I was pondering the issue of customer service and why so many gun shops fail miserably.
In my experience, the best local gun shops are the ones that cultivate relationships. They don't need to have the best prices on everything or the biggest selection.
I can go into my two favorite LGS and they know that I might've just stopped by to shoot the breeze, say hi, and maybe check if they'd got a nifty used old gun in but really, have no plan to buy anything at all that day... But they're perfectly willing to talk guns, politics, fishing, football, kids, grandkids for an hour or longer, even knowing I'm not gonna buy anything that day -- And they also know that I've bought at least ten guns from the shop in the past few months and that I believe in supporting local business (even if I have to pay a little more). The owners and the guys that work for them are good with that. No pressure to buy, no war stories, no pretending to know more than they know. But we commiserate about the sorry state of governance in our state, have some laughs, catch up on family news, it's all good.
True, when possible. But, not ALL customers are YOU.
I worked, then managed a name brand (not big box) paint and flooring store.
We had Pro's that came in every day. We knew them well. They stood around the coffee pot, talked, joked, sometimes filled their own order.
We had Property Maintenance that came in 1-2 times a week, but could be a month before returning. We knew them. They hit the door, said what the needed, looked at sundries while waiting.
The retail customers were the full gammit. Knew us, had been customers for years, we may or may not remember them.
Had been in before, but it had been a while.
First timers.
Among these customers, there were those that knew what they wanted, don't try to sell them something else.
They knew what they needed to accomplish but what were their options.
They knew the basics, but wanted specific instruction, how to.
They knew nothing and were looking for a Pro.
When these people walked, not knowing them, their knowledge or skill level; PROFESSIONAL SERVICE is the only thing that matters. Listen, learn what they need, HELP them.
I am not sure if getting old or my background is why I am so critical and intolerant of lousy service. But, to far the other direction is almost as bad.
A LGS, the largest around here, has 6-8 employees, at all times. 4 behind counter, 2 on the floor and most times, a 'smith or 2.
As soon as you hit the door, somebody is asking "what do you need?"
I don't always "need" something. I stop to see what is happening.
Wander around, a couple times, " what you looking for?"
"Nothing, just looking."
Look at a powder I haven't used before,
"what powder do you need?"
Service is great, behind the counter are knowledgeable, but they give the vibe of a car salesman; "MUST MAKE SALE"
As such, i only go there when I do NEED something specific and I can't get it elsewhere.
Biggest problem in dealing with people is PEOPLE. They are all different, but politeness and product knowledge are always important.
Rambling rant over.
