Why I don't support my LGS

[khyron1144]

Good FLGSs

I seem to be in a minority, here, but I think my local gaming stores are all friendly and reasonable. In the Greater Grand Rapids (Michigan) area we have:

1) White Caps Comics, in a way, the only true gaming store in the area. That is to say, they have games for sale and they have gaming tables. They will do special orders, which will arrive promptly if the product is already in print and they do okay at preorders too (although the only things I pre-ordered with them were Palladium books that came out after the troubles and the shipdate slipped on Palladium's end).
The management is a woman named Priscilla. She's friendly and knowledgeable.
Very minor complaints are: the radio she plays for pleasant background music is tuned to the local Christian station. I am a Pagan. I can't really expect the world to conform to my desires, though, and it doesn't get to me overmuch. Also I am not overly fond of certain resident geeks at the gaming tables.

2) Argos Bookstore, mostly a used bookstore/ comics specialty shop, but they do have an okay gaming section, including used stuff.

3) Rider's Hobby shop. A big hobby shop with a decent gaming section. The only thing even near a complaint I might have about these guys, it feels a bit impersonal shopping there because it is such a big shop.

4) Apparitions, another comics store, used bookstore, games store all in one deal.

 

[Coplen]

You know, honestly. . . adhering to posted store hours sounds neither rude nor crazy. That happens to be standard retail procedure. Sure, some stores stay open a bit later to accommodate customers but that is the exception. I think that you may have been spoiled a bit elsewhere.

I worked retail for years. I always closed down the store (when I had to close) right on the dot. I would only let customers stay if I knew them and didn't have anything to do right afterwards.

 

[Cabled]

Customer service is important, no doubt. My point is that customer service isn't about giving the customer everything that they demand without regard for the store's needs. Most consumers (including those posting on this thread) seem to be either unaware of this or choose to ignore it. To the case in point. . .

Extemporaneously extending store hours so that an anonymous consumer can browse the store isles (with no guarantee of making a purchase, even) might be nice, but it's hardly a requirement of retail (or even good retail). An individual demanding that a store do this OR ELSE is bad consumerism. Asking a store to do it is one thing. . .

Expecting this from every store and threatening to take your business elsewhere if they don't meet your personal expectations to the letter is something entirely different. Again, these are the customers that many retailers would pay money not to have to deal with on a regular basis.

It doesn't sound like much of a "threat" to me though, it sounds like they've actually done it. And it doesn't sound like something they hurled at the employee (who may or may not be the owner, I'm not sure anyone here knows) trying to get demands met, they simply completed thier transaction, were not happy with the customer service and experience, and will not be returning. That is quite different than standing in the middle of an aisle holding up a book proclaiming if you don't get it at 25% off you will never be returning. In this day and age of internet, customer service and instant gratification are the ONLY things any real "brick and mortar" store have to offer.

 

[Vanuslux]

My experiences with game store clerks have rarely left a good taste in my mouth. Most often it's simply an air of being made to feel like I'm interrupting something by approaching the counter, but then again I'm rarely that guy coming in 20 minutes before closing so maybe I just don't do much else other than come in, get my stuff, and leave and therefore the clerks only have my mere existence to be annoyed by. All too often, it seems like that's enough.

 

[Paradox]

Meh, nevermind.

 

[Storyteller01]

One big reason why you get the gamer fatbeards as you called them, instead of normal retail employees is that a lot of these stores don't pay much and you have to be a gamer looking for a discount or a nerd who wants to be around games to really want to work there.

The stores need to realize that they can't compete with online sellers for price or usually selection so they have to offer great serivce to get customers. If they don't they will join the throngs of stores that were put under by Amazon and the like, which isn't a bad thing IMO.

This I'm not so sure about. I just started wirking at my LGS, and internet sales aren't the biggest threat. You end up paying in shipping what you gained in the sale (or so the customers say). Our biggest concern is the big chains (Barnes and Nobles, etc) who can afford to under cut us.


As for the OP's encounter: too many variables. What kind of day did you have, what kind did he have, is he always this way or was it something unique, etc? I wouldn't have handled it the way he did, but at the same time when the announcement comes over the loud speaker I need to help the customer make up their mind a bit faster if possible.

 

[MrFilthyIke]

Again, your friend is the exeption. Seriously.

More correctly, the problem seems to be how you perceived it

But that person with that "perception" has now gone online and started bad mouthing the LGS and lost future business. The dude was rude. You stay open till closing time, and POLITELY speed up assisting those in the storing at closing time.

I think you just like in a rude town to expect that, jdrakeh.

 

[frankthedm]

A legitimate response.

But who's saying this? Retail owner, or peon clerk?

Damn straight. Owner makes that call. Hell, IMHO owners should be the ones to close up whenever possible just to ensure the clerks don't chase paying customers away.

 

[Flexor the Mighty!]

This I'm not so sure about. I just started wirking at my LGS, and internet sales aren't the biggest threat. You end up paying in shipping what you gained in the sale (or so the customers say). Our biggest concern is the big chains (Barnes and Nobles, etc) who can afford to under cut us.


As for the OP's encounter: too many variables. What kind of day did you have, what kind did he have, is he always this way or was it something unique, etc? I wouldn't have handled it the way he did, but at the same time when the announcement comes over the loud speaker I need to help the customer make up their mind a bit faster if possible.

Around here you pay full retail at B&N/Boarders/Waldenbooks, etc. The only place I can find to get a better price is Amazon. I bougth the Nine Hells book from them for 19 bucks and shipping would have been five bucks or so, but I just tossed in a 6 dollar novel and got the shipping for free. Even if I had paid shipping it would have been the 30 dollar price tag of the game store/big book store.

 

[frankthedm]

This I'm not so sure about. I just started wirking at my LGS, and internet sales aren't the biggest threat. You end up paying in shipping what you gained in the sale (or so the customers say). Our biggest concern is the big chains (Barnes and Nobles, etc) who can afford to under cut us.

Uhm, I have never, and I mean never, seen Waldens, Borders or Barnes sell a D&D book at less than retail. I walk in their store and if the books even have a sticker, the price is the same.

Now I have seen them get the books faster than a LGS. That has cost my LGS a few sales. Not because I saw it there and bought it, but because I saw it there, went to the LGS, asked about that very book and was told the "it's not out yet" line I have heard at numerous comic and hobby shops. If the store was honest and admitted they did not have it yet, I would have waited. Being lied to sent my business elsewhere on several occasions.

If your distributor is lazy or your shipments are late, do not lie about it. The “it’s not out yet” line worked 20 years ago. Customers know better nowadays.