Hearthlist Digest #101 - Thursday, January 22, 1998 Re: Hearthlist Digest #100 - 01/21/98 by Craig Issod <[email protected]> Re: Hearthlist Digest #100 - 01/21/98 by Rod Poplarchick <[email protected]> Re: Hearthlist Digest #100 - 01/21/98 by Grant Darrow <[email protected]>
(back) Subject: Re: Hearthlist Digest #100 - 01/21/98 From: Craig Issod <[email protected]> Date: Wed, 21 Jan 1998 22:53:21 -0400 > Restriction of Internet Trade > by <[email protected]> >I have recently had conversations with several of our manufacturers in both >Hearth and Casual that are taking a very restrictive approach towards >allowing the Internet to be used for the sale of their products. >Your comments and concerns are invited..... and what better audience to >express and listen can we get than HearthList members. So set up your >aliases and talk about it. It's a sign of maturity that we are having such a discussion, and we all have something to learn from this. This is a subject dear to my own heart...and I don't even need to hide behind an alias to give my feelings. I subscribe to the following tenants: 1. I do not want to piss off a manufacturer that I have a good relationship with, so I would not promote any product on the internet if the manufacturer was strongly against me doing so...heck, I'll just sell another product online instead of the "offended" manufacturer. Dealers who snub their noses at manufacturers wishes are just plain dumb (IMHO) 2. I agree with Ken in that the one or two "discount stove" sites on the net will not make a good and fair profit. Unless you are making 33-40 points in this business, you are just spinning your wheels...so, I let discounters sell all they want, confident that they are just losing ground and not knowing it. 3. In many cases, I can support a long distance sale as well or better than the local dealer...after all, many people shop long distance because they do not have the knowledge or expertise close by. Take a look at the dealer map of any major manufacturer...I saw the one on the wall in VC's showroom - BIG BIG holes in it..same with other makers. 4. It is not easy to make money on the Net...if any dealer takes advantage of internet sales, they have worked hard for the results...it is not as simple as just screaming "discount stove". Our shop does not aggressively pursue internet sales...that is, we do not "beat any price" and we have links on our site leading to HearthNet, etc so they can find local dealers. In addition, we answer most email inquiries with a "stock" reply that says we are not "el cheapo" stove company..and that they should deal local BUT, if they want to buy one, we will sell them....not many email back a second time. When I first put our shop on 2 1/2 years ago, we were the fireplace store on the internet...and received hundreds of qualified leads from all over the country. Seeing this, I had to make a decision - either go in the mail-order business big time, or start a venture such as HearthNet which would attempt to localize the business and spread it around. I chose the later, and am glad I did, although it is possible the former could have been more profitable.....but think of all the enemies I would have made! This is much more fun. As with any competitive edge, all of "us" who are in this medium early have made some extra $$$ and sales at the expense of some of our competition (both local and far away). Such is capitalism.... Business is War (not my saying, but does contain some truth). ------------------------------------------------------ Craig Issod HearthNet at http://www.hearth.com [email protected] Everything your Hearth Desires ------------------------------------------------------ Buddha says "avoid error" ------------------------------------------------------
(back) Subject: Re: Hearthlist Digest #100 - 01/21/98 From: "Rod Poplarchick" <[email protected]> Date: Wed, 21 Jan 1998 22:54:27 -0400 Re: Internet sales, I am against selling hearth products over the net to people not in our service area, our motto is by local. I get about 10 people a day filling out my form on my web page asking me for a price in info on a stove. Just above the form they filled out I have in Big bold letters http://www.surfus.com/ccs/info.html "Sales and Information <bold>We only sell our hearth products to consumers in our service area<italic>Eastern Madera and Mariposa Counties </italic></bold>SERVICE is what makes the sale, our #1 rule Please Read A hearth products, especially GAS and PELLET stoves need service from a qualified technician. <bold>Service is important to us and hopefully to you. The service you can get locally >from someone who knows the product is a greater value than getting a better price out of town. Even if you are a DO-IT YOUR-SELFER it is comforting to know that we are just a few miles away to answer any questions you my have Face to Face in our store or in your home.And wouldn't it feel good to know that you would be supporting the local economy and a neighbor! BUY LOCAL!!!! Find a hearth product dealer near " </bold> If I get a request for a price from Avalon I forward the request to Travis and they can send them a package to them. and so on for other Manufactures. I use the Net for people in my service area so they know I am here to serve them Like a newspaper or radio and they can pull up info about hearth products in the privacy their home. and then when they come in my store that are somewhat educated on what I have to offer. I do DISAGREE with the idea that we can't advertise on the net What next we cant run a Network TV ad because it covers 4 counties or that channel is aired on satellite all over the world?? There are Manufactures that have trier products listed on hundreds of Dealers web pages this is free Advertising to them are they crazy? I have sold a few Stoves this year to locals because I am on the net and they ran across our page by mistake, they told me they never new about pellet stove before they seen in on my page and bought 2 units. I dont think I would want to sell a product that the manufacture is not willing to keep up with the times. Rod Poplarchick Climate Control Systems http://www.surfus.com/ccs [email protected]
(back) Subject: Re: Hearthlist Digest #100 - 01/21/98 From: Grant Darrow <[email protected]> Date: Wed, 21 Jan 1998 22:55:55 -0400 If an adequate price is not charged over a net site because the true costs of >operation are not thought through.... problems will be ignored and customer >service will be the first to go........ there will always be failures and >discounters looking for a quick buck. Over the Internet or just down the >street there is always someone who can sell it cheaper rather than better. > This is a ripe subject. But is there really anything different in the market place? let me think...... Nope! Same stuff, different method. The majority of retail shops have operated this way for years. Warranties are between manufacturers and consumers. Service is something you sell as a retailer, just like 'goods'. The difference is, brain dead people can sell 'goods' so lots do and consumers buy, because in America price runs things and people vote with dollars. But more importantly, brain dead people can't sell service. Cripes I know retailers that will eat their young for a sale! My question is; Whats the difference between someone selling over the internet and a dealer selling a discounted stove to a consumer that walks into their shop, loads the stove on their truck and hauls the stove off to his new house 500 to a thousand miles away? This consumer is buying goods not service. Either way you look at it, sales like this are Gravy!!! The internet offers a networking thats going to weed out alot of dead wood, enities that offer little of no value to the product or the after sales needs. (Factory reps that don't correspond with me via e-mail are dead meat) The internet allows you to put a 10,000 square foot show room in cyberspace giving you 100% time to install and service. (Remember there are more installers and service people than there are retailers) Consumers that communicate and buy electronically take the time to write out their desires and respond to your written reply. Service is at their fingertips. Quite simply every aspect of the sale is spelled out and very personal.' Heres what I want, heres what you get....' the guy that shows up at your shop with a pick up is a different matter..right back to the manufacturer. willieweep last of the climbing sweeps 'Lucky I am, lucky thats me, lucky to touch, lucky to see' [email protected]