September 15, 2013

Customer Service ›

Richard has been playing guitar since the age of 8, educated at the Guitar Institute in London and specializing in online consultation and World Wide deliveries for 21 years - Each and every one hand finished bespoke to the customers requirement.

Richards reputation for first class playing instruments and dedicated service goes before him - with customers in most Countries around the World.  In the past 3 years alone Richard has accrued over 1000 testimonials from customers all around the World.  Every single customer dealt with personally by Richard.
Richard only sells guitars he truly believes in - each brand being an Industry benchmark in their price or genre - a view built on 21 years research.
Richard is available most hours for consultation which is provided in a personal but comprehensive and professional manner via the live chat facility.

Specialist guitar advice for 21 years

I (Richard) have been providing specialist advice for 21 years. My previous business Regent Guitars ran from 1995 to 2008, starting with just 6 guitars and closed selling 8-10 guitars a day with a turnover well in excess of £1,500,000.

So why did it close?

In 2008 I closed Regent Guitars and opened Richards Guitars with a desire to get back to ONLY selling guitars I love, that I have a true passion for – which should also mean a volume that I could handle personally from beginning to end – like my previous business USED to be!  To this day the only person I have to rely on is my wife Teresa who liases with all my customers during the order process and I am more worried about letting her down than vice versa - behind every good man as they say!

Regent Guitars had left me disillusioned and “too close” to the reality of how most guitars are sold. I didn’t want to be part of the marketing “machines”. It just wasn’t me and I believe anyone who is truly passionate about guitars and in my industry will know exactly what I mean.   It seems 90% of my industry is hype - so I try and focus on the 10% I truly believe in.

My reputation now spans Locally, Nationally and Internationally with customers from Stratford Upon Avon  to Singapore.

I specialize in a select range of guitar brands—Brands which I believe represent something unique in the market be it value, quality, tonal range or shear beauty.

You may not realise you can buy all solid wood hand made acoustic guitars from as little has £500, even a superb quality electric guitar hand made in the UK from £600!  If you chat to me I will tell you how to avoid the mass produced, over hyped brands and focus your attention to stunning beauty!

Guitars sold on personal passion, not marketing hype

Heard of Eastman, Furch,  Faith, Gordon Smith or Godin?  If you haven’t then you need to have a chat with me before you spend your hard earnt cash on your next guitar.

I am aware that many people do not buy for “quality only” but for image and prestige. If you want a Fender, Ibanez, Shecter, Gibson, Jackson etc. then you are talking to the wrong man entirely (although I do specialize in used examples which will play better than new and won’t lose value on resale) – you can find these products hung on a hundred guitar shop walls around the UK but for me personally they just don't excite me and conversely represent well marketed, over hyped mediocrity.

Just remember when you are talking to the next salesman that he probably cares not for you, but for his employer. His job is to sell you what is hung on the wall – not to ensure you get the very best guitar available in the market.

Want to know about guitars with heart and soul? I am your man. From a quality starter guitar through to World Class hand made guitars.   With honesty and integrity central to my philosophy in life and business I assure you that you are in safe hands and I will guide you based on your needs and requirements. If I can’t help I will tell you and point you to “a man that can”.

Try guitars in a welcoming environment..

I try and make your stay at Richards as enjoyable as possible, which may include boring you to death about the guitars available, their history/pedigree etc. or it may just be you want to spend some time on your own trying out the guitars available. Either way you should find the shop welcoming and totally un-intimidating.

Read: Richards History - From Birth To Now!

Customer Service Developments

Wow - its all systems go - literally!

A number of systems were implemented in the past couple of weeks.

Regrettably, any time spent developing customer service improves have a negative effect on my ability to keep on top of new enquiries during this time so sincere apologies to anyone who has been inconvenienced.

However - the good news is the following...

The workshop "master list" is now full integrated into my customer contact database which basically means one less bit of duplication (more time to talk to you!).  It also means that when anyone asks me the status of a guitar in the system I can ALWAYS find out regardless of what PC I am on.  (IE at home, work or play!).  My contact system is cloud based which means I can access it from anywhere.  Now my workshop list is part of it I can access information on progress so much easier than was possible before.  Of course it also means one less opportunity for me to make a mistake.  I used to update the workshop list on the spreadsheet - only to have the phone ring in the middle and BANG I have made a mistake.

OK - so thats all great news.

Secondly I have finally got my automated order tracking post dispatch running successfully.  Now, any new order on dispatch from my premises will be accompanied with emails from me giving you progress reports by email and text.  From dispatch to delivery reminders on the day of delivery to email confirmations that your guitar has arrived safely.  Hope you like it!

As you should know, pre dispatch your order can be followed up by live help at most hours of the day where I am here in person to update you.

So all this means further improvements in customer service and more time freed up for me to talk to more customers and repond to customer inquiries faster than ever.

Oh yes - and I have changed my live help system - I think its better than the last one but you let me know.