How not to provide customer service/Humboldt style

Well, Friday morning was a super day out on Humboldt bay. Sun was out, water was flat and I was enjoying drifting around some anchovies in search of a halibut.
No takers.
On the paddle back in I decided to stop at the local kayak rental spot at Woodly marina (Humboats).  I have been looking for a boat in the 13 foot class and they mostly have Malibu's so I pulled up to see if they had an X-13 I could rent for half an hour.
Yes, they had a small class going on the dock and I pulled up on the other side of the building where another employee was laying out stuff for the day so as not to disturb the class.
I got a really rude tone of "Can I help you' I was taken back a bit that he set such a rude tone.  When I asked if they had a X-13 to rent he said "No, not anymore I am not a fan" I asked why and he said the X factor is better. I told him I did not want a boat that big. That seemed to piss him off a bit. He said "That "thing" your in was made for Southern California and the X factor was designed for Northern Cal waters." "That's why you have to wear all that "stuff" because its a wet ride".
Well, OK, I was in my  T11 with a FJ, booties and a splash jacket.  My normal stuff.
I told him the gear was for swimming and not paddling. I told him you might want to teach that to your class and paddled off.
Seems every time I start considering a Malibu something weird happens.  T13 for me  now?
One thing is certain. I will never give any business to these people. Might not seem fair with one encounter but, that's how I feel about customer service.

That's pretty rude and no way to conduct business...

 

I don't know if you were talking to John "Hawk" or not, but he's an NCKA member and you can send him a message regarding your experience.. his handle is swellrider

Contact the shop owner, and contact Malibu Kayaks. Maybe that asswipe will get canned. There is no better way to learn that customer service is paramount than a little time on unemployment. F that.

On another note, go check out Hobies man!

I agree with shellback.   I love my ultra 4.7 but then after using saintofcircumstance's Revo, I get the Hoboe thing.  I would be pretty tired after paddling 6 hours in the ultra but felt normal after 5 hours in that Revo.  Could be a ultra 4.7 coming up for sale soon.  That 4.7 is a great big water boat just like the T-15.  The Ultra 4.7 paddles fast and straight.


Eric Morgan
Trident Ultra 4.7
Not the guy selling the Outback
Sent from my iPhone using Tapatalk

That's too bad, CrawFish.  Maybe give them a chance to redeem themselves before slamming them too hard.

I don't know if you were talking to John "Hawk" or not, but he's an NCKA member and you can send him a message regarding your experience.. his handle is swellrider

Good advice, Ben.  I sent Hawk a text about this, so hopefully he can chime in here.

Isn't Malibu kayaks also Socal bred?
Id give him a second chanxe, adter a good whipping

Peace & Blessings!

i had the same expierence at outdoor pro shop in oakland.me and a buddy walk in to the counter the guy standing there a chunky buzz cut prick goes what you want ab card or sturgeon.i was like wow i cant believe this guy.i dont know if we were asian or what but i dont go there.we just walk out and drove to big 5.so i tell everyone i know not to go there and to sp[read the word.they dont want my money thats fine.before that happeni went in and bought all the 3/4 white spro bucktail because the stripers were running so hard.there was about nine i took them all.but now i wont step foot in there.

" If it wern't for all these damn customers bothering me... I could get something done. "


 incompetence and crappy service, I dont put up with, well.

i had the same expierence at outdoor pro shop in oakland.me and a buddy walk in to the counter the guy standing there a chunky buzz cut prick goes what you want ab card or sturgeon.i was like wow i cant believe this guy.i dont know if we were asian or what but i dont go there.we just walk out and drove to big 5.so i tell everyone i know not to go there and to sp[read the word.they dont want my money thats fine.before that happeni went in and bought all the 3/4 white spro bucktail because the stripers were running so hard.there was about nine i took them all.but now i wont step foot in there.

That guy's givin me the cold shoulder before too, and i look like a good ol boy it sucks that you had that experience there, and got turned off, because that's far and away the best shop in the area.  All the other fellas that work there are friendly, helpful, and knowledgeable tho.  Plus they stock the good big hammers, bulk jig heads, and pretty much everything else.

This is Hawk, I'm the owner of Humboats Kayak adventures. I first want to extend an apology to crawfish. He's actually spot on. He paddled up during an ongoing class and i was not friendly or welcoming with what he wanted to talk about. I was a little short as I was too focused on my class. When you paddled off I thought to myself that I handled that wrong and hoped you'd come back and talk boats because I really do love that.
I should add however that I' don't sell anything, I'm not a malibu dealer, I have some of their boats in my fleet because I love the x-factor. It's totally a personal bias and i recognize that when i'm talking to other brother fishermen that I'll come off edgy against all other brands. It just a bias though please don't read anything into it. I'd paddle a bathtub if that's all there was. I'm all about getting into these tippy little floaty things and having incredible adventure. I'm much more of a kayaker than businessman but I appreciate folks like crawfish giving me a little razz because i assure i'll pull my head out my ass and be more friendly the next time a brother paddles up.
-Hawk

You say you like a little razz? Don't be an ass in the future might help you out.

Good luck with that.

well, this is awkward... lol.  I've been in customer service for the past 15 years... mattresses and home furnishings.  Let me start be explaining that mattresses are second only to tires on the list of things people hate to buy.  That hate often manifests itself as a distrust and dislike of mattress salesmen, from the moment a customer walks in.  It isn't easy being nice to everyone, when they refuse to extend you the same common courtesy.  I have to admit that I have lost my composure a couple of times over the years with a customer that has rubbed me the wrong way.  I'm not saying that is what happened here of course.  All I am saying is that you really should give a business at least two tries to get something right.  You never know if you are talking to the new guy, or a guy that is having trouble with his old lady, or a guy that just got ripped by his boss for something.  First impressions are important, but everyone makes a bad one from time to time.  These small local businesses are important to us hobbyists for without them where do we get our gear on short notice?  Outdoor pro shops is a perfect example.  First, the one here in Cotati is friggin awesome, they have stuff you sure as hell aren't going to by at Big 5.  Cabelas is great, but sometimes you need something now, not a few days from now.  Give local shops a chance to make things right, and be forgiving of a pissy salesman... you never know who is making their life miserable.  Don't be afraid to call them out on their bad behavior... if they are deserving of that second chance, they will jump at the opportunity to start fresh. 

I think when a dude apologizes on this site in front of everyone then it's done.

I think when a dude apologizes on this site in front of everyone then it's done.

I agree.