Know Your Gear Podcast with Phillip McKnight
Episode: "Why Most Guitar Salesmen Don’t Actually Help You"
Date: March 23, 2026
Episode Overview
In this episode, Phillip McKnight explores a recurring topic in the guitar community: why experiences with guitar salespeople—especially in the US—are so often unhelpful or even negative. Phil weaves in anecdotes, listener emails, and responses to a reaction video by UK-based guitarist JoJo Fry. Through personal stories, detailed breakdowns of guitar shop dynamics, and industry commentary, Phil examines the gap between what customers want and what most sales staff offer in brick-and-mortar music stores.
Key Discussion Points & Insights
1. Reaction Video & International Differences in Guitar Shops
- [02:45-12:00]
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Phil describes how his son watched JoJo Fry’s reaction video addressing his story about a friend’s poor treatment by a guitar salesman.
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JoJo, based in the UK, was shocked by Phil’s story and had never experienced anything similar.
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Phil laments that negative or dismissive treatment is almost a rite of passage for US guitarists—a cultural contrast to JoJo’s experience.
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He highlights Bizarre Guitar (Phoenix, AZ), once notorious for bad service but notably improved in recent years.
"She was like, 'I've never experienced that.'... I can't think of a single person that I know, that's a good friend, that's into guitar, that doesn't have two, maybe three crazy and bad guitar store stories. It seems to be very common here." – Phillip [08:10]
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2. "You’re Not Good Enough for That Guitar" Sales Tactic
- [12:10-16:20]
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Recaps the original story: Phil’s friend, a surgeon, wanted a Gibson Les Paul but a salesman tried to redirect him to a cheaper Epiphone after hearing him play.
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Phil argues that this gatekeeping is caused by salespeople assuming skill level corresponds with purchasing power.
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He points out that in real life, dedicated musicians often scrape together funds for nice gear, regardless of status or income.
"If your skill isn't here, then your guitar that you buy can't be here." – Phillip [15:32]
"Most musicians who actually buy expensive guitars don't have money... Musicians buy expensive guitars when they have no money all the time." – Phillip [15:52]
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3. Customer Experience in US Stores: Why It Often Fails
- [19:30–31:15]
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Phil contrasts his own approach to retail—being transparent, helpful, and problem-solving—with the "canned" responses common in large chains like Guitar Center.
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Illustrates how simple objections (like guitar damage) are often mishandled ("That’s a really good price!") instead of being constructively addressed (strategy: discounts, bundled accessories, service extras).
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Discusses classic retail basics—finding and responding to the real customer objection, not sticking to old car salesman techniques.
"You just have to find the objection and move on… my critique of Guitar Center was his responses were these canned, 1970s movie car salesman responses… that's not going to fix, that's not my objection." – Phillip [29:54]
"We weren't really good salespeople in our stores… We were just really informed... probably made the customer experience pretty decent that way." – Phillip [23:32]
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4. The Impact of Store Culture & Missed Opportunities
- [31:15–38:30]
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Phil muses how the whole industry is “guitar people” rather than true sales or customer service pros.
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The need for improved culture: from store appearance to proactive help and following up for reviews (common in other retail, not music).
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Anecdote: his wife was only ever proactively helped in a Sweetwater retail store.
"This industry is so far removed from that concept... I've never been in a music store ever—including my own—where somebody said, 'Hey, would really like it if you gave me a good review.'" – Phillip [37:39]
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5. Listener Stories & Email: Shared Awkwardness and Buying Behavior
- [38:35–44:10]
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Phil reads an email from a Canadian listener nervous to ask for a top-shelf Martin acoustic at Long & McQuade.
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Many players (including Phil) feel awkward requesting assistance, and “guilt-buy” something small if they don’t purchase the big item.
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Advocates for online options like Sweetwater for transparent, pressure-free buying—but acknowledges cross-border shipping issues.
"It’s like a dating app for guitars, right? We gotta do the first date... just because I have a couple bucks in my pocket and the guitar happens to be in the room doesn’t mean it’s going to be, you know..." – Phillip [41:36]
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6. Contrasting with Other Retail Sectors
- [46:15–50:40]
- Phil’s daughter’s experience in sales management—outside the music industry—highlights how removed guitar retail is from modern service practices (e.g., upselling, review requests, attentive help).
- Guitar buying satisfaction is rarely about stellar sales staff; it’s about already knowing—and trusting—someone at the shop.
7. Anecdotes: Tuning Mishaps, Drop D Guitars, and Drop-in Experiences
- [23:30, 52:05]
- Amusing tales about paying students to tune guitars and one tuning every guitar to Drop D—causing mass confusion in-store.
- Emphasizes the importance of process, training, and attention to detail.
8. The Internet Advantage—And Retail’s Challenge
- [53:20–55:30]
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Reiterates that brick-and-mortar stores must compete on service, community, and “a little smile”—what online vendors can’t provide.
"...these brick and mortar stores, they're gonna have to give something to us that online can't. And I think that's a little service—and maybe a little smile." – Phillip [54:00]
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Notable Quotes & Memorable Moments
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Vintage Bad Service:
"I have many unfortunate stories of bad experiences at Bizarre Guitar... He was proud to be kind of, like, jerky. But why are the employees jerky?" – Phillip [07:18]
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The Sacrifices Musicians Make:
"When my wife and I moved into our first apartment, we used base cabinets as end tables and a 810 cabinet as our coffee table... She said, 'Whenever he had a gig, I had no furniture.'" – Phillip [16:48]
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Online vs. In-Store Shopping:
"My suggestion to you is, buy it at Sweetwater.com... You can pick out the guitar, and there's a return policy..." – Phillip [43:20]
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Sweetwater Standout:
"She walked up to me right afterwards… she goes, 'That's the first time anyone’s ever walked up to me in a music store in my life and asked me if I need any help.'" – Phillip [37:44]
Audience Input
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[48:55]
An audience member from the UK counters that British and Irish shops can be equally bad, showing the problem isn’t just American. -
[1:11:22]
Anecdote of a belligerent sales rep flipping out after Phil posted a mildly critical video. Ends with “the moment probably made this channel what it is today.”
Supplementary Segments
Repairs, Mods, and Gear Tips
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[1:02:50] Grease Bucket Tone Circuits vs. Treble Bleeds
Phil explains the difference between the two, how tone and volume interact, and why he prefers high-friction potentiometers for reliability. -
[1:47:25] Basswood as a Tonewood
Explains why basswood is used (weight, ease of manufacturing), its history, and jokes about how it was primarily used for duck decoys before the ‘80s.
Lighter Moments
- [1:20:22]
Reminiscences about instrumental bands, Bella Fleck & the Flecktones, and seeing Stanley Jordan and Victor Wooten jam together. - [1:30:10]
Shares a series of Chuck Norris memes in reference to his passing:"He didn’t go to heaven. Heaven came to him." – [1:31:00]
Important Timestamps
- 00:00 – Episode intro and setup
- 02:45 – JoJo Fry's reaction and international shop culture differences
- 12:10 – The “not good enough for this guitar” phenomenon
- 19:30 – Sales process comparison: Phil’s shop vs. typical retail chains
- 31:15 – Industry culture: sales skills vs. gear lovers
- 38:35 – Listener email from Canada (awkward store interactions)
- 46:15 – Retail best-practices from outside the music sector
- 53:20 – Why brick-and-mortar must improve
- 1:02:50 – Q&A: Grease bucket vs. treble bleed
- 1:11:22 – Confrontation with a sales rep over negative product review
- 1:20:22 – Discussion on instrumental acts, live vs. recorded music
- 1:30:10 – Chuck Norris meme moment
- 1:47:25 – On basswood in guitars
- End – Channel housekeeping, shout-outs, and closing remarks
Closing Thoughts
Phil repeatedly circles back to the core lesson: the retail guitar world is stuck in its ways, clinging to old habits while online shopping creeps ahead. Real change—in customer service, store experience, and culture—remains rare. He calls for more empathy, good processes, and for stores to capitalize on what online shops can’t offer: genuine community and care.
Links & References
- JoJo Fry Rocks (YouTube) – Phil recommends viewers check out her channel and reaction video.
- Sweetwater – Called out as the gold standard for proactive customer service.
- Guitar Center – Both critiqued for dated sales approaches and praised for being open to feedback.