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Itsaphoto
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PostPosted: Thu Apr 08, 2010 7:32 am 
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Fail. I've had Mr. Lam walk past me several times or call someone else to help me when he is not with a customer. Only once has he served me.

As for the "tire kicking" note ... that's retail, especially when it comes to niche business platforms. They dont' know what tire kicking customers are till they work at a dealership where most of the sale staff is on pure commission. Imagine spending 3-5 hours over several days, plus phone calls to amouont to nothing. And, even when a person finally does make the move to purchase, they don't qualify for financing. I saw that all the time with Honda sales reps. So Vistek counter staff need to drop that attitude or Vistek needs to fire their a$$es if they are concerned about bottom lines. Things are only going to get more difficult for them as more of us purchase from the US with the strong Cdn dollar.

derrick wrote:
I have had several positive experiences in the Mississauga location. Buying everything from gear to a simple role of seamless. If your in Mississauga look for an Asian Gentleman named Lam he has always done a great job when I have been in. Even when I am in on a pre purchase fishing expedition he has taken the time to answer questions demo the gear and talk to me at length.

As for the issues with some staff. I think I know the problem. How many tire kickers do you think they get in a day? We see this in the paintball industry at the retail level. Kid comes into the store, asks to see gun 1, you hand it to them, they fondle it, hand it back ask for gun 2. Does the same thing with it and gun 3 gun 4 and gun 5. 45 minutes later they buy a $2.00 sheet of stickers and leave. Cameras are much the same. We are all interested in the next level. If we have a D300 we would like a D700. If we have a D700 we would like a D3s and so on. How Many people come in and look at the Latest 1D MK IX and then purchase a Rebel.

I worked it out the other day I have spent about 15k in Henry's in Barrie which I would think would put me in the smaller % of their customer base. But I still walk in and can stand there for 20 or 30 min waiting for someone to give me a role of B/W film from behind the coutner
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Rob MacLennan
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PostPosted: Thu Apr 08, 2010 8:30 am 
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I have to agree with Allan regarding the initial sales experience. Despite my very bad experience over my small online test purchase, I went into the Mississauga location with every intention of walking out with a vest and full set of camera/lens pouches. I was one of perhaps 6 customers in the store. It seemed like customers were out numbered almost 2-to-1 by staff.

I went over to the various bag racks and couldn't find what I wanted, so started looking for an interested sales person. It seemed like they were all going out of their way to not be looking in my direction. Disgusted, I walked out. This was on my second trip to to the store, last summer, and my second unsatisfactory experience. It was in the middle of a weekday; dead time. I haven't been back since.

Holly, has anyone bothered to inform sales staff how big the profit margins are on bags and other accessories? Do they CARE? I dropped $450.00+ on a Lowepro vest, belt, and several camera/lens pouches the following day at Henry's. What's that, $250.00 of profit that walked out the door?

In the last 5 years I have bought 5 bodies from Henry's, along with a good collection of lenses. I'm a bit of a gearaholic. Vistek has missed out on a chunk of those sales because of my customer service experiences.
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riellanart
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PostPosted: Thu Apr 08, 2010 10:21 am 
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As for Customer Reps ever being able to judge what type of person would buy what item in a store, I suggest for management to read Blink, by Malcolm Gladwell.

And as for the sales staff at Vistek, I think Eddie has it right. The reason they're so half-assed at their jobs is because they're behind the counter, and not on the sales floor. Sales staff are almost always much more attentive, when you don't generate a water cooler culture behind the counter.

And if Vistek ever mentions that Aden has staff always behind the counter, the Aden stores are tiny compared to Vistek. It would be more appropriate to compare them to Henry's, but then Henry's doesn't have that problem, even though it's a huge chain compared to Vistek.

So what are the problems?

1. Superiority complex at Vistek (from Alan)
2. Hanging on stools all the time rather than sales floor (Eddie)

That's it. Whether they fix it or not, is their problem. But it's already got a negative reputation, so that will be a problem.
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Itsaphoto
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PostPosted: Thu Apr 08, 2010 4:17 pm 
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OMG ... I love that author! Just love the way he connects things in a rational manner :)

Good choice!

riellanart wrote:
As for Customer Reps ever being able to judge what type of person would buy what item in a store, I suggest for management to read Blink, by Malcolm Gladwell.

And as for the sales staff at Vistek, I think Eddie has it right. The reason they're so half-assed at their jobs is because they're behind the counter, and not on the sales floor. Sales staff are almost always much more attentive, when you don't generate a water cooler culture behind the counter.

And if Vistek ever mentions that Aden has staff always behind the counter, the Aden stores are tiny compared to Vistek. It would be more appropriate to compare them to Henry's, but then Henry's doesn't have that problem, even though it's a huge chain compared to Vistek.

So what are the problems?

1. Superiority complex at Vistek (from Alan)
2. Hanging on stools all the time rather than sales floor (Eddie)

That's it. Whether they fix it or not, is their problem. But it's already got a negative reputation, so that will be a problem.
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Itsaphoto
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PostPosted: Thu Apr 08, 2010 4:19 pm 
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I guess today is Holly's day off :roll:
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Carlton
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PostPosted: Thu Apr 08, 2010 4:27 pm 
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LOL, I think we're going to need a dedicated Vistek b**chfest thread...
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Itsaphoto
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Carlton wrote:
LOL, I think we're going to need a dedicated Vistek b**chfest thread...


Ha ha ha ... :lol:

Where's that guy with the dog? He could give this quote a "+1".
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riellanart
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PostPosted: Thu Apr 08, 2010 9:56 pm 
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You do have to understand Malcolm Gladwell hypes a lot of things up. So while its interesting, I wouldn't take it as the gospel truth. Although there are a lot of logical-sounding things in there.
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ions
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PostPosted: Thu Apr 08, 2010 10:37 pm 
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Yeah, Gladwell hypes a lot of things and what he says doesn't always bear the weight of scientific scrutiny. Good writer though, he sure makes it sound like it all works. There's some interesting reading to be had in those that argue against Gladwell's theories.

While we're griping about photography retail Henry's isn't exactly perfect. When I bought my 7D the sales person was relentless with the extended warranty stuff. I actually had to be a bit of a dick in refusing and he still kept at it. I know it's pure gravy for them and I'm sure they get perks for selling them but he clearly didn't read me well enough to figure out I wasn't budging. Made what should have been a fun experience, buying my first camera in over a decade, a bit of a sour experience. Then offering to knock a whole $5 off the price of a Lowepro bag for me with my $2000 purchase... that wasn't at all insulting.

Between my limited but underwhelming experience at Vistek in addition to what I've heard and the extended warranty bludgeoning I got from Henry's I'm going to make an effort to buy used if I can and if not give Adormama a shot next.
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PotatoEYE
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PostPosted: Thu Apr 08, 2010 10:54 pm 
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Itsaphoto wrote:
Carlton wrote:
LOL, I think we're going to need a dedicated Vistek b**chfest thread...


Ha ha ha ... :lol:

Where's that guy with the dog? He could give this quote a "+1".


You mean Mike? :lol: +1
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MikeES
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PostPosted: Thu Apr 08, 2010 11:08 pm 
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Itsaphoto wrote:
Carlton wrote:
LOL, I think we're going to need a dedicated Vistek b**chfest thread...


Ha ha ha ... :lol:

Where's that guy with the dog? He could give this quote a "+1".


+1

:twisted:
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Carlton
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PostPosted: Thu Apr 08, 2010 11:14 pm 
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MikeES wrote:
Itsaphoto wrote:
Carlton wrote:
LOL, I think we're going to need a dedicated Vistek b**chfest thread...


Ha ha ha ... :lol:

Where's that guy with the dog? He could give this quote a "+1".


+1

:twisted:


LOL
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Itsaphoto
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PostPosted: Fri Apr 09, 2010 8:19 am 
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riellanart wrote:
You do have to understand Malcolm Gladwell hypes a lot of things up. So while its interesting, I wouldn't take it as the gospel truth. Although there are a lot of logical-sounding things in there.


Nope ... never take it as gospel, but I love his manipulation of data. Since that's part of my job, I an appreciate his style. Base hype on portion of a trend and have the discussion in a very calm manner ... it makes it challenging for the opposition to argue. I love stratifying statistics to support my initiatives :)
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Itsaphoto
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PostPosted: Fri Apr 09, 2010 8:20 am 
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MikeES wrote:
Itsaphoto wrote:
Carlton wrote:
LOL, I think we're going to need a dedicated Vistek b**chfest thread...


Ha ha ha ... :lol:

Where's that guy with the dog? He could give this quote a "+1".


+1

:twisted:


ha ha ha :wink:
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ions
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PostPosted: Sun Jun 06, 2010 12:24 pm 
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Just a little extra complaint about our local Canadian retailers:

Canon TC-80N3 Timer Remote Controller:
Adorama - $136.95
Vistek - $259.95
And Henry's online doesn't even know it exists...
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Elaine - ERS
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PostPosted: Sun Jun 06, 2010 2:34 pm 
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Glad I didn't read this before buying my EP-2 from Vistek in Mississauga. From my phone enquiry to going into the store to pick up the camera, I had no complaints. In fact, the person I spoke to on the phone was on a break when I got to the store and someone else (sitting on a stool behind the counter) started helping me right away until he got back. Luck of the draw I guess.

I love shopping in person at B&H in New York, the staff is always knowledgeable and helpful. When I can't make up my mind, and I apologize, they just laugh and say, hey that's what we're here for. A real pleasure.
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Magic
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A bit of Devils advocate.

Just the other day I was in a mad rush. I had to pick up a replacement Sync cord for a pocket wizard. My studio reservations started at 10am and I needed to prelight for 3 seperate shoots. Model was enroute to arive at 11:30am. Hernys was 5 minutes away and opened at 10 am. So I figured I would get there pre opening so I could get served and be at the studio by 10:15. Or so I thought. I was used to shopping at Vistek.

I was at Henrys by 9:40. When I the doors opened, there was already a massive crowd there. Every sales person was busy. Not with sales, but with camera discussions. People pondering camera specs, discussing reviews and playing with store goodies. There I was, looking for one simple cable to get to my shoot being held back another 15 minutes... and I bet I was the first sale of the day lol. It was so frustrating. At Vistek, they tend not to debate stuff as much as Henrys an that I can't dispute. But, if you happen to be running a photography business and you know what you need... that quick turnaround can be a blessing to get the job done.
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trev.nikon
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Itsaphoto wrote:
Carlton wrote:
LOL, I think we're going to need a dedicated Vistek b**chfest thread...


Ha ha ha ... :lol:

Where's that guy with the dog? He could give this quote a "+1".


Shouldn't he be saying " +2 " rather than " +1 " or does his 'best friend' not share his master's views? :lol: :lol:
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andrewhoho
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Vistek is HORRIBLE. Never have I had a positive experience in there. I would've thought the air of superiority was limited to the downtown Toronto location, but after visiting the Mississauga location, I feel its now a requirement for working there. The guys on the top floor of the DT location are complete asses. On the middle floor though, it seems to be a hit or miss but they're generally stuck up.

As for the Mississauga location, they made it an effort to avoid me asking any questions, and showed absolutely no respect or interest into any of the customers walking around the store. They appeared to be too concentrated on filing their nails or asking a coworkers about their drunken escapades.

Henrys is the way to go.
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J__
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PostPosted: Tue Jun 08, 2010 2:06 am 
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I've never had an issue with the guys at Vistek Sauga location. I actually seem to always speak to the same guy on the "pro" side.

Really nice guy and I always just go in there to pass the time.

Always super helpful and willing to chat and help out.

Sorry ppl have had problems with them
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