Good experience gone bad at RTSP - Resolved!

[cam29906 2]

+1 for RTSP my choice of ranges of the three I am a member in NJ. I have had ups and downs there like every retail situation. I have always been taken care of. Keep up the good work.

[DeerSlayer 241]

It is funny. I recall going to a gun shop in Rockaway NJ (forget the name) but its tucked away in the back of a building. An old man behind the counter growled at me "what do you want". I told him I was just looking and he made some comment. As I browsed the store I could just feel the eyes on me assuming I was going to steal something. No exactly the type place I would want to do business. It was the stereotypical old style gun shop.

That's Frank at Silver Bullet lol. Yeah he is a piece of work hahha.

 

As far as RTSP goes I never have bad experiences there, I actually just renewed my membership last week. One of my favorite places to shoot, and buy stuff. The staff always goes out of their way for me. And Pete I wouldn't be opposed to bagels either lol...

 

[Lalo 13]

I had a similar experience at RTSP where I got there a little over 1 hour before they closed one day with a friend. After the paperwork + video + other customers, by the time I got to the port I have about 30 minutes left. I didn't complain but it would have been nice if I got a heads up at the counter.

 

Pete,

 

Why not implement a procedure for your employees to follow that would eliminate this problem moving forward?

 

Lets say you close at 10pm. If all you're selling are 1 hour slots, starting at 9pm make your employees at the counter tell the customers that their 1 hour will be cut short. Maybe come up with a system where if the customer brings their receipt back on their next visit you can add the time they lost to their next range session?

 

Another option would be to stop selling 1 hour slots at 9pm and start selling 30 minute slots only after that time. Then at 9:30pm, you stop selling time slots completely until closing time at 10.

[bhunted 887]

...or let them finish out their hour, but close down rest of shop on time. Let them out when finshed. I'm guessing most employees all leave at the exact hour. Closing out registers, etc. Just a thought.

[magnawing 5]

The one time I've been to RTSP they closed at 8:00, after video and other requirements, it was 7:30 before we got into the range and the cashier did tell us that we would only have a half hour as did the RO when we got into the range. I just haven't been back because there are other places closer to me. 1/2 hour to EFGA or HG vs 1hr to RTSP.

 

 

This signature is AWESOME!!!

[carl_g 568]

One of the things I miss the most so far after moving to PA is going to RTSP on week nights. I always had a good time at the range.No complaints here..

[The_Matrix 105]

I have only been to RTSP once, just 3 weeks ago.

My experience was quite positive.

I was there for one hour and 5 employees greeted me and everyone took the time to chat with me and show me the guns.  And I am not even that good looking.

They made me feel like a hot chick on prom night.  Though I did not buy anything that day, the positive experience will ensure a return trip and recommendation to my friends.

[RTSP1 67]

I had a similar experience at RTSP where I got there a little over 1 hour before they closed one day with a friend. After the paperwork + video + other customers, by the time I got to the port I have about 30 minutes left. I didn't complain but it would have been nice if I got a heads up at the counter.

 

Pete,

 

Why not implement a procedure for your employees to follow that would eliminate this problem moving forward?

 

Lets say you close at 10pm. If all you're selling are 1 hour slots, starting at 9pm make your employees at the counter tell the customers that their 1 hour will be cut short. Maybe come up with a system where if the customer brings their receipt back on their next visit you can add the time they lost to their next range session?

 

Another option would be to stop selling 1 hour slots at 9pm and start selling 30 minute slots only after that time. Then at 9:30pm, you stop selling time slots completely until closing time at 10.

 

Thanks for all the suggestions.  This what I think we will do.  Effective immediately, any hourly shooter that comes in within 45 minutes of closing will pay $10.00.  If they bring a friend, $5.00.

[bhunted 887]

Thanks for all the suggestions. This what I think we will do. Effective immediately, any hourly shooter that comes in within 45 minutes of closing will pay $10.00. If they bring a friend, $5.00.

See? Prob solved. Good job!

[Lalo 13]

See? Prob solved. Good job!

 

+1!!!

 

Imagine if all LGS's where this responsive and willing to listen to customer feedback and actually take action when something is brought up to them?

 

Awesome job Pete!

[Pew Pew Plates 358]

Above and beyond by fixing the root of the cause and not just one situation

[mustang69 505]

I was up at RTSP today for the first time.  My experience was great.  I walked in, knew what I wanted and the time it took from me walking in the door to when NICS was submitted was maybe 5 minutes.  Turns out Pete was the one to help me.  All owners should be like him.  Thanks.

[Candyman87 10]

Nothing but positive experiences at RTSP. Very happy with my membership, shooting regularly, and sometimes bringing new shooters to the range. The environment is great for new shooters, and experienced shooters as well. Great bunch of RSO's and staff. Three guns purchased from RTSP and there will be more.

 

And good on you Pete for responding to and correcting customers' problems. Not very many owners will do that these days!

[dman2112 6]

I have had similar experiences there as well.  But I also have had great experiences with the range officer staff.  I think the RO staff rocks.  Also Anika is very good as well.

 

I think Pete is a stand up guy to try and make it right if he follows through.  That said, I think overall its tough to hire a gun shop counter guy who knows what the hell he is talking about and to be able to afford him / her.  Retail just sucks.

 

But there are thinks RTSP can do to "professionalize" what they have to work with.  Take it from someone who dealt with unions and riots and strikes and ran engineering departments full of "children"

 

There is also a little of the "Jersey Attitude" to contend with as well.

 

I think the most constructive feedback to RTSP would be to come of with "policies and procedures" for their retail environment that all employees must follow and then reward them when they do consistently.  That is the best way to handle these types of employees.

 

I had similar experiences in other states that I lived as well so its not unique.

 

Ho

[oneshot 45]

Pete is a good guy. I knew he would make it right, actually all the owners are decent people..There is one kid at the gun counter who i dont like ,so i dont bother with him.

  My only gripe is that they don't give active duty military the same discount as LEO boo hiss boo on that one . frankly i would rather spend 20 years patrolling Newark then

2 tours in the sand box.

[RTSP1 67]

keep it coming guys love the kind words and great suggestions. We have recently implemented customer focus training with our staff partly due to this forum so thanks. The active military thing is a great thought, but a bit to challenging as far as tracking. We do however offer a discount for military, EMS, firefighters and voodoo doctors.

[djg0770 481]

keep it coming guys love the kind words and great suggestions. We have recently implemented customer focus training with our staff partly due to this forum so thanks. The active military thing is a great thought, but a bit to challenging as far as tracking. We do however offer a discount for military, EMS, firefighters and voodoo doctors.

 

Bringing my doll and straight pins for my discount. 

[A-Tech 8]

Totally unrelated to RTSP because I've only had great experiences there but, since Pete is solving problems....

My windshield is cracked.

I work too many hours at the day job.

I have too little money.

I just found my first grey facial hair.

Pete, can you help?

 

[RTSP1 67]

Safe lite auto repair 8774655224 they will come to your job. I'll front ya the loot. And sportsman barbershop shop in Randolph +1 (973) 366-2315. They cut and dye hair.

Edited November 13, 2014 by Gan
changed die to dye cause that's what I do

[DeerSlayer 241]

+1 for Sportsman barber shop. I help keep the place warm and cool!

[67gtonut 847]

Safe lite auto repair 8774655224 they will come to your job. I'll front ya the loot. And sportsman barbershop shop in Randolph +1 (973) 366-2315. They cut and dye hair.

 

..... and some of us can help with the windshield.... on here.... 

[Sota 1,191]

Personally I'm ok with a bit of salt and pepper in the beard. It makes me look "Distinguished."

[dman2112 6]

Shit you guys are making me feel old. The day my daughter was born was when I got my first grey hair and it accelerated from there

[Lalo 13]

I think every shop/range who has a presence in this forum should have a stickied "Feedback/Suggestions" thread so that information like this doesn't get lost in people's posts. I thought that was already in place... Maybe I'm mistaking it with another forum....

[RTSP1 67]

Just started one. Great friggin idea. !!!!!

[oneshot 45]

 wait till sack goes gray. fuck i have to die that shit once a week.. shaving is just to damn itchy. Pete what do you mean hard to track military ? splain yersef

[dman2112 6]

TMI

[RTSP1 67]

Tracking, who is in who is out? Date of release etc.... He'll our member prices are more than fare.

[oneshot 45]

tracking ? if they are in they will have a valid id if they are out their id will be valid but it will state retired. not to difficult.. Not going to kick a dead horse.

[A-Tech 8]

Safe lite auto repair 8774655224 they will come to your job. I'll front ya the loot. And sportsman barbershop shop in Randolph +1 (973) 366-2315. They cut and dye hair.

Excellent!

..... and some of us can help with the windshield.... on here....

Troy, my handle - "A-tech" - is because I'm an ASE master tech. Im just too lazy to take care of it. I was hoping Pete would just come wave a magical customer service wand and fix it for me. Appreciate the offer though.