I have to ask a question about hobby stores and catalogs

Talk about throwing business away!!!

 

Art 

I doesn't sound like this guy is interested in building a continuing relationship with you,especially in light of the fact that you were willing to buy the catalog. Just my two cents Roman.

 

Brad

The walking out without a word was, in my mind, your only error.

I'd have said, "Okay, I hope you know you just lost a customer permanently because of this. Good luck," then left.

And yes, I have done this myself in the past over other insanities...

Yep, that is a bit strange. My local dealer gives them away and he gets them for free so he says it is only fair. He gives them to the kids, "big kids", will mail you one at no cost, etc. If you have to be on a "list" to get catalogs, buy something, whatever, I wouldn't shop there. There are other, better places out there. 

I never understand this.  Frankly, I always seem to end up with more catalogs than I need as I get them from dealers who I have purchased from over the years.

Hi Roman,  I have read your post three times and I get more upset each time. I am sure there are many on line dealers that would really like your business. If I get to my LHS in the next few weeks, I will get a copy for you.

All the best

I'd say the store is a hobby for the owner.

Here at Stockyard Express catalogs are free!

Yeah, I've had to pay for catalogs, but never had that happen.  You did the right thing.

Roman, you did the right thing.  The only thing a retailer can give you is service.  You can buy trains and train stuff anywhere on the net.

I don't under stand that we give away FREE  so manny catalogs each year. That is were you get your customers interested in the NEW ITEMS coming out.witch = sales!

I just don't under stand a why you need to be on a list.

 I try to push them on all most all of our customers. We give the kids that come in with there parents catalogs in hopes that thy may want something for Christmas.  

To me it makes sense to give them out FREE!! Just makes good business sense.

an more sales!! 

As a sales and marketing professional, that kind of stuff makes me crazy. You can count me in the group that has left items on the counter after rude comments or negative service in a train store.

 

This is not a tough concept to grasp

 

Paul

 

 

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Yep, you did the right thing... what was the name of the shop so I avoid it the future?

 

That's plenty messed up.

 

The store I normally buy from gives me my catalogs for no charge, but I don't mind paying a couple bucks to a store I don't make a lot of purchases from or if I buy a catalog only from a big dealer at a train show/meet.

 

While I may have heard of smaller stores not getting tons of catalogs, I have never heard of being asked if you are on a list before they would let you have one (especially if you are willing to pay for it).

 

On a similar vein though, I do have a similar strange story relating to attracting new business.

 

This one particular store near me (that shall remain nameless) changed hands probably more than a few years back.  The previous owner didn't have what I considered attractive pricing.  The new owner seems somewhat better.  All accounts I have read about this store and the owner seem positive (happy customers).

 

I inquired about pre-order pricing right around when one of the new catalogs came out a few years ago.  At the time, orders were probably due in less than a few weeks (i.e., it was not "the day they were hot off the press"). 

 

I asked for a price sheet so I could know what I'd be signing up for if I wanted to place a pre-order.  I was told that they "weren't made up yet", but I could "look at one for an older catalog to get a feel for the pricing structure" (or at least that's how I interpretted what was said).

 

To me that was a ludicrous position to take.  Obviously this would not be comparing apples to apples since: a) the products were different and b) we know companies can change discount structures as conditions change (or for that matter, the source of the product for the store may change, and he may have to charge differently).

 

I basically never did get into pre-ordering anything from that store.  I will go to buy the odd piece of track, maybe an odd piece of rolling stock here or there, and I will gladly pay them for a catalog if I decide I need one before I can get to my main LHS, but I never bought any high $$ items, since I was not offered clarity when I inquired.

 

Sorry to hijack your question, but it seemed sort of relevant in a tangential way!

 

-Dave

My LHS always seems to have left-over catalogs. They do not charge for them. If the volume of customers wanting catalogs was high I supposed that I would prefer a first-come, first-serve policy - but then regular or bigger spending customers might get offended. If I was going to put back "reserved" copies for those on a list I would be discreet about it. There certainly would not be loose copies on the counter. I would be interested in what the LHS might have replied to your OP had you shared your post with him.

I would have done the same thing Roman. Some people just don't know how to do business. 

 

Andy

WOW!!!!

I give catalogs away like candy (and I do give candy away) and if I run out I get a hold of Lionel and they send me more catalogs (not candy though, unfortunately). It is not rocket science here. I do admit I am a little stingy on MTH catalogs since MTH won't send me any and won't even answer an email asking for some but that is a different thread.

Have to agree with the others, he should have given you a catalog and you probably did the right thing by leaving the paint and walking out. Pretty sure he got the message when you left, without you having to say anything. I would say the store owner made a pretty bad mistake there.

 

It's a long story, but a couple of catalogs given to me were sort of what got me to thinking about supporting my LHS. The catalogs got me to return to the store and start asking questions and talking to the owner. They treated me well and helped me with things. Now I purchase probably 90% of my train items there. Only things I get elsewhere are older items they don't have and things they can't get.

Roman, I have been working in service related areas for all of my adult life. The shop you described just does not get it. I too have left train shops when I felt that I was being disrespected or made to feel the fool.

As Bernie Marcus once told me, "Imagine!... some customer just wanted to come in and spend some money!..."

Regards, John

Really wish you would have told them to STICK IT!

Thanks for the reply's. It just struck me as a very odd thing to say. It is a small store and they do seem to sell more small scale than O but I just didn't get it. I was just too stunned and felt it better to walk away.

 

Brewman, thanks for thinking of picking up a catalog for me. I'll actually be in LA this weekend and luckily near the Train Shack in Burbank which is a terrific, well stocked store and will pick one up then. They are more than happy to hand over a catalog.

Roman,

I've encountered similar situations over the years and I feel you did the right thing.

 

Dave

 

I walked into my LHS the first time  2.5 years ago.  Looked around, chatted with the owner and he piled MTH and Lionel catalogs on me.  We talked for an hour, I walked out with an RK set and have been back MANY days spending $$$.  He gives away catalogs all the time, regardless if one is a new or old customer.

 

Obviously the guy you met was not interested in continuing the customer relationship, especially after acknowledging being aware of your past purchases.  Furthermore, if he indeed had a list of customers who were expecting catalogs, the prudent businessman would have set aside their catalogs in back.  There is a name for guys like him.

 

Hopefully he reads the forum and recognizes himself - unfortunately, many individuals like this have no insight into the problem - then they complain about business is bad.

I've run into new employees with such an attitude and in those cases I'll usually give the owner a chance to make the proper correction. Failing that the merchandise would remain on the counter and my wallet would never come out of my pocket in that store again.

Roman,

Agree it was a little odd especially since you purchased from this store in the past, you were making a purchase AND the whole point of the catalog is to pick items you want them to order.

 

When I go to my LHS I bring my son (8 yrs old now) and every time we go in he picks up a different catalog in front of the owner and he has NEVER said one thing to me. 

 

Only bad thing for you, now you have no LHS ......

Not sure he really did beforehand. That is a strange attitude for an LHS to take.   This is what the internet and on-line catalogs are for.  

 

I have no LHS now.  With the one nearest me closing, there one other within 15 miles, but I'm just going to use forum sponsors instead for all my needs.  That and the big-river website when needs aqre more general will suffice.

Our local store has always charged for catalogs.

Talk about bad service, who puts catalogs on the counter and then says they are all spoken for? That would be like placing all your sold items in the display case!

It is easy to play backyard quarterback here, so walking out without sharing your sentiments, I would have handled it differently. But, I was not in your shoes.

 

The hobby shop owner demonstrated that he has no value for your past or future business. I would NEVER walk onto his store again.  

I agree, strange behavior for a LHS.  Don't know that I would have stopped using them over a catalog, though, especially if I didn't have an alternative LHS.  And considering that anyone with internet access can look at and even download the catalogs for free, I don't think it is worth getting upset over a relatively minor annoyance (at least in comparison to some of the LHS horror stories I've heard over the years).

 

My LHS gives me *two* copies of each catalog - one for me, and one for me to pass on to my nephew.

 

Andy

Hey Roman!

I think I have deduced which hobby shop you visited. I went there over Memorial Day weekend (a Saturday). The man who was working that day had the personality of a dead turnip. One thing he told me, was that he only works there weekends, and the shop is owned by someone else.

I am a big letter writer. I would be tempted to write the owner, labeling the envelope "personal and confidential," and see what happens.

If it is the same shop I think it is, I like their inventory and would wish to keep shopping there. Maybe the owner will make it up to you.

Two of my experiences with hobby shops, which weren't NICE!!!!

I was on an undercover detail, but while in the area I walk into a FAMOUS hobby shop in Manhattan, N.Y.C. and I kind of got a bums rush in service and was told about a $300.00 locomotive; "Well, you can't afford that!"

A couple of weeks later, dressed in a suit, I almost got bowled over by three salesmen.
I told the character, who I dealt with, before;  "Now, I'm given the King's treatment?!" 

"GOODBYE!"

 

Second incident,

I had one of my uncle's steam locomotives to be looked at for repair(s) and go into a, now long closed, hobby shop not far from home.

The owner takes the locomotive from me and without him saying a word points to a stick on label, affixed to the overhead, of the cab.  I look and say;  "Yeah!"  "My uncle bought the locomotive there many years ago, now lives nearby and wants it repaired."

He finally opens his mouth and tells me to have my uncle, take the locomotive back to where he bought it, for repairing!

Thank you, kiss my ---!, GOODBYE!

Ralph

 

 

Roman-

Sorry this is off topic,  but I can't figure out how to PM you...

Are you involved with the PCR/NMRA? I am thinking about re-joining that group. If  so, maybe I'll run into you at some meets?

That reminds me of a comic book and sports card store I used to go into every now and then when i was stationed in Maryland. I wasn't into sports cards, but I'd often be there and someone would come in looking for a specific card, and the owner of the place would grill the potential buyer to see if he was worthy enough to be able to buy it. Seriously, I heard him say that once.

Oddly, when I was back in that area a few years later, I drove past there and he was out of business...

Years and years ago we (LHS) would mail a copy of the new catalog...inside a nice manila mailer envelope, too!...to our 'regular' customers of that particular brand.  The rest were put out for free taking.  When they were gone, they were gone.

 

Then, when postal rates and other mailing restrictions went bonkers, we quit the mailing, but informed those customers that we would set aside a quantity for their assured pickup.  Again, the rest were free for the taking.

 

But gradually the 'regulars' became irregular in their allegiance, participation in the hobby, etc.,...and timeliness of picking up the catalogs...so we quit setting a certain number aside.  They have since been free for the taking...AND we are SURE to give a copy to everyone who purchases a set in order to promote expansion sales!!! 

 

Geez, this sort of stuff you'd think would be part of Retailers Promotion 101!?

 

And, if you run out of catalogs too quickly....first, count your blessings for that sort of interest/traffic, and, secondly, order more next time!!!

 

Unbelievable.

 

Retail Darwinism, I guess.

 

KD

 

 

I think you handled it perfectly. I would have done the exact same thing as nothing more could be gained by getting into a more heated dispute.

 

Dave Ripp.

I would have walked out too, never to return.

 

Well Roman, I think handled it better than I would have done.  I think, since you asked, the guy would have gone out of his way to give you a catalog, and then tell you to sign up for future catalogs.  It make no sense to not give out a catalog to a customer who asks, whether an adult, teenager or pre-teen.  

Other than my gripe post.

I have to say that Charles Ro sends me for free updated catalogues and flyers, whether I bought from him recently, or not.

A local hobby shop does the same.

Ralph 

I have a standard reply to brain impaired people who make statements like that, and all of you are free to use it.

 

"Is not giving me or allowing me to buy a catalog, worth losing the thousand or so dollars worth of business I have given you over the years"?

 

Does not matter what he says at this point, if he does not give or sell you the catalog, look him in the eye and say:

 

"Planning to go out of business soon?", "BYE"