Post by: Bscman on December 01, 2008, 04:25:32 PM
I'll give them credit for having a large selection and some helpful staff...but I've been mis-treated too many times. Today was the straw that broke the camels back--and too bad for them, as I was planning to go back Thursday and pick up a CZ Rami and XD09.
Anyway, my story.
I picked up 4 boxes of Magtech .380acp for plinking...the shelf was marked $12.50. Each box was individually stickered $12.50. However, at the register they rang up $13.99.
I pointed out the error, and the guy gave me a pained stare and said, "You must have dug to the back of the pile for the old boxes with the old price!" He swiped my card and said "Sign here!"
My rebuttle was simple and clear, "No sir, the sticker on the shelf say $12.50 as well. They are all marked at this price."
Rather than agreeing with the customer, or even walking around the counter 5 whopping steps to the display, he told me again they were $13.99...and with a tone as though he was calling me a liar.
Needless to say, the ammo is still on the shelf and I have no reason to go back....
Since this guy argued over $2.50 per box on a handful of ammunition, he cost himself a $569 cash sale.
I'll take my purchases to Sportsman's Warehouse or to the internet.
These guys aren't worth the drive to me...not now!
I have very little tolerance for shops that mistreat their customers.
End Rant...
Post by: O_mykiss on December 01, 2008, 05:23:31 PM
It occurs to me that unless the staff knows you, or you have what you want with cash in hand you can barely get some service, and even then it's obviously a stretch.
Maybe they're tired of dealing with all the gun-petter types and don't care anymore. Who knows? I want to like going there, but they seldom come through with the service they need to compete with SW and Cabela's. I avoid the place unless neccessary.
Post by: saylean on December 01, 2008, 05:44:08 PM
Post by: tlbradford on December 01, 2008, 06:07:48 PM
....no, I can't get anyone a better deal.
Post by: boneaddict on December 01, 2008, 06:21:15 PM
Post by: thinkingman on December 02, 2008, 08:41:42 AM
Same old story, different day. You'll have to take a number and get in line with the others. Complacency is king there.Yup.
It occurs to me that unless the staff knows you, or you have what you want with cash in hand you can barely get some service, and even then it's obviously a stretch.
Maybe they're tired of dealing with all the gun-petter types and don't care anymore. Who knows? I want to like going there, but they seldom come through with the service they need to compete with SW and Cabela's. I avoid the place unless neccessary.
I got tired of going in there.
It was a pain to get someone that really wanted to help you.
I also wondered why some of their used guns were priced where I could buy a new one online.
I like to support the locals but there is a limit.
Too bad, they're a huge shop and huge inventory.
It will be sad to see them go.
Post by: shanevg on December 02, 2008, 08:50:42 AM
Post by: ebusa on December 02, 2008, 09:09:29 AM
"It was a pain to get someone that really wanted to help you."
[/quote]
Aint that the truth!!!!
Post by: jjhunter on December 02, 2008, 11:17:32 AM
Post by: broken-arrow on December 02, 2008, 11:32:01 AM
Post by: singleshot12 on December 02, 2008, 11:58:48 AM
Post by: smdave on December 02, 2008, 10:39:08 PM
I was in there once to get some bullets for one of my pistols and they told me flat out that the gun did not exsist, I went out to the car and got it. They still could not help me they had no clue.
Dave
Post by: addicted on December 02, 2008, 11:20:27 PM
I was in there once to get some bullets for one of my pistols and they told me flat out that the gun did not exsist, I went out to the car and got it. They still could not help me they had no clue.
Dave
:chuckle: thats what happens when you collect rare wheel guns lol
Post by: Kent Hunter on December 03, 2008, 07:23:47 PM
Post by: jeepasaurusrex on December 03, 2008, 07:48:18 PM
Post by: Jerome on December 03, 2008, 07:58:23 PM
Post by: hunterbuilder on December 03, 2008, 08:04:01 PM
Post by: 50CalJim on December 03, 2008, 08:23:56 PM
Post by: KeithKesselring on December 06, 2008, 12:35:47 PM
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
Post by: Wea300mag on December 06, 2008, 12:41:21 PM
Post by: Ray on December 06, 2008, 12:46:03 PM
Post by: 50CalJim on December 06, 2008, 12:56:17 PM
Post by: Hunting Cowboy on December 06, 2008, 01:55:10 PM
Our family has a history with Kesselrings Gun Shop. And although we have purchased firearms there through the years, we wouldn't be considered frequent customers. My dad always always went to Kesselrings for all of his firearm and ammo needs. He speaks highly of Ron to this day. My first rifle, (among others) was purchased there. as were both of my sons rifles.
One of my favorite experiences as a young man was when Ron Kesselring gave me a lot of personal attention when I ordered a new Pacific Research (Rimrock) composite stock for my Remington Model 700. I paid almost as much as I spent on the rifle......Anyway, Ron spent time showing me what a great product it was and why. But, I too have noticed an attitude on a couple of occasions that didn't sit well. Not often, but enough to make you think about wanting to go back.
For years Kesselrings have been instrumental when it comes to donating firearms to various sports/conservation banquets and for that I applaud them. For most of these banquet/auctions, those rifle and shotgun raffles are among the highlight of the evening and are probably responsible for much of the fund raising for these conservation groups.
I applaud Keith's response and his efforts to address the concern.
Post by: billythekidrock on December 06, 2008, 02:07:45 PM
I don't know Keith Kesselring or even know where his store is located, but it takes a serious businessman to admit they may have slipped on customer service. I hope his post will have those that had a bad experience reconsidering and maybe they can give the shop another chance. We can't have enough local sporting good stores.
Post by: kingsalmonkllr77 on December 06, 2008, 02:23:07 PM
Post by: jeepasaurusrex on December 06, 2008, 03:59:48 PM
Post by: jackelope on December 06, 2008, 08:48:54 PM
seems deserving of a response from him.
good on you, mr. kesselring. customer service will make or break a retail business, especially these days. hopefully you can get a handle on the issues in your shop and get everything put back together.
Post by: fremont on December 07, 2008, 08:41:36 AM
I'm sure their employees get sick and tired of all the wanna bees and bubba hunters that come in there now,but still that's no excuse,they need to practice better service and morale.Spot on. I'm always sympathetic when I overhear the simpleton questions that get asked of these guys, but, hey, you're in the customer service business, so play along....politely. Unfortunately, countermen tend to throw the rest of us in with the wankers.
Post by: uncoolperson on December 07, 2008, 08:47:58 AM
It was a pain to get someone that really wanted to help you.
yup, you either got the guy that was super excited, or one of the 5 that couldn't care if you had a heart beat. while fighting with 50 people get some service.
awesome shop, prices are steep, service is normally terrible.
I'll go there when it's for a specific reason, otherwise I'll drive a little further or just wait the week to get it online.
edit: I should add, if you do find someone willing to help out, they will stick with you for hours to make sure you have exactly what you need/want.
Just go to Dave's Sports Shop up in Lynden, they will treat you much better.good prices, every employee there will huddle and try to answer your question or find an answer.
Post by: KeithKesselring on December 07, 2008, 08:57:51 AM
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
Post by: boneaddict on December 07, 2008, 09:14:12 AM
Post by: Gutpile on December 07, 2008, 09:17:52 AM
Quote
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.
Post by: Wea300mag on December 07, 2008, 09:38:22 AM
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
Post by: Hunting Cowboy on December 07, 2008, 09:38:40 AM
Post by: SuperDave on December 07, 2008, 09:51:58 AM
Post by: billythekidrock on December 07, 2008, 09:53:02 AM
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 :twocents:
Post by: Jerome on December 07, 2008, 04:23:41 PM
Post by: NWTFhunter on December 07, 2008, 05:39:06 PM
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.
Post by: Vek on December 08, 2008, 10:35:17 AM
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.
Post by: ICEMAN on December 08, 2008, 08:46:15 PM
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....
Post by: Elk4me on December 09, 2008, 06:01:08 PM
Post by: ebusa on December 10, 2008, 02:56:51 PM
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
Post by: KeithKesselring on December 10, 2008, 03:53:02 PM
Keith
Post by: byrdman on December 10, 2008, 09:45:30 PM
You know, like the Hardan boys.
Post by: Bscman on December 14, 2008, 07:37:55 PM
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
Post by: Grizzle on December 14, 2008, 09:41:08 PM
I called ahead on the phone discuss picking up two new hunting rifles. One the phone the guy I talked to was really good, spent 15 mins talked me through everything had a couple of things in mind for me. Show up at the shop a few hours later ( and 110 miles driving) and was treated by the same dude like he was bored out of his mind with helping me. I was struck by the difference. Needless to say I didnt feel great about it and though I still bought my rifles but I'm less motivated to make the drive up there again.
I left without scoping the rifles because I just wasn't feeling like the guy was really paying attention to what I needed. Still havent scoped them, maybe I should call him back and talk to him on the phone.
Post by: Bigshooter on December 14, 2008, 10:16:48 PM
Those were kind of my thoughts. As a supervisor, I often want to club someone to death, but unless I know about it, can't do anything.
+1
Post by: nwdp on December 21, 2008, 07:50:23 PM
Post by: T-Bone on December 31, 2008, 03:57:16 PM
Nonetheless, I bought 3 guns from Kesselrings before moving to E. WA. 3 years ago. Guess what? I worked nearly 2 years at a large gun counter in Spokane and always tried to at least greet every customer at the counter with..."How are you today?"..."Can I show you anything?"..."We'll be right with you." Yes, "Looky Lou" burnout by "Buy Nothing/ Know Nothing/Know It All Bobs" is very real, but its part of retail; be professional.
Keith, please coach your sales staff and get an assigned cashier to ring up purchases.
Post by: KeithKesselring on January 02, 2009, 12:51:56 PM
So far it seems to working well.
I still have a lot of work to do.
Thanks for your comments.
Keith
Post by: 50CalJim on January 02, 2009, 12:59:53 PM
Post by: Roper on January 02, 2009, 08:28:44 PM
I agree that "service" is not what it used to be. But then Ron is rarely one to smile either, though he did pay attention to what you wanted. I try to go up during the week to beat the weekend crowd. I guess I'm one that makes good eye contact with someone behind the counter to let them know "I'm next".
I applaud Keith for taking action on making Kesselrings a place you want to go back to.
Post by: uncoolperson on January 03, 2009, 09:16:19 PM
I was also looking for a cheap 870 for myself (don't like borrowing for hunting).
well standing around at the pistol counter we were asked no less than 4 times in 20 minutes "are you being helped", some serious multi-tasking going on there people helping 2-3 people at a time... crazy, haven't seen that kind of multi-tasking since my career stint in fastfood. There was a moment where someone reached down to grab a pistol for my friend to see and we were asked if we need help by someone standing behind him (basically occupied two people at once)
my friend decided he wanted more time to find the perfect 1911 for him, and I eventually found an 870 express (I'll upgrade the shotgun/parts as things go). and again after some 5 minutes of standing around (sub par for kesselrings) trying to find someone not busy (saturday noonish) someone was walking by behind the counter and saw me with that "I need help" look (I wasn't even at the counter, 4 feet away looking around) and asked if I needed help... after filling out the paperwork and the guy running off to send it off and taking maybe 10 minutes (looks like he grabbed a snack... that's cool by me, heck the pawn shop before was dude drinking stale coffee speaking 5 inches from me... i'm okay with snacking) in those 10 minutes standing at the counter I was again asked probably 10 times if I needed help.
when the guy got back I explained I didn't know much about shotguns, and the one I was borrowing (nicer 870) had a full choke barrel so I figured I needed a full choke he corrected me and let me know I didn't need to buy another choke and that the stock modified choke would be just about right for duck (I'm sure this is a ford/chevy type thing), so I figure gun shop dude saying don't worry about buying something is awesome by me and I should listen (how often does that happen?). He did find me the sling stud/swivel set for the shotgun instead of saying "over there somewhere" like most places might. and also concured with my statement that they didn't carry the right sling for me (something along the lines of "can't knock you for that").. so that's another awesome.
I did see the new register by the door, didn't seem to be in use. Which does make sense with how on task the employees were.
So, gotta say the place has turned around, didn't feel like everyone thought I was a 12 year old and I wasn't really standing around too aimlessly waiting for help (just about that perfect amount of time for me to find an inpulse buy [which I didn't... I was already breaking my limit set by the wife] but not so much that I got irritated).
Good job on turning it around, and I will keep some business over there when it's right (internet, closer places, and all that)
Post by: browndog on January 10, 2009, 09:07:44 PM
It was a geat in store experience and I will continue to do business there.
Post by: fishing is for fools on January 12, 2009, 09:22:29 PM
1. Don't go in on the weekend if you have a bunch of question (it's like driving slow in the fast lane)
2. Go in after work and you get all the help you want
3. The guns in the used rack are not all used some are new (it says it on the tag)
4. Always buy local
5. You can not walk into a gun store with that kind of selection
I shop at kesslerings and I'm proud of it and if I would have seen this thread earlier I would of told you my :twocents: sooner
Post by: saylean on January 13, 2009, 10:04:07 AM
Went to Kesslrings over the last week, my brother had a scope put on his new varmit gun....it was supposed to be bore sighted...he couldnt hit paper @ 50 yards until the gun range master re bore sighted it.
The customer service was good, but it was not bore sighted which was the end of the world, but kind of a pain. We aren't holding it against them though...
I have shopped there lots of times and have always been treated well.
Post by: Antlershed on January 13, 2009, 10:22:15 AM
I dont know how many times I have been to Joes in Kirkland and the guy behind the gun counter doesnt even say hello, even if NO ONE is at the counter or hardly in the store. Granted, I am just browsing most of the time, but he doesnt know that. A simple, "can I help you" would be enough.You think the Kirkland store is bad...ever been into the Lynnwood one and tried to look at a gun?
Post by: saylean on January 13, 2009, 10:43:37 AM
I dont know how many times I have been to Joes in Kirkland and the guy behind the gun counter doesnt even say hello, even if NO ONE is at the counter or hardly in the store. Granted, I am just browsing most of the time, but he doesnt know that. A simple, "can I help you" would be enough.You think the Kirkland store is bad...ever been into the Lynnwood one and tried to look at a gun?
nope never been in that one... :chuckle:
Post by: washelkhntr on January 13, 2009, 08:47:07 PM
Post by: ICEMAN on January 13, 2009, 09:01:45 PM
Post by: bobcat on January 13, 2009, 09:23:07 PM
Post by: Crunchy on January 13, 2009, 09:37:50 PM
Post by: strutnrut1984 on January 14, 2009, 02:42:13 PM
Post by: road.kill on January 15, 2009, 04:04:35 PM
I like their selection as well. Im a left handed shooter and they have a good selection of left handed rifles and shotguns, and pretty sure they would be willing to order if it wasnt in stock. The left handed selection doesnt apply to a whole lot of people, but the fact that they have a few is reassuring, ive never seen one at a Sportsmans or Joes.
I will keep doing business there. Buy local they say :twocents:
Post by: woodswalker on January 16, 2009, 10:13:46 PM
Post by: Fishhog on January 19, 2009, 11:07:28 PM
Bring on more staff on weekends & fall. Most working stiffs only have Saturdays to run to Kesslerings.
a few had touched on maybe a few heads need to roll in order to improve customer service.
Note: I will say that the last time in their shop I was treated by a very knowledgable staff member, and he was quick to point that out, to the point of being condescending. And I wasn't even asking any questions. It pissed me off, and I told him flat out what I thought. He immediately apologized and the issue was done. He recommended a purchase and I bought. NEVER judge a book by it's cover.
The term 10 pounds of stuff in a 5 pound box comes to mind too. Still if they were to expand with a big shiny storefront, something would be lost.
I generally buy from Dave's in Lynden, as he's local . Actually, I think I paid his utility bill last year :bdid: