Customer Service in the Shooting Sports Industry...
Posted: Mon May 24, 2010 5:52 pm
Hello all,
After responding to an earlier post, I was once again reminded of something that's been plaguing my mind for a long time now. I'm in my mid to late-20s now and I'm coming back to cometitive Smallbore rifle shooting after devoting some time to work and family life. I have noticed that, in the US market, it would appear that, as a whole, the retailers of Smallbore shooting products have just not adapted to the role technology, nor have they adapted to the more sophisticated consumer. To me, that is probably the greatest challenge facing the future of our beloved sport.
I work in the Land-Use industry and I do, and have done a great deal of work helping shooting ranges and sporting goods retailers evolve into more sophisticated, vibrant enterprises. Most general gun shops I've come across in the past few years are doing fairly well in just about every level, including introductory target models.
The problem appears to come as one gets more sophisticated into the marketplace, especially at the NRA/ISSF competitive level. As an example, as a consumer, MEC was nice enough to mail me a copy of their current English catalog, from Germany, complete with MEC stickers tucked inside the front cover. Along with their website, I know what products they make, how much the retail price is (albeit in Euros) to the point where I can even specify what color of product I wanted (I had to have the Centra Libelle 2 in Red, Yes, I wanted it in Red).
Once I decided I had to have this product, I began shopping around. I first tried, as usual, to find it domestically. One retailer, who shall remain nameless, didn't bother answering phone calls (as usual) despite having completing a transaction with me the week before. Another explained that they didn't carry that particular style or color, but they did carry other spirit levels. I was asking for a specialty product. Same again, and again. When I decided to purchase the product from a foreign retailer, I was able to find the product at a minimum of two British sites, three German, as well as other Swiss, Austrian, Italian, and even Czech retailers. All of which were willing to ship the Level to the US for what I considered to be a reasonable price.
Thanks to advances in retailing online, I am able to look at bestsellers' lists and see I'm not the only person on earth looking at (or purchasing) these products. Thanks to web tracking sites, I'm able to see that people with US domains are looking on MEC and Centra's sites, seeing the same products as I do.
What I would like to know is: as consumers of competitive smallbore rifle products, do those of us who live in North America feel underserved by retailers? Is it just me being a spoiled brat, or do you feel similarly?
After responding to an earlier post, I was once again reminded of something that's been plaguing my mind for a long time now. I'm in my mid to late-20s now and I'm coming back to cometitive Smallbore rifle shooting after devoting some time to work and family life. I have noticed that, in the US market, it would appear that, as a whole, the retailers of Smallbore shooting products have just not adapted to the role technology, nor have they adapted to the more sophisticated consumer. To me, that is probably the greatest challenge facing the future of our beloved sport.
I work in the Land-Use industry and I do, and have done a great deal of work helping shooting ranges and sporting goods retailers evolve into more sophisticated, vibrant enterprises. Most general gun shops I've come across in the past few years are doing fairly well in just about every level, including introductory target models.
The problem appears to come as one gets more sophisticated into the marketplace, especially at the NRA/ISSF competitive level. As an example, as a consumer, MEC was nice enough to mail me a copy of their current English catalog, from Germany, complete with MEC stickers tucked inside the front cover. Along with their website, I know what products they make, how much the retail price is (albeit in Euros) to the point where I can even specify what color of product I wanted (I had to have the Centra Libelle 2 in Red, Yes, I wanted it in Red).
Once I decided I had to have this product, I began shopping around. I first tried, as usual, to find it domestically. One retailer, who shall remain nameless, didn't bother answering phone calls (as usual) despite having completing a transaction with me the week before. Another explained that they didn't carry that particular style or color, but they did carry other spirit levels. I was asking for a specialty product. Same again, and again. When I decided to purchase the product from a foreign retailer, I was able to find the product at a minimum of two British sites, three German, as well as other Swiss, Austrian, Italian, and even Czech retailers. All of which were willing to ship the Level to the US for what I considered to be a reasonable price.
Thanks to advances in retailing online, I am able to look at bestsellers' lists and see I'm not the only person on earth looking at (or purchasing) these products. Thanks to web tracking sites, I'm able to see that people with US domains are looking on MEC and Centra's sites, seeing the same products as I do.
What I would like to know is: as consumers of competitive smallbore rifle products, do those of us who live in North America feel underserved by retailers? Is it just me being a spoiled brat, or do you feel similarly?