Mitch
06-27-2005, 11:39 AM
Five years ago, I purchased my Giussani classical guitar from GSI. The experience was terrific, and I wrote a glowing letter to Tim at the time. This was pre-forum, so the rest of the world was not privy to my satisfaction. I’m pleased that there is now a publicly viewable area for this type of letter, as I will gladly steer anyone who asks toward dealing with GSI. I am including some of the text I posted in another forum to give you an idea of the experience I had with them five years ago, and then I will add some thoughts on the latest interaction.
_________________
Here’s what I posted in another forum about my original experience:
“I used to live in West L.A., so I have been able to conduct most of my business with GSI in person. I have enormous praise for this organization. Although GSI may be one of the biggest names in the world for fine classical/flamenco instruments, you would never get that impression when dealing with them. I am not famous, wealthy, or notable in our field. I am a casual player who appreciates fine instruments. I spent approximately five years researching my “good” guitar purchase. I must have spoken with the sales staff at GSI countless dozens of times. I was never rushed; never pressured. In fact, I was always treated with the same level of respect that I assume they give to their more famous clientele. All of the staff at GSI are experts in their field. I traveled to famous stores across the country looking at guitars. I went to R.E. Brune’s workshop, Sophocles Papas’ store, Sherry-Brenner (don’t ask), CGI, GSP, and more. I had tea with Kohno in his home in Japan, and he walked me to Gendai to show me some guitars (This was shortly before his death). I was treated with respect at all venues except one, and GSI rivals the best of them.
When it came time to try the guitars out, I arranged an after-hours appointment. I had spoken at length with the staff prior to my appointment. When I arrived, all of the guitars we had discussed were arranged beautifully in a private room. I don’t know if I was the only customer in the store, but I certainly felt like it. The salesman at the time stayed hours after their normal closing time fielding endless questions from me. He played Guitar A for me, then B, then back to A, then C, then B, then back to A, etc (you get the idea). He left me alone to play as long as I wanted until I had more questions. I went into the store with some fairly strong preconceptions about what I wanted, but I ended up with the Giussani, which I would have never anticipated. The intimate setting and the ability to really play and hear each instrument without distraction allowed me to discover a magical instrument for me. It was a delightful experience, and every time I have done business with them since, it has been positive. None of my other business has involved a guitar (yet) - they are just as helpful if you are only buying strings...
I get the feeling from reading these posts that some people might equate a high level of success in business to a sort of “selling out.” I confess that I too sometimes harbor these types of feelings. I do see a significant amount of reasonable criticism on these forums, but I also get the feeling that there is some antipathy toward GSI that might be unwarranted.
GSI is enjoying great success, but my impression is that this comes from a genuine love of the instrument, coupled with good business skills. I spoke directly to every employee at GSI, from their web designer (who shared some lovely guitar music with me, courtesy of Scott Tennant, his teacher) to Tim himself. All in all, it is a very personal, friendly environment, and I wouldn’t hesitate to do business with them again.
… terrific customer service, exceptional staff, and knowledgeable, friendly assistance. I end up happier knowing that I have been taken care of, and I also know that any issues I have will be handled promptly and respectfully.”
_________________
My new thoughts:
I recently switched my playing style and lessons from classical to flamenco guitar. As much as I loved the Giussani, I needed a flamenco instrument. After a lengthy “discussion” with my wife, the Giussani had to go. It’s a lovely instrument, with a unique, rich sound. It is missed.
I finally became serious about buying the new flamenco about two months ago. This was when Dave Tate received his first e-mail from me. He had no idea what was in store for him then! Hundreds (literally) of e-mails and dozens of phone calls later, I had fulfilled my obsessive need to have every minute detail of every available option explained to me in depth. Dave was always gracious, considerate, patient and informative. He is well versed in flamenco guitar construction and history, and was always generous and honest with his opinions on individual instruments. His descriptions of each guitar’s feel, sound, projection, etc. were very informative. By the time I was ready to fly to California, I felt like I was already familiar with the virtues of all the instruments on my list.
The day arrived last week when I flew in to L.A. to see all of these lovely instruments in person. GSI looks like they are going through some moving pains at the moment, but the new store has a lot of potential. I guess that success has forced more floor space. All in all, it was an interesting layout. The listening room we used was quite spacious, and I was able to hear the sound of each guitar in a nice, open, airy environment. All of the lovely instruments in their inventory were within quick reach, so I was able to compare guitars I was interested in with some great classics that I simply can’t afford. I watched the repairmen working on some guitars in the back, and the place was simply alive with “guitar energy.” It was pretty exciting.
Just as David Collett had done with me several years earlier, Dave Tate sat and played piece after piece for me on guitar after guitar. He’s a very talented player, and I often found myself listening to the music and forgetting to pay attention to the guitar itself. His talent and enthusiasm for flamenco shines through in his playing, and I can see that he is happy doing what he does. How many other jobs let you sit and play guitar on the clock?
My testimonial is becoming quite lengthy – I’ll stop writing soon. I ended up with a gorgeous, raw Ramirez blanca, and I couldn’t be happier – well - I would have loved to take the 1953 Rodriguez home with me, but something was missing – funds in my account.
I’ll leave it at this. GSI is a world class establishment, and their success is well deserved - top notch professionalism, passion for the instrument, and respect for the customer.
Tim, congratulations on retaining your focus as your business expands. I know you are aware of the quality of people you hire, but I’d like to give special attention to the fine young flamenco you’ve picked up. Dave Tate is an exceptional addition to your staff, not to mention one heck of a guitar player.
GSI, thanks again for a magnificent experience.
- Mitch
_________________
Here’s what I posted in another forum about my original experience:
“I used to live in West L.A., so I have been able to conduct most of my business with GSI in person. I have enormous praise for this organization. Although GSI may be one of the biggest names in the world for fine classical/flamenco instruments, you would never get that impression when dealing with them. I am not famous, wealthy, or notable in our field. I am a casual player who appreciates fine instruments. I spent approximately five years researching my “good” guitar purchase. I must have spoken with the sales staff at GSI countless dozens of times. I was never rushed; never pressured. In fact, I was always treated with the same level of respect that I assume they give to their more famous clientele. All of the staff at GSI are experts in their field. I traveled to famous stores across the country looking at guitars. I went to R.E. Brune’s workshop, Sophocles Papas’ store, Sherry-Brenner (don’t ask), CGI, GSP, and more. I had tea with Kohno in his home in Japan, and he walked me to Gendai to show me some guitars (This was shortly before his death). I was treated with respect at all venues except one, and GSI rivals the best of them.
When it came time to try the guitars out, I arranged an after-hours appointment. I had spoken at length with the staff prior to my appointment. When I arrived, all of the guitars we had discussed were arranged beautifully in a private room. I don’t know if I was the only customer in the store, but I certainly felt like it. The salesman at the time stayed hours after their normal closing time fielding endless questions from me. He played Guitar A for me, then B, then back to A, then C, then B, then back to A, etc (you get the idea). He left me alone to play as long as I wanted until I had more questions. I went into the store with some fairly strong preconceptions about what I wanted, but I ended up with the Giussani, which I would have never anticipated. The intimate setting and the ability to really play and hear each instrument without distraction allowed me to discover a magical instrument for me. It was a delightful experience, and every time I have done business with them since, it has been positive. None of my other business has involved a guitar (yet) - they are just as helpful if you are only buying strings...
I get the feeling from reading these posts that some people might equate a high level of success in business to a sort of “selling out.” I confess that I too sometimes harbor these types of feelings. I do see a significant amount of reasonable criticism on these forums, but I also get the feeling that there is some antipathy toward GSI that might be unwarranted.
GSI is enjoying great success, but my impression is that this comes from a genuine love of the instrument, coupled with good business skills. I spoke directly to every employee at GSI, from their web designer (who shared some lovely guitar music with me, courtesy of Scott Tennant, his teacher) to Tim himself. All in all, it is a very personal, friendly environment, and I wouldn’t hesitate to do business with them again.
… terrific customer service, exceptional staff, and knowledgeable, friendly assistance. I end up happier knowing that I have been taken care of, and I also know that any issues I have will be handled promptly and respectfully.”
_________________
My new thoughts:
I recently switched my playing style and lessons from classical to flamenco guitar. As much as I loved the Giussani, I needed a flamenco instrument. After a lengthy “discussion” with my wife, the Giussani had to go. It’s a lovely instrument, with a unique, rich sound. It is missed.
I finally became serious about buying the new flamenco about two months ago. This was when Dave Tate received his first e-mail from me. He had no idea what was in store for him then! Hundreds (literally) of e-mails and dozens of phone calls later, I had fulfilled my obsessive need to have every minute detail of every available option explained to me in depth. Dave was always gracious, considerate, patient and informative. He is well versed in flamenco guitar construction and history, and was always generous and honest with his opinions on individual instruments. His descriptions of each guitar’s feel, sound, projection, etc. were very informative. By the time I was ready to fly to California, I felt like I was already familiar with the virtues of all the instruments on my list.
The day arrived last week when I flew in to L.A. to see all of these lovely instruments in person. GSI looks like they are going through some moving pains at the moment, but the new store has a lot of potential. I guess that success has forced more floor space. All in all, it was an interesting layout. The listening room we used was quite spacious, and I was able to hear the sound of each guitar in a nice, open, airy environment. All of the lovely instruments in their inventory were within quick reach, so I was able to compare guitars I was interested in with some great classics that I simply can’t afford. I watched the repairmen working on some guitars in the back, and the place was simply alive with “guitar energy.” It was pretty exciting.
Just as David Collett had done with me several years earlier, Dave Tate sat and played piece after piece for me on guitar after guitar. He’s a very talented player, and I often found myself listening to the music and forgetting to pay attention to the guitar itself. His talent and enthusiasm for flamenco shines through in his playing, and I can see that he is happy doing what he does. How many other jobs let you sit and play guitar on the clock?
My testimonial is becoming quite lengthy – I’ll stop writing soon. I ended up with a gorgeous, raw Ramirez blanca, and I couldn’t be happier – well - I would have loved to take the 1953 Rodriguez home with me, but something was missing – funds in my account.
I’ll leave it at this. GSI is a world class establishment, and their success is well deserved - top notch professionalism, passion for the instrument, and respect for the customer.
Tim, congratulations on retaining your focus as your business expands. I know you are aware of the quality of people you hire, but I’d like to give special attention to the fine young flamenco you’ve picked up. Dave Tate is an exceptional addition to your staff, not to mention one heck of a guitar player.
GSI, thanks again for a magnificent experience.
- Mitch