Guitar Center - Is it me?

[Marty Albertson]

Hi all.....sorry it took so long to respond to this.....I would hope that every customer gets greeted upon entering the store with a simple hello and an acknowledgement that we are available as the customer needs us. We do believe that we should provide some space to every customer to allow for time to settle into the store. With that said, given a reasonable amount of time ..5 to ten minutes...we want our sales staff to engage in a conversation with the customer to try to help them with a buying decision. Our best sales people have a good intuition as to how much interaction a customer wants so as not to come off pushy. However, we also believe that we need to sell. Our staff is on commission and I realize that this causes some issues, however, the alternative is a clerk based sale force that in my experience creates apathy and a worse environment for our customers. Most all of our staff understands two things if you state them....."please may I get some help"...or...."I do not need any help at this time".

Take charge when you are in the store......YOU ARE THE BOSS !!!!

 

[T-bone]

Marty - Thanks for the response! Very cool of you.

Please know this thread was not meant as a slam against GC, or any other retailer for that matter. Only an observation on my part that I seem to be completely ignored when I walk into some of your retail locations. As you can see from many of the responses, musicians seem to like that. I, however, like a little more attention (probably due to my lack of knowledge and experience). I like talking with pro's and always seem to learn something new.

Your 5 to 10 minute settle time is dead on! That's typically how long it takes me to find what I'm looking for, plug in, and hear the sound. Unfortunately, I haven't experienced your 5 to 10 minute rule as of late, which spawned this thread. And again, I'm just wondering if it's due my age, the way I dress, etc..... Maybe a few tatoos and untucking my shirt will help

Just knowing you're a part of this group, read these threads, and respond personally means a tremendous amount to us. BP has set the bar and you've certainly stepped up. You have a customer for life!

tbone

 

[Marty Albertson]

GC service level....

T-bone......they say retail is detail and they are sooooo right. 100% execution is what we strive for so your post was very helpful. Many retailers pay hundreds of thousands of dollars on research and secret shoppers to learn what we learn by being on this forum.......keep up the input it really helps......I brought up your forum comment at our staff meeting this morning.

Thanks for caring.

 

[RitchieDarling]

My most recent experience with GC was very positive!

It was at the GC on Peoria Ave. in Phoenix.

I was greeted at the door.

The non-pushy sales kid was very helpful.

I didn't go in to actually buy, but to look.

I found something I couldn't live without.

Ended up applying for the GC card.

That went smooth. But they didn't allow me enough credit to buy what I wanted.

So, this kid went to the manager and pled my case.

And I walked out with my MarkBass combo!

All in all, a positive experience.

AND......................

I had asked about an extension cab. The Traveler 151P. Which they didn't have.

He took my number and said he would call if one came in.

Another 1X15" cab came in and he called me anyway to see if I was interested.

So, they get an A+ from me! And the new store is very nice.

Ritchie

 

[Tim O'Sullivan]

All the GC's I have been to (mostly West Coast) have been a great experience. I have greeted and treated well, as well as being blown away with the sheer amount of stuff on display. Its so sad that we have nothing like this in the UK - you do not know how lucky you are to have a guitar chain like this!

 

[Aussie Mark]

I'm just wondering if it's due my age, the way I dress, etc.....

If the salesmen can't work out that the middle aged guy quietly trying out a few basses is likely to be in a better position to buy something than the teenager having a slap fest in the corner, then that's a worry.

 

[narcispy]

If the salesmen can't work out that the middle aged guy quietly trying out a few basses is likely to be in a better position to buy something than the teenager having a slap fest in the corner, then that's a worry.

I guess the salesman think I'm a teenager then. I never get help in that store anyways.

 

[Big Poppa]

Any of you notice that Marty didnt deny being Mynan's father?

 

[RitchieDarling]

Any of you notice that Marty didnt deny being Mynan's father?

I did notice, BP.....

Hmmmmmmm.............

R

 

[bovinehost]

Any of you notice that Marty didnt deny being Mynan's father?

Kind of gives you the heebie-jeebies, doesn't it?

Another thing I noticed is one of the non-US guys saying something to the effect of, "You lucky, lucky bastards. What we'd give here for a place like Guitar Center."

As I've said before, I remember when there was nothing like Guitar Center in the US, either. I like this futuristic world!

Jack

 

[Big Poppa]

I was in Guitar Center in Spokane, Wa today. Everyone in the store was really nice and helpful and I bought a lot of recording stuff using Marty's discount. I hear that was the best one.

THey also couldnt find my pro account so I payed them with an american express due to my being dropped from the pro section. THat will show those guys!

They did have a pearl redburst JP that looked good until you turned it over and it had a major gash. The had a coupla basses.

I also bought that little mini pod...really fun

 

[bovinehost]

Someday, I'm going to try it out. Go into a GC and say, "So Marty Albertson was at my birthday party, and his wife is really nice, now what's my price on this?"

Nah, I probably won't.

Jack

 

[T-bone]

I was in Guitar Center in Spokane, Wa today.

Spokane? That's not too terribly far from here. Let me know if you ever visit the Portland, OR stores. I'd love to be your driver. I might even break out the 69 280SE coupe (if the weather is nice - and no, it's not the cabriolet - way to rich for me).

tbone

 

[Big Poppa]

NIce car Tbone. I will be n the Portland area for the warped tour.

 

[kirkm24]

I've had similar experiences only worse. I went in to buy a fretless stingray. I told the guy I wanted to buy one then and he said he would get back with me in a minute. I sat in their "boom room" playing it for about 45 minutes, never heard from him or anyone else in the store. I went home and bought my fretless ray online. They lost a sale and a commission because they didn't follow through. Unfortunately they can't hire "real" professionals but a bunch of druggy kids that don't care about their job. They are just aspiring musicians holding a "day" job until something breaks through. I got news for them. I swear you have to have a min. of 5 facial piercing and 3 tattoos in order to work there. You'd think a customer dressed decent with a clean cut hair style probably has a good job and money to actually buy something but they apparently feel differently. I digress.

 

[Big Poppa]

KIRK I understand your frustration but do you think you may be throwing any innocent employees under the bus calling them all pierced druggies? They must sell someone something..they did 2 billion last year.

I get ignored in both GC's and Mom and Pops.

 

[mynan]

I bought a lot of recording stuff using Marty's discount. I hear that was the best one.

Uncle Marty wrote me a letter a few months ago giving me his discount. I can't believe he only gets 10% off. I used it to buy my Markbass cab. Then I forgot to get the letter back from the store manager before I left...oops.

 

[bovinehost]

I went home and bought my fretless ray online. They lost a sale and a commission because they didn't follow through. Unfortunately they can't hire "real" professionals but a bunch of druggy kids that don't care about their job. They are just aspiring musicians holding a "day" job until something breaks through. I got news for them. I swear you have to have a min. of 5 facial piercing and 3 tattoos in order to work there. You'd think a customer dressed decent with a clean cut hair style probably has a good job and money to actually buy something but they apparently feel differently. I digress.

I think your overgeneralizations about GC employees are a bit melodramatic. I've been to a number of GCs and haven't been waited on by anyone who was obviously on drugs, nor did I find facial piercings. (I didn't ask about tattoos.)

Not saying your experience was good, but it's just hyperbole to label every GC employee the way you did.

Jack

 

[kirkm24]

I definitely overgeneralized and I apologize. I'm just really upset that when a customer comes in a store and says "hey I want to buy today" that no one responds. I work in sales and have to fight just to get leads. If I get a paying customer coming to my door I am certainly not going to ignore them!

I also want to clarify that my bad experiences have only been in the Columbus, OH store. I haven't been to other locations that may be a lot better. I basically just stick to the online stores for now; at least I can get what I want most of the time.

I love my Stingrays and bought my fretted one at GC last year. I ordered the fretless from an retailer called GCM. I'm a die hard fan of the Rays! Sorry for the harsh post; just venting some customer dissatisfaction.

 

[T-bone]

Welcome kirkm24!

There's a saying around here, no pictures, no bass. Let's see em!

I will be n the Portland area for the warped tour.

Great! Let me know if you have any time available. Tour (Guitar Centers - just kidding), Jam (I play with some truly great musicians), golf (we do have some killer courses)?

Lemme know

tbone