Good post - except, you stop short with one EXTREMELY important detail.....

As you did,Michael, in the "smoky" hobby shop thread. 

Brad

Another possibility is that it was just plain stupidity.  Either way, it doesn't help the hobby in the least.  If that LHS had stepped up to the plate, it may have earned itself a life-long customer.  As it stands, it has earned nothing but hard feelings.

Andy

There's another angle. In many instances, after a business becomes successful through the hard efforts of the founder, the next generation squanders the efforts, because they are unaware of what went into building the business. All they know is prosperity.

In this instance, the owner started out of his basement. At train shows, in the early years, he would literally buy and sell items running around from dealer to dealer to obtain product, to meet demand. It was not easy. In the early years, I did buy a $500 locomotive and the founder went over it with me in detail, showing minor flaws, making sure I was satisfied. In another instance, this same person fixed the side rods that were stuck, at the counter, making sure I was satisfied, of a $100 locomotive. That was then, today is now and it's a different world.

Best, 

Mark

And what was that

Mark,
In more ways than one I think your post defines America today as a whole.
I've seen so many business's that mom & pop built only to be ruined when the kids took over.

Coarse it could be ignorance or maybe he thought it wasn't worth his time because it wasn't a high end engine. Glad you got him going though.

david

I didn't stop short, but intentionally held back on the ID. I think that Mark nailed it though.

Bob, yeah we would all like to know the ID but obviously this isn't always possible or perhaps needed as we seem to think it is.  Times have certainly changed, some for the bad and some for the good.  Hopefully you advised your cousin of the OGR forum and how great and helpful many of our members are.  Boy I'd be lost without much of the info I have received here.

Have a nice weekend.

Ken

Ken,

You can be sure that now that I am aware of his interest in trains, I will take him under my wing, and expose him to many of the good in this great hobby.

There's a BIG difference between "greed" and "self interest". 

Capitalism is driven by self interest.  It is hindered by greed.  A shop owner practicing self interest would have repaired the original loco with a reasonable profit, and then encouraged the customer to develop his interest in the hobby through scenery, accessory, or other items.  He would have created a long-term partnership with the customer, creating an atmosphere of trust and friendship.

Capitalism is beneficial to both the proprietor and the customer.

A shop owner practicing greed would have gone for the one-time pay-off and moved on.

Jon 

Kooljock 1, you hit a home run with your explanation.

Your right Jon,
America has become a land where everyone wants to create a sale but no one wants to create a customer.
In most business's like a hobby shop your not going to last long if a one time sale is all your hoping for.
Either way the proprietor will get what he wants in the end, a thriving business that makes a profit or a sign on the door that say's '"Going out of business"

David

Are you talking about G-------ski's ?

I am under the impression that this type of thing happens more often that we would like to see.

I am helping a friend with his layout that had a set of modern Culvert Loader/ Unloader that would not function correctly.  He took them into a Hobby shop to be repaired only to receive a call several days later stating "there are no service parts available for these so they are unrepairable.  Do you want me to scrap them for you?" Not realizing he had an option, he said OK.  Luckily, I ask him a week or so later if they were fixed, he told me the story and called the shop back saying he wanted them back and to not scrap them.

At train shows I have had numerous stories of people taking their old ZW's in for service and being "informed" they were not repairable and then offering to scrap them for the customer. (and three of them agreed to just scrap)

We all know that these have value even when not functioning correctly but these people did not.

This is not Capitalism but it is dishonest and those taking advantage of people like this should be called on it.

In the case of the original poster, I do not think it fair to post the shop's name but a letter should be written to the owner expressing the outrage it deserves.  It is entirely possible the owner has no knowledge this is or has happened until someone calls it to his attention.  Believe me, as someone who spent 23 years in industrial sales that relied on repeat customers, the last thing you want is an unhappy customer who does not inform you of the problems they have with your products, or service, or whatever.

I remember reading this and writing it down about 20 years ago from a sales self help book - "Reason why customers are lost: 1% die, 3% move, 5% miscellaneous, 9% price, 14% different product, 68% attitude or indifference of sale or customer service."

Happy railroading,

Don

Back when the earth was young and sliced bread was unknown....I worked as a sales manager for a local electronic parts distributor. Over the years, salespeople came and went. But, the one thing that never changed was the "lust" for that big, big sale - for which they were sure they would always be remembered.

The irony was that every time they made a big, big sale they would end up crying to the owner to set aside that one sale so as to not kill their commission check. Yes, those big sales were big bucks - but not in the profit department.

The other side of the coin was the items in the store that had tremendous gross profit - usually in the 300-400 % range. Generally, it took each salesperson one big sale to finally get it that "their" money was not in the big ticket items. Hence, they finally started providing real customer service to the average joe.

1/4 resistor > cost: .005  retail: .06

IDC connector > cost: .28   retail: 1.14

(I have no idea why I can remember those two items so well....must have been the commission check!

You should post the name of the hobby shop so people here and those who stumble across this thread know to avoid it.

A little ironic don't you think? You ask for full disclosure while hiding behind a nom de plume.

Actually, a letter--politely and properly worded--is what should have been done FIRST, rather than airing the problem on a public forum.  

There was a clip I read a long time ago about a sign outside a business.

The two rules for running our business.

1. The customer is always right.
2. If there is ever a time that the customer is wrong, please reread rule #1.

Words to live by.  Without customers, where would the business be?

I do remember that. But the subject line was very different. The guy had decent products and OK prices. But you are right.....

Of course you are right....

You should post the name of that hobby store so we can avoid them like a plague and teach them a very good lesson that this is a hobby that we all contribute to.

True, the customer may not always be right, BUT in this case.... the customer was "gassed".. and as a result "lost forever" to  that dealer and could have been lost to THE HOBBY!!!!!!!

Everyone should be self-employed for at least one year in their life.

Bob, you should of brought him to us, the ONLY Lionel and MTH service station on Long Island!. Yes, that other guy sells them but sends them to us to repair! Thanks "other guy" more money in our pocket and great to pick up your customers!:-)

“In the case of the original poster, I do not think it fair to post the shop's name but a letter should be written to the owner expressing the outrage it deserves.  It is entirely possible the owner has no knowledge this is or has happened until someone calls it to his attention. “

Don, point taken, I will do that.

I remember reading this and writing it down about 20 years ago from a sales self help book - "Reason why customers are lost: 1% die, 3% move, 5% miscellaneous, 9% price, 14% different product, 68% attitude or indifference of sale or customer service."

Excellent!

“Actually, a letter--politely and properly worded--is what should have been done FIRST, rather than airing the problem on a public forum.”

 Allan,

I fail to understand the dressing-down for posting this thread. I have read many threads lamenting about the LHS; that they need our support. Well here is a thread that falls under woe to the hobby; we need the LHS’ support. I didn’t name the shop because I am not seeking to do it harm. I did not respond to “Is it XXX?”; because I am not going to fall into that guessing game.

“There are just some customers that just can't be satisfied, so you move on and forget about the one you lost.“

David,

This may have some merit; but with that attitude when a customer walks in, would seem to doom any relationship. This second time customer (the first being when he bought the set) was not unreasonable in asking for help in getting his train repaired. He didn’t blame it on the shop owner or say that he wanted the repair for free. He just wanted to get it repaired. Instead he was lied to and blown off.

“Everyone should be self-employed for at least one year in their life.”

Racer,

Having worked for a large company that lived and breathed customer service; there was a motivational speaker at one of our VP meetings that related the story about the president of a failing airline that wanted to wake up his higher management. He called a meeting at a location where everyone had to fly into. Then he took steps to screw with their connections, lose their luggage, etc. When they all arrived at the meeting, grumbling, etc,; he merely asked how they liked being treated the way they treat their customers; and told them to fix it.

Charlie,

As I wrote above, "I will take him under my wing, and expose him to many of the good in this great hobby."

There is something to be said for having peaceful coexistence with others in the same business. 

Michael,

There are reasons why we are friends.  This is one of them!  This and your 'usual charming self' personality.

Dave

Wise decisions on your part in both instances.

If there are those who simply must know that information, all they need do is send you an e-mail.

Thanks Dave, anzani racer: 

Mike