Michael Faltin wanted to discuss his views on customer service during his NAMM Oral History interview. The interview took place at the NAMM Show in 2016, when his store was awarded the “Best Customer Service” honor. Michael made the point that with such a large effort in marketing and social media planning in getting the customer in the door, the key is keeping the customer by how you respond to their needs the moment they walk into the store. Michael’s background in music education, and as a musician, has helped establish the service policy he requires his staff to follow, “helping them get what they want from the moment they walk into the store is our main focus.”
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