Working in a vacuum sales and service store.

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lelvacman91

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Joined
Feb 9, 2019
Messages
6
Location
ARLINGTON
Have any of you owned or worked in a vacuum store? My greatest dream is to own my own store but I know I would be happy working in a vacuum sales and service store. Did you have previous training or need any kind of background besides being collectors or tinkerers? Is it financially stable? I imagine a good day involves steady business and some sales thrown in. Aside from those things, what might lead to a bad day? I like the idea of fixing different machines, giving them their "makeovers", and assisting people in finding a vacuum that best fits their needs. I would just like some input from people who might have first hand experience. I look forward to hearing from you all.


Leland
 
Spent the better part of a year in a Store. Not a shop, mind you. The owner wouldnt let me do quality repairs, just clean machines and sell them.

I have been doing sales, service, parts, and full restorations out of my basement for about 11 years this summer. I am mainly self taught, but plenty of more experienced folks helped me along the way.
 
I don't *know* but I'd imagine it's a hard business to keep viable in current year. I mean you can literally buy anything you want on ebay or amazon. You'd have to sell products at internet prices while paying brick-n-mortar store overheads. Not to say it's impossible.

If I had to guess, I'd say you could make it viable by branching out to do repair on lots of small appliances, sewing machines are a common thing for vac shops to do. Imagine adding repairs for other high priced (not disposable) appliances like fancy coffee makers and such. That, and specializing in selling *used* high price vacs, would probably also help. It's not exactly easy to buy a used high price vac, for most people, so I'd imagine a shop with a decent stock of refurbished units would do well.

In a nice neighborhood. Cuz people without money aren't going to buy $500 vacuum cleaners.
 
I owned my own vacuum store for almost a quarter of a century before selling it to one of my best friends (while I made a huge mistake). If I could go back in time ten years, I would have NEVER sold it. Hindsight is 20/20.

Not only does the average person not know how to fix a vacuum, most don't even care what was wrong with it. They just want it to work. The average person might be able to order a new cord on-line but they won't know where the hidden screws are to open the thing up, they won't have crimp nuts for the new cord, and won't have the correct tools. That's why vac shops can stay in business today.

People still buy Kirby, Rainbow, Aerus, Filter Queen, etc. All need repairs and parts since they were so expensive. Sure, people don't fix Bissells, but they do fix Dysons.

A smart person who is good with his hands, and a fast thinker as well, can make a success out of a vac shop today. I'm going to give it another go here soon. Why make the money for someone else, working for them, when you can have all the money for yourself?
 
The obstacle today as Madman already pointed out, is that a lot of vacuums are now bought through Amazon, and since its popularity grew I've noticed an upswing in the amount of warranty repairs on machines purchased through Amazon. I had a customer with a Miele whom she bought through Amazon and she flat out told me "I would rather buy a vacuum through a finger swipe than come to a place like you." So of course I mused "what the hell are you doing here now?" And she replied "well you're a warranty station, right?" I think of that movie "Clerks" - just because we serve you, doesn't mean we like you....
 
Hershel

My response to that would be " I don't have to warranty something that has been bought online due to the unknown condition of the item previously". I work for a rainbow distributor as a service tech, and I do in home demos and in the demo I make it very well aware to the customer that if they buy online I cannot warranty a machine. About a year and a half ago I went into a home for a service call, turned it into a demo and almost a sale. The Rainbow was an E2 gold 1st edition, the customer stated that they bought it about 3 years ago new from a local distributor. Not wanting to argue I diagnosed the machine as it needed a computer and some service to the power head. Now keep in mind that there is one distributor in my area and that is our office, the machine had some internal damage to the board and was also clearly repaired by another person who managed to write ebay on the controller housing. when I went back to the house after servicing the machine to return it and the guy asked if it was still under warranty. my response was that the machine was made in 2003, he came back with he bought it new 3 years ago. I then asked him who he bought it from and he said us. I showed him the serial number explained the year and quarter and then asked him if he bought it online. he responded he bought it on ebay. why someone would lie about something so stupid is beyond me. I handed him the $367 bill, he put it on his card and that was that. moral to the story is, if it is bought online regardless of age I will not warranty it.
 
I understand not providing warranty service for online purchases (which is good that you get to choose if you do or not) but I would assume the company would reimburse you for warranty repairs, even if it was bought online, right?
 
It also depends on the company. We're obligated by license agreement to replace parts under warranty through Miele REGARDLESS of where the vacuum was purchased IF the manufacturing date code is within the warranty period which unfortunately it was. She would've been just the type of nebbish to contact Miele customer service and report our dealership if I didn't help her out. Even if we get reimbursed for processing the warranty claim Amazon got the bulk majority of the profit in the sale. All we get are crumbs from the feast....
 
Hershel

You have a point, but your complaint should be with the manufacturer, Miele, & their policies you agreed to in the contract your company entered with them. You can't blame a consumer for purchasing a product, the manufacturer & retailer makes their profit, the consumer uses the product & it breaks because of manufacturing defects or poor quality, & all the customer wants is their product fixed under the warranty they entered into with the manufacturer. You have a legal obligation you entered into under that contractual agreement with the manufacturer - You are, essentially, the manufacturer's local representative, & as such you are responsible for enforcing their policies & honoring their warranties EXACTLY AS WRITTEN, & being compensated for work performed as you contractually agreed to. You have ZERO excuse to discriminate against a consumer merely because they chose to purchase their product elsewhere & not make your company a profit. Miele isn't the only company with these policies - Dyson's warranty policies are nearly identical - and if you didn't like those policies, there are other vacuum brands your company could have chosen to carry. This is one reason why certain manufacturers like Shark won't even bother dealing with vacuum shops to sell their product or provide warranty work & choose instead to deal with national retailers & do warranty work themselves, they know they can sell more product, do warranty work more cost efficiently & provide more satisfactory customer service with fewer complaints.

Mike - The only reason you are able to use the excuse to not warranty a vacuum sold online is because the manufacturer you represent is known to only sell their product thru in-home demonstations, & therefore you know the consumer is not the original owner & not entitled to the manufacturer's warranty. If the manufacturer's warranty to the original consumer states the warranty is transferable to the next owner, or the manufacturer sells their product by any other method, the question of whether a product was bought used becomes invalid. The only excuse you have at that point to not honor a manufacturer's warranty is if you suspect product abuse caused the machine to break down & not manufacturer's defects. The story of the experience you relate with that customer is yet another example of a company discriminating against a customer & refusing to provide warranty service merely because the customer made your competitor a profit & using policy to justify their discriminatory behaviour. Don't be surprised when that customer buys their next vacuum from your competitor based on the quality of service you provided & warns friends & family not to deal with your company based on their experience.

If vacuum shops are going to survive & exist in the future, they MUST reform their business practices. Consumers are getting sick & tired of vacuum shops that try to screw them over on repairs by overcharging or claiming that parts are unavailable only because they're being greedy & want to sell a new machine that makes them more profit. They are also growing weary of overpriced vacuums that are no better at cleaning performance than much cheaper brands, & very little improvement in quality - especially for the difference in selling price. This is the very reason why Shark is successful in today's marketplace - consumers get a vacuum that cleans well, & they deal directly with the manufacturer with much less headaches & hassle a local vacuum shop would put them thru.

Rob
 
Rob, have you never worked in retail? I mean, you're not wrong. Not in the least. But I'm gonna sympathize with the guys running the shops, even if they discriminate against customers, or to try and turn a profit in these incredibly competitive times. Because I know from experience that customers can be really terrible people.

And I don't think service industry workers should be ashamed to talk about their situations with customers who did 'X,' because it'll let more people know that they shouldn't do 'X.'
 
MadMan

Yes, I have actually worked retail at a couple different times in my life.

Most consumers are good people, & have reasonable expectations. They expect to be treated fairly, honestly, & given good unbiased advice & customer service on products & services that best suit their needs. Very few people go into a business intending to be terrible, & those consumers with unrealistic expectations need to be dealt with properly. The issue is how ethically & fair consumers are treated these days, that's what I have a problem with. There are clear-cut RIGHT & WRONG ways to do business. What arises in many companies is greedy shop owners, trying to make a living, start thinking only about what suits THEIR needs, not what is best for the customer's needs, & how to increase their profit margins. The vacuum repair industry has the reputation of being full of scam artists for good reason. They will try to deceive & scam customers by misrepresenting the products they sell, or not honoring warranties & charge customers for repair work that should have been covered & make lame excuses. Or, they will oversell repairs that aren't needed.

The foundation of any successful company is good customer service. If you expect a customer to buy a product or service from your company, you need to offer good customer service. There is ZERO excuse for discriminating against a customer just because they chose to make their competitor profit from the product they bought if they require warranty service down the road. A consumer requiring warranty service for a product bought from a competitor needs to be demonstrated excellent customer service & the company must comply with a manufacturer's policies if they expect a satisfied customer that is willing to return to conduct more business in the future. Trust & good customer service is what satisfies a customer & makes them want to return. When a new customer to that company comes in seeking a new product or service for their home, that company needs to demonstrate value & trust in the product or service they sell to a consumer - the way to do that is thru treating them fairly & providing excellent customer service. That instills confidence in a consumer's mind, & demonstrates to them they are worthy of conducting business with them. Treat them right the first time, & they will reward that company with repeat business. Consumers have far more choices now than ever before, thanks to the Internet & online retailers, & if you treat them poorly, don't be surprised when they turn to your competition, whether local or a online retailer, & more importantly advise their friends about the experience & warn them to avoid that company. Many companies have been destroyed by one too many bad customer experiences, & the consumer spreads that experience by word of mouth.

As far as service industry workers sharing experiences about bad customer experiences so their counterparts learn how to properly deal with customers, I totally agree with that. HOWEVER, if they are really sharing their experiences & teaching their counterparts on how to discriminate against or scam their customers, that I have a problem with. Consumers will go back & educate their friends & family after a bad experience about who NOT to deal with, & what to do when put in a identical situation. It's going to get to be a very interesting war between consumers & companies trying to make a profit in the years ahead, the online retailers are forcing change many companies aren't going to like & equal the playing field between consumers looking for fair, honest service & companies that feel the need to deceive & scam to make their living. Those companies that pull those tactics will quickly find themselves OUT of business.

Rob
 
discriminate?

please reread the comment I posted Robert, there was no discrimination against the " Ebay customer" the machine was 14 years old. We DO NOT discriminate nor do we tell a customer something is wrong when it isn't. I have a very reputable service record with my office and happen to service rainbows from all over the country. Actually people have their machines shipped here to NY because they feel that we offer better, reliable and TRUTHFUL service and outstanding customer service than their own area distributor.

you say you have worked in retail before and by the sounds of it you know an awful lot about customer service... What do you do for a living now?

As far as customer service goes, not only am I an independent contractor for my distributor but I also own and am partnered with a very successful entertainment and event business. I would like to add that if my level of customer service was horrible I don't think i'd still be in business after 10 years of reliable service and my distributor who and his family has been in the rainbow business and same location since the 40s.

thanks for your input Robert darling but discrimination and myself do not fit in the same category. Have we warranted machines before that were not purchased from us? yes we have, but only because it was bought from another distributor about 2 hours away who was looking to make an exuberant amount off of a warranty repair and we decided to make it right. Last thing is that I do not charge for a warranty repair. if the machine comes in for a warranty repair and is disgusting we give a quote for the cleaning and ask if the customer would like it done, if they don't, i usually fix the issue and give it a quick wipe down and back off to the customer it goes.
 
Mike

I did read your comments about your interaction with that customer. Isn't it rather convenient that only now in your reply to me that you make the age of the vacuum being serviced as yet another excuse for your treatment of them. You DID discriminate against that customer, & your own actions prove it. You stated yourself you went on a service call that you tried to turn into a demonstration & sell a new vacuum. When the customer made it clear they already owned the same product & they had contacted you in need of repairs & service, you had the opportunity to question the customer on how they purchased the product, request proof of purchase & inform them of the manufacturer's policy on vacuums obtained from unauthorized sources, such as Ebay, & vacuums purchased secondhand or inherited. Instead of doing that & allowing the customer to make a educated decision before taking the vacuum for repair, you instead repaired the vacuum & formulated a plan to discriminate against the customer & convince them to pay & make you a profit. You were NOT truthful in your interactions with that customer, nor did you have their best interests at heart. The character of you & the owner of your company are also questionable since you represent a manufacturer with such policies, like how they encourage distributors not to give demonstrations to potential buyers who don't own their own residence.

I also find it ironic you take credit for a successful sales career when the REAL credit should be given to your boss & your own family. Here you boast of 10 years of sales success, yet NOT ONE TIME in your reply to me do you give credit to the people who have guided you for teaching you the morals & values you use today to be successful. Your boss is the one here who is TRULY successful - if he wasn't a self-made man who built his business from the ground up, you would not have been given the opportunities to learn, be successful in your sales career, & then take those lessons to found a successful DJ business. Maybe next time you boast of your success, you should learn to be grateful & give credit to people who guided you, shaped you from a little boy into a man, & who deserve to be recognized & appreciated for their efforts.

As for your questioning where I learned about customer service & my career, I will be glad to inform you. For those who aren't aware of how I came to meet Mike Gravelin, a little background here: I first met Mike in 2010 when I first discovered & joined the vacuum collecting community here & on Facebook. Mike had just barely gotten to know me & then decided to end our friendship for his own personal reasons. Aside from one other brief, recent interaction, Mike Gravelin has never met me in person, & knows nothing about me other than what he has heard of from other collectors, read online or what I personally have told him in the past.

I overcame HUGE obstacles to achieve the success I have today. I was born into a family that was non-existent on both sides, & taken from my mother & father at a young age & had to go thru a foster home with alcoholic, abusive parents as well as putting up with their child who tried to bully me & make my life hell, & 2 group homes run by greedy, money hungry people who didn't give a damn about the welfare of the children in their care. I had to take care of & fend for myself. I obtained my full high school diploma, a first-rate education with exceptional grades & achieved 2 educational awards along the way, as well as a recommendation from one of my business course teachers for entrance to business college if I choose to pursue a future career in that field. My father hasn't been in my life since I was 5 years old, & overcame the loss of my mother when I was 21 years old. From 24 to 27, I endured & survived a abusive relationship with a partner who was physically, emotionally & mentally abusive. Within recent years, I paid off over $10,000 dollars worth of debt, built up substantial savings accounts & have a nice, comfortable home. Most other people would have just given up, declared bankruptcy & not take personal responsibility - this alone speaks volumes about my character.

As for my career & professional accomplishments, I have in the past when I was much younger worked for Zellers, a former discount department store chain in Canada, in a customer service role. I have also worked for Circle K Convenience Stores of Canada as a frontline worker in a local store providing direct customer service, & was successful in both positions. In addition, I have also refurbished & sold vacuums secondhand from my home, as well as provide repairs & given professional, unbiased advice that benefited my customers. I have plans in the future to open my own home-based business. I am currently employed as a team member of a small, independent Chinese restaurant that is VERY successful, & have been employed with the company for nearly 3 years. My boss founded this business 15 years ago & made it successful on his own, he did not just buy a name from a franchise & have to follow a rulebook on how to be successful, he made his OWN success! We have successfully competed against other restaurants in our town, to the point we have taken a large chunk of business from a franchise Chinese restaurant in our local area & have beaten the quality of their food & their pricing, & our business has exceptional Google reviews. I am proud of the business, my boss & his family, & proud to be part of a team that TRULY knows how to provide good customer service, competitive pricing & a friendly environment in which to enjoy a meal.

People who have known me since childhood never expected that I would be as successful as I am today. I am a true survivor, have been put thru hell, & beat all the odds against me. I am proud of my accomplishments & thankful for the people who gave me opportunities.

Mike Gravelin, you will NEVER be anywhere near as successful as I am! You are spoiled, & had your success handed to you. You also proved recently in the thread Compactc9guy posted seeking information about his Compact that you are a bully in how you treated Compactc9guy, Lesinutah & myself. You & Alex, Vacuumdevil, can't take the heat when someone stands up to online bullies, & you chose to attack in kind & disclose personal information that should have never been made public only to humiliate, belittle & justify your position! You are half the man that I am, & you will NEVER, EVER be anywhere near as successful as I have become! Maybe next time you will think & make sure you get to know the person you criticize & know their life story before you attack someone & bully them online, because you just had your ass handed to you :P .

Oh, and by the way, since you threatened to do this in your last attack on me, you're already blocked on Facebook. You're too negative & I won't associate myself with people of poor character & morals.

Rob
 
wow... rob, nobody asked for a life story. I ended our acquaintanceship for numerous reasons years ago and since you cannot message me personally and privately and have to make it public I take it you have nothing better to do but cause drama. Keep in mind I have NEVER had anything handed to me. I just like you had to work for it. I have success because of hard work. This conversation is over. I have reported you to Robert and hopefully it will be the last time since you can’t seem to do anything but cause drama.
Someone created a post, you added your 2 cents and I added mine. You don’t need to go and slander my name out of things you assume. You don’t know me as well as you think you do and for that matter you hardly know me at all so please keep my name out of your conversations.
 

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