Another gun shop mini-rant

[R.H. Lee]

Everyone is always so easily "offended". It seems we have become a feminized society. Get over it. Did you ever try smiling FIRST? Maybe you'll get a more 'friendly' response....................

Having said that I would emphasize that I go out of my way (most of the time) to be courteous, even friendly, to service people when I am a customer. In restaurants, I almost always tip generously unless the service really sucks. I find that approaching people with a smile and a friendly attitude is usually reciprocated, and we both benefit.

That is not to say that I don't get really bad service sometimes. Especially annoying are service people who are otherwise occupied with a conversation with someone else, or allow themselves to be interrupted by a co-worker while they are supposed to be doing the transaction with me.

Just yesterday, I was in the men's clothing department of a store looking for some khaki pants, flat front, no pleats. The shelves were not arranged by size as I am accustomed to. I asked a clerk for help and as she was looking, a male co-worker came over and started talking to her about a candy bar he was eating. She stopped looking and started talking to him. It was like I was invisible. Then he left and she resumed looking for my size. As I was explaining to her what I wanted, some other customer came over and interrupted, looking for something else. She just left to go show him where some 'bama shirts' (whatever that is) were! I left the store and went accross the street where I found exactly what I was looking for. Spent my money there.

I have come to expect less and less "service" from the "service sector", but would not hesitate to discontinue doing business where my business was not wanted.

 

[Guns_and_Labs]

And here I thought California had nothing positive to offer the gun community... while we have our share of doofus counter help occasionally, most of the owner-run shops tend to be quite helpful and positive. And the few gunsmiths we have are uniformly friendly.

 

[mainmech48]

Not trying to hijack the thread or anything, but I gotta wonder if the behaviour displayed might be attributable to an "I'm The Only Game In Town" attitude.

I'm currently without much in the way of choices in my immediate area when it comes to transfers, etc. Thank you BATF and Unnamed Because They Have Lawyers on the Payroll and I Don't Insurance Co., Inc.!

There WAS a small shop operated as a side-business by a very good fellow nearby. He did some minor 'smithing, trading, sales and transfers out of a small building in back of his home for many years. That is, until he got the Royal Shafting courtesy of his long-time Homeowner's insurance carrier.

While he met all of the pertinent security and storage regs. for FFLs, had filed no claims of any sort against the policy over the years, and had been forking over the premiums in-full and on time for YEARS, they decided that they needed a rate increase of SIX HUNDRED PERCENT if they were going to renew his coverage.

Before we get started with the "just take your business elsewhere" foofaraw, let me add that NONE of the carriers that he talked to in search of an alternative would include ANY business involving firearms in homeowner's coverage. The premium costs of a separate "business" policy for the shop were many times what his revenue from the "business" would support, so he was essentially SOL.

Without the requisite coverage, BATF could and did refuse to renew his FFL. There went the only local competition for "Dealer B".

There were some immediate and unpleasant changes in Dealer B's modus operandi. Napoleon with his "L' Etat cest Moi" couldn't hold this guy's hat when it comes to attitude.

No more jovial haggling - on anything. "Take It or Leave It", period. No more timely greeting or service unless a proper amount of deference is displayed on the part of the Supplicant. Transfer fees are now a flat $50, whether you're trying to order a new piece or just complying with state law on a private handgun sale. All trade-in offerings are now met with the absolute low-ball Blue Book figure (regardless of condition). There is an new "service" charge in addition to the transfer fee should you want him to handle your internet purchase: 15% of whatever you paid for it.

Contrary to what this particular clown seems to believe, there IS a very finite limit to what I'll pay for the convenience of TCOB here in town. Until that Karma finally runs over him, my only option is to travel 50 miles and more to deal with his nearest competition.

I know that it'll happen eventually. Unfortunately my native cynicism tells me that when it does, there will no longer be ANY game in town.

(Heavy sigh) Rant over.

 

[wingman]

Had one nice shop in my area and the owner retired last month, I have seen
very few good gun, stores/shop, etc in 40 plus years, my question is, are the
owners like this before starting there business or do we the customer "turn"
them.

 

[R.H. Lee]

mainmech48-agreed. Between insurance and regulatory "fees" it is very difficult to operate a small retail business anywhere. Then there is rent for a decent location, usually the landlord makes more than the storeowner

 

[CZ-100]

That's why I answer the phone that way.

People who don't know me tend to hang up. I like that.

Also, the phone is listed under a cat's name (just the name, no address). A cat that's been dead for maybe 30 years. Wanna find me in the phone book you have to know the cat's name.

Silly cat is currently listed in two different states... I don't let him vote, though.

Well all know that that cat is a registered Democrat and has voted in the past.

 

[RobW]

Gunshops nowadays are in the same state as our country: the worst enemies are inside!

 

[wingman]

Gunshops nowadays are in the same state as our country: the worst enemies are inside!

Again I agree but why is this, is the "type" of person going into the gun business normally this personality. I am trying to understand myself
because I believe it is much worse "customer service" wise then other
places of business.

 

[bill2]

California gun shops

And here I thought California had nothing positive to offer the gun community... while we have our share of doofus counter help occasionally, most of the owner-run shops tend to be quite helpful and positive. And the few gunsmiths we have are uniformly friendly.
_______________________________

Yeah, I'm listening to these rants and can't believe how annoying and pathetic so many gun shops are. I live in the bay area in CA, and usually go to Target Masters. Joanne used to be the mgr there and I bought a pistol, rifle, and shotgun from her over the years, she's left and I haven't been to Target Masters a lot since then. Reed's is okay, on the weekends they can be pretty busy, but they do have a good selection and the guys are usually pretty knowledgeable.

Any other gunshops in the bay area that people like, or dislike so much they stay away from?

 

[Monkeyleg]

Listening to all the rants, I'm a bit surprised that the phenomenon is so widespread. In part I think it's because people who go into business need two things: a passion for what they're doing (guns, for example); and some sense of how to run a business, which includes customer service. Some people have obviously gone into the gun business because they know something about guns, but they forgot the other part.

I do have to say that I've come across many, many good business people in the hundreds of calls that I've made. When, after asking them about brands they carry, services, etc, I get to the part where I ask them what makes their shop special, invariably they say "service."

I also think that the Gander Mountain's, Cabella's, WalMarts and other "mega-stores" have put more pressure on the individual shops to improve both service and selection. The shops that seem to be adapting best to that pressure are changing the brands they carry to ones that the discount chains can't or won't carry--Wilson, Ed Brown, SKB, collectible and vintage guns, European shotguns--or are adding services such as training, gunsmithing or LEO sales.

While I really dislike the big discount chains, they may be having some positive effect by driving out those dealers who just shouldn't be in business.

 

[cheapsk8]

I strongly believe that a good business relationship requires a mutual display of respect. While there are some legitimate complaints logged here, I also sense a fair amount of "Richard Gear in Pretty Woman attitude" towards sales people.

Maybe I`m biased in my opinion, but I have been very successful in my career as a retail store manager in a major electronics retailer for eight years. I believe in always helping the customer first, being polite and respectful. Yes I probably know more than the majority of my customers, but I also respect the fact that a fair amount of people who come in my store know more about a particular line of products than me. I try and treat people that way. I do try and let people be right when they are wrong, as long as it doesn`t mean losing the store money, as I am in charge of protecting the store`s assets. When there are problems that I can`t always solve the way the customer wants(wanting a replacement on a repair item, and I can even sometimes bend that depending on the item), I explain the situation as honestly as I can, and try to take care of the problem as efficiently as possible.

However, the first time someone comes in with the "I`m the customer, so kiss my ass attitude", my level of service starts to drop. I`m an intelligent and articulate individual with sense of self respect, and I appreciate being treated the same as the customer expects. I am NOT at the store to be yelled at. I am NOT at the store to fluff anyone's ego or feelings of self worth through degrading me. I am there to TRY and train the staff to do things right(sometimes training takes a while, and remember, sometimes the level of pay companies offer to floor employees can`t always buy the quality of employee we need). I am there to help answer any questions to the best of my ability and find the answers to questions I don`t know. I am there to try and prevent problems and correct any that slip by. I am there to make the customer feel welcome and wanted.

And yes, we all have bad days. Just remember, if the employee your dealing with is worth anything at all, they will respond to a friendly, unassuming attitude with the same, even on their bad days.

A wise man once told me(dad? When did he get wise, oh yah, when I was 21 or so) "You win more flies with honey than sh*t. " Respect is a two way street. I hope everyone here can find a good shop where respect is reciprocated. Good shopping

 

[mec]

A big guy at the American Pistolsmith's Guild said that they have more attrition from lack of business skills, people skills and such than from poor quality gun work. Another gun media person remarked that there are quite a few old timers in the gun field who have a lot of knowledge but absolutely no people skills.
One or two of these have emerged as internet bullies- lurking about waiting for somebody to say something they consider wrong headed and jumping in to call them fools.

 

[Monkeyleg]

cheapsk8, that's a valid point of view as well. However, you work for your store. You don't live and die by its profits or losses.

Many years ago I had a client who was agreeable during the day but, after a few drinks, turned into the devil himself at night. I'd work all day on his photo, then call him at 9 or 10pm to say I was ready for his critique.

When he arrived at maybe 11pm, he'd lay into me like no Marine DI would be allowed to do today. He'd scream, shout, swear, turn beet red, and just about pop an artery.

Granted, this was after I'd been working on his ad photo since 8am.

So, I'd let him run his course of curses and screams, and then ask him--calmly--"Alright, Frank. What is it that you'd like me to do?"

The answer usually had to do with something trivial. And once I told him that his "problem" would be solved, he became my best buddy.

I'm not saying that you should have to put up with that kind of verbal abuse. All I'm saying is that opening a business, risking pretty much everything you own or can borrow against, begging friends for loans---all of that is part of the risk/reward system that makes the USA such a magnet for those who want to better themselves.

And those business owners who answer the phone with a "yeah, what the **** do you want?" attitude are going to lose.

And they'll blame it on the Vietnamese, or the Koreans, or the Pakistanis, or the Lebanese, or the Indians, or any other immigrant group that's convenient.

Tomorrow I'll start calling Washington state and North Carolina. I'll let you know how the attitudes run in those two states.