I was visiting Sarasota with my family, about an hour away from home, and as someone who frequents…read moreSt. Armands Circle often, I always make it a point to support local cigar shops whenever I'm in town. I've spent money at several tobacconists throughout Florida - from Tampa spots like Ybor Cigar shops, Cigar International, Grand Cathedral Cigars, and Cigar Paradise, to shops in other cities as well. One thing that has always stood out in cigar culture is hospitality. Most tobacconists are knowledgeable, welcoming, conversational, and appreciative of your business.
Unfortunately, that was the complete opposite experience here.
The moment my wife and I walked in, I greeted the older white-haired gentleman behind the counter with a polite, "Hello sir, how are you?" He looked directly at me and said absolutely nothing back. No greeting. No acknowledgment. Nothing.
A moment later, he came out from behind the desk to assist a Caucasian couple in the store. After helping them, he returned behind the counter while my wife and I continued browsing the humidor and shelves. Not once did he ask if we needed help, offer recommendations, explain inventory, or attempt to engage in any type of customer service.
I eventually asked him if they carried a specific cigar brand. He walked over to one shelf, glanced for a few seconds, then said, "No, never mind, I thought we did," and immediately walked back behind the counter. That was the extent of the interaction.
What made the experience worse was how uncomfortable the atmosphere became afterward. Instead of helping or interacting like every other cigar shop I've visited, he sat behind the desk with his glasses lowered on the bridge of his nose and stared at me the entire time like I was there to steal cigars rather than buy them.
Anyone who knows cigar smokers knows we're usually there to relax, browse, ask questions, and spend money. Every time I walk into a cigar shop, I typically spend anywhere from $60-$100 minimum. I fully intended on purchasing cigars here regardless of pricing because I believe in supporting local businesses.
But the energy in this place felt so unwelcoming and uncomfortable that I decided to leave.
As I walked out, I still remained respectful and said, "Thank you sir, have a good day." Again -- no response. Completely ignored.
The moment we got outside, my wife immediately said, "Thank God you left. We're not going back in there, right?" I asked her why she felt that way, and she replied, "He literally watched your every move the entire time. He didn't even try to help you. He saw you looking through empty shelves for cigars and didn't offer to check inventory or ask if you needed assistance. He just stared at you. It was uncomfortable."
That confirmed I wasn't imagining the experience. My wife is usually the optimistic one who gives people the benefit of the doubt, so for her to notice it immediately said everything.
After leaving there, we went over to Cigar Paradise nearby, and the difference was night and day. We were immediately greeted by a wonderful woman who was friendly, conversational, welcoming, and genuinely appreciative of our business. She even gave my wife coffee recommendations and made her an iced coffee while I browsed the humidor. Because of how well we were treated, I happily spent 2-3x more than I normally would on the exact same cigars.
That's the difference customer service makes.
You can have the best inventory in the world, but if customers feel ignored, profiled, uncomfortable, or unwelcome, they're simply going to spend their money elsewhere.
Would not return.
