World's Worst Gun Store

We’ve come a long way, baby. Consider this not-very-exaggerated gun store encounter from just 10 years or so ago.

Gun Store Staff: [Continues playing solitaire or talking amongst themselves as a customer enters the store.]

Customer: “Hey, I just bought a new AR-15 — my first rifle! I’m trying to find a new clip for it. Do you have any?”

Even less-interested staff: “Nope.”

Customer: “Really? I see a lot of AR-15s here. You don’t sell any clips at all for them?”

Sales Prevention Team: “Nope. We don’t have any “clips.”

Customer: “Well, okay then. Thanks, I guess …” [Leaves store]

Customer Service Anti-Matter Particle Behavior Ph.D. Candidates: “What an idiot. He thought magazines were called clips. Har, har, hardee har har …”

When I said I wasn’t exaggerating much, I wasn’t exaggerating. I frequented such a store a few times before I learned their daily menu included an all-you-can-eat indifference bar with a free extra helping of I-don’t-give-a-hoot.

Not coincidentally, this same store allowed my consignment sale GLOCK 32 to be shoplifted right before their very eyes in broad daylight because they were too busy ignoring customers while sitting behind the counter jawing about cigars. Oh, and when I found out my pistol was destined to be found at some murder scene, they had the gall to argue against paying me full price because it would have to “come out of their pocket.”

Also, not coincidentally, I’m sure the owner of this same store is now sitting in jail because he accidentally shot his employee in the face with a real GLOCK. Apparently, he was just “playing around,” but that’s another story …

Barring some big-box stores, which apparently employed some leadership with customer service and basic marketing training, there was a time when far too many gun stores operated like this. I, for one, am thankful our industry has turned the corner.

When Stores Are Inviting ...

Fast-forward to present day: Going to most gun stores is far more often than not a pleasure. Stores are usually inviting, bright and have attentive sales staff.

Looking back at the underlying causal trend, I think we “self-competed” this problem largely out of existence. New entrepreneurs discovered the joys of shooting and the importance of self-preservation rights. I’m not just talking about retailers but manufacturers as well. The retail segment just happens to be where the most publicly visible segment lives.

It had to be going on 10 years ago I first visited a shining example of the new trend in gun retail. Blackstone Shooting Sports outside of Charlotte, N.C., cost one pretty penny to build, but boy did it claim the title of “Nordstrom of Gun Stores.” The sales floor was covered with well-spaced glass cabinets to display the guns — no counters for staff to hide behind.

The range had a comfortable viewing area with a glass wall to remove intimidation for newer and possibly more nervous shooters. No mysterious hidden rooms from which scary noises periodically escaped. Range policies and procedures were clearly and effectively communicated with iPad kiosks and self-guided videos. Intimidation … banned!

Setting new standards for inviting retail doesn’t have to cost millions. Light, space, customer-centric focus and most importantly, hiring staff qualified as sales associates rather than buddies from the range makes all the difference.

Here’s to our industry catching up to quality retail!