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Made in us
Stealthy Grot Snipa





Atlanta, GA

 JamesY wrote:
@skink I'd happily have such a conversation if I was an established customer and already had an ongoing dialogue with the person. On a first ever encounter though, I'd be unimpressed. Saying "sorry we don't stock gw because we had difficulties with them as a supplier. What game, faction do you collect?... Well if you like fantasy we have x,y, and z in store, let me show you them." would be perfectly fine. That would be much preferable to going into unnecessary specifics about those difficulties, and not even trying to make a positive from it.




This is key right here; it's one thing to have that conversation with your LGS owner if you're a regular and are on a first name basis with the owner/employee. The last thing I want as a first time customer in any store is to be treated to a rant on why X company is absolutely awful and why the store doesn't carry their products. "We have supply issues with that company and don't carry their products, but Y company produces similar items." is one thing, but it sounds like OP was stuck in a conversation that wasn't easy to disengage from while the owner vented his issues.
   
Made in gb
Stern Iron Priest with Thrall Bodyguard



UK

 Blacksails wrote:
Davor wrote:

TL;DR

So GW acts professional and we call them inhumane and we have someone who acts human but call them unprofessional. So what do we want then as customers? Hyporicts we are.


Being human and professional are not mutually exclusive.


Pfft you've clearly never worked in retail, dealing with people every day soon makes you hate your customers especially during sales and holidays.

People talk down to you just because your behind a till, lie to your face and in general act like aholes you can't work retail any amount of time in a shop without losing your humanity or your mind.

So yes you may get professional service but it's not from humans just soulless husks dead inside and filled with hate for the living.

And when you get home and your stuffs broken or damaged we did that and laughed about it.

Yours
Every retail worker ever.
   
Made in au
Grizzled Space Wolves Great Wolf





 Mr. Grey wrote:
"We have supply issues with that company and don't carry their products, but Y company produces similar items." is one thing, but it sounds like OP was stuck in a conversation that wasn't easy to disengage from while the owner vented his issues.
Which is fair enough, I'd chalk that up as the salesperson being obnoxious which is one of my list of "unacceptables" on the previous page.

But I don't think it's automatically wrong to discuss things like crappy suppliers and personal dislikes of products with a customer, as long as you do it without being obnoxious and aren't just scaring customers off.


Automatically Appended Next Post:
hobojebus wrote:
Every retail worker ever.
If it wasn't for all the ignorant and annoying retail workers people wouldn't treat them so badly At this point I just assume the retail worker is going to know less about the product than me because it's true 90% of the time at which point interactions just get annoying.

This message was edited 1 time. Last update was at 2016/08/02 17:58:46


 
   
Made in gb
Longtime Dakkanaut





Nottingham

hobojebus wrote:
 Blacksails wrote:
Davor wrote:

TL;DR

So GW acts professional and we call them inhumane and we have someone who acts human but call them unprofessional. So what do we want then as customers? Hyporicts we are.


Being human and professional are not mutually exclusive.


Pfft you've clearly never worked in retail, dealing with people every day soon makes you hate your customers especially during sales and holidays.

People talk down to you just because your behind a till, lie to your face and in general act like aholes you can't work retail any amount of time in a shop without losing your humanity or your mind.

So yes you may get professional service but it's not from humans just soulless husks dead inside and filled with hate for the living.

And when you get home and your stuffs broken or damaged we did that and laughed about it.

Yours
Every retail worker ever.


Absolute 14 years in retail right here. I'll admit to immaturity in the work place at 17-18, but apart from then I was always professional towards customers, regardless of their behaviour. You can be professional whilst showing a personality, it's just about knowing what is and isn't appropriate.

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hobojebus wrote:
Yours
Every retail worker ever.
Please don't claim to speak for everybody out there, okay cupcake?



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Made in gb
Stealthy Warhound Titan Princeps





South Wales

 BrookM wrote:
hobojebus wrote:
Yours
Every retail worker ever.
Please don't claim to speak for everybody out there, okay cupcake?


As another person who worked years in retail, this.

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Spawn of Chaos





hobojebus wrote:

And when you get home and your stuffs broken or damaged we did that and laughed about it.

Yours
Every retail worker ever.


So you damage customer's stuff and mock them because you have become so bitter from working in retail?

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And when you get home and your stuffs broken or damaged we did that and laughed about it.

Yours
Every retail worker ever.


Wow Hobo...this explains so much about you and how you post on here...sorry, but you're just an all around offensive person. Going on the ignore option now.

This message was edited 1 time. Last update was at 2016/08/03 14:04:16


 
   
Made in gb
Eternally-Stimulated Slaanesh Dreadnought





hobojebus wrote:
 Blacksails wrote:
Davor wrote:

TL;DR

So GW acts professional and we call them inhumane and we have someone who acts human but call them unprofessional. So what do we want then as customers? Hyporicts we are.


Being human and professional are not mutually exclusive.


Pfft you've clearly never worked in retail, dealing with people every day soon makes you hate your customers especially during sales and holidays.

People talk down to you just because your behind a till, lie to your face and in general act like aholes you can't work retail any amount of time in a shop without losing your humanity or your mind.

So yes you may get professional service but it's not from humans just soulless husks dead inside and filled with hate for the living.

And when you get home and your stuffs broken or damaged we did that and laughed about it.

Yours
Every retail worker ever.


Woah this is post. I even work in retail, considering you said this I would not even want to work with you at all. wow...

This message was edited 2 times. Last update was at 2016/08/03 11:34:43


 
   
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Tough Treekin




Yikes.
   
Made in ca
Lord of the Fleet






Halifornia, Nova Scotia

hobojebus wrote:


So yes you may get professional service

And when you get home and your stuffs broken or damaged we did that and laughed about it.



I don't think you quite understand what the word professional means.

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Fresh-Faced New User




My experience with GW stores has been quite mixed and I don't think that a lack of professionalism is limited to the FLGS. When I first started collecting Dark Eldar, which was towards the end of 4th ed, I can remember a sales rep at the GW in Manchester trying to sell me Space Marines for some reason . I can remember he said something like "Are you sure you don't want some Space Marines?". It came across as pretty unprofessional to me because it was obvious that he wasn't listening to me when I said that I was starting to collect DARK ELDAR. On the other hand, my local GW now has a competent manager & employees who don't so blatantly try to push the hard sell.

This message was edited 1 time. Last update was at 2016/08/03 20:50:04


 
   
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Speedy Swiftclaw Biker




Austin Texas

Colin at the Austin GW store is very professional.
   
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 MrDwhitey wrote:
 BrookM wrote:
hobojebus wrote:
Yours
Every retail worker ever.
Please don't claim to speak for everybody out there, okay cupcake?


As another person who worked years in retail, this.


Retail customer service here. That post was so cringey, and then tries to sell it like it's how all retail workers feel. Nah, bruh, there are good customers and bad customers. Don't take their issues personally, ever.
   
Made in ca
Fixture of Dakka




Oh my. Did anyone get the joke Hobojebus did? I thought it was funny. Why are people taking this seriously?

Agies Grimm:The "Learn to play, bro" mentality is mostly just a way for someone to try to shame you by implying that their metaphorical nerd-wiener is bigger than yours. Which, ironically, I think nerds do even more vehemently than jocks.

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Made in gb
The Daemon Possessing Fulgrim's Body





Devon, UK

Thing is with jokes, especially in text form, is that they sometimes have to be quite obvious to work. hobojebus is usually such a vitriolic and negative poster that if he's suddenly going to switch tack and try and be funny, he needs to telegraph it from the rooftops.

FWIW my joke detector is usually pretty good, certainly better than many on here judging by the dumb reactions posts that, to me, are obviously meant in jest get, and I got no such impression, I just toyed with the idea of putting him in ignore.

We find comfort among those who agree with us - growth among those who don't. - Frank Howard Clark

The wise man doubts often, and changes his mind; the fool is obstinate, and doubts not; he knows all things but his own ignorance.

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Battlefield Tourist




MN (Currently in WY)

I am going to turn the tables a bit. I am a store owner, but not an FLGS. Here are some random things that test my professionalism daily:

1. People who come in and ask me to donate to their cause when they have never bought anything from me before and have no intention of buying anything now.

2. Randos who come in and tell me how my store should be run even when it is clear they have no expertise or knowledge on the subject.

3. Folks who come in and tell you all about their political and religious views because they assume since you own a business you must have the same views as them. hint: i don't.

4. People who complain to me about the price of stuff and think I operate a garage sale. I am not here to bargain with you and if you don't like paying sales tax take it up with your political representative.

5. Folks who walk in and think I am the store that was in the same location 5 years ago. That place has been gone half a decade now!

6. Orders where they tell me to do what I want, and then proceed to complain when I present them with the end product. If you had a preference, you should have told me when I asked you about it point blank.

As the owner, you have to stand there and treat all complaints, no matter how petulant and truculent as reasonable and appropriate. It can be real tough.

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The Daemon Possessing Fulgrim's Body





Devon, UK

7. Walk in with an item purchased elsewhere, and expect a full level of support because a) the original store is populated with idiots who can't solve their issue or b) the store they bought it from is not as convenient to go to, unless they can save you a few % on price, in which case that's different or c) you sell the same product and therefore must somehow be connected/ obligated to help equally.

We find comfort among those who agree with us - growth among those who don't. - Frank Howard Clark

The wise man doubts often, and changes his mind; the fool is obstinate, and doubts not; he knows all things but his own ignorance.

The correct statement of individual rights is that everyone has the right to an opinion, but crucially, that opinion can be roundly ignored and even made fun of, particularly if it is demonstrably nonsense!” Professor Brian Cox

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Executing Exarch





 Azreal13 wrote:
7. Walk in with an item purchased elsewhere, and expect a full level of support because a) the original store is populated with idiots who can't solve their issue or b) the store they bought it from is not as convenient to go to, unless they can save you a few % on price, in which case that's different or c) you sell the same product and therefore must somehow be connected/ obligated to help equally.


this sounds like the voice of bitter experience, surely none of the rest of the shire hobbits are this fudgewitted...

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The Hammer of Witches





A new day, a new time zone.

Davout wrote:

In contrast the independent stores in the area have been and can be a mixed lot. I've seen 3 or 4 come and go and mostly they seemed clubby sorts of places the manager set up for him and his buddies to game. It's never good business when the manager of a store rolls his eyes at you when you ask if he has a certain product or can he get it.

There was one store I walked into on a business trip a long time ago. Little place that I just spotted while I was out to lunch, so I just rolled in to check it out. Place was a mess. Open model boxes, with all sorts of parts, sprues, and junk on the counter and table. It looked like it was just being used for the owner/manager's personal hobby stuff. There was an employee (I figured the owner or something) and two other guys there, who stopped talking dead as I came in, and then just stared at me.

Maybe it was the button up shirt and tie? The only word I got out of him was 'Ok.' when I said, 'hey, was just walking by and saw the store, thought I'd check it out.'

I left after making a quick circuit, because they just kept staring. At least there was no crunk.

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Made in us
Heroic Senior Officer





Western Kentucky

I've seen the whole gambit, from "how on earth do you own a business?" to guys who I'm pretty sure could sell ice to an Eskimo.

I've had a couple very chatty store owners/workers who would never leave me alone, who while not necessarily rude or anything, just tended to be bored and as I was the only in there during a slow period, wanted to talk to somebody. It wasn't that bad because I was a regular, but I'd imagine it would scare off a new guys, especially as they liked to talk politics and what their suppliers had screwed them on that week.

On the other hand, I've seen some places that were extremely professional. One that came to mind was a chain called "Game Haven" I believe in Utah. They looked nicer than most big name chain stores and carried a wide variety of stuff. The other, which remains one of my all time favorite FLGS's, was Little Big Wars in Fargo North Dakota. I've never seen a guy who could run a FLGS out of the attic of a machine shop and make it look like a real shop like that guy did. The owner was funny, super dependable, and made a point of making the store a welcoming place. The store was always clean, well lit, and comfortable, which is a heck of an accomplishment in what was essentially an offices pace with laminate wood floors and metal siding walls. He's the only FLGS owner I've ever met where he was getting so much business his problem was the space was too small. From what I've heard, he bought a true building recently and has a really awesome store now that puts his old location to shame. If I was to ever drive through Fargo again, I'd definitely make it a point to stop by and check it out. Was just about the only bright side I ever had to living and working next to North Dakota . Which reminds me, Fantasy Flight's store in Minneapolis is awesome as well. I stopped by once on my way through to Kentucky once and was very impressed.


In general though, FLGS's are much like music stores I've found. They're as much as a hangout as they are a business, and often employees/managers/owners can get away with a lot more lax behavior and dress code. It usually doesn't matter because their target customers are the same way, but it definitely contributes to the insular nature of the hobby with keeping "normal" people out. I've known several people who were quite interested in my hobbies, but immediately backed out when they found out that people normally played at the game stores. Even if the store was very professional, the stigma for the hobby as a whole could keep people out. Since the store owners don't see many average Joes come in to buy things, or perceive that they could even be a potential customer, they don't really make an effort to change. It becomes a self fulfilling prophecy so to speak.

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Made in gb
The Daemon Possessing Fulgrim's Body





Devon, UK

 Turnip Jedi wrote:
 Azreal13 wrote:
7. Walk in with an item purchased elsewhere, and expect a full level of support because a) the original store is populated with idiots who can't solve their issue or b) the store they bought it from is not as convenient to go to, unless they can save you a few % on price, in which case that's different or c) you sell the same product and therefore must somehow be connected/ obligated to help equally.


this sounds like the voice of bitter experience, surely none of the rest of the shire hobbits are this fudgewitted...


I can't be too bitter, as picking up sales off the back of problems created or not solved by the cretins in the competition was a rich seam of new business for me through the years.

The one guy who implied that I didn't know how to work his phone sufficently to solve his problem because it was the "latest model" notwithstanding. I simply explained to him that I knew an awful lot more about the phones that I sold, even if they happened to be the exact same one that he had...

We find comfort among those who agree with us - growth among those who don't. - Frank Howard Clark

The wise man doubts often, and changes his mind; the fool is obstinate, and doubts not; he knows all things but his own ignorance.

The correct statement of individual rights is that everyone has the right to an opinion, but crucially, that opinion can be roundly ignored and even made fun of, particularly if it is demonstrably nonsense!” Professor Brian Cox

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Made in ca
Possessed Khorne Marine Covered in Spikes




Kelowna BC

Im not an avid hobbyist anymore and im really only interested in 40k. In my city of 140,000 people, in which there isn't really any local group of 40k, most of the tabletop community seems interested in x wing and warmahordes.

He regularly puts on mtg, yugioh and xwing nights and does stock gw stuff

That said I still try to support the guy and i reckon over the past 4 years since i moved here i spent about 500 bucks or so.

Guy has to know me by now and never gives me time of day...but he's never turned down my money.

This message was edited 1 time. Last update was at 2016/08/05 00:07:00


 
   
Made in au
Grizzled Space Wolves Great Wolf





 Easy E wrote:
4. People who complain to me about the price of stuff and think I operate a garage sale. I am not here to bargain with you and if you don't like paying sales tax take it up with your political representative.
This is an awkward one though, my local hobby store owner has told me the same thing (after I'd known him for a couple of years) that he hates it when people come in and try to bargain a price.

But the problem is, there are still many stores that price their stock to bargain and a customer isn't going to automatically know that you've priced your stuff is already at your bottom dollar.

This is one of those times where honesty is probably best, just tell them "sorry, I price things at my bottom dollar already, I can't go any lower" and if they press you can whip the "if you can find it somewhere else cheaper they probably got it from the supplier for less than I did".

One thing that the local store owner said was people will often come in wanting him to price match something from another store, only to find out the other store is on the other side of the country and out of stock I'm sure it can be hard to remain tactful in those situations.
   
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[MOD]
Making Stuff






Under the couch

Maybe I'm just weird, but unless a store specifically advertises that they price match, it would never occur to me to ask for a lower price to what's on the tag. I'm not interested in wasting my time bartering for a better price... If a store has what I want at a price I'm willing to pay, I'll pay it. If somewhere else that's not too hard to get to has it cheaper, I'll go there instead.


Although, to be honest, I've never really entirely understood the benefit of offering price matching, either... If the best you're going to do is the same price as this other guy is already selling it for, why wouldn't I just go to him in the first place?

Stores that offer to beat competitor's prices make slightly more sense... but even there, if you can afford to sell it cheaper than what you have on the pricetag, just put it at that price and stop wasting my time having to ask you to match someone else.





Ahem. Sorry, pet peeve... right up there with companies having product catalogues online with no prices. No, sir, I'm not going to send you an email to find out how much your stuff is. I'll just buy it from the guy who actually wants the sale, and has listed prices.





On the FLGS front... As with others, it's a mixed bag, due to so many games stores being set up by hobbyists with no actual retail experience, or who have a lot of experience with one specific games system and know nothing about anything else they sell...

 
   
Made in us
Decrepit Dakkanaut






Omadon's Realm

hobojebus wrote:

Pfft you've clearly never worked in retail, dealing with people every day soon makes you hate your customers especially during sales and holidays.
People talk down to you just because your behind a till, lie to your face and in general act like aholes you can't work retail any amount of time in a shop without losing your humanity or your mind.
So yes you may get professional service but it's not from humans just soulless husks dead inside and filled with hate for the living.
And when you get home and your stuffs broken or damaged we did that and laughed about it.
Yours
Every retail worker ever.


I'm guessing you work for Sports Direct...



 
   
Made in au
Grizzled Space Wolves Great Wolf





 insaniak wrote:
Maybe I'm just weird, but unless a store specifically advertises that they price match, it would never occur to me to ask for a lower price to what's on the tag. I'm not interested in wasting my time bartering for a better price... If a store has what I want at a price I'm willing to pay, I'll pay it. If somewhere else that's not too hard to get to has it cheaper, I'll go there instead.


Although, to be honest, I've never really entirely understood the benefit of offering price matching, either... If the best you're going to do is the same price as this other guy is already selling it for, why wouldn't I just go to him in the first place?
I don't really know the motivation of intentionally marking prices higher with the idea that you can barter them down, unless even your high price is similar or cheaper than other local competitors. Surely most consumers will just ignore you if your prices are artificially inflated. Buy hey, Harvey Norman here in Australia manages to stay open in spite of being overly expensive with the idea of haggling a bit.

Price matching makes sense to me, as long as you aren't overpricing to do it. You might be willing to take a hit below what you'd normally sell something for to win a customer from a competitor. You might be in a more convenient location for a customer, or a customer might be looking for other products you carry so instead of having to travel to 2 shops they can buy it all from you.

Though personally I never bother asking for a price match on model kits, I don't spend enough money on kits to really care if I get that $100 boxed set for $90. It seems the peripherals eat in to my bank account more than the actual kits do these days.

This message was edited 1 time. Last update was at 2016/08/05 14:14:53


 
   
Made in us
Automated Rubric Marine of Tzeentch




 insaniak wrote:


Although, to be honest, I've never really entirely understood the benefit of offering price matching, either... If the best you're going to do is the same price as this other guy is already selling it for, why wouldn't I just go to him in the first place?

Stores that offer to beat competitor's prices make slightly more sense... but even there, if you can afford to sell it cheaper than what you have on the pricetag, just put it at that price and stop wasting my time having to ask you to match someone else.


Price matching is a strategy to generate sales you would otherwise lose, and increase customer loyalty. If stores A and B both get item X from the supplier for the same price, and store A places it on sale, while store B offers price matching, it's because store B can still make just as much money on the item as store A at that time, but they've also generated a sale they wouldn't otherwise have, even if they're more convenient for the customer, because as you said, the customer would just go to Store A instead. It increases the chances that a customer will shop at store B again, and a lot of the time people will be buying more than the price matched item (accessories and such that won't need to be price matched, and still increase store revenue/margin).

Plus there's customer loyalty/reward programs that may make asking for a price match at a place you're a "member" much more appealing than driving somewhere you may not be just to get a lower price once in a while.

I don't know how all of this translates to the LGS level, but having worked big box retail (where pretty much everything is just marked at retail price) it makes a lot of sense to me.
   
Made in nl
Longtime Dakkanaut






Here are some examples that would be perfectly fine examples of a professional store manager in my opinion while they can still can be quite negatively about GW or their product.

1)
Customer: Can I buy A.

Store: I would love to sell it to you but the supplier does no longer allow me to sell A.

2)
Customer: Can I order B

Store: Yes you can but there is a high risk of the supplier not shipping it in time. They tend to do that the last few months / years.


3)
Customer: Whut you still have a stock of C the supplier claimed it was sold out in minutes.

Store: Well It doesn't sell that good at all, most other local stores also have a huge stock off it. I have no idea why hey claimed it was such a success really.

4)Customer: I would like to buy D

Store: You could buy that, I am obligated to sell it in the store by the supplier. But I also sell X that is a better product really [insert reasons why here], why not give it a try.


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MN (Currently in WY)

Price Matching is all about creating the IMAGE that you have the lowest price, not that you actually do have the lowest price. It is a marketing ploy, especially if your entire "strategy" is based on low prices.

Protip: Do not make your strategy about lowest price. There is always someone willing to sell it for less.

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