Dealer Behavior

@ahofer, "My question is whether there is an alternative model. One that might invite more people into the fold. I’ve bought some cables and a DAC from Audio Advisor (things you can return easily), and they are unfailingly friendly, enthusiastic, and non-snobby. It makes you want to want what they have."

Yes, that’s got to be the way to go. As @oregonpapa stated, this is a people business. Customer satisfaction is the key. Buying online does save money but there’s nothing like recreating a domestic situation when it comes to auditioning. Tea and coffee please, Hi-Fi auditioning is always, always best done relaxed.

It’s also got to be a two way process, we the prospective buyers have to factor in dealer costs when selecting equipment. The deal should be as follows, they help us find audio satisfaction and we pay them for it. I know it sounds hopelessly idealistic but like most things in life, there is a moral aspect involved here. If they help give them your money, if they don't, walk away.

Of course there are always other factors beyond anyone’s control, such as the state of the economy but the one thing that would really help everyone would be if a way could be found to make audio exciting and attractive - no more ’snake oil’ crap. The public at large may be gullible, but not that gullible.

I wonder whether selective celebrity endorsements and product placement might help bring high quality audio into general awareness once more. I can see it now, "After a hard days shoot, Tom likes nothing more than sitting down to a sumptuous evening of listening to his McIntosh MC2152 amplifier".

I’d say the need for the music as a means of relaxation and healing is greater than ever, but how, other than the boom in headphone sales of course, does the industry best spread the word?

Wow!  Great thread.  I was worried my shop from the old days would be mentioned, especially after the new owner, a professional crook who still has a shop upstate, took over.

Like many, I went into the business because of my love for music and my devotion to equipment.  I learned so much!!

At first, I was hesitant in helping people find the "better" stuff.  If you came in and wanted "X" I would sell you "X" with little or no issues.  It is a BUSINESS, right?

After we LISTENED to the 40 different speakers on the floor--this was an existing shop that I bought--I REALLY learned a ton.  A total revelation to me.  I thought I knew stuff; boy was I wrong.  For example, we always thought the large Advent speakers were the best in the world.  To be fair, at the time they were OK for rock, but they completely disintegrated (not literally, of course) when driven by first quality electronics and especially when A-B comparisons were made to many other speakers on the floor.  Sure, I sold you a pair of Advents if that is what you wanted.  Why not?  THE CUSTOMER IS ALWAYS RIGHT is pretty much the first rule of retail, as my dad used to tell me. 

Eventually ,with the help of people like Bill Johnson, Jim Winey, Sol Marantz and his people--he was pretty old in the early 1970's, but still very opinionated, and many others I will not list here, I learned and learned and learned.

We tried to help you the best we could.  We brought stuff out to your room, set it up, let you listen for a week, etc.  We sold a lot of high-end gear back then as there were other dealers who sold low-and-middle end equipment. 

Finally, another thing I learned quickly is, "Never ask a customer what they do for a living."  Back then, people came into my shop wearing cutoffs, no shirt, no shoes... and carrying suitcases full of cash; you may remember those days in South Florida.  

A good dealer is customer-focused, intelligent about the gear he or she sells, and understanding of the audiophile's many, many dilemmas.  If you can do that, and carry only the best stuff in every category, you have a shot of being named in this thread as a "great dealer."

Cheers!

I've had great experiences in Central PA at HiDef Lifestyle (for Rega and Dali) in Harrisburg and BEK (for Spendor) in Allentown.  HiDef lined up several speakers I was interested in, and I had a room to myself while I listened through a CD I'd cut with everything from Palestrina to Pearl Jam (loved the Dali Fazon F5). When we decided to get Spendors from BEK, HiDef told me they were great speakers instead of bad mouthing them.
My only bad experience has been with looking for a new CD player and talking to a very pushy salesman in NJ (re Bryston BCD3) who bad mouthed everything he didn't sell. I'll never speak to them again. I've just started talking to Surround Sounds in Exton, PA about getting a Roksan CDP.

The worst dealer visit I had was in my search for a new pair of speakers, visiting JS Audio in Bethesda, MD.  I visited on a hot, rainy summer Saturday.  During my visit, not a single other customer walked thru the door.

I was interested in a pair of Dynaudio C2/C4 speakers, and brought a nice selection of CDs for my audition.

First, they let me know that since I didn't have "an appointment", they would not switch the speaker cables from the amp they were connected  to, to the model I owned, even though it was sitting right next to it.

Second, the blower from the air conditioner was nearly as loud as the speaker, when playing chamber music, and they refused to shut it off for five minutes, so I could get a good audition.

Third, I attempted to hand the salesman my card, in case he wanted to contact me, but he said "we don't accept business cards".

As it turns out, I purchased a speaker they didn't carry, but the dealer I used for that purchase also carried Dynaudio.

Dealers do not know haw to sell.  I worked for a company that actually trained its sales staff.  After the greeting, a salesperson must establish rapport. Instead, these people challange our mentality and ears.  Some rappirt!  I askwd my sales people what customets did for a living, if they had kids, what equipmwnt, etc. Tbe customer owned...  When these questions are not answered, the most impirtant step in the sales process is skipped.