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Date: Thu, 07 Apr 2022 11:33:01 +0100
From: Express Music <coventry@expressmusic.co.uk>
To: <john@jkstarley.com>
Subject: Re: Express Music Enquiry - 4821
In-Reply-To: <17147186A2094C5FA074DDC6F05EF92A@itpartnership.com>
References: <17147186A2094C5FA074DDC6F05EF92A@itpartnership.com>
Message-ID: <e8746bb2c905743ee00922f8454fbbb0@expressmusic.co.uk>
X-Sender: coventry@expressmusic.co.uk
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Morning John,

Thank you for your email. We do take feedback from our customers very 
seriously as we have made a huge effort over the past few years to 
improve customers experience.

I believe it was myself you spoke to on Tuesday when you popped in. 
Firstly, apologies if you felt you are not welcome. I can assure you 
that really isn't the case. I believe I did ask "Is there anything 
particular we can help you with?" but if this wasn't heard then I'm 
sorry. We are trying to deter 'general browsing' due to having a smaller 
team and wanting to reduce any wear and tear to our guitars. Whilst 
pre-booked appointments will always take priority, we try to accommodate 
'walk ins' when possible.

If you would like to pop in at any point to discuss you next guitar, 
please let us know. For the past few years now we have been operating 
the showroom by appointment. This isn't to deter customers, we just want 
to make sure we can offer a better experience for the customers wishing 
to buy a guitar and have a member of staff on hand to help and offer 
advice. There is no pressure to make a purchase, it just helps us keep 
control of the amount of visitors we have at once.

Once again please accept my apologies if you feel you weren't made to 
feel welcome earlier this week. I will make an effort to ensure this 
doesn't happen again.

Kind Regards,
Harriet, Phil & Tim

Express Music
196 - 204 Binley Road
Coventry
CV3 1HG

On 07/04/2022 08:55, john@jkstarley.com wrote:
> Name: John Starley
>
> Address: Birdingbury
>
> Email: john@jkstarley.com
>
> Enquiry: I do understand your policy on brwosing. I bought my first
> guitar from you a couple of years ago, (new Taylor GS mini) and am on
> the road with learning. I came in the other day as I'm starting to
> think about my next guitar, and was basically told "we've learned our
> lesson". I wasn't asked what I wanted or made to feel in any way
> welcome. It was a complete contrast to the help you gave me when i
> bought. I'm not an expert musician so i'm looking for help not what
> felt lke hostility. i thought you'd want to know.