Dealer Satisfaction - Poll results

Posted by: Don Atkinson on 17 May 2003

Posted on: 20 May 2003 by Twelveeyedfish

Mr Mason,

I think that's an excellent way to have a store... different tastes can help different customers...

my local dealer in oldham, a very special guy - he knows I'm a student and also not a fan of the new gear (touche!) so I'll never deal with him for boxes, just cables/repairs/small stuff. His lineup includes Naim, NAD, Rotel, Rega blah... few brands. He's stocked other "popular" brands such as MF and linn in the past but sales were poor because he and his colleague found themsevles pushing toward Rega/Naim (depending on budget).

Missing out on valuable sales that can keep the company afloat was a problem. MF sells well, Linn is hugely respected and so forth. There's nothing like having a mixed bag of staff. As long as they're always polite and will direct you to an appropriate member of staff you shouldn't be so hostile!

I work in a Oakley "Premium Dealer" store - we have to keep over £20k worth of stock of sunglasses on the premises to qualify for that. I think Oakleys are hugely overpriced and wince at the thought of buying them. Still there are others who are better paid/more disposible income etc. who want them. I simply tell them to ask someone else who does like Oakleys to chat with them. That way everyone is happy!

We're writing on the naim forum... of course we hold major grudges to most other companies! But you can't hold grudges against staff just because they don't want to sell you Naim! Budgets of that size can give you options to less "bargain hunting" pieces of kit. Staff with wider tastes are good!

Andrew

there are 10 types of people in this world... those who can read binary, and those who can't...

Posted on: 20 May 2003 by Don Atkinson

Paul,

Don we do welcome discsussions like these
Phew...and I thought I might be banned....

best to all at home on a sickie!!
Of course, you all have 9 to 5 jobs.......not for you the joys of night flying.....(ok its just like any other night shift when you bring it all down to earth...)

Cheers

Don

Posted on: 20 May 2003 by hi fi fo fum

quote:
Originally posted by N. Mason:
In answer to "Hi Fi Fo fum", the reasons for dissatisfaction are absolutely nothing to do with money/discounts etc. I expect to pay the full retail price (and have done) because I expect top class service/ installation/return if not satisfied etc etc. At my local NAIM, yes NAIM dealer, at least one of the staff is openly hostile to Naim Products; something about not being able to image properly-what a load of balloney! Only the owner of the business has the knowledge and expertise to install a Naim system and he is in great demand and impossible to get on the phone etc. I know I'm wasting my time talking to anyone else in that dealership; I may need advice, prices, whatever; I cannot rely on them. I would be more impressed if they dropped Naim from the products they sell; at least that would remove the hypocrasy. That's why I'm prepared to go 200 miles down the M6 to "Adventures in Hi-Fi"(they are aso prepared for a similar journey). I appreciate that customers should have choices but if Dealerships were actually TAUGHT PROPERLY HOW to SELL THE BENEFITS OF NAIM OWNERSHIP, they would see the results in increased sales-many dealers are poor salesmen; ultimately you've got to ask for the order, go out of your way to please and we'll keep coming back. Naim dealers should be proud of their franchise, as we are all proud of being Naim owners. I hope the day never comes when I see Naim at Dixons! Hi-Fi-Fo-Fum or whatever your name is, you could not be more wrong. Neil

who said I was not proud to sell Naim ?
as far as Discounts ...for every one person who buys a Naim system we get three who say they can buy it from the U.k. cheaper or they ask for a crazy discount...my beef is that you can not give great service and a great price, so ask you can see we are on the same side.
It is almost midnight here and I'm just home from 3 Naim owners homes ( which I enjoy doing ) they all bought Naim systems from me and I just did a couple little tweeks to there systems ( see cheap up grade )
I think the problem started when I did not read Dons post all the way though ( it was late ) and I jumped the gun.....I have since given him a apology and I belive we ( Don and I ) are in agreement now. ( er,right Don ?)
Steve

Posted on: 21 May 2003 by N. Mason

To "twelveeyedfish" and "hi-fi-fo-fum", my wife has joined in this debate and told me, "you can't expect the whole universe to share your passion about Naim Audio!" I have nothing more to add, she wins! Neil

Posted on: 21 May 2003 by Don Atkinson

and I belive we ( Don and I ) are in agreement now. ( er,right Don ?)

....dead right Steve! and I think a lot of poeple, both dealers and customers agree also

Cheers

Don

But see my next post, because things are getting too cosy and polite and this doesn't suit people like Matthew Robinson....

Posted on: 21 May 2003 by Don Atkinson

at the start of this thread Steve (Hifi Fofum) said

"Ask your self the question
what really pisses you off about any Naim dealer?
ANSWER
you can't get the deal you want."

Now I DON'T agree with this part of Steve's wiew.

The context was refering mainly to discounts (=deal) and I don't think these are expected in the UK and I don't think people get upset about it.
Perhaps its different each side of the 'pond' but in the UK you would be hard pushed to get a discount on Naim kit and the most I have seen is about 5% just after Xmas, or 10% at the Bristol Hifi Show (to be taken as in-store vouchers IIRC). No doubt the odd customer asks for 50% but i doubt if there are many.....and i'm sure the men in white coats turn up pretty soon afterwards....... OTOH, it seems like in Toronto 3 out of 4 ask for 50% and are upset to be told "No !" or words to that effect. (You must need an awful lot of men in white coats)

Other dealers and customers in Canada and USA seem to talk about discounts as if its common practise. What's the "norm" ? or is it a "free market" ? and what is it about customers that really upsets dealers ?

Cheers

Don