to feel like you. I’m lucky that everyone here is willing to lean in and have fun. Smiling faces, anywhere and everywhere. In fact, on our rentals page, there’s a photo of Richard smiling with a French horn on his head.” THE BIG WIN Making connections between its staff and its customers is imperative to Brighton Music Center’s success — as well as its win for Best Customer Service at the 2025 NAMM Dealer Awards during last Janu- ary’s NAMM show. “I remember when [NAMM] was highlighting examples of great customer service, they mentioned our business fun- damentals — the behaviors that define our culture,” Dusold said. “These weren’t new things we started doing; they were habits we already had, just finally put into words. I think it was the summer before last when we rolled them out. We even printed them on little cards — I still have mine on my desk.” Dusold explained the Brighton Music Center team took a day out of the store
The Brighton Music Center team. From left: Beth Schiemer, Richard Schiemer, Brad Wittmer and Genn Dusold.
and smile?’ And they’re all on board. I know that can be tough at first — and taking over a social media account can
feel intimidating. No one wants to do something that feels too silly or goofy. But it doesn’t have to be that. It just has
32 I MUSIC INC. I JULY 2025
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