I'm interested in the topic of B&M's in general. I have another consuming hobby that has been characterized by the disappearance of its B&Ms over the last two decades. I understand that the same has happened in the pipe community -- long established and popular B&Ms now gone. I have come to the conclusion that the internet is not the principle reason for the extinguished stores, but their inability to create a niche and to understand what the internet provides that they choose not to.
Let me explain. And ask how these characteristics apply to the pipe community. And then I would welcome your comments.
Pure Cost: The main complaint by B&M owners is that they cannot compete with internet prices. And, in general, that is true. But that does not mean that customers won't pay higher prices if there is something they deem valuable resident in the B&Ms. It costs nothing to surf the net; it costs to drive to my local B&M. I don't pay taxes over the internet; I do at my B&M. I have to pay for shipping from the online store, unless I order about $100 or more in merchandise; I don't pay for shipping at my B&M. An shipping, combined with taxes, can wipe out any savings I would have for online shopping. I get a good discount online; I get a decent discount at my B&M. So, all in all, if I know exactly what I want, it is cheaper to go online. But if I don't know exactly what I want, I can waste a good amount of money purchasing something I would not have purchased if I would have handled and examined it in person.
So, cost is a big factor if I am shopping for a specific item that makes postage or total order amount reasonable. But, if not, my B&M is more attractive.
I have found that there is often a knee-jerk reaction by B&M folks that internet pricing is wiping them out. To some extent they have an argument; but it is not a complete argument.
Knowledge: When I order online, I have to do a lot of research myself. Even then, I might not be sure of the item I am purchasing. When I go into a B&M, I expect to be able to talk to knowledgeable people who have done their own research or have experience. That knowledge is a valuable addition to a B&M's attraction. It can make traveling to the B&M quite worthwhile.
Online sites often provide minimal information about a product, except for marketing superlatives. I have to do my own research. I have also noted that there are also people behind B&M counters that are essentially ignorant of their own product. It is very frustrating to ask a question and hear, "I don't know" -- or, worse, "If you can come back on Wednesday (or after lunch, or this evening, or when we hire somebody), Joe will be here and he can answer your questions. I think."
It seems to me, in the tobacco world, the basic division is between the cigar guys and the pipe guys -- and the knowledge can be equally segregated. In my other hobby, there is a massive division between the aspects of the hobby, resulting in completely blank looks if Joe isn't in the store.
Availability: This is where online sources shine. They have inventories that B&Ms can't hope to match. OTOH, online stores tend to carry only the better selling and more popular items from the bigger manufacturers. B&Ms can create a niche for unusual and hard to get items and, with knowledgeable staff, can market them to in store customers.
But, again, I've noted that some B&Ms chant the mantra of -- "That's not available". Or even worse, "We can order it, but we don't know when it will be here". Or "We should have some in this Spring. Maybe." And, "Yes, but we sold the only one we had in stock. I don't know if we are going to order any more." These sorts of responses drive customers away. B&Ms, it seems to me, can take individual orders, communicate their status, and cultivate customers. But many don't.
Atmosphere: There just isn't any atmosphere online. That's that. And this is where B&Ms can shine. They can showcase their merchandise and news about new merchandise and interest groups and special events and so on and so on. They can make just going to the store an anticipated event. They can make an unplanned purchase a pleasurable transaction. They can be, in short, fun.
However, I go to B&Ms where cliques of folks, who don't seem to be buying anything, either sit around or block the aisles or get rowdy. There are other customers who show up to socialize with the sales staff or each other, making it either unpleasant or nearly impossible to ask questions or even make purchases. I've stood around for 10-15 minutes, placed my merchandise back on the shelf, and left such stores
There don't seem to be a surplus of sales folks who have the skills to disengage and get down to the business of selling. Which can negate a big B&M advantage.
Convenience: Online shopping is indeed very convenient. I can place an online order at 2:00 a.m.; I can't wander into my B&M anytime I feel like it.
However, if I need something right away, there is no substitute for the B&M. Unless, I'm willing to pay a fortune for overnight delivery for an online item, I can get what I need from my B&M at the beginning of the next business day. which gets me into the store and makes me a customer.
This is, it seems, yet another opportunity for B&Ms.
Experience: The online purchase, unless you have problems with the website, is a flavorless experience. It can be the opposite of fun. But it can be quick and painless.
And this is another area where B&Ms can shine or can collapse. If the customer finds that showing up at the B&M is going to be educational and fun and pleasant, he'll come back. But it the experience is frustrating and costly and fruitless, he'll head back to his computer. The opportunity the B&M has for face to face, direct communication with a customer can be ruined by the factors pointed out above ... or by other factors.
B&Ms, sometimes called "Mom and Pop's", often fall into the trap of thinking that their problems are the customer's problems. If Joe doesn't show up, or the shipment is late, or they ran out of the item I called to confirm they had in stock, or they didn't hold the item they promised they had, or they rescheduled the special event, or they have to close early today because of a family issue, or they just can't hitch up their cajones and tell the freeloaders to buy or leave .... then the allure of the internet grows.
That's my spiel.
In my other hobby, for the reasons above, I shop almost exclusively on the internet ... except for common supplies that I need right away and which I have confidence are in stock.
So, I wonder if some of these same factors apply to pipe and tobacco B&Ms. Round my area, I have been pleased by the atmosphere, knowledge, convenience, and some experiences of shopping at our B&Ms. I can wait; I have enough tobacco and sufficient pipes for the rest of my life. However, the availability, some prices, and some experiences have been problematic.
Are pipe and tobacco B&Ms in trouble and how much have they contributed to their own problems?
Let me explain. And ask how these characteristics apply to the pipe community. And then I would welcome your comments.
Pure Cost: The main complaint by B&M owners is that they cannot compete with internet prices. And, in general, that is true. But that does not mean that customers won't pay higher prices if there is something they deem valuable resident in the B&Ms. It costs nothing to surf the net; it costs to drive to my local B&M. I don't pay taxes over the internet; I do at my B&M. I have to pay for shipping from the online store, unless I order about $100 or more in merchandise; I don't pay for shipping at my B&M. An shipping, combined with taxes, can wipe out any savings I would have for online shopping. I get a good discount online; I get a decent discount at my B&M. So, all in all, if I know exactly what I want, it is cheaper to go online. But if I don't know exactly what I want, I can waste a good amount of money purchasing something I would not have purchased if I would have handled and examined it in person.
So, cost is a big factor if I am shopping for a specific item that makes postage or total order amount reasonable. But, if not, my B&M is more attractive.
I have found that there is often a knee-jerk reaction by B&M folks that internet pricing is wiping them out. To some extent they have an argument; but it is not a complete argument.
Knowledge: When I order online, I have to do a lot of research myself. Even then, I might not be sure of the item I am purchasing. When I go into a B&M, I expect to be able to talk to knowledgeable people who have done their own research or have experience. That knowledge is a valuable addition to a B&M's attraction. It can make traveling to the B&M quite worthwhile.
Online sites often provide minimal information about a product, except for marketing superlatives. I have to do my own research. I have also noted that there are also people behind B&M counters that are essentially ignorant of their own product. It is very frustrating to ask a question and hear, "I don't know" -- or, worse, "If you can come back on Wednesday (or after lunch, or this evening, or when we hire somebody), Joe will be here and he can answer your questions. I think."
It seems to me, in the tobacco world, the basic division is between the cigar guys and the pipe guys -- and the knowledge can be equally segregated. In my other hobby, there is a massive division between the aspects of the hobby, resulting in completely blank looks if Joe isn't in the store.
Availability: This is where online sources shine. They have inventories that B&Ms can't hope to match. OTOH, online stores tend to carry only the better selling and more popular items from the bigger manufacturers. B&Ms can create a niche for unusual and hard to get items and, with knowledgeable staff, can market them to in store customers.
But, again, I've noted that some B&Ms chant the mantra of -- "That's not available". Or even worse, "We can order it, but we don't know when it will be here". Or "We should have some in this Spring. Maybe." And, "Yes, but we sold the only one we had in stock. I don't know if we are going to order any more." These sorts of responses drive customers away. B&Ms, it seems to me, can take individual orders, communicate their status, and cultivate customers. But many don't.
Atmosphere: There just isn't any atmosphere online. That's that. And this is where B&Ms can shine. They can showcase their merchandise and news about new merchandise and interest groups and special events and so on and so on. They can make just going to the store an anticipated event. They can make an unplanned purchase a pleasurable transaction. They can be, in short, fun.
However, I go to B&Ms where cliques of folks, who don't seem to be buying anything, either sit around or block the aisles or get rowdy. There are other customers who show up to socialize with the sales staff or each other, making it either unpleasant or nearly impossible to ask questions or even make purchases. I've stood around for 10-15 minutes, placed my merchandise back on the shelf, and left such stores
There don't seem to be a surplus of sales folks who have the skills to disengage and get down to the business of selling. Which can negate a big B&M advantage.
Convenience: Online shopping is indeed very convenient. I can place an online order at 2:00 a.m.; I can't wander into my B&M anytime I feel like it.
However, if I need something right away, there is no substitute for the B&M. Unless, I'm willing to pay a fortune for overnight delivery for an online item, I can get what I need from my B&M at the beginning of the next business day. which gets me into the store and makes me a customer.
This is, it seems, yet another opportunity for B&Ms.
Experience: The online purchase, unless you have problems with the website, is a flavorless experience. It can be the opposite of fun. But it can be quick and painless.
And this is another area where B&Ms can shine or can collapse. If the customer finds that showing up at the B&M is going to be educational and fun and pleasant, he'll come back. But it the experience is frustrating and costly and fruitless, he'll head back to his computer. The opportunity the B&M has for face to face, direct communication with a customer can be ruined by the factors pointed out above ... or by other factors.
B&Ms, sometimes called "Mom and Pop's", often fall into the trap of thinking that their problems are the customer's problems. If Joe doesn't show up, or the shipment is late, or they ran out of the item I called to confirm they had in stock, or they didn't hold the item they promised they had, or they rescheduled the special event, or they have to close early today because of a family issue, or they just can't hitch up their cajones and tell the freeloaders to buy or leave .... then the allure of the internet grows.
That's my spiel.
In my other hobby, for the reasons above, I shop almost exclusively on the internet ... except for common supplies that I need right away and which I have confidence are in stock.
So, I wonder if some of these same factors apply to pipe and tobacco B&Ms. Round my area, I have been pleased by the atmosphere, knowledge, convenience, and some experiences of shopping at our B&Ms. I can wait; I have enough tobacco and sufficient pipes for the rest of my life. However, the availability, some prices, and some experiences have been problematic.
Are pipe and tobacco B&Ms in trouble and how much have they contributed to their own problems?