Advice for B&M owners anyone?

[BlindedByScience]

Originally Posted by OLS

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.

Up front, I have no patience for theives. Period. Hang 'em high. No problem here.

Having said that, there is a right way and a wrong way to go about things. I believe that with a little time in the store, maybe nine times out of ten you should be able to tell who is a customer and who is a theif. I have to agree that a bank of cameras and multiple, conspicuous signs saying "Smile, you're on video surveillance" or something to that effect should get the point across. Heck, I don't mind being followed into the humidor and asked if I have any questions, but when I say "no, just looking at what you have in stock" that's your clue to leave me alone.

I know what I want, and if I don't see it, I will ask.

I do realize it's a balancing act; too little attention and you'll get robbed, too much and many guys, like me, will walk and not return. But to say there's "...no pleasing B&M customers...." just isn't accurate.

One man's opinion - N.F.H.

[Starz26]

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........

[smelly4tay]

Originally Posted by Starz26

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........

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.

[Bill86]

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.

[MurphysLaw]

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.

[smelly4tay]

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.

[Devanmc]

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.

[tsolomon]

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.

[jmsremax]

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.

[macsauce13]

Originally Posted by Devanmc

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.

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.

[CRIMPS]

Originally Posted by Devanmc

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.

If anything, since I am relatively younger, this is an opportunity to market your store to me and lock up a lifetime of business. I plan on living for a long time.

Don't hock the same house brand cigars to me and compare them to cubans every time I walk in. I am immediately skeptical and I will now question any advice or comments you offer.

[docdoty]

I just dont like when the employes lie about the cigars, acting like they know the blend and where it came from but really have no clue. Also If someone asks you what you thougth of a cigar dont quote cigar Aff, I can read that on my own.

[jimdandy]

Originally Posted by docdoty

I just dont like when the employes lie about the cigars, acting like they know the blend and where it came from but really have no clue. Also If someone asks you what you thougth of a cigar dont quote cigar Aff, I can read that on my own.

Perdomo, Just buy Perdomo

[enlightenedcigar]

Originally Posted by jimdandy

Perdomo, Just buy Perdomo

hahahahaha

[357]

I hate when I walk into a humi and I feel like the smell of mold is punching me in the face; only to see the fuzzy source of the smell all over their stock. Usually in such cases there is literally water dripping down the walls or pooled on the floor.

Plus I HATE being told that mold is plume. I am not an idiot. I know the difference. YES, I've seem plume and smoked cigars that had it. Don't play me for a fool because you don't know how to maintain your humi. I get that it happens in well maintained humi's, but not when it is on half of the cigars in your store.

[OLS]

Originally Posted by 357

I hate when I walk into a humi and I feel like the smell of mold is punching me in the face; only to see the fuzzy source of the smell all over their stock. .

Hahah, this happened to me at the Silver Star Hotel and Casino in Philly , Mississippi.
The whole humidor was DANK-a$$,the flooring was buckled in three places under the susp.
ceiling that was falling apart and I asked for a mold discount on the Puroos Indios I was
getting and he told me it was PLUME!!! I left it all on the counter.

And then one day I gave it ALL back. Walked into a humidor room in Metairie, LA
and reached up to grab a box of Padron Executives off the top shelf, and when I put it
back, it slipped and fell what, 8 feet? I put it on the shelf and left a minute or so later.
NOT a good moment in the cigar life of OLS.

[357]

The worst B&M was by my old house. It's actually a beer/wine shop, but they have a HUGE walkin humi. They are $2-3 per stick more than any other local B&M in town, plus the door to the walk in is always locked. To get in, first you had to know it was there, since the sliding door was always blocked by crap(boxes, beer promo cutouts, etc). Then you had to ask to go and look around. The owner or his son would litterally look over your shoulder the entire time. No suggestions, no, check this out. Just looming there. Not to mention the walkin was so over stocked, that you could barely side-step through the isles. Boxes were stacked in the walkways from floor to ceiling.

The only reason I ever go back is if I'm in the area, need a cigar, and its between 8PM (other B&Ms close) and midnight (when they close). Even then, it's usually not worth it.

[OHRD]

Great thread, thanks for starting this one - not much to add, everyone is spot on!

[OLS]

I think that is a good point, and I wish I had made it in an even better way, lol.
A SIGN telling me that I AM being watched is NOT OFFENSIVE to me. BEING
watched in person pi$$es me off to the point where I am not likely to come back.
And there was a time that pissing me off cut your annual turnover by 5-6 thousand
dollars a year. Once I found a B&M I liked, I was loyal. Then I discovered mail
order habanos.

[Dukeuni]

Video Cameras- Why don't more B&M's install video cameras in the humidors if they are so worried about shoplifting? Is there a problem with the cameras and the humidity?

Any CA members have video cameras in their B&M's?