Thumbs up for great customer service

BeardyGit

I dropped in a pair of boots into the Great Outdoors last weekend to have them repaired after some stitching on the ankle cuff started to separate. While the fault occured on only one of the boots, I wanted whatever repair was made to one boot to be duplicated on the other boot - Proactive maintainance as we call it in work. And it might save me another trip if the same fault develops in the second boot.

The boots were dropped in on Saturday, with minimal fuss. They agreed to duplicate the repair without any explanation from me. I was told they'd be back by Wednesday. I just got a call to let me know they're in and ready for collection.... Exactly what I was promised.

I know it may seem like very little to make noise about, but consider the hassle and expense involved in sending these boots back overseas to whatever internet/mail order company I could have bought them from. Maybe a 10-14 day turnaround, with double postage charges and other grief involved. Even at 2kg's a pair, it would probably have cost me the guts of €40 return I'd guess. And I certainly wouldn't want to break in another pair just because they could get lost/damaged in the postal system.

I reckon with a 3 working day turnaround on this kind of repair, a courtesy call to confirm they've done the business, and the ability to speak face to face with the person who's taking them in for repair is just what's needed to encourage more people to shop locally in bricks and mortar stores. For what was literally €15 more than the cheapest online price at the time (255 vs 240 incl. delivery), I've enjoyed great face-to-face service....again.

Well done Great Outdoors.

Alun

I've had the opposite experience with them to be honest.

First off, being called in to the shop twice to pick up a pair of Meindl approach shoes I'd ordered, firstly to be told that they couldn't find them and that they'd re-order, and secondly to be told that, in fact, they actually weren't available in the colour they said they were when I first went in.

Secondly on the few occasions I've been in there looking for boots they've insisted on measuring my feet (despite me knowing perfectly well what size I am, thank you) and proudly telling me that I'm one whole shoe size bigger than I know I am, and have been for many years. I humoured them the first time and tried on a pair of size 10's, and then pointed out that I probably could have fitted both feet in at once.

I bought my most recent pair of boots ( a simple 'repeat prescription') on the Internet from Germany at €160 + €10 p/p as against €220 in a bricks and mortar shop (not Great Outdoors) that's a saving of €50.

irishlostboy

i am glad someone has had a good experiance from great outdoors. in the many years in which that place has had the practical monopoly on specialist outdoor equipment i have heard far more horror stories than i care to mention. in dealing with the watersports department (going back about ten years now) we got treated pretty terribly, so badly in fact that i cancelled a load of purchaces and moved my business down to a more favourable store in galway. (not great outdoors) the alternate store got over 8 grand's worth of business from us that year, and we all got good discounts, service etc.
i only buy in great outdoors when i HAVE to. even some managers i have known there hate the place, the owners, and the way the company practices business. with very good grounds. names will not be mentioned. for obvious reasons.

Cookie_Monster

Gil_Dub wrote: »

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Well done Great Outdoors.

I agree, by far the best outdoor store anywhere in Dublin for staff & service.
Its one of the few where staff actually know what they are talking about for a start

Especially if you happen to know someone working there;)

Evil Phil

There does seem to be a number of new younger staff in at the moment, so I doubt the have the experience required, I just look for a face I know.

BeardyGit

Fair points made by all. I'd rarely accept the 'help' a wet behind the ears shop assistant could give me, but I realise we're not all tough customers, and some will go with whoever's dishing out the bad advice. Customers loss, sure, but not their fault.

The common sense approach I've used is to pick the older looking members of staff, and that goes for any retail operation. These more worldly wise staff will know it's okay to point you towards someone else if they don't know the answer, and if they tell you they know what they're talking about, chances are that they do.

In the Great Outdoors, I speak usually with:

Charlie - Great guy, into camping, walking, climbing/bouldering and MTB etc.
Steve - All rounder. Good guy, despite the sometimes gruff demeanour.
Carol - Very helpful, will always double check stuff.
....hmmm, want to say Aaron, but think it's something else. Red haired guy, usually bearded. Climbing fan. Helpful and knowledgable.

All good folks, who know what they're talking about, and know to ask someone else rather than feeding you a line.

The blow in, wash out staff? Wouldn't waste my time talking to them, but that goes for everywhere else too.

YMMV,

Gil