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New PC Shop - What do you want out of a shop?

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May 7, 2013 12:50:43 PM

Hi Guys (and gals),

Hoping you can help - I'll be opening a retail shop on the high street. It's a difficult period to open a shop in, but I'm a firm believer that if the business is good then it will survive and prosper.

Part of this is knowing what your customers want. So I put it to you, what do you expect from a small local computer shop, what are the staple things they should stock and what would be your "wish-list"?

So far I have:
Budget through to medium spec peripherals - high end stuff would tie up too much startup capital.

HDD's, Optical drives & PSU's etc the sort of thing you need NOW when you burn it out during a heavy gaming session.

Demo area with low to high end systems - all with the latest games installed for people to try out. I will charge tourists (busy tourist area) to check their emails and stuff.

WiFi and comfy sofa area. Round meeting table with 4 chairs. Can I charge for WiFi or should I use it as a tool to get customers through the door?

If you were running a computer shop - what extras would you have?

What turns you off of a retail shop (other than prices) and sends you off to the internet?

Many thanks for your time - I appreciate there are a lot of questions there, just shout out your thoughts if you can?

Thanks,

Dan ;-)

More about : shop shop

May 11, 2013 11:28:02 PM

You would have to do repairs because more people have problem systems than want to buy new ones. That means having staff to man the shop while you're out fixing things and that's extra expense. It isn't a good time to go into retail as you have noted but starting an online shop would be a good way to reach more people than the footfall you'd get in your chosen site. You don't say where you are and may not wish to but what is the location like?

If you're in an area like mine, the local town is Newport Pagnell and it has more either closed or charity shops than it deserves and a new business would almost certainly close after its first rent-free year ran out.

Good luck but as a one-man-band computer fixer, I could not live on what's left after paying for premises and that's why I work alone and from home. I hate to put a damper on ambition but the realities of the news any day of the week tells me it isn't a good idea to invest in retail.

May 12, 2013 7:13:39 AM

Saga Lout said:
You would have to do repairs because more people have problem systems than want to buy new ones. That means having staff to man the shop while you're out fixing things and that's extra expense. It isn't a good time to go into retail as you have noted but starting an online shop would be a good way to reach more people than the footfall you'd get in your chosen site. You don't say where you are and may not wish to but what is the location like?

If you're in an area like mine, the local town is Newport Pagnell and it has more either closed or charity shops than it deserves and a new business would almost certainly close after its first rent-free year ran out.

Good luck but as a one-man-band computer fixer, I could not live on what's left after paying for premises and that's why I work alone and from home. I hate to put a damper on ambition but the realities of the news any day of the week tells me it isn't a good idea to invest in retail.



Hi Saga,

Thanks for your reply. I genuinely value your response because I think it's always good to have someone remind you that it's not going to be easy and there is a chance of failure etc etc.

The town I'm opening in already has two computer shops, and a very high tourist throughput. I am a computer engineer for one of the shops in town already, but they are about to be under new management and also a change of premises, neither of which sit well with me.

Both shops have a terrible reputation for customer service, I personally often get comments like "this was the last time I was going to use **** and thank god you work there" or "we only come to **** because you're there" One is also very poorly named and gives no hint in the name or on the outside of the shop what it actually does, everyone in town really knows them for stationery supplies. Also, when I leave, they will have no ability to carry out anything but the most basic services

I would say I have a very in depth knowledge of the local area and customer demographic on the service side so have no concerns in that regard.

I know how to sell value keyboards to people who watch the pennies. What I'd like to know is what PC enthusiasts and gamers want from a computer shop. Some people have suggested to charge for coffee for people who want to use the free wifi. With a coffee shop next door that's not something I want to do really.
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May 12, 2013 1:02:34 PM

As a consumer I think a demo area and sofas and coffee sounds like a really good way of getting people through the door. I think you would be better off using mid to high end systems as demo PCs as they are more likely to impress people enough to make them buy something. I should stress I know sod all about buisness though.
May 18, 2013 5:58:35 AM

Customer Service is the top priority.

One thing that most IT folks lack is people and social skills. Sorry but they do, not all but a lot.

I run my own IT consultancy and repair business. Been going 4 years now. But before that I spent 18 years working for a large insurance company. I started off as a post boy, filing clerk and then worked my way through. Part of that was working as a motor claims handler. There you really learn customer service and how to handle distressed customers.

It's the little things that count.

Empathy. Show interest in the customers problem.

A willingness to help.

Smile and look the customer in the eye. Give a firm handshake not offer a slimy tentacle. Yes it's common sense but so many forget.

The ability to keep the customer informed at all times. Most customers don't mind if there is going to be a delay as long as they are told.

The ability to keep good turn around on jobs. Don't let a customer wait 3 months to get a laptop screen fixed. I don't like to hold customers kit for more than three days if I can help it.

The ability to admit to mistakes (we all make them occasionally) and then sort them out ASAP. Customers really like that. They don't like excuses.

The ability to admit you don't know and give the customer the choice of either letting them give you the time to research it or find someone else who can. Most customers will let you find out if they like you.

If you can do 105% for the customer for no extra cost and little effort then do it. They will appreciate it and refer you to others.

It's all about becoming the trusted partner. They will come back time and time if they like you and trust you.

It's always better to do 4 jobs for a customer at £60 a go, than one at £120 and never hear from them again.

Oh and one last point that I see with many Computer shops.......be open when you say you will be open!

It's all about reputation and attitude. Create a list of rules and standards you want to keep to as a company and paste it up where you can see it.

I also would not go crazy on initial expenditure. Leave the comfy sofas etc. till you've been going a few years. Customers like good prices rather than having to subsidise your premises costs. Maybe just be able to offer a nice cup of coffee or tea at first.

You don't have to go crazy. Being welcoming and friendly yourself is often more than enough.

Very few people buy expensive PCs anymore especially custom built gaming ones. I sell/build maybe three a year. Cheap laptops and standard dual core work PCs are the norm. Not very exciting but that's what most folks want. How many gaming PCs will you have to sell a month to pay for your overheads? The figures are scary.

I work from home.
!