You get one wish from Guitar Center.........

[Eggman]

One wish is a tough decision between-
Better sales staff, I can't stand the trendy staff who looks down at you for not being as hip as them.
Or turn down the piped in music, it's always so F-ing loud in there I can't think.

Crap, I am old.....

I agree with this. Between the music and the wankers trying out the guitars/basses as loud as they can - it really is hard to have a conversation with a salesperson.

"What" and "can you repeat that" should not be part of the sales process or conversation.

 

[shamus63]

I know its been discussed several times here, but resolution on the case issue.

That instruments that come from the manufacturer in a hardshell case automatically include the case with the purchase and that it is reflected on the price listed on the hang tag.

This is the one issue that sticks out in my mind at GC...if the bass (or guitar) came with a HSC or gig bag, then sell it as one unit.

Not like you're going to let a high-ticket axe go without protection for very long anyway...at least I'd hope not.

 

[Spudmurphy]

Have a good training system set up for your staff.

Employ a full time trainer to evaluate the staffs knowledge, and to educate them on things like good customer service, dealing with irate customers, knowledge of products.

Get the trainer to conduct a learning needs analysis and come up with a training program this could include specialization in some aspects for certain staff.

I train people for HM Government and I educate staff on taxation - now if I can make that interesting, teaching music shop folk would be a doddle !!

 

[Marty Albertson]

Wow....while I don't have a moniker like "BP"..."Mr. Albertson" is over the top...thanks for the respect but Marty works great.

 

[PugNinjas]

Thanks for the opportunity to make some suggestions, it shows that GC is really looking to make everyone happy.

I would really love to see the stores offer a "How to Change Your Strings Tutorial".
I'm never too busy to show new guitarists some playing tips but the amount of times I have seen trainwreck string change attempts has to be in the hundreds. I was lucky enough to have a local Mom & Pop store to hang out when I was growing up and they would teach me all sorts of stuff, all I had to do was go and pick up thier lunch.

Another thing I would like to see has been mentioned previously. I like to see how an electric guitar resonates without being plugged in, but there is rarely and area quiet enough to do so.

The staff at the GC in Vegas (Flamingo...er I mean TROPICANA ) is great and I actually felt proud to inform them that EBMM offers guitars with MM90's. You can't expect everyone to be as up to date as us forum freaks who get sneak peaks from BP and the crew and daily reviews from each other.

 

[Marty Albertson]

Ed, Michael, Keith, Brain, Jeff.......please jump in here and providing some answers to these great questions......

 

[T-bone]

One of my first thoughts, when walking in to one of your stores, is I've fallen outside your demographic. I'm too old (52 but hey, 52 is the new 40). I'm dressed too well. I look like a complete dork with no tatoos, no piercings and my shirt is tucked in. Consequently, I get paid very little attention. I did purchase a buttercream L.E. last year from your Beaverton Oregon Store, and have nothing but praise for the store manager who helped. He, however, has found a new calling and, much like many people in retail, has moved on.

It's important to note, Sir, I'm now in my 50's and am certainly at the peak of my earning potential. My wife, still being in her 40's (okay late 40's) has yet to reach her peak in terms of earning. My children are raised and through college. My mortgage is leveraged and leveraged again in order to purchase more real estate and commercial properties. I have money in the bank and I still have money left over each month. So when I wander in to one of your stores, I'm amazed that I (and I'm sure I'm not alone here) can come out of there without making a purchase of some sort.

Another item of note, although it's been addressed, is the noise level. Not so much the recorded music, but mostly the guitar wankers. Some of those kids (not all, but many) believe the louder it is, the better it sounds. And there may have been a time when I felt the same way (1969, 70, 71, 72,73 Led Zepplin concerts). But not so much anymore. If anything, it will drive me out of the store into some of the smaller, independent retailers - which is where I've just purchased a new 30th.

Thank you for taking the time to read this, thanks to Sterling for hosting this, and I hope you find all of our comments of value.

tbone

 

[Jodizzle]

Marty is a great name! It is my fathers, but most of the time we call him McFly.

Anyway, I appreciate this thread as well. Something I would like from GC is more of an experience than a certain product. I am not accusing GC of the following, but rather expressing my personal dream for any retailer....

I don't want to walk into a place and have someone busting my hump (or lady lumps) from the get-go to purchase. **Like I said, I am not accusing GC of this - it's never happened** I don't want to walk away having dropped money on something feeling guilty and remorseful .. all this because the salesman talked me into it. I would love to cruise into a shop and feel connected with the people behind the counter, because we share a common love. To be able to chat with them about new products, new designs, things to look forward to - all without the underlying, unspoken obligation to buy. I love GC's and haven't had a bad experience. I'm just suggesting to promote a "family" feel as far as the interaction between staff and customer. For us music "knuckleheads", the product sells itself!

Thanks Marty!

 

[Marty Albertson]

So many great ideas.......let's address a few....

1. Inventory.....MM makes a certain amount every month and we do our best to get as many as we can use which based on the current demand we are not getting nearly enough.....but having a very limited supply keeps the quality high and the "mystic" of the brand is driven in part by its scarcity. With that said our team will work with the EBMM team to see if we can improve inventory levels.

2. Staff.....I think it is unrealistic to think that all our sales staff will be as knowledgable about EBMM as many of you. We have a very large product training team that certifies our staff at three levels....A,B,C.....when in a store find out what certification the salesman is and if he is a "C" level that means he is pretty new....try to find an "A" level guy or at least a "B" and you will have much better luck getting the kind of knowledge you want.
Remember, most salespeople in a music store would rather be playing full time and selling is not their first love. They are just like you in that they love playing music and most times have the best of intentions to help but stumble at times when trying to learn soo many different products. We strive to have all "A" level staff but realistically we area able to achieve about 33% at "A"....

3. Air conditioning has been a source of much debate around here for years. It is even more hazardous in our acoustic and vintage rooms as these instruments are much more fragile. We have evaluated many solutions and to date have something that works just OK in our acoustic rooms but for the large guitar floors it is next to impossible especially with so many doors always opening. Humidity disappears very quickly when a door in left open. We are looking at a few new technologies that might help but this is a very difficult problem without a resonable solution...YET !!

more to come later......as I read through more posts

 

[Marty Albertson]

thanks T-Bone.....One of our main philosophies is hands on....letting the kids play is what inspires many to play on...I am also in my fifties and it is becoming increasingly difficult to relate to the young but last year BP and I went to a Warped Tour stop and I found the spirit of music alive in this great generation of our kids. The store staff should be monitoring the kids playing "Stairway to Heaven" so as to not blow out the senior set......interestingly enough we have found the 45 and older customer to be a growing segment of our sales. I never go to a concert any more without earplugs !!! Getting old ain't great but we also are not struggling to find a dollar to pay rent either. Next time you go into a store ask to try out some Balls in one of our private rooms...many stores have one just for this purpose.

 

[bubbao]

tip

I visit a lot of our stores and man the guitar area can get very loud. So if you're trying out that new guitar or bass and you just can't hear it, ask the salesperson to set you up in a quite spot somewhere else in the store. Most times they can accomodate you.
Ed Ocean
BTW Marty you're too quick, you beat me on this reply by 2 minutes!

 

[Marty Albertson]

Hi Jodizzle....that is our goal as well...our staff is instructed to make contact with a customer very early on just to let them know we know they are there...then they are to leave them alone for awhile to let them browse and get cosy...we then like the sales staff to check back in about 5 to 10 minutes later to help the customer through the buying process. Our guys are on commission and sometimes can be too pushy but I prefer that to indifference....ultimately each and every customer has their own level of sales service they prefer and we hope our staff tries to figure out what is best for each customer. The worst scenerio is when a customer spends 10 to 20 minutes in a store and no one talks to them.

 

[Dr Stankface]

I agree with Chuck. I'm a righty all day long but I can't tell you how many times i've been in a store and heard someone say, "I wish they had a lefty of that." (Or something to that effect.)

As far as us rightys go, i'd like to see a more even mix between all brands in general. I notice that in some stores, they'll have 20 F***ers, 15 Ibane*s, and maybe 2 or 3 EBs. Now i've been in some that have it the other way around. Although i'm guessing that the reason why they do this is because some basses sell better than others in certain parts of the country.

And maybe have a little better up keep of some instruments. I know that GC bust their butts everyday trying to please customers and I understand that they can't get to EVERY instrument but there's a Sterling at the Atlanta GC that's been sitting without a knob and switchtip for over a year.

With all that said, GC rocks.

 

[Disquieter]

If i could have one wish from Guitar Center....

Better communication to all levels of employees. When something new is coming up, all employees should know about it, it should be up to the managers to make sure that all their crew understands the promotions or events.

Maybe more autonomy for individual stores. More control over inventory and ordering. Consistency is good, but I think offering a bit of individuality would not only give each store a more friendly mom&pop vibe, it would make the sales crew take more ownership of their floor and have more pride in the appearance and condition of the inventory. This would be good for customers and employees alike.

There's more but I think we were asked for one wish.
feel free to PM me if you want me to elaborate or anything.


thanks
Joel D.

 

[Marty Albertson]

If I understand the case issue correctly.........we find that most customers want to choose which case they want with the bass or guitar they are buying. Since they all sell for different prices it seems more logical to price the instrument without the case and let the customer choose which one is best. If we priced with a case the price would obviously be higher and then when the customer wanted a different case you would have to back out the cost of the case and work a different costed case into the purchase. More time consuming......we think.

Let me know if there is something I am missing here.

 

[Dr Stankface]

If I understand the case issue correctly.........we find that most customers want to choose which case they want with the bass or guitar they are buying. Since they all sell for different prices it seems more logical to price the instrument without the case and let the customer choose which one is best. If we priced with a case the price would obviously be higher and then when the customer wanted a different case you would have to back out the cost of the case and work a different costed case into the purchase. More time consuming......we think.

Let me know if there is something I am missing here.

Looks like you hit the nail on the head. It's a very logical way to think about it.

 

[syciprider]

Hello Mr. Albertson and thank you for the hands on environment that GC provides. It really helped turn me onto Music Man basses that I was able to try them @ GC.

My one wish is for more employee training or orientation so they can provide accurate answers to customers' questions. I cringe at the advise I overhear there at times.

This does not take away from the fact that my overall experience with your sales force is positive.

 

[Eggman]

thanks T-Bone.....One of our main philosophies is hands on....letting the kids play is what inspires many to play on...I am also in my fifties and it is becoming increasingly difficult to relate to the young but last year BP and I went to a Warped Tour stop and I found the spirit of music alive in this great generation of our kids. The store staff should be monitoring the kids playing "Stairway to Heaven" so as to not blow out the senior set......interestingly enough we have found the 45 and older customer to be a growing segment of our sales. I never go to a concert any more without earplugs !!! Getting old ain't great but we also are not struggling to find a dollar to pay rent either. Next time you go into a store ask to try out some Balls in one of our private rooms...many stores have one just for this purpose.

While I understand this - and actually used a quiet room the other day to listen to the Markbass gear - the overall noise level and competing sounds in the store makes me very anxious and actually makes me want to spend less time in the store.

 

[Marty Albertson]

We want you to stay amd enjoy.....do you know the manager well enough to ask him to turn down the music a bit when you are there ?

 

[Marty Albertson]

By the way Ed O is going to correct me on my post about the cases.....I guess there are times it makes sense to price with case and we do...he will be clarifying this for you all....