a railway show,I think it was at nelson and visited one of the trade stands. The guy seemed helpfull and I said I would visit his shop which I did. When I went in the shop he more or less ignored me,he did have a Bachman rep in but it did not give a good impression so i have not been again since. Since then I have found two shops one a lot nearer and a lot more friendly, one even offering a cup of tea while I am there and far far better level of service.
I only wish we had good customer service in our Brisbane model railway shops, for the most part they are rude, expensive and it wouldn't be the first time I and other friends have had words with them :veryangry:
One shop ignores just about everybody unless they are ex Vietnam Veterans or wear an Army uniform, weird :confused2:
No wonder all my mates buy online from either the UK or USA where the service is quick, cheap and trouble free :angel: