B&H Behind the Scenes Private Tour with Hershel - WOW!!
Nov 24, 2019 16:55:19 #
Since my husband and I had planned to go up to Ellis Island and the Statue of Liberty in mid-November, I decided it might be a good idea to take Hershel up on his open offer to UHH members to come in and see the B&H operation. At first, I was hesitant - didn’t want to impose, and this country girl does not do well in cities. Add to that that my husband’s photographic nickname is “Mr. Point and Shoot”, I vacillated big time. Finally, my curiosity won out. Happily, our schedule meshed with Hershel’s and he gave us a very informative and interesting peek into what goes on behind the scenes at B&H. All I can say is that I had absolutely NO idea as to the number of people it takes to run that company and to provide such great customer service.
Hershel met us on the 3rd floor of what I’ll call the “B&H Office Building”. This was the “behind the scenes” part of the tour. That part of the operation is beyond amazing. He took us to so many departments and introduced us to so many key personnel that my head was spinning. We spent over an hour there, and the time just flew. I had actually forgotten about “THE STORE”. Hershel told us that B&H started as a “Mom & Pop” operation in 1973, and that it has grown to a company employing 2,400 people. (Hope I have that right - I wasn’t taking notes!) The B and the H stand for the first names of the husband and wife who gave birth to the only thing that can lure me into NYC. I had joked to friends that I was going to be “like a kid in a candy store” during my visit. Little did I know that that statement was correct both figuratively AND literally. They have the BEST (made special for B&H Hershel said) fruit chews. There are literally bowls of them all over the offices as well as on the counters in the store itself. Hershel kept encouraging us to load our pockets up with the candy. Well, I didn’t need to be told twice! I must have eaten a pound during our tour and went home with another pound stuffed in my pant pockets. I digress! The atmosphere in the offices was very much like a large, happy family. Everyone was extremely friendly and welcoming. Questions were welcomed, and answered honestly! My BIG question (due to my accounting background) was “is B&H a public company?”. Unfortunately, the answer was a very polite “no”. Hmmmm - bummer!
Next, we walked the short distance to the store itself and my jaw dropped to ground level when I walked through those doors. There are NO shopping carts. Each time someone purchases an item, a ticket is made up, the item is taken FROM INVENTORY (not the item being man-handled by various customers), loaded onto an overhead conveyor, and delivered to the area where check-out will occur. All the store customer needs to do when the shopping is done is to report to the front of the store, pay for, and pick up his purchases. It is extremely efficient. No lugging boxes from place to place. Hershel also took us all over the store. Again, I was amazed at the efficiency. Each manufacturer has an area where pretty much all of that manufacturer’s cameras are displayed. However, the people manning those areas are well-trained B&H employees none of whom are on commission. After our very thorough tour of “THE STORE” was completed, Hershel left us to our own devices. My husband thankfully left me to my own devices. He wandered off to check out the incredible display of Apple products - more on display at B&H than at an Apple store!!
I had a list of a few items I wanted to actually hold in my hands and ask questions about. For Sony, I stayed in one spot and was able to look at, hold, and ask questions about the 3 cameras I was considering. Same thing for Panasonic. Even camera bags, tripods, and various accessories had their assigned areas. Nothing was all mixed together. The layout of the floor space just made sense. Very easy to methodically compare items and decide on a purchase. The most important component of the store itself was the high level of expertise of the employees. Every single one with whom I spoke and of whom I asked some very tough questions really are experts. One of the cameras I wanted to take a closer look at was the Sony RX10 iv. I complained to the young lady at the Sony counter that “I don’t speak Sony” and that I find the Sony menu system very cumbersome to navigate. She asked me a few questions about my level of expertise, shooting style, and usual subjects and then gave me VERY specific suggestions to make shooting with that camera much easier. My stress level dropped from a 12 all the way down to about a 2 thanks to her help! (I’m now waiting for the price to drop a bit more and I’ll purchase it with my doubts addressed.)
Hershel told us that customers are encouraged to come in with their own equipment and to mount a lens under consideration on their own camera or to just ask an employee to use the B&H stock for the customer to try out. That is what I had to do since all I’d brought with me to NYC was my ZS60 P&S. I was considering a 600mm prime lens for my D500 and was also considering the Nikon D850. So glad I was able to spend time asking questions and having a face-to-face discussion of the pros and cons of what I was considering. To make a long story short, the B&H sales person basically came right out and told me NOT to get the 600mm or the D850 at this time. It was his opinion after speaking with me and asking questions of me that my current D500 with my Tamron 150-600 was perfect for what I’m doing. He did suggest, however, that I might benefit from the new Nikon 500mm f5.6 PF. I agreed. It’s on order as I write this. This brings up something else that Hershel told us - many times an employee would rather NOT make a sale than to sell a customer something that is either not suitable or not needed. When I walked into the store, I was prepared to purchase the Nikon 600mm prime lens to the tune of $12k +. Instead, I walked out comfortable that the right decision for me was NOT to purchase that lens. That was due to my honest discussion with one of the B&H experts. Please note that Hershel had absolutely NO idea as to my intentions. The employee did not receive any type of “heads up”.
In conclusion, I’m very glad that I was able to tour B&H with Hershel. If any of my fellow Hogs are heading for NYC, I suggest that you contact Hershel (a member here on UHH) to arrange a private tour. My only caveat is that Fridays, Saturdays, and Jewish holidays are off limits. We were there on a Thursday. This was an experience well worth the time! My husband and I were both blown away by the scope of B&H’s operations. Add to that the fact that Hershel is an enthusiastic ambassador for B&H, and you have a fun-filled couple of hours.
Thank you, Hershel!!!
Hershel met us on the 3rd floor of what I’ll call the “B&H Office Building”. This was the “behind the scenes” part of the tour. That part of the operation is beyond amazing. He took us to so many departments and introduced us to so many key personnel that my head was spinning. We spent over an hour there, and the time just flew. I had actually forgotten about “THE STORE”. Hershel told us that B&H started as a “Mom & Pop” operation in 1973, and that it has grown to a company employing 2,400 people. (Hope I have that right - I wasn’t taking notes!) The B and the H stand for the first names of the husband and wife who gave birth to the only thing that can lure me into NYC. I had joked to friends that I was going to be “like a kid in a candy store” during my visit. Little did I know that that statement was correct both figuratively AND literally. They have the BEST (made special for B&H Hershel said) fruit chews. There are literally bowls of them all over the offices as well as on the counters in the store itself. Hershel kept encouraging us to load our pockets up with the candy. Well, I didn’t need to be told twice! I must have eaten a pound during our tour and went home with another pound stuffed in my pant pockets. I digress! The atmosphere in the offices was very much like a large, happy family. Everyone was extremely friendly and welcoming. Questions were welcomed, and answered honestly! My BIG question (due to my accounting background) was “is B&H a public company?”. Unfortunately, the answer was a very polite “no”. Hmmmm - bummer!
Next, we walked the short distance to the store itself and my jaw dropped to ground level when I walked through those doors. There are NO shopping carts. Each time someone purchases an item, a ticket is made up, the item is taken FROM INVENTORY (not the item being man-handled by various customers), loaded onto an overhead conveyor, and delivered to the area where check-out will occur. All the store customer needs to do when the shopping is done is to report to the front of the store, pay for, and pick up his purchases. It is extremely efficient. No lugging boxes from place to place. Hershel also took us all over the store. Again, I was amazed at the efficiency. Each manufacturer has an area where pretty much all of that manufacturer’s cameras are displayed. However, the people manning those areas are well-trained B&H employees none of whom are on commission. After our very thorough tour of “THE STORE” was completed, Hershel left us to our own devices. My husband thankfully left me to my own devices. He wandered off to check out the incredible display of Apple products - more on display at B&H than at an Apple store!!
I had a list of a few items I wanted to actually hold in my hands and ask questions about. For Sony, I stayed in one spot and was able to look at, hold, and ask questions about the 3 cameras I was considering. Same thing for Panasonic. Even camera bags, tripods, and various accessories had their assigned areas. Nothing was all mixed together. The layout of the floor space just made sense. Very easy to methodically compare items and decide on a purchase. The most important component of the store itself was the high level of expertise of the employees. Every single one with whom I spoke and of whom I asked some very tough questions really are experts. One of the cameras I wanted to take a closer look at was the Sony RX10 iv. I complained to the young lady at the Sony counter that “I don’t speak Sony” and that I find the Sony menu system very cumbersome to navigate. She asked me a few questions about my level of expertise, shooting style, and usual subjects and then gave me VERY specific suggestions to make shooting with that camera much easier. My stress level dropped from a 12 all the way down to about a 2 thanks to her help! (I’m now waiting for the price to drop a bit more and I’ll purchase it with my doubts addressed.)
Hershel told us that customers are encouraged to come in with their own equipment and to mount a lens under consideration on their own camera or to just ask an employee to use the B&H stock for the customer to try out. That is what I had to do since all I’d brought with me to NYC was my ZS60 P&S. I was considering a 600mm prime lens for my D500 and was also considering the Nikon D850. So glad I was able to spend time asking questions and having a face-to-face discussion of the pros and cons of what I was considering. To make a long story short, the B&H sales person basically came right out and told me NOT to get the 600mm or the D850 at this time. It was his opinion after speaking with me and asking questions of me that my current D500 with my Tamron 150-600 was perfect for what I’m doing. He did suggest, however, that I might benefit from the new Nikon 500mm f5.6 PF. I agreed. It’s on order as I write this. This brings up something else that Hershel told us - many times an employee would rather NOT make a sale than to sell a customer something that is either not suitable or not needed. When I walked into the store, I was prepared to purchase the Nikon 600mm prime lens to the tune of $12k +. Instead, I walked out comfortable that the right decision for me was NOT to purchase that lens. That was due to my honest discussion with one of the B&H experts. Please note that Hershel had absolutely NO idea as to my intentions. The employee did not receive any type of “heads up”.
In conclusion, I’m very glad that I was able to tour B&H with Hershel. If any of my fellow Hogs are heading for NYC, I suggest that you contact Hershel (a member here on UHH) to arrange a private tour. My only caveat is that Fridays, Saturdays, and Jewish holidays are off limits. We were there on a Thursday. This was an experience well worth the time! My husband and I were both blown away by the scope of B&H’s operations. Add to that the fact that Hershel is an enthusiastic ambassador for B&H, and you have a fun-filled couple of hours.
Thank you, Hershel!!!
Nov 24, 2019 17:39:03 #
B&H is my favorite mail-order source. I am continually amazed at the depth of inventory for obscure parts and bits.
They've taken it on the chin recently in the media; it's good to see the positive attitude.
They've taken it on the chin recently in the media; it's good to see the positive attitude.
Nov 24, 2019 17:40:42 #
I haven't been there since I moved to Delaware. It's nice to hear that the in store service is as good as ever.
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Nov 24, 2019 18:48:00 #
One of my worries is that my wife may someday find a way to figure out how much money I've spent at B&H over the years! ;-) One of the best on-line retailers out there. I'm not Jewish, but I've always respected the fact that they won't take orders during the Jewish Sabbath or holidays. Seems like not many commercial enterprises put their beliefs and principles ahead of their business interests these days.
Nov 24, 2019 19:11:10 #
“This brings up something else that Hershel told us - many times an employee would rather NOT make a sale than to sell a customer something that is either not suitable or not needed.”
I learned that approach many years ago when selling high end computer graphics equipment. The second and subsequent sales are far more productive than the “drop the gear and run” approach.
It’s nice to know that honesty, integrity, and ethics still exist in our world. I visited B&H some years ago, not for a tour, but was very impressed with what I saw.
It inspired trust, which is rare in today’s world.
I learned that approach many years ago when selling high end computer graphics equipment. The second and subsequent sales are far more productive than the “drop the gear and run” approach.
It’s nice to know that honesty, integrity, and ethics still exist in our world. I visited B&H some years ago, not for a tour, but was very impressed with what I saw.
It inspired trust, which is rare in today’s world.
Nov 25, 2019 10:51:33 #
Nov 25, 2019 12:08:51 #
MadMikeOne wrote:
In conclusion, I’m very glad that I was able to to... (show quote)
Thanks for visiting and for this terrific, enthusiastic, report. Great to meet you and great to read this.
Nov 25, 2019 14:12:38 #
henryp wrote:
Thanks for visiting and for this terrific, enthusiastic, report. Great to meet you and great to read this.
Send more candy!
Nov 25, 2019 14:36:55 #
MadMikeOne wrote:
Thank you, Hershel!!!
Thank you, Hershel!!!
Karen,
On behalf of my colleagues and I please accept our sincere thanks for such a thorough and complimentary recounting of your recent visit at B&H Photo. I had such a great time showing you and Steve around. It's always a labor of love when I get to meet fellow UHH members and show them around our little camera shop. I'm so glad that you can so eloquently bear first hand witness as to how much effort, time and resources go into treating a customer with respect and catering to their needs both before and after the sale.
I have set aside a stash of our now famous taffy candies in anticipation of your next visit!
Best wishes to you and your family for a Happy Holiday Season and may the coming New Year bring to you and yours all the blessings of Health, Peace, Joy and Prosperity.
HERSHEL
Nov 25, 2019 15:24:54 #
Hershel wrote:
Karen, br br On behalf of my colleagues and I ple... (show quote)
Thank you so much, Hershel. It really was a pleasure for BOTH “Mr. Point and Shoot” and myself to be at the receiving end of such an awesome tour of your “little camera store”. It is so much more! I’ll try to get back to visit before that taffy stash turns into rock candy.
Nov 26, 2019 16:54:54 #
MadMikeOne wrote:
Thank you so much, Hershel. It really was a pleasure for BOTH “Mr. Point and Shoot” and myself to be at the receiving end of such an awesome tour of your “little camera store”. It is so much more! I’ll try to get back to visit before that taffy stash turns into rock candy.
Mike,
Thanks very much for sharing this. We find ourselves in Manhattan, lower west side, every couple of months and I have thought of taking a side trip over to check out B&H in person.
The type of service you direction is just the kind of place I would choose to do business with when it's time.
What a treat to be able to deal with knowledgeable sales people.
Bill
Nov 26, 2019 17:04:23 #
WDCash wrote:
Mike,
Thanks very much for sharing this. We find ourselves in Manhattan, lower west side, every couple of months and I have thought of taking a side trip over to check out B&H in person.
The type of service you direction is just the kind of place I would choose to do business with when it's time.
What a treat to be able to deal with knowledgeable sales people.
Bill
Thanks very much for sharing this. We find ourselves in Manhattan, lower west side, every couple of months and I have thought of taking a side trip over to check out B&H in person.
The type of service you direction is just the kind of place I would choose to do business with when it's time.
What a treat to be able to deal with knowledgeable sales people.
Bill
Well Bill, It would be our pleasure for you to visit B&H Photo and if you plan to visit Monday-Thursday and give me some advance notice I can show you around our premises as I enjoy meeting fellow UHH members.
HERSHEL
Nov 26, 2019 18:08:27 #
rgrenaderphoto wrote:
B&H is my favorite mail-order source. I am continually amazed at the depth of inventory for obscure parts and bits.
They've taken it on the chin recently in the media; it's good to see the positive attitude.
They've taken it on the chin recently in the media; it's good to see the positive attitude.
When I was a newbie here on UHH and to the world of the DSLR, I was VERY leery of buying gear via “mail order”. Fortunately, I was smart enough to trust my fellow Hogs. Also, my husband had worked in NYC and was familiar with B&H. Based on that, I trusted B&H and am very glad that I did. I still try to purchase locally, but my closest camera shop is an hour away and they carry limited inventory. IMO, it’s usually best to actually hold the equipment.
As for B&H taking it on the chin lately, I’m just fine with giving them the benefit of the doubt. They’ll have most of my business for as long as I’m able to trust them.
Nov 26, 2019 18:15:38 #
jwreed50 wrote:
One of my worries is that my wife may someday find a way to figure out how much money I've spent at B&H over the years! ;-) One of the best on-line retailers out there. I'm not Jewish, but I've always respected the fact that they won't take orders during the Jewish Sabbath or holidays. Seems like not many commercial enterprises put their beliefs and principles ahead of their business interests these days.
Wish I could say my husband doesn’t already know how much I’ve spent at B&H to date. That ship sailed a few years ago! Truth be told, he set up my original account B&H account and has a much better handle on my spending there than I do. He tells me that a divorce will be much more expensive than just ignoring my love of photography. Hmmmm, maybe I should just go ahead and order that 600mm f4.
I also respect B&H’s adherence to putting religious beliefs and principles over financial gain. That is one of the reasons I trust them so much.
Nov 26, 2019 18:23:25 #
Peterff wrote:
“This brings up something else that Hershel told u... (show quote)
I was honestly ready to go ahead and bite the bullet and order that 600mm prime lens as soon as I got back home. Taking it home from the store was out of the question due to the sheer size of the blasted box. We were taking the train back to Central NJ from NYC. The D850 was coming home with me, though. However, the B&H salesperson advised me to “wait a while on the D850”. I listened and returned home empty handed but happy. I “saved” over $15 by virtue of the honest assessment of a salesperson. In all honesty, I now have more trust in the advice I receive from B&H than I do from some of my close “shooting” buddies. So glad I “took the tour”.
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