Did you have to qualify yourself at a train store?

Get to know the owner. You may have to purchase some items at his displayed price but after you come back a few times ask him if he has a frequent buyer plan!

My LHS is the best. Lowest prices I have ever seen on pre-order items, 3 month layaway, and sometimes will pick up my sales tax!

I have run into great hobby shop owners.  Walt's in Joliet, Illinois, mailed me  a gift certificate for $50 dollars and now gives me a 10% discount.   I have a number of go to online dealers that I use a lot. Not one dealer seems to have everything that I am looking for at the right price.

I have never had to "qualify" myself. Usually, the willingness to pay is qualification enough.

There have been a few cases where a displayed item was"on deposit," pending completion of the sale. I can see where a LHS might not extend that privilege to all.

rboatertoo posted:

...

Has anyone else had experiences with getting qualified? 

Ironically, I've never had trouble with the handful of train LHS's / dealers in southeastern, PA.  Once you frequent the places enough, they work with you.

However, I DID have an issue with a local camera dealer when I turned pro in the early 2000's.  I put together what I thought was a very significant purchase, and asked for a nice package deal.  The owner made me feel like what I was buying was "chump change" compared to the AP guys who shot for the Philadelphia Inquirer and bought from him regularly.  Not only did I not buy the package... I haven't been back in years.  Since that time, I've probably run circles around the AP guys he claimed were bigger spenders.    These guys never understand today's buyers aren't gullible... we're VERY street-savvy. 

David

Can't really say that I ever had to qualify myself at any train store. However I am a bit friendly with some local hobby shops in my area.

One hobby shop, Ready To Roll in north Miami FL, did a really great job on repairing an MTH steam engine for me. I forget what was wrong but it seemed that something inside shifted during it being mailed to me and Ready To Roll repaired it for me, I think at no cost. I am sort of a semi-frequent customer there, been using them since around 2000 maybe longer.

Lee Fritz

I don't understand the phrase "reverse the catalogs for them"? Could you please explain that? Thank you.

It looks like the OP purchases his trains in much the same fashion as I do. That said, I would not expect any special treatment from a LHS.

I am about 45 minutes from the nearest LHS and that requires a special trip. But if I travelled by a LHS on any kind of a regular basis, I'd be making small purchases, all of the time participating in conversation to allow them to see me as a familiar face. Sure, I would be paying full retail price; and I would do so gladly.

After a reasonable period of time, I would give them an opportunity to make me feel appreciated. If they complied, or at least seemed to try, I would continue doing business with them. If not, I would still visit from time to time, making small purchases that benefited my model railroading needs. If they stayed "full retail", they would get only menial purchases from me, or just a stop by to see what's new. (A smile on my face to entire time)

I like to make road trips to different stores in the area. Once a month we take a road trip and hit different stores.   In our travels we have run into a few stores that have told us that they keep the good stuff for their good regular customers. How can you become a good regular customer if you can't buy the good stuff?  

I think the practice is fairly common. Hobby shops give their good customers first crack at desirable items. What seems unusual to me is them talking to a new customer about it.
One hobby shop owner (that I knew very well) told me that he could sell the desirable items all day long. That he holds  specific things for specific people when he thinks they would want them.
But once you pass on one or two items, you can bet that he's wasn't going to hold stuff for you any more.

The stuff that gets held isn't newly made equipment that is readily obtainable from the last few catalogs. Its stuff that is hard to obtain and in demand.

How do you become a good regular customer? - by visiting the store frequently, chatting with the folks if they aren't busy, and buying stuff.  When I was more active in the hobby, there were shops I visited on a weekly basis. I wasn't doing it to build up a standing as a good regular customer. That just happens.

I never really thought about trying to "qualify" myself, but I guess I did it anyway. There was a hobby shop close enough to my office that I could visit every week, during my lunch hour. I started going right after he opened. I would always buy something, even if it was just a small diecast car, and he would almost always give me a discount. I remember walking in and seeing three Polar Express sets, when they were first released. He told me they were all spoken for, and I mentioned that I would have liked one. Don't you know when I finished my lap, one of them was on the counter waiting for me? I really hadn't planned on buying a train that day, but now I had no choice. He told me the others were buying on spec, and he'd rather sell it to me. Looking back, considering how many of those PE sets are out there, I guess I saved someone from a poor investment.

Any customer should be a good customer. With his attitude we'll see his shop on the "Another one Closing"

Rod Miller

I’ve never been told about the ‘inner circle’ in regard to being able to buy stuff (which is downright stupid), but I have been in plenty of hobby shops over the years when I was completely ignored by the guy at the counter holding court with a gaggle of local retirees waxing philosophic about the layout they’ll build someday. I come across as someone who has the means to buy stuff, so I know it isn’t that.

I’ve encountered this kind of thing so often over the years, I won’t buy anything at a place like that unless I find a very rare item or a screaming deal. If you’re the person at the counter and you treat me like you’re doing ME a favor by taking my money, that money won’t go to you. I promise you that.

I’ve gone so far as to write the owners of a few places like that explaining my experience and how I won’t be back and will make a point to steer others from their place as well. Most don’t reply but I few have, begging forgiveness. Those, I’ve given a second chance to if I’m ever back in their area. I haven’t written many such stores, but I’ve had that experience so many times, I couldn’t count them all.

One egregious example near Sacramento still chafes at me. The guy at the counter completely ignored me entirely, in favor of some guy who clearly wasn’t going to buy anything. I almost waved my hand in front of his face, it was THAT bad. That one, I even posted my experience on Yelp, which is something I’ve only done the one time.

Rocky Mountaineer posted:

 I DID have an issue with a local camera dealer when I turned pro in the early 2000's.  I put together what I thought was a very significant purchase, and asked for a nice package deal.  The owner made me feel like what I was buying was "chump change" compared to the AP guys who shot for the Philadelphia Inquirer and bought from him regularly.  Not only did I not buy the package... I haven't been back in years.  Since that time, I've probably run circles around the AP guys he claimed were bigger spenders.    These guys never understand today's buyers aren't gullible... we're VERY street-savvy. 

Yep, I’ve done that, too. It wasn’t model train related but I once had a huge stack of stuff at a place, ready pay, well into 4-digits worth, and the guy at the counter (with his manager right behind him) made a comment about the ‘small fry’ amount of stuff I was buying, comparing me to a ‘professional’ customer who had come in the previous day.

I immediately put my wallet away and said, “Oh. So considering my money isn’t valued here, and I can get this stuff a little cheaper online, I’ll just take my business elsewhere, permanently. I’m sorry I wasted so much of your valuable time which is better spent with those people whose money you value more than mine.” I looked at the manager and said, “He just lost this sale and all my future business. Good day,” and walked out. You should have seen the look on both their faces. The manager, once his brain kicked back in, actually ran out to the parking lot to apologize. I told him I accepted his apology but he lost the chance for any business from me by not stepping in to say something at the time. I reminded him of the old adage of having one chance at a first impression. He was still standing there, open-jawed, as I drove away, never to return.

Got a screaming deal online a week later on the same stuff, so it worked out well for me. I bet that employee had a LOT to answer for when the manager walked back into the store!

romiller49 posted:

Any customer should be a good customer.

AMEN.

Local hobby shops that give big discounts won't be around much longer.

eddie g posted:

Local hobby shops that give big discounts won't be around much longer.

Begs the question: Anyone know what percentage of model railroading sales go to LHS? And what percentage are internet sales? (in dollars)

No qualifications needed here!  We are an equal opportunity model train supply center.

If you stop in our store on a Thursday night you can meet the O Gauge Model Railroad club members of the Central New York Chapter, National Railway Historical Society Inc.    The guys meet and work/operate on the modular layout most every Thursday evening from 7:00-9:00pm.  Bring a train to show and run!

Yes it was reserved, I thought I changed it before I posted.   

I had the qualification happen at two dealer, and that was the first and only trips to those stores.  

I don't want to see local hobby stores go out of business and I have paid full price for items.  Some dealers discount and turn their inventory fast, other dealers charge full price and have items that are new old stock (two to three years since issued).  After a couple of years that new old stock list price is the same as the discount price for new releases.  I have brought a few new old stock this year at the list price.  

A bank roll of C Notes qualifies me ANYWHERE instantly.Nick

When my job had me traveling, l had a couple of close encounters of the unpleasant kind...One in St. Louis when l was ignored after l sought out his shop (always fun to track down shops in dubious citys' neighborhoods, without P51's possible access to an armored HUMVEE). I bought nothing there, and although l made several other business trips to St. Louis, did not return. That shop's closing was well publicized on here. Another one time experience was a shop in the LA area, when walking in as a stranger got me cold and suspicious looks like l was going to rob the place.  My thinking was, "lf you idiots don't want new customers, why are you listing this dump in the back of MR?" Back in the day of K-Line aluminum passenger cars, and other desirables, l might see where having a good shopkeeper relationship could be helpful, but for me now, l cannot.

https://youtu.be/TLfmEZYdtrY 

The chatting sales clerk routine while ignoring real customers is all too familiar. Those types are truly "hobby shops".

These type stories always remind of the one about the young man who goes into the dealership to buy a new Cadillac for his mother and keeps get redirected to the Chevy's.............

Rule #1: The customer is always right.

If the customer is ever wrong, reread Rule #1.

eddie g posted:

Local hobby shops that give big discounts won't be around much longer.

And those that don't price competitively will be gone even sooner.

Being "competitive" can mean different things - one might pay a little more and get exceptional service, etc., but selling at full retail is a one-way ticket to closing the store.

I have always patronized  local shops and local shows. My experiences with the BIG name businesses have been: "Is that all you want? Is that all you're going to preorder? We can't set aside just one or two things here, buddy, you gotta order more than a couple hundred bucks worth of stuff." I've never had anybody give me that line in a small shop. I may not be able to afford a lot, but I'm a steady customer.

p51 posted:

I’ve never been told about the ‘inner circle’ in regard to being able to buy stuff (which is downright stupid), but I have been in plenty of hobby shops over the years when I was completely ignored by the guy at the counter holding court with a gaggle of local retirees waxing philosophic about the layout they’ll build someday. I come across as someone who has the means to buy stuff, so I know it isn’t that.

I’ve encountered this kind of thing so often over the years, I won’t buy anything at a place like that unless I find a very rare item or a screaming deal. If you’re the person at the counter and you treat me like you’re doing ME a favor by taking my money, that money won’t go to you. I promise you that.

 

Right on Lee! This is a HUGE problem. Its no wonder these shops close up, and how can this bring any newcomers in?

I had the exact same experience at a "well known shop" in a far west suburb of Chicago. On top of the ignorance, stuff is piled up to the ceiling no ryhme or reason and most of it is MSRP or higher. 15 year old Lionel TMCC locos sitting dust covered on a shelf for $200-$300 MORE than the recent legacy version of the same loco etc.

It makes it easy to send your money over the internet to a Charles Ro, Mr. Muffin etc. Why should I drive an hour to a "local" shop only to get P****d off

I also miss  the late Al over at Tonys Train Town. I questioned the condition new old stock item he had that was extremely hard to find. " I don't play games with people" was his response. He sure didn't, the item was pristine shipped fast at a fair price. I made sveral more orders after that.

My $100 is worth just as much as anyone elses $100

I always cringe when the owner/clerk asks if they can help me, and I say I am O Scale.    When they say "Oh yeah, I had some lionel when I was a kid", and their eyes get funny, I figure it is time to leave.

wb47 posted:

The chatting sales clerk routine while ignoring real customers is all too familiar. Those types are truly "hobby shops".

Yep, I used to be patient to that but not anymore.

artyoung posted:

I have always patronized  local shops and local shows. My experiences with the BIG name businesses have been: "Is that all you want? Is that all you're going to preorder? We can't set aside just one or two things here, buddy, you gotta order more than a couple hundred bucks worth of stuff." I've never had anybody give me that line in a small shop. I may not be able to afford a lot, but I'm a steady customer.

I have often heard if I'm ordering something from a small shop, that they have a minimum order amount and they have to wait until they get to that point before they can place a big order with the stuff I want (usually from Walthers).

I get it, but I always wonder how many people say, "Fine, I'll just order online and get it now" to that...

That's reminds me of one place that shows everything online, but they don't have any of it in stock, but they will order it. Then when it makes it to them they will ship it to me, two weeks later. 

If I want to go to a LHS, either are a 1-hour drive each way, thru DC traffic.  My experience with both has been good.  Late yesterday I ordered an AIU from Mario's on-line, free shipping & a good price, and mailman delivered it today.  Guess which source I usually go to, and why?

My "LHS" is one I don't get to often as it's many hours drive away, but I found myself instantly qualified when I noticed the standard gauge tinplate displayed in a glass case and said, "Nice State set!"

Reading these posts, reminds of times, more so in my youth, going into stores and being ignored or told that something was "too expensive" for me.. I shouldn't have to 'qualify' myself for anything unless it was a standard credit check for some sort of big ticket item.. Haven't some of these vendors/businesses learned about the: "Look good, smell good, broke" syndrome??

It never ceases to amaze me how much quicker, in some cases, I'm waited on if I pull up in my Porsche versus one of my 'beaters'..

I'm still waiting on a return call from a forum sponsor and/or MTH on a missing number board on an engine order I received.. I did talk with the store on  the phone and the person (I have his name) assured me he'd "get right on it and get right back to me".. That was on 3-2.. I've heard nothing.. Left a message with MTH and heard nothing (Which I understand is not that unusual).. Well, guess where my  future purchases aren't going???

645 posted:

Hudson J1e posted:

I don't understand the phrase "reverse the catalogs for them"? Could you please explain that? Thank you.

Swap the positions of the bolded 'v' and 's' in the above word "reverse" - it becomes (drumroll please!) reserve. So the catalogs are being reserved for regular customers. Sometimes one just needs to think about alternatives especially where spelling is concerned. Foe example I've seen many times where someone posts they got the breaks fixed on their car - well, we know they mean brakes, right?

Thank you very much for the explanation 645. Usually, I can figure these things out but this one stumped me. 

Jim -- 

Common and like your experience costly to the dealer in question.

When my 3 1/2 year old said he wanted trains to play with following a trip to a local museum, I looked up local shops and we set out one afternoon to buy a train. First stop was a shop that sold post war stuff but the fellow was amazingly nice and suggested that maybe new vs older trains would be better, and gave us directions to another shop.

The owner at shop two, which is really our only local train shop, was quick to turn me away from Lionel and show all the fun things DCS could do and the "value" of MTH. I bought a full DCS system that day along with a ready-to-roll set -- I would not expect to be remembered by that first visit, but several more visits over that first year in the hobby and a few thousand dollars later still nothing -- other than getting to hear about big spenders who were serious about the hobby, and their grand layouts.

Well....I guess a younger guy with smaller kids wasn't worth their time. More than one of the dealers mentioned by others as "online dealers" knows us by name and like magic the catalogs from all the importers are mailed to our house and from time to time personal emails with a special offer comes through too.

Good luck getting "qualified" by your local. In the mean time maybe we can swap photos of our collections of premium 21" passenger trains or of our basement size layouts--while we wait to become real "hobbyists"or "big spenders."

I don't have a local hobby shop.  Wish I did.  It's a 100 mile drive out of the state to find one.  But it is a good one!

Like Colorado Hirailer I visited a lot of hobby shops when I traveled.  I made a point of researching the names and locations using the internet and hobby magazines.  Then I plan my route.

I've experienced all of the above.

Jan

I have never understood why some unfriendly people own shops or deal with the public. When we sold our last house and still had not found a new one we had to move to Sacramento for a few months. I knew there were no hobby shops where we were moving so looked for one in Sacto. I found a huge one just out of town. When I walked in I thought this is great. Had never been in such a large train store. The problem? No one would help me. Three people that worked there were talking with friends, not making sales and others never bothered to ask if I needed help. They went out of business a few months after we moved. What a shame. It's not only small or large shops. Years ago I had sold another house and was looking for a new one. I admit I didn't look like I could afford much. I had been working in the yard all morning and decided to look at open houses that afternoon. I was a bit dirty by didn't look homeless. I had a list and had looked at several homes. The last one looked good. I walked in and asked the woman about the house. She was writing something down and said she would help me in a minute. People came and went, and she helped everyone with their questions but ignored me. Finally I walked out and got in my car. It happened to be my beautiful black Porsche 928. It was used but beautiful. When she saw me getting in she ran out of the house and tried to stop me. I just waved. 

I do have my favorite train store now. Mr. Muffins! Don

No.  But I have had to quantify myself.

The only thing I can think of is from the smaller hobby shops that I've been to. Either a piece was held by a deposit for the buyer, or it actually belonged to the owner for display. The deposit ones, I would guess that the owner was happy to have their sales and didn't want to tie up more money in stocking stuff. They kind of dabble in G scale for example and don't get many customers walking in for it. So the local club ties up their sales that don't come that regularly. They gladly held things with a promised purchase from the club.

 Another small store had the latest Lionel O engines, one at a time. He would run them for customers that were interested. They were for sale, but the owner could and would also order new ones. I didn't understand the whole concept of ordering stuff in O scale. I saw the FEF when it came out and had sticker shock back then. I was leaving HO and was used to cheap HO blow out pricing. Everything in HO I had was in stock when I bought it.

He did offer me a deal on the display engine. I just felt it was high back then. Now, I realize it wasn't.

scale rail posted:

I have never understood why some unfriendly people own shops or deal with the public. When we sold our last house and still had not found a new one we had to move to Sacramento for a few months. I knew there were no hobby shops where we were moving so looked for one in Sacto. I found a huge one just out of town. When I walked in I thought this is great. Had never been in such a large train store. The problem? No one would help me. Three people that worked there were talking with friends, not making sales and others never bothered to ask if I needed help. They went out of business a few months after we moved. What a shame. It's not only small or large shops. Years ago I had sold another house and was looking for a new one. I admit I didn't look like I could afford much. I had been working in the yard all morning and decided to look at open houses that afternoon. I was a bit dirty by didn't look homeless. I had a list and had looked at several homes. The last one looked good. I walked in and asked the woman about the house. She was writing something down and said she would help me in a minute. People came and went, and she helped everyone with their questions but ignored me. Finally I walked out and got in my car. It happened to be my beautiful black Porsche 928. It was used but beautiful. When she saw me getting in she ran out of the house and tried to stop me. I just waved. 

I do have my favorite train store now. Mr. Muffins! Don

Don,

Very interesting and well stated view..

" I admit I didn't look like I could afford much." That was part of my point in my post.. What does that really mean?? I've seen farmers in bib overalls pay cash for new cars by pulling said cash out their pockets..

Interesting also, is that the very train store you mentioned, I will no longer due business with because of what I consider "a lack of customer service".. I think I'm extremely easy to get along, maybe too easy at times.. There can always be assorted issues too. Someone having a bad day, lost notes etc..  And I know 'one size doesn't fit all'..

BTW, I have black 911SC..

If by the "very train store you mentioned" you are referring to Mr Muffin, I wouldn't be surprised if he contacts you to ask where he went wrong.  If you don't refer to him, please so clarify as he is a real nice guy,

Interesting discussion.  I value good customer service, and I am willing to pay more for certain goods & services if they are accompanied by good customer service.  I am also a loyal customer of my favorite businesses, which sometimes leads to perks from those businesses.

There is a local hobby shop that I have patronized since it opened in 1982.  The current proprietor is the son-in-law of the original owner.  I'm one of the locals that will hang around and chat (although I am a buying customer); but the owner is very good about taking care of all the customers that come in the front door.  He has always treated me very well, especially considering my esoteric tastes in trains!

On the flip side of the coin, earlier this year I decided to buy a new car at a local dealer.  My wife and I purchased our very first new vehicle from this dealer 23 years ago, and I have been a regular customer ever since, especially of the parts & service departments.  However, as is typical of most car dealers nowadays, the sales staff seems to turnover on a regular basis and therefore has no opportunity or incentive to develop long lasting relationships with customers.  At any rate, I went in fully prepared to trade in my old car and purchase a new car.  And the combined actions of the salesman and sales manager lost them a customer.  I still haven't made up my mind as to whether or not I will patronize the parts & service departments, but I'm irritated enough that I doubt it.  I am also seriously considering writing a letter to the owner explaining exactly why a person who has been a customer for over two decades walked out on buying a new car before negotiations ever began. 

...and I will hand deliver that letter, driving up in the car that I bought at their nearest competitor in the next town: