talkmagic.co.uk

I've actually given up on Davenports altogether. Working in the centre of London I used to pop in from time to time. Unfortunatley on most occasions the service was little more than pitiful.
Almost every visit I took the item I wanted they didn't have which in itself isnt such a cardinal sin but the way it's dealt with is poor at best.

Me - Excuse me do you have (add product name here)?
store monkey - No
Me - Anything similar to (add product name here)?
Store monkey - Not really
Me - ok then.....bye then I suppose.

At international magic I've always been warmly greeted, shown new items and helped out when I've given them a vague idea of the kind of thing I'm looking for. I would expect this kind of treatment if I was a regular but it was like that the first time I stepped in there.

Can I shift this conversation to ....... Penguin, worst cutomer service EVER.
They've seen the last of my money.

Russ
www.smartmagic.co.uk

Of course, all this applies equally to non magic shops - the whole retail range in fact!

Sometimes it's good to be left to browse and can be very annoying if an over-eager assistant starts asking if they can help before you've even got a foot through the door. Having said that, it's also nice to know they value your potential custom and will suggest items or demo them if and when required. It's a difficult path to steer but ignoring customers in favour of chatting to mates or being monosyllabic in reply to genuine queries isn't the way do do things...... (and don't get me started about Post Offices..... )

Intereting point Mandrake makes... I suppose they are trying to walk a fine line and people that have been referred to as the workers 'mates' or 'friends' are probably no more than loyal customers who have found their place in the shop. In that sense the worker doesn't want to be rude and make them feel neglected. It's a difficult one - but I agree that monosybalic and cold answers a no no in any customer service situation.
Anyway, i was at the shop today and they are well aware of this thread both management and staff. I suppose it's just about waiting now that the problem's been identified to see if the staff are willing to put in a bit of extra effort. On the point that the workers want people 'out as quickly as possible' i was informed today that the Davenports are so keen NOT to have people leave the shop feeling neglected that they are considering opening an area adjoined to the shop where magicians are welcome to come and stay and discuss their hobby with fellow magicians - in the hope that this would build up some feeling of community. It pleased me to hear that because I would love a place where I can meet my magic friends and relax and from my understanding of the project, there is no direct financial gain for the shop - they just want to keep their customers and their patrons happy and more comfortable.

One of the cleverest things that the Browser's Den of Magic do in Toronto is have a card table in the shop where all the time wasters can sit and amuse themselves doing awful card tricks. It makes them feel welcome.

Of course this is a large shop and has the space to do it. However if Davenports can find an adjoining space this would be a very good idea and will draw lots of people.

It's a massive place behind the scenes, presumably for all the 'stock' they carry. They have the small stage/theatre beehind there too which they could stick an extra door on to make the space you're talking about for the card kids.

Russ
www.smartmagic.co.uk

Yeh sounds like a great idea doesn't it. But i think it will be geared towards all magicians, not just the card kids and finger flickers. Guess we'll just have to wait and see if they announce anything - hope it does happen.

Why don't you get the train to Bournemouth, & come to Mike Danata's Magic Studio?


Best Wishes

Mike

mark lewis wrote:One of the cleverest things that the Browser's Den of Magic do in Toronto is have a card table in the shop where all the time wasters can sit and amuse themselves doing awful card tricks.

Sounds like some gosh awful kiddiewinks' crèche!

Mandrake wrote:Sounds like some gosh awful kiddiewinks' crèche!

Or one of those man creche in female clothing shops they've been bandying around for a while!

Hi this is Mike Danata.

As a Magic Dealer, with an actual shop, I do find myself sympathising a little with Davenports. Sometimes it's very difficult to know, if a person enters the shop, with a desire to "Purchase" or just "Hang out". As much as a customer may feel "Ignored" by the person behind the counter, at times it's the other way round! (as people form little groups & start discussing the latest "Iddly Fiddly" move etc!) they can appear to be in their own little world, & often forget why they entered the shop in the first place! many a time I've been standing behind the counter WAITING to serve!

Luckily I have a much smaller premises, where the centre of the shop also has display stands & racks etc, as well as the outside glass cabinets. I have a very narrow entrance into the bulk of the shop, which you cannot enter, without coming face to face with me behind the counter, so you will be greeted upon arrival!

My aims are to serve my customers as quickly as possible, in case others arrive, & customers start to "Pile Up", this creates a situation where no one can move!! & its very uncomfortable.

I'm very "Aware" of people waiting to be served (particularly if they know what they want!) If I have several people in at the same time, I will always break conversation with someone, to check that time is not an important factor for someone else, who may have come in after the person that I am quite happy chatting with.

If my phone rings & I am busy with walk in customers, I will speed the person along on the other end of the phone, so as I can prioritise my time for my visiting customers (after all they have gone out of there way to visit me in person). My customers are VERY IMPORTANT to me, I am fully aware that they have a choice!

The Studio is a "Please Switch Your Mobile Off" area, I will give all my time to my customers, & HATE being put on "Hold" myself whilst a customer is using MY TIME, when I could be doing other things!! whilst they chat on their phone, plus if my phone rings, I can't hear the person the other end, & on one occasion, I got someones card details wrong, because of it! I sent the goods anyway, & they did get back to me with the correct number. I vowed however that this would not happen again!

I try to answer all emails immediately, & believe that I offer the very best customer service.

It is an absolute juggling act being a Magic Dealer.

It really isn't so easy, as you may think! trying to please "Every one all of the time"..........


Best Wishes

Mike

Mike,

I am sure that you do not automatically treat every new face in your establishment as a jerk to be ignored. There is the difference.

Bigtone I think that's a terribly obtuse comment to make - with reference to any shop, but especially towards one which obviously gives many of us pleasure.

Davenports at 25 New Oxford St. A big shop, packed with stock ranging from cheap jokes to illusions and Len Insull's fantastic vent dummies ( I have two!) on display on the top shelf, books, supplies (thread, wax, droppers, silks, pulls) and Gus Davenport behind the counter, always ready to demo a trick or two. A catalogue 1 1/2" thick. Saturday afternoons packed solid with pimply teenagers like me, then off to Harry Stanley's not far away and Will Goldston's to buy a brass-bound locked book of magical secrets. This was 1943. Say the magic word, "gilly gilly".

Magic dealers have a certain way with them. I well remember Harry Stanley sending a young man out of his studio with a flea in his ear after the poor chap had the impertinence to make a negative remark about Dai Vernon.

I remember Harry called him a "moron".

If I had a magic shop I would be as miserable as sin and insult all the customers. I would ask if they were buying or spying. I would snarl so much at everybody that they would come in droves to see a grumpy old man in action.

I really do believe it is a job requirement for anyone who sells fun never to have any. Proof of that is all over the world. All magic dealers are irascible and grumpy because of the daft customers they have to put up with. Even the seemingly friendly dealers are putting on an act. They deserve an oscar for best actor of the year.

I got the impression that dealers hate the professional magicians the worst of all. They come in bragging about how much work they are getting (as if the shop owner cares) and how wonderful they are. On top of that they never buy anything.

Amateurs are the best customers since they are magic nuts and will buy anything that comes out. They don't brag much because they have nothing to brag about.