Again, thanks for all the input (more than I would have guessed last night) and I will spend the time to read and re read all the post and look at the web page and get with the designer to implemnet some of the suggestions and update to our new logo.
Now to Craracer, the biggest complaint and issue we have is getting info from the manufactures reps. I understand I am just a small shop 4 hours from Denver and 5 from Salt Lake City, but I am a customer and I do have more of their product in my store than some of the shops in the "big city". In the almost 2 years that we have owned the store I have seen the rep from Atomic, not one time. The other reps maybe, maybe 1 time. But honestly we never see them. But that should not ever stop a shop from giving you a price on something that you want to order as I do have all the current price list, and I do order just about all product on line so I know if it is stock when I order it. What makes not seeing the reps hard is when they introduce a new product and great I got the brouchure but how about a little chat about features and benefits so that I can inform our mutual customer. Heck, we can even have a webinar to cover the new stuff.
Now I will not excuse any employees of shops that do not know their product. How can you talk to a customer if you dont know (this is a gripe I have with all industries). There are the books and web sites to get the info. Grab the product off the shelf and hold it, look at it. It isnt hard to be somewhat knowledgeable on our products.
I am a one person store, my wife and I both have other full time jobs, but mine as a mortgage banker allows a lot of flex time to work the phones and emails for my clients. But the store is open on time every day 6 days a week and to be honest, the customers know I am here early, since the truck is parked right out front, not a problem opening early and staying late. It is what we do.
But that is the end of that rant, the manufactures reps are among the worst of any industry I have ever been associated with and that does not nor will it ever excuse poor customer service from me to you.
oh and trying to hire anyone that is a diver and looks presentable, well that would be another challenge for the future and one I look forward to