doublegunshop.com - home Forums General Discussion DoubleGun BBS @ doublegunshop.com Galazan: Love-Hate Relationship

My perception of the commisioned guns I've seen (Fox and 21), was that they were impeccable for their price. My perception of their RBL line was that they were inconsistant in quality, mostly finishing quality.

The first real indications I heard about customer relations issues was when the RBL project was started. I think that's when their personalities started showing. Expectations for them were high and pressures were high as well. They've continued to stay in the pressure cooker with their following projects with the RBL variants and now the A-10 line, all the while continuing to offer the commissioned type guns. It's gotta be a tough place to work at sometimes. But, that's no excuse from me. I think they need some professional PR and sales staff to go with their growth. Obviously, Tony and Lou have shown chinks in their armour and it's gotta be hurting them in the long run.

I guess this is kinda like when a kid sees his old man drink bourbon every day and then people wonder why he has a drinking problem 20 years later.

Training employees to act in a particular manner is really a Band-aid for the real problem. How does one lead a company? By example, not training courses.

What causes CSMC employees to have a crappy attitude? Obviously they see it in their leader and two things happen:

1) They follow his example
2) They know they won't get in trouble for it since he does it

Personally, I can take one look at those gaudy 21's and Foxes and know what to expect.

Chuck, I think you hit the nail on the head.

Tim

In 1994 my wife went to London for two weeks active duty with the Navy Reserve. I asked here if she could visit Holland and Holland and Purdey's for me. Along with her studying for the fleet wide exam and playing tourist, she was able to visit both of these institutions. She told me the personnel at both establishments were extremely courteous and helpful to her. They helped her find a book on each of them that she bought for me and then gave her directions to the other establishment. She came away definitely impressed. It says a lot for the English. Pity the people at CSMC couldn't take a lesson in manners and courtesy. I hate when people, especially those in sales, act like that. I have walked out of stores because the sales personnel were rude. Told the management. Some of them could have cared less. There used to be a gunshop in Woodbridge, Va. around 1984 and 1985 called B&B Guns. I used to go in there, occasionally, and the guy behind the counter was downright rude. Walked out and told him where he could put the sun. later on, he ended up working for National Pawnbrokers in Arlington, Va. He hadn't changed. I heard he finally left.

I've been very lucky. Tony Galazan took the time give a full one hour tour for me and Builder a couple yrs ago. He was genuinely courteous and we were floored he took the time for us. Lou was also very courteous to us while we waited for Tony a few minutes. Your mileage may vary.

JDW the answer is YES. Robber-Barons buy $100K guns like you and I Buy underwear. It could also be that CSMC has East Coast Attitude. a lot of the Eastern Companies that we deal with are not the most Polite. Gotta love N.Y. N.Y. !!!:)

Friends:
All of your commentary is most fascinating. And I never expected to see this thread live so robustly. In view of many thoughts, especially those of colin Kendall, this experience comes to mind:

Years ago I was privileged to chat with Peter Blaine, then General Manager at Purdey's Audley House. I asked him what he saw as his major role there. This was his response:

"To make people comfortable with spending this much on a gun."

I recall this because he said nothing about mechanisms, fit, finish, dimensions, models, delivery times, etc. Instead, his primary mission was to engage (sell) the customer on the experience and pride of dealing with Purdey. The product stood on its own merits.

Best, Kensal

One more experience comes to mind. From 1970 to 1973 I was stationed at the Sub Base in New London. I finegaled a tour through the custom shop that Winchester operated at their New Haven factory. I was greeted by the person in charge. I can't remember his name, but his picture is in the book about the Model 21. He gave me a tour of the facility. I got to see masters of their trade at work on Model 21s, Model 12 Super Pigeon Grades, Model 52s, and some Model 70s and 94s. These gentlemen took time out of their work to shake my hand, show me what they were working on, and answering any and all questions that I had. I was 21 at the time and I came away with a better appreciation as to why these rifles and shotguns cost so much. What really impressed me, though, was the courtesy that was displayed to me. Not all people in New England are like those at CSMC.

My experience with CSMC has been nothing short of outstanding. Yes, I have purchased some guns from them, but I visited and contacted them frequently before I ever purchased a gun from them and always received the same great CS. In their defense, I know that they are under-staffed and most have no idea how many calls they field in a day. I have had three factory tours, and their phones ring non-stop and everyone wants to talk with Tony or Lou. We all want to be treated like we are the only customer, but many times unfortunately it is not possible in this crazy, hectic business world.

Your experience there was exactly like my trips to CSMC. I got to meet with most of their craftsman and all took time to talk with me.