excelerater
Moderator
competitive pricing,something most shops in MEM lack....
How does a gun shop earn your loyaly?
- Thread starter Technosavant
- Start date
Loyalty is about trust. I have to trust you are not going to try to sneak an inflated price on me, that your prices are fairly set and consistent. That if there is a problem after I paid you my money that you will work hard to make it right.
You can not build trust with a customer if you are rude or ignore them. Treat me like a number and I will return the favor: you become nothing more than a price point. If you demonstrate you are willing to eat a few dollars to give me a break or the benefit of a doubt, then I will likely return the favor when you make a mistake.
Demonstrate trustworthiness by doing what you say you will do and being prompt about it. Keep me in the loop as to what is going on. Try to understand what I am really trying to solve with a purchase and offer suggestions that help hone in on whether I am on the right track or not. If I come out of the shop with something different than I planned but better meets my needs I may just be pleasantly surprised you made the effort.
Good ways to demonstrate you have no trust of me and want no relationship of loyalty:
- Ignore me when I walk into your shop
- Assume I am a jerk window shopping just like the last four guys that came in
- Assume window shoppers are all jerks and will never come back to uy something later
- Try to sell me something that is good for your bottom line but nothing like what I was looking for
- Tell me I am an idiot for owning brand xxx or yyyyy
- Pretend you never saw me before, or could care less if I come back, when I come in to return a product or have a problem
- Make sure the quick buck is more important than whatever happens to me after the purchase
- Sell crappy quality so I am sure to get the message that making a buck was more important than if my purchase lasted more than a week
Nordstrom's is renowned for superb customer service. Quality product. Quality customer service. I never felt they were concerned about lowering their prices, but I always knew if I had ANY problem whatsoever, it would be made right. When I was consulting I had no time to sort out problems with purchases so they got a lot of my business. I had a co-worker who bought one pair of shoes and then she would return them every week for another pair--free. They lost a ton of money on her shoes, but they made a ton on her skirts, blouses, etc and the wonderful word of mouth advertising.
You can not build trust with a customer if you are rude or ignore them. Treat me like a number and I will return the favor: you become nothing more than a price point. If you demonstrate you are willing to eat a few dollars to give me a break or the benefit of a doubt, then I will likely return the favor when you make a mistake.
Demonstrate trustworthiness by doing what you say you will do and being prompt about it. Keep me in the loop as to what is going on. Try to understand what I am really trying to solve with a purchase and offer suggestions that help hone in on whether I am on the right track or not. If I come out of the shop with something different than I planned but better meets my needs I may just be pleasantly surprised you made the effort.
Good ways to demonstrate you have no trust of me and want no relationship of loyalty:
- Ignore me when I walk into your shop
- Assume I am a jerk window shopping just like the last four guys that came in
- Assume window shoppers are all jerks and will never come back to uy something later
- Try to sell me something that is good for your bottom line but nothing like what I was looking for
- Tell me I am an idiot for owning brand xxx or yyyyy
- Pretend you never saw me before, or could care less if I come back, when I come in to return a product or have a problem
- Make sure the quick buck is more important than whatever happens to me after the purchase
- Sell crappy quality so I am sure to get the message that making a buck was more important than if my purchase lasted more than a week
Nordstrom's is renowned for superb customer service. Quality product. Quality customer service. I never felt they were concerned about lowering their prices, but I always knew if I had ANY problem whatsoever, it would be made right. When I was consulting I had no time to sort out problems with purchases so they got a lot of my business. I had a co-worker who bought one pair of shoes and then she would return them every week for another pair--free. They lost a ton of money on her shoes, but they made a ton on her skirts, blouses, etc and the wonderful word of mouth advertising.
That's not loyalty. Not trying to pick on Excelerater, but his comment activated my typing muscles.
Are you still "loyal" when they can't be as competive, price wise, because they have to compete with Sportsman's Warehouse, Cabela's, Sheels, etc.?
Loyalty has to do with the people who run the place and the way they've treated you through the years.
It's about being fair and treating me right by my definition.
I'll still buy there even if I pay a little more. I remember the things they've done for me. Like shipping a gun back to the factory 3 times without complaint. Like exchanging my Beretta 21A that didn't work with a NIB that does work--no questions asked.
Lot's of things like that down thru the many years I've traded with them. I remeber when they shipped a Beretta O/U back to Italy because the recoil cocking system didn't work. It went by BOAT! But I was in the Army and it didn't bother me that it took 3 months.
My grandmother took care of it. Back in those days an ol lady walking down the street carrying a shotgun didn't get the same reaction it would today. The year was 1967.
That 20 ga.. has never missed a beat since.Oh, and not all the guns they shipped for me were even bought there--some I acquired horse tradin' and they didn't ask where they came from.
Same kind of loyalty pertains to other businesses I patronize. Restaurants are another example. So's my local video store.
Loyalty isn't shopping around to see if somebody has it cheaper.
Just my thoughts on the matter.
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I typically know what I wan't before I go to buy it. Price is a big thing with me because I am buying new, therefore I should not have to worry about the condition. I have bought from gun shops as well as K mart when they still sold guns. If I can get what I want at a good price I am happy. for reloading I go to one shop because that is the only place that sells alot of reloading stuff. I did go to a chain sporting store once and bought a used cetme 308 and everytime I would fire it, the case would jam so tight in the chamber that it had to be sent in to be "fixed". I did this 2 times before They would returned my money. They no longer get my business because they wanted me to send it in for a 3rd time and I had to bi*** and scream to get my money.
Here's the deal. I have three LGS that I go to and buy different things from. They are all good stores with people that treat me like a customer should be treated. How do I choose between them? What's in stock at that moment and how much gun I can afford. I would gladly go back to any of them, I've got it made!!!
I frequent one particular gun shop most of the time. There are some specialty items he doesn't carry, so I get them off the net (Midway, Brownells).
The regular gun shop I go to is owned and operated by one fellow. Some people say he is a bit aloof, but that attitude disappears once he gets to know you. He treats me fairly when I buy a gun or have one shipped to him. I probably could save $10-30 or even $100 here or there if I bought through the net, but then the people on the net wouldn't show me how to take apart the AR15 down to disassembling the bolt and clean it thoroughly. The shops on the net and around town wouldn't caution me that the gun I am looking at is probably good, but the previous owner obviously didn't clean it often. The owner has strongly recommended that I don't buy that sub-compact 40 S&W in his glass case because it is almost impossible to do a quick double tap due to the upward recoil.
So, I give him all the business I can, including buying ammo and supplies. Fortunately, his ammo prices are comparable to the lowest I find anyplace.
Ron
The regular gun shop I go to is owned and operated by one fellow. Some people say he is a bit aloof, but that attitude disappears once he gets to know you. He treats me fairly when I buy a gun or have one shipped to him. I probably could save $10-30 or even $100 here or there if I bought through the net, but then the people on the net wouldn't show me how to take apart the AR15 down to disassembling the bolt and clean it thoroughly. The shops on the net and around town wouldn't caution me that the gun I am looking at is probably good, but the previous owner obviously didn't clean it often. The owner has strongly recommended that I don't buy that sub-compact 40 S&W in his glass case because it is almost impossible to do a quick double tap due to the upward recoil.
So, I give him all the business I can, including buying ammo and supplies. Fortunately, his ammo prices are comparable to the lowest I find anyplace.
Ron
TheNocturnus
New member
Customer service got my vote. My LGS has seen me go through more guns than the amount of shoes my wife owns. The have been very patient and understanding with my decisions on my BUG choices. They are a top notch business and have been great to me since day one. Their prices are higher than another gunshop I frequent but it is worth it for the service.
By the way it is Gunner's Firearms in Raymore Missouri if anyone is in town and wants to check them out, I highly recommend them.
By the way it is Gunner's Firearms in Raymore Missouri if anyone is in town and wants to check them out, I highly recommend them.
Gun shops are like any other business. Treating customers well, listening to them, and matching their needs with a product at a decent price will result in a successful business.
However, I'm going to suggest here that the vast majority of gun shop owners just don't get it (above). I say this because I travel the country and visit shops whenever I get the chance. Finding a shop with courteous helpful staff is the rare exception, certainly not the norm.
I live in a small town, and we have one gun shop. The last time I walked in there, I was looking for a simple brass .38 cleaning jag. When I entered the store, I was the only customer, and the two employees on duty both sat behind the counter staring at me, saying nothing. I asked, "Do you have brass cleaning jags?" One employee responded, "No." I then asked, "Really? I thought I had seen them here in the past." He then asked me, "What is it?"
Is that classic? Not a customer in the store, and these two guys wouldn't get off their rear ends and even try to help. As it turns out, I found what I was looking for within a minute, educated both of these winners about what a jag is, bought it, and left. I haven't been back since...about 3 years now.
I'm willing to drive an hour to Prescott Valley Guns to get some decent service. Does that tell the story? It's about service!
However, I'm going to suggest here that the vast majority of gun shop owners just don't get it (above). I say this because I travel the country and visit shops whenever I get the chance. Finding a shop with courteous helpful staff is the rare exception, certainly not the norm.
I live in a small town, and we have one gun shop. The last time I walked in there, I was looking for a simple brass .38 cleaning jag. When I entered the store, I was the only customer, and the two employees on duty both sat behind the counter staring at me, saying nothing. I asked, "Do you have brass cleaning jags?" One employee responded, "No." I then asked, "Really? I thought I had seen them here in the past." He then asked me, "What is it?"
Is that classic? Not a customer in the store, and these two guys wouldn't get off their rear ends and even try to help. As it turns out, I found what I was looking for within a minute, educated both of these winners about what a jag is, bought it, and left. I haven't been back since...about 3 years now.
I'm willing to drive an hour to Prescott Valley Guns to get some decent service. Does that tell the story? It's about service!
HogManMagnum
New member
LawScholar pretty much summed it up for me:
Too many times at too many shops I've been made to feel more like a bother than a valued customer. Not sure why this is so common in the gun world but indeed it is. Any shop that makes me feel welcome gains an immediate advantage.
Price is secondary, but still very important. I often buy online, as I like older models, surplus, etc, so the FFL transfer fee is a big deal to me. Anything over $25 is a deal-breaker. As far as new gun pricing, I understand that they are a business that is trying to make money, but I've done my research so don't insult my intelligence by charging $75-$150 more than the average retail price. Too many businesses (and not just gun shops) make a living by preying on the naive and uninformed.
Ironically, in the last few months I have found 2 shops in my area that have won me over with both service and price. One is a small pawn shop where I went to do a transfer. Friendly, personal service and a flat $25 transfer fee (including the $5 background call) have guaranteed him all my future business for transfers.
The other shop I ended up at just to look at a used .38 that I was told they had. I ended up buying it. They were friendly and accommodating, and when I asked the owner (who was about to leave) their price on the new Ruger 1911 he stopped and called his distributor and gave me a damn good price. And he shook my hand before he left. Even if I did find the Ruger for a few dollars less elsewhere, I would go buy it from them. Good service is always worth an extra few dollars.
Too many times at too many shops I've been made to feel more like a bother than a valued customer. Not sure why this is so common in the gun world but indeed it is. Any shop that makes me feel welcome gains an immediate advantage.
Price is secondary, but still very important. I often buy online, as I like older models, surplus, etc, so the FFL transfer fee is a big deal to me. Anything over $25 is a deal-breaker. As far as new gun pricing, I understand that they are a business that is trying to make money, but I've done my research so don't insult my intelligence by charging $75-$150 more than the average retail price. Too many businesses (and not just gun shops) make a living by preying on the naive and uninformed.
Ironically, in the last few months I have found 2 shops in my area that have won me over with both service and price. One is a small pawn shop where I went to do a transfer. Friendly, personal service and a flat $25 transfer fee (including the $5 background call) have guaranteed him all my future business for transfers.
The other shop I ended up at just to look at a used .38 that I was told they had. I ended up buying it. They were friendly and accommodating, and when I asked the owner (who was about to leave) their price on the new Ruger 1911 he stopped and called his distributor and gave me a damn good price. And he shook my hand before he left. Even if I did find the Ruger for a few dollars less elsewhere, I would go buy it from them. Good service is always worth an extra few dollars.
HogManMagnum
New member
True, but remember that most gun shops are small businesses and the owner/owners usually spend a lot of time working behind the counter. They definitely aren't making minimum wage and they also set the rules and the example for their employees to follow.
Now,the really large shops and places like BassPro/Cabelas/Gander, that's a whole different animal.
Well, Rusty, it starts with the owner of the gun shop. He sets the example for his employees. If he's treating customers well, he can hire employees as his business grows. Employees will follow the example and instructions given by the shop owner. If they work out well, they will make more than minimum wage, and maybe even a commission on gun sales. As the shop does well, that same employee might be promoted to manage the second location when it opens across town. See how it works? It's called capitalism, and it works every time it's tried!
SPEMack618
New member
I had two LGSs growing up, one of which was on the square downtown, and my first 10/22 came from, along with a very nice Benjamin air rifle. It has long since closed down, and sadly, I was never eally old enough to appreciate it.
My current gun shop, is about thirty mintues down the road, and with a few exceptions of rare pawn shop finds, buying from a friend, and gun shows, every gun I have ever bought came from there.
The earned my loyalty, forever pretty much, when I was in the eight grade.
My 10/22 came with the now-discontinued composite "boat oar" style stock. Which after a growth spurt, I couldn't properly shoulder because it seemed short.
I was discussing this with Pops at the gun store one, and the owner overheard me, and went into the back, now mind you this was a saturday in early fall, and the store was packed wall to wall, and came back in a few minutes with a Ruger shipping box. For five dollars, he sold me a replacement stock, a full sized walnut one, that Ruger had accidentally shipped him. Five bucks! Barrows Automotive and Gun had a customer for life.
My current gun shop, is about thirty mintues down the road, and with a few exceptions of rare pawn shop finds, buying from a friend, and gun shows, every gun I have ever bought came from there.
The earned my loyalty, forever pretty much, when I was in the eight grade.
My 10/22 came with the now-discontinued composite "boat oar" style stock. Which after a growth spurt, I couldn't properly shoulder because it seemed short.
I was discussing this with Pops at the gun store one, and the owner overheard me, and went into the back, now mind you this was a saturday in early fall, and the store was packed wall to wall, and came back in a few minutes with a Ruger shipping box. For five dollars, he sold me a replacement stock, a full sized walnut one, that Ruger had accidentally shipped him. Five bucks! Barrows Automotive and Gun had a customer for life.
603Country
New member
Loyalty to a gun shop actually sounds pretty silly to me. That's like loyalty to a lawn mower repair shop or a convenience store. They sell things or services and I buy things and services and my objective is directly opposed to their objective (profit). I may have a favorite gun shop, but loyalty has absolutely nothing to do with it.
onepercent
Inactive
#1. Knowledge of what they sell; not just facts and figures, but the practical kind gained from experience.
For example, a mediocre shop can tell you which optics fit your firearm. A great shop will tell you which ones match your intended usage, and will steer you clear of the junk. Sure, they're in it to make a buck, but they'll let you know if a great price on an item is really a great deal, or more of a "get what you pay for" option.
And if a great shop doesn't have any experience with an item, either personal or from customer's testimonials, they'll be honest enough to tell you exactly that.
For example, a mediocre shop can tell you which optics fit your firearm. A great shop will tell you which ones match your intended usage, and will steer you clear of the junk. Sure, they're in it to make a buck, but they'll let you know if a great price on an item is really a great deal, or more of a "get what you pay for" option.
And if a great shop doesn't have any experience with an item, either personal or from customer's testimonials, they'll be honest enough to tell you exactly that.