How long before you leave?

[John J]

I walked into a small town gun shop today in Colorado. One gentleman was on the phone and two others were behind the counter off to the side seemingly busy and talking. I need no special attention or greeting. I walk around looking at high but acceptable for the times ammo prices. I hear an action get worked and turn around to see what's going on, it was the gunsmith, all is well. I made my way to the used rack having a look, I hear talking. I am am sole customer in the store at this time. The gunsmith is a younger guy and is talking to himself inspecting a shotgun. I may say a few words outloud when doing something but he is definitely having a conversation with himself...ok. I notice two rifles I'd like to look at. I stand there while they play with the guard dogs with no mind to me for long enough to be unacceptable. In comes the next guy into the store then another. Both get a hello and appear to be locals or regulars and direct attention and service. Ok, now I'm annoyed and I have a big mouth. But have a half a brain and enough sense to know I'll get nowhere or appeasement BS if I say something. Seemed to me they were more into themselves than making money. They definitely had the tacticool look, boots, spare mags and knives on them. I don't really care for the look. My opinion it can be done in a more classy style. So I left with my pocket full of money. Do they know they lost my business indefinately, do they care? I may email them, maybe a manager or store owner will? John

 

[Randy F]

I walked into a small town gun shop today in Colorado. One gentleman was on the phone and two others were behind the counter off to the side seemingly busy and talking. I need no special attention or greeting. I walk around looking at high but acceptable for the times ammo prices. I hear an action get worked and turn around to see what's going on, it was the gunsmith, all is well. I made my way to the used rack having a look, I hear talking. I am am sole customer in the store at this time. The gunsmith is a younger guy and is talking to himself inspecting a shotgun. I may say a few words outloud when doing something but he is definitely having a conversation with himself...ok. I notice two rifles I'd like to look at. I stand there while they play with the guard dogs with no mind to me for long enough to be unacceptable. In comes the next guy into the store then another. Both get a hello and appear to be locals or regulars and direct attention and service. Ok, now I'm annoyed and I have a big mouth. But have a half a brain and enough sense to know I'll get nowhere or appeasement BS if I say something. Seemed to me they were more into themselves than making money. They definitely had the tacticool look, boots, spare mags and knives on them. I don't really care for the look. My opinion it can be done in a more classy style. So I left with my pocket full of money. Do they know they lost my business indefinately, do they care? I may email them, maybe a manager or store owner will? John

I wouldn't be very thrilled either.

Apparently business has been going too well to care huh?

 

[cpr0312]

Never understand when customer service is so poor, regardless of business/industry. In a brick and mortar business, how hard is it to say hello at the very least, or let me know if I can help you!! I am with you I would not be pleased and would look elsewhere for my needs next time!

 

[markm]

This is pretty much how a lot of gun shops act .but as a shopper I will remember this stores when things settle down you just don't ever go back to them.

I walked into a small town gun shop today in Colorado. One gentleman was on the phone and two others were behind the counter off to the side seemingly busy and talking. I need no special attention or greeting. I walk around looking at high but acceptable for the times ammo prices. I hear an action get worked and turn around to see what's going on, it was the gunsmith, all is well. I made my way to the used rack having a look, I hear talking. I am am sole customer in the store at this time. The gunsmith is a younger guy and is talking to himself inspecting a shotgun. I may say a few words outloud when doing something but he is definitely having a conversation with himself...ok. I notice two rifles I'd like to look at. I stand there while they play with the guard dogs with no mind to me for long enough to be unacceptable. In comes the next guy into the store then another. Both get a hello and appear to be locals or regulars and direct attention and service. Ok, now I'm annoyed and I have a big mouth. But have a half a brain and enough sense to know I'll get nowhere or appeasement BS if I say something. Seemed to me they were more into themselves than making money. They definitely had the tacticool look, boots, spare mags and knives on them. I don't really care for the look. My opinion it can be done in a more classy style. So I left with my pocket full of money. Do they know they lost my business indefinately, do they care? I may email them, maybe a manager or store owner will? John

 

[Kevin Peacocke]

I wouldn't be very thrilled either.

Apparently business has been going too well to care huh?

Hard not reacting to bad manners, but hey, their loss, not yours. Walk out, smile, enjoy the day - which sounds exactly what you did John, good for you!

 

[gbflyer]

Yep. Used to frequent one very occasionally (no other choice) where the staff worked during normal hours and the owner worked from 6-8 at night. Staff couldn’t make a single decision without him. ATF closed him out after 20 years worth of his BS he blamed on said staff and a couple of lawsuits.

When I get good service from any firearm related business I make lots noise about it, name names, the whole bit. People probably think I’m a salesman.

 

[Ragman]

There's a gun shop in the city where I work that is kind of like that. There is always somebody talking to staff there: not really in there to buy anything, just there to shoot the breeze. I don't like to interrupt so I patiently wait at the gun counter for a salesman. When they finally make their way over to me it's like I'm a major pain in their a$$ and at least 3 times in the past I've had other customers butt in and ask the salesman questions while I'm still talking to them. I don't go there anymore unless I'm just there to buy something straight off the shelf.
I won't even start on rifles behind the counter with tags on them that I can't read!

 

[YancyW]

I am always stunned by how bad customer service often is within the firearms industry. When you find someone who truly provides quality service, they really deserve support.

 

[CEO]

Seems a lot of gun shops are this way. When I was a teenager, and started bow hunting, my friends and I would be at our local bow shop 3-4 times a week. Mostly to shoot the DART system. The employees were super nice guys, and very knowledgeable, but did everything at their own pace. You would stand around for half an hour sometimes waiting on them to notice you.

Skip ahead about 6 months and I am getting a new bow setup for my birthday. I take my dad since he is the money behind this deal and we walk in. There were a few people there with it being the weekend, but mostly just shooting the bull. After about 20 minutes my dad gives me the, "if they don't hurry up and offer to take my money I'm leaving" look. I hadn't thought anything of it since that was their SOP, but dad was accustomed to a more standard customer service experience. At that point I got the attention of an employee and had them start gathering everything I wanted.

I have to say I'm completely different now. I've walked out of plenty of places for what is mentioned above. I'm not overly needy or impatient, just usually know exactly what I want/need by the time I walk in a store. Just need someone to hand it to me and take my money. I have a business that deals with customers in our office daily. Can't imagine not taking care of them asap.

 

[Nevada Mike]

SO... before you leave the store, go to the counter, interrupt the sales person and say. "I wanted to buy a rifle, but you seemed more intent on your business, so I am leaving without buying anything."

I get very pissed of when this sort of sh!t happens. I bust my butt to help MY customers and expect at least a luke warm greeting when I walk into a store. After being ignored for about 3 minutes - I leave and do not come back.

 

[Wyatt Smith]

I went into a local sporting goods store to buy some goose decoys for my future brother in law. They were for Christmas, and my sister knew which ones he wanted. We went in there, looked at the decoys and decided to buy them.
I stood and watched the owner have a conversation with someone (who didn’t appear to be buying anything) for 30 minutes before he would check me out.
If it wasn’t December 22, and the next closest place to buy them wasn’t a 90 minute drive I would have left.
I have not returned.

 

[BRICKBURN]

First assignment on the first day of business school: Letter of Commendation and Letter of Complaint.
Let the owner know. At least you said your piece.

 

[One Day...]

Sometimes a complaint is a gift...

I was lucky and honored to be a very small part of the Jack Welch (GE) / Larry Bossidy (Honeywell) Execution / 6 Sigma / Lean "revolution" (evolution?) in the early 2000's when one of their protégé Greg Summe became CEO of PerkinElmer Optoelectronics where I was Division Manager, and when the "robust and candid language of execution" was praised. It is now likely very politically incorrect, but for a brief period, in top tier performing companies, telling the truth was actually encouraged, and a constructive complaint/critique was considered a gift, the gift of truth, and an opportunity for "continuous improvement"...

Call me naïve, but I do believe that politely telling vendors why they lost your business (poor service in stores or restaurants; defective product or food; employee with an attitude; salesmanship devoid of product knowledge; price gouging; etc. etc.) is actually doing them a favor.

I will confess that it is nowadays more often very poorly received than appreciated, and that the "why bother" argument is increasingly powerful in a world of pretend-indignation, so each will judge for their own, but in such cases a complaint is truly a gift...

 

[One Day...]

LOL BRICKBURN, it looks like we posted at the same time the same thought

 

[CJW]

You should definitely say your piece in one way or another. Often times the business owner is clueless to situations with which they do not see personally. How could they not be as they can't be everywhere at once? If they are a true professional businessman they will take your complaint and utilize it to improve their customer relations.

Now in the case of one of the useless bums being the business owner you should probably just find another shop.

 

[Nature Boy]

I walked into a small town gun shop today in Colorado. One gentleman was on the phone and two others were behind the counter off to the side seemingly busy and talking. I need no special attention or greeting. I walk around looking at high but acceptable for the times ammo prices. I hear an action get worked and turn around to see what's going on, it was the gunsmith, all is well. I made my way to the used rack having a look, I hear talking. I am am sole customer in the store at this time. The gunsmith is a younger guy and is talking to himself inspecting a shotgun. I may say a few words outloud when doing something but he is definitely having a conversation with himself...ok. I notice two rifles I'd like to look at. I stand there while they play with the guard dogs with no mind to me for long enough to be unacceptable. In comes the next guy into the store then another. Both get a hello and appear to be locals or regulars and direct attention and service. Ok, now I'm annoyed and I have a big mouth. But have a half a brain and enough sense to know I'll get nowhere or appeasement BS if I say something. Seemed to me they were more into themselves than making money. They definitely had the tacticool look, boots, spare mags and knives on them. I don't really care for the look. My opinion it can be done in a more classy style. So I left with my pocket full of money. Do they know they lost my business indefinately, do they care? I may email them, maybe a manager or store owner will? John

I would have got their attention, fast. But they wouldn't have liked it.

 

[Neil Molendyk]

And yet occasionally I run across exceptional customer service person and I make it a point to get the employees name and make an effort to let either the manager or better yet the owner of this service.

 

[John J]

I did send an email, it was brief and I didn't come off like an ass. I did get a reply, I was mostly pleased with. However there were some slight jabs I didn't care for. Up till that point I probably would have gone back, met the guy and possibly bought something. Taking the time to respond reflects well on the business. But the jabs? I'll move on like an adult. If he only knew how much more money than brains I have when it comes to firearms....
John

 

[CJW]

I did send an email, it was brief and I didn't come off like an ass. I did get a reply, I was mostly pleased with. However there were some slight jabs I didn't care for. Up till that point I probably would have gone back, met the guy and possibly bought something. Taking the time to respond reflects well on the business. But the jabs? I'll move on like an adult. If he only knew how much more money than brains I have when it comes to firearms....
John

That's unfortunate but at least you know.

 

[Nature Boy]

I did send an email, it was brief and I didn't come off like an ass. I did get a reply, I was mostly pleased with. However there were some slight jabs I didn't care for. Up till that point I probably would have gone back, met the guy and possibly bought something. Taking the time to respond reflects well on the business. But the jabs? I'll move on like an adult. If he only knew how much more money than brains I have when it comes to firearms....
John

skip them, those jabs say a lot about their inteeligence