As you can see by the number of posts I’ve made that I’ve been lurking here for a long time and rarely post.
I cannot agree more strongly with Grouse. This is a feeling I’ve felt everytime I’ve been in Brothers and I felt that I too had to make my voice heard.
I love the idea of having a bait shop in Stillwater since it’s close to many of my destinations. That said, when I moved out here 3 years ago I always stopped there, bought bait (even when planning on trolling stickbaits) and asked how the bite was going, what the ‘eyes were hitting on, how deep, what spots, etc. To me, this is a prime opportunity to develop a loyal customer. Sell me some bait, give me some info, sell me some tackle, ask me to try some new tackle and give feedback, ask how I’m doing, what worked for me, what I should try, etc. One time I even mentioned that I had recently purchased a Pinpoint GPS system and would like to chat about it since someone there was using Pinpoint too. That fell on deaf ears. All this seems incredibly logical to me and is what a bait shop is about. It’s not about selling bait. It’s about developing community and relationships. It’s really a two way street, I’ll let you know how I did and we can share information. But understand, I’m certainly not going to force you to chit-chat if I feel like I’m interrupting your television viewing. Funny, that’s how it felt more than once at Brothers.
If new owners come in and want to make a successful showing here are my 3 suggestions.
1. Every new customer is your first customer. Treat them like a trusted friend and you’ll be treated the same. A positive emotional experience from a store makes me evangelize to no end.
2. A single item sale is a losing proposition. Suggesting a Snickers bar or extra water for the boat means you’re thinking about my experience after I leave the store. When I get bait, I’m in a hurry to get to the water and I’ve forgotten items more times than not. Suggesting some added goodies makes your average sale go up, even if by nickles. This counts.
3. Repeat customers are your bread and butter. If I’m in on a regular basis, you might notice it and not say anything. Try mentioning it to me. It shows me that you’re in touch with me, not just my dollars. If you’ve got the memory (even if you don’t) you might ask where I’ve been fishing, how I did last time, etc. I like to buy some items in bulk and will be purchasing leeches shortly by the gallons. If you notice I never buy leeches from you, you might ask why. I’d tell you I buy them early and use them all season. You might suggest that I pre-order from you, getting my leeches (or whatever item) early and without hassle. This is what repeat customers want. Thoughtful service.
I could go on. I’ll be sad if the shop goes away. If not, I can’t wait to meet new owners.
Bil