A store just up the road from me had been in business for 20 years and serviced everything under the sun... Always had 50 lawn mowers outside, 50 more inside, every brand and age of saw, trimmer, blower, generator etc scattered around his shop, and piles of junkers everywhere... He did sell MTD and another major brand (can't remember) equipment, but once Home Depot and Lowes moved in, the showroom got a lot smaller.
He was a bit of a hack - never did invest in even the simplest tool - sent his Stihl saws to another dealer 13 miles way to get the flywheels pulled for $5 - after prying and bashing didn't work... Most people I talked to thought he as a decent guy and did o.k. work, but it often took months to get done. I went in a few times to buy odd ball parts, and it was obvious he was getting buried in an avalanche of of junk, and there was no sign of "efficiency".
Last January he put up a sign that said (not exact words) - "closing in three weeks, pick up your stuff", and he did. Went to Idaho... Lots of his customers come to me, but we don't do mowers, and..., and... We only fix Stihl, and that makes life soooo much easier..
Don't know exactly why he couldn't make it. He was on the 3rd busiest highway in the state, and in the middle of a large and affluent area. Maybe He'd just had enough.
Unfortunately in large metropolitan areas, it take more than the lack of a smile or a bad attitude to go out of business. There are way too many people that just take their OPE to the nearest store, and most of them will eventually get fixed no matter how bad the service. Most consumers only take their equipment in once in a blue moon anyhow. Pro customers are another issue.
Often the reality is that a store keeps 90% of the customers happy, tweaks 9%, and makes 1% mad. I just made those number up, but... Some guys think my bosss is real PITA, a few will NEVER come back to us, but for the most part the rest are happy. Hey, 5% think we're gods. Oh well..
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