Positive Ripples

How you treat guests has an effect far beyond the walls of your store.

Even at my young age of 64, I still regularly quote lessons from my mother. And, after all these years, one of those lessons remains incredibly relevant today. She told me, “The world is run by those who show up, so show up and send out positive ripples.” 

Along with the thousands of other front-line dealers/ranges throughout the country, my family has collectively served millions of folks. As an owner or employee, what you do and say can have a long and lasting impact on the person across the counter from you. Allow me to share some examples of what I mean.

We sold our business years ago, but my family is still involved in the public arena in regard to firearm safety and education matters. While shopping at a local grocery store, an older lady kept politely staring at me as we were walking along the aisles. When I got to the checkout area she had already checked out, but by then she had put her thoughts into words and was waiting for me. She turned toward me and shared the following: “You are the gentleman that was on the commercial for the free gun locks, right?”

I said, “Yes, that was Project Child Safe. A group of us were honored to help with that.”

Then she said, “Well, I need you to know that my grandchild is alive today because of that program. Thank you; it meant more than you know.” 

She was very emotional as she spoke and was in tears by the time she finished her story. I stepped over to her, and she reached out to give me a big hug. By now there was a small crowd watching this unfolding story. I thanked her for the kind words. As she headed out, I could still see tears flowing down her cheeks. But what I recall most was her beaming smile.

This next story is an example of what I would call “negative ripples.” Operations with poor-spirited management and/or micro-managing owners are a deep cancer on those who work there. Remember, it all rolls downhill. The biggest tragedy of this is that it will infect the guests of the store, possibly losing them from the future of the shooting sports. This store had little care about growing the shooting sports family; instead, it was all about “selling stuff.” 

A husband, wife, and two young children who had never shot or owned a gun entered the store. They were eager to learn how to shoot properly and safely, and knowing nothing about the shooting sports they knew they needed to ask a lot of questions. Sadly, they were dismayed at how they were treated. I later learned that the family could feel the tension and sour attitude that permeated every aspect of the store. The staff did not seem to want to engage despite their efforts to get someone’s attention. When they finally did, the sales associate never looked at them. He acted like it was a bother to answer any of their questions. 

They left the store with a bad taste about shooting and the industry and gave up on what they had thought was a good decision for their family. Fortunately, when they shared their experience with a friend, he took them to another store that understood the concept of “positive ripples.” As a result, this family remains happily involved in the shooting sports world. 

All encounters are heartfelt, but this last one still resonates deeply with me and my family. While waiting in a checkout line that was eight or nine deep at a home-improvement store, I met a gentleman in military fatigues and boots. It was very busy, loud, and hectic, so regular conversation was almost impossible. Even so, he leaned in and asked, “Are you Mr. Hall?” 

I said, “Yes. Thank you for serving.” 

He then stood very erect, looked me squarely in the eyes, and said, “Mr. Hall, I want to thank you and your wonderful family for being Americans worth fighting for. Your family’s business when you ran it sparked my desire at a very young age to face my fear and learn to shoot. Eventually, I opted to enter the military. You were the starting point in my journey.”

I thanked him for the kind words and learned he is now a career officer, married with two kids. I still get emotional remembering this encounter.        

Ripples are sent in every direction by you and your staff every day. Make sure those ripples are positive. All of us—as dealers, range owners, and leaders in the industry—have touched the lives of so many people. A few simple words of encouragement are sometimes all that’s needed to help create a lifelong participant in the shooting sports.

The Simple Truth is positive ripples will build and help grow the industry we are blessed to be a part of. I would love to hear some of your stories. They may even be part of a future article. Please email me at Miles@HallNHall.com.