Music store etiquette

[relinquish69]

I'm currently working in a guitar store dealing with miscellaneous paper work. Apart from that, I do help out with sales from time to time.

What I've noticed is that quite a handful if not most Singaporeans (I'm a Singaporean too by the way) have this mindset that a red carpet has to be laid for them the moment they set foot into the store.

Let this be known that the "Customer is the King" concept does not apply everywhere. It applies for places like Robinsons because that is how they want to run their business.

Being the Manager/Boss of a place, they make the decision whether they want you in or out of the store. Ever wondered why you got chased out in the first place? Were they being plain mean to you or did you do something that forced them to be mean to you? There is a difference there.

If you are going to the guitar store because they've never failed to provide excellent service, yes the Manager/Boss is going to be happy but only to a certain extent. It makes a difference to them when you head to a store to BUY something, Not look around, asking redundant questions and trying guitars for the sake of passing time/drowning in tonal orgasm for free.

Seriously, many music stores may look like they are doing well but most people are there just to look around. Looking around is totally fine but it gets a little overboard when you start taking things off the rack WITHOUT asking for PERMISSION. Signs are placed for a purpose.

Most if not all music stores have a sign that prompts you to ask for permission before handling a guitar. Why don't they let you do what you like? If you own a Ferrari, would you let someone with a new license drive it? No would be the likely answer but it also depends on who the person is.

If you chip/damage a guitar, do you realise that you are going to buy it? Didn't know? Why didn't you read the sign? That is the whole reason why sales staff have to remind customers not to take whatever they want without asking for permission. We are the ones preventing YOU from paying unnecessary money to US. Therefore, we are not trying to come across as being rude.

If you head to a supermarket and dropped a watermelon on the floor, you'd have to pay for that am I not mistaken?

A fellow music store within the vicinity had a case where a customer refused to buy a guitar even after he made a significant paint chip on it. Their sign clearly indicated the consequences but he simply brushed it off by saying that he did not read it. A police report was made and the music store has to go through mountains of paper work just to get back SOME money. Yes, the customer did not buy the guitar in the end. Was it worth the music store's trouble?

Not only would that guy be blacklisted, he'd be treated with little respect if he decides to lower his head just to purchase something that he has always wanted from that store.

In conclusion, you are going to lose out if you decide to keep that high and mighty attitude of yours. Being a musician, you have to go to music stores to buy things. We have to remember that not every music store is customer orientated. Why should they be when they are going to be on the losing end most of the time? It just isn't worth it.

I'm speaking in a music store point of view. I might sound biased but please indicate the portions where I did.

Your opinions please. Flame only if deemed necessary.

 

[lordie]

cool! whats your store? going to avoid u like a plague! enter the store will get STD one.

 

[loldude333]

Agreed to some extent. I remember being at SV Guitars sometime back and some idiot retard father went in with his wife and son to buy a guitar. Well, Mike, being the nice guy he always is, showed him a coupla guitars. Then he went to attend to some other ppl while the dad nosed around. That idiot somehow managed to push over a stand and the guitar on it fell to the ground. There was a chip on the headstock, so Mike nicely asked the guy to purchase it or at least pay some reparation so he could let it go to another customer at a lower price. The bl00d-y idiot refused, at first saying it wasn't his fault, that the stand was already unbalanced and blah blah blah. Then his wife got in on the act and oh my G*d was she a B-1-T-C*. She insisted that her husband had done nothing wrong and even insinuated that Mike was trying to find ways to make them pay money. In her words: 'Store owners like you always set up things so clumsily in hope that poor unwitting ppl like my husband will upset them, then try and extort money from us. How can you live like that?' Frankly, i wanted to go up to them and send a VERY strongly worded message that they were the most unscrupulous retards i had ever seen. It really spoilt my day. I guess that's why sometimes these rules have been put in place.

Sorry for ranting, i really had to get that incident out of my system. On the way home in the train i was so busy thinking of 10000001 ways to torture and kill that bit*h that i missed my stop. Its really saddening to see Singaporeans behaving like that.

 

[relinquish69]

^ Did Mike get the money back?

 

[relinquish69]

enter the store will get STD one.

anything to support that claim?

 

[lordie]

a lesson is that guitar shore should have more space and breathing room to browse and secure their equipment. they do sell large big cable ties. some of the guitar store so blardy cramp worse that mustafa centre.

 

[lordie]

anything to support that claim?

just a figure of speech.

 

[Kaye]

I think consumers should play a part in being responsible and considerate and hopefully be able to recieve good customer service in return. I have been to places where I get stares dart at me. ouch.

 

[optisailor2002]

when i was at guitar77 buying my lp there was this other guy in the store as well, touch touch here and there. then took down one or two guitars to try them.

then while paying for the guitar (and rui was busy since he was the only one around at that time) the guitar that the person was touching suddenly just dropped off the top rack and hit the one at the bottom. the guy freaked out and rui obviously got pissed (who wouldn't?).

the guy just insisted that he didnt touch the guitar and it just "fell off by itself".

it was actually pretty obvious if the guy was telling the truth or lying.

that said i think there should be a middle ground, not everyone does shit like that and i think not everyone deserves being treated as a thief (or just another poor bloke looking around and not buying anything). sometimes i enter a certain store just to take a look the staff there just look at me as if i couldnt afford anything there. if its this kind of service that is rendered to me, even if i do want to get something, i will find it somewhere else and not get it from them.

e.g. my experience at a certain guitar shop:

already selected the guitar i wanted, one of the staff places the guitar at the counter and i was already paying for it. another staff looks at me as if im too poor to pay up and just takes the guitar from the counter and hangs it back at the rack. thumbs up!

maybe i didnt turn up in a business suit, maybe im not ang moh. generally these people in these 2 categories get best services even if they usually arent the ones buying stuff.

 

[relinquish69]

if its this kind of service that is rendered to me, even if i do want to get something, i will find it somewhere else and not get it from them.

maybe i didnt turn up in a business suit, maybe im not ang moh. generally these people in these 2 categories get best services even if they usually arent the ones buying stuff.

Haha, yeah I guess that much I can understand for I am a buyer myself. For strings and other things that are widely available in other stores, I have the luxury of picking the store I like. However, if the store has something I really want and other stores don't carry it, regardless of the service provided I buy and leave provided if the price is right. If they are nice to you at the end of the day just because you bought something, use that opportunity to build up relations with the store owner. Everyone is a stranger at first. Of course I'm viewing it in an objective POV.

With regards to the business suit and ang moh issue, I would like to beg a differ because there are people who dress like that but can be extremely cheapskate. For example someone brings in a $5k guitar in for servicing but complains that $50 for a few electronic replacements is a little too much to pay for. I guess this dressing theory applies for the person who is making the hasty conclusions.

 

[optisailor2002]

actually the business suit and ang moh issue, its a general observation, not limited only to music stores.

i was at this electronics shop with lots of sales people around to assist customers in enquiries. i needed some help with choosing something but none of them bothered to approach and asked if i required any assistance. then an ang moh comes along, dressing even worse than i was. immediately assistance was rendered, not by one but by perhaps 2 or 3 of the sales people. it was the same when 2 or 3 more ang mohs walked past, they were given immediate attention, while i have been standing around there looking through the stuff that they have for probably 10-15 minutes, and not one of the free sales people approached me.

perhaps i can look at it in a good way that they think that i know my stuff haha!

regarding the building of relations, i agree with you. there was this record store which i didnt really like patronising initially but after a few visits and small talks with the owner we actually built quite a good relationship, and i regularly visit his store now (especially when it's right after payday!) but for guitar shops i think it'll be much harder. after all, how often can a student/part time worker like me buy new guitars?

 

[kimura]

I actually never felt unwelcomed at such joint. I don't usually browse or pop in unless there is something I definitely am looking for& only the store carries 'em.

Usually I'd pop into the studios I practise cos sometimes you can find gems here& there.

That said, I agree that customers ought to have a certain sense of responsibility or rather common sense cos not all are bad apples but it takes one to practically ruin it for the rest.

 

[fretless6]

For strings and other things that are widely available in other stores, I have the luxury of picking the store I like. However, if the store has something I really want and other stores don't carry it, regardless of the service provided I buy and leave provided if the price is right.

This isn't the 80s anymore. People can easily buy online.

The whole "I'm the sole dealer, u have no choice but to buy from me even if I give u a CB face" mentality is for dinosaurs.

And seriously, anyone with the "I decide if I even want u in my shop" mindset shouldn't be dealing in any form of sales. You depend on your customers to survive, not the other way around.

I'm not saying be a puppy and suck it up with customers who go overboard. But the next time u b1tch about your customers, think about where your salary comes from.

 

[relinquish69]

This isn't the 80s anymore. People can easily buy online.

The whole "I'm the sole dealer, u have no choice but to buy from me even if I give u a CB face" mentality is for dinosaurs.

And seriously, anyone with the "I decide if I even want u in my shop" mindset shouldn't be dealing in any form of sales. You depend on your customers to survive, not the other way around.

I'm not saying be a puppy and suck it up with customers who go overboard. But the next time u b1tch about your customers, think about where your salary comes from.

My apologies for not being clear. I'm referring to those customers who act as if their parents own the store itself, not every single customer that walks in. In every business, there are bound to be loyal customers that come along regardless of the situation. Hence, I wouldn't dare say that my salary doesn't come from them.

A store thrives on it's customers yes that is true but do take note of the fact that we do not make a single cent when someone picks up a guitar, starts strumming & places it back. If every customer did such a thing without buying, would it indefinitely lead to making a loss? Nothing much we can do about it because that is how we do business but we try not to let them take advantage of such a situation and let them step over our heads.

Not every music store has a voice here on SOFT.com.sg . I just felt that consumers should try to understand the issues that a music store might potentially face. In any case, I'm not randomly b1tching. I do believe that all the points that I've stated so far are relevant & not crafted out of my imagination.

 

[fretless6]

Even if someone doesn't buy something from you today, doesn't mean they wouldn't do so in the future. It never pays to burn bridges and wreck your own reputation.

Regarding the point of people picking up instruments and trying them out. I believe that's the only place that brick and mortar stores still have in today's market. At least with regards to web savvy customers. Considering how most items are severely marked up here (sometimes in excess of 200%), the only advantages these shops have over the online retailers are having items in stock for testing and ready purchasing. Unfortunately, even for that, local market is usually too small for retailers to stock lots of options.

If there are items which you do not want people to touch, then its largely a matter of store design/layout. Don't leave them accessible to roaming hands. Put them behind counters, etc.

I remember back in the day when Swee Lee was in Plaza Sing and later Ngee Ann City, the one thing I REALLY hated was whenever someone takes a guitar off the rack to take a closer look. You get salesmen exclaiming from the other end of the store "Oi, u got money to buy or not, else don't touch". Also when City Music used to have sales staff that tail u around the shop, not to serve or assist you, but to make sure you don't steal anything.

Back then people can't really buy online, but today, even in Swee Lee, the customer service is miles better.

 

[guitarsan]

I remember a few years ago in a guitar shop at Peninsular.....I saw a teenager dropped a guitar off a rack. It crashed heavily on another guitar below and there was a loud bang. That teenager and his friend quickly dashed out of the shop, shoving a lady customer who was in their way. They ran so fast and disappeared before the shop assistant had a chance to say "Oi...come back!"

Anyway, I'm sure there are more cases out there where these jokers choose to cabut.

 

[faekildare]

This is my personal experience. I walked into G77 (this was in 2005, where G77 is very near Guitar connection) and was just doing the usual poor kid window shopping. Then come along this guy with his GF, trying to show off to his GF, he picked up am acoustic guitar, strummed a few chords, and put it back. Immediately, the guitar dropped on the floor, and broke into a few pieces (yes literally).
I was shocked and kinda started heading towards the entrance. The last thing i heard was.. "Y the shelf so weak one. This guitar is not worth 800".
(All these is written in my point of view and isn't objective)
My philosophy in instruments is simple. You wanna try instruments, sure. Make sure u pay for it if you damage it. I personally take extra care in making sure i dun damage the instrument and also able to pay for it if i do damage it. I wear rings on my left hand and take special note in taking it off when i am playing so as not to scratch the neck. These are small things we can do as consumers to make sure that other people get a chance to own a good condition instrument.
Unfortunately, a lot of people who buy instruments from the stores are usually (not all) people who either are just starting out or have no in-depth knowledge of the instrument. This will result in ignorant mis-communication when accidents do happen.
All and that said, i think music stores have the right to treat their potential customers well and browsing customers have to also do their part to make the sales person day. This has nothing to do with who's paying the money but more of inter-person relationship. Never hurts to make another acquaintance.

 

[junkiemanxl]

relinquish69: i totally agree with your point. Customer is always right does not apply to everything and even bosses know that fact too.

Whenever i go into a music shop to buy my groceries and stuff, i will always try to leave the kids outside with the wifey looking after them. it's just my percaution cause kids will be kids. DO NOT TOUCH sometimes will mean the direct opposite to them if a certain item really catches their attention.

There's was once i went to a shop in peninsula with my son to get some pots for a project. an uncle walked in and started plucking the strings on a guitar that was hung for display and with the words "Do not Touch" right under his nose. My 9yr old son then told him in a rather rude manner with the same tone i always use on him " Can't u read?! It's says Do Not Touch. TSK!". The uncle was so embarrassed that he walked out of the shop.

hahaha.

The shop owner thanked my son for telling him off later and we laughed about it.

 

[1mband]

relinquish69,

Which shop you work for? Just wondering. Perhaps if you share, you can give us a better idea where you're coming from. Of course, you represent your own personal opinion, and not your shop's.

Needless to say, when a customer spoils the gear while testing it, he should bare the main responsibility. However, this can be controlled and managed, by getting the staff to serve and ensure that the gear is handled properly.

Next question is: what is the purpose of display gears?
e.g. those $0 to $1000 ones, just for example.
Isn't it meant to be played and tested?
How does the shop view it?
How does the shop plan to handle display gears eventually?
Is display gear treated like an investment, a demo set for potential customers to try out and confirm their interest?

Of course, for high end gears, and those "only 50 pieces made world-wide", there can't be display sets, and I'm not referring to these.

 

[wantonne]

Unfortunately, there are bound to be people who don't read signs and who especially wouldn't want to pay for something they broke. That's part and parcel of life.

However, maybe instead of dwelling on the problem that makes us feel like cursing some people, we should think of solutions for the problems instead.

Say you've put signs on the guitars and warnings on the walls and people still come in and break your guitars, I guess you know something's wrong with those signs. They're either not clear enough or too high for people to see. And you may say, "well, it's damn clear to me!" but your customers might not notice it.

Maybe the more expensive guitars should be placed in a deep dark corner meant to look at for exclusivity. e.g. Swee Lee keeps their prized guitars in their own room to keep others from moving it around and damaging it. You can even market the corner to bring in sales.

And if you have enough staff, you could personally attend to the person the moment they step into the store. I know some of us will feel uncomfortable when there's always someone beside you to look at what you're doing. But maybe the staff could intro the customer to what he or she wants. This includes setting up the guitar, putting it back up for display, giving advice, solutions or recommendations to the customers' problems.

Not only do you have to fret about the customer meddling with the guitars, you will also give the customer this impression that you are someone they can turn to for advice and knowledge. Not only you take really good care of your guitars personally, you also Up your service and your customers' loyalty and respect for you!

Say you can't attend to your customers because maybe there's so little people working at any one time, there's no harm in coming up to a customer and politely advise them that you will attend to their needs even though it's taking the guitar off the rack and setting it up for them. And then get them to call you if they need any help. then you move along. Of course you also must take note once in a while if they really do need your help. Be attentive.

And if by chance someone still breaks a guitar, calmly take note of the situation, and not make accusations they did it (even if you know they did!). At that point in time the customers' mind would be "Shit. How am I gonna pay for that?" And when they panic, they go into all sorts of excuse mode. The only way to make them feel better is show them the extend of the damage, minor or major (without accusing them), and hope they feel guilty about it and say at least a "sorry".

If the damages are minor, i'd say go fix it and don't ask the customer to pay for it! Coz when they see you're in pain and genuinely just there to help, I doubt they start making accusations at you! and the more they feel guilty! You might never know that $50 you waived off from him, will make him come back to buy a $5K guitar. That equals to $4550 advantage or (profit?). Not $50 loss.

Just some suggestions to get your business going in the right path. Having a business is all about your customers who buy and repeatedly buy. So do take care of them coz they are your lifeline.

Feel free to add to the list of solutions, people.

“Life is 10% what happens to you and 90% how you react to it” - Charles R. Swindoll