Week 1 EOC: Excellent Customer Service

I approached the front door after receiving a flyer with high end guitars discounted for a sales event with flashy typography saying “To Low to Print!” and “Guaranteed Lowest Price”. As I approached the entrance, A Guitar Center employee standing outside opened the door and welcomed me in. I thought, well that was nice. As I entered the musical haven more employees came to greet me with a smile. The employees encouraged me to play anything I wanted and even had a sound room so I could play as loud as I wanted. Now that’s what I call great customer service. Allowing me the customer to try before I buy was very smart. Not only did they sell me a guitar, they sold me one that was more than I had originally planned to spend. Being able to play the guitar created value to me. It also gave me a feeling of possession, I felt for a moment as if it was mine. I could never walk out the door and leave my guitar there I thought. After selecting the Guitar of choice, I had a quick and friendly transaction, where the manager even threw in some free strings. The representative insisted to carry the guitar all the way to the car for me. As I thanked the sales associate he reminded me of their thirty day money back guarantee. As stated by Armstrong and Kotler, "The twofold goal of marketing is to attract new customers by promising superior value and to keep and grow current customers by delivering satisfaction." Marketing: An Introduction for Education Management Corporation, 10th Edition (Page 3). Guitar center definitely hit that bull’s-eye as I went home feeling important and delighted. They created value by letting me play guitars through professional sound set-ups, making the guitar sound much better. Knowing I was a return customer, they kept me wanting to return by making me feel important, carrying my purchase to the car, and giving me free strings. That is truly phenomenal customer service.