While I think there are many things that have already been said that could be considered important for the success of a hobby shop, I think two of the most important things are:
The shop absolutely, positively must be staffed by people who like to deal with customers. They must be friendly, willing to spend time, put up with rudeness with a smile, and NEVER look down on a customer who does not make a major purchase. If you have this kind of staff, I don’t think it would matter if they were not as knowledgeable about model railroading. Customers (no matter how much they spend) just like to be treated well and feel welcome no matter what.
Price competitively. Be realistic about who you’re competing against – the internet shops. If you can’t compete on price, then I would suggest that you don’t even try to sell model trains.
A couple of people already mentioned a wide selection of stock. But unfortunately, that can be unrealistic, especially when someone is starting up. The next best thing would be having a good variety, a sample of alot of things, and being able to hunt down and find something for people, and ordering it for them. It is also important to inform the customer roaming the aisles with signs or notices that you can do so. Like someone mentioned, having a staff that will be able to look things up and find them for the customer is also important for this. For me, having someplace to go where they will be able to find if something exists, or the next closest thing, is big for me.
Another thing that I like to see in train hobby shops are at least a couple of small dioramas, if not a display layout or two. This can draw me in, keep me in the shop for awhile, and inspire me to model myself. Maybe a decent N-scale table top layout (with a plexiglass top to protect from dust and customers), N-scale for size reasons, maybe HO if you have the space. Have one or two examples of highly detailed engines and/or cars. Possibly a well-done diorama with a structure, people, cars, scenery items, and labels pointing out the products in the store that were used for it.
And on some weekends, have someone in the shop building a car kit, weathering an engine, scratchbuilding a small building, or do something else of interest that people can watch, and ask the modeller questions. There are plenty of people in this hobby who would be happy to do something like that for free (or for a free car kit, or lunch, or something like that).
A decent selection of model railroad related supplies, not just plastic model planes and cars or R/C stuff, which is what’s near me. That’s why I shop online.
Tim
I visit lots of hobby shops in my traveling and like to find old and unique items. I love digging through used consignment items, old blue boxes, last decade’s Athearns, dusty books and peering at local club’s displays.
I would suggest that your friend not be a mirror image of a Walther’s catalog with a higher price tag. One of the biggest turn offs I’ve experienced was a brand new hobby shop with nothing but latest craze by a whole three or four manufacturers. I walked through and looked at all the gleaming plastic, calculated how much I could save by just ordering through another hobby shop and promptly left. [tdn]
For me I look for the following:
1.Discount on prices.
2.Good stock and well organized
3.Clean store.
4.Lack of know it all owners/clerks that are modelers.I don’t want to hear their BS Period nor do I want them to even think about selling me things I don’t want nor need just because its the newest or hottest gimmick in the hobby…
5.Greetings by name if I been there several times and fork over money in large amounts.
6.Idiots get rid of them (see number 4.)
7.NO ALCOHOL I don’t want to deal with a drunk…Drink it at home.Smoke if you must.Its your store.