CT: How did you first find your way into the retail industry?

EG: The judge said it was that or jail. Just kidding. My first job in retail was working in the stock room in the Macy’s shoe department at the Galleria in Hoover at the tender age of 16. Webster’s defines running the gauntlet as “going through an intimidating or dangerous crowd or experience in order to reach a goal.” I was surrounded by the creme de la creme of salesmen convincing women to part with their hard earned money for shoes. Incidentally I realized shortly into the entire experience that it wasn’t about the shoes at all. It was about the attention customers were being paid.

CT: With music being a bit more of a niche market, do you feel as though that common bond you have with customers makes you a little more immune to some of the horror stories you see shared by some retail workers?

EG: Absolutely. Musicians tend to be a great deal more empathetic than other segments of the general population. On top of that you are dealing in a product of desire and not something they need to survive their substantive conditions. They are generally in an excited and open state of mind when they are here at the store. Having over 30 years of retail “conflict resolution” experience, I’ve smoothed quite a few feathers down. But, there’s always going to be that tiny percentage that get up in the morning and choose violence. People can be hateful, petty and childish but for the most part, you avoid that when dealing with musicians.

CT: Is working on the retail side of things a good option for anyone who has a passion for playing music or does it require a unique/separate skillset?

EG: First and foremost, this is a sales job, period. If you can’t sell, you can’t stay here. In order to sell something effectively, one must possess a foundation of product knowledge. It is a common misunderstanding that we just sit around and play instruments all day long. Nothing could be farther from the truth. That being said, a musician will never be happier working in any other retail job. Being around products you use and love and believe in sets the bar for quality of work pretty high. Music retail is often the doorway into positions of sales and management for major manufacturers and distributors. Those opportunities come with a substantial paycheck. All of this usually hinges on the peculiar requirement of being proficient with at least one or more instruments. 

CT: How has the market and/or your customer base changed from when you first started in the retail business?

EG: From whence I came to where I am now, I would have never believed people would have drank the big-box koolaid like they did. People stopped caring about store staff being knowledgable, courteous and competent, in exchange for saving 10% on lower quality products at the cost of shutting down independent businesses all across Main Street America. Even in our segment of retail, there was a time when buyers used to say “I’d never buy a guitar online, I gotta hear it first,” Well with the simple swipe of a pen, huge retailers put what was at one time a thriving and profitable independent music industry on its heels. But, things are changing now I believe. Nobody tells anyone they’ve had a “good” or “great” experience at any of these major chains. We are hearing more and more from customers that even with a smaller square footage model that we have an overall better variety and selection in addition to more convenient locations than the “megastores” you find in urban areas.

CT: What is the one thing you think readers would be most surprised to learn is a part of your job description?

EG: Teaching the half of all guitar players in this county that think they’re properly restringing their guitar that they, in fact, are not. Seriously, you’re not supposed to put a knot in that thing. Just come see us. Please. We’re here for you.

If you could choose to ban customers from playing one song inside the store, what would it be?

EG: Oooooo. That’s too good of a question not to take a poll from the other guys here at the shop. So, 

• Levi: Wish You Were Here by Pink Floyd
• Joseph: Eruption by Van Halen
• Brad: Smells Like Teen Spirit by Nirvana
• Eric: Wanted Dead or Alive by Bon Jovi