Camera Store idiots...

[Don Parsons]

I went to one of the two remaining non-chain camera stores in town yesterday. It's quite a drive for me, probably 20 miles. About twice as far as their competitor, but they carry hahnemuhle paper and the other store doesn't.

I picked up the paper, some ink cartridges and went up front to get some "gasp" film. There were three girls behind the counter. I stood looking for a couple minutes at the few remaining stocks of film they had, and then stepped up to the cash register.

All three girls then went to the back of the store, leaving me and two other customers in stunned disbelief. :bang: There were no salesmen behind the counters, no one at the cash registers and only 1 employee helping with a person dropping off some files via the instaprint machine.

Later when I calmed down, I called the manager and explained what happened. He asked if they had been able to help me. I laughed at him. I told him when the store employees walk away from the register when I'm trying to pay, I wallk away from the store. He apologized and said "They're new". I told him it was managements fault them for not training them the obvious-help the customer.

I told him I would just order the stuff from B&H, it would be here tomorrow.
You try and help the local guys out, but when they walk away it's impossible.

I guess I won't be making that drive any more...

don

(Mods: Move this if it's in the wrong forum-thanks!)

 

[shadowfox]

Don, I've been trying to help local camera stores also, but most of them are so far down the slope it's beyond help.

In fact, if more of us buy film online from B&H or Adorama, we're forcing them to re-stock from the factories. Most local shops just want to get rid of their inventory and not order film anymore.

Sad, but I think it's true. The only local shop I frequent develops 120 within an hour or two, that's the only reason I went there.

 

[photogdave]

They were new. The manager apologized. Maybe he hasn't had time to train them properly. Maybe there was a reason they had to disappear at that time.
Yes that was poor customer service, but I find your reaction a little over the top. They are probably happy to have you shop at B&H.

 

[Nikon Bob]

don

I can see why you are upset. At a minimum, one of the clerks should have stayed at the cash register with customers waiting to pay. There should be no need to train sales staff for this situation. The right thing to do should be self evident to even a two year old.

Bob

 

[cmedin]

Don, I've been trying to help local camera stores also, but most of them are so far down the slope it's beyond help.

Sadly, I agree with you. As much as I want and try to support the few remaining locals, it's getting pretty difficult. The place near me stopped carrying Ilford films altogether, and don't seem to have any plans on replenishing the remaining Kodak stock. I wanted to get some contrast filters from them, and every week they were 'on order, should be here in a few days'. I wonder if that order even exists. The only thing they seem to be replenishing is Kodak chemicals.

 

[lic4]

For me, the local store is B&H, and for what it's worth, I've had extremely terrible customer service experiences there as well.

 

[cmogi10]

I'm in the exact opposite position, my local store is incredible, everytime I go in there I'm blown away with the personal level of customer service and knowledge the staff has. They go above and beyond any staff I've seen at any other store.
I guess I'm just lucky...
They also have a beautiful assortment of Leica stock for me to drool over.

And since im glowing, the store is Bergen County Camera in Westwood NJ, I've delt mostly with Rob and Paul and they've put up with me enough to have me as a customer for life.

 

[rogue_designer]

thank god for Central Camera in Chicago.

We have Helix and Calumet as well, but Central is still tops when it comes to customer service.

Sorry to hear about your experience Don.

 

[Graham Line]

My closest shop is trying hard, stocking all the new stuff, but it must be an uphill battle. At best there's one person at the sales counter and maybe another at the film/processing counter.
The 'big store' across town seems to be busy most of the time, with pretty decent help once you get their attention.
Friends at both shops -- one matches prices -- say a lot of one-timers come in, ask a million questions about some product, and then disappear forever.
The slacker service problem isn't just photo shops, though -- it happens in all retail.

 

[flippyot]

If you didn't say something to them (if you did you didn't mention it in your story), then you are over reacting to the situation. Yeah they should have recognized that you were going to make a purchase but not all peopel are bestowed with common sense.

I've travled the world over twice and I've dealt with my share of problems, I was once yelled out of a store for asking if the owner might consider selling his expired film at a lower price (I mean he was pricing it as if iit were new...) If you're not proactive in trying to get what you want then you are not going to get what you want, simple as that.

 

[Anupam]

I agree that B&H sucks as a shopping experience. Why pay NYC taxes in-store and get bad customer service in the bargain? I just order online. Central Camera is just the opposite - lovely lovely store but I wish their web front was a bit more organized. Most smaller stores suffer from hourly wage part-timers who know a few platitudes about zoom factors and megapixels. Not really their fault but it makes shopping an unpleasant experience.

-A

 

[Al Patterson]

My loacl store in Delaware, Cameras Etc., is a really great store. They carry and develop film. Customer service is top shelf.

As for Bergen County Camera, I went there a few weeks back and it is also a great place. More staff on site than at Cameras Etc., but then again I think more people live in Bergen County than in the entire state of Delaware.

 

[cmogi10]

My loacl store in Delaware, Cameras Etc., is a really great store. They carry and develop film. Customer service is top shelf.

As for Bergen County Camera, I went there a few weeks back and it is also a great place. More staff on site than at Cameras Etc., but then again I think more people live in Bergen County than in the entire state of Delaware.

Hah I wouldn't be surprised, Bergen county has a ton of people crammed into a less then large area

 

[jack palmer]

If you didn't say something to them (if you did you didn't mention it in your story), then you are over reacting to the situation. Yeah they should have recognized that you were going to make a purchase but not all peopel are bestowed with common sense.

I've travled the world over twice and I've dealt with my share of problems, I was once yelled out of a store for asking if the owner might consider selling his expired film at a lower price (I mean he was pricing it as if iit were new...) If you're not proactive in trying to get what you want then you are not going to get what you want, simple as that.

Over reacting? would it be over reacting to ask that your hamburger be cooked when you order it or to get the correct change back or any other service that you expect as a paying customer. If I want to be "proactive" I would cook it myself. Should he have to wait on himself. unbelieable

 

[jan normandale]

Toronto is fortunate to have a good selection of camera retailers,

• Henry’s
• Downtown Camera
• Vistek
• Wongs
• West End
• Toronto Image Works for Lab / film work
• Pitko for Lab / film work

 

[sooner]

I see the problem not so much about a camera store but service in general. Isn't this partly the same as people who let the door slam on you behind them or don't thank you when you hold the door for them and their family? The only problem with my local pro lab is the sales people generally act conceited, as if I'm not serious enough to step foot in there or chat them up. I would say you can't necessarily judge a store from one encounter, but then again if it were my store I would make dang sure my people were trained because great service is the only competitive advantage of the brick and mortar camera stores anymore.

 

[dmr]

Obvious customer service issue. My guess is that the employees were not really in tune with the level of service which is expected at a camera shop. A little bit more than "... ya want fries with that?"

At the local indie shop here (one of three branches) they always have 2 people staffing the film and processing counter and there is seldom a wait. There are, of course, always a couple over at the expensive stuff counter, and it seems like there's usually one just walking the floor and assisting as needed.

If they were just a wee bit more competitive with the common films, I would give them more business.

Speaking of which ...

thank god for Central Camera in Chicago.

I finally got to Central Camera last month, after passing it umpteen million times. Picked up the new Velvia 50 to try.

They aren't cheap, but I did notice that the level of customer service was high. Even though it was semi-busy, there was not really much waiting. I just made eye contact with a salesman who finished with another, stepped up, and he knew exactly what I wanted.

My guess is that Central Camera has a strong local customer base, and they would not keep that without good service.

 

[Trius]

I see the problem not so much about a camera store but service in general.

I couldn't agree with this more. I can't exactly put my finger on it, but there seems to be a culture of indifference (to say the least) and entitlement rampant. I do find exceptions, of course, but the number of (young) employees who exude an attitude that you are somehow inconveniencing them to expect them to stop chatting each other up, talking on their cell phones, etc., to provide even the minimum of attention ... is absolutely astounding.

 

[photobizzz]

As I remember it (15 years ago) when I was in the market for a "retail" job the management was very intent on insuring that customer service was a priority. I have experienced the same "indifference" that you all have more than once. In my opinion it stems from a general decline in socital morals. If we do not teach our children respect for others it bleeds over into all aspects of their personality including their professional lives, retail or otherwise.

 

[lZr]

I do things different. To be honored, one will visit the store periodically. Then you will be known and given discounts. Also, better to preorder films and ask the seller to phone you, when the stock is available. Do your C41 films developed here and take initiatives and challenge the store with items you need. Shoot the girls and print in the store some gorgeous results. Be a leader. I think this can help.
B&H is for me and guys far away. I pay $40 for shipment to get items I can't find.