As someone who has not owned a business but does have an iota of sense, I can tell you guys how to run your department. First, give realistic return days. When you say you will have a gunsmithing job done, do everything you can in your power to get it done by that due date (it seems like your smiths are lazy and push work back). Next, diagnose the issue and order parts for the fix immediately or send a gun into the factory that needs work done. If your gun is not a typical job and is having trouble cycling, do the diagnosis as soon as you receive it, don't push this back. The scope mounting, sight changing, and cleaning is stuff that takes less time and that your department should be proficient at already. If someone has a gun that isnt working at all, you have to see what that issue and resolve it as soon as you receive it and then you should call the customer back with what the issue is,how you will fix it, what parts you need to order, and total cost for parts and labor. Either that or you offer to send it in to the factory. Finally, if you guys are swamped, don't take in more jobs. Refer people to other places. They will less likely to be pissed if you are honest and say you can't get it done in the time they need it done. Refer them to another place and be done.
For such a large store, you guys don't have good customer service skills and that is a serious issue especially considering you guys charge more for guns than any other store in BR. At least justify the cost through phenomenal customer service (the prices are still too high though). If everyone acted like Brian Daniels in that store, more people would come. Brian is the only competent person working there.

This post was edited on 2/3/17 at 2:32 pm

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Posted by Chad504boy

4 posts

Member since Feb 2005

166675 posts

Posted on 2/3/17 at 1:42 pm to ChatRabbit77

quote:
As someone who has not owned a business but does have an iota of sense, I can tell you guys how to run your department. First, give realistic return days. When you say you will have a gunsmithing job done, do everything you can in your power to get it done by that due date (it seems like your smiths are lazy and push work back). Next, diagnose the issue and order parts for the fix immediately or send a gun into the factory that needs work done. If your gone is not a typical job and is having trouble cycling, do the diagnosis as soon as you receive it, don't push this back. The scope mounting, sight changing, and cleaning is stuff that takes less time and that your department should be proficient at already. If someone has a gun that isnt working at all, you have to see what that issue and resolve it as soon as you receive it and then you should call the customer back with what the issue is,how you will fix it, what parts you need to order, and total cost for parts and labor. Either that or you offer to send it in to the factory. Finally, if you guys are swamped, don't take in more jobs. Refer people to other places. They will less likely to be pissed if you are honest and say you can't get it done in the time they need it done. Refer them to another place and be done. For such a large store, you guys don't have good customer service skills and that is a serious issue especially considering you guys charge more for guns than any other store in BR. At least justify the cost through phenomenal customer service (the prices are still too high though).