Camera salesman's point of view
Unfortunately, cheap is cheap..... We want Walmart prices at the Rolex store. Not just want--expect.
Well said. As well, sometimes when we try to squeeze a penny too hard, we end up screwing ourselves, even if we don't realize it in the end. Here's a story from the point-of-view of the other side of the camera store counter, more on the concept of "deals" than the main topic of rude service:
When I began working in camera stores as a teenager back in the early 1970's, I built a following of "customers" who adored visiting the store and picking my brain. I am basically a very friendly and open person, but as a novice salesperson I naïvely used alot of time in my demonstrations, showing-off how much knowledge I had and talking too much. When B&H came onto the scene (1973?), certain "customers" would come to the store to get help in selecting the right equipment often receiving what was, in-effect, a mini photo-course along with the 15 to 20 minute demo and explanation
only to end-up buying later by mail, in order to save $15.00 or $20.00 (
this amount was usually our profit margin!!!).
Adding salt to the wound, often the same customers would return to the store to proudly show their "friend", the young salesman, their newly-acquired camera,
and to ask him, again, how to correctly use it!.
Of course, the store was happy to at least have a new photofinishing customer. But, this scenario began to occur
so frequently (even with the the older, more experienced salespeople ...and probably in more than one store in the U.S.!) that the store soon created a reasonably priced week-end photography and camera-use course for any beginner, whether they be our customers or not. Recent purchasers of cameras at the store received a coupon for free attendance. Also, salespeople were admonished not to spend
too much time in demonstrations, all while keeping the quality of service at a correct level.
Customers who needed "how-to" explanations on new equipment which was bought elsewhere would be courteously given a few pointers, but beyond that, would be adviced to take the course.
Poof. The "deal" had disappeared, whether the non-intentionally abusive mail-order customers realized it our not. However,
understand that the photo-courses were not intended as some sort of "revenge", but rather, they came into existence as a natural evolution of the business scene at that time. The course was, in fact, a needed service.
The point is, there was now
tangible added-value in buying a camera at the store, compared to buying by mail-order (by this I mean to say that the demonstration, explanation and selection aid given by a salesman in a store is rarely appreciated as a
service and usually taken for granted. We, as customers, normally view the salesman as someone who is trying to make a commission on something we were going to buy "anyway". That's a clerk. A good and honest salesperson yes, they exist is one who helps you select the right equipment at an acceptable price. That service deserves to be recognized and paid for just as a photographer should be compensated for more than just the cost of film).
I will agree that certain customers notably, those at a professional level didn't give a hoot about such a photo course . . . but, then again, they ordinarily didn't need as much demo and explanation (this was
not necessarily the case!) and already understood the value of dealing with a local dealer, especially when it came to exchanging faulty or un-wanted equipment
quickly, or getting loaner equipment for repairs-under-guarantee, etc. It shouldn't be forgotten that
time is money, too!
But a
"deal" isn't
only about money. Please don't get me wrong; I'm all for saving money, too! However, if something is cheaper somewhere, especially when it's
appreciably cheaper I think it's useful to ask oneself out-loud before buying: what would I be
giving-up or losing by paying less? When this question is honestly answered, and
if you can live with whatever difference there is, then buy it. Sorry if this seems too obvious to state, but I really believe that many people think it's completely possible to buy something cheaper and have all other things remain equal. Perhaps it can happen, but I think it's rare.
As I write this, I'm thinking about the
absolutely incredible deal I recently got on a used Linhof monorail view camera. After closer inspection, I found that I'll have to go out and buy some Naval Jelly, try to find a focussing track without broken teeth and replace the bellows ...
but, for the price I paid, I can live with it!
(PLEASE NOTE: This post in no way intends to defend or excuse bad customer service! I live in France, where the customer is not only NOT necessarily the "king" ... sometimes he is even the object of disdain! Therefore I, too am frequently a victim of bad CS and I sympathize with those who experience the same problem).
Best,
Christopher
.
