|
Kami - 8/16/2008 6:26 AM 
The dive shop that my husband and I go to tends to be a little on the high side on prices for gear so we dont buy the majority of our stuff from them but through leisure pro. That being said, we do try to purchase from them from time to time to help support the shop. All of our rentals are through them and our classes too. We refer anyone we can to them as well. The prices are the only downside, and they are almost double what leisure pro sells for. The best thing about the local dive shop is the quality of the people who work and teach there. They are able to answer any and all questions and are always willing to help. There is no discrimination between the most experienced divers and the newbies or even the curious. You can tell that they love the sport of diving, it is their passion and it shows.
I would say good prices and a staff that really knows a lot about diving would be two major factors keeping the customers happy.
|
|
|
First f all, Get youself a very good accountant and bookeeper as well as a lawyer. Second, make sure that you have a staff that knows the RETAIL business and can SELL!!! Make sure that the people selling your stuff have a good PRODUCT KNOWLEDGE or have someone there who does. The most important thing, in my opinion, is to remember that the dive business is like any other retail business, and SELLING is the key. Be a good salesman or have someone/some people who know how to sell!. The classes are not where you make the money, its the selling of gear and rentals is where you make the money.
The dive business can have a great and friendly relationship with other local dive shops, but do not be fooled into the idea that they all work together and want the same for you as they do for themselves. They may want you to do well, but they want to do better than you and they would rather have your share of the customers than have to share them with you.
|
|
|
I disagree with malibu. The dive shop that’s closest to me, the guy behind the counter has such a forceful sales pitch, you can’t get out of the shop without buying something, even if you don’t want it or need it. I NEVER go to that shop anymore.
The dive shop that’s 1/2 hour drive away, they’re not such hard sellers and they’re really good. They know diving and they’re good instructors. But every time I go in there, they don’t acknowledge my presence. Maybe they’re real busy with what they’re doing, but as far as I know they could be playing solitaire on the computer. I’ve taken several classes with them, all good, but they still don’t know my name. I still go to them every once in a while - they’re more convenient for classes and they open earlier than other dive shops.
The dive shop that’s an hour’s drive away. I went in once for something or other. Six months later I went back for something else. The owner was on the phone, or with a customer I can’t remember, but as soon as I walked in the door, he greets me by name and tells me he’ll be with me as soon as he’s finished. The friendly, outgoing, personal touch is what people like, and why I keep going back to the shop that’s an hour’s drive away, instead of the one that’s 1/2 hr or even 10 min. away.
The owner of that shop also says you have to dive with your customers or you’ll go out of business. He arranges local dive opportunities as well as exotic vacations. Btw, that dive shop owner doesn’t push the merchandise. He’s knowledgable about it and will discuss it. He’ll even point you to a comparable and more economic brand of product and discuss it’s merits. He’ll leave the buying decision up to his customers and won’t push for a decision either way. If anything, if a customer is indecisive, he’ll encourage them to take some time to think about it. That’s why I tell everyone I meet about his shop. He’s worth the drive, even from 2 or 4 hours away.
|
|
|
|
Listen to what Divemaiden said about the person in the second dive shop. There is a guy who knows the retail business and knows how to sell. I too hate pushy sales people and being made to wait for a long time or just be ignored. Everything she said actually agreed with me. The guy in the second sive shop knows the retail business
As a former manager for a major specialty athletic shoe and apparel company. I knew my regular and occasional customer, I had the product knowledge to give well informed information, I also knew what could save them money and I knew that if I did the best for the customer they would come back. A repetative customer is the life of any company! Sometimes that meant sending them to a competetors if I did not or could not get what they wanted. So everthing I said, Divemaiden actually agreed with. I said get someone who kows how to sell and has product knowledge. Sometimes knowing how to sell also means knowing when not to selll! I am in full agreement with Divemaiden and from what she said, she is in full agreement with me and what I said and meant. A good salesman does not take advantage of his customers, he needs them to survive.
|
|
|
A wise man once told me "Treat a customer good, and they’ll tell 3 of their friends, treat a customer bad, and they’ll tell ten of their friends." Altho not specifically related to dive shops, it seems to me that this advice / info would apply to any buisness.
|
|
|
I disagree with Malibu also, as a shop owner you must have product knowledge, but most of all a personality. People do not like the HARD sell. If you give a customer a good product at a fair price they will stay withyou. Being a good instructor is also very important, that is not only knowing what your ding as far as your teaching, but being able to relate to the students and their fears or concerns.
|
|
|
charl - 8/18/2008 3:51 PM
Wow. Thank you for all the informatiom. I must say that i was VERY surprised. Being in South Africa no-one wants the sun to sine on another person. every one is so busy trying to survive the high inflation that there is no more customer service. therefore i haave decided to go on my own and boy am i scared. i dont have a shop, but will start with classes at home, no more than 4 students at a time (i have gear foe 4 students) and work from there. does any one know of generic products that are cheaper than the brand names but just as good? Cressi, Mares, Scubapro etc are all so expensive here.
|
|
|
What you all are saying is....PEOPLE BUY FROM PEOPLE. It doesn’t matter if you have a dive business, insurance business or lumber yard, people are going to buy from people that treat them with respect, acknowledge them by name, and give them value for their money. The problem with buying online is, sure the merchandise is cheaper but where are you going to have it serviced? How is your local shop going to treat you when you walk in the door with gear bought somewhere else? I have developed a great relationship with the local dive shop and he now gives me deep discounts plus he’s a great guy and I enjoy doing business with him.
|
|