Archery Repair Service MHO

[The Nailer]

I stopped at Brown's in Goodrich on my way home from camp yesterday to drop my bow off to be re-strung. There was one guy behind the counter talking with a customer. He said Hello and asked what I needed. I told him and just about that time another guy comes from around the corner and the salesperson tells me to wait a second. They then proceed to a shooting lane behind a wall back of the counter. The guy shoots three arrows, retrieves them, shoots again, all the while the salesperson is watching him while looking out over his shoulder every once in a while at me. I am now standing there for like maybe ten minutes. Now I have the patience of a vulture looking down on fresh road kill, so I pick up my bow and leave. I have done some business with Brown's in the past an even bought a bow for my grandson there and was always treated reasonably good, but I don't think I will be going back any time soon. Sales people need to learn how to handle more than one task at a time. I wasn't looking to have my bow re-strung while I waited I just wanted to drop it off. He could of handed me a claim check to fill out and I would have been out of there in less than five minutes.

As I continued home I remembered (not an easy task for me) that KD's in Waterford is also a Mathews dealer and was just purchased by a member of this board, so I head over there. Again there was a lone salesperson behind the counter talking with a customer. He immediately greeted me and asked what he could do for me. I told him and he began to look for the string and cable. Again, I wasn't expecting to have it done while I waited, but he said if he had the parts he would do it anyway. As it turned out he didn't have the cable , but he did take the bow down to examine things anyway. He then told me I really didn't need to re-string as everything was in pretty good shape. After further examination, he noticed my wheels were a little sloppy on the axles. Now I had been having some noise issues the past season when I shot and this is probably where it is coming from. He said he could fix it and it would be done the next day as well as putting on the new string. This is the kind of service that keeps the small shops competitive with the big box stores. While there I was looking at the new Switchback and he suggested I shoot it, which I did. Unfortunately for me, I now must have this bow:mad: :D . and I know where I will be buying it, KD's. I didn't have time to introduce myself to the new owner, but when I return to pick up my bow I will make an effort to do so. If you live in north Oakland County and need help with your equipment I wouldn't hesitate going to KD's on Highland and Williams Lake Rd. They know what customer service is all about!

Sorry about the duplication in "Sound Off", after I posted there I realized it should have been done here.

[Ninja]

Thank you for the kind words.....I bought KD's with Customer Service first and foremost in my mind.
I have had experiences similar to you, and I will do everything humanly possible to prevent these types of things from happening at my place.

Please look for me when you come in next time, and when you purchase the Switchback, I will give you 10% off the accessories you need for setting it up.

Ken
KD Outdoors
248-666-7799

[Michihunter]

Good to hear!! I had a similar incident at KD's before the new ownership in regards to customer service. Glad to hear Ninja is carrying on that trait.;)

[cshqck]

I have had similiar experiences with many NON big box archery shops. I bought my HOYT Razortec from browns and got what I would call pretty good service. About three weeks ago I called Browns ahead of time and asked about getting some adjustments done to my bow the guy said he could do it while I waited. I was there in about 30 minutes from the phone call and was the only customer in the store and got my bow adjusted for 5.00 bucks and was gone. I realize I was the only customer in the store but thats pretty good service if you ask me. It seems that a lot of the NON big box archery shops miss the boat when it comes to KNOWLEDGABLE PROFESSIONAL help these days. I take my hat off to any archery shop that can accomplish having both great customer service plus knowledgable employees. With having to compete with your Bass Pro Shops, and Cabela's it's really hard for the small guy to make it. I myself would be willing to drive a little ways to deal with a top notch archery shop. I'm going to put KD's on my list to visit.

[Backwoods-Savage]

Nailer, you are wrong only on one point. That guy was NOT a sales person. Anyone who is a salesman would not do that sort of thing. He was only a pretender or one of those type who just "put in their time."

Reminds me of one of my pet peeves. Go into any auto parts store and you might see a half dozen people or more standing there, with money in their hands ready to buy....but let that damned telephone ring and the customers have to wait. Now why anyone would want to talk on the telephone when they have a fellow waiting to give him money is beyond me. There is only one word for it....stupid.

[KalamazooKid]

I know where I will be buying it, KD's.

That's really great to hear, I'm rooting for the "little guys" as I am one myself (not a hunting/fishing related business though:( ). Keep up the great work KD / Ninja - your rewards will be plentiful!

[Kelly Johnson]

KD's is top notch guys.
I been there and OTHER places...Ken bought into a winner for sure.

Dave, the bow tech is awesome. Nice, knowledgable (VERY), curteous adn doesn't push any one line.

Not one of those " if you don't shoot this brand you're a retard" attitude of some places.

Glad to see that verified by other customer's comments.

Keep up the good work Ken and get Dave a computer at work so we can raz him 24/7;)

[DaveK]

I have never had anything but quality service at Brown's. I don't go there too often but remember 3 of the archery staff by name. They have never tried to sell me anything, therefore I don't look at them as 'salesmen.' All of the guys there I dealt with spent time with me at the counter or on the archery lane. How would you feel if you were the guy that was there first and the archery staff helped someone that came in after you.

Where I think things went wrong is what was meant by 'waiting a second.' He thought it meant how ever long it took to help the customer ahead of you. You thought it meant much sooner, having the patience of a vulture eyeing fresh roadkill is a nanosecond in my book.

I am glad you found another location for your archery needs but I don't think you are totally in the right to bash Brown's on this!

DaveK

[The Nailer]

I am glad you found another location for your archery needs but I don't think you are totally in the right to bash Brown's on this!

DaveK


Dave, first of all you cannot in any way construe what I said as "BASHING" Brown's. I related an incident and expressed my opinion. The owners of Browns are good people and as I stated I have received reasonably good service there in the past.

Secondly and more importantly, I have made sales a career for over thirty years both at the retail level and for the last twenty five years as a regional sales manager. So I believe I have the credentials to criticise or form an opinion based on actions. "Sales people" (CLERKS) whether it is in an archery shop or in a department store or grocery need some basic skills. Multitasking as it relates to handling customers is the most important. I mentioned not having a lot of patience so as to give a fair description of my personal expectations. I also think the thrust of my post was to emphasise the good service that another establishment had provided, that just happens to be a member of this forum. If you are happy with Browns, God Bless. I was disappointed and have the option of going somewhere else, which I did. If I offended you in some obscure way I apologize.

The point is that there are less and less small shops every year. The big box stores have taken over the retail market. While I am guilty of shopping at the big stores, drawn by their selection, I always try to give the small shop my business on major sales. The only edge they have in this world of mass purchasing is service. When one excels in that area then we should let people know. I thought that was what I did. Besides it was only my opinion and everyone knows what opinions are worth;) :)

[Erik]

I get all my archery equipment and service from schupbachs in jackson. Best service in all of MI if you ask me!

[DaveK]

I understand what you are saying and meant to say. What concerns me is the same as you and most, the small stores are going out of business to the big box stores and the internet. I think we all need to re-evaluate what it is we are seeking from small outdoor stores (fishing, hunting, and otherwise). If it takes a little longer to get in and out just relax and enjoy your downtime. I only see things getting worse going forward. Hopefully, I am wrong.

Just a thought on your Brown's, maybe you could have told someone there about your experience (in-person, thru a phone call, or mail). You are/were in customer service for awhile and realize crap happens, its how people and businesses deal with it which makes things work or don't. In your experience, I am sure that is not what Brown's yourself wanted have happen.

I am glad you found KD's. I would go there more myself but it is a little bit of a drive for me. I'll have to check things out later this summer or early fall.

DaveK