Follow up:
These…read moreguys... it is already not terribly common for someone to take the time to follow up on a review, let alone do it without even a hint of passive aggressiveness. But when I came back for a visit, the staff as a whole couldn't have been nicer.
On my return visit, I had not mentioned until the very end of my visit that I was the grumpy guy who had surgery who was miffed about the NBA players shutting down the store. As soon as I mentioned it, the immediate reaction was nothing but gratitude that I had come back. I simply wanted to tell them how much it meant for them to have taken the time to reach out in the way they had. They had other ideas...
They acknowledged that it was the first time they'd ever experienced anything like that, and that it was a learning experience for everyone! the security team with the players were the ones pushing to lock the doors, and at that time, the store being empty, they obliged, not realizing it was going to be a longer visit than originally anticipated.
At that time, they then would not allow me to make my purchase unless they were able to apply a very generous discount as both an apology and a thank you, which was completely unnecessary, but incredibly appreciated!
Well, I ended up stopping in once more a few days later, but with the kiddos along side this go around. The oldest is now joining dear old dad and transitioning into Magic the Gathering while the youngest has as of this last week fully succumbed to Poké-mania... I wanted to swing by with them and let them pick out a bunch of fun stuff, and to again say thank you to the team there.
The store was absolutely packed, so we understandably had to wait outside for minute or two due to safety/occupancy limits. Once we did get in, I noticed that one of the individuals I was standing next to was being helped not to pick out and purchase a bunch of product, but rather because the store was donating a big stack of cards for charity!
As soon as it was time for us to be helped, bless the staff, they could not have been kinder and more accommodating to two very excited and very talkative younglings! Ands then as soon as they saw me, the staff and the owner again were not only incredibly excited that I made it back with the kiddos, but again insisted on giving them another generous discount upon checking out! You guys are too much!
These guys could teach a master class on customer service! Them providing Not one but two discounts was incredibly generous and very appreciated. However, the thing that really stood out to me the most was the fact that they did so because they really care. Not just about a customer who had a less than stellar initial experience, but more importantly, the community. They see the bigger picture and recognized us not simply as customers, but as part of their community. Quietly donating product to charity, insisting on making sure their shop feels like a safe and welcoming place to collectors and players of any age, and take an immense amount of pride in what they do, not just the owner, but the entire staff... If it had not been for that type of community and sentiment in the early days of Magic the Gathering and over 30 years ago, and shortly after the initial wave of Pokémon, there's no way either of these games would have survived being much more than a fad.
I practically lived in my local game store (LGS) growing up both because I loved the game and the community that we put our hearts and souls in the building, but more importantly because it was a safe place for several of us. My home growing up was unfortunately rarely a "safe and happy place," and had it not been for an incredibly kind shop owner and a ragtag group of kids who did no less than pull me into their community, I have no idea what I would've done. It was this community that taught me kindness, empathy, acceptance, and confidence. This is one of the few LGS's I've walked into in many years that gave me a similar sentiment. You guys literally turned a detractor into not just a loyal customer, but an advocate.
I sincerely hope that you guys are some day soon, able to expand to a larger location with plenty more room to play, trade, and hangout! I have no doubt it will not only be a very popular place to be, but with you and your team at the helm, it will no doubt be a cornerstone and incredibly uplifting addition to the surrounding community of players and collectors!
