[A_Person]

The other day I dropped in on a local scuba store that I've patronised as a customer and/or instructor for nearly 30 years. They've changed hands recently, and had a few new folk behind the counter. I waited for over 5 minutes, unacknowledged, literally 3 feet away, while two of these bozos had a private conversation. Then, when they eventually dragged themselves out of their customer service torpor - it got worse! And not for the first time. So I walked out, and finally decided to never go there again - and to start bagging them (instead of recommending them) whenever I could.

Scuba stores have traditionally survived on markups from equipment sales. Everything else is a loss leader. But now, people can get a wider range, of better equipment, delivered faster, at half the price - via the internet! Yet STILL, bozos like those guys can not be bothered to service someone who's made the effort to walk in the door!

It makes me wonder how many small businesses go under because of good ol' garden variety hopeless customer service, rather than anything else.