Wayne Endicott

The Bow Rack

Springfield, Oregon

We set our store’s culture. Who we are is who will be sitting on the stool across the counter from us. Sure, someone occasionally comes in using filthy language and hangs around for a long time. In subtle ways, we try to influence them. I’m a Christian, and I believe I’m called to be salt and light to all people in the store and beyond.

We’ve cultivated an environment where we don’t rush people out the door. Even though I don’t like the term “loitering,” that type of thing commonly happens here because of how we operate. If someone is getting new bowstrings, for example, it’s going to take us a while to get all of the bow specs right, get the bow shooting a bullet hole through paper, and then help the customer get sighted back in. Depending on what they all need, it takes us 45 minutes to 1 hour and 15 minutes. So, people are used to being here and hanging out for a while.   

The majority of people who hang out here are good people who do business with us, and they want to be around us. I don’t look at them as loiterers; they actually help out with sales in many instances. As a staff, sometimes we’re tied up and busy, and those people who’re here hanging out often jump in and talk with other customers. They’re shaking hands. They’re telling stories. They’re suggesting products. It really works to our benefit. 

Lots of solid relationships develop here in the shop. I want people in here and having discussions. Because we’ve developed a family friendly atmosphere, those people and discussions help us more often than they hurt us. I genuinely love people. I actually get depressed when our store is empty.

Rhonda Crabtree

Corner Archery

Glendale, Arizona

I like people hanging around in the store, and I try to promote an inclusive culture no matter who it is. Let’s say someone is hanging out who I know isn’t going to purchase anything today. Maybe I’m not making money on them right now, but they’re visiting with other customers and developing friendships. Sooner or later, they’re talking about products, and one will suggest a product to the other. Plenty of sales transpire from those interactions. Sometimes, a customer will essentially sell another customer something for us just by talking about it and recommending it.  

I’ve noticed that people who hang out here discuss many different topics, not just archery. That’s how friendships develop. I let that happen as long as it doesn’t appear that someone is being too invasive or negative. I listen to what they’re saying and study everyone’s body language. I want to see that everyone is comfortable with one another. 

I’ve learned not to judge a book by its cover. Years ago, I had a gentleman come in when I was here alone. He made me nervous because he looked like a vagrant. It really bothered me. A couple of days later, my partner was in the shop with me, and the same gentleman came in again. My partner said, “Hey! How ya doing?” It turns out that he was coming here straight from work. He was dirty and did look like a vagrant, but he became a very good customer, and then we even hired him. 

The important takeaway from that story is you have to treat everybody the same. Give people some leeway. Foster the thought process of wondering what their story is rather than make judgments, assumptions or conclusions. Yes, be alert and attentive to potential situations, but be friendly and get to know people. Ask them questions and get them talking.

Theresa Greer

Music City Archery

Franklin, Tennessee

Our pro shop area has two customer service counters and a retail area. There is space for our customers to stand, but we don’t have a lot of people who come in just to hang out because we really don’t have a “lounge” area. We don’t have the space for it. That naturally mitigates the problem of loitering. Most customers are here to buy something, take lessons, or ask us questions. We do have some seats and bleachers in our shooting range, but we don’t have any seating in the pro shop area. 

If customers come in and present themselves in a negative manner, we try to redirect them to a different part of the store or sort of hurry them out of the building. Of course, we’ll answer any legitimate questions they might have in a respectful way, but we certainly don’t want them distracting or negatively impacting other customers. Fortunately, that isn’t a very common occurrence. 

That being said, we do offer some social opportunities. For example, we have a social league on Thursday and Friday nights. It’s a lot of fun and a great atmosphere for people who crave interaction with other archery buddies and are looking for a social outlet. They get to shoot, hang out, and talk with one another as much as they want to. It gives them a reason to be here and something fun to do while they’re here. It is a very successful platform where lots of friendships are made.