Do some dealers need a "Customer Service 101" class?

UtahCoin · January 28, 2008 10:43PM

I was recently at a small, show out of state where only a couple of people recognized me. I wandered the aisles looking to see if anything caught my eye, trying to stay out of the way and not take up valuable table space. At one table, my eye caught a nice looking coin that I would have liked to take a closer look at. I hovered over the table appearing to be interested in his inventory, while he "talked shop" (BS'ing with another dealer). I looked at the dealer several times over the next few minutes without him ever looking at me or acknowledging me. After about 3 minutes (which seemed like an hour), I picked up my briefcase and started to move on. Then I heard the word that to me is like fingernails on a chalk board, "Hey 'PAL', need some help?". I hate that word "Pal" with a passion. I turned to him and said, I did 5 minutes ago, but not now, Pal...."This was not a real expensive coin, maybe $400 tops. It just amazes me how a lot of dealers complain about how slow shows can be, yet they ignore potential customers. All this guy had to do was acknowledge me or even nod at me and I would wait. But to be ignored......

crispy · January 28, 2008 10:55PM

<< I was recently at a small, show out of state where only a couple of people recognized me. >>

Can you imagine being one of us, the unwashed and nameless masses. Happens all the time. Lots of very nice dealers at the shows I go to, but there are a few at each that have no clue or simply don't care. What amazes me is the dealers that I have bought literally thousands of dollars of coins from and can't remember my name! Talk about business etiquette.

Tootawl · January 28, 2008 10:56PM

At the FUN show, there was a dealer who 2 2008 Kookaburra coins. I wanted to see both of them and compare the two to get the best one. If both were good, I was going to buy both. The seller told me that I could only look at one at a time. I walked away.

keets · January 28, 2008 10:57PM

get used to it.

i'm actually waiting for the market drop-off so that dealers are weeded out. there are just too many shows and too many dealers right now that exist only because demand is so high. when demand falls of these guys will store away/sell off their inventory and become collectors and vest pocket dealers or leave the hobby until things heat up again. when all it takes to open up shop is inventory, high demand and a table fee, things like you describe become way to commonplace.

gecko109 · January 28, 2008 10:59PM

I had a similar problem at a local B&M this past summer. Was my 1st time ever in this particular shop, and I had about 2k in my pocket, and every intention on using it to buy a few type coin widgets for my collection. The guy had some nice material, so I was pretty upbeat about my prospects. As I cruised the cases full of numismatic delights, I noticed that the owner and a customer were negotiating some sort of deal involving slabbed coins, and the infamous greysheet. There were about 5 customers in the store, including myself, and they all appeared to be well into their 60's (im 32). After locking in on a nice 3cs common date in a PCGS 63 slab, I waited for my turn to call attention to the owner. He walked over, and I asked if he could get close to sheet on the pretty trime. Very abruptly, and rather condescending, he said "nothing is ever sold at sheet". I then politely informed him that on "generics" like this trime, I have accumulated alot of my collection on ebay, and through Heritage at, or slightly above sheet. His response was this was not ebay. I wanted to point out the fact that he was using the sheet just 5 minutes earlier with the other gentleman in their negotiations, but decided that he did not want my business, not at fair prices anyway. What I really felt like saying was "Hey man. Look around. Five customers in this joint and 4 of them will no longer be doing business with you in 10-15 years! Here is a 32 yr old with $2,000 eager to spend, and all you can think about is a rip?" But of course, I just said thanks anyway, you have some nice stuff, and I walked out never to even contemplate returning again.

OffMetal · January 28, 2008 11:02PM

The only thing I really hate is when a dealer tells me it's going to be an expensive coin when it's not.

Once, I asked to see a coin, he says something like "Oooooh, it's an expensive one." Then I ask for the price, and it's something ridiculous like $50.

I absolutely hate it. HATE IT HATE IT HATE IT.

EDIT: Grammar

ricko · January 28, 2008 11:03PM

In any group/business/sport/avocation, there are good guys and jerks. With experience, one soon separates them - and avoids the jerks. Word of mouth among collectors helps to segregate them - and their business falls proportionally. Vote with your feet. Cheers, RickO

gecko109 · January 28, 2008 11:20PM

I like that Ricko..."vote with your feet"!!!

BAJJERFAN · January 28, 2008 11:21PM

Personally, I don't like being "pounced upon" the second I stop at a table or enter a store. A simple acknowledgement like let me know if you need anything is sufficient. I will ask if I need anything tho the biggest PITA is trying to find help when you need/want it.

Boom · January 28, 2008 11:49PM

Yes indeed. A so called Major Dealer comes to mind immediately. He could stand to learn a few lessons.

I spent A LOT of money with this particular dealer. He actually sold me my very first "bad"/ truly bad, PCGS coin.

It had been dipped out so many times that I knew immediately there was a problem. It had turned a milky white inside the slab yet did not appear problematic in the photos nor was there any mention of this issue in the description.

I contacted him and instead of handling it himself, his response was for me to send it to PCGS for a spot review.... which, in turn, caused some needless friction between PCGS and me.

PCGS made me whole but I should not have been made to deal with this at all. He should have attended to it.

The worst thing about all of this came some time later when I tried to access my account & couldn't.

I left a couple messages for him to call and explain what the problem was but he never did.

That's just downright rude.

Never would I have treated any customer this way. If he worked for me I would have fired him on the spot.

Yeah, he's got A LOT to learn.

mrpotatoheadd · January 28, 2008 11:52PM

<< Then I heard the word that to me is like fingernails on a chalk board, "Hey 'PAL', need some help?". I hate that word "Pal" with a passion. >>

I'm not trying to justify ignoring people, but when it comes to calling you "Pal", how was he to know that was something that would irritate you?

I hate to be called "Sir", but that doesn't stop people from doing it.

This is just a general comment, not directed at anyone in particular (and it's something I'm guilty of as much as the next guy, I'm sure), but it seems that it's easier sometimes to find a reason to be upset with somebody than it is to try to understand why they might have done whatever it is you're upset about.

gecko109 · January 28, 2008 11:54PM

<< 

<< Then I heard the word that to me is like fingernails on a chalk board, "Hey 'PAL', need some help?". I hate that word "Pal" with a passion. >>

I'm not trying to justify ignoring people, but when it comes to calling you "Pal", how was he to know that was something that would irritate you?

I hate to be called "Sir", but that doesn't stop people from doing it.

This is just a general comment, not directed at anyone in particular (and it's something I'm guilty of as much as the next guy, I'm sure), but it seems that it's easier sometimes to find a reason to be upset with somebody than it is to try to understand why they might have done whatever it is you're upset about. >>

Perhaps "excuse me, but is there something I could help you with" may have been a more professional approach instead of "pal". Couple that with the fact that the dealer only adressed him as he was walking away.

VTCoins · January 28, 2008 11:57PM

<< Do some dealers need a "Customer Service 101" class? >>

Yes ... some dealers do need help with customer service.

There are also plenty of customers out there that could use some "Manner 101" classes.

My point is that there can be pains in the necks on both sides of the table.

gecko109 · January 29, 2008 12:06AM

<< 

<< Do some dealers need a "Customer Service 101" class? >>

Yes ... some dealers do need help with customer service.

There are also plenty of customers out there that could use some "Manner 101" classes.

My point is that there can be pains in the necks on both sides of the table. >>

Very true statement. I have seen alot of rude customers.

Boom · January 29, 2008 12:06AM

This is very true. There sure are.

57loaded · January 29, 2008 12:14AM

<< I had a similar problem at a local B&M this past summer. Was my 1st time ever in this particular shop, and I had about 2k in my pocket, and every intention on using it to buy a few type coin widgets for my collection. The guy had some nice material, so I was pretty upbeat about my prospects. As I cruised the cases full of numismatic delights, I noticed that the owner and a customer were negotiating some sort of deal involving slabbed coins, and the infamous greysheet. There were about 5 customers in the store, including myself, and they all appeared to be well into their 60's (im 32). After locking in on a nice 3cs common date in a PCGS 63 slab, I waited for my turn to call attention to the owner. He walked over, and I asked if he could get close to sheet on the pretty trime. Very abruptly, and rather condescending, he said "nothing is ever sold at sheet". I then politely informed him that on "generics" like this trime, I have accumulated alot of my collection on ebay, and through Heritage at, or slightly above sheet. His response was this was not ebay. I wanted to point out the fact that he was using the sheet just 5 minutes earlier with the other gentleman in their negotiations, but decided that he did not want my business, not at fair prices anyway. What I really felt like saying was "Hey man. Look around. Five customers in this joint and 4 of them will no longer be doing business with you in 10-15 years! Here is a 32 yr old with $2,000 eager to spend, and all you can think about is a rip?" But of course, I just said thanks anyway, you have some nice stuff, and I walked out never to even contemplate returning again. >>

some B &M dealers are treated like pawn shops and ebay, you will ned to spend a bit more at a B & M, especially if you have no prior connection or referral with this dealer it was a lose/lose for both of you that day. live and learn. i think you are articulate and not a rude person at all, yet a wee bit of detant and savvy goes a long way

StampAlarm · January 29, 2008 12:18AM

Of course there are pains in the neck on both sides.

It's called ops normal for the human race.

Dang it. I wish I hadn't openned this thread. Now I'm all pizzed off at Rarecoa again. A juvenile
thing being pizzed off after 2 years.

Jerry

cmerlo1 · January 29, 2008 12:22AM

At the Round Rock show just this last weekend, I was going through boxes of generic slabbed silver dollars and the dealer asked me to get up and move not once, but 3 times. The last time he asked me to move, he told me I was blocking his other boxes of slabs (which were in front of me on the table, where he put them), and I ended up squeezed in between his case and another customer, no longer under any of the lights at his table. He asked another customer to move, and they simply got up and left without saying a word. I would've done the same, but I had already picked out a couple of nice VAMs. I understand I was spending some time at his table, but why put boxes of coins out on the table if you don't want anyone looking through them?
This was an isolated incident- most of the time the dealers are nice. The same can be said for McBride's (the local B&M) here in Austin. Despite the fact that they are always PACKED and are way understaffed, the ladies that run it work hard to make sure everyone gets helped and are always polite to everyone.

gecko109 · January 29, 2008 12:23AM

What does "detant" mean?

MacCrimmon · January 29, 2008 12:35AM

<< What does "detant" mean? >>

He meant, détente, aka "kissing-up", or playing "nice-nice" when you have your own hidden agenda.

mrpotatoheadd · January 29, 2008 12:36AM

<< Perhaps "excuse me, but is there something I could help you with" may have been a more professional approach instead of "pal". Couple that with the fact that the dealer only adressed him as he was walking away. >>

Maybe the guy has a more informal business approach and thought "pal" sounded more friendly. Maybe not. I never met the dealer and I wasn't there- who knows? I was mainly addressing the reaction to the dealer's comment ("I hate that word "Pal" with a passion.") and offering the point of view that it's not quite fair to expect someone who doesn't know you to know what you like or dislike.

<< There are also plenty of customers out there that could use some "Manner 101" classes. >>

True enough. My pet peeve is when I'm at a dealer's table looking through a box of 2x2s and another customer comes up behind me, looks over my shoulder and reaches around me (didn't their parents ever teach them to wait their turn?) to take coins out of the box I'm looking through after I've waited for the previous customer to finish.

AU58WALKERS · January 29, 2008 12:49AM

The worst People I have delt with are other collectors or wannabes. They just don't seem to know what they want.

The pro dealers I have delt with are always just that verey profesional.

Do some dealers need a "Customer Service 101" class?

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Do some dealers need a &quot;Customer Service 101&quot; class?

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Do some dealers need a "Customer Service 101" class?