That’s how you get a customer – Brothers In Arms

Another story of “this is how customer service is supposed to be”. Actually, this isn’t so much what we think of as customer service — an after the fact correcting of a problem — but rather how you earn a customer in the first place.

This is about a place called Brothers In Arms (Facebook page)

After a short day at KR Training, I was determined on my drive home to find someone selling a Smith & Wesson M&P9c. There are numerous gun stores on the drive home, so I figured it wouldn’t hurt to stop into them just to see.

There’s a new store in Bastrop that I’ve been meaning to stop into and check out, so I finally did. It’s a small shop, and while the owner was polite, he seemed stand-off-ish and didn’t engage me much. I looked around, it’s a nice little store, but they didn’t have what I wanted so I left.

Then I learned that John’s Guns closed. I had no idea. I liked going in there when I could, but rarely could because any time I was out in that area I was either there well before opening or well after closing time. But it was nice mom & pop store, but seems John retired… at least, according to the sign in the window, and the fact the interior was being renovated.

Out on TX-71 before you get into Austin, I kept seeing these banners for “custom gunsmithing” and other related avertisement, so I figured that’d be worth a try too.

That’s Brothers in Arms.

Turns out they’re actually a full-fledged custom shop, run by two bothers.

I walked in and Brad immediately engaged me, asking what I was looking for. I told him, and when he said he didn’t have any, he immediately turned to his computer to see about ordering one. His distributor had many in stock, he quoted me a price and delivery time, and we had a sale.

That’s how you do it.

I knew I wasn’t going to be out that way for a few weeks, and I knew I wanted some things done to the gun, like replacing the factory sights and installing an Apex kit. Since they were obviously gunsmiths, I asked if I could order the parts and have them shipped to their store, and then have them install them. No problem.  When I got home, I got online, made the orders, and away things went.

I did have some email exchanges with Brad, and he was always prompt in replying. We did have a slight communication confusion about the work and pick up time, but the did right by the customer in the end. They did go out of their way at off time to ensure I had everything done at a time that was convenient for me to do the pick up. When I did, I bought Oldest with me, and they were again open and engaging with him as he asked questions.

That’s how you earn a customer. You engage them, and work to meet their needs. They didn’t need my business (evident by the custom work they do, and the backlog of work they have). They quoted me a good price, were very accommodating, and worked to ensure I walked away happy. I’m more than happy to use them again, and would recommend y’all try them too. Yes, it’s a short drive outside of Austin, but that also avoids the higher Austin sales tax.  They give fair prices, do good work, and want to earn your business. Can’t ask for more.