Ok... We got it... Gc sucks!!!

[gearmaniac]

Just a had a funny idea...

We already figured out that there is something wrong with Guitar Center. But has someone stopped to think what is wrong with "US, the customers?"

As a former GC Pro Audio Department Manager I can say I had some of the worst experiences in my life working with GC customers. It wasn't the come once and never come back customers who bothered me, it was those so called PRO's that bothered me. I can admit I am not the smartest guy here on GS but I'm not that dumb either.

Problems with customers...
1) Every customer wants the deal of a lifetime. Most customers, not all, try to nag the salesman to the bone. Can you imagine spending an hour with a customer who wants to spend $950 for an EL Distressor. You know you don't want to do it but you already spent so much time with him and this might be the only sale to get that day. And instead of making $80 for yourself, you end up with $30. That's why the online stores are able to stay in business. They sell gear for what it costs or maybe $50 bucks less, and are able to keep good employees and pay them a decent salary.

2) Another problem is the return policy. I had a church engineer come and buy 10,000 worth of equipment. A pretty nice JBL system with some QSC power amps. I was really happy because even though I had *****d out that gear I had made about 350 bucks in one day. One week later he comes to the store and returns everything and decides to take about $5000 of Mackie powered speakers. YOU KNOW HOW MUCH WORK THAT WAS!!!!!!!! THAT RETURN GOES NEGATIVE ON YOUR CHECK, THEY TAKE THAT MONEY BACK!!! F**K I was pissed!!! Same thing with high end MICS. People take them home, bring em back 2 weeks later, smelling like s**t, with no box and expect the employee to be all happy and jolly with them.

I don't know if you all know the pay structure @ GC. Well let me explain, 1) you get 2 percent of your GROSS sales (total sales.) 2) you get 10 percent of the money you make for the store (the difference between sale price and base cost of product.) 3) there is minimum you get paid, which in the end ends up being about $200-250
but you don't get that money unless you don't sell anything that week. Sort of like a fall back plan. And like I said before, if someone returns something, it goes negative on your check.

OF COURSE WE ALL KNOW GC SUCKS BUT WE AREN'T THAT GREAT EITHER!!!! That's why I do as much research as possible before making any purchases and I'm pretty happy up to now... And yeah I still buy @ GC but like many people have commented: KNOW WHAT YOU WANT!!!!

Sorry if this thread, bothers some people, but have any of the other former employees of GC or of any retail music store have store stories, or at least something to say??

[adathead 53]

I have posted BOTH positive and negative comments in the forums about GC on numerous occasions. I have become good friends with one of the guys at my local GC, who is (as you were) the Pro Audio Department Manager. I just recently became aware of the pay scale and now I feel pretty guilty about asking for discounts (which will lower his commision) when he makes like 40% of the money I make a year working at the factory. And he has a wife and child and another on the way, while my children are all raised and my wife also makes a good income. I guess I just got too spoiled on 10-20% discounts that were really common until recently. As far as the corporation goes-yes they do have some issues, but compared to most businesses in this country I'd have to say they are very consumer friendly. There are many fine people who work for Guitar Center for less money than they're worth. And if we stop doing our business there these folks will make even less. I will continue to buy from GC and I will complain no more.

Larry

[gearaddict]

Originally Posted by adathead 53

I have posted BOTH positive and negative comments in the forums about GC on numerous occasions. I have become good friends with one of the guys at my local GC, who is (as you were) the Pro Audio Department Manager. I just recently became aware of the pay scale and now I feel pretty guilty about asking for discounts (which will lower his commision) when he makes like 40% of the money I make a year working at the factory. And he has a wife and child and another on the way, while my children are all raised and my wife also makes a good income. I guess I just got too spoiled on 10-20% discounts that were really common until recently. As far as the corporation goes-yes they do have some issues, but compared to most businesses in this country I'd have to say they are very consumer friendly. There are many fine people who work for Guitar Center for less money than they're worth. And if we stop doing our business there these folks will make even less. I will continue to buy from GC and I will complain no more.

Larry

+1..I have found a go-to guy in the pro audio dpt. also...He hooks me up the best he can..He even searches the popular web stores just to try and beat it!!!
I dont go there asking questions..I know what I want and what it does!!

SO Thanks to ED at the saginaw MI. store..you are very cool!!!

[gearmaniac]

thanks for posting guys...

anyone else want to chime in...???

[donsolo]

You know, that's really the only way to deal with a big box store.

Know what you want, know the best price and that's it.

I mean, the GC guys SHOULD be making their living selling MPCs to new producers, Squiers to soccermoms, and Behringer Pedals to highschool garage bands.

GC used to be the place I'd go to for pricing. Now with their new pricing policy, commision or not (there's other sales jobs, you don't HAVE to work in audio) they backed themselves into a corner. I'm also the guy who if I'm happy with the price (like my squier fretless J Bass) I just pay the sticker and don't complain. But if the price is not what I'm willing to pay, I speak up. If they can't get it to where I'm willing to pay it, I don't pay it. At least now, I don't have to have the conversation but then they don't have the opportunity to upsell me.

Isn't most of their money made on cables and small items anyway? There's a LOT more markup on a 10' Monster cable than there is on a Distressor (at least by percentage).

But seriously, I worked a commision job and when I wasn't happy with the money I was making, I got a better commision job in a different industry. Thinking you'll make a full living at GC is like thinking you'll make a full living as an intern.

The selection at my local GC sucks pretty hard. I know that most people buy Fenders, Epiphones and Deans but when I want to buy a Danelectro, I have to go elsewhere. And when I want to buy an amp other than a crate, vox, mesa or fender, I have to look elsewhere.

If you're not going to beat the hell out of the price, at least give me a better selection.

[MarkAtGC]

You're entitled to your opinions, but Guitar Center in no way subscribes to your sentiment about our customers. They are our lifeblood. Our reason for getting up in the morning. Without them, Guitar Center wouldn't exist.

Having worked both in the stores and at the corporate office, I've helped GC build lasting and meaningful relationships with countless customers. Every customer wants a bargain, and we’re proud that they come to us find one. Guitar Center's return policy is revolutionary and has set industry standards. We offer it as an accommodation to our customers, and both we and our customers enjoy the benefits of the policy. Our customers have shown us incredible loyalty, and we plan on continuing to help them make music.

If anyone would like to share any questions or concerns, feel free to hit me up any time. Thanks!

Mark
mark@guitarcenter.com
gcwebcommunity@guitarcenter.com

[RonCarlston]

Originally Posted by MarkAtGC

You're entitled to your opinions, but Guitar Center in no way subscribes to your sentiment about our customers. They are our lifeblood. Our reason for getting up in the morning. Without them, Guitar Center wouldn't exist.

Having worked both in the stores and at the corporate office, I've helped GC build lasting and meaningful relationships with countless customers. Our customers have shown us incredible loyalty, and we plan on continuing to help them make music.

If anyone would like to share any questions or concerns, feel free to hit me up any time. Thanks!

[gearaddict]

Originally Posted by MarkAtGC

You're entitled to your opinions, but Guitar Center in no way subscribes to your sentiment about our customers. They are our lifeblood. Our reason for getting up in the morning. Without them, Guitar Center wouldn't exist.

Having worked both in the stores and at the corporate office, I've helped GC build lasting and meaningful relationships with countless customers. Every customer wants a bargain, and we’re proud that they come to us find one. Guitar Center's return policy is revolutionary and has set industry standards. We offer it as an accommodation to our customers, and both we and our customers enjoy the benefits of the policy. Our customers have shown us incredible loyalty, and we plan on continuing to help them make music.

If anyone would like to share any questions or concerns, feel free to hit me up any time. Thanks!

Mark
mark@guitarcenter.com
gcwebcommunity@guitarcenter.com

Yes..your return policy is great..the problem is..when I go to GC to buy something new I get a box that has been opened.(returned)..every time..I just bought a m-audio keystation and had to carry it out with no box at all..and none of the free software that came with it!!.The only thing I have bought from there that wasnt open was a cable..but I get them cheaper on the web so I dont go for cables anymore!!!

[KEN1]

My local GC has always been good to me.......especially in the Pro Audio dept.Just last year I was looking to buy a new Digidesign Control 24 and an Argosy desk to go with it.GC gave me a smokin deal on the two but Digi was back ordered on the C24 for months.What did GC do.........they called another one of their stores which was located in another state from mine which had a C24 demo on their floor.My local GC salesman had that demo shipped out to my store and he delivered it to my studio personally FREE OF CHARGE!When my new unit came in I swapped them out.Now that must have cost GC a pretty penny to ship a huge 125lb console and deliver it to me just to use until my unit was ready.I salute them for that!

Now the only issue I have with GC is their revolving employees.You can never keep a professional relationship with anyone there because they never stay.I bet it's because of the lack of pay they receive but I don't know.

One other thing.I live roughly right in the middle of 2 GC stores........each 12 miles in seperate directions from my house.The one I deal with are amazing but the other one,which used to be my main GC store,don't know their asses from holes in the ground.Just goes to show how different each GC can be.

[bexarametric]

It's a tough situation. I have spent the last three years at my GC and have made some pretty good money. I used to have fun with "grinders", but I've recently gotten sick of it all. Guitar Center is retail. So is the Gap. So is the Apple Store. You would get laughed out of most retail places if you asked for a discount. Plus, when someone asks me for a discount I always think "when does the point occur where they've decided to become a beggar?" Because that's what you are. It's sort of like "when does the straw break the camel's back and a homeless person decides to write a message on cardboard and start begging instead of looking for a job."

I will also tell customers the truth. I have a kid on the way. I am commissioned. When you buy a product from me, I give you my card and full tech support (within reason). If I cannot answer your question, I will find someone who will. But if you buy this product from someone else then try to call me for tech support, I will not help you. I will be loyal to you if you are loyal to me. Once that occurs our relationship then isn't about price.

I'm personally sick of beggars. When people say things to me like "I want that Distressor, but I don't want to pay $1300 for it" my attitude is "get a better job". Seriously, go out and work and then earn money. That's just the way I was raised. A Distressor is worth it's asking price.

Also, I can't stand to hear customers bitch about the price of software. I have a friend that works at GC and a customer was grinding him on software. So this salesman called up the manufacturer of the software and asked to speak to the engineers. When he finally got the engineers on the phone he said "hey, I have a customer who would like to speak to you because he doesn't think your software is worth the asking price". I applaud him for that. It made the customer realize that behind that company there are humans that have families and lives too and they should be compensated for their hard work (and so should the sales man)

I have, on many occasions, tried this on customers. A new customer walks in and immediately asks for a discount. I cover up my name tag and ask "what's my name?" They NEVER know. If they don't know my name, then they probably know nothing about me. I want to remind them that I'm a person (like them) and I would like to be treated well. If they are assholes about it and they just want me to be a "salesguy" then I will just treat them like a "deal". But I want to at least give them the chance to be civil and let them know that I am inviting them to build rapport and possibly build a relationship with a "go to guy".

I understand the economy is tight and people are trying to save money. But if you're in a situation where you need to try to grind me on Mogami cables, then maybe you need to question your economic situation. I think that's comparable to grinding at the grocery store for milk.

Now, on the flipside, customers that come in and want to talk about gear (and not price) tend to get some love tossed their way on price. They are loyal customers and they give me a good portion of my income. I always want to thank them for their business, so I may throw in a cable or give them a preferred discount. These customers never have to ask for it because they are in my cell phone and a lot of these people end up being friends.

I've bought cars through clients. My wife and I got our OB doctor recommendation through a client. It's all about relationships.

People work for people. If you come in as a beggar it's a lot harder to work for you. And if I hear someone say "do you know how much money I've spent here" again, I'm going to puke. I have plenty of customers who love me. I love them back. We share the same interests. These interests lead to them getting great gear at a great price and me being able to pay my mortgage, cars and have investments for retirement. It's a great trade.

Yeah, people work for people. I don't work for beggars. I always feel like less of a man when I ask for discounts. Instead, I make friends with people in life in other areas and they typically offer me services and goods at discounted rates because they like me and I have treated them well in the past. This is not some amazing revelation. It's just common knowledge.

For future reference: If you want to take price out of the equation. Find the lowest price you can online. Print it out. Bring it in. Then after you talk to the saleperson and you are qualified into the right piece of gear, show them the print out. Better yet, show it to them up front. Get price out of the way, then just talk about the gear. It's that simple.

[Loud Noises]

1. get off the high horse, there are other places to get gear

2. drop the new price policy bullshit. Nobody really expects you to not make money, but being able to price match or make the sale on the spot is worth it

3. at least keep up on stock. It drives us crazy when we run down for simple items such as pop filters, XLR to TRS or mic clips and there are NOT there

4. better informed employees. I don't need advice about what to get, I don't expect them to know every prodoct, but if I can't find it and the sale person asks if I need help, they should at least some what know what it is that I am talking about.

5. make sure the sound to all amps, keyboards and dj gear is MUTED, particularly during the weekends until the salesmen can help. Nobody likes hearing 13 year olds ruining records, or wannabe rappers "checkin beats" with the level turned to 11.

that is all

TTYL FINALBOSS

[gearaddict]

I will be happy if I can just buy a product that is still in the box,unopened.
But then they would have to order it...I can order it myself....

[bexarametric]

Originally Posted by Loud Noises

1. get off the high horse, there are other places to get gear

2. drop the new price policy bullshit. Nobody really expects you to not make money, but being able to price match or make the sale on the spot is worth it

3. at least keep up on stock. It drives us crazy when we run down for simple items such as pop filters, XLR to TRS or mic clips and there are NOT there

4. better informed employees. I don't need advice about what to get, I don't expect them to know every prodoct, but if I can't find it and the sale person asks if I need help, they should at least some what know what it is that I am talking about.

5. make sure the sound to all amps, keyboards and dj gear is MUTED, particularly during the weekends until the salesmen can help. Nobody likes hearing 13 year olds ruining records, or wannabe rappers "checkin beats" with the level turned to 11.

that is all

TTYL FINALBOSS

1. Elaborate on getting off the high horse

2. GC's "policy" is price matching. We do this all day every day.

3. Call before you come in and check if it is in stock. With the price of gas, I'm surprised you haven't thought of this yet. Things run out of stock. That's life.

4. You may not need advice about what to get, but most of our customers do. A great number of our customers come in asking for a MIDI to USB device to record audio because they don't know any better. Don't get insulted when someone starts trying to qualify you. Simply tell them that you know what you want and then be happy that they are actually taking interest in "helping" you, even though you didn't actually need the help.

I'd also like to point out that the customers that never need help also return the most amount of items. At least talk your purchase out with someone to make sure you're making the correct decision. I have many intelligent people come in and buy things without wanting advice, then return it the next day because it wasn't what they wanted. I hate that. Talk it through with someone first. It helps.

There's a lot of stuff to memorize in Pro Audio. When you encounter a GC guy that doesn't know his stuff, you have an opportunity. You can be a dick or you can, in a polite way, inform him about what you're talking about. Then maybe he'll learn something and get better at his job. The people that are on these boards are some of the best in the industry. I can't think of anything more rewarding that sharing your knowledge.

5. GC prides itself as a family store. We have parents bring in their kids and they like to hammer on the keys. Rappers have a right to come into the store (as annoying as it may be). Weekends are when we have the most traffic. Try coming in on a Tuesday night instead. It's quiet then. If all our gear was turned off then we wouldn't sell anything. I'd rather help people get into recording that may have never done so, then please one person who already knows it all. No offense, but if you already know it all and GC is so painful for you then why not choose to shop somewhere else? Are you a masochist?

[gearaddict]

Originally Posted by bexarametric

1. Elaborate on getting off the high horse

2. GC's "policy" is price matching. We do this all day every day.

3. Call before you come in and check if it is in stock. With the price of gas, I'm surprised you haven't thought of this yet. Things run out of stock. That's life.

4. You may not need advice about what to get, but most of our customers do. A great number of our customers come in asking for a MIDI to USB device to record audio because they don't know any better. Don't get insulted when someone starts trying to qualify you. Simply tell them that you know what you want and then be happy that they are actually taking interest in "helping" you, even though you didn't actually need the help.

I'd also like to point out that the customers that never need help also return the most amount of items. At least talk your purchase out with someone to make sure you're making the correct decision. I have many intelligent people come in and buy things without wanting advice, then return it the next day because it wasn't what they wanted. I hate that. Talk it through with someone first. It helps.

There's a lot of stuff to memorize in Pro Audio. When you encounter a GC guy that doesn't know his stuff, you have an opportunity. You can be a dick or you can, in a polite way, inform him about what you're talking about. Then maybe he'll learn something and get better at his job. The people that are on these boards are some of the best in the industry. I can't think of anything more rewarding that sharing your knowledge.

5. GC prides itself as a family store. We have parents bring in their kids and they like to hammer on the keys. Rappers have a right to come into the store (as annoying as it may be). Weekends are when we have the most traffic. Try coming in on a Tuesday night instead. It's quiet then. If all our gear was turned off then we wouldn't sell anything. I'd rather help people get into recording that may have never done so, then please one person who already knows it all. No offense, but if you already know it all and GC is so painful for you then why not choose to shop somewhere else? Are you a masochist?

You have not addresed the "open box" problem...why is it so hard to get gear that is still sealed? If you read my other poast you can see that I have NEVER bought a product from GC that was not opened.

I have a go-to-guy at my GC...so I am not knocking everything...but I would just like a seald box once in a while...when I bought my keyboard I left the store with nothing to protect it..no box..none of the free vst's that came on a cd that they could'nt find!!! I am a loyal gc shopper and I have SPENT A SHIT LOAD of money there and will continue to..but I just need to know why EVERYTHING is frickin opened!!! Am I getting a good deal because GC is selling me a pice of referb gear!!! I just dont get it!!!

[Duardo]

Guitar Center is retail. So is the Gap. So is the Apple Store. You would get laughed out of most retail places if you asked for a discount. Plus, when someone asks me for a discount I always think "when does the point occur where they've decided to become a beggar?"

This has always been an industry where bargaining has been part of the process. More like buying cars than buying clothes. If you have a condescending attitude towards your customers ("I don't work for beggars") you're not doing yourself any favors as a salesperson. If someone detects that attitude coming from you when they aproach you for a deal (which, again, is the way this industry has always worked) then you may not get the chance to establish that relationship with them, and someone else certainly will.

[jeremy.c.]

Even though I dislike dealing with some of the knuckleheads they hire for their stores, I can guarantee that just about anyone who knocks GC constantly has never worked for them (or their competition). I totally feel the OP on this, i made it in Sam Ash for 9 months and I hated calling myself a musician, I had to quit as it was killing inside me the thing I loved most. It wasn't the company or the crappy pay necessarily and it certainly wasn't a lot of my kickass coworkers, it was the customers.
I would like to think that most of us here on GS are immune to the amatuerish behavior that about 80% of my customers displayed, but it takes a really calm personality to deal with most of you a-hole musicians... I am a really nice, polite, down to earth person and I am not a salesman at all (I focused on customer service, not getting gear out the door). I took great care of the people who were cool to me, they got hooked up without asking, where I would sometimes cockblock deals for the "pros."
I shop around for the best price, I never ask for a hookup; if a retailer can price match I might ask for that, but usually I go where I find the best price (how hard is that with the internet now?). It's utterly ******** to grind, this isn't Persia, we don't do business that way. It's also not bad to expect a better deal if you're a pro who is spending a lot of money and will continue to do so loyally, but that takes work on the customers end too. Find the person who is smart and cool and will take care of you in the long term and treat them that way. If it's not at your local GC, go elsewhere, it's not hard to find Adam from Mercenary or Warren from Front End on here, they'll take care of you.
Just expect to get treated like the a-hole you are if you walk in with an I deserve a deal attitude; it's not cool, trust me.

[PoorGlory]

Traditional retail stores don't have salesman scrambling to crawl up your ass the moment you walk in the store. Because traditional retail isn't commission based. Once you pay your employees based on how much they sell, you can expect customers to start wheeling and dealing.

Don't like it? Cut the commission shit, or change the pay structure. Pay your employees a decent wage, and maybe you'll hang on to some of the better ones. Less employee turnover means a more selective hiring process, and better quality employees all around.

Everyone has a story about dumb salesmen in GC, Sam Ash, wherever... But for god's sake, if I ask a guy in the guitar section if they have any raw Celestion 12" drivers, and he looks at me like he just shit himself, then we have a problem. I don't know what your training is like, but you should know the product. It's ****ing guitars. High school kids know more about guitars than a lot of these morons I see in there.

Pro Audio is a joke, as most of us know. But we go in there if we have to with no allusions to the contrary.

And why is it that there are 5 dudes working guitars, and 1 dude at accessories? I have to wait 25 minutes to by a pack of strings, meanwhile other customers are making the Accessories guy bust his ass because the customer doesn't know what they're talking about, and he makes what in commission? Dick. What's the commission on strings? Exactly. And if I want to buy a guitar and the guitar guys are off playing grabass outside while smoking, the Accessories guy can't help me. Because he's not allowed. How the hell is he gonna make any money?

Guitar Center needs to be aware that the customer base is aware. Aware of products above and beyond what GC sells, and above and beyond what most of your sales guys know. Aware of what things cost online and on ebay. Aware of slimy sales tactics and disingenuous conversation that just wastes our time and pisses us off.

Bottom line: GC customers suck because the good ones already know what they want and order it online, just so we don't have to deal with the chaos and idiocy that we find in the store. You have to change something... make it a more friendly, less smug/condescending atmosphere... Don't put 3 dozen BBE sonic maximizers in boxes on the floor of Pro Audio.... have a rack with more gear than the Avalon and Manley stuff that no one in their right mind would ever buy from GC.... have a more extensive used section... and for the love of god, why won't you guys actually have monitors hooked up for people to demo? I had a guy once flat out refuse to let me demo monitors because they weren't hooked up and he didn't want to do it.

I'd rather support Mom and Pop music stores, but most of them are starting to seem to be trying to follow the GC look/experience, in order to compete. Thank god for online commerce.

[gearaddict]

Originally Posted by PoorGlory

Traditional retail stores don't have salesman scrambling to crawl up your ass the moment you walk in the store. Because traditional retail isn't commission based. Once you pay your employees based on how much they sell, you can expect customers to start wheeling and dealing.

Don't like it? Cut the commission shit, or change the pay structure. Pay your employees a decent wage, and maybe you'll hang on to some of the better ones. Less employee turnover means a more selective hiring process, and better quality employees all around.

Everyone has a story about dumb salesmen in GC, Sam Ash, wherever... But for god's sake, if I ask a guy in the guitar section if they have any raw Celestion 12" drivers, and he looks at me like he just shit himself, then we have a problem. I don't know what your training is like, but you should know the product. It's ****ing guitars. High school kids know more about guitars than a lot of these morons I see in there.

Pro Audio is a joke, as most of us know. But we go in there if we have to with no allusions to the contrary.

And why is it that there are 5 dudes working guitars, and 1 dude at accessories? I have to wait 25 minutes to by a pack of strings, meanwhile other customers are making the Accessories guy bust his ass because the customer doesn't know what they're talking about, and he makes what in commission? Dick. What's the commission on strings? Exactly. And if I want to buy a guitar and the guitar guys are off playing grabass outside while smoking, the Accessories guy can't help me. Because he's not allowed. How the hell is he gonna make any money?

Guitar Center needs to be aware that the customer base is aware. Aware of products above and beyond what GC sells, and above and beyond what most of your sales guys know. Aware of what things cost online and on ebay. Aware of slimy sales tactics and disingenuous conversation that just wastes our time and pisses us off.

Bottom line: GC customers suck because the good ones already know what they want and order it online, just so we don't have to deal with the chaos and idiocy that we find in the store. You have to change something... make it a more friendly, less smug/condescending atmosphere... Don't put 3 dozen BBE sonic maximizers in boxes on the floor of Pro Audio.... have a rack with more gear than the Avalon and Manley stuff that no one in their right mind would ever buy from GC.... have a more extensive used section... and for the love of god, why won't you guys actually have monitors hooked up for people to demo? I had a guy once flat out refuse to let me demo monitors because they weren't hooked up and he didn't want to do it.

I'd rather support Mom and Pop music stores, but most of them are starting to seem to be trying to follow the GC look/experience, in order to compete. Thank god for online commerce.

+1..well said!!!

[RonCarlston]

Originally Posted by PoorGlory

Guitar Center needs to be aware that the customer base is aware. Aware of products above and beyond what GC sells, and above and beyond what most of your sales guys know. Aware of what things cost online and on ebay. Aware of slimy sales tactics and disingenuous conversation that just wastes our time and pisses us off.

exactly. perfect.


thumbsup

[MarkAtGC]

You’re absolutely right. Guitar Center needs to be aware. That’s why we listen and take your advice to heart. We want to improve. We hear your complaints and your frustration. Please keep sharing your feelings about your experiences at GC. Everything you say here reaches our executives, and we greatly consider your sentiment as we try to continuously improve. Great conversation. We want to impress each and every musician out there, and we want to earn the loyalty of all of you here on the forums. Like you pointed out, you guys are ahead of the curve. You know and love the gear, and we’d love to learn from you.

Mark
mark@guitarcenter.com
gcwebcommunity@guitarcenter.com

[-silent-sam-]

Originally Posted by MarkAtGC

You’re absolutely right. Guitar Center needs to be aware. That’s why we listen and take your advice to heart. We want to improve. We hear your complaints and your frustration. Please keep sharing your feelings about your experiences at GC. Everything you say here reaches our executives, and we greatly consider your sentiment as we try to continuously improve. Great conversation. We want to impress each and every musician out there, and we want to earn the loyalty of all of you here on the forums. Like you pointed out, you guys are ahead of the curve. You know and love the gear, and we’d love to learn from you.

Mark
mark@guitarcenter.com
gcwebcommunity@guitarcenter.com

Is that why when I asked if you had "in-line pads" I was told "there is no such thing and that doesn't make any sense"?

The fact of the matter is for every stupid prick high horse customer that thinks he knows everything, there is a stupid prick high horse customer service rep who doesn't know anything.

They are both just lame people who make simple things difficult for customers and customer service reps that aren't frickin losers.

[donsolo]

I think you guys should do like an alternative minimum salary.

I know for a fact that you give your guys a minimum wage draw. That sucks. If that's even an issue, it's time to find a different gig.

Seriously, pay your people like $15 an hour plus a smaller commision, demand high quality and send them home if you hear them spouting BS.

This is audio, it's really esoteric knowledge. By comparison, the knowledge required to work at a Guitar Center is equal to that of at least a level II Technical Support Rep. Add actual sales to that and you need to be able to justify some of the best leaving whatever non-music-related job they have to come work for you.

Instead, you get a much lower level of employee. You get the basement producers and tab reading guitar heros. Usually, these guys are barely there for the money but instead the discount. If instead you were really there to sell equipment, you'd have a totally different attitude.

Now I appreciate all you GC guys coming on here telling me about customer service but my local store (the one on W Anderson in Austin, TX) never has anything decent in stock. Sure, they stock the R0DE NT-1A but if you want to buy an Audio Technica AT-4040, you're stuck in the special order category.

Here's a newsflash, if I need to special order it at GC, I'm just going to go home and order it from sweetwater, same price, better service. There's a lot more value-add to Sweetwater including proactive Customer Service calls, candy in the box, MUCH faster turnaround time on the shipping and a rep that will either be there to take your call or a pretty quick callback.

So now, how can GC compete? Well, for one, if your customers are asking for wheeling and dealing, just lower your prices enough to justify the drive to the store instead of the phonecall. If you're going to sell commodity items like HOSA cables, you need to beat the pricing. If you're not going to sell these things as commodities but rather as a value sale, you need to realize that none of us see value in walking into a crowded Guitar Center to pick up a few things and being snubbed by a rep in Pro Audio because he's busy getting a "producer" set up with his shiny new MBox, Rokkit5s, MXL Mic and Akai MPD.

At least with me, I just know what I want, want to pay for it, and leave. I know someone brought up that us "know it alls" return items the most but when I'm buying an Audix i5, you shouldn't be trying to convince me to buy some crappy MXL SDC. What that tells me is that you don't actually value me as a customer, you just value your comission (yes, I know MXL has a better commision payout).

The alternative would be to have a sales clerk. Quit making your people actually ring up the sale. If one guy literally was a cashier and let the real cats make the money on commision, you'd get more personalized service, less crowding around the counter, handshakes, and dare I say it? Loyalty.

Let's say I go in and buy a keyboard from Ron (Ron is great in the Austin store by the way) and the next day I come in to buy a midi module but Ron is busy but I just know what I want. I tell the clerk what I want, they have a runner go get it, they ask if I was working with anyone, if I say I don't remember, Ron should still get that sale.

Plus, it'd be a good way to make a new hire prove themselves, learn a little more before spouting BS to me about how the Software Emulation of the Korg MS-20 is so much better than the real thing (which if you've played the real thing, you would never say that) and how drumagog is greatest thing since sliced bread...

And if I go buy a guitar amp and don't need help, Ron should get the sale. That compartmentalized department policy is BS. That'd be like working on a used car lot and only being allowed to sell the SUVs.

And RonCarlston, we've had disagreements but IMHO, GC's handling of their employees would fall under both of our descriptions as unethical.

You can't let your people starve because it's a slow month.

And listen to me, if you pay straight comission, it's their job to sell the gear, not stack it up at the end of the night. Pay a decent hourly wage and watch your sales soar.

[Duardo]

THAT RETURN GOES NEGATIVE ON YOUR CHECK, THEY TAKE THAT MONEY BACK!!!

Of course it does, if you work based on commission...if you get paid for stuff you sell, why wouldn't you lose money for stuff that's returned? I believe that's fairly standard for a commission-based job...

Traditional retail stores don't have salesman scrambling to crawl up your ass the moment you walk in the store. Because traditional retail isn't commission based. Once you pay your employees based on how much they sell, you can expect customers to start wheeling and dealing.

I don't know, for some reason, whenever I walk into Best Buy to pick up a CD, I am always immediately assaulted by a salesperson or two. "Can I help you find something?" No thanks, I have a pretty good grasp on the alphabet..."do you like music?" Seriously? Yet when I'm looking at, say, a printer or something where I might actually need some help, I have to go find it.

Which brings up another point...I'm not sure that the non-commission alternative is necessarily better. In those situations I often get the feeling that they salesperson really doesn't care, and isn't really motivated to help me. Sure, when they're on commission they make more when they sell the item that pays better, but if they wind up selling the wrong item they also take the hit for the return, so it's in their best interest to sell the right thing, isn't it?

[bexarametric]

I guess my point is that I feel like a beggar asking for a discount and have a hard time understanding why others don't.

[bexarametric]

As far as the open box problem goes. We wouldn't have it if we had a NO RETURN policy. But that policy would not be a good service to our customers, so we allow you to return things. As a result we have many open box items. I'm sorry the customer cannot have it both ways here.

Once we sell the item, they give us a new one. But if it sits, we do not get replenished. We would be more than happy to order you a new one that is not open box as a Special Order though. Is that cool?

I do agree that it sucks that there are open box items. They should be sold at an open-box discounted price (that's our policy). That's perfectly reasonable.

Also, I guess I should point out in my original post that I just find it a turn off that someone just walks up with an opening line like "what's my price". It's just not good tact that's all. It's like anything in life. It's much easier to get taken care of if you're cool about things. If you're confrontational and abbrassive then it makes things more difficult. That's all. 99.9% of my customers are cool every day people. The stories come from that difficult .01% that exsist in every aspect of life. Sorry if I came across as abbrassive myself. I was having a bad day.

[PoorGlory]

Originally Posted by Duardo

I don't know, for some reason, whenever I walk into Best Buy to pick up a CD, I am always immediately assaulted by a salesperson or two. "Can I help you find something?" No thanks, I have a pretty good grasp on the alphabet..."do you like music?" Seriously? Yet when I'm looking at, say, a printer or something where I might actually need some help, I have to go find it.

A greeter at Best Buy in no way comes close to being as obtrusive and annoying as a GC salesperson.

But it is annoying, though. It disgusts me that big chain stores feel the need to have someone confront the customer directly upon entrance. Let me shop in peace.

[PoorGlory]

Originally Posted by bexarametric

Also, I guess I should point out in my original post that I just find it a turn off that someone just walks up with an opening line like "what's my price". It's just not good tact that's all. It's like anything in life. It's much easier to get taken care of if you're cool about things. If you're confrontational and abbrassive then it makes things more difficult. That's all. 99.9% of my customers are cool every day people. The stories come from that difficult .01% that exsist in every aspect of life. Sorry if I came across as abbrassive myself. I was having a bad day.

People who do that are uncouth swine. But like you said, it exists in every aspect of life... but I can see how a situation like buying something from a salesperson can bring out that trait in people.

I would never ask "what's my price" because who the **** am I? If there is a reason that I should get a discount, like cosmetic damage to an instrument, a rip in the tolex of a cab, or some kind of previous hassle or repair issue that warrants me receiving a discount, that's one thing. But I firmly believe that the sales structure (commission based) plants the seed for this kind of behavior. The customer knows that the salesperson needs to make the sale to get paid. That's why they think there is leverage. Eliminate the commission, and haggling is useless. Retail price, period.

A staff member who is passionate about the gear and about customer service will still do their best to make sure the customer gets what they need, without the incentive of commission. If your staff isn't passionate about either, why are they working there? Commission does not make sense for GC.

[amorris]

I bought an amazing les paul there. a real instrument. I play it everyday and i am never, never disappointed. It was so amazing in the store that I didnt even ask for some super deal. and it was worth it. saving any money buying it over the interenet would have been a mistake. every paul is totally different and because they had 5 or 10 of them, I found 1 that speaks to me.

[bexarametric]

I respectfully disagree about the commission thing. I love commission. It keeps me honest. It makes sure that the customer and I agree that they're buying the correct item. Because if it's returned, I lose my commission. So I like the commission system. I also do like it when my customers get a good price on items because it's part of the process of building a long-term relationship. It's just annoying when someone feels entitled to get things around cost.

If something is used or torn, I will usually bring up the discount before the customer will to let them know that I agree with them (upfront) that there should be a discount. Plus, I always have the internet right in front of me. I am always willing to go online and price match so we can immediately get price out of the way and get the focus back to the gear.

[audiostout]

Here is my deal with GC. Guitar Center preaches consistency from store to store in terms of their stock. I like the fact that its the same in mostly every city and I know what I can get there and can't.

However, the level of service isn't consistent. In the same store I can great either a very nice employee or a total ****** bag. For a store that preaches consistency it is not acceptable to have a night and day difference in terms of customer service. Thats my only gripe with that store.