For a while just before Christmas a couple of years ago, the common description of the Isle of Man as ’80,000 people clinging to a rock in the Irish Sea’ couldn’t have seemed more real. Our only winter capable ferry managed to ingest some lobster pots cunningly set in the entrance to the harbour, destroying one of the bow thrusters essential for manoeuvring into the tight confines of her berths both here and in the UK. A period of windy and stormy conditions meant that several sailings were cancelled, the schedule went to the wall and running the Dive Centre during this time was a challenge. Customer orders couldn’t get through so there were a few ‘I ordered it in plenty of time, but it didn’t arrive yet’ apologies to some of the local divers on Christmas morning. But in general the poor weather meant there wasn’t much diving going on anyway however the security of supplies should actually be a worry for all divers. We see it as a challenge to arrange expeditions to remote locations, carrying with us tonnes of equipment, fuel and supplies to dive in some of the lesser known spots. The planning takes weeks if not months, and part of the satisfaction is diving knowing that you have overcome all the obstacles. But just think what your diving would be like if that was the level of organisation that you had to run to all the time.
It’s no secret that the current economic climate is hitting leisure industries hard, and that includes dive equipment manufacturers, retail operations, dive training schools and charter businesses. The whole sector has seen a contraction in spending, and those who depend on it for their living are working harder and longer than ever to keep going. I spent 2 hours last weekend advising a diver on kit, discussing the relative merits of different options, measuring him for a dry suit and painstakingly working out a competitive price for the choices. As I slaved over the pricelist and a calculator I saw the dreaded smart phone in his hand and watched in horror as he scanned the barcode and searched for an online price. Despite the time that I spent, the various configurations that I’d rigged for him to try and the detailed knowledge I provided, he ordered online whilst standing just outside the shop!
It’s a free market and of course he can choose where to buy from. Some of the big dealers can get much better trade rates than the small guys and rely on high volume of sales to make their money. However, a word of warning; if the kit was supplied by us, we would happily set it up, take him for an orientation to his new kit in the pool followed by a weight-check dive. Any warranty issues would rest squarely with us and if we couldn’t sort it out in our workshop, we would happily lend him replacement kit whilst we dealt with the returns process. These are all little things that we would do as we recognise that the commitment to buying dive kit is a big step, and a little guidance along the way can make a huge difference. How many new divers buy exactly what someone in their club, usually the loudest person in the bar, told them to get? And how many change their kit within two years?
With heavy hearts now we have had to introduce an admin charge to deal with warranty issues for which although we are a dealer but did not supply the item. If we didn’t make even a small amount of profit selling it, we can’t justify paying the postage to send it off to be repaired. And if the owner of new kit wants to try it out, then we will be charging him for the pool or open water sessions. So how much does the odd £20 that he saved really matter? Obviously to him that mattered a lot, but perhaps now he’s seen the value to the service we provide he’ll reconsider? The good news is that no-one has yet invented a way to download air via a USB cable, so we’ll be seeing him back in the store real soon. Have a think about the security of your supply chain for diving. Local Dive Stores have overheads and may cost a little more, but they will be around to supply your air, provide repairs at short notice, hire kit, give advice and support your purchases. Your diving activities would be infinitely more difficult if they disappeared.
Michelle has been scuba diving for over 20 years. These blogs are a sideways glance at the people and events that she encounters in the diving world.