Nice thread. I just finished getting all newbie-educated and in an obsessive high-energy curve bought a couple of kayaks. As a reseller of used Subarus in a one-person business, I try to be completely transparent with my potential customers, and expect them to be with me, especially after I flood them with lots of info, and very carefully listen to their needs, fit them properly in adjustable seats, etc. Said attention, in addition to my technical product condition, has resulted in a business that's not 80-90% repeat and referral. Fine....
Knowing that discounted gear exists from paddling shops on-line, I approacjh local vendors to demo boats and learn from them FULLY EXPLAINING to them that there are 20% off deals everywhere...but that I don't necessarily expect them to meet those discounts. It's just part of the discussion to help refine realistic prices and decide which product level to aim at. The good dealers (and it's amazing to note that the kayak dealers I've met are really a VERY fine group of devotees, like some specialty audio dealers) seemed more interested in ensuring that I find the right boat, after carefully listening to my naively expressed needs, (lack of) knowledge, and desires. In one case a seller spent an hour with me in driving rain holding a pair of boats so I could compare them. So I picked one, as well a few items of clothing, and an expensive paddle. (I quickly outgrew the boat (sigh), but my daughter LOVES it. I'm lucky.)
I then paddled a dozen boats across several dealer-sponsored "demo-days", settling on a small dealer's offerings. I discovered a used high-end Kevlar kayak they had consigned, and scarily wobbled my way around in it. After several short attemps over a week I decided to trust this dealer and made the leap, spending nearly twice as much, but on $3k+ kayak. He assured me that I wouldn't outgrow the boat for several years at least, etc. If it hadn't been for all the careful handholding I wouldn't have been able to take advantage of such an opportunity, and would have bought another "intermediate step" boat, to be perhaps quickly outgrown.
All along, the dealer knew he would have to nearly match on-line offerings from other shops around the country, but simply persisted in working with me to meet my as-yet-unknown-to-me REAL needs! That's the greatness of personal care. I personally experience this weekly when I watch a smile start to crease the face of a naive Toyota or Honda owner as I teach them to push an AWD Subaru with a bit of throttle-steer through serpentine roads. The assuredness and enpowering feel is addictive, and a long marriage is set. I of course know that my prospective customers have other options, especially given the temptations of low-interest financing of new cars, etc., but attention to detail in thorough product preparation and carefully meeting customers' expressed AND anticipated needs rewards both parties with success. Relationships are built on trust and transparency. Cheers.
