Another story of “this is how customer service is supposed to be”. Actually, this isn’t so much what we think of as customer service — an after the fact correcting of a problem — but rather how you earn a customer in the first place.
This is about a place called Brothers In Arms (Facebook page)
After a short day at KR Training, I was determined on my drive home to find someone selling a Smith & Wesson M&P9c. There are numerous gun stores on the drive home, so I figured it wouldn’t hurt to stop into them just to see.
There’s a new store in Bastrop that I’ve been meaning to stop into and check out, so I finally did. It’s a small shop, and while the owner was polite, he seemed stand-off-ish and didn’t engage me much. I looked around, it’s a nice little store, but they didn’t have what I wanted so I left.
Then I learned that John’s Guns closed. I had no idea. I liked going in there when I could, but rarely could because any time I was out in that area I was either there well before opening or well after closing time. But it was nice mom & pop store, but seems John retired… at least, according to the sign in the window, and the fact the interior was being renovated.
Out on TX-71 before you get into Austin, I kept seeing these banners for “custom gunsmithing” and other related avertisement, so I figured that’d be worth a try too.
That’s Brothers in Arms.
Turns out they’re actually a full-fledged custom shop, run by two bothers.
I walked in and Brad immediately engaged me, asking what I was looking for. I told him, and when he said he didn’t have any, he immediately turned to his computer to see about ordering one. His distributor had many in stock, he quoted me a price and delivery time, and we had a sale.
That’s how you do it.
I knew I wasn’t going to be out that way for a few weeks, and I knew I wanted some things done to the gun, like replacing the factory sights and installing an Apex kit. Since they were obviously gunsmiths, I asked if I could order the parts and have them shipped to their store, and then have them install them. No problem. When I got home, I got online, made the orders, and away things went.
I did have some email exchanges with Brad, and he was always prompt in replying. We did have a slight communication confusion about the work and pick up time, but the did right by the customer in the end. They did go out of their way at off time to ensure I had everything done at a time that was convenient for me to do the pick up. When I did, I bought Oldest with me, and they were again open and engaging with him as he asked questions.
That’s how you earn a customer. You engage them, and work to meet their needs. They didn’t need my business (evident by the custom work they do, and the backlog of work they have). They quoted me a good price, were very accommodating, and worked to ensure I walked away happy. I’m more than happy to use them again, and would recommend y’all try them too. Yes, it’s a short drive outside of Austin, but that also avoids the higher Austin sales tax. 🙂 They give fair prices, do good work, and want to earn your business. Can’t ask for more.
Stuff From Hsoi 
I’ll definitely keep Brothers In Arms in mind (I love the name, BTW!). I need to have my back-up M&P configured like my primary (Apex, sights, etc).
WRT to the first shop. Do you think the stand-off-ish-ness (is that a word?) had anything to do with you being a Korean with a goatee and ponytail?? I hate to assume the worst in people, but I find it strange, considering how engaging you are and how inviting your BL is. If he had just taken a moment to engage you perhaps he would have ascertained your stature in the gun community . . . and it would have been his shop getting plugged online and being suggested to students.
Yeah, the name is excellent, and I was happy with their work on things. I will say they might be a bit of a drive for you for just that simple smithing work, but if drives take you out that way, go for it. Besides, the shop is just cool to browse. 🙂
I have stature in the gun community? I’m flattered you think so highly of me. But I’m nobody special. I would have just been happy if he engaged me as a customer, as someone with money willing to hand it over to him if he was willing to accept it.
I don’t know why the stand-off-ishness. Is it possible from my looks? Certainly. I know my looks and my personality don’t exactly match up, and I know people make assumptions about me based upon my looks. But I don’t mind. In this case, if in fact that was the reason well… that’s his prerogative and his loss. I certainly don’t hold it against people, nor demand they cater to me or others they may not like. I mean, what’s freedom if you can’t behave in a way others don’t like and hold unpopular beliefs?
But all I can take from the first shop is that the guy didn’t engage me and draw me in to work to make the sale. Maybe he’s shy? Maybe he’s not a great businessman or sales person? Maybe just had an off day? Who knows. If anything, it teaches me something about being a salesman (I’m learning a lot about sales, and it’s tough).
Over the years I’ve seen lots of guys get an FFL and open shop because they love guns. But it seems to me that if you’re going to open a brick-and-mortar and deal with folks in person you had better love people, too.
Or at least be able and willing to work with people.
Again, I don’t know what this particular issue was, and I’m not going to read too much into it nor hold it against him. I just thought it was an interesting contrast in sales styles… no engagement, no sale; engagement, sale. Funny, that.
Good news to have another shop close by. Thanks for the heads up!
close is relative, but yeah, they aren’t too far out. Besides… it’s an excuse to then keep driving a little bit and go to the Bastrop Buc-ee’s. 🙂
I have used them for a repair in the past. The work was high quality, the price was fair and the work was done on time. They are engaging and answer any questions you may have. They seem to stay really busy and the wait times can be a bit excessive.
Yeah, they don’t seem to be hurting for business, which is good for them!
Glad you too had similar experiences. They seem like stand-up guys, and I’m happy to support them.
Hmmm, I’ll have to swing by there one day.
And as for the ‘small shop’, I’ve had similar issues there too, even when I am clean cut and looking professional.
Yeah, you should swing through. It’s a nice place.
And the “small shop”, I reckon you know which I’m talking about. Well, it’s good to know it wasn’t just me looking weird. 😉 I mean, I’m not going to hold it against the guy — maybe it’s just how he is, and that’s alright. If he’s running his business as he wants and he’s seeing the results he wants to see, then awesome. Just my take is the contrast of sales approaches between the two shops, and which one earned a sale from me. Teaches me something about being succesful in sales… which oh, I hate doing. I’m a teacher, a programmer, and other things.. but I am not a salesman (tho I’m working to learn).