I have a dealer that I trust and respect. I have bought a lot of gear from my dealer and he understands what I expect. My dealer is about an hour and a half away since there are few options where I live. As I tell him, I am old and inept, so if I have a problem or an issue with the equipment, I really want help getting it resolved and not being left to the mercy of some online or telephone technical support. I want help with set up and I want to have a reasonable chance to audition expensive equipment. In exchange, I will be a loyal customer and, within reason, will limit my brand choices to deal with him. I expect reasonable pricing which typically means a discount from MSRP, but I’m not going to try to beat him out of the last dime or shop somewhere else to save 5% . I’m not going to endlessly audition equipment that I am unlikely to buy and will never use him for that purpose and then buy online just because it’s a little cheaper. Sometimes it’s a little constraining because any dealer can only carry so many brands but so far I think it’s worked for both of us. I’ve never felt that he is trying to sell me something that I don’t need just to make a sale and he knows that I understand he has to make a decent profit.
its been a pretty good relationship over the last few years
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From ANY dealer I'd expect: fair pricing and discounts if commonly available on line, honest opinion (not hype), a friendly approachable attitude, and a trial period if needed.
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Great big honking audio deals online are from the likes of Best Buy, so as long as you're into a Marantz AVR and / or Klipsch towers you're golden. On the other hand, boutique hardware is seldom offered online for less than full retail. Unless it's used, of course. Pass Labs or Dutch & Dutch at 30% off? Please do share links :)
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So weird that audio shops are going out of business when customers demand massive discounts, especially to match an online warehouse with miniscule overheard compared to a traditional B&M store. Turns out the internet doesn't have a great listening room. Online sales have ushered in a race to the bottom. The three words that make any brick and mortar audio store employee roll his or her eyes the most are "I'm an audiophile". This can generally be translated to "I just need to check out all of your gear (for hours), take a bunch of stuff home (you'd better not charge me for this luxury) to audition, demand that you order products you don't normally stock, allow me to trade old products in (what do you mean you won't give me more than 30% of the original price back on this obsolete product?), pro bono delivery and set up (just send an unpaid volunteer for this) and after all of this I will buy it from some online barn that is a glorified vending machine unless you beat their price."
I've been in audio sales for over 40 years and have made and maintained hundreds of great relationships with clients, but this only happens if there is an understanding that the services I'm providing are not free (or even cheap). Do I offer a discount to customers who have proven to be decent, honest, and most importantly, serious about purchasing at some point? You'd better believe it! But that discount is commensurate with the amount of time and energy that's been expended. While it's not a hard and fast rule, in most cases 10 to 15% off a retail price is sufficient, depending on the profit margin of the product in question. I've spent countless wonderful hours hanging out in customer's homes while helping to set up and optimize gear. I've become good friends with dozens of these customers over the years, attending weddings, funerals, graduation and holiday parties etc and inviting them to the same events with my own family. This is a community and I love it (including every single person on this forum).
I have heard many, many customers lament the closing of multiple audio shops in my fair city, then in the next sentence tell me how their "old store" used to match any online prices, allow products to be taken home for auditions without even a deposit, order any esoteric piece of gear at the customer's whim, let them trade in their college dorm speakers etc. This model worked wonderfully before the advent of online sales but it is difficult if not impossible to maintain that level of customer service in a world of "lowest price". Trust me, every single person who has been in this biz for a while would much prefer to return to the old paradigm but the margin that used to cover the intangibles (rent, staff, etc) has been eroded too much.
Even though the stores that have closed down were technically competitors, it's disheartening to hear of any place that has to shut down, because it means another "win" for big box/online retail. I hate when it happens. I genuinely believe that while the internet has moved our culture ahead (technologically at least) more than any other human creation in history, it has also made us more coarse in our personal interactions, mainly through the pseudo-anonymous aspect of social media that has seeped into "real life". It's made us more petty, tribal, and quick to anger. Double edged sword, I guess.
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Those of you that have had a relationship with any audio dealer have been fortunate in that regard. I've never had anything of the sort with any but 2 dealers. both of which likely learned to cringe when I darkened their doors...
The first learned that I was standing ground on their published statement to beat any price on gear, which is how I was able to purchase a Kenwood L-07 tuner, pre, and a pair of mono amps for 30% off retail....it took the manager to set the salesman in line who denied anything of the sort....despite the published ad brought into the store....
The second, remarking on how I'd gotten a TT for less than his wholesale, inc. tax and shipping cross-country.....
Since? Too many moves into areas with a lack of retail B&M 'specialty' shops and the rise of on-line sales.
The growth of on-line sales has made the B&M shops a rarity, which is unfortunate. The lack of 'skin in the deal' has made a relationship a novelty, even with the occasional cell calls attempting to make a 'contact' that persists beyond a sale.
When SOTA audio sales began to imitate luxury vehicle sales....it drove enough of the 'audience' into used or online, the lucky few into 'shoppes' with the smug or the dismissive sorts as your salesperson....
To Be Fair: The general rise in complexity of SOTA makes sales of such very hard, as it does make for more 'tire kickers' wanting to have an audition of any item that runs into 4~5 figures left of the decimals.
That in itself can make a buyer picky....which can entail that of the seller/salesperson....
That, in itself, can make me 'tighten the screws' on same.
It's pricey.
Make me feel like it's worth spending it with You.
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It would be nice if my local dealers would offer deals, but none of them do, although I did get to try some speakers before I bought a pair.
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I have a Scott Walker Audio near me, Josh is good to deal with. He gave me a good trade for a new MAC C-53 pre. A nice deal on a VPI HW40, cartridge and phono pre. He'll come down a little, help you unpack it and deliver in some cases. Good folks, will be going back when I need a trade-up on my MC352, sooner than later I hope. Good selection of used equipment to choose from and usually in great shape.
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Pearls would be traditional.
DeKay
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My high end dealers checks all the boxes.
Honesty, Fantastic Equipment, Demo opportunities , Trade in / Trade up, Delivery and Set up, and very Valuable Advice, beit about his products or others. Conversations that lead to my learning so much about this amazing hobby and lifestyle. And finally, friendship beyond any other company I have dealt with.
I have now bought four preamps, four sets of amps, two streamers, two DACs, and a high end switch / modem. (much has been sold or traded in and all had great value). He has introduced me to Joe Kubala who supplies my fantastic cables, also with excellent service. Both have been to my home to install my current system.
GTT AUDIO Bill Parish
KUBALA SOSNA Joe Kubala
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Not always true, Fidelis in Nashua NH offered a home demo of a DAC my first visit.... I have returned several times there to purchase gear.
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In home trials before you buy. This is only available once you have established credibility and trust with your dealer. It’s a two way street.
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I've never had any of these benefits. My only high-end dealer in town is horrible and after I bought my Magnepan's from them I never returned!
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I never lived in one place for more than 20 years, more like 5 to 10
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It looks like I've never experienced 30 year relationship and it's most likely too late to have any new 30 year relationship.
seems extremely astronomic time
that dealer probably have to give you gifts for your birthday such as some nice preamp or pair of speakers or turntable and if he really tosses you such gifts, i can probably start regretting not having tried any 30 year relationships...
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I do expect a decent in home trial or taking a demo home, getting a good deal is great. Support after sale is important.
They offered to ship it free but I wanted it that weekend. I would definitely put them at the top of my list in the future . They seem like a dealer I can trust.
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I recently purchased a CD transport at Safe and Sound in Chicopee MA. They've been around a long time and I'm surprised I've never visited. Probably because I had known them in the past as an Auto Stereo store which is how they started.
It was a great experience , really nice showrooms. They made choosing the right player easy. I got a feeling that service is what they are all about. Check them out online or visit if Mass , great place to deal with
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We have a fairly new hifi store in my city and the owner couldn't be nicer---he has loaned me accessories and components to audition at home and has given me generous discounts on items I've purchased. Years ago we had a couple of decent stores but they went out of business. So grateful to have this new store.
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I don't really expect much. Dealers aren't making too much money from me. If I buy a really expensive item, I'd expect a little service. Maybe load the truck for me or make a home delivery.
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Honesty, integrity, heads up on equipment I might be interested in, reasonable prices without asking… that can be easy trade in or some discount. Free installation and support.
I have been lucky enough to have twenty year relationships with three dealers. In general we became friends. I know if a piece of my equipment failed (out of warrantee he would come by and drop off a loaner and ship off the problem unit (to be repaired at my cost).
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