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Are you Effortless for your customers?

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  • StevenC.

    Active Member
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    Mar 10, 2013
    304
    1
    San Antonio
    One never knows where helpful information for the firearm instructor will come from. For me it was one of our Chairman's mission strategies- effortless customer service.

    Take a gander through this video:


    Seriously, there is so much good information and insights.

    If you want customers, if you want repeat customers, if you want word of mouth referrals and positive reviews... make it as EASY for customers to find you and patron your business.

    You don't have to provide exceptional customer service, you need to reduce their efforts.

    When this concept is applied to webpages for ranges and firearm instructors you find a lot lacking. You can not find the range location or you have to work entirely too hard to find the location (one said, and I kid you not, "you turn right at Bob's Propane"- :banghead: they didn't tell you were Bob's Propane was, and turning right changes if you are driving one direction or another). Some instructors don't post their prices. Others do not provide scheduling information. You must call. :boom:

    By failing to provide this information and making them call, you increase their effort and make them switch channels.

    I suspect some might wish to get a customer on the phone as they fancy themselves slick-talking salesmen who can cajole people into booking once on the phone. This channel switching (internet to phone) is not effortless- once they are on your webpage, they should be able to easy find critical information so they can make an immediate decision and then schedule a class.

    The critical information are:
    • What services you offer:
      • what classes you teach
      • be clear with class names and provide a simple syllabus.
      • how long the class lasts
      • when you teach them
      • any requirements/per-requisites
    • How much you charge
    • How to schedule or book the class
      • this is critical to effortlessness
      • don't make them call you to schedule, they are on the web-page let them book on the web-page (channel switching)
    • Where you are/Where will they be
      • clear street address
      • a map/map link
    • Why you
      • who you are is less important than you think
      • you probably do not have something unique in firearms training
      • more important is a promise of quality service
      • cherry pick some really good reviews, link the remainder
    • Freebies
      • give them videos, blogs, free-information (your creations), links to beneficial web-pages
      • introduce your philosophy if you are teaching classes of your creation and not a rote NRA class or LTC presentation and test
    • A contact method for any really out of the norm inquiries


    Hope this helps you get more customers.
     
    Last edited:
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