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05/05/2009 04:29:06 PM · #1 |
Interesting article comparing the two differing business models, and why B&H rocks :)
//www.inc.com/magazine/20090501/why-circuit-city-failed-and-why-bh-thrives.html
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05/05/2009 04:48:47 PM · #2 |
Having recently made my first trip to the physical store (I had bought from them online before), I have to say that it is an amazing site watching that store function.
Keep up the good work, B&H. |
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05/05/2009 04:49:20 PM · #3 |
"The whole operation is a crazy Willy Wonka factory. If you want to check out a product that's not on display, a salesperson orders it by computer terminal from a vast stockroom in the basement. Moments later, as if by magic, the product arrives at the retail counter, via an elaborate system of conveyor belts and dumbwaiters. You can try out the gear, see if you like it, and, if you do, the salesperson puts it in a green plastic box and places it on another conveyor belt, which runs, above your head, to the pickup counter."
I want to buy stuff at the actual store just to see that... |
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05/05/2009 04:51:09 PM · #4 |
Originally posted by aliqui:
"The whole operation is a crazy Willy Wonka factory. If you want to check out a product that's not on display, a salesperson orders it by computer terminal from a vast stockroom in the basement. Moments later, as if by magic, the product arrives at the retail counter, via an elaborate system of conveyor belts and dumbwaiters. You can try out the gear, see if you like it, and, if you do, the salesperson puts it in a green plastic box and places it on another conveyor belt, which runs, above your head, to the pickup counter."
I want to buy stuff at the actual store just to see that... |
Yeah, when I first showed uo, I thought all those conveyor belts and whatnot were for show... |
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05/05/2009 06:49:34 PM · #5 |
| Best Buy. All the way. :) |
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05/05/2009 06:55:57 PM · #6 |
No wait, the BEST part about B&H is that if you're dissatisfied with B&H and rant about it on a website or forum Henry Posner will come to the rescue and offer to assist in straightening things out. (IIRC Adorama does this too now)
I saw a video of those conveyor belts on their website I think and now I want to go to NY just to visit the store!
<3 B&H so much (except when the 5D II was out of stock, sad times) |
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05/05/2009 07:02:17 PM · #7 |
Originally posted by bfox2:
No wait, the BEST part about B&H is that if you're dissatisfied with B&H and rant about it on a website or forum Henry Posner will come to the rescue and offer to assist in straightening things out. (IIRC Adorama does this too now)
I saw a video of those conveyor belts on their website I think and now I want to go to NY just to visit the store!
<3 B&H so much (except when the 5D II was out of stock, sad times) |
Henry seems to be truly helpful - Adorama gives a bunch of excuses and offers you a small gift card to placate you.
One day I'll set aside my huge dislike for NYC and venture down to the B&H store, just to see it in action. Of course I'll have to buy something while I'm there to test those conveyor belts!
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05/05/2009 07:24:27 PM · #8 |
I love the B&H store. But, I have only ever purchased one thing there, a bag. The place is such a sensory overload, I get flustered when I'm there and forget to look at the things I went in to look at.
The place is crawling with sales people. That's a good thing. It seems like there is one in every aisle. And I mean EVERY aisle. They don't just have one salesperson in the camera bag section. The camera bag section is about four rows of the store. Four sales people. It is amazing.
No wait. The best thing? The free Photoshop User magazines. Or is it the baskets of candy all around the store? I can't decide.
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05/05/2009 10:58:12 PM · #9 |
I've been happy with the few orders I've placed with B&H. What I can't believe, however, is that in that article the author praises their frequent closings as "amazing." Now, I'm sure it's nice for employees but honestly? I'm not Jewish and I don't have Jewish holidays memorized. Maybe I just have a strange urge to buy photography gear whenever Jewish holidays roll past, but it seems like the online store is always closed when I go peruse it, which I find aggravating. If the owners want to do this, that's fine, it's their prerogative, but I'm hesitant to consider it praiseworthy.
I'll likely never visit the store in person because the likelihood of me going to NYC is low, but if I did I'm sure it would be great customer service. Circuit City, on the other hand, was laughable. I think another important way to contrast the two is that B&H started out doing one thing very well. Circuit City started out doing many things in a mediocre fashion. B&H started with a crowd of consumers that are very finicky, so they had to do things well otherwise their niche of consumers would hate them. After they created a successful business model for that one niche, they simply needed to expand the same approach to other avenues. Circuit City, meanwhile, continued to dig its own grave by going in the opposite direction. |
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05/05/2009 11:05:17 PM · #10 |
For the selection alone, I'm B&H all the way. I don't want to be stuck buying the very tiny selection offered by Best Buy when what I really want is something else entirely simply for the sake of getting it "now". I'm more than willing to wait to get exactally what I want and B&H is the way that happens.
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05/06/2009 08:08:42 AM · #11 |
Originally posted by OdysseyF22:
.......Adorama gives a bunch of excuses and offers you a small gift card to placate you. |
If I have failed to resolve an issue you have had with Adorama, please contact me directly with the relevant order number. |
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05/06/2009 09:35:46 AM · #12 |
Originally posted by bfox2:
No wait, the BEST part about B&H is that if you're dissatisfied with B&H and rant about it on a website or forum Henry Posner will come to the rescue and offer to assist in straightening things out. (IIRC Adorama does this too now) |
Thank you. I'm blushing. FWIW, Adorama's Helen Oster is around too and a worthwhile contributor to any forum she frequents.
Originally posted by spiritualspatula:
I've been happy with the few orders I've placed with B&H. What I can't believe, however, is that in that article the author praises their frequent closings as "amazing." Now, I'm sure it's nice for employees but honestly? I'm not Jewish and I don't have Jewish holidays memorized. |
B&H's store and phone order depts are open Sunday through Friday and close Friday afternoons and all day Saturdays. Our other closings are listed on our site in our Holiday Schedule. We appreciate our schedule may be unfamiliar to some and an inconvenience to a few and take pains to ensure it's well publicized on our site, in all our print publications and in every magazine ad.
Message edited by author 2009-05-06 09:47:01.
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05/06/2009 09:48:43 AM · #13 |
| I advise any photographer to add B&H to thier list of must see places when they go to NYC. It's almost a religious experience. I went with a non photographer the last time and even he was impressed. |
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05/06/2009 10:01:39 AM · #14 |
Originally posted by henryp:
Originally posted by bfox2:
No wait, the BEST part about B&H is that if you're dissatisfied with B&H and rant about it on a website or forum Henry Posner will come to the rescue and offer to assist in straightening things out. (IIRC Adorama does this too now) |
Thank you. I'm blushing. FWIW, Adorama's Helen Oster is around too and a worthwhile contributor to any forum she frequents.
Originally posted by spiritualspatula:
I've been happy with the few orders I've placed with B&H. What I can't believe, however, is that in that article the author praises their frequent closings as "amazing." Now, I'm sure it's nice for employees but honestly? I'm not Jewish and I don't have Jewish holidays memorized. |
B&H's store and phone order depts are open Sunday through Friday and close Friday afternoons and all day Saturdays. Our other closings are listed on our site in our Holiday Schedule. We appreciate our schedule may be unfamiliar to some and an inconvenience to a few and take pains to ensure it's well publicized on our site, in all our print publications and in every magazine ad. |
Henry, while you are here... may I ask a question?
This week I received my usual very nice (and huge) catalog from B&H and as I always do, I tossed it in the garbage. I can find all of that info on your website, or call and ask if there is something I cannot find on the website. I don't have space to store everyone's catalogs, so they get pitched. Is there a way to save B&H this expense by opting out of receiving such an expensive catalog? I can't imagine how much money must be wasted by printing these books and mailing to people who think the way I do. |
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05/06/2009 10:06:02 AM · #15 |
Originally posted by idnic:
Originally posted by henryp:
Originally posted by bfox2:
No wait, the BEST part about B&H is that if you're dissatisfied with B&H and rant about it on a website or forum Henry Posner will come to the rescue and offer to assist in straightening things out. (IIRC Adorama does this too now) |
Thank you. I'm blushing. FWIW, Adorama's Helen Oster is around too and a worthwhile contributor to any forum she frequents.
Originally posted by spiritualspatula:
I've been happy with the few orders I've placed with B&H. What I can't believe, however, is that in that article the author praises their frequent closings as "amazing." Now, I'm sure it's nice for employees but honestly? I'm not Jewish and I don't have Jewish holidays memorized. |
B&H's store and phone order depts are open Sunday through Friday and close Friday afternoons and all day Saturdays. Our other closings are listed on our site in our Holiday Schedule. We appreciate our schedule may be unfamiliar to some and an inconvenience to a few and take pains to ensure it's well publicized on our site, in all our print publications and in every magazine ad. |
Henry, while you are here... may I ask a question?
This week I received my usual very nice (and huge) catalog from B&H and as I always do, I tossed it in the garbage. I can find all of that info on your website, or call and ask if there is something I cannot find on the website. I don't have space to store everyone's catalogs, so they get pitched. Is there a way to save B&H this expense by opting out of receiving such an expensive catalog? I can't imagine how much money must be wasted by printing these books and mailing to people who think the way I do. |
You can 'unsubscribe' from the catalog HERE |
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05/06/2009 10:45:25 AM · #16 |
Originally posted by bassbone:
Originally posted by idnic:
[quote=henryp] [quote=bfox2]
Henry, while you are here... may I ask a question?
This week I received my usual very nice (and huge) catalog from B&H and as I always do, I tossed it in the garbage. I can find all of that info on your website, or call and ask if there is something I cannot find on the website. I don't have space to store everyone's catalogs, so they get pitched. Is there a way to save B&H this expense by opting out of receiving such an expensive catalog? I can't imagine how much money must be wasted by printing these books and mailing to people who think the way I do. |
You can 'unsubscribe' from the catalog HERE |
Thanks for the link. I'd also urge anyone who doesn't want a catalog they're received or is done with it to recycle and not toss it in the garbage.
Message edited by author 2009-05-06 10:45:38.
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05/06/2009 11:19:19 AM · #17 |
| Thanks for the reminder, Cindi. I just got an unneeded catalog (because I use the website) in the mail the other day as well. Now I'm off the list! And I'll be sure to recycle mine, Henry. :) |
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05/06/2009 11:43:36 AM · #18 |
| Can I exchange my catalog for an online coupon worht $$ off my next purchase? |
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05/19/2009 07:37:08 AM · #19 |
Originally posted by henryp:
FWIW, Adorama's Helen Oster is around too and a worthwhile contributor to any forum she frequents.
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Thank you Henry - my turn to blush!
Sincerely
Helen Oster
Adorama Camera Customer Service Ambassador
helen.oster@adoramacamera.com
//www.adorama.com
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05/19/2009 09:19:48 AM · #20 |
This week I received my usual very nice (and huge) catalog from B&H and as I always do, I tossed it in the garbage. I can find all of that info on your website, or call and ask if there is something I cannot find on the website. ...[/quote]
Mine's resting on the back of the toilet 'till replaced by the next one. So, what do you read when you're sitting on the pot? |
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05/19/2009 09:59:02 AM · #21 |
B&H is awesome, they win nuff said
I love the store I am a like a little kid in a candy store there
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05/19/2009 10:02:15 AM · #22 |
Originally posted by idnic:
This week I received my usual very nice (and huge) catalog from B&H and as I always do, I tossed it in the garbage. I can find all of that info on your website... |
The one thing I like about the catalog is seeing "all the lenses available" listed in a table next to each other. I have the Canon and 3rd party lenses pages earmarked. Oh, and d56ranger makes a good point. =)
I've never been to the store, but B&H's website does completely rock - their search/sort/filter capabilities are excellent (one thing I've often had issues with at Adorama and other websites), they have literally everything (did I mention it was all easy to find?) and always at competitive prices, and the specs/reviews are great. |
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05/19/2009 03:03:37 PM · #23 |
Originally posted by henryp:
Originally posted by bfox2:
No wait, the BEST part about B&H is that if you're dissatisfied with B&H and rant about it on a website or forum Henry Posner will come to the rescue and offer to assist in straightening things out. (IIRC Adorama does this too now) |
Thank you. I'm blushing. FWIW, Adorama's Helen Oster is around too and a worthwhile contributor to any forum she frequents.
Originally posted by spiritualspatula:
I've been happy with the few orders I've placed with B&H. What I can't believe, however, is that in that article the author praises their frequent closings as "amazing." Now, I'm sure it's nice for employees but honestly? I'm not Jewish and I don't have Jewish holidays memorized. |
B&H's store and phone order depts are open Sunday through Friday and close Friday afternoons and all day Saturdays. Our other closings are listed on our site in our Holiday Schedule. We appreciate our schedule may be unfamiliar to some and an inconvenience to a few and take pains to ensure it's well publicized on our site, in all our print publications and in every magazine ad. |
 Henryp, I wasn't intending to take point with the business side of things. I think it's your prerogative to close the store whenever you want, and I think that's better for employee morale. I was just taking point with the article, which discussed the great service of B&H to its customers, praising the fact that they were closed on more holidays. This does not benefit the consumer at all, so to make a huge point about how great it is is rather contradictory to me- "B&H is closed more often" hardly strikes me as effective business plans when flouting the greatness of it. As I said, my orders from you have been filled promptly and with zero problems, so I think you do a great job from my experience, I was more just taking point with the author citing that as an outstanding element for consumers. If a store were closed for every conceivable holiday the world over, the employees would like it, but I think you'd be hard pressed to find consumers that appreciated it (taking this concept to the extreme). Also, your search is definitely superior to Adoramas. |
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05/20/2009 10:45:37 AM · #24 |
Originally posted by spiritualspatula:
Henryp, I wasn't intending to take point with the business side of things. I think it's your prerogative to close the store whenever you want, and I think that's better for employee morale. I was just taking point with the article, which discussed the great service of B&H to its customers, praising the fact that they were closed on more holidays. This does not benefit the consumer at all, so to make a huge point about how great it is is rather contradictory to me- "B&H is closed more often" hardly strikes me as effective business plans when flouting the greatness of it. As I said, my orders from you have been filled promptly and with zero problems, so I think you do a great job from my experience, I was more just taking point with the author citing that as an outstanding element for consumers. If a store were closed for every conceivable holiday the world over, the employees would like it, but I think you'd be hard pressed to find consumers that appreciated it (taking this concept to the extreme). Also, your search is definitely superior to Adoramas. |
IMO, it comes down to ethics.
The closings show me that the guys who run the store "put their money where their mouth is". They are more concerned about their religious ethics than profit (they know they lose some business by closing).
I've noticed that companies tend to treat their suppliers, customers and employees in a very similar manner. Good companies treat customers, employees and suppliers well, bad ones treat the suppliers, customers and employees badly. Its the company "ethos". If they wern't true to themselves, would the owners of B&H treat their customers as well as they do?
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05/20/2009 09:48:54 PM · #25 |
Originally posted by hankk:
Originally posted by spiritualspatula:
Henryp, I wasn't intending to take point with the business side of things. I think it's your prerogative to close the store whenever you want, and I think that's better for employee morale. I was just taking point with the article, which discussed the great service of B&H to its customers, praising the fact that they were closed on more holidays. This does not benefit the consumer at all, so to make a huge point about how great it is is rather contradictory to me- "B&H is closed more often" hardly strikes me as effective business plans when flouting the greatness of it. As I said, my orders from you have been filled promptly and with zero problems, so I think you do a great job from my experience, I was more just taking point with the author citing that as an outstanding element for consumers. If a store were closed for every conceivable holiday the world over, the employees would like it, but I think you'd be hard pressed to find consumers that appreciated it (taking this concept to the extreme). Also, your search is definitely superior to Adoramas. |
IMO, it comes down to ethics.
The closings show me that the guys who run the store "put their money where their mouth is". They are more concerned about their religious ethics than profit (they know they lose some business by closing).
I've noticed that companies tend to treat their suppliers, customers and employees in a very similar manner. Good companies treat customers, employees and suppliers well, bad ones treat the suppliers, customers and employees badly. Its the company "ethos". If they wern't true to themselves, would the owners of B&H treat their customers as well as they do? |
I agree with you, and I think that companies that treat their employees well have employees that treat customers well. I just have a hard time saying, as the article states, that it is "the most amazing thing" about B&H. If you're comparing why one company succeeds and one fails, and one provides incredible customer service and one sucks, I'd say that is the crucial part. |
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