I n an MI market where online sales often dominate, it can feel like mom- and-pop retailers are consistently looking for ways to compete. But maybe the industry’s biggest competitive advantage has been hiding in the name all along. “Mom” and “pop” are family — and the retailers who embrace that family feeling are often the ones building communities no online marketplace or big-box dealer can match. One prime example of this is Shiloh Music Center in Mt. Juliet, Tennes- see. Members of the Hedges family, who have been running the dealership since its founding more than 50 years ago, grace our cover this month and share how they’ve built a NAMM award-winning music lessons program. PERSPECTIVE I BY KATIE KAILUS FAMILY IS YOUR ADVANTAGE
Hint: It has to do with treating students, teachers and employees like they’re part of the Hedges family. Shiloh’s lesson program wasn’t named the inaugural winner of NAMM’s “Best Music Lesson Program” at January’s Retail Awards because it has nine continuously full lesson studios, 300 weekly students and 13 teachers. It received the award because it puts relationships first.
“When a teacher or employee joins the business, we tell them off the bat that they’re part of the family, and ‘If you need anything, let us know,’” said George Hedges, who co- founded the business alongside his father and now operates it with his wife, Karen, and sons, Paul and James. “When you work at Shiloh Music Center, it’s not just a job. You’re part of our Shiloh family, and we treat everyone that way.” That philosophy extends well beyond the staff. Paul said the relation- ships the store has built with its teachers, students and customers have created a welcoming atmosphere that rivals the spirited vibe of a neigh- borhood barbershop. “We like to think we’re the barbershop of guitars,” Paul said. That community-first mindset even extends to the store’s relationships with other local music retailers. “We don’t really count them as competitors anymore,” George said of fellow Nashville-area MI dealers. “We’re all fellow music stores, and we’re all in it together.” A large majority of music stores are family businesses, with second- and third-generation owners carrying on the legacy started by their parents and grandparents. So, why not extend that same family-first philosophy beyond your last name and into every interaction with your customers? We all know online retailers can match prices, ship overnight and make buying convenient. But what they can’t do is watch a music school student progress into a global touring musician or celebrate a student’s first recital or have customers return years later with children of their own. When customers walk through your doors, make them feel like they’re welcome members of your store’s extended family. In an industry built on relationships, fostering that family feeling isn’t just good customer service. It may be your store’s strongest competitive advantage. MI
12 I MUSIC INC. I SEPTEMBER 2026
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