Okay, brace yourself. I'm on a soapbox. Just in time for your Black Friday holiday shopping spree.
Here's how a big box store (think, Walmart) works.
A big box brings in SO much merchandise that the makers of said merchandise give them a killer discount for their trillion units. In turn, they put it on the shelves, sell a hundred or so at full price and it's enough to cover their costs. Everything they make after this point is pure profit and they still have almost all of their trillion units left. In turn, they mark them half off, make a dollar on each and WOOHOO, have still managed to walk away with a trillion bucks. Because they sell so cheap, many of these stores (not all) could care less about customer service or knowledgeable sales staff. It's all about volume. Many of these stores hire anyone who can do the tasks of the job. Of course, they'd still like some employees with experience, but it's not the highest priority.
Here's how your local gear shop works. Being small, they can only afford maybe 20 units of the same item, which isn't enough to qualify for a discount from their vendor. They pay full wholesale price for the items. They can sell 3 or 4 at full price but it's not enough to cover their costs on the initial 20. So, when it's time for this shop to sell them at discount, they can't go lower than maybe a 10 or 20% discount without taking a significant loss on the items. You can only take so many losses on products before you're out of business. The people who work here usually go through extensive training, generally work harder for your business and are often the last hold out in a great customer experience. In addition, these people have probably hiked in the shoes your about to buy on the trail you're about to take, they have traveled to areas you plan to go, read books about the experiences you want to have. They know their stuff (most of the time). They will often even know your face, if not your name and want to hear about your adventure when you get back.
Here's an example (and also some information on buying technical shoes):
We’re all on a budget but if you’re going to spend a chunk of money on any piece of gear, it needs to be your footwear (and your pack). There are shortcuts for other things but take care of your feet! At the very least, get great insoles.
This is where a GOOD gear shop makes all the difference! They will take as much time as you need to find you the perfect shoe. It should be comfortable and you should be allowed to walk around the store for a while (I recommend 30-60 minutes. Seriously, build it in to your shopping). They will ask you if you feel hot spots (areas where your shoes rub). They will ask you to walk up hill and will often have a place for you to do it. They will watch you and be checking for heel slippage. They will ask you to STOMP downhill and make sure that your toes are not cramming. If you’re buying a serious leather boot, they will often put you in a loaded pack (30 lbs or so) and have you walk around in your boots, with the pack on. This is not the time to let impatience push you into the boot that looks the best. We used to tell people all of the time to ignore aesthetics (I’m talking to you, WOMEN) for quality and comfort.
A good gear shop will ask where you're taking your footwear and encourage you to try on every appropriate pair they have for comparison. Your sales person will have a pair of good socks (or bring your own) to try with the shoes. These items are a unit, don't try on a boot without the sock you plan to use with it. Finally, if you can't decide, a good gear shop may recommend that you to take the shoe home, walk around (inside only please) in it for a few hours and really get a feel for it. Don't like it? They'll have you bring it back and keep trying with other boots until you find the perfect fit.
See all of this customer service? It is part of what you pay for. Remember that when you are tempted to ask for discounts or price matching. Also, please remember this when you are really temped to bail on the store, with all of your new knowledge, to buy the same product online. This will really kill your local gear shop!
In customer service, managers need to know if an employee is not meeting a standard. It may not mean that person loses their job, it usually just gets them more training. You can also just ask to work with someone else in the store...it's really okay. We all had favorite customers and, in turn, customers that would come in looking for specific sales people. It was never offensive and actually proved to me that I had hired a great staff member!
As a final note: Never, EVER buy technical footwear online unless you know exactly what you're getting (which, I'll say again, should not be discovered by taking hours of an employees time at a gear shop. That's a kick to the gut of someone who just spent hours working with you).
This holiday season, please let your purchases work toward maintaining your local economy. It can be part of the gift you give to your family and friends.
Disclaimer: I have worked for both a big box and an independent outdoor equipment stores. I am not currently employed or compensated in any way by either of them. These are very honest opinions from my time in both places.
