I had hoped I covered all the bases in my previous appology buy some of your reply in that thread got me thinking. It wasn’t just your store I should have been appologizing to…it should have been to you as well. Ultimately the store is (or should be) and extension of the owner in one way shape or form. As stated before…your store is without a doubt (and not having been to all of them leaves me at a disadvantage but I am confident nonetheless) the best triathlon store in all of Canada. Sure every one has their nitpicks about some product they’d like to see stocked…but realistically that just isn’t possible (and certainly not in Toronto where rent aint cheap). I guess my problem (and yes it really is just my problem…until I made it public of course) was with the psuedo elitist attitude I was given by one of your employees at the time of my visit (the fact that I had driven over an hour to get to the store to be treated as such probably didn’t help matters). I have since been to your store a few more times (most recently to pick up my Multisport Canada age group award) and have been pretty guarded about how and what I say concerning certain products/aspects of the sport. As a result I haven’t been treated with any elitist attitudes since then…but as mentioned before…once bitten. In a nutshell this long winded explanation is my way of defending my reason for posting negative comments (although I don’t recall going into much detail before) about your store. For any potential harm my words have caused your store I am truly sorry. I realize working in retail (never mind retail to the sometimes uptight world of triathlons) is never easy and my initial experience was more than likely a fluke and to hold a grudge is unreasonable. Please accept this attempt at an appology if I in any way offended you.
Thanks for the kind words Tom. It’s not easy sometimes to admit you’ve done something wrong (and while initially I didn’t think what I had done was wrong)…certainly not in an open forum like this. But the more I thought about it the more I thought what I had done was of more harm to Mr Rishworth than to the person with whom I had the issue. And that was wrong. I can whine all I want but unless I did something about it at the time with the person in question (with Dan present) then my words have no spine. No offense to the other posters with arguements towards other stores (let’s face it…we’re the customers and we’re supposed to be right…right?) but really think about your issue with them and realize you are at least partly to blame. Put yourself in their cleats long before you drag their name in the mud. Words sure are hard to take back when the thread continues.
Kentiger, as I am sure you have seen, I put my foot in my mouth up to my ankle on this forum regularly. The good people here are kind enough to hold me accountable for it, and I accept responsibility, as you did also.
That is one of several things that make this forum work very well.
No need to apologize. My reply was not intended to make you feel bad about what you said. It was a fair criticism and one that I have heard before. My only point in my original post is that as store owners we have a hard time keeping a staff that performs the way we want all the time, but that it’s harder still if our customers don’t tell us about the problems they have.
It’s an old adage in retail that for every customer that complains to the owner there are twenty more who just complained to their friends. I just want my customers to know that they can and should complain to me.
Just remember constructive criticism is preferred over “tearing me a new one.”
Dan…if I could get even close to the kind of money I make, where I work, working for your store I’d do it in a heartbeat. Never had anyone complain about my performance (that might have been too much information). Can’t say I wouldn’t have a bad day but it would never find it’s way into a conversation with a customer. And as far as constructive criticism/tearing you a new one…as bad as any service I have received at any store none would touch that of the Dundas store…and I maintained composure (though he sure tested the limits) even then. If what I have to say can’t be said in a calm rational manner I’m not likely to say it (yes I’d rather go home and stew about it.never said I was the brightest). Glad this whole incident (if it could really be called that) has been cleared up with a minimal amount of damage.
While I have your ear (since I’m going to guess once you see this thread bumped up and my name as the last poster curiosity will get the better of you)…since you come very recommended by both Dan Empfield and Tom Demerly…both of whom are in turn well respected by many posters…as a fitter of tri bikes…how much is a fitting at your store? Been riding my Softride for over a year now and I’m pretty sure I am at least close to being set up for my less than delicate style of riding. I’m sure one of the local shops could fit me but someone who is a certified fitter for triathletes might do a bit more justice. If nothing else it would allow you to put a face to a name and give you the chance to ‘tear me a new one’ lol.
Our standard fit (~1hr) is C$79. We have a QuickFit option as well as advanced options but the standard is standard. Give me a call and Fiona or I would be happy to talk to you about it. 800-448-4678 x26.
“It’s an old adage in retail that for every customer that complains to the owner there are twenty more who just complained to their friends. I just want my customers to know that they can and should complain to me.”
Dan,
Excellent point, that very often can be the death of any service oriented organization, if they don’t know this and really try and engage with their customers. The internet and fast communication available today has exponentially accelerated how fast bad news, even if it is unjustified bad news, can be spread. This can be a real killer.
Many customers just walk out the door steamed about something, not engaging at all with the staff in the store and then tell not just a few people but can broadcast it to hundreds of people via forums such as this and email. Suddenly, Endurosports is the worst place to shop for what may be a minor issue.
Keeping your staff in line and up to speed is your biggest challenge. I know you do a great job at this. Best wishes for continued success.
"It’s an old adage in retail that for every customer that complains "
A study was done that found that if a customer is unhappy he/she will tell an average of 11 people but if they think you’re they greatest, they’ll only tell an average of 3 people. So it means you have to have a almost 4:1 ratio of happy to sad to break even.
