BurningChrome
Registered
thanks for all of the replies; a lot of food for thought!
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I don't understand this continuous debate as if there is some sort of "loyalty" required of your customers. I know of no other industry that store owners feel betrayed if their customers went somewhere else to buy. Sure, they may feel disappointed, and that's good.
when purchasing equipment are you better served in the long run if you buy your equipment at your local dive shop--especially if that's the place you intend to do additional training?
it appears that the prices might be better with the online stores, but you lose out on the personal attention and if something breaks the local shop is around the corner but the online store is...???
or is all of that moot because you've just gotta find the best deal no matter where you find it?
...just askin'...
Remember, they are just dive equipment sales just like anyone else. I've seen LDS grow in spite of this competition, and I've seen some go away. If you don't keep your business model effective, you're going to go away. I've seen too many dive shops run like a hobby rather than a real business.
If you can't compete using your current business model, you've gotta change. If you don't think change is necessary, just ask a dinasaur how that worked for them.
View attachment 60120 Click for a larger version.
Are you a loyal dive shop customer? Here is the SSI Customer Loyalty Cycle. The merchant has invested in a business designed to keep people diving and spending. It starts as a curious individual walks in the door. (Notice the Education and Bonding Phase.)
A shop that understands they should earn our business & loyalty is a shop worthy of said loyalty.
Note that the key to making sure the customer moves to every new step is satisfaction.