The problem is many LDS' need to take some serious marketing or business classes and learn how to deal with people. There is nothing wrong with giving some incentives and expidited service to the heavy hitters but you gotta treat ALL customers with respect.
I recall speaking to an LDS owner about how a new regulator was coming out with "self adjustable" IP settings (we know all regs are adjustable but this made it idiot proof) and he stated to the effect "what are they (manufacturers) trying to do to us!" It's obvious he likes the "dumbed down" customers. Divers that are not self sufficient. If you don't know how a reg works you gotta pay to have it serviced. I can understand gaining profitibility in this market segment (some folks can't or don't want to service their own gear, that's fine) but I think that overall attitude is BAD for the scuba business. This is not golf. This is a serious sport with serious implications if you screw up. Divers should not be treated like idiots because they don't happen to follow the LDS model. And they should be given ACCURATE information when they ask a question. Not some lame LDS BS wive's tales so they get "forced" into buying something that is not right for them! Sooner or later they'll figure out you screwed them and it will do MORE HARM than good to your business. That being said, I'm sure they see MANY idiots in the shops that just drive them crazy but still, the customer is always right. And if you happen to be a self sufficient diver that wants to rebuild your own gear, or buy something that the LDS does not sell or recommend, then so be it! TARGET your sales to this type of diver! Chances are he may become a tech diver (lots of expensive gear here) and may need advanced training or something. I've only been diving 2 years but I've NEVER seen such a screwed up business. There do seem to be some shops out there that are getting the message and are doing VERY well by the way.
I recall speaking to an LDS owner about how a new regulator was coming out with "self adjustable" IP settings (we know all regs are adjustable but this made it idiot proof) and he stated to the effect "what are they (manufacturers) trying to do to us!" It's obvious he likes the "dumbed down" customers. Divers that are not self sufficient. If you don't know how a reg works you gotta pay to have it serviced. I can understand gaining profitibility in this market segment (some folks can't or don't want to service their own gear, that's fine) but I think that overall attitude is BAD for the scuba business. This is not golf. This is a serious sport with serious implications if you screw up. Divers should not be treated like idiots because they don't happen to follow the LDS model. And they should be given ACCURATE information when they ask a question. Not some lame LDS BS wive's tales so they get "forced" into buying something that is not right for them! Sooner or later they'll figure out you screwed them and it will do MORE HARM than good to your business. That being said, I'm sure they see MANY idiots in the shops that just drive them crazy but still, the customer is always right. And if you happen to be a self sufficient diver that wants to rebuild your own gear, or buy something that the LDS does not sell or recommend, then so be it! TARGET your sales to this type of diver! Chances are he may become a tech diver (lots of expensive gear here) and may need advanced training or something. I've only been diving 2 years but I've NEVER seen such a screwed up business. There do seem to be some shops out there that are getting the message and are doing VERY well by the way.