Gearslutz.com - View Single Post - Part of the solution---if you shop at Guitar Center, read this

mdme_sadie · 15th December 2007, 07:19 AM

I honestly quite like guitar center, but certain things would be good to change, the first two are to do with the product itself

1) Take better care of the products, I've had boxed products that were damaged through clearly having been dropped or hit quite hard (the outside of the box showed only minor folding in a corner, the metal device therein bent out of shape).

2) Don't attempt to resell opened goods as unopened. It's this sort of thing that undermines the trust relationship with the customer and stops repeat custom, I've only had this happen to me once, I know others that have also experienced this.

Now onto the whole customer experience -

3) Please get people to use the isolation rooms and don't have them playing guitar at 11 for ten minutes at a time. A lot of people going into GC value their hearing, also it's really hard to hear whatever instrument or piece of kit you're interested in over that stuff, and if you can't hear it you can't really make the call on buying it.

4) Have one of the specialists in each area be the main phone guy for the day and have them be the only person in that area to answer the phone. Make sure that sales representatives see the sale through before answering any calls and that they really do call customers back when they call them.

One of my pet peeves with GC is how the person you're dealing with will just wander off, start answering the phone, dealing with other people in the middle of a transaction with you. The thing is it's not good business sense, the more time you give people to mull over a purchase the greater the chance that they'll decide against it or start feeling buyers remorse, I'm not saying be brusque with people and rush them through like at a take out, quite the opposite they need a lot of reassurance and care on their way out, but don't test their patience once they've made a decision.

15th December 2007, 07:19 AM	#74
mdme_sadie Gear addict Join Date: Nov 2007 Posts: 399	I honestly quite like guitar center, but certain things would be good to change, the first two are to do with the product itself 1) Take better care of the products, I've had boxed products that were damaged through clearly having been dropped or hit quite hard (the outside of the box showed only minor folding in a corner, the metal device therein bent out of shape). 2) Don't attempt to resell opened goods as unopened. It's this sort of thing that undermines the trust relationship with the customer and stops repeat custom, I've only had this happen to me once, I know others that have also experienced this. Now onto the whole customer experience - 3) Please get people to use the isolation rooms and don't have them playing guitar at 11 for ten minutes at a time. A lot of people going into GC value their hearing, also it's really hard to hear whatever instrument or piece of kit you're interested in over that stuff, and if you can't hear it you can't really make the call on buying it. 4) Have one of the specialists in each area be the main phone guy for the day and have them be the only person in that area to answer the phone. Make sure that sales representatives see the sale through before answering any calls and that they really do call customers back when they call them. One of my pet peeves with GC is how the person you're dealing with will just wander off, start answering the phone, dealing with other people in the middle of a transaction with you. The thing is it's not good business sense, the more time you give people to mull over a purchase the greater the chance that they'll decide against it or start feeling buyers remorse, I'm not saying be brusque with people and rush them through like at a take out, quite the opposite they need a lot of reassurance and care on their way out, but don't test their patience once they've made a decision.