alex said:If I were your boss, I would not be particularly happy about you collecting feedback in this way, especially without checking in with me. The danger is that you set up a "vent about BOC" thread which turns off other potential customers who have never visited the place.alex said:I respectfully disagree. If I were your boss, I would admire your initiative. While true, those with extreme experiences would be more likely to post, that's what you want. Customer surveys are common, and though this type of survey is very uncontrolled, it appears that honest feedback is what you're getting.
You're already getting a common theme..."shop snobs". This is huge. I've never been to your shop, but I can tell you that I immediately feel inferior and intimidated when I encounter these types. I will rarely buy from them because I am too intimitated to ask questions that may or may not appear dumb to the too cool, experienced (or not), shop snob. This is true in every type of sports retail, skiing, biking, etc.
Having never been in your shop, I would venture in if in the area. Your informal survey makes me think that customer service is a priority and if it was poor in the past, you are looking to remedy that. I'd at least give you a shot.
In my way too many years as a consumer and a business person, customer service comes down to one thing, helping people as you would like to be helped. That means taking on a customer's problem as if it were your own. If your salespeople can't do that, they need to work in a cubicile somewhere else. Customer service keeps em coming back. Studies show that customer service more often than not, wins out over pricing.
Just my two cents. (Or maybe 4, sorry )