Why (Great) HiFi Retailers Matter

I’ve always believed that great HiFi isn’t just about the kit and it’s about connections and felling part of a community; this is particularly true at shows like the North West Audio Show and has become more true with the advent of the internet and the many forums (some great, some toxic) and more recently Facebook and other social media groups (some great, some toxic). HiFi PiG remains a passionate supporter of in‑store experiences to get folk buying more audio. Unlike faceless clicks online, walking into a specialist dealer feels like an experience (or should): you get expert guidance (or should), the chance to listen in a real room, and special listening events, etc. It’s a social experience – exchanging opinions over coffee (or something stronger), meeting industry reps, trying before buying, and receiving follow-up support you just can’t replicate over the internet. 

That personal touch (customer service, relationship building, and after-sales care) is a massive advantage retailers hold over online sellers. It’s more than just about profit: it’s about trust, reassurance, and long-term loyalty. In short, it’s more human and more personal. 

I recently revisited my “Don’t Be a Dick” piece, where I urged readers not to audition gear in-store only to buy it online at a cheaper price. The point was clear: traditional dealers invest in rooms, equipment, and expertise. They’re human, they deserve respect, and it’s only fair to put your money where the service is. in short and as the title of the old article suggests, Don’t Be a Dick!

Today, I’d like to build on that a bit. Because while many dealers excel, others might be falling a bit short. The consequences could have a significant impact on the entire industry. This article isn’t meant as a dig at anyone; it’s more an observation and my thoughts on how the situation could be improved to enhance engagement among those outside the hobby, increase the profile of bricks-and-mortar HiFi retailers, and, in turn, sales revenues.

First of all, let’s have a look at why great service from bricks-and-mortar retailers makes a difference. 

A knowledgeable and friendly retail showroom team can understand your space, your tastes, and your budget. They can help you to understand complex spec sheets and rooms of gear,r which is something no online filter switch or chatbot can do; have you ever been online to try and buy ANYTHING and given up because the choice is just too vast and real help scarce. That relationship with a proper retailer builds confidence and loyalty.

Most good dealers will offer in-home demos or return policies. You get to live with the system and test it in your everyday environment, not just a showroom. You hear furniture placement, room acoustics, even late-night listening: peace of mind. Yes, online you get the statutory 28 days return policy, but (my experiences are outside the HiFi industry) this is rarely a smooth process and you end up (in some cases) having to pay for returns, deal with crappy couriers, and potentially thick-headed sellers who try to push the product on you even after you have requested a return.

After-sales support is a HUGE benefit that brick-and-mortar shops can offer. Things do sometimes go wrong, and this is where good retailers can offer a bit of a safety net. They fix issues, advise on upgrades, and recommend tweaks. That ongoing relationship is vital.
Trade-ins, launch nights, technical Q&As, vinyl meet-ups, streaming workshops, listening events… retailers bring people together. They are (or could be) the social hubs of HiFi, offering experiences you won’t find in a delivery box from an online retailer. We are seeing more of this happening in the industry and I think it’s a vital component in bringing new blood into the hobby.

However, let’s be honest. Not every dealer lives up to the ideal. Some don’t follow up after the sale. Others lack room acoustics or modern demo spaces. Some ignore entry-level buyers and are only interested in big-ticket items, while others focus only on gear specs, not the music. Worst, a few treat customers as a commodity rather than part of a community –  and this has to change if the industry is to thrive. Retailers are the foot soldiers of the industry, the ones who deal with the buying public in a very real and face-to-face situation. The ones that have a direct influence on how the hobby is perceived. 

If retailers don’t up their game, we face risks of tempting buyers to online outlets, and this is encouraged by less-than-ideal in-shop service. Lower footfall lowers a retailer’s income, marketing budgets shrink, and so does the number of loyal customers. And if this continues, we risk losing smaller dealers who rely on strong relationships and repeat business. On a wider scale, the hobby gets smaller and becomes less about musical enjoyment and more about profit margins and all that stuff. Obviously, retailers are there to make money, but if making money is to continue and thrive, then the public face of HiFi retailing needs to be more friendly and in some instances…well, just better.

In short, poor service hurts the ecosystem: it undermines trust, isolates buyers, and eventually shrinks the HiFi world we all want to thrive.

The HiFi world isn’t immune to broader economic shifts, and I took to Reddit and Wiki for some (admittedly US-based) stats, and the stats ain’t pretty. Home audio has seen a steady contraction in some sectors over recent decades. In HiFi hardware, while market reports suggest growth to ~US $15‑16 billion today, they also highlight that growth is driven largely by streaming‑friendly gear and headphones, not traditional separates; whether that is a good thing or a bad thing in the long run remains to be seen, though I’m guessing it’s not great. Whether we accept this change and not resist it is a whole new Sunday Thoughts article. 

As I’ve banged on about before, these changes show that consumer habits have shifted. Streaming dominates, convenience rules, and premium dedicated systems appeal to a shrinking (and ageing) group of enthusiasts. With this in mind, dealers need to capitalise on what online cannot match, and at the risk of repeating myself, that means the human connection.

So what do good retailers do? Or rather, what can they look at doing? They could
host beginner sessions, livestream kit setups, explain tech without jargon, and treat seasoned audiophiles and newcomers equally. They can offer demos where they offer trial systems, phone and email technical support, integration with streaming music, and turntables for casual listening – not just high-end and reference setups. They can have inclusive and not exclusive environments in their shops with bolder and more modern branding, play more diverse tunes, have family-friendly demo areas – just keep them toddlers away from the dome tweeters (I speak from experience on this one). They can have staff that are trained to engage in a real way with all ages and all genders and stop catering exclusively to the fully paid up audiophile brigade – look, I’m the best part of 60 and I’m not long for this world, and I guess that’s the case for the majority of the current market of folk that go out and buy kit. And here’s another suggestion: let’s engage the wider community. Run vinyl listening nights, have cool guests come and talk and do Q&A sessions, and encourage younger folk into HiFi shops. Perhaps they could blend culture and lifestyle into the whole experience – art, music, cars…I dunno what young folk are into, I’m an old duffer! 

So, without judgment, I’m going to offer a few ideas for dealers who think they might be a bit still behind the curve. First off, you can train staff (and yourselves) to have empathy and equip them to be able to identify what folk listen to at home and not push specs – they’re boring to most people. They can offer a range of products for all budgets and offer installation support and guidance. And follow up! A phone call or an email a few weeks after a purchase to see how things are going builds relationships and increases that dealer/buyer bond. 

The film Meet The Fockers has a great concept where members of the bride’s family are “in” the circle of trust, and this is kind of transferable to retailing. Great customer service isn’t just a nice thing to do; it builds a virtuous circle. Happy in-store buyers help the business thrive. Thriving dealers invest in better demo rooms, more inclusive events, and stronger communities. That draws more people in, including younger buyers and women who may not yet feel at home in this world. And that growth helps push manufacturers to innovate and support bricks‑and‑mortar shops, preserving healthy product displays and local expertise.

Good salespeople make good buying experiences. HiFi retailers have powerful advantages that include human connection, personalised help, and after-sales care that big online stores just can’t match. But it’s not enough to rest on the old models – we don’t live in the 1980s and 90s anymore. Some dealers already offer world-class service that is engaging, inclusive, supportive, and music-focused. Others must now rise to that bar, or risk weakening the entire ecosystem. As I’m writing this, I’m in Hong Kong and somehow my laptop got fried, resulting in me having to go to an Apple Store to buy a new one and get the fried one fixed. The experience was excellent; loads of well-trained and friendly staff who all know their stuff. It was a great experience (and I ended up spending more than I went in there to spend), but I didn’t begrudge the spend and walked out of the store a very happy bunny, though lighter of wallet. Retailers could learn a lot from Apple Stores; bright, airy, and modern spaces with superbly trained staff who know their stuff, aren’t paid commission on sales (a good thing, but somewhat alien in many retail sectors), and seem to genuinely love their jobs. I was relieved of a couple of grand and felt good I the process. 

In a shrinking market, the true risk isn’t obsolete technology; it’s the loss of trust. And trusting relationships between customer and retailer are the heart of HiFi. Let’s make sure that the heart stays strong and begins to beat stronger. 

Stuart Smith

What do you think? Join the conversation over on our Facebook page. 

Read more Sunday Thoughts articles.