The Northern California Fly Fishing Board

Let me know what you thoughts are on Orvis. I am Building a case study for school and I fuguired I might as
well make applicable to my job. I need honest answers.

I had a long thread (a couple actually) on the old board from interaction I had with Orvis corporate, Orvis San Francisco and Orvis Reno. It is very detailed and would probably be of assistance to you. I am not too familiar with the new format but am sure if you cannot find it Greg will help you out. I believe I made the posts in August or September.

Jeff

I read those and actually comented on them when they happened. I glad that you made good on those waders!!!
George

George,
I will tell you now that I have used the waders 6-8 times I am extremely happy with the quality, features and comfort. Obviously I cannot speak to thier durability in terms of how long the will last, but I can tell you they are the nicest pair of breathables I have ever owned. The upgraded features are fantastic and I am very happy with the product and what Orvis SF & Reno did for me.

Jeff

The Orvis in SF is starting to get better. For a while they never had any flies, but thats getting better, and then after Micah quit there weren't many people that knew much about fishing. The old guy there is nice, but he doesnt really get out there and fish that much.

For the most part I think of Orvis as a clothing store. It will be hard for Orvis to compete since there is another fly shop around the corner. I only head into Orvis if Leland's is out of something.

Random ... looks like we're neighbors ... I am on Cole between Oak and Page.

grevel wrote:
Let me know what you thoughts are on Orvis. I am Building a case study for school.

George,

Orvis (independent of whether you like their products or not) is THE CASE STUDY for "customer satisfaction".

And in their market, customer satisfaction translates to repeat customers and $1000s of dollars of business per customer.

It's a GREAT business case.

You can sell crap and be successful with this model. Orvis stuff, in my opinion, is pretty darn good, and pretty pricey. But if I don't like it...

Orvis is about customer service. I went into the Reno Orvis shop to pick up a dog bed for Sammie my golden who had recently been diagnosed with cancer. I dealt with Lance Rava the store manager. They didn't have the bed I was looking for so Lance located one for me and had it shipped next day air with no shipping charge to me. And I'll be god-damned if it didn't arrive the very next day.

I've dealt with Lance before and I've got to say if it's humanely possible Lance will make it happen. My hats off to Orvis - they value their customers.

Pete

Here is my experience with Orvis. I walked into the Orvis shop in Jackson, Wyoming, intending to buy a new rod for my birthday. I had been camping for a couple of weeks, and I was dressed in field clothes. I was completely and utterly snubbed and ignored, even as I picked up rods and looked around for help. People who were well-dressed were being helped immediately right in front of me. It was like I was invisible. I haven't been back to an Orvis shop since, and I do not own an Orvis rod. I haven't bought any Orvis gear since.

Dawn

Dear George,
I may be prejudiced because I worked for Orvis SF 20 years ago. It was all about customer satisfaction then, and so it seems to be today. Some of the people who walked into the Maiden Lane store--it would've been easy to oversell them. But you resist the urge, because those guys weren't dummies. You sell them only the $5 zinger they wanted, sooner or later they'll be back for the $400 rod. And if someone was unhappy, you'd make it good, no questions asked. If someone wanted what wasn't in stock, you'd get on the horn and find that item, and have it shipped. We never quibbled about the pennies because the dollars just kept on rolling in.

Twenty years ago you used to be able to buy an Orvis rod in kit form. I saved my wages and did just that, bought several as kits. My favorite rod then and now, is a 905 Western (I don't think they make 'em anymore). Well, last year the little cap on the butt (looks like a tack) fell off and was lost, as well as the little beveled spacer. After a couple of phone calls and an email with photos, someone spent an hour or two in the rod shop in Manchester, looking for these parts for a rod that's no longer being made. They found it and sold it to me for shipping only. Within a week. Now THAT'S service.

I think the Orvis story is also about quality. Look around and tell me how many 20, 30, 40 year old CFO reels are still in service. My CFO is 20 years old, and aside from a few dings, which haven't affected performance, is still going strong. Same with my vest. I've even got a few ancient zingers I can't seem to break. They were the cheapest thing Orvis had, hell, we used to give 'em away, and they were of high quality.

I suppose the only complaint I ever had about Orvis were some of the customers who'd come in the store and treat the employees like servants. But heck, these were people who actually HAD servants.

Anglerboy

Nice, i have a fishing neighbor!! you should come in the sf store and see me, or stop by I dont have too many fishing buddies in the city. I am currently working in the Orvis store in sf. What do you mean we dont know what we are talking about...hahha jk No offense takin my guess is you havent been in since I have started. come in on any day but monday or wednesday and have a sit down. I would love to hear your thoughts about our current products. Give me a call 5302093108.

I am very sorry to hear that. I noticed some sales associates who would do that. Long story short they arent working for us anymore. I have actually talked to a legitimate crackhead for twenty minutes about what fly fishing is. hahahha any I am very sorry to hear about this.. how long ago was this. All my info will be submitted to corprate in a report form. Keep it coming I promise I can handle it!!!!!
George

Just like any company. Orvis Has very cheap, moderatly priced, and high end products. This Case Study is for a Quantitative Business Analysis/Marketing class. I have been putting together spreadsheets full of numbers and ultimatly ranking Orvis "sucess" on the west coast. I could have done a fictitous case study but for me this is much more interesting.
ps if any would like to hire upon my graduation that would be awesome...... hahhaha