Vendors: How to answer a request

I agree.  If the second store is so abrupt when they have the chance to sell you something, you can imagine how you will be treated if you have issue or questions after thew sale. 

Paul, I just bought a RK American crane. Three stores were listed on the MTH web site. The first one did not show it on their web site. The second wanted list but stated they prefer to sell the crane with the crane tender. I did not want or need the tender. The third was just right. 10% off and quick shipping. Sounds like a Goldilocks story.

I hear you! Shop #2 is probably complaining about internet competition too. I recently called a hobby shop in search of decals. I had to repeat the number 3 times before he got it correct. When he found them his response was, "i got e'm, you want 'em?" I did order them because I needed them, never got a thank you. In fact, after I had given him payment/shipping info he hung up without another word. He sent me the 2 sets of Microscale decals and charged $12.95 shipping. The stamps on the envelope totalled 88 cents.

I do not need decals bad enough to go back to him.

Now, a good story. I contacted a decal maker Monday about some decals that had to be printed in a different scale. I was told no problem and received them on Friday. I got 2 email thanks and a big thanks on the invoice too.

I don't mind telling you that it was Highball Graphics. Jim is great to deal with and make quality decals.

Reminds me of the hobby shop I used to go to nearest my home.  You were ignored when you came in and sometimes had to excuse yourself to get through the loiterers the clerk or owner was visiting with in front of the counter so you could pay if you found something to buy.  It closed several years ago.

.....

Dennis

Ive used that MTH resource with great success. Been able to purchase from dealers that are listed on the MTH web site. I have also received mixed messages from dealers. There have been some dealers that, when emailed, never return my emails with a response. Those dealers that respond with a detailed message, price, shipping a small thank you, usually get my business.

Having worked a good chunk of my career in sales and customer service (not any more, though ), I always lived by the philosphy, "If you don't take care of your customer, somebody else will."  And this goes for potential customers, as well.  And I reward good service and friendliness with loyalty and repeat business.

I can understand how people can have bad days and really busy days, but no one is so busy that they can't take the time to put on a friendly face and do more than the bare minimum. 

Andy

I had that happen years ago. Walked into a hobby shop, and the "old boys club" was at IT!. went up to the counter, walked right in the middle of their "little old ladies" club meeting and paid for my stuff. Being 6'7", I didn't have any trouble breaking up there little group thearapy session!! A couple of them walked out the door and left.

The MTH product locator has helped me several times.  I've had the same experience as you, when more than one hobby shop had the item.  Hobby shop #2 gets the sale.

I sure hope that you guys give our sponsors here on the forum and/or our advertisers in our magazine an opportunity..... 

Alan

Nicholas Smith is always my first choice, Joe Moretto will always go the extra mile for me

There are many different types that make up the world of sales. You quickly found that out. Talk about not caring enough to make a sale.

When I first got back into the hobby back around 2009, I assumed all licensed train dealers were pretty much created equal... I'd Google a Lionel product number, find a store showing the product in stock, then complete the sale on their website.  Never had any hesitation.

After I had to have Paypal recover my money on three occasions because I either a) never heard anything back at all, b) I don't have it but I'll try to get it, and c) I don't have it but I really need the money, can I keep your payment (seriously!), I started being much more careful.  Unfortunately, it drove me away from the little guys, who generally I'd prefer to support.

I bought a scout starter set off amazon over Christmas. It was the blue locomotive set that was listed in Lionels magazine a few years ago. sent the payment and the "hobby shop" sent me an entirely different set. had to go through the Amazon process of getting a return slip and pick up from FEDEX. the dealer didn't have the scout set and listed it on Amazon complete with a stock pic of the blue loco set The dealer asked if I would like to keep that set at a $20 discount. Didn't like the set. had FEDEX pick it up. got a refund of purchase price minus my shipping to me. I got a credit through Amazon for my shipping to make an additional purchase on Amazon.

thanks for the replies. Interesting thing, price was not my buying criteria - it rarely is unless it is way out of line.

I'll take great customer service any day over the low cost provider. My bet is on the former to be there in five years.

Paul

Service excellence is always more important to me than price.

Just my $0.02.

Peter

I pay the extra dollar for the extra mile.

Yep, I've found several things in the magazine ads, that I didn't even know I NEEDED I've found other things in the ads that I was actually LOOKING for TOO!

I also appreciate MTH's Product Locator feature, Lionel is really missing the Train(Pun Intended) by not having that feature. I have found many items with the product locator.

 I do try to give my LTS, Whistle Stop Trains, in Portland, OR, as much business as I can, Several Forum sponsors have gotten quite a few sales from me as well.

Doug

I'll put in a plug, I agree with the OP, Guy with friendly response gets the money. 

I will always try to get things at the LHS first, Richard is a nice guy and has hunted a few things down for me. And he sells at a discount from MSRP which I appreciate.

That reminds me, I need to drop down there, He has a pair of NASA cars waiting for me...

Went to purchase 4 items as gifts that our local store did not have. Large seller in PA was yelling at us because something we could purchase from his web site isn't actually available "Sir, our website is never accurate!" His emphasis. And that is our fault?

Store on west coast had item for list $, arrived broke. They wanted us to have it repaired and then sent on weeks later. We said "can't send a repaired item as a gift."

Mercer Junction, Side Track Hobbies, Public Delivery Track, and Mario's trains stepped in and filled the orders. Those other two vendors will most likely never, ever get a call again.

Prime example of why the "local shop closing" threads are so common and in many ways entirely justified -- poor business practices leads, to poor business, leads to closed up shop.

At least you've gotten a response, I've sent a reasonable number of requests without any reply at all. Although a couple times, just two weeks ago, I have found a new dealer who has been a joy to work with and who will get more of my business in the future.

Alan -- Yes, OGR sponsors get my attention first. To date I've never had a single OGR sponsor be anything but lovely to deal with, even placed my very first pre-order with one a couple weeks ago (I hate pre-orders).