So a few months ago, I had an experience at The Shooting Edge, which I had posted about, that made me lose a lot of respect for this organization. On the CGN community, people shared similar experiences, and some less than refined individuals had made some less than worthwhile comments.
I believe in sharing customer experiences with business decision makers because it allows them the opportunity to know what is going on, and how to change and improve their business.
I am happy to say that, after JR, the owner of TSE had reached out to me personally, I had a need to make a purchase from his store, that resulted in such a GREAT experience, that I have to share it as well.
Today was a busy day in their store, with phones ringing, customers waiting around for help, and new shooters waiting to get into the range. Much different from last time though, as soon as I walked into the store, within a minute I was greeted by someone who asked if I needed some help. I told them I was looking for someone named Sam, and he quickly told me that as soon as Sam was free, and he was done with his customer, he would connect me with him. He had just helped a customer look at some handguns before he turned right over to me to acknowledge me. I had worn some sunglasses and a hat so as to not be recognized, and really wanted to see if the change in customer service was authentic.
I can say with confidence it was. The employees were focused on the customers and worked one after another after another to make sure everyone, including myself was helped.
I ended up picking up a new Fabarm Shotgun, along with a small shell carrier. I had mentioned I wasn't a fan of the pistol grip on the shotgun. Within minutes, Sam (the employee that was then helping me) had located a traditional shotgun stock in the back, along with an OEM shell carrier. On top of that, he took the time to offer and install both components for me on the new shotgun, and even took the care to Locktite the new screws. All amidst a busy traffic of customers. I spent some time browsing the store while he was doing this, and throughout his time I had two gentlemen come and politely and unobtrusively ask if I needed help. Both with professional and pleasant demeanor. I was impressed.
JR, I am not sure if you had a team meeting, or took the time to talk to your people about customer service, but today everyone that I noticed demonstrated professionalism and focus on the people that were in the store. The personal touch you added was also greatly appreciated!
Now THIS is a gun range that I wouldn't mind (and would happily) visit, and visit often, and recommend. My hat goes off to you and your team for this renewed sense of focus on people.
I would easily summarize today as one of the best experiences I have had in a gun-store, period, and I am glad to be able to share this with the community.
I believe in sharing customer experiences with business decision makers because it allows them the opportunity to know what is going on, and how to change and improve their business.
I am happy to say that, after JR, the owner of TSE had reached out to me personally, I had a need to make a purchase from his store, that resulted in such a GREAT experience, that I have to share it as well.
Today was a busy day in their store, with phones ringing, customers waiting around for help, and new shooters waiting to get into the range. Much different from last time though, as soon as I walked into the store, within a minute I was greeted by someone who asked if I needed some help. I told them I was looking for someone named Sam, and he quickly told me that as soon as Sam was free, and he was done with his customer, he would connect me with him. He had just helped a customer look at some handguns before he turned right over to me to acknowledge me. I had worn some sunglasses and a hat so as to not be recognized, and really wanted to see if the change in customer service was authentic.
I can say with confidence it was. The employees were focused on the customers and worked one after another after another to make sure everyone, including myself was helped.
I ended up picking up a new Fabarm Shotgun, along with a small shell carrier. I had mentioned I wasn't a fan of the pistol grip on the shotgun. Within minutes, Sam (the employee that was then helping me) had located a traditional shotgun stock in the back, along with an OEM shell carrier. On top of that, he took the time to offer and install both components for me on the new shotgun, and even took the care to Locktite the new screws. All amidst a busy traffic of customers. I spent some time browsing the store while he was doing this, and throughout his time I had two gentlemen come and politely and unobtrusively ask if I needed help. Both with professional and pleasant demeanor. I was impressed.
JR, I am not sure if you had a team meeting, or took the time to talk to your people about customer service, but today everyone that I noticed demonstrated professionalism and focus on the people that were in the store. The personal touch you added was also greatly appreciated!
Now THIS is a gun range that I wouldn't mind (and would happily) visit, and visit often, and recommend. My hat goes off to you and your team for this renewed sense of focus on people.
I would easily summarize today as one of the best experiences I have had in a gun-store, period, and I am glad to be able to share this with the community.
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