I love to support my local B&M as much as possible here in KC buying singles regularly and boxes at events, but the majority of my purchases are online. It can be a great time hanging out at the shop, but customer service can be hit or miss.
I know retail has high turnover and not everyone you hire is going to be an enthusiastic cigar encyclopedia. But I can't stress how, at least for me, an employee who honestly gives a crap and it shows is what brings me back. To be able to walk in, be greeted, get the lowdown on what's new and some bssic opinions is what inspires me to pay retail vs. online. The guy who grudgingly gets out of his seat in the lounge because he has to when none of the new clerks are available...he's the best advertisement Smallbatch is going to get in my world.
I know retail has high turnover and not everyone you hire is going to be an enthusiastic cigar encyclopedia. But I can't stress how, at least for me, an employee who honestly gives a crap and it shows is what brings me back. To be able to walk in, be greeted, get the lowdown on what's new and some bssic opinions is what inspires me to pay retail vs. online. The guy who grudgingly gets out of his seat in the lounge because he has to when none of the new clerks are available...he's the best advertisement Smallbatch is going to get in my world.