The importance of good customer service

[Trev]

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.

[Caz]

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.   

[Newportnobby]

Some retailers just haven't cottoned on to the fact it takes years to build a good reputation and 5 minutes to lose it

[lil chris]

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.

[longbridge]

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 

One shop ignores just about everybody unless they are ex Vietnam Veterans or wear an Army uniform, weird   

No wonder all my mates buy online from either the UK or USA where the service is quick, cheap and trouble free