dangerboy Posted August 22, 2008 Share Posted August 22, 2008 (edited) I've never had a problem in the Cellar. That's because, to be honest, I go in there for 30 seconds, or look in the window to see if they have anything I've never seen in the flesh before. I'd never bother trying anything out or (gasp) buying something, because of all I've heard about the staff. Oh, and the steely glare I get as I walk in. On the other hand, Rockers is the same group, and they're nice and helpful, if a bit young and metal. They've found all sorts of bits for me, and tell me to go and take anything I want down from anywhere in the shop, and play with it as soon as I walk in. There's another one of the same group, can't remember which, where I had a similar experience. First time I ever walk in: "Can I help you?" (Said nicely) "I've just come in to look at basses" "They're all towards the back. Feel free to get anything you like down and play it" Edited August 22, 2008 by dangerboy Quote Link to comment Share on other sites More sharing options...
lowhand_mike Posted August 22, 2008 Share Posted August 22, 2008 [quote name='dangerboy' post='267676' date='Aug 22 2008, 10:21 AM']I've never had a problem in the Cellar. That's because, to be honest, I go in there for 30 seconds, or look in the window to see if they have anything I've never seen in the flesh before. I'd never bother trying anything out or (gasp) buying something, because of all I've heard about the staff. Oh, and the steely glare I get as I walk in. On the other hand, Rockers is the same group, and they're nice and helpful, if a bit young and metal. They've found all sorts of bits for me, and tell me to go and take anything I want down from anywhere in the shop, and play with it as soon as I walk in. There's another one of the same group, can't remember which, where I had a similar experience. First time I ever walk in: "Can I help you?" (Said nicely) "I've just come in to look at basses" "They're all towards the back. Feel free to get anything you like down and play it"[/quote] is that the one that is almost opposite the bass cellar? Quote Link to comment Share on other sites More sharing options...
dangerboy Posted August 22, 2008 Share Posted August 22, 2008 [quote name='lowhand_mike' post='267721' date='Aug 22 2008, 11:21 AM']is that the one that is almost opposite the bass cellar?[/quote] Rockers is, yes. The other one was nearer Charing Cross Rd. Quote Link to comment Share on other sites More sharing options...
ped Posted August 22, 2008 Share Posted August 22, 2008 OK I am really impressed with this thread and I have to admit I have only just caught up with it. I am really pleased the shop have come here despite what must seem a barrage of abuse to have their say, and this alone I think is a nice gesture. I hope they come back to discuss this further because I am sure their point of view contains some things we haven't considered and I bet just the fact they are open to discuss this will do no end of good in our eyes. I imagine running a bass shop in London must be a fantastic opportunity and also a difficult one. Imagine trying to sell all these basses when many people are day trippers simply checking out an unusual road full of music shops. Picking things up, getting in the way (not much room to move in there etc) and perhaps making a racket whilst you are selling something or on the hone to a customer. I can't help thinking however that many of these problems would instantly be solved with a bit of 'face time' with the person running the shop. When I was younger and walking wide eyed into such shops I would want to touch and try everything. All it takes is for a member of staff to come over and say hi, ask about what sort of things you like and if you like, play something. I found that when this happens something inside you blooms into a respect for the shop, the staff and also the gear hanging up, because you feel 'part' of it. You feel welcomed as a fellow bass player and with that comes the feeling of pride and by extension pride in the nice instruments in the shop. Now put yourself in the shoes of a new young bassist looking around and being looked at with ambivalence by the staff - now you feel disconnected and a little put off, almost to the extent that you wonder if bass is for you! You leave feeling disenchanted and feeling like you won't tread in there again. I liken the feeling to being at a vintage car show, or a motor show. Lots of amazing cars on display, and when the owner is next to his car and comes to chat to you and takes an interest, you feel obliged to admire the car even more, and you walk away feeling like you want one (happens all to often). Sometimes there is a car on display with a real arrogant bloke polishing it who doesn't acknowledge you. I straight away associate that car with that kind of person and subconsciously dislike them! I am totally rambling now but I just wanted to say when I was first starting, the people at PMT Oxford were really nice to me. I played all sorts even though I had no idea how to play, and they asked me about my fave music (they were a bit surprised when I said Toto) and I was really looking forward to buying my next bass from them, even though it was a little more expensive and handed to me in a carrier bag. To this day I still call PMT for all sorts of things, even though I know it will probably take a while longer to arrive and maybe cost a little more. It isn't even that easy to park. But I feel at home in there because of those crucial first time impressions. ped Quote Link to comment Share on other sites More sharing options...
geilerbass Posted August 22, 2008 Share Posted August 22, 2008 Great post, Ped. I think you've summed-up perfectly what it is that's so great about good customer service in this area of retail. Quote Link to comment Share on other sites More sharing options...
ped Posted August 22, 2008 Share Posted August 22, 2008 I am just glad you understood what the hell I was on about! Cheers ped Quote Link to comment Share on other sites More sharing options...
ped Posted August 22, 2008 Share Posted August 22, 2008 Good to hear they are nice to everyone! I went in there to ask how to do some basic functions using Ableton Live (I had seen the keyboard bloke playing with it) and he was more than happy to sit me down and talk me through it, even though I wasn't there to buy. When I do want the full version, guess where I will buy it from? The difference in price (sometimes nothing, £10-£20, sometimes more) is nothing compared to good customer service. That is priceless. Quote Link to comment Share on other sites More sharing options...
lowhand_mike Posted August 22, 2008 Share Posted August 22, 2008 [quote name='ped' post='267760' date='Aug 22 2008, 12:13 PM']Good to hear they are nice to everyone! I went in there to ask how to do some basic functions using Ableton Live (I had seen the keyboard bloke playing with it) and he was more than happy to sit me down and talk me through it, even though I wasn't there to buy. When I do want the full version, guess where I will buy it from? The difference in price (sometimes nothing, £10-£20, sometimes more) is nothing compared to good customer service. That is priceless.[/quote] exactly, and the sad thing is it really takes no effort at all to be nice, not smothering, just nice. Quote Link to comment Share on other sites More sharing options...
stingrayfan Posted August 22, 2008 Share Posted August 22, 2008 (edited) [quote name='ped' post='267745' date='Aug 22 2008, 11:53 AM']All it takes is for a member of staff to come over and say hi, ask about what sort of things you like and if you like, play something. I found that when this happens something inside you blooms into a respect for the shop, the staff and also the gear hanging up, because you feel 'part' of it. You feel welcomed as a fellow bass player and with that comes the feeling of pride and by extension pride in the nice instruments in the shop.[/quote] I love the service you get in the Guitar Centers in the US. For those who've not been, they're big superstore places (along the lines of Soundcontrol) and the service (from my experience anyway) is always excellent. As you walk in the store someone will say a friendly passing hello and tell you their name, invite you to try whatever and say "give me a shout if you need anything". The guitars/basses (great range of budget to mid/upper level) are all unalarmed (they check your bag on the way out) and amps are usually all ready to try. You're left alone for a bit and then they'll come over and ask your name, find out a bit about you and suggest other stuff to try. Yes, it's all sales patter but you're made to feel welcome and they'll happily try to do you a deal when you buy something. And you know what? You feel like buying something. Cut back to the UK.... You go in the shop. The guy's got his feet on the counter and looks up from his copy of 'Death Metal Monthly' when you walk in. He carries on reading. The stereo's got some awful music on it. You go to the wall of basses - but they're all alarmed like it's Guantanamo Bay. You ask to try it, sales bloke puts his mag down in a huff and reluctantly plugs it in without saying a word. He walks off and you're left to it. Ten minutes later, you don't feel any incentive to do a deal and buy it there, instead you hang it back on the wall, walk out of the shop and buy it somewhere else. It's not rocket science but we in the UK seem to be hopeless at customer service. Why do we buy so much on the internet? I reckon it's not just price - it saves you having to deal with guitar shop staff! Edited August 22, 2008 by stingrayfan Quote Link to comment Share on other sites More sharing options...
Rich Posted August 22, 2008 Share Posted August 22, 2008 [quote name='bassman100' post='267223' date='Aug 21 2008, 05:33 PM']We would like to invite everyone who has posted a comment here to a real conversation regarding the issues they have raised. Our opening hours are 10am - 7pm monday to saturday and 11am - 5pm on sunday. We will be happy to dicuss these matters with you all and explain in detail the reasoning behind each of our policies. We are sorry to see a small proportion of our 200,000 plus customers each year feel they have received bad customer service, we welcome all feedback both negative and positive. Yours sincerely, The Bass Cellar.[/quote] Hi and welcome to the site If you really [i]are[/i] representing the Bass Cellar, I have to say I am pleased and impressed that you have taken the trouble to stick your head above the parapet, and your stock has gone up a bit already... but I think you're missing the mark somewhat by simply inviting people in to the shop to talk about it. As Machines and HJack and wayne and others have suggested, it is far better to address issues raised on a public forum, on that same public forum. It's for your benefit as well as ours. Also, it means that those disgruntled* customers living well outside London get to have a say too... I'm afraid I'm not going to spend 2.5 hours on a train just to come and discuss the poor service I received in the past..! Anyway, like I said, welcome. Ball's in your court. * [size=1]is the opposite of this 'gruntled'..? [/size] Quote Link to comment Share on other sites More sharing options...
bassmerchant Posted August 22, 2008 Share Posted August 22, 2008 Hi Guys I have been reading this thread with interest and I know this could be seen as me advertising but I do feel I have a valid point !! Before I started my shop I was out on the road for a major instrument distributor so I called in to most of the music shops in the south of the Uk at one time or another and this attitude to potential customers is rife in the music industry and to be honest I dont get it at all .It seems a lot of retailers think it is acceptable to treat people in this way . I try to treat people as I would want to be treated ,this is not rocket science .If you have a good experience you will want to repeat it ,if not you wont . A completely un bass related incident but I bought a home cinema system from a high street shop and couldnt get it to work ,phoned their customer service dept ,waited for hours and got told to unplug it and plug it in again !! so in desperation called a local independant shop who stocked the same gear ,the guy spent 25 mins on the phone with me and finally located the problem ,one of the leads was incorrect ,he sold me a new one for a fiver ,problem solved and since then have bought any home electrical gear from him - The moral ,todays "timewasters" are tomorrows customers !! Anyway off the soapbox now and if these kind of comments are ever made about my shop I will close the doors and walk away ........................... All the Best Darren The Bass Merchant Quote Link to comment Share on other sites More sharing options...
BassBus Posted August 22, 2008 Share Posted August 22, 2008 Well done Ped. I can relate the experiences I have had with two of Britain's top luthiers, Status and Overwater. Some years ago I bought an Acoustic Image amp from Overwater and all the dealings I had with them left me feeling I was one of their friends (well I was, i'd just spent money with them. The same happened recently when I ordered a bass from Status. As you say Ped it just leaves you wanting to go back and buy more. Quote Link to comment Share on other sites More sharing options...
Mike Posted August 22, 2008 Share Posted August 22, 2008 (edited) I recently purchased a bass from the Bass Merchant, in Colchester, Essex. Now in new hands, after being run by Mike Walsh of Iceni Zoot (with whom I had/have an excellent relationship, and bought several thousand pounds worth of Markbass Gear/Warwick Basses), it is a very friendly, open shop. As far as I understand it, Darren is the boss, and Chris is a very friendly chap who works there also. I was treated extremely well when I went to the new premises - a warm welcome, a free coffee and great service - not overbearing salesmen, but not disinterested workers - they seemed interested in what I was after, and let me play practically any bass in the shop. Very relaxing, very pleasant. I queried a price on a particular bass and Darren found there has been a small error and instantly changed it, to what appears to be a very competitive price - I couldn't find cheaper on the net. A query I sent through was handled by Darren over email even though he was in France, and Chris has rung me a few times and even texted off his personal phone to keep me up to date with something. I feel it's a shop where if I had a problem with gear, they'd sort me out. And I'd buy again - even if it were slightly more expensive, often it's worth the extra to know that if you have a problem, you'll get a genuine response, and not a "it's not our problem" attitude. EDIT: As I was typing this, I see the Bassmerchant has posted! I'm not affiliated, to clarify!! Edited August 22, 2008 by Mike Quote Link to comment Share on other sites More sharing options...
bassmerchant Posted August 22, 2008 Share Posted August 22, 2008 [quote name='Mike' post='267806' date='Aug 22 2008, 01:06 PM']I recently purchased a bass from the Bass Merchant, in Colchester, Essex. Now in new hands, after being run by Mike Walsh of Iceni Zoot (with whom I had/have an excellent relationship, and bought several thousand pounds worth of Markbass Gear/Warwick Basses), it is a very friendly, open shop. As far as I understand it, Darren is the boss, and Chris is a very friendly chap who works there also. I was treated extremely well when I went to the new premises - a warm welcome, a free coffee and great service - not overbearing salesmen, but not disinterested workers - they seemed interested in what I was after, and let me play practically any bass in the shop. Very relaxing, very pleasant. I queried a price on a particular bass and Darren found there has been a small error and instantly changed it, to what appears to be a very competitive price - I couldn't find cheaper on the net. A query I sent through was handled by Darren over email even though he was in France, and Chris has rung me a few times and even texted off his personal phone to keep me up to date with something. I feel it's a shop where if I had a problem with gear, they'd sort me out. And I'd buy again - even if it were slightly more expensive, often it's worth the extra to know that if you have a problem, you'll get a genuine response, and not a "it's not our problem" attitude. EDIT: As I was typing this, I see the Bassmerchant has posted! I'm not affiliated, to clarify!![/quote] Hi Mike Thank you very much for that ,it is much appreciated. Hope you are enjoying the bass !!! All the best Darren Quote Link to comment Share on other sites More sharing options...
mr_russ Posted August 22, 2008 Share Posted August 22, 2008 (edited) My experience of the Bass Cellar was being sold a Warwick corvette 'proline' - this was many years ago and I hadn't been playing long, but I later found out that bass wasn't a proline at all but a swamp ash standard model, the truss rod cover had been changed but staff at a bass specialist shop should have been able to tell a mile off- I was 16/17 at the time and it had taken me ages to save up for, as far as I'm aware there was a fair price difference between the two models. Needless to say, this was the last and only money I've spent there. I've had great service at GAK from Graham and Mark in particular and Alex at the Gallery - although I keep myself occupied with secondhand kit mostly, If I buy something new, it comes from these guys. R Edited August 22, 2008 by mr_russ Quote Link to comment Share on other sites More sharing options...
Rich Posted August 22, 2008 Share Posted August 22, 2008 [quote name='bassmerchant' post='267801' date='Aug 22 2008, 01:03 PM']A completely un bass related incident but I bought a home cinema system from a high street shop and couldnt get it to work ,phoned their customer service dept ,waited for hours and got told to unplug it and plug it in again !! so in desperation called a local independant shop who stocked the same gear ,the guy spent 25 mins on the phone with me and finally located the problem ,one of the leads was incorrect ,he sold me a new one for a fiver ,problem solved and since then have bought any home electrical gear from him - The moral ,todays "timewasters" are tomorrows customers !![/quote]Ditto. Some weeks ago I bought a feck-off big TV... rather than going to Curryometixons or another similarly faceless retail whale, I went to a small local shop. The sales guy couldn't have been more helful, dashing about the place to set stuff up for me to check out, patiently answering all my idiot questions ("duhh, what's 1080p mean..?"), arranging delivery to suit me down to the hour (not "oh it'll be one day next week... some time in the afternoon... or morning... dunno really..."), and throwing in the 5 year cover to make a killer deal. The delivery guys set it all up for me, plumbed it all into the cable etc. so it worked the way I wanted it to, took away all the packaging and stuff, stopped for a cup of tea and a chat. And a couple of weeks later, the sales guy phoned in the evening, well after shop hours, to make sure it was all good and that I'm still happy with it. Result? When I get a blu-ray player or whatever, I shall be going straight back to Freemans of Portishead. [i]And[/i] I've just sung their praises to 3,800 people. Now THAT's word of mouth. See, Mr.Bass Cellar, that could be you. Quote Link to comment Share on other sites More sharing options...
99ster Posted August 22, 2008 Share Posted August 22, 2008 (edited) [quote name='ped' post='267760' date='Aug 22 2008, 12:13 PM']Good to hear they are nice to everyone! I went in there to ask how to do some basic functions using Ableton Live (I had seen the keyboard bloke playing with it) and he was more than happy to sit me down and talk me through it, even though I wasn't there to buy. When I do want the full version, guess where I will buy it from? The difference in price (sometimes nothing, £10-£20, sometimes more) is nothing compared to good customer service. That is priceless.[/quote] I've always had pretty good experiences at Oxford PMT - bought a little Ashdown practice amp there recently & the price was competitive - but was more impressed that the shop manager (can't remember his name) came over to ask about the bass I was playing (was on the way to a rehearsal so had my '60 Jazz in the car) & we had a good chat about vintage guitars - he was very cool. As said by numerous others here - just making the effort to talk to your customers/be friendly will get you more business.... AND surely Mr Bass Cellar it would make your working day in the shop much more enjoyable... or am I missing something? Edited August 22, 2008 by 99ster Quote Link to comment Share on other sites More sharing options...
stingrayfan Posted August 22, 2008 Share Posted August 22, 2008 (edited) [quote name='bassmerchant' post='267801' date='Aug 22 2008, 01:03 PM']I try to treat people as I would want to be treated ,this is not rocket science .If you have a good experience you will want to repeat it ,if not you wont .[/quote] Good man! Been to the Bass Merchant once before you took over and felt welcome. Good range of kit and friendly staff. Would happily shop there again. Edited August 22, 2008 by stingrayfan Quote Link to comment Share on other sites More sharing options...
Muse_Cubed Posted August 22, 2008 Share Posted August 22, 2008 [quote name='ped' post='267745' date='Aug 22 2008, 11:53 AM']I am totally rambling now but I just wanted to say when I was first starting, the people at PMT Oxford were really nice to me. I played all sorts even though I had no idea how to play, and they asked me about my fave music (they were a bit surprised when I said Toto) and I was really looking forward to buying my next bass from them, even though it was a little more expensive and handed to me in a carrier bag. To this day I still call PMT for all sorts of things, even though I know it will probably take a while longer to arrive and maybe cost a little more. It isn't even that easy to park. But I feel at home in there because of those crucial first time impressions. ped[/quote] I like PMT, sure, their stock's not particularly high-end but the staff there are great, they tell you straight what they have/don't have and other services. I'll go in there for my odds and ends quite regularly (especially last year - was living a 2 minute bike ride away ) I went into the Bass Cellar once, trying out a Warwick Streamer $$. I'm not a scruffy dresser so they let me play it but they didn't say anything to me (guy with a ponytail. I don't think he even talked to the other guys behind the counter). So naturally when it came to buy it I ordered it from Manson's instead where Ralph was very helpful. But I'm not planning to go there again now that I know where the Bass Gallery is. Quote Link to comment Share on other sites More sharing options...
LukeFRC Posted August 22, 2008 Share Posted August 22, 2008 See in my dealings with the bass merchant they were amazing. (before darren this is) See an amp on ebay. Im not regestered but would have to bid on this amp. got held up at work and miss bid. Look at post and realise there arn't that many bass shops in witham. So fire off an email. Several phone conversations with mike later. I pay him lots of money and he sells me a lovely amp (at under trade price). He has a family situation that take up a day or two of his time so phones me to appolagise my amp will take a day longer! How many other shops would just blame the post or summit. The best thing is in talking to him he invites me down next time im down (my folks stay in chelmsford) to 'show me the zoot workshop cos its quite interesting'. You know next time ill probably go have a look and you know they will be really friendly and ill probalby buy summit off them, even a few cables or something. Its not rocket science is it? Quote Link to comment Share on other sites More sharing options...
CHRISDABASS Posted August 22, 2008 Share Posted August 22, 2008 [quote name='bassmerchant' post='267801' date='Aug 22 2008, 01:03 PM']Hi Guys I have been reading this thread with interest and I know this could be seen as me advertising but I do feel I have a valid point !! Before I started my shop I was out on the road for a major instrument distributor so I called in to most of the music shops in the south of the Uk at one time or another and this attitude to potential customers is rife in the music industry and to be honest I dont get it at all .It seems a lot of retailers think it is acceptable to treat people in this way . I try to treat people as I would want to be treated ,this is not rocket science .If you have a good experience you will want to repeat it ,if not you wont . A completely un bass related incident but I bought a home cinema system from a high street shop and couldnt get it to work ,phoned their customer service dept ,waited for hours and got told to unplug it and plug it in again !! so in desperation called a local independant shop who stocked the same gear ,the guy spent 25 mins on the phone with me and finally located the problem ,one of the leads was incorrect ,he sold me a new one for a fiver ,problem solved and since then have bought any home electrical gear from him - The moral ,todays "timewasters" are tomorrows customers !! Anyway off the soapbox now and if these kind of comments are ever made about my shop I will close the doors and walk away ........................... All the Best Darren The Bass Merchant[/quote] you make a very good point darren!! you also made me a very happy customer a few months back when you sold me a very lovely aguilar DB410 in the chocolate thunder finish! great cab!! great service, super fast delivery! thanks again chris Quote Link to comment Share on other sites More sharing options...
thebeat Posted August 22, 2008 Share Posted August 22, 2008 [quote name='stingrayfan' post='267776' date='Aug 22 2008, 12:28 PM']I love the service you get in the Guitar Centers in the US. For those who've not been, they're big superstore places (along the lines of Soundcontrol) and the service (from my experience anyway) is always excellent. As you walk in the store someone will say a friendly passing hello and tell you their name, invite you to try whatever and say "give me a shout if you need anything". The guitars/basses (great range of budget to mid/upper level) are all unalarmed (they check your bag on the way out) and amps are usually all ready to try. You're left alone for a bit and then they'll come over and ask your name, find out a bit about you and suggest other stuff to try. Yes, it's all sales patter but you're made to feel welcome and they'll happily try to do you a deal when you buy something. And you know what? You feel like buying something.[/quote] You should go across to Talkbass forums and see just what our American Cousins think of Guitar Centre....almost every post negative, with some yank moaning about how bad their service/stock/staff/prices....sh*t customer service is not unique to the UK and neither is good service unique to the USA....unless we're describing their 'servicing' small countries who have oil Quote Link to comment Share on other sites More sharing options...
stingrayfan Posted August 22, 2008 Share Posted August 22, 2008 [quote name='thebeat' post='268017' date='Aug 22 2008, 05:41 PM']You should go across to Talkbass forums and see just what our American Cousins think of Guitar Centre....almost every post negative, with some yank moaning about how bad their service/stock/staff/prices....sh*t customer service is not unique to the UK and neither is good service unique to the USA....unless we're describing their 'servicing' small countries who have oil [/quote] I can only speak from experience...which from experience I've learned is the best place to speak from. Quote Link to comment Share on other sites More sharing options...
BigRedX Posted August 22, 2008 Share Posted August 22, 2008 Interesting... I was in the Bass Cellar today and it looks as though someone may have had a word or two. For a start some of the amps had been removed from the centre of the shop so now entering didn't have the feeling of being part of one of those puzzles where you can only move a piece at a time. Also there were two potential customers trying out basses in there with two members of staff actually assisting them. Of course it could all have been a "Truman Show" style setup for the unwary BassChatter, but if things continue like this maybe then this thread will have done some good. I'll be interested to see what others say. Quote Link to comment Share on other sites More sharing options...
MB1 Posted August 22, 2008 Share Posted August 22, 2008 [quote name='steve-soar' post='267476' date='Aug 21 2008, 11:57 PM']Chester....Monday....Dawsons. Wife gone to Dental appointment, husband goes into aformentioned shop. Looks around at overpriced chinese instruments and in desperation asks if he can try an Electro Harmonix QTron. Response from assistant number 1, "er, I don't think we sell them." Number 2 chimes in, "We can order one in for you to try but it will take 2 weeks and you will have to leave a deposit". Feeling in boyish mood I ask, "Can the USA Strat be reduced in price because it has got a dent and scratches?" Number 2, "No, that's how it came in". It is endemic of music shops in general and always has been, that the level of service is dependant on the management philosophy. Good service = good business. Easy equation.[/quote] MB1. They werent called Ken and Kenneth by any Chance?.....Suits YOU! Quote Link to comment Share on other sites More sharing options...
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