Week 1 EOC: Great Customer Service

Guitar Center has time and again given me great customer service. However, one time in particular stands out in my mind.  I bought a used drum set during a Friday the 13th sale at no slim price, looked over everything and purchased it the same day.  The drum expert knew his stuff as he helped me put together all the pieces I needed including cymbals, stands, and everything else.  After I got home and put the set together I realized that one of the mounting screws for the snare drum was broken already.  They really stand by their 30 day return policy.  I came in a couple of days later with the snare, but they didn't have the screw in stock that I needed. The same clerk that initially helped me called Yamaha and ordered the part then and there. Also, because my kit was still under warranty even though it was used he said the screw would be free.  A couple weeks pass and the part finally came in.  A glitch in their system hadn't shown that it was already payed for, and a few minutes later the same clerk talks to his store manager and gets approval to give me the part.  This is a great use of marketing on a whole store level as everyone in the chain made sure that I was being taken care of.  That is the reason I continue to shop at their store.  "Marketing consists of actions taken to build and maintain desirable exchange relationships with target audiences involving a product, service, idea, or other object. Beyond simply attracting new customers and creating transactions, the company wants to retain customers and grow their business. Marketers want to build strong relationships by consistently delivering superior customer value." ( Marketing: An Introduction Armstrong/ Kotler  pg. 8)