The last time I experienced great customer service that I
fondly remember was around February of this year when I decided to purchase a
keyboard for one of my school projects. I went to Sam Ash because it was up the
street from where I live and it has a more “familiar” atmosphere compared to
other retailers such as Guitar Center. I usually work ten-hour shifts at my job
and I get out late at night, which does not give me time to go shopping, but I
stopped in almost towards closing time. Now this irks me whenever I have to
close at my job and I hated myself for it but I walked in and went straight to
the audio department. There the manager of that department greeted me without
hesitation and asked if I needed any help. I promptly stated my needs and I
told him that I looked up a specific keyboard from their site and wondered if
they had it in stock. He checked his inventory and said they did not have it in
the store but could order it for me. I said that would be fine and he went on
to ask if I needed anything else and that’s when I started looking around like
a kid in a candy store. I lost track of time and it was significantly over the
time they should have been closed but not once did the salesperson pressure me
into hurrying and leaving. I chose to purchase equipment that I did not initially
plan to get but thought that I would need it in the future and did I ever. I
picked out professional studio headphones, monitors, an audio interface, and a
microphone plus its stand. For every item I chose, the salesperson gave me
excellent knowledge of their use and what made them stand out from other
products. A plus in my book was that he himself was an audio technician that
has worked for different people and even showed me some of his work. I was
surprised at his knowledge and I gladly went to checkout. I applied for their credit
line and my purchase was right at the capping point. Needless to say, the
salesperson knew what he was doing, saw my needs, and went out of his way to
help me make a worthy investment while putting my time over his. A quote that I
found in the class textbook that describes the salesperson and his customer
service etiquette is as follows, “A customer is the most important visitor on
our premises. He is not dependent on us. We are dependent on him. He is not an
interruption in our work. He is the purpose of it. He is not an outsider in our
business. He is part of it. We are not doing him a favor by serving him. He is
doing us a favor by giving us an opportunity to do so.” (MKTG Pg 6) I do not
remember his name but now I get all of my professional audio gear and
instruments from Sam Ash and only them.
