I actually debated posting this one, as it will seem like fawning, but what the hell…

Among other conversations at the NRA this past weekend, customer service was mentioned at least a couple of times a day.  Now we all ‘know’ who the lousy ones are at customer service, either through personal experience or reputation…

But having said that, the one commonly mentioned name without fail for GOOD customer service was Brownells…

I’m sure as soon as I say that, there will be the 1% that will crap all over me, but everybody there had nothing but good stories…

Mine in particular, was over a Trijicon RMR. I’d ordered one with a specific mount, and they inadvertently sent the wrong one.  So I called when I got it, got an RMA number and shipped it back.  Three days later, I again got the wrong mount.  I called in again, got a very nice lady who confirmed the part number was in fact incorrect, had them pull a correct one, bring it to her, and she read off the part number.  It was correct, and I got it two days later, express shipped, before I’d even had a chance to get an RMA and return the second one. AND there was a hand written note apologizing for the mistakes…

Others had nothing but good to say for them, for any number of reasons, including asking if folks were sure they needed the more expensive part, or recommending substitute parts that would get the job done when the desired part was out of stock or backordered.  And everyone was united in how personable and friendly the phone order folks at Brownells are.

I’ve had the pleasure of meeting both Mr. Frank Brownell, and Larry Weeks and some of the other folks that work there, and they have been without fail polite, interested in making sure you’re happy with the product received, and willing to take extra steps as required to fulfill folks orders.  A couple of years ago I watched Mr. Brownell interacting with his ‘customers’ at the NRA AM, and it was obvious some of them were LONG time customers, as he actually knew them by name.  And in some cases he actually remembered what guns they had bought stuff for!!!

Lastly, Brownells has supported us with help with food/drinks at some of our functions, not because we’re a big important group, but because we’re trying to do the right things.  This past weekend being a good example-  Ambulance Driver taught a class on blow out kits to 32 of us.  Brownells covered the drinks and munchies for the class.  They didn’t have to, they won’t get any advertising out of it, other than on the blogs but they did it anyway…

THAT is the definition of a class act, and customer service…

And why I’ve been a customer for over 20 years…