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what an experience at don's salvage!!!

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dave holtgrave
Captain

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USA
427 Posts

Initially Posted - 03/18/2004 : 12:18:58

hey guys
gather around iwantto stand on my soap box for afew minutes.

i enjoy the hunt for parts in salvage areas such as don's in st pete florida.
i was there saturday and and was looking though some boxes right in front near the main desk.
i was moving parts of reef hooks,o rings etc stainless steel.
all the sudden the man behind the counter (the owner) informed me to stop handling the stainless steel soo roughly.
he told me it scratches easily.
well, i didn't realize that i was moving it roughly, i was just looking thru a big box of parts.
i also noticed the sign when i came in that said "salvage".
to me, this means used. i didn't say anything but just moved on.

part two
i found a bow roller that i thought would work and as many items at don's, he looks at your dress and charges accordingly.
when i took it to don for a price he was about $5 less than a new one at west marine. when i said i would return it to the building were i got it he told me no, he would have someone else put it back after he wrote a price on it. this would be one of the only things in the entire building to have a price marked on it.i was trying to get him to see i wasn't mared by his comment.again stone cold and no smile.

i did buy several things but you really need to know the new costs.

then, wereever i went he had his workers kinda pass thru
continously where i waslooking. billie,a worker is agreat guy and should be at the front.
don's is no longer the only used or salvage store in the tampa bay area.

my clothing showed i am a professional man that i was not there to destroy his salvage or shoplift.

i am very fortunate to have chosen a career that lets me travel the country and in my passtime, i love to explore places like don's.

i was just upset that the workers had to tell me he owns the place and tends to be crabby with life. that is why they tend to keep him out of the way.

i will visit the other stores of equal value in my future trips to tamps bay.

today we all want a thing they call service with a smile and it is slipping very fast.

marine surplus in bradendon knows how it works and i will be back there

dave holtgrave AIA
architect
5722 sk/tr
sailing carlyle lakein southern illinois in 5 weeks

Edited by - on

Earl Landers
Navigator

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USA
157 Posts

Response Posted - 03/18/2004 : 20:20:54

Dave,
I feel your frustration. I know of nothing that is more aggravating than poor customer service.

If your work ever brings you to So Cal, I think you'll find a very different experience at Minnie's in Costa Mesa http://www.minneysyachtsurplus.com/. The people are very helpful, most everything is clearly price marked, and are reasonably priced at up to maybe 60% of new. Examples; New surplus SS boarding ladder with an additional rung $35, New main traveler car $5.95 (designed for 1" rail, too big for C25), New aluminum framed port, approx 5" X 12" $64, 13" X 13" X 1/4" glass fiber board $7. They have tons of stuff to search through, making for a pleasurable way to spend an hour or two.

Edited by - on

dave holtgrave
Captain

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USA
427 Posts

Response Posted - 03/19/2004 : 08:43:12

earl
i've been to minney's many times and is a differnt experance.
your right .

there is day and nite differance between the two.

oh well, when they learn what has happened it will be to late to regenerate the momentum.

dave holtgrave
5722 sk/tr
sailing carlyle lake in 5 weeks
southern illinois

Edited by - on

Gloss
Master Marine Consultant

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USA
1916 Posts

Response Posted - 03/19/2004 : 09:03:48

Customer service IS a dying concept.

That's one reason why I like Catalina Direct so much. Lowell and Lindsey have bent over backwards to help me out many, many times.

Edited by - on

jwilliams
Captain

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USA
357 Posts

Response Posted - 03/19/2004 : 12:05:05

Earl,

Ditto on your comments about Minnies. 'Tho I live in NorCal, whenever I get doen to Irvine I make a trek to Minnies. They encourage you to paw thru their stuff.

They also have used sails, collectables from big boats. (Steamship Binnacle anyone?)

Jim Williams
Hey Jude C25fk 2958
SF Bay

Edited by - on

John V.
Admiral

Members Avatar

USA
559 Posts

Response Posted - 03/19/2004 : 13:04:27

Ditto again on Catalina Direct, they have been great and very helpful through many projects.

While we are on the subject of customer service, The Ski resort where I work, (my non teaching hours) decided to use the "Fish" approach to customer service.

The seminar the whole staff had to attend was about a fish market in Seattle. The crew there really has a lot of fun working and a lot of fun with the public. They treat everyone with a lot of joy and laughter. You may not be buying a fish but pretty soon you have the gloves and apron on and you are throwing flounder clear across the room. The three points I recall that made the most sense to me were "Be there" how often have you gone into a shop or attended a meeting and it was clear that people definately wanted to be somewhere else. the goal is to be there for the business be there for the customer. the second is "Enjoy" if you can't enjoy your work what are you doing there. either find different work or find a way to enjoy what you are doing. Then "have fun" having fun is the way you keep your customer happy and the way you get your customer to come back.

It really worked on the slopes this winter. we had lift ops getting people in long lines to do the wave while they were waiting. Ski patrol easing a patient's fears with humor.

It could work in any business, maybe someone should send the fish tape to Don's in St Pete. The truth is business' that fail to do good customer service are going to fail. The competition will not allow poor service to survive. There are too many hungry entrepreneurs out there.

Hey thanks for the soap box I'll be in Italy for the next week. Here's to spring break.

Edited by - John V. on 03/19/2004 13:07:22

RoofRoof
Navigator

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USA
186 Posts

Response Posted - 03/19/2004 : 14:33:11

Dave, now at least you know the rules. My office is very near Don's and I happen thru there for a lunch break. I have either been scolded, or seen someone else scolded for banging the hardware near the front desk. Once you experience it, it's not that big of a deal. Which brings me to my other point. Their prices are nearly what it would cost for new. I only buy things that are hard to find etc. Still fun to browse there. Just don't touch!

Edited by - on

JimB517
Past Commodore

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USA
3285 Posts

Response Posted - 03/19/2004 : 16:36:28

San Diego County government shows that "Fish" tape to new employees. Thanks for reminding me of it!

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RichardG
Admiral

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USA
990 Posts

Response Posted - 03/19/2004 : 17:45:30

Maybe Arnold could show that "fish" tape to the especially cheerful folks at the DMV?

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gnorgan
Admiral

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USA
563 Posts

Response Posted - 03/19/2004 : 20:46:23

We had the fish tape at the beginning of the school year. But it's hard to keep that energy up during a whole school day filled with 188 high school kids.

Richard, I agree that the DMV should see this....every day. What a "grey" place that is most of the time...and the long waits!!!

Now, Minnie's. There's a fun place to spend some time. Maybe I could go there next weekend. Or I could go sailing.
Sail.

Edited by - on

ronrryan
Admiral

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USA
561 Posts

Response Posted - 03/19/2004 : 20:50:38

I live about two miles from "The Nautical Trader" in Nokomis, FL and there is never a week that I dont stop in to see what's new. The owners are former sailors now trawlerpeople, live aboard, and the Help is a guy named Jim Johnson who sails a Com-Pac 23 and is Rear Commodore of our local sailing squadron. Give 'em a try! Ron srsk Orion SW FL

Edited by - on

OJ
Master Marine Consultant

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USA
4382 Posts

Response Posted - 03/19/2004 : 20:54:19

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by dave holtgrave
 . . . (the owner) informed me to stop handling the stainless steel soo roughly . . . he told me no, he would have someone else put it back . . . again stone cold and no smile . . . the workers had to tell me he owns the place and tends to be crabby with life . . . <hr height="1" noshade id="quote"></blockquote id="quote">

Classic symptoms of dysthymia and anxiety.

Hah! I'll have you know I've been thrown out of better places

!

Whew! I feel better now

Edited by - on

Sea Trac
Master Marine Consultant

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Vanuatu
1357 Posts

Response Posted - 03/19/2004 : 23:40:27

dysthymia (dis-thm-)

A chronic mood disorder manifested as depression for most of the day, more days than not, accompanied by some of the following symptoms: poor appetite or overeating, insomnia or hypersomnia, low energy or fatigue, low self-esteem, poor concentration, difficulty making decisions, and feelings of hopelessness.

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Mark Loyacano
Navigator

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USA
247 Posts

Response Posted - 03/20/2004 : 10:07:03

Naahhhh ... some folks just love and cherish salvage (junk). Ever notice how they can always tell you where to find an item hidden away in the greatest confusion of boxes, shelves and back rooms? Ya gotta love it...

Edited by - on

OJ
Master Marine Consultant

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USA
4382 Posts

Response Posted - 03/20/2004 : 14:07:51

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by Antares
 dysthymia (dis-thm-)

A chronic mood disorder manifested as depression for most of the day, more days than not, accompanied by some of the following symptoms: poor appetite or overeating, insomnia or hypersomnia, low energy or fatigue, low self-esteem, poor concentration, difficulty making decisions, and feelings of hopelessness.
<hr height="1" noshade id="quote"></blockquote id="quote">

. . . and irritability or "crabby with life."

Edited by - OJ on 03/20/2004 14:10:27

Waterboy
Navigator

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USA
204 Posts

Response Posted - 03/20/2004 : 22:57:32

'wonder how the fellow would react if a half-dozen of us entered at once and started banging the merchandise around ... nah that's just mean.

people like this owner have a metaphorical 'big red button' I have great difficulty not pressing.

Edited by - on

seastream
Navigator

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USA
242 Posts

Response Posted - 03/21/2004 : 17:10:49

Nothing's perfect in life, nor guaranteed to be, & Don should know that. I don't know why he's not enjoying life and its' offerings, but he should remember that life itself usually beats the alternative.

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dave holtgrave
Captain

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USA
427 Posts

Response Posted - 03/22/2004 : 14:06:23

hey seastream
i agree withyour comment.
my wife is a "coach", motivational speaker.
you hit it just right.

i will tend to visit other places in the bay area.
i hope someday don sees that there is more than anger in life.
dave holtgrave
5722 sk/tr

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