Fish Store Experiences from a Customer's View

[Europhyllia]

Was just reading Ichthy's post in the sponsor forum and thought it was nice she was so detailed about what she liked in a fish store and what she didn't like.
Since it was in a specific sponsor's forum and mentioned another sponsor store I didn't want to respond there and clutter up the sponsor forum with it.
So I put it here!

positive stuff:
I liked it when Reefs2U super employee clone drilled my sump for me on the spot even though it meant he had to stay a little late. That was AWESOME! Definitely not something I would expect though.

negative stuff:
It really aggravates me when I contact somebody -especially in an emergency situation- and don't get a call/email back. Makes me feel like I am just a credit card with legs. Just fake some interest please... lol. It also lowers my willingness to spend more money at those unresponsive stores in the future...

maybe Ichthy can repost and like-it and hate-it list here too.
Add yours too!
IMPORTANT: no need to name names when you post the stuff you don't like. I just wanted us customers to have an outlet to let store owner's know what's important to us. So if you got something nice to say about a specific store, you can. But if it's something negative just keep it general.
My purpose with this thread was really to create something constructive, not damaging. :)

[allan]

To me the most important factor is customer service. I don't want to be followed around the store but being greeted when I walk in and attentive to when I'm ready to pick something out is a huge plus.

Also, really like it when the store dudes take the time to explain stuff like what a skimmer is and how is it different from a Par.

Cleaniness is another factor although I will always be a fan of the "hole in the wall" stores... some of the best food I've ever had was out of a closet that had a streetside entrance in downtown Qatar.

Variety.

Dry goods selection.

Tall doorways.

[Europhyllia]

I got some more likes too:

* I am okay with people admitting they don't know it all. I once inquired about a specific critter and the employee wasn't sure so she looked it up with me in a book. That was very reassuring.

* a willingness to fix problems. I once complained about a purchase (without naming store names) on here and an employee of that store recognized me/my purchase, contacted me and sent me a refund. That was awesome! I live in the sticks and don't want to make a huge round trip to return stuff

dislike:
*like allan I just want to come and shop - not get the urge to bring my shop vac the next time I stop by. I am sure very healthy fish can live in pretty dirty stores but it's more appealing to shop in clean stores.

[RayAllen]

Here is my 2 cents.

Customer Service is number one even over cheaper/less esxpensive prices.

I like to walk into a store and be greeted. Ive walked into certain stores where the associates look at you and not say a word or dont even look your way at all.

I like a store thats willing to help. For example, if they dont have a certain fish or product in stock or not even usually have it at all, but they go out of their way to order it. Also helping out in a emegency situation- Tank leak, sick fish etc.....

A clean store with nice displays help, but not so nice that it raises the cost on products. Im going to a store not a city aquarium.

[Third Coast Tropical]

Here is my 2 cents.



I like to walk into a store and be greeted. Ive walked into certain stores where the associates look at you and not say a word or dont even look your way at all.

.

We may have been to the same store. I am a little particular, in that I want to be acknowledged..primarily by a greeting or head nod, but that is about it. I don't like to be followed around and asked over and over if I need help or have questions. I know what I am in there for about 90% of the time. If I need something, I'll ask.

My number one issue with stores is if they do not remove dead organisms from their display, or even sick/injured ones. I have never understood this, but yet I see it time and again at a few places. I don't go there anymore needless to say. It pains me a little too, because sometimes they do carry some nice molluscs.

Never had an issue with Gabe's. I like AD as well. They always have nice product, but at times they can be overwhelming with the customer service.

[Europhyllia]

oh yes. removal of dead and treatment of sick animals in an out of sight area would be highly preferable.
I am all for giving ailing fish a chance. But it would be great if they could have some kind of treatment tank in the office or something.
Of course once they dissolve it's time to just fish them out and dump them. Sorry :(

[Ichthy]

what i like specifically about Reefs2u: the different fish & corals and without even knowing i was going to walk in, a door was opened for me.

[clone]

I like a store that has the corals I like. A place that has the type of dry goods I use. a nice look to the store, almost like if it was a homely feel to it.A place where the employees know they're stuff. A place that will help with pros and cons. Where they know about the latest drygoods (skimmers,reflector,pumps,powerheads). DOESNT charge an arm and a leg to special order. Being able to hang out and talk bout fish stuff and other non-related stuff. Place where I know if I go in I will see atleaste one friend.

I HATE when an employee has been told to fallow me around the store just to make sure im not in there to sabotage. Cant walk around with my clear bottle of water. Doesnt try to sale a peice of coral to a person that doesnt have the right equipment. Charges more on a peice of equipment than what it would cost to order it with same day air. When I do ask a question I get a snobby responce. I HATE SUCKING UP WATER WITH A SHOP VAC.

I know theres more.

[Europhyllia]

I HATE SUCKING UP WATER WITH A SHOP VAC.

Right there with ya! But it beats trying to push it out the door with just a mop...

[clone]

Right there with ya! But it beats trying to push it out the door with just a mop...

HAHA!!! Im guessing you stoped by one time while I was doing that?

[clone]

LIKE to only make one trip to a store. You know where they have everything that you set out to look for.
I hate having to go to more than one store, takes away from my day.

[Richard]

I like going into an LFS and seeing the problems they have (and they all have some) and knowing that they are not my problems. In short, I like being the customer.

[Europhyllia]

HAHA!!! Im guessing you stoped by one time while I was doing that?
No my 125 gallon tank burst a week ago and spilled into the house. Shop vacing it is no fun but having it come out from under the walls onto the front porch and pushing it with a mop out into the garage is even worse.
I didn't know you guys had that many spills there! lol

[allan]

I like going to a place where everyone knows my name. So far there's only two places here in town that greet me by name (and one fast-approaching-sudden-demise kid that keeps calling me "secretary"), and that's Gabe's and AD... oh, and Texas Tropical if it's that place on 410 and Vance. Last time I went there I got a "Hello Allan" from the young tall dude there. Pretty cool.

But I certainly don't expect it. These LFS see so many folks come in and out that it doesn't surprise me when they don't remember you. It's a small wonder when they do. Of course I think I've just about paid Jason's kid's first year at the local college. :)

To tell the truth, and I was just telling this to someone last night, I've never traveled in any of my other hobbies like I've traveled in this one. It's either to someone's house all the way down in Atacosca county for a frag of GSP or out to sea world for a carpet anenome all the way out to Garden Ridge for a tank and coral. I said all that to say this, I tend to stay in my neck of the wood to keep traveling to a minimum. The two places nearby are AD and R2U, both stores I like.

When I get the chance I head out to Gabe's, Texas Tropical, AA (have not been there in a while) and I think that takes me to the limit of where I've been.

Caveat, I did go out to Polly's the other day. Really like the layout of the store. Different and it really looks franchisey... now if only they can get one of those large tanks to go salt....

[copperband]

WHAT I LIKE ABOUT POLLY'S: I have been shopping at Polly's since I was 5 and I am now 15 so a total of 10 years. Everyone there is very nice and welcoming and not afraid to say I honestly don't know something and they will look it up or ask someone else. I enjoy that they don't treat customers like walking money bags or credit cards with legs. They now know me by name and I know almost everyone there. The store is very clean and they have quarantine tanks in the back which is nice to know that they will quarantine a fish if it is sick instead of allowing it to spread the illness to other fish.

I LOVE YOU ALL AT POLLY'S! MY #1 LFS

[Mr Cob]

I like:

-coral racks with prices, ie: Top rack $50, Mid rack $30, bottom rack $20. For premium corals, it's nice to have a label of what it is and how much it costs. I really hate asking what everything is and how much it costs. All fish should clearly be priced. It does not help me to have a list of the fish and coral you sell and what they cost. I want to know what I'm looking at and what it costs.

-clean store, seriosuly...net out the dead fish and if a tank is overpopulated with the "bad stuff", then slap a sticker on it and titled it "Reef bad stuff". Turn it into something educational if you can't maintain it.

-crew uniform shirts (just shirts...nothing formal just something that tells me you work there and you are the person to go to if I have a question or need some info, I really hate asking a "customer" what something is or if they can help me. LOL!

I hate when....

-When I'm not acknowledged when I come in. Just put a little bell on your door and yell out "Welcome, let us know if you need anything, we are a bit busy right now but we are here if you have any questions". Then check on me a couple of times but don't follow me around. If I'm going to steal something you'll know because I'm not good at hiding things. Gabe is great with customer acknowledgement and service.

-When a store makes me feel bad for not buying anything or more specifically the owner actually makes a rude comment for only buying a coke after looking around the shop with my son for an hour. It's first, a compliment that I took my son to your shop for some father son time and second it should be about getting me back in the store that you should be more concerned with. Not likely that I will be back now since I was treated rudely for only buying a coke, that YOU SELL! not naming any names here...just providing "general" feedback.

[clone]

I like:

-coral racks with prices, ie: Top rack $50, Mid rack $30, bottom rack $20. For premium corals, it's nice to have a label of what it is and how much it costs. I really hate asking what everything is and how much it costs. All fish should clearly be priced. It does not help me to have a list of the fish and coral you sell and what they cost. I want to know what I'm looking at and what it costs.

-clean store, seriosuly...net out the dead fish and if a tank is overpopulated with the "bad stuff", then slap a sticker on it and titled it "Reef bad stuff". Turn it into something educational if you can't maintain it.

-crew uniform shirts (just shirts...nothing formal just something that tells me you work there and you are the person to go to if I have a question or need some info, I really hate asking a "customer" what something is or if they can help me. LOL!

I hate when....

-When I'm not acknowledged when I come in. Just put a little bell on your door and yell out "Welcome, let us know if you need anything, we are a bit busy right now but we are here if you have any questions". Then check on me a couple of times but don't follow me around. If I'm going to steal something you'll know because I'm not good at hiding things. Gabe is great with customer acknowledgement and service.

-When a store makes me feel bad for not buying anything or more specifically the owner actually makes a rude comment for only buying a coke after looking around the shop with my son for an hour. It's first, a compliment that I took my son to your shop for some father son time and second it should be about getting me back in the store that you should be more concerned with. Not likely that I will be back now since I was treated rudely for only buying a coke, that YOU SELL! not naming any names here...just providing "general" feedback.

^^^^^ SAME STORE, its happend to me aswell.

[Europhyllia]

I didn't even know some fish stores are offering refreshments (for sale)!

[Big_Pun]

I didn't even know some fish stores are offering refreshments (for sale)!

the one i go to has a seperate fridge with FREE refreshments an i from time to time help keep it stocked :shades:

[kkiel02]

I look for-
1. healthy livestock(I know after a new shipment though there will be some loss)
2. clean shop
3. this time around I will be using stores that qt livestock as I know that I wont be able to have a qt setup

I cant wait to be abe to purchase livestock again!

[jesserettele]

:lauging:
I like going into an LFS and seeing the problems they have (and they all have some) and knowing that they are not my problems. In short, I like being the customer.
I miss the old days.

[jesserettele]

I like:

-coral racks with prices, ie: Top rack $50, Mid rack $30, bottom rack $20. For premium corals, it's nice to have a label of what it is and how much it costs. I really hate asking what everything is and how much it costs. All fish should clearly be priced. It does not help me to have a list of the fish and coral you sell and what they cost. I want to know what I'm looking at and what it costs.

-clean store, seriosuly...net out the dead fish and if a tank is overpopulated with the "bad stuff", then slap a sticker on it and titled it "Reef bad stuff". Turn it into something educational if you can't maintain it.

-crew uniform shirts (just shirts...nothing formal just something that tells me you work there and you are the person to go to if I have a question or need some info, I really hate asking a "customer" what something is or if they can help me. LOL!

I hate when....

-When I'm not acknowledged when I come in. Just put a little bell on your door and yell out "Welcome, let us know if you need anything, we are a bit busy right now but we are here if you have any questions". Then check on me a couple of times but don't follow me around. If I'm going to steal something you'll know because I'm not good at hiding things. Gabe is great with customer acknowledgement and service.

-When a store makes me feel bad for not buying anything or more specifically the owner actually makes a rude comment for only buying a coke after looking around the shop with my son for an hour. It's first, a compliment that I took my son to your shop for some father son time and second it should be about getting me back in the store that you should be more concerned with. Not likely that I will be back now since I was treated rudely for only buying a coke, that YOU SELL! not naming any names here...just providing "general" feedback.

Well put ALL the way around.