Customer Service at The Gallery

[JTUK]

Always been great to me but can understand such a small operation can get fraught days.
Lot of pressure to be mr Smiley all the time, day-in day-out.
I would guess fawning over customers is hard ..so the customer needs to connect more as well
and embrace them in conversation/questions.
AFAIK, there are onl;y 3 max..to do EVERYTHING...and that includes making ALL the basses and repairs.

I would cut them slack if anything but rude.... myself.

[Clarky]

[quote name='MiltyG565' timestamp='1360573498' post='1972350']
If it puts any money in the till at all, make the sale.
[/quote]
Sure fire route to bankruptcy if there is no profit margin! The Gallery has London rental/rates costs plus the cost of holding many hundreds of thousands of pounds worth of inventory let alone the salaries of the staff. If they only ever price matched high volume web retailers (without these costs and with economies of scale) they would soon be in difficulties I suspect. Clearly they make money on items that cannot be price matched (eg, second hand basses or Martin's Sei basses) but even so. Regarding Luke/Karlfer's comments, maybe they should remove the explicit price matching advertising and only conduct this verbally on items on whic there will still be margin involved? But thats their decision

[JTUK]

[quote name='karlfer' timestamp='1360571949' post='1972326']
Sorry Luke, you are missing the point, which is very unusual for you.
They advertise price match.
They advertised the bass was in stock.
They still advertise price match.
They still advertise the bass is in stock.
In fact none of the adverts have changed, it just seemed that the only time they didn't have that bass in stock was when I asked about price match.
It doesn't matter what field and wether big or small retailer, there are advertising codes.
If you have no intention of doing something, do not advertise to the contrary. If you advertise to the contrary, you may have to at least take some criticism.
Karl.
[/quote]

They have priced-macthed for me... and I asked them outright.
I have no idea why they would say stuff is in stock if it isn't.. that just will not work..
and it would soon come apart.

Their website used to be out of date..or not updated often enough and that is a simple admin thing...but as a rule,
I assume all websites to be unreliable so specifically ask. That is the downside of online.. you can't ask direct questions
often enough.

The conversations goes that I will pay X if they can deliver Y... now if that was the deal and it was 100% understood
then any shop not complying would get me annoyed.

My two fave shops in the SE are The Gallery and Bass Gear and both have given me excellent personal service.
My experience with GAK is good as well... altho they are more mainstream and not bass specialists, but good nevertheless. IME.

[MiltyG565]

[quote name='Clarky' timestamp='1360576443' post='1972411']
Sure fire route to bankruptcy if there is no profit margin! The Gallery has London rental/rates costs plus the cost of holding many hundreds of thousands of pounds worth of inventory let alone the salaries of the staff. If they only ever price matched high volume web retailers (without these costs and with economies of scale) they would soon be in difficulties I suspect. Clearly they make money on items that cannot be price matched (eg, second hand basses or Martin's Sei basses) but even so. Regarding Luke/Karlfer's comments, maybe they should remove the explicit price matching advertising and only conduct this verbally on items on whic there will still be margin involved? But thats their decision
[/quote]

Well, obviously i doesn't always apply. I bought £80 worth of price matched strings from my local. I'm sure the store made a healthy profit from them, and i got a good deal (the strings were expensive). But if you are making a mere £20 or £30 on a £1000 bass, obviously that's taking it a bit too literally.

[karlfer]

[quote name='Clarky' timestamp='1360576443' post='1972411']
Sure fire route to bankruptcy if there is no profit margin! The Gallery has London rental/rates costs plus the cost of holding many hundreds of thousands of pounds worth of inventory let alone the salaries of the staff. If they only ever price matched high volume web retailers (without these costs and with economies of scale) they would soon be in difficulties I suspect. Clearly they make money on items that cannot be price matched (eg, second hand basses or Martin's Sei basses) but even so. Regarding Luke/Karlfer's comments, maybe they should remove the explicit price matching advertising and only conduct this verbally on items on whic there will still be margin involved? But thats their decision
[/quote]

Clarky, you are right about them removing price match. Unsavoury companies advertise product they don't have in stock, to draw you into communication/sales techniques etc. I would really expect more from The Bass Gallery.
The fact that both before and after Alex's email back to me, they were advertising this bass on price match, and advertising it as in stock, leaves a bad taste. If it is a mistake, admit it, remove the parts of the ad necessary and carry on. I am sure it is not intentional.

[Fat Rich]

I had a similar experience the first time I went to the Gallery and thought about never returning, however subsequent visits Alex couldn't have been more helpful.

There's another pretty much identical thread, Alex posted and said he could be a bit grumpy sometimes but would try to be friendlier in future.

Also didn't I read somewhere he's moving on to other things soon? Or did I dream it?!

[wateroftyne]

How I miss the days of Howard (The Bass Doc)'s Bass Place in Newcastle.

You could doss around all day, plunking about on basses whilst passively smoking 1,000 tabs. It was a social hub.

[karlfer]

[quote name='wateroftyne' timestamp='1360578844' post='1972463']
How I miss the days of Howard (The Bass Doc)'s Bass Place in Newcastle.

You could doss around all day, plunking about on basses whilst passively smoking 1,000 tabs. It was a social hub.
[/quote]

Funny isn't it. I've only just twigged this, but as a much younger bloke I used to go there a dozen times a year, from Darlington.
Remember one I bought there was a Music Man with a JD neck. Another one I should never have sold on.

[Howie]

I have been going to the Gallery for a few years now and I have never experienced any bad service or rudeness.

Alex and Martin could not have been more friendly and helpful every time and that includes the first time I went there when I was just looking around.

If and when Alex does move on, I for one will be very sorry to see him go.

[jjay69]

I can totally relate to the ops opinion. I live a walkable distance to the gallery so how come i've only been there a handful of times. I came to the conclusion that each time i go i get a slight feeling of "being in the way" and it takes several months before i've sort of forgotten the experience and give it another try, yet the same thing happens again. Alex (i presume) is not the most friendly of sorts and small-talk is not his thing. I asked if i could try out a bass recently, he went upstairs, got it, brought it down to me, handed it over and strolled off, not a word was spoken, talk about feeling a tad uncomfortable.

I think its' such a crying shame the place is crammed full of beautiful gear that i'd happily spend hours tinkering over and no doubt eventually would spend money there even if it took years, (though i did get some work done a while back - but that was after chatting with Martin). But as it is all i want to do is leave not long after arriving.

I would say there are 2 things involved here. 1. That Alex is not a bad chap at all, but smalltalk is not his speciality (neither mine which probably doesn't help), if you crack him open a bit he tends to open up or it may be a case of simply bass snobbery ? 2. The place is slightly intimidating, with thousands of pounds worth of gear everywhere, one foot in the wrong place could be costly so it's not exactly easy to relax, or maybe he can spot the difference between a buyer and a tryer at a glance. I'm probably more the latter

I'm probably a bit frustrated at living so close to the ultimate "sweet shop" only for the sweets to taste a bit like "raw cabbage"

just My 2 cents

[arthurhenry]

[quote name='Fat Rich' timestamp='1360578114' post='1972451']
I had a similar experience the first time I went to the Gallery and thought about never returning, however subsequent visits Alex couldn't have been more helpful.

There's another pretty much identical thread, Alex posted and said he could be a bit grumpy sometimes but would try to be friendlier in future.

Also didn't I read somewhere he's moving on to other things soon? Or did I dream it?!
[/quote]

Another thread mentioned that he is studying the knowledge. Make up your own jokes about the suitability of a grumpy demeanor for a London cab driver.

Edited February 11, 2013 by arthurhenry

[MiltyG565]

[quote name='jjay69' timestamp='1360587148' post='1972702']

I'm probably a bit frustrated at living so close to the ultimate "sweet shop" only for the sweets to taste a bit like "raw cabbage"

[/quote]

In my opinion, having them taste like raw cabbage is far better than having them taste like boiled/steamed cabbage.

[risingson]

[quote name='jjay69' timestamp='1360587148' post='1972702']
I can totally relate to the ops opinion. I live a walkable distance to the gallery so how come i've only been there a handful of times. I came to the conclusion that each time i go i get a slight feeling of "being in the way" and it takes several months before i've sort of forgotten the experience and give it another try, yet the same thing happens again. Alex (i presume) is not the most friendly of sorts and small-talk is not his thing. I asked if i could try out a bass recently, he went upstairs, got it, brought it down to me, handed it over and strolled off, not a word was spoken, talk about feeling a tad uncomfortable.

I think its' such a crying shame the place is crammed full of beautiful gear that i'd happily spend hours tinkering over and no doubt eventually would spend money there even if it took years, (though i did get some work done a while back - but that was after chatting with Martin). But as it is all i want to do is leave not long after arriving.

I would say there are 2 things involved here. 1. That Alex is not a bad chap at all, but smalltalk is not his speciality (neither mine which probably doesn't help), if you crack him open a bit he tends to open up or it may be a case of simply bass snobbery ? 2. The place is slightly intimidating, with thousands of pounds worth of gear everywhere, one foot in the wrong place could be costly so it's not exactly easy to relax, or maybe he can spot the difference between a buyer and a tryer at a glance. I'm probably more the latter

I'm probably a bit frustrated at living so close to the ultimate "sweet shop" only for the sweets to taste a bit like "raw cabbage"

just My 2 cents
[/quote]

Seems like a good way of summing it up.

It still won't stop me from popping in when I'm in London/Camden area and I know Alex doesn't mean to be that frosty. But customer service is everything to me, it's what makes a good shop a great shop or a great business.

I did wish Alex all the best with The Knowledge but if he happens to read this again, here's hoping he gets on fine with it! Sounds bloody hard.

[thegallery]

Hi disgruntled people

when i shop, i hate assistants pestering me, i like to try things, if i like them, i buy them, that is how run The Gallery, we are a shop and there to make money, if you come in and tell me, i'd like to try things but i'm not buying anything, i'm not really sure what people expect of me. I don't just deal with sales, i have to do internet, photos, accounts, amongst other things so i have always lots to do, i will always answer question, i'm not sure why it matters if i'm chatty or not, if you are after buying gear i'll happily sell it to you, i'm not sure why it matters if i'm all sweetness and light. I'm not a robot, i have good days, bad days, And yes as mentioned i do feel bad if people aren't happy with their visit! On the plus side i will be leaving, so all those people that said they would not come back because of the way they where treated, can come back. Re prices we do price match regardless if we have the item in stock.


alex

[charic]

[quote name='thegallery' timestamp='1360593900' post='1972934']
Hi disgruntled people

when i shop, i hate assistants pestering me, i like to try things, if i like them, i buy them, that is how run The Gallery, we are a shop and there to make money, if you come in and tell me, i'd like to try things but i'm not buying anything, i'm not really sure what people expect of me. I don't just deal with sales, i have to do internet, photos, accounts, amongst other things so i have always lots to do, i will always answer question, i'm not sure why it matters if i'm chatty or not, if you are after buying gear i'll happily sell it to you, i'm not sure why it matters if i'm all sweetness and light. I'm not a robot, i have good days, bad days, And yes as mentioned i do feel bad if people aren't happy with their visit! On the plus side i will be leaving, so all those people that said they would not come back because of the way they where treated, can come back. Re prices we do price match regardless if we have the item in stock.


alex
[/quote]

Alex,

If it helps any (it probably doesn't, but hey) I've always found your demeanour distant but pleasant enough. But then I am always up front on that I was only really visiting to try out a few things while in the area. Both times I believe it was you I met, both times you gave me an amp (always a nice one) and a cable and told me to help myself.

Based on this (what I call) good service I have pointed countless people in the galleries general direction and bought odds and sods I can stick in my pocket (usually a handful of picks) even if I didn't need them.

So I for one will miss your presence at the gallery. Best of luck in whatever your next endeavour is

[MiltyG565]

[quote name='thegallery' timestamp='1360593900' post='1972934']
Hi disgruntled people

when i shop, i hate assistants pestering me, i like to try things, if i like them, i buy them, that is how run The Gallery, we are a shop and there to make money, if you come in and tell me, i'd like to try things but i'm not buying anything, i'm not really sure what people expect of me. I don't just deal with sales, i have to do internet, photos, accounts, amongst other things so i have always lots to do, i will always answer question, i'm not sure why it matters if i'm chatty or not, if you are after buying gear i'll happily sell it to you, i'm not sure why it matters if i'm all sweetness and light. I'm not a robot, i have good days, bad days, And yes as mentioned i do feel bad if people aren't happy with their visit! On the plus side i will be leaving, so all those people that said they would not come back because of the way they where treated, can come back. Re prices we do price match regardless if we have the item in stock.


alex
[/quote]

If i'm ever in London, i will be checking out The Gallery, and i can understand you taking this personally, and being a bit upset about it (couldn't blame you for that) and i can even understand you being busy, but some people like to be left to their own devices, like yourself, and some like a bit of small talk thrown in, which seems to be the general feeling on this thread. I think with bigger purchases, people might expect to be a bit more fussed over. Personally, if i'm looking at accessories, i like to be left to my own devices, but if i was genuinely looking to buy an instrument, i want to try it out, then have somebody go over all the specs and everything with me. Of course by that stage i would generally know if i was going to buy or not. Of course, we all have good days and bad days. It's hard to smile and make small talk when you have the weight of the world on your shoulders.

I would view this as a bit of feedback, but if you are moving on soon, it probably doesn't matter that much to you. Good luck with whatever you go on to do next.

[xilddx]

[quote name='thegallery' timestamp='1360593900' post='1972934']
Hi disgruntled people

when i shop, i hate assistants pestering me, i like to try things, if i like them, i buy them, that is how run The Gallery, we are a shop and there to make money, if you come in and tell me, i'd like to try things but i'm not buying anything, i'm not really sure what people expect of me. I don't just deal with sales, i have to do internet, photos, accounts, amongst other things so i have always lots to do, i will always answer question, i'm not sure why it matters if i'm chatty or not, if you are after buying gear i'll happily sell it to you, i'm not sure why it matters if i'm all sweetness and light. I'm not a robot, i have good days, bad days, And yes as mentioned i do feel bad if people aren't happy with their visit! On the plus side i will be leaving, so all those people that said they would not come back because of the way they where treated, can come back. Re prices we do price match regardless if we have the item in stock.


alex
[/quote]

Try working in a hospital, Alex

[karlfer]

[url="http://www.thebassgallery.com/product_details.cfm?ID=2048&type=Bass"]http://www.thebassgallery.com/product_details.cfm?ID=2048&type=Bass[/url] Guitar
Same advert I responded to, same advert as the day I was told none in stock, same advert 2 minutes ago.

[ezbass]

[quote name='thegallery' timestamp='1360593900' post='1972934']
On the plus side i will be leaving, so all those people that said they would not come back because of the way they where treated, can come back.
[/quote]Sorry to hear that Alex, I for one will miss you.

I have always enjoyed my Gallery experiences and have bought a fair bit of kit there over the years. Personally I like not being asked "How're you getting on with that?" every 5 minutes. One of my most recent visits had me trying around 11 different five stringers over a hour or more. The only time I needed assistance was either to access a bass that was a little tucked away (I didn't want to risk damaging anything in the way) or to have the workshop tweak the set up a bit for me. That day I didn't buy anything but knew what I wanted and Alex quoted me a very tasty price for said kit. A few days later after having offloaded some of my gear I went back and bought it, no muss, no fuss. Maybe some people prefer a bit more of a hands on experience, different strokes for different folks and all that, but I have had no issue with my treatment there either in person or the phone regardless of who I've dealt with. YMMV

[lettsguitars]

This thread does seem unnecessary really. They have basses that very few other places would even consider stocking. That in itself is why the gallery is worth a visit and they must get a fair share of 'sightseers' which must put a dampener on their general outlook on 'customer service'. If you want to try a fodera with a view to buying where else is there? If you are serious about buying a £2000 instrument why the hell would anything other than the bass itself put you off? If the reason you contact them is to sell them a guitar of course they're not gonna be too fussed about it. They're not desperate for instruments and it isn't ebay you're dealing with.

[LukeFRC]

[quote name='lettsguitars' timestamp='1360596602' post='1973003']
This thread does seem unnecessary really.
[/quote]

yep.

[bobbass4k]

Only been once, I had some time to kill before an early doors gig in Camden so I figured I'd go and look at all the pretty. Have to say I do prefer not being pestered, I find that if an assistant asks me if I need help with anything and I say I'm just browsing, they tend to get a little disgruntled. I can't remember who was there when I went but I was the only one in for the 10 minutes or so I was in there and the guy was behind the counter and didn't say a word to me, which personally I liked. I was just there to look, and had he been actively trying to get me to try or look at things I'd have felt bad, but he left me to my ogling and was there if I had had any questions.

Contrast that to one time I was in the Bass Cellar, the guy at the counter was having a loud conversation with his friend and I wanted to ask if they had a specific set of strings, i got a very annoyed "what?" an unhelpful "I don't think so", and a "what a prick" to his friend on the way out.

[xilddx]

[quote name='lettsguitars' timestamp='1360596602' post='1973003']
This thread does seem unnecessary really. They have basses that very few other places would even consider stocking. That in itself is why the gallery is worth a visit and they must get a fair share of 'sightseers' which must put a dampener on their general outlook on 'customer service'. If you want to try a fodera with a view to buying where else is there? If you are serious about buying a £2000 instrument why the hell would anything other than the bass itself put you off? If the reason you contact them is to sell them a guitar of course they're not gonna be too fussed about it. They're not desperate for instruments and it isn't ebay you're dealing with.
[/quote]

But it's the same deal as selling any other stuff. Of course you get sightseers, but if you can convert a percentage of them into buying customers, and preferably returning customers, and even more preferably returning customers who create other returning customers, then you can probably create a sustainable business. It's all very well saying I give you an amp and a cable and feel free to help yourself, but that's actually CREATING sightseers who over time are devaluing the stock. You have to use your skills and knowledge of behaviour to sell the gear. There are different types of customers, you need to get a feel for them as soon as possible, show them the gear they're after, or say they're after, and help them come to a decision with your knowledge, experience, and KNOWING the customer as quickly as possible. The buying experience is greatly enhanced by great service. I know people who do their research on the internet and buy in a shop, rather than the other way around. And there are very many people who are worried about buying blind on the internet, they don't even know what to buy, so a shop is of immense value.

I undertand people hate being pestered while they are in a shop, but the sign of a crap sales person is one who doesn't think and irritates the customers with scripted generic bollocks. If the sales person is interested in the customer, there are a million pertinent questions you can ask them without being irritating or intrusive.

[skankdelvar]

[b][/b]
[size=5][b]Guitar shop bloke in 'Not gabbing away like an eejit' shock horror probe - pages 1,2,3,4.[/b][/size]

For myself, I think that a visit to a music emporium is incomplete unless the salesman has taken the instrument from the wall, plugged it in and given me a twenty minute masterclass in slapping and tapping.

The chatting away, the 'rapport building' and the AIDA sales technique is just a welcome bonus, afaic.
[color=#FFFFFF].[/color]

Edited February 11, 2013 by skankdelvar

[spongebob]

I have been there once, and my experience was overall, very good.

I appreciated the 'there's the bass and an amp' thing - I could have played for hours if so inclined!

Once I agreed the sale, it was nicely adjusted to my liking - I then left it with them whilst I went sight-seeing, and picked it up later on to take it home on the train!

I can see what some of the posts mean - but I found the relaxed atmosphere a pleasant change from the usual hard sell.....and their stock is awesome! [size=4] [/size]