Why do gun shops get away with it?

[breakingcontact]

Why do so many gun shops give terrible service, yet stay in business for years and years?

Is it the rigidity caused by the necessity for the FFL? There are relatively few brick and mortar gun stores.

If your car lot, restaurant or other business was simply horrible with customer service, they would close as customers would go somewhere else.

I have a good LGS I go to, but the majority I've been to are mediocre to downright unfriendly, ignorant and unprofessional.

[trg42wraglefragle]

I believe a lot would be to do with there isn't that much choice for some people in their communities, where as other people may have to ability to shop around a bit, if you only have one gun store withing 2 hours of where you live, you may just have to put up with higher prices or bad service.

I used to shop at a few places that were crazy expensive as they were the only ones I knew of, but with things changing with the ability to buy stuff online, and I learnt of a store about an hours drive away, I no longer go to the other stores I used to frequent.

Others may not have the freedom of choice as you or I might have.


Or i could be completely wrong.

[dakota.potts]

Right now they could spit in your face and people would continue to buy ammo from them.

I also think it has something to do with hundreds of new people every day asking the same questions, fighting over ammo, being swamped with hoarders, etc. Must add to your nerves a bit.

[DeadEye1911]

I find some gun show venders (mostly local FFL dealers) can be just as rude. The ones that I've seen in South Texas do not offer too many bargains but keep the same prices that are in their stores, and they scoff when I offer a tad less. I tried to talk a guy down who was selling a Sig Pro SP2022 for $475, to try to get it for $399, which was the price Academy was selling it for across the street. No luck though, the guy was insulted that I had the nerve to compare him with a larger store. Firearms are expensive, so I'm looking for a lowest priced option. However my local FFL, Lone Starguns in South Texas is awesome.

[Tom Servo]

Or it could be that the demand for dealers to lower prices to pennies over wholesale has led them to cut costs to make ends meet, and part of that is the salaries paid to employees.

I'm familiar with one major retailer who has the best prices in town, but part of that equation means paying minimum wage to the clerks, and...well, you get what you pay for. You can't (and really shouldn't) expect knowledgeable, conscientious service at flea-market prices.

[breakingcontact]

Some good responses:

I acknowledge working in a gun store is not nearly as enjoyable as shopping in one. However, as an owner I wouldnt keep grumpy or unprofessional counter people.

The other point, the "race to the bottom" on pricing...I think this is a combination of factors due to urbanization, chain stores and the interwebs. Where I grew up, people just went to the local car dealership that only had 10 cars on the lot, bought what they had and paid the prices they asked. But, if something was wrong w the car, they could stop by with no appointment, be driven home or given a loaner car or stand around and drink coffee talking to the mechanic while he fixed the car. Now I can fly to another city after buying a car on ebay and drive it home and never see that car lot again and that is part of the benefit for the seller as well.

This is where mom and pop gun stores need to offer what the chain stores can't. Special orders/unique inventory, knowledge and service.

When this most recent gun/ammo craze subsides...some of these small stores may indeed go under. I feel for the small businessman who has to compete against the big box stores and internet retailers but they have to run it like a business given the current and future economic environment. I want them to stay open, we don't want less and less firearms retailers.

[Theohazard]

Or it could be that the demand for dealers to lower prices to pennies over wholesale has led them to cut costs to make ends meet, and part of that is the salaries paid to employees.

Exactly. It seems like the firearms industry has two main consumers: One that knows absolutely nothing about what they're buying and needs guidance from the LGS employees, and the other that knows exactly what they want and expects their LGS to sell those items at the same price as online discount sites.

At the LGS where I work each employee usually has to spend a lot of time each day doing everything from teaching customers the difference between a semi-auto and a revolver to helping them choose the best suppressor for their specific needs. Our employees receive constant training because customers come to our shop expecting us to know everything about every firearm subject there is, and almost always there's someone on staff who is knowledgable enough to answer their questions.

But we also get a lot of people in the store who expect us to match online discount prices and act like we're price gouging because we're selling something for more than 5% over cost.

[DeadEye1911]

Like I said in my post though, I've found rudeness at some of the gun shows that I've went to, where I'd probably never see the vender again, and met them for the first time. I might have a hard time finding them if something went wrong. I tend to go to gun shows to find the lucky bargains in a type of flea market atmosphere. Ammo is usually cheaper, firearms are usually cheaper, to the point that when I go to a gun show, I'm looking for a bargain, and I think most vendors expect to go back and forth about the prices. If I wasn't looking for a deal, I'd stay in my town with my preferred FFL which I fully support. So when I find a guy at a gun show that I'll probably never see again, and that's unwilling to budge on the price of a used pistol that I can get brand new across the street for a lot cheaper, it's a little dis-heartening. The benefit of the FFL that I have though, is that he is helpful, to the point that I do go to him more then the bigger stores. But at a gun show, where I know I won't have any support if my used pistol has a problem, I've come to expect a little leniency on the prices and maybe a bargain.

['88Scrat]

I don't think it would fair to lump all brick and morter gun shops into the same stereotype. The LGS here is (admittedly) terrible when it comes to customer service. There is another one though that is only about 15 miles away that is better than most retailers.

When my LGS told me that they could not get a Springfield M1A they simply left it at that and told me they would call me (and about 20 other people) when they got one in. The other place 15 miles down the road told me that they also could not get one, but they moved heaven and earth to find me exactly the one I wanted. They called their Springfield rep and had one transfered in from Oregon. I had a new rifle in about 10 days and they actually gave me a 10% discount for the 10 day wait. Outstanding customer service all around.

[gaseousclay]

I've had mixed results from different gun shops. Most seemed to ignore customers and only a few were friendly. But, I can understand how gun store employees might get irritated, especially if their time is being wasted by some guy who has no intention of buying. I do think that gun store employees should at least try and be courteous to customers rather than take on a snarky attitude

[deepcreek]

There is a couple of stores around here that are rude and act like it is some kind of privilege to even look at their store. I was reading reviews on them the other week and they were just pages of negative. I just don't spend money there. I am not sure how they stay in business.

We have a couple that are really good and they hire friendly and helpful people. That's where I go I don't mind spending a few extra bucks in a big purchases like a gun to support nice people.

[chiefr]

I must be real lucky. Other than Gander and Sports Authority. we have only one gun shop. I find every visit a pleasure. The people are helpfull and informative. There prices are all resonable and not jacked up and their inventory is awesome. Even with the ammo situation as it is, they did not raise prices, but they limited ammo purchases to only 2 boxes.

Now on the otherhand, customers were rude and down right nasty when faced with a limit on ammo purchases. Makes you wonder.

[g.willikers]

A gun store owner who is curt and rude to customers probably doesn't understand that very few gun stuff buys are out of necessity.
For most it's a hobby or enjoyable past time.
And our involvement reflects that, as does our purchases - or not.

[buck460XVR]

Around here, LGSs stay in business because of their knowledge, their inventory and/or their prices. Most only need two of those to stay in business. Courtesy from them, in the most part, seems to reflect that given to them by the customer. YEMV.

[rc]

There really are all kinds of gun shop owners. Some will shoot the breeze with you for an hour and not care if they sell you everything in the store and others want you to buy something or go away. Some talk bad about you when you leave to other customers. I was in one gun shop and the owner said, I can't stand listening to peoples stories after a chatty customer left. My buddy and I avoid giving him business now. He has another guy working for him that actually is good to talk to but that owner's comment really hurt his relationship with me. I will buy from anybody else first.

[Reinz]

My brother and I were just talking about the gunshops of Southern CA the other day.

We remembered when 10-15 yrs ago how many had very nice, knowledgable guys in most shops whom were great to talk to, trust and buy from. They really cared about the customer and some of them are our friends now to this day.

Now, those guys are gone, and quite a few of the shops are now gone as well.

It just seems that MAny shops, Not all, just don't invest in hiring the right folks these days.

[m&p45acp10+1]

The shop here in town that I go to the staff is friendly, and professional. They are higher on prices by a bit than most. I will gladly pay more to do buisness that gives good service.

[KyJim]

I guess I'm fortunate. The local stores I frequent have staff who range from fairly knowledgeable to very knowledgeable. I've sometimes heard "I don't know, let's ask ____." I've seen one LGS send customers down the street to another bow dealer instead of trying to sell them something else. I've always been treated well, ranging from courteous to downright friendly.

[johnwilliamson062]

I also think it has something to do with hundreds of new people every day asking the same questions, fighting over ammo, being swamped with hoarders, etc. Must add to your nerves a bit.

Welcome to retail. If you don't like it don't own a retail store.

There are a lot of people who wouldn't mind working in a gun shop for a few hours a week. I don't buy that they can't find people who are polite. NO, I don't expect everyone at a gun shop to be knowledgeable, but not being polite is ridiculous.

Lately Gander Mountain staff is outperforming all my LGS in both product knowledge and attitude. Maybe my local Gander Mountain has a good manager right now or something, but I would have never guessed a time would come when I would say that.

[RBid]

People will buy where prices are lowest, regardless of how the service is. Many people would rather save $30 buying from a jerk than spend the extra money to deal with someone who will have a conversation with them. Consequently, there is no incentive for some shops to be nice to people. When you have the lowest prices in town, you can treat people however you want.

[UtopiaTexasG19]

My pet peave with 2 of our local gun shops is their web sites that show dozens of guns in stock, which are not and never will be in stock, and email where they never intend to answer you back. If someone does not have the time or inclination to answer emails don't put the address out on the web site. This happens with non gun web sites also.

[Dashunde]

People will buy where prices are lowest, regardless of how the service is.

Not always true.
I walked out of one store and paid a few more bucks at another when I bought my G21.
I just couldnt stomach any more assyness from the first place and was determined not to give them a dime.

A lot of people have crappy jobs, its no excuse for having a bad attitude.

[Silver00LT]

You should expect comparing a small business to a major chain will leave a sour taste in the gun shop. That's comparing apples to oranges.

We have two gun stores...I only compare them to each other and thats it.

One gets business from me for weapons, etc. I just stopped by the other one ONLY because I am trying out some new powder and did not want to do a 120 mile round trip for ONE bottle of powder.

[Kimio]

Very good responses, and I as I've read threads about brick and mortar retailers in the firearms trade, many of my personal views have changed.

I've shifted my views after thinking and reading things here. I'm all for free market, and I understand people need to make a living, stock shrinks prices go up. Business/Economics 101 right there, don't like the prices, don't buy from that outlet and shop somewhere else.

In regards to poor customer service, I find that inexcusable regardless of what the retailer faces (well exceptions can be made for bad customers of course). I've had my fair share of crappy clerks in gun stores, and I feel for those that don't have many options and are forced to shop at said outlets.

Bad CS really makes or breaks it for me in most cases, it's a proven fact that in many cases, if you give quality service, the customer may be willing to spend a little more at your store simply because they trust you as opposed to joe bloke down the street who has a better price but is an unknown.

[Rifleman1776]

Good question.
There does seem to be a problem with attitude among gun store owners. I have never understood it. It might be they are more gun people thant businessmen.
I have owned a gun shop that had to compete with the big box stores. I learned quickly I could never compete head to head with them. So, I created my own niche by providing personal friendly service and providing what the big box could not. I provided special order service, repairs and gave advice. The advice was free.
I also learned quickly that when the same questions are asked by many people that meant there was a need to fill.