Advice for B&M owners anyone?
 

Like a lot of folk here I try to visit as many B&M's as I can. Luckily I travel a bit and always research new (to me) shops to visit. We've all been to the fantastic shops and to some real stinkers. However so many shops just seem so mediocre and could be a lot better.

Let's try to give some advice (pretend that they may actually read it) to owners and employees. I'll start.

*When I walk in your shop acknowledge my presence. I know you're busy running a business, but a hello or a nod of the head goes a long way to make me feel welcome.

*Don't assume that because I'm wearing work clothes that I don't have any money to spend. (Therefore I am not worth your time.)

*I know you love your regulars, but please don't make me try to figure out who works here and who is just hanging out. I shouldn't have to work to give you my business and my money. You want more regulars don't you?

*Don't assume that because there are no ladies in the shop that it's OK to throw F-bombs and the like. Do assume that maybe some of your customers are gentlemen.

*I know you can't be there all the time and that it's hard to find good employees. Train them well, especially in the art of customer service. A lot of your customers know cigars better than your employees. What we want is good service first and foremost.

OK, so I started. What advice would you give to shop owner that just doesn't seem to get it?

Re: Advice for B&M owners anyone?
 

I would really appreciate all of your opinions on this actually!! I love my job and I want ot do it the very best that I can, so all input you guys have would be of value to me.

Re: Advice for B&M owners anyone?
 

F-bombs fly all over down here. :r I agree with the rest though.

Re: Advice for B&M owners anyone?
 

I am not a bandit, so please don't follow me into the humidor and hound me the second I walk in. Please give me a few minutes to look around and than pop in and ask if I need any help or have any questions. If your on my heels following me in and don't give me a few minutes to myself to peruse your selection I am leaving pretty quickly while purchasing nothing and will never be back. There is nothing I hate more than walking into a walk-in and feeling a hole being burned into the back of my head because an employee follows me in and proceeds to watch me like a hawk until I step back out of the humidor. As a customer I am pretty easy to please but if I feel like you can't give me the benefit of the doubt even for a few minutes to not steal something than I do not need to support your business. At least pretend your coming in to move stock around or check a price or something.

Re: Advice for B&M owners anyone?
 

1. I hate being followed in to walk ins.
2. I also hate being completely ignored.
3. When I say do you have snus don't tell me to buy cope at the gas station across the street. Just say no we don't.
4. Don't tell me you're getting in things you aren't. "oh we plan to get in lots of limiteds", three months later...nothing new.
5. Don't assume I know nothing about cigars, I've yet to meet an employee that has a clue.


I agree with the work clothes thing I use to go in on my breaks and they wouldn't even bother to acknowledge my presence. That's frustrating. I also hate hearing "come on support your local shop" yeah but you don't support me at all. I have to smoke your cigars and you refuse to get in any Viaje/Tatuaje/Illusione cigars.

Shops these days don't seem to work for your business they seem to expect it.



Also please do not tell your employees to recommend Gurkha Titans just because they are the most expensive stick in your humidor (something like $34 a stick).

Re: Advice for B&M owners anyone?
 

Bingo! Especially if you have employees that are not educated in the basics and can not answer simple questions about origin of tobacco in the blends, wrapper, filler etc.

Re: Advice for B&M owners anyone?
 

This may not be widely experienced... I just don't know. My only local B&M is basically a bar with a humidor. So my take would be... decide what you want to be. If you want to be a bar with mostly cigarette smokers that is fine. Just don't expect my business.

Re: Advice for B&M owners anyone?
 

+2...this really annoys me. I really hate having somebody up my rear-end not being able to have a chance to browse the selection. It annoys me even more when employees keep hounding me to buy particular brands...really annoying...I'll end up buying cigars in the end, so why be up somebody's rear trying to sell something they don't want?

Re: Advice for B&M owners anyone?
 

Along those lines if you prefer/require me to buy your sticks to smoke in your shop post a sign.

Don't get mad/ban me when I won't smoke your shitty cigars, especially after I have spent a couple hundred bucks in your store. ;)

Re: Advice for B&M owners anyone?
 

Yep, I spent $160 bucks and wanted to smoke my DES there. The employee said don't let the manager catch you but I really don't care. I said really? After I just spent $160 bucks?

So yeah, B&M's have gotten MUCH less of my money after finding all 3 of them to have different issues that are ridiculous.

Re: Advice for B&M owners anyone?
 

If you as a shop owner are going to shell out the money to stock your humidor, learn how to properly maintain it. Don't crank the humidifier so that all the cigars are moldy/spongy. Or so dry that the slightest handling causes all the wrappers to spilt. No way will I pay $25 for a padron 45th with a split wrapper. And to see the other eight left in the box in the same condition will mean you obviously don't know what you're doing an make me less than likely to return.
Posted via Mobile Device

Re: Advice for B&M owners anyone?
 

Yes, please do not try and push the sticks that are not moving on me when I come in or the highest dollar stick you have in your shop on me. I have experienced this in the past and usually I respond with a "No thank you." I have had times where they continued to hound me and I replied with, "No thank you, I've smoked it and it's not my thing and probably not many others so I'm not surprised you guys are forced to push it so your not stuck with a back stock of turds." A response like that usually gets the point across rather quickly and more often than not I will not be in a hurry to be back to that shop. Like I mentioned earlier, I am easy to please. Give me my space but don't ignore me. Ask me if I need help or any recommendations after a few minutes alone and usually I will take it from there. The shops that treat me with respect are the shops that get most of my business. They don't even need to be 100% knowledgeable as everyone starts somewhere but just don't push crap on me if you don't even know what your trying to sell me or wouldn't smoke yourself.

Re: Advice for B&M owners anyone?
 

Most shops keep their sticks too wet to smoke right away anyhow. From my perspective, as long as you spent money in the shop you should be able to smoke whatever you want.

Lots of good points made in this thread!

Re: Advice for B&M owners anyone?
 

Fellas...looks like you've hit the nail on the head with these posts.

Don't have me drive from Petersburg, Va to Norfolk, Va because you claim to have the latest PDR 1878 Dominicana Reserva (the red one right???) and I arrived to find you don't have a clue what the hell I am talking about...when you bring out the PDR 1878 Capa Maduro (black label).

KNOW YOUR STOCK!!!

Re: Advice for B&M owners anyone?
 

If you have a rule or policy that I apparently was unaware of, mention it to me with courtesy and respect, don't talk to me like I am your naughty nephew, and don't "call me out" in front of others. I promise you if you do, I will not be back, and I will tell every BOTL I know what I think of your place too.

On the other hand, to the owners of 90% of the B&Ms I have been to, thank you for your hospitality and kindness, I look forward to seeing you again. :)

Re: Advice for B&M owners anyone?
 

Good evening Bill, my name is Wade!

Re: Advice for B&M owners anyone?
 

I mean locally :r

My guess is you're a bit far from Franklin/Nashville TN.

Re: Advice for B&M owners anyone?
 

Hire really hot women. I don't care what they know about cigars.

MCS

Re: Advice for B&M owners anyone?
 

:tpd: and make sure that they are fully capable of taking the blame when you put a half smoked stick in a box you are sending to someone.

Re: Advice for B&M owners anyone?
 

If there are areas in the shop where we should not smoke (assuming that we can smoke in the shop in the first place), please let us know (post a sign or something).

On the other side, with theft being as bad as it is, I understand why you follow me around, but please be a little more respectful of my space. And, if I am a regular, don't follow me around, but make yourself available (at the counter or someplace) so that I can find you when I have questions...

Re: Advice for B&M owners anyone?
 

Now, in all fairness, just because you are not a "bandit" doesn't mean that the other half of the people who walk in the door wouldn't consider a five finger discount. I agree that I don't appreciate someone breathing down my neck but it may be necessary to maintain an employee presence to prevent theft. Also, especially if you are the only guy in the store at the time, they may just be eager to try and make a sale. Again, I agree that either way they should be tactful about their methods but it seems we too quickly take offense when 80% of the population would at least consider a "freebie" without supervision. :2

Re: Advice for B&M owners anyone?
 

Don't walk into the humidor eating pizza.

Carry a variety.

Things I have liked - People who let me get in and out of the cigar store. Little chit chat if I don't want it, or a ton if I wanted it.

Re: Advice for B&M owners anyone?
 

When describing the flavor of a cigar do not try and compare it to a cuban cigar, or say that it is better than a cuban. Then go on to say I will not be able to tell the difference between said cigar and a specific cuban.

Re: Advice for B&M owners anyone?
 

:r:r:r




My biggest issue is: If you are going to own a cigar store, give a damn about cigars and the culture. If you just thought it would be a money making venture or a safe retirement hobby **** off and let someone who is passionate run the place. No I don't want your highest margin stick, no I don't want the hard to find Altidas product the duped you into stocking, I just want good sticks at a fair price. When I ask you if you carry a cigar that has even been highly rated in a publication like Cigar Aficionado, don't look at me like a dumbass, especially if the issue that mentioned it is on the counter next to the register.

I am in real estate and spend most of my day researching...real estate. If I owned a cigar shop I would spend all day, in between customers, researching...cigars.

Shop owners, give a damn. That is my recommendation.

Re: Advice for B&M owners anyone?
 

A little trust as a customer. New to hobby but if your standing in the Humidor cause you don't trust me tell me and I'll leave and not come back. If your standing there cause you know I take a lot of time and have questions then I am glad you care so much about me as a customer.
Sometimes after already purchasing I walk into the humidor just browsing sometimes purchasin again but don't expect me to purchase everytime I look at sticks I may be library studying

Re: Advice for B&M owners anyone?
 

In today's world. everyone is a suspect if you are not known. It's those idiot thieves you should be angry at, not the b&m's trying to protect what is theirs. I hate that icy stare too but that's life and it's not going to change. I am guilty. If somebody I don't know walks into our humidor, I keep a very close eye on them as does the camera and recorder. If I don't, inevitably, I will find we have missing stock. That's a fact.

Re: Advice for B&M owners anyone?
 

this is a shame

Re: Advice for B&M owners anyone?
 

I will agree with Greg. When helping someone new that I haven't seen I wouldn't follow them but I would start a basic conversation. I would casually ask if there is anything they are looking for, what do they enjoy smoking, etc. I wouldn't try to hound them but in return make them feel welcome. It's an easy way to just keep an eye on whats going on.

Re: Advice for B&M owners anyone?
 

Very well stated Jeff..

Re: Advice for B&M owners anyone?
 

I can relate but my issue is not even getting a minute or two to get my bearings on what they have as far as stock before they are literally up my butt. If your keeping an eye on me from afar that's one thing but I just get irked at the very few that are literally on my heels going into the humidor to the point where if I stopped short they would more than likely walk into me. Hasn't happened too many times but it has and the few times it did I never returned even if they carried a good selection of sticks. Hell, I didn't even get that treatment in a certain shop in Cornelius where the staff is known to be very cold.;):D

Re: Advice for B&M owners anyone?
 

This thread is funny, because it shows that there is no pleasing B&M customers, lol. I am with Greg,
people are theiving scumbags. (paraphrase) BUT in today's technological environment, there is no excuse for
having less than 6 cameras in an average walk-in. You should greet them, then settle down in front of your bank
of surveillance monitors to watch their every move, preferably with remote pan, tilt and zoom. Then when they
gt to the register, simply ask if they found everything they needed. Charge them for that B-52 or T-38 or F-15
or whatever they put into their pants. If they notice it on their receipt, just ask them if they'd like to see the
replay.

Re: Advice for B&M owners anyone?
 

:r Would love to be a fly on the wall when this plays out. Would be very entertaining. Hey are you getting inside info on some new Ligas coming down the pipe?:r

Re: Advice for B&M owners anyone?
 

^^^ *100


I wish we up in Canada can still walk into the humidors and look at the products instead of in books.

Re: Advice for B&M owners anyone?
 

That there is some funny ****! :r :r

Re: Advice for B&M owners anyone?
 

Ya know, selling a cigar and being decent to people is not rocket surgery.
If a guy can't figure it out on his own, we sure aren't going to teach him anything.
Some tobacconists are willing to listen to their customers because it's obvious to them that it's the key to success. Others just simply don't last long.
Just like online retailers, if the shop sucks for any reason, I take a walk.
I guess I'm saying this thread is a great idea, and a great read, but most likely futile.
I suppose it sure doesn't hurt to try. :D
Excuse my negativity, this just reminded me of a few really poor experiences and it gave me gas. ;)

Re: Advice for B&M owners anyone?
 

Do not tell me the fuzzy stuff on your cigars is "Bloom" or "Plume". Have a place where customers can smoke without paying a membership fee. Does not have to be big, but for those of us who travel a place to sit and smoke is a nice get away, or sell a day pass.

Oh, and Stop marking up your Opus to 2x msrp and pusing them as to how rare they are. This is not 2003........

Re: Advice for B&M owners anyone?
 

this^

Also, know the product very well, take care of said product, and treat customers the first time as if they are going to shop here from now on....


and please don't wave a Montecristo or a Bahia in my face and say it is flying off the shelves, then go apeturd crazy when I say no thanks.

Re: Advice for B&M owners anyone?
 

I completely agree. I agree with what other people are saying also though. Some people cannot be trusted and until you get to know who can and who can't unfortunately everyone cannot be. A couple months ago I was accused of stealing from a local B&M and I had two other BOTL with me who were just as shocked as I was to hear these accusations. The truth is I would never have gone back to the place until I found out it was not an employee who approached me but instead just a very confused and lost costumer. I was very insulted by the very idea of him thinking I would try to steal anything. I may not have a lot of money but that is why I only smoke what I can afford. It really is too bad that theft is such a big problem that honest people have to put up with this problem.

Re: Advice for B&M owners anyone?
 

I agree Dave, but I wouldn't doubt that sometimes that is the case. I mean you would be surprised how little most people that shop at B&M's know about the cigars.

Here's also a prime example of why I don't shop at B&M's.

Camacho liberties 2010 were $25 after taxes at a B&M, on CAYP they are $10. The gouging that is done at B&M's is ridiculous. I cannot afford to pay 2.5X the price just to support a local shop.

Shops should realize they have to be SOMEWHAT competitive.


Also if anyone follows me into the walk in, I'll never buy from them again. Unless I ask "what's new" which I often do.

Re: Advice for B&M owners anyone?
 

I'd just like to hear more shop employees thank customers for their business. If it wasn't for us, they'd be looking for work. A little appreciation goes a long way.

Re: Advice for B&M owners anyone?
 

Reading through this makes me think of the recent thread about NHC cigars and the people who were stunned/very happy at the speed and consistency of the owner. I have never used NHC but I plan on it after reading that.. Good CS, good knowledge/service of product, fast delivery, fair-great pricing.

This thread is about B&M's, but in ways, gaining new customers and excellent advertising is the customer service itself.

Re: Advice for B&M owners anyone?
 

My feelings exactly :tpd: sometimes I get this at a place I haven't been to before as I am not a regular. It can be very unwelcoming IMHO.

Re: Advice for B&M owners anyone?
 

I remember when that happened and you told the Thursday herfers about it, I think that was the first time I got to witness "Angry Mac" :sl:sl


Good points all around...

Personally my biggest issue is when the shop workers follow you into humidor (I get why they do that though) then proceed to recommend a cigar not knowing anything about me. Then when I completely ignore everything you say, because it's obvious you just want rid of your junk stock, and I take a WHOLE 5 minutes to pick some things ... don't make a snide comment about "I wondered if you were ever gonna find something" :sl:sl

Re: Advice for B&M owners anyone?
 

I really sympathize with owners who have been ripped off by theft.

If you've got to follow me around in the humidor simply do it while providing good customer service. If you see me fingering some sticks approach me and give me your opinion. Suggest similar smokes, offer to hold what I've picked up so I grab some more, tell me about new releases, but please don't give me that icy stare. Use that face time to sell me! Following me around takes time, use that time to win a regular. I wanna give you my money today and maybe tomorrow. If you treat me like a human and not a thief I'll be back.

Re: Advice for B&M owners anyone?
 

this one wont apply to most of you but...

If i come into a shop, just because im not 60 ys/old please dont assume im some snot nosed kid who knows nothing about cigars. :sh

Re: Advice for B&M owners anyone?
 

If you are having a promo and the sales rep is there, please don't let him hound me after I tell him I haven't found any cigars of that brand that I like. I came to enjoy a smoke, not to listen to him prattle on about how many cigars they sell world wide.

Re: Advice for B&M owners anyone?
 

Damn, some of you seem to have crappy B&Ms....I have no complaints about the ones around me. Hot bartenders and friendly staff that are helpful when you ask for it. :tu

Re: Advice for B&M owners anyone?
 

Ughhh. I'm with you there Devan.

More often than not, when I go into a B&M I leave feeling like I was treated like an idiot. Yes, I'm young. But Yes, I spend WAY too much time researching this hobby, and know quite a bit about it.

Re: Advice for B&M owners anyone?
 

this. one of my local shops never seems to go after anything but the usuals (AF, CAO, etc...) and never seems to know much beyond what they have in stock. i don't care much for CA, but at least read the cigar reviews! there's real information there! true story, about a year ago, i asked if there ever going to get in any tatuaje. they looked at me like "tatu... what?" never heard of the brand...

Re: Advice for B&M owners anyone?
 

This is where Gurkas come into play. Cigar thieves in general have no clue what they are looking for and tend to prey on price tags. Gurkas are flashy and generally pricey so they are great "bait" for cigar bandits. :D