There has been a number of the LDS vs. Internet threads recently. I am sad to say that I have read most of them. This is the first time that I have commented. I guess I'm just bored.
I think the real issue, and it has been eluded to several times, is that SOME Lds's have the attitude that they deserve to make a profit because..., well just because I guess. It's almost like the role of merchant and customer is a little reversed. Like the customer should feel honored to support the lds.
Certainly not all LDS's are like this. My Lds is not, Scubatoys is not, NESS is not (just ordered something from them today and as usual great service) -But I have seen quite a few that are. I think anyone that has made it this far in this thread has experienced at least a little bit of what starts threads like this. Why does this attitude and concept of a business model seem to be so much more common in the scuba retail business than any other? Was this created in part by training agencies requiring brick and mortar shops for endorsement and manufactures controlling so much of the retail end? I don't know, but something is certainly different in scuba retail than any other.
"But isn't the LDS entitled to make a profit?" This question comes up in each of these threads, and usually, I suspect, by some frustrated shop owner. The answer is well - NO. You are not entitled to make a profit. You have to fight tooth and nail for it. I have to, the place where you buy you groceries has to, the person you buy insurance from has to, even your doctor has to. Why should you be any different?
I own a business. It is of reasonable size. I have a little over 100 employees and likely have considerably more invested in my business than many dive shops out there. I am in the restaurant business - I own a couple. Now just because I have the degree, invested the money and worked the hours am I now entitled to a profit? No. Do I give my customers a guilt trip or refuse to give them good service when I find out that they have eaten at Applebee's? No. Do I get frustrated when I see the Applebee's parking lot full? No - Well OK Yes I do, but I don't take it out on my customers. I realize that if they are busy and I am not then they are providing something that the customer wants that I am not. And I will try to find out what they are doing and I try to do the same only better.
See, what I have really learned is that I while I sell food and entertainment, I am really in the marketing and customer service business. I don't sell anything that anyone needs. My establishments are not the only place they can get what they don't need (in fact restaurants are the most common business), and I am really competing with each and every one of my customers as each of them is capable of cooking for themselves.
I choose to do business in a very competitive market. I like competition. I believe that strong competition makes it easier for those good at what they do to be successful and it creates better value for the customer. I sell food and drink, but I am in really in the business of making my customers happy and constantly reminding them of how much they like to partonize my establishment. This is a concept that must be learned if you want to be successful in business. It doesn't matter what business you are in.
For those LDS's out there that think that their customers owe them something and that they should put up with the bs because you have the god given "Aqualung, Scubapro, etc dealership, I am afraid to tell you that your days are likely numbered. Your market is getting smaller and more competitive each day. If you fail to give your customers the perceived value they want and you fail to remind them that you do then you might as well close now.
For those LDS's out there that understand you are selling customer service, knowledge and information, and realize that you are really in the business of marketing your service, knowledge and information then THANKS and keep up the great work. I love spending my hard earned money with you.
Rant over -
Hunter