CG Dumbness strikes again!!!

[TheAntMan]

Went to my local GC today for some EBMM loving. I like to try the different configs H, HH, and HS on Stingrays and Stirlings. I was totally bummed that there were no Bongos to love on.

Anyway, there I am check on the EBMM when the always wanting to be "helpful" Mr. Salesguy come to see if I'm "Ok" and did I need any "Help". I smile politely and said "No thanks, I'm fine, thank you". Mr. Saleguy slowly oozes away.

After trying out about 5 EBMM basses for a little bit. I walk around just to see what other basses are being peddled to the masses. I turn around and yup!, Mr. Salesguy is right behind me. "Did you need some help?" he asks. So, I decide to take a chance -- please pay attention and learn from my mistake -- I tell him I am an Ernie Ball Man and I ask him when the new Big-AL and 25th Anniversary basses might start coming in. He looks over to the EBMM basses and tells me that "Oh, Ernie Ball doesn't make any other basses and the 25th Anniversary is only available on special order and will not be in stores" and that "the pickup configuration, bodies and preamps don't change, they are like Fender and they only make the same basic types of basses you see here."

This totally ticks me off!!!

I look at him for a second and start outlining the err of his ways by informing him of the features of both the Big-AL and the 25th Anniversary which will be a regular production item after this year. I explain the new body designs, the new preamp, pickup options, and push button selection with active/passive and series/parallel options. At this point, Mr. Salesguy, to his credit, realizes he has offended me and slowly tries to remove his foot from his drooling mouth.

I ask him if he has access to the web. He tells me he does. So, I tell him to look it up on MusicMan Instruments website, which he does and begins to ooh and aah at the new EBMM basses and all the various options and configs that are available.

Now, Mr. Salesguy is try to plant the seeds of a future sale and tells me how his store is a "PLATINUM" store and will definitely get these in and will contact me as soon as they come in. So, I give him my name and phone number so he can let me know when they show up.

By now one would think Mr. Salesguy would have learned his lesson but NOOOOO!!! I mentioned that is was too bad they didn't have any Bongos available and what does old bright eyes tell me?!? "oh, yeah, well, they didn't have very many color selections, they only had a maroon color available and no one wants a maroon colored bass"

Again, this ticks me off!!!

So, I once again give old doesn't know when to keep his mouth shut another tongue lashing on the available colors on Bongos including my Sapphire Black and Lava Pearl Bongos.

Brothers and sisters of EBMM, do not let your friends and loved ones go to GC alone. Go and guide them so they will not fall prey to the evil sales serpents of GC.

-- Ant

ps..sorry if my ranted was too long but aaaarrrgggg!!!!

 

[phatduckk]

im gonna close this up b/c we've all heard GC stories a million times. They're working on new training material/techniques for their staff and hopefully things get better.

This thread's closed 'till BP decides to open it back up

 

[Big Poppa]

I opened this for a couple of reasons....and it isnt to embarrass Guitar Center...Censorship is one of them. Not all of GC people are informed and if they blow it his bad then this is what happens. The other is to constructively see if any of you can help when confronted with this at any store.

Be patient and nice but explain as ant did.....he may have gotten this guy excited for the new stuff and we need the help.....

 

[Psychicpet]

wow. well Ant, thanks for having the patience with the sales guy, and for doing the edumacation thing.

definitely can get to be a frustrating thing having to educate folks, but hey, it's worth the time and effort less ignorance in the world is a better world

 

[sloshep]

I take a different approach when I go in (gentle). Some of the times I am engaged, other times I am ignored by GC staff. I frequent about 5 -7. GC stores in my travels. When I am engaged I try a non threatening approach with the sales guys. It would go something like this...(my new opener) Hey, have you heard that Ernie Ball is coming out with some new basses? Wait for the response. Then introduce myself as a member of the forum. This way he gets a clue I know what I am talking about. Then I try to gently inform him of what is going on. I also try to answer any questions he has about the product. Then let him fill in the blanks about on what he knows from his side. This has worked surprisingly well out there in the past. At one point I had two sales guys talking to me (slow night) and we got along great. When I left we knew each others name and they were better informed on the product. I doubt there will ever a young GC sales guy that will know as much as I do about EBMM basses. I guess I kind of see myself as part of the unofficial "street team" for spreading the word on EBMM basses. Plus it kills time on what can boring road trips away from home.

Next plan is to start sending follow up vist emails to the store managers if I find any damaged or dead battery basses. Not to be mean, but just letting them know.

 

[Road Pop]

I try to be nice to all salespeople. I remember when I was told EBMM didn't sell 2 pup basses more than a year after they came out. Some people don't keep up on new basses. Some people's "expertise" might be in another department. I give them the benifit of the doubt. Then educate them if need be. Always leave a good impression. The person you "help" may be the same one that gives you a once in a lifetime deal down the road. (hey, we just got a used suchnsuch in).

GC has been around for a long time, I try and make the best of it. At the same time, I'd rather nudge some knowledge along than have things I'm not interested in pushed on me.

 

[Slingy]

Sorry I just don't agree, expecting sales people to know about stuff that doesn't even exist yet in their store is rediculous.

 

[TNT]

I like Guitar Center, one of my favorite stores!

They go through an enormous amount of sales people, the turnover is quite high. So, with that in mind, most all are drawn there by their love of music gear, and each one knows a little about certain brands (usually the brand they were familiar with before they started working there.).

On the other hand most EBMM owners (like myself) are quite knowledgable with "our" brand, and quite honestly "we should" know more about EBMM products than them!!

They are just "salespeople", simply educate them politely, and it's a win win for everyone!!

 

[Aussie Mark]

GC is a big chain (of franchises? not sure), they could learn from McDonalds (aka the US Embassy). No matter if you like the plastic bugers or not, Maccas are so successful because they have standard procedures and great training for new staff - you walk into any McD's anywhere in the world and the experience is the same - good service, consistent product, reasonably clean public areas etc. If GC had a consistent process for inducting and and providing product training for new staff, we would hear less of these horror stories I expect.

 

[Aussie Mark]

Sorry I just don't agree, expecting sales people to know about stuff that doesn't even exist yet in their store is rediculous.

If the customers know about the stuff, why shouldn't the sales staff know about it? I would have thought that senior GC managers would have been at NAMM, and it would be their repsonsibility to ensure their sales staff are aware of soon to be released products that they will be stocking in the their stores. No different from car dealers going to the motor shows and finding out which new models GM, Ford etc are building for next year.

 

[iamcatwarrior]

*Raises paw*

Ultimately, going into GC, it comes down to what you know about what you have played. The other day, I walked into my local GC knowing what I would have liked to purchase perhaps a few months down the line as far as MM basses go (a new SR4 HH), checking out their selection of those instruments and options they had.

I really don't have an objection to the salespeople having a lack of knowledge about something; really, I just like to talk about the instruments at this point and just schmooze with the salesguy. In fact, the guy I was talking to knew a lot; he also didn't resign himself to the "No one wants a maroon bass"-like statements.

 

[bovinehost]

GC is a big chain (of franchises? not sure), they could learn from McDonalds (aka the US Embassy). No matter if you like the plastic bugers or not, Maccas are so successful because they have standard procedures and great training for new staff - you walk into any McD's anywhere in the world and the experience is the same - good service, consistent product, reasonably clean public areas etc. If GC had a consistent process for inducting and and providing product training for new staff, we would hear less of these horror stories I expect.

I have a tendency to defend the average GC salesperson....there is of course a good point being made by Mark, but there is a vast difference between the McDonald's menu and the amount of gear found in the average GC.

Customer: "What comes with combo number 5?" (Counter staff turns around to read giant lighted menu.)

Customer: "What's the body wood on that Fender 60th Anniversary Reissue Joe Blow Signature Custom Shop that was special ordered then never picked up?" (Sales guy drools.)

And you bassists - try to imagine training a GUITAR PLAYER. I won't ask you to try to picture training a drummer as we all know this is teaching a fish to ride a bicycle.

We are enthusiasts here. Your average Knucklehead knows WAY more about Music Man than any (non-forum) musician will ever hope to know. So on one level, you really shouldn't expect your guy to know about basses he's never heard of, much less seen. And you know someone's eventually going to ask him about digital audio workstations or djembe drums or replacement pickups. There's a lot to choose from at Guitar Center.

I was re-reading Ed's post about customer service and giving this some thought:

"There was one bass player on the crew named Long Lee and he got EVERY bass related sale. Why? He was knowledgeable, he knew the sh*t."

Well, I'm no sales-floor genius, but if I were a GC manager, I'd shoot for having a Long Lee for bass, another for guitar, one in the drum section....there's nothing wrong with specialization.

And while I personally would be bass-centric, there's nothing to prevent me from learning about esoteric snare drums or coated acoustic guitar strings. And if someone asks me about samplers, I could say, 'Hold on, let me get the expert.' But only until I'm just smart enough to make that sampler sale myself.

While most of us will deal quite nicely with a lack of information ("I don't know, but let me find out"), we tend to throw the BS Flag when we get BAD information ("Music Man only makes these models"). Maybe the sales guy is afraid to look dumb. (Never been a problem here!) But that again is a question of training. No one should be afraid to say, "Not sure. Let me find out." As moderator here for lo these many years, I've certainly used the line a time or two. Or perhaps more. Ahem.

Educate gently, Knuckleheads. You have inside information much of the time; use your power only for good!

And as I always say, remember the bad old days before there were such things as Guitar Center. We're still way ahead of the curve.

Jack

 

[Russel]

I love Jack.





I was going to make that point... that is, the mcdees difference.


so uh, i guess...
+1

 

[ggunn]

Really, Guitar Center is just like any other big box store. They have a large inventory, so it's a good place to go if you know what you want to see. Also like other big box stores, they don't pay their staff very well, so finding salespeople there that don't know much about a particular line of gear is too easy. YMMV, but I think that giving one of those poor underpaid schmucks a ration of s*** for not knowing all there is to know about XYZ bass guitars is a bit of a cheap shot.

 

[TheAntMan]

Just to be clear...

I agree that we are enthusiasts. I did not expect him to know all about the new models, but to at least say "let me check on that", especially if I am mentioning the new models, but instead he told me not to expect anything different from EBMM, that was what he was selling me or anyone else asking.

I was very polite and informative to Mr. Salesguy even as I was steaming inside at his arrogance.

I did get him to look it up on the EBMM Website and look at the new basses, their features and get familiar with the different configs of existing models.

I did get him excited about the new models and he was going to speak to the store manager about ordering some for the store.

I did get him to put me in his personal contact file to call me if anything came in.

Overall, I think it came out positively and now he will be able to tell someone looking at basses that EBMM has a lot of options that he can order for them.

-- Ant

 

[Grand Wazoo]

If its not financially affordable for the GC managers to send their staff to be trained at the SLO Factory, perhaps EBMM should send a "trainer" on the road to every major GC store to hold workshops with the intent to educate their staff in the full EBMM range, availability and demo basses to be carried along for the staff to familiarize with so that they will know what they are potentially capable of selling instead of the same old F€nd€r stuff.

That way they can't claim not to have been informed.

Failing that EBMM could send a bunch of promo DVD to all the stores to be played back to back in the bass section.

 

[bovinehost]

I was very polite and informative to Mr. Salesguy....I did get him to look it up on the EBMM Website and look at the new basses, their features and get familiar with the different configs of existing models.

Perfect work! Remember.....use your Knucklehead powers only for good!

 

[Big Poppa]

THis is the direction I was hoping it would go


I have a saying "would you go to a Doctor who knew less than you about the human body" Iwouldn't but some do....

Marty has asked in the past for our help and I am asking too....Wave the knucklehead flag and spread the story in a positive light. I know this isnt a cult and there is zero obligation for you to do this....but we are a small factory that can only visit so many stores and even if we did the turnover is really high.

I also want to make sure you know that there is nobody in the Guitar Center management chain that approves of people talking crap...they spend a fortune training and really have a passion for doing the right thing. That being said there is always room for improvement and sometime more than others...That's where you can help us fix it on the grass roots level

thanks a bunch!

 

[Psycho Ward]

I overheard a sales guy say one time say that EBMM didn't make left handed basses anymore. Trust me, I was polite.

 

[maddog]

you pulled out all the wallet photos, didn't you?