...no more kesslerings!

[boneaddict]

I'm impressed!  I've never been to your store, but very happy to see you here trying to improve things.  THAT says alot.  Gentleman here is your chance for input. 

[Gutpile]

I'd like to ask for some constructive criticism on how to improve our customer service?

Never shopped there and probably never will since I guessing it's on the west side but Keith, you need to DEMAND that employees treat every single person with respect. Back before I was self employed I managed quite a few places and customer service was the #1 consideration. I would write people up on the first offense, send them home for the rest of the shift immediately on #2, send them home for a few days on #3, and then simply just fire them if the attitude continued. If you give bonuses you can use that as a carrot and tell employees cs will decide bonuses.

I'd take the good old boy who wouldn't check prices up to the office and grill him a bit. If cs is really that bad he'll probably brag about the guy he pissed off. Anyways If your able to get a close story I'd give him the ass chewing of a life time.

You know, if these stories are true and you don't do something fast you will eventually have to close doors. It's justa matter of time. You have to absolutely DEMAND that your employees treat your customers well whether they are idiots or not. It's good to be in business when you know and like your customers and the customers know and like you. It makes life good. It sucks to be disliked and see long time customers slip away because you've hired *censored*s.

Unemployment is going up, there's more good people looking for jobs. Time to set an example.

I guess I'll add some of my experiences. ne time I went to a smaller gun shop and the counter guy proceeded to tell me all about the evil jews and the new world order and all sorts of weird stuff. I bought whatever I was looking for and never went back. It was just too uncomfortable. Had he kept his mouth shut I'd have gone back. He carried a lot of AR products at good prices but it was just too much of a turn off.

I've been to several places that seemed complacent and ignored me or acted like they were far more knowledgeable than I. Why do you want that? Why do use shoot this gun, why do you use that scope? I don't feel like I need to be educated I just want what I want. In these cases I just don't go back. Plain and simple.

So you have to ask yourself, how many Gutpile's are out there? How many people have my employees turned off? I bet it'd be scary if these earlier stories are true at all.

I'd prefer to give the small shops or locally owned shops my business but I have no problem shopping at Sportsmans warehouse or cabelas knowing that even if it takes a while to get counter help they'll be friendly when they do help. 

[Wea300mag]

Here is my input:

I work a normal weekday job so your Mon-Fri hours don't work well for me. We all know what Kesselrings is like on a Sat; especially leading up to and during hunting season. For us locals, it's like fishing the Samish River in early Sept, elbow to elbow. I would imagine that many of these horror stories are from Saturdays. Maybe you could stay open later on Fri or open for a half day on Sun during the busy time of the year.

Dan

[Hunting Cowboy]

PM sent

[SuperDave]

Having purchased a few firearms from Kesselrings and my last one there, I have had great service.  Mounted my scope, brought it out several times and adjusted it.  Have been in several times and I believe it was Keith who helped me and asked how I was liking my gun.  I like the personnal service.  I wouldn't dare venture in there on a saturday, during the weekday's is the time to go.  Maybe placing a register by the door that is for people purchasing would alleviate some problems and free up some help at the counter.  Excellent store and I will be back!! 

[billythekidrock]

I'd like to ask for some constructive criticism on how to improve our customer service?  Some have already shared their personal experience shopping in our store. 

If you don't have any suggestions, maybe share with me a negative experience you had while shopping.  I'm committed to improvement and very open , so let it rain. 

Thank you for your time.

Keith

Absolutely stand up!
If I lived closer I would make an effort to get in and give you an honest opinion, but since I live so far away I will have to make suggestions based on the posts here.

As you may have noticed, the internet can be a powerfull vehicle to both true and false info. Obviously you are aware of some internal issues and you are serious about rectifying them.

Having worked in retail and in customer service positions I can say that one bad apple will spoil the barrel.

Knowledge of guns and their application does not necessarily equate into a great employee. Attentiveness and honesty go alto farther with me than all the knowledge in the world with a "I don't give a damn" attitude. Being smarter then your customers is great, but keep it under control.
Make sure the customer is acknowledged and taken in order. Don't ignore me or bypass me and the small purchase in my hand for the guy that is spending more. Paying customers are no more important then nonpaying customers, but when it is obvious that customers and employees are shooting the breeze the employee needs to know when to pause the conversation and help someone in need. Multitasking is very important in customer service. Help more then one person at a time when possible.

Good luck.
Just my  

[Jerome]

I havent been to your shop in about 7 years due to i felt like if i wasnt purchasing a rifle or making a big purchase i got shafted by your staff. 

[NWTFhunter]

Kudos to you Mr Kesslering.

I was in your store a few years ago to pick up some ammo durring hunting season and was surprised at how many people were in there and not in the field.  The price of the ammo was a little higher than what I normally pay, but it was convienent so thats what you normally get.
I did look at shotguns and your prices were also higher than I was or am willing to pay.  Thats just me though, I will search til I find the cheapest price when buying guns.
There was a long line at the gun counter and was glad I wasnt waiting for service.
I think someone made a good point at placing a register around the door area so that people who are not needing gun service can simply make their purchase and get out.

I dont have any negative experience from your store, but like has been pointed out here... If you dont fix bad CS you wont be in business long with this sort of economy !
Best of luck in getting it right with those who are unsatisfied.

[Vek]

In defense of Kesselring's - you must understand that that place is a circus on weekends and during hunting season.  Absolute circus.  Stand near the counter and listen to the questions the desk guys field, and you'll hear some unbelievably stupid questions asked by customers. 

At those times, the eternal wait for help at the counter does suck. 

As of about 2 years ago (before I moved to AK), about 25% of the staff were cornholes.  They were easy to avoid.  The others were helpful. 

As for prices, at that time, they had better prices on powder, primers, dies, brass, and bullets than any stores I remember in that area - Yeager's, Coast-to-Coast/Dave's in Lynden, Sporty's, GI Joe's, etc.  They've gotten a ton of my money over the years.  They sell some brass by weight, and when they weighed out my purchases, I always ended up with an extra one or two out of 100 or 200 (which is nice when you lose one in the field after a shot). 

Dave in Lynden is a heckuva guy, though.  Good place to do business. 

Kesselring's has its limitations.  If you are sensitive about customer service, shop there on a weekday, or during the winter or spring.  Fall is ridiculous, and you'd better know what you want before you go. 

[ICEMAN]

Never been there. One thing I had to do when I had my business, was continually remind my employees that this purchase, was the most important purchase in the world, ..... to the purchaser!

I would also plan for and advise employees that you will have a third party consultant occasionally stop in to assess customer service.

Thirdly, like you have done with this thread, I used to work for a company whos chief executives home phone number was actually placed on every receipt. Pissed customer calls the owner/CEO. They didnt have too many pissed customers after the CEO gets word of which employee is serving up the *censored*ty customer service.

Your whole business is customer service. We can buy guns and other crap almost anywhere,.... why the heck should we buy it from you? Make the service sell the stuff.

Finally, rule with an iron fist once in a while, and make sure all employees understand why "Bob" doesnt work there anymore....

[Elk4me]

I bought a Tikka T3 at Kesselring's last year and got great service. I was there on a Wednesday afternoon and was impressed with the service at that time. Slow on Wednesday's probably but good service anyway. I didn't buy the gun that trip because I was on my way to Canada that day. I was presented with every gun I asked to see even when they knew I wasn't buying. I came back in January to buy the gun and got the same level of service. I have been in there on busy Saturday afternoons and while the service was slower, I did get all my questions answered and had good service. My 

[ebusa]

I'd like to ask for some constructive criticism on how to improve our customer service?  Some have already shared their personal experience shopping in our store. 

If you don't have any suggestions, maybe share with me a negative experience you had while shopping.  I'm committed to improvement and very open , so let it rain. 

Thank you for your time.

Keith

There is one thing that needs to be done ASAP!  Relocate the 2-3 boxes of stacked ammo that some employee put right infront of the counter at the register!!!!

Because of this, us customers have to stand in the way of the little entry way (blocking employees)  when they are going to and from the main lobby.  This also makes it hard to complete our purchases when we have to reach over all the crap in the way to punch in our debt pin number or sign for something.  I witnessed two different guys knocking stuff off the counter trying to reach over and make a payment or grab what they purchased. (and the employee got all pissy) - Move the boxes that are in front of the register to a new place!!!!

-ebusa

[KeithKesselring]

Thank you to all who have shared your experiences and suggestions.  I will continue to monitor this thread so if you haven't had a chance to share please do so anytime.

Keith

[byrdman]

You should remind Donny that guns are fun, and that he should smile (at least once).
You know, like the Hardan boys.

[Bscman]

Since my dad retired a couple of years ago the store has been on autopilot.  I am taking control of the everyday operations from my brother.  Our customer service has been poor, I'm in agreement.  There is no excuse for the type of treatment customers on this thread received. 

I cannot guarantee that things will be fixed overnight, but i can tell you our problems are being address.  Some of you could probably care less as we've broken the last straw. 

I'd like to reach out to Bscman in Sedro Woolley to call me 360 724-5841 ext 3, i will refund your purchase.

Keith Kesselring

Keith,

Message inbound. No need for a refund.
Glad to see you are addressing some of the problems we have had.

Best of luck in the coming years!

-Brett