SiriusBlack
Always make it look easy...
- Joined
- Nov 17, 2007
- Messages
- 932
Over the last month (and prior) I have visited several different B&M cigar retailers. I guess for one, I like to support the small shops and I'd also like to build a relationship with a comfortable shop that I can go to and smoke at from time to time. However, again and again my experience ends up being less than what I had hoped. I would say 4 of 5 of my experiences involved a less than welcoming shop owner at best...in most cases they were out and out rude. I am not just talking about in Philly. I have tried places outside the city...even went to a shop when I visited Boston this month and it was the same thing.
In most cases I received a half a$$ hello (if any at all…yes over the weekend I had a shop keeper in very small shop not say hello until I got to the counter to pay). In several other cases I was asked "can I help you" before I was all the way in the door. Typically its in a tone you would use if you saw a door to door salesmen coming your way. I understand I don't fit the usual demographics of the cigar smokers or what some think of when they think of a smoker but in my opinion you should treat everyone that walks in your door as an opportunity to build a relationship.
Today's visit took the cake though. I go to this establishment in my area on the recommendation of a co-worker. Nice place, has a coffee bar, and a nice size walk in humidor. I immediately (two seconds after walking in) get the "can I help you" as described above. I say "no thanks...I am meeting some buddies here and just wanted to see if they were here yet". The owner or manager says “uhh okay” and walks away. He comes back a couple of times and gave me a couple of weird looks. So I realized that being on vacation a few days I probably looked a little rough around the edges. So I ask the shop keeper does he know my co-worker that recommended the place...he says "oh yeah I know him". I tell him that the co-worker was supposed to join me but could not make it at the last minute. So I was just waiting for another friend. Then he seemed to be at ease. So I guess I had to validate my presence by letting the owner know that I was friends with one of the regulars. I mean I don't think I am menacing looking. I wear glasses for Christ sake but fine....whatever he stopped watching me.
Now get this...my other buddy arrives. We head to the walk in and pick out some smokes. The manager disappears by this point to continue watching the game in another (private room). Yeah now that I actually need some help he is no where to be found. So an older woman helps us. We then head to the coffee bar and order a couple drinks and light up our smokes. Later a group of college age guys come in and the women asks them the "can I help you" question with the similar tone. They say no we are just looking right now but thanks. Out of ear shot of them she says "what do you mean you are looking. You don't go into the walk in humidor to look. Either you are buying or you are not". I almost fell over. These guys could represent a future relationship not to mention all the recommendations they could make to their friends and she just completely crapped on them. Maybe they were newbies too nervous to ask the questions they had about all the cigars. I just felt like it was a huge missed opportunity.
I guess I say all of this to say...no one...at least not me...wants to be required to visit a shop 10 times or some other magic number before being treated as a welcomed customer. I know there is a certain level of familiarity that comes with being a "regular" but to a certain extent shouldn't everyone be treated that way? In addition I shouldn't be the one being overly pleasant trying to win THEM over or prove to them that I am a serious cigar guy.
On-line retailers are not killing business for B&M's just because of cheaper prices. I would argue lackluster service is a big part of it too. Here's my argument...if the B&M adds no value to my cigar smoking and buying experience then what reason is there for me to support them? If I can get comparable prices if not cheaper on line what reason is there for me to keep trying to support B&M retailers who seem to be only interested in catering to their regulars and rushing the rest of us out of the door as soon as possible. Certainly there are many many exceptions to what I have experienced but for me there have just been way too many that fall into this category. Just my two cents.
In most cases I received a half a$$ hello (if any at all…yes over the weekend I had a shop keeper in very small shop not say hello until I got to the counter to pay). In several other cases I was asked "can I help you" before I was all the way in the door. Typically its in a tone you would use if you saw a door to door salesmen coming your way. I understand I don't fit the usual demographics of the cigar smokers or what some think of when they think of a smoker but in my opinion you should treat everyone that walks in your door as an opportunity to build a relationship.
Today's visit took the cake though. I go to this establishment in my area on the recommendation of a co-worker. Nice place, has a coffee bar, and a nice size walk in humidor. I immediately (two seconds after walking in) get the "can I help you" as described above. I say "no thanks...I am meeting some buddies here and just wanted to see if they were here yet". The owner or manager says “uhh okay” and walks away. He comes back a couple of times and gave me a couple of weird looks. So I realized that being on vacation a few days I probably looked a little rough around the edges. So I ask the shop keeper does he know my co-worker that recommended the place...he says "oh yeah I know him". I tell him that the co-worker was supposed to join me but could not make it at the last minute. So I was just waiting for another friend. Then he seemed to be at ease. So I guess I had to validate my presence by letting the owner know that I was friends with one of the regulars. I mean I don't think I am menacing looking. I wear glasses for Christ sake but fine....whatever he stopped watching me.
Now get this...my other buddy arrives. We head to the walk in and pick out some smokes. The manager disappears by this point to continue watching the game in another (private room). Yeah now that I actually need some help he is no where to be found. So an older woman helps us. We then head to the coffee bar and order a couple drinks and light up our smokes. Later a group of college age guys come in and the women asks them the "can I help you" question with the similar tone. They say no we are just looking right now but thanks. Out of ear shot of them she says "what do you mean you are looking. You don't go into the walk in humidor to look. Either you are buying or you are not". I almost fell over. These guys could represent a future relationship not to mention all the recommendations they could make to their friends and she just completely crapped on them. Maybe they were newbies too nervous to ask the questions they had about all the cigars. I just felt like it was a huge missed opportunity.
I guess I say all of this to say...no one...at least not me...wants to be required to visit a shop 10 times or some other magic number before being treated as a welcomed customer. I know there is a certain level of familiarity that comes with being a "regular" but to a certain extent shouldn't everyone be treated that way? In addition I shouldn't be the one being overly pleasant trying to win THEM over or prove to them that I am a serious cigar guy.
On-line retailers are not killing business for B&M's just because of cheaper prices. I would argue lackluster service is a big part of it too. Here's my argument...if the B&M adds no value to my cigar smoking and buying experience then what reason is there for me to support them? If I can get comparable prices if not cheaper on line what reason is there for me to keep trying to support B&M retailers who seem to be only interested in catering to their regulars and rushing the rest of us out of the door as soon as possible. Certainly there are many many exceptions to what I have experienced but for me there have just been way too many that fall into this category. Just my two cents.
