2 I MUSIC INC. I DECEMBER 2015
DECEMBER 2015 I VOL. 26, NO. 11 PUBLISHER Frank Alkyer EDITOR Katie Kailus ASSOCIATE EDITOR David Ball ART DIRECTOR ùHUL[HǕ\U[V]m CONTRIBUTING DESIGNER 3VYP(UUL5LSZVU CONTRIBUTING EDITORS ,K,UYPNO[)VII`9LLK
PRESIDENT Kevin Maher EASTERN ACCOUNT EXECUTIVE Pete Fenech ASSISTANT TO THE PUBLISHER Sue Mahal CIRCULATION MANAGER 2L]PU94HOLY BOOKKEEPING Evelyn Oakes
OFFICES 7O -H_ LTHPS!LKP[VY'T\ZPJPUJTHNJVT CUSTOMER SERVICE (877) 904-7949
Jack Maher, President 1970–2003
:<):*907;0659(;,:! VUL`LHYPZZ\LZ [^V`LHYZPZZ\LZ[V<:(HKKYLZZLZ VUL `LHYPZZ\LZ [^V`LHYZPZZ\LZ[V*HUHKH HUKV[OLYMVYLPNUJV\U[YPLZ(PYTHPSKLSP]LY`H[JVZ[
:05.3,*67@HUKIHJRPZZ\LZSPTP[LKZ\WWS`! [VHU`HKKYLZZZ\YMHJLTHPS(PYTHPSKLSP]LY`H[JVZ[
>LJHUUV[ILYLZWVUZPISLMVY\UZVSPJP[LKTHU\ZJYPW[Z HUKWOV[VZ5V[OPUNTH`ILYLWYPU[LKPU^OVSLVYPUWHY[ ^P[OV\[^YP[[LUWLYTPZZPVUMYVT4HOLY7\ISPJH[PVUZ0UJ
*VW`YPNO[ I`4HOLY7\ISPJH[PVUZ0UJHSSMVY- LPNUYPNO[ZYLZLY]LK;YHKLTHYRYLNPZ[LYWLUKPUN 6;/,94(/,97<)30*(;065:! +V^U)LH[ */(5.,6-(++9,::!7SLHZLHSSV^ZP_^LLRZMVY`V\Y JOHUNL[VILJVTLLɈLJ[P]L>OLUUV[PM`PUN\ZVM`V\Y UL^HKKYLZZPUJS\KL`V\YJ\YYLU[4<:0*05*SHILS ZOV^PUN`V\YVSKHKKYLZZ4<:0*05*0::5 7\ISPZOLKTVU[OS`L_JLW[(WYPS7YPU[LKPU<:( I`4HOLY7\ISPJH[PVUZ0UJ5/H]LU,ST- O\YZ[03 7LYPVKPJHS7VZ[HNL7HPKH[ ,STO\YZ[03HUKH[HKKP[PVUHSTHPSPUNVɉJLZ 76:;4(:;,9!:LUKHKKYLZZJOHUNLZ[V4<:0* 05*76)V_ :[7H\S45 2008 2008 December 2015 THE EXCELLENCE ISSUE P. 25 RETAIL EXCELLENCE R AWARDS Page 26 RUSSO MUSIC INC. 2015 RETAILER OF THE YEAR SWEETWATER THE MUSIC ZOO WEST MUSIC GUITAR CENTER LONG & MCQUADE MERRIAM MUSIC WASHINGTON MUSIC CENTER KEN STANTON MUSIC MEMPHIS DRUM SHOP PRODUCT EXCELLENCE P AWARDS 26 Brian LaCour and Scott Engel Page 46 SUPPLIER EXCELLENCE S AWARDS PROFILE Page 54 67 I GUITARS, AMPS & ACCESSORIES 12 I Arthur’s Music brings guitars, as well as specialty instruments, to the Indianapolis community YAMAHA 72 I AUDIO & RECORDING KHS 14 I NEWS 74 I DRUMS & PERCUSSION REVEREND GUITARS X Musical Innovations hosts book signing event 76 I BAND & ORCHESTRA X Reverb launches music lessons marketplace TAYLOR GUITARS 77 I PIANOS & KEYBOARDS THE MUSIC LINK KAWAI 78 I DJ & LIGHTING D’ADDARIO THE MUSIC PEOPLE PROFILES ST LOUIS MUSIC 18 I Kala beefs up its U.S. manufacturing ASK THE CONN-SELMER RETAILER 82 I ASK THE RETAILER 20 I NEWS 62 I FROM THE TOP X The Excellence Edition: Additional wisdom from X Hartley Peavey receives lifetime achievement award Mark Terry on the difference between being a leader this year’s award winners. X PMC offers promotion for International Drum Month and a manager. Cover photo by Kristen Driscoll 6 I MUSIC INC. I DECEMBER 2015 DECEMBER 2015 I MUSIC INC. I 7 PERSPECTIVE I BY KATIE KAILUS EXCEL YOUR BUSINESS nd so it is upon us — the close of one business year and the start of another. Now is the time to take a look and evaluate your operation, and there is no better place to get inspiration for the next 12 months than right here in Music Inc.’s annual A Excellence Issue. This month’s awards coverage features the story of 10 retailers and 10 suppliers who have gone above and beyond during 2015 to not only provide solid customer service and constant innovation, but also to raise the bar overall in our industry. As we all know, the days of a store owner relying soley on word- of-mouth to keep a cash register full are gone. Active social media pages, cutting-edge websites and that special in-store personal touch are necessary to compete with online mega retailers. All three of these aspects play a major role in the operation of Music Inc.’s 2015 “Retailer of the Year” Russo, a New Jersey-based full-line dealer. In past years, the title of “Retailer of the Year” has gone to an industry stalwart, a recognizable name. And, when this year’s votes started filing in for Russo, it was clear to see why. While the two-location dealer is more than 50 years old, its store managers have kept the business fresh and cur- rent by staying on course with the latest trends in retailing — not just MI. As a result, Russo boasts 20,000-plus engaged Facebook followers and more than 2,200 followers on Instagram, a rare feat for many retailers. They hire young staffers who want to grow with the business and build product displays themselves. They’ve thrown the unfriendly clerk cliché out the window to provide personalized service for their customers. “We go out of our way to avoid the local music store stereotypes,” said Scott Engel, manager at Russo’s Asbury Park location. “The cranky old guy leaning on the counter blocking kids from the Les Pauls is obsolete. Every one of my staff members can recount a story from their local stores growing up where they felt intimidated and insulted. A young laid back staff avoids that issue.” Whether it’s learning what makes a solid Instagram post from Russo’s Engel or hearing the importance of educating consumers from Taylor’s Andy Powers, this month’s issue packs a better-business punch that is second to none. We hope you’ll hold onto it, and refer back to it when making hiring decisions, creating a social media strategy or when you just need some business inspiration. MI 8 I MUSIC INC. I DECEMBER 2015 Profitable Puppets schools, or going out of his way eading the cover story, “From to help other fellow members of RPuppets to Profit” on my the music industry. He has done store Mozart, Einstein & Me in an admirable job of preserving [Music Inc.’s] November 2015 is- the traditions for which Rice Mu- sue brought to mind how visually sic House is known, but is also focused our stores have become always looking for innovative, towards the non-musician. Many new ways to promote his com- music stores over the past few pany — and music in general, years have spent thousands of often referring to the “power of dollars doing in-store makeovers music” as something that excites (us included). But I couldn’t and motivates him. He just fin- tell you how many have tried ished a term as a member of the window displays that feature NAMM Board of Directors, and absolutely nothing about music. is well-known and well-respected Our whole goal has been in our industry. to lure the general consumer, We have been honored to kids and families not currently have had Rice Music House as interested in music, into our an affiliate store this fall. JP was stores. Through new techniques gracious to allow us to rent band in window displays and the ad- and string instruments, sell ac- dition of art and science con- cessories, and work alongside sumables we have successfully him in his Columbia store. We brought in 35 percent of total have had road service throughout sidewalk foot traffic. And after Columbia for five years, but hav- seeing we have guitars and other ing an actual, physical location instruments hanging from the has been wonderful for us, and walls, the newbie shopper in we believe it has introduced Rice our store ultimately asks, “Do ter many years of selling lessons have known “JP” Parekh for Music House to hundreds of new you guys offer music lessons?” and instruments we could no several years, as we are both families potentially interested in Back in the 1960s and ’70s longer ignore that it’s almost active in the South Carolina piano and piano lessons as well as you couldn’t get past noon on always ‘mom’ or ‘grandma’ that music scene, and have twice in band and string instruments. a Saturday without hearing a stands in front of the cash reg- been to Washington D.C. to- [This was] another of JP’s great, garage band playing somewhere ister. So we took the long view gether on the NAMM Fly-In forward-thinking ideas to promote in the neighborhood. Sadly, those that if we could get kids and (in 2014 and 2015). JP is a true not only his company but music days of rock ‘n’ roll subsidized by parents into our stores we’d have gentleman; he is also one of the education in general in our state. adolescent testosterone are gone. a better chance of telling the most passionate advocates for Thank you again for high- What’s evolved over the past music story: that lessons and music education we have in our lighting this remarkable company decade or so are more sophisti- playing an instrument grow the industry, and I am proud to call and this remarkable gentleman. cated pre-teens, along with the brain, and it’s a ton of fun. We’ll him a good friend. Tracy E. Leenman Owner reciprocal challenge of invigorat- keep you apprised on how our JP’s extensive marketing ef- Musical Innovations ing their early interest in mu- business plan evolves. In the forts not only bring Rice Music Greenville, South Carolina sic. And it’s not that kids aren’t meantime, to our fellow com- House to the forefront in the listening to music as much as rades in arms, think change. Columbia, South Carolina, area, they did 40 years ago, but that Stan Houston he also works tirelessly to pro- Director music participation takes a back Mozart Einstein & Me mote the benefits of music educa- EDITOR’S NOTE: MUSIC INC. seat to the many new activities Livermore, California tion for all children — whether ENCOURAGES LETTERS AND available to them. through providing lessons in his RESPONSES TO ITS STORIES. I’d be disingenuous if I didn’t A True Gentleman store, sponsoring local and re- E-MAIL LETTERS TO [email protected]; OR claim that 100 percent of our hank you so much for your gional events, hosting concerts, WRITE TO 102 N. HAVEN RD. marketing is directed to women: Tfeature on Rice Music House working with local educators to ELMHURST, IL 60126; 630-941-2030; mostly moms and grandmas. Af- [in the October 2015 issue]. I provide instruments for their FAX: 630-941-3210. 10 I MUSIC INC. I DECEMBER 2015 DECEMBER 2014 I MUSIC INC. I 11 InsideRETAIL > Musical Innovations Hosts book signing event PAGE 14 > The Drum Pad Closes after 30 years in business PAGE 14 > Musician’s Friend Introduces new loyalty program PAGE 15 ARTHUR’S MUSIC I BY DAVID BALL IT RUNS IN THE FAMILY inda Arthur Osborne is Arthur’s Music received the Mu- a busy woman. On top of sic Makes a Difference Award at running two other busi- Summer NAMM for its efforts nesses (a teleprompter in organizing a guitar donation Lservice, ExecuPrompt, program for a local school. and Castings Artistic Finishers, A teacher from the Southeast scenic painters for media and Neighborhood School of Excel- business), Osborne also owns lence (SENSE) charter school and operates the family business, had purchased a guitar at a yard Indianapolis-based Arthur’s Mu- sale and brought it in to Arthur’s sic, with the help of her daughter, Music for repair, intending to use Amy England. the guitar for her students’ music Opened in 1952 by big band class. She explained that most of guitarist Amos Arthur, Arthur’s the students’ families were below Music pioneered the sale of gui- Amy England (left), Linda Osborne (right) and Amy’s daughter, Samantha (center). the poverty line and couldn’t af- tars, amps, drums and P.A.s in ford guitars on their own. Indianapolis, as well as specialty “The guitar was just awful,” instruments like pedal steels, lap Arthur’s Music brings England said, “and they didn’t steels, accordions and harps. have any plan for getting guitars “[Arthur] pretty much sin- guitars and specialty for the kids. The school didn’t gle-handedly got rock ’n’ roll have any budget for the music started when it came of age [in instruments to its program. Indianapolis],” Osborne said. “We “She was really at a loss. So, had piano stores and orchestral community for 60-plus we offered to do a guitar dona- stores, but we didn’t really have tion program,” England contin- any live music stores for guitar years and counting ued, “where we advertised [on and fretted instruments. He re- social media] and took in guitars ally emphasized that, and that’s from customers in our commu- what got us on the map.” explained. “She kept tabs on that what you’re doing,” Osborne nity, fixed them up, made sure Arthur met his wife, Leola, so he could just enjoy playing added. “[Stores that] only have they were playable for the kids, while giving her mandolin les- and buying and selling guitars.” one person doing all the buying and then donated them and our sons, with whom he would estab- England, who’s taken over the and making all the selections [are time to the school so that the kids lish a business partnership, much sales role while Osborne manages easy to] tell that they’re like that could have guitars to learn on.” like the one Osborne has with the books, said, “You really need when you walk in. They become By the end of the program, Ar- her daughter today. “He always two people to handle it, to give a little bit sterile.” thur’s Music was able to donate said that [Leola] was a big part of each of those areas the attention 16 playable guitars to the school. the store being a success, because that they deserve for the business.” MUSIC MAKES A DIFFERENCE “We were very, very excited by she was more on the logical, fi- “Also, you have to have n addition to being named a the response that we got,” Os- nancial end of things,” Osborne more than one voice to know INAMM Top 100 dealer this year, borne said. MI 12 I MUSIC INC. I DECEMBER 2015 MUSICAL INNOVATIONS I EVENT MUSICAL INNOVATIONS HOSTS BOOK SIGNING usical Innovations held a book sign- with an imagination to be envied,” said Ming on Oct. 3, featuring Black Day: Mardra Sikora, Marcus’ mom. She and her The Monster Rock Band, the first book by son worked on Black Day together, with Marcus Sikora, a 25-year-old with Down Marcus Sikora dictating the story as his From left: Mardra and Marcus Sikora with Tracy Leenman of Musical Innovations and Tracy’s daughter, Joy Pollock, Syndrome. mom transcribed it. a special education teacher in Georgia. The book is a 40-page illustrated chil- “Mardra’s name may be familiar to dren’s book that tells the story of Brad, a many members of the music industry,” Marcus — and he loved them.” paperboy who dreams of becoming a rock said Tracy Leenman, owner of Musical The event occurred in conjunction with star. When Brad discovers the band “Black Innovations. “Until 2011 she was presi- October as Down Syndrome Awareness Day” — comprised entirely of monsters — dent of Progress Publications and Wright Month. “Marcus is an example of how dif- rehearsing in an old garage, he approaches Printing, until she retired to further pursue ferent ability does not equal less ability,” them and asks if he can become their new her own writing career and, as it turns Mardra said. “Yes, there are skills that come bass player. The monsters’ response is swift, out, become an active advocate for and easier to others, but Marcus teaches those “No humans!” So Brad sets out to change with Marcus. We had a wonderful time around him to celebrate every day, give their minds. with Marcus and Mardra at our store. compliments freely and follow your pas- “[Marcus] is an incredible storyteller The children loved the book, and loved sion. Which in his case, is creating stories.” THE DRUM PAD I CLOSING The Drum Pad Closes M[LY`LHYZVMZLY]PUNSV- AJHSKY\TTLYZ;OL+Y\T7HK PU7HSH[PUL0SSPUVPZJSVZLKP[Z KVVYZH[[OLLUKVM6J[VILY 6^ULY1PT:[YLPJOWSHUZ[VYL[PYL HUKILNHUY\UUPUNHJSLHYHUJLZHSL PU(\N\Z[¸(SV[VM[OLVSKLYZ[\KLU[Z HUK[OLPYMHTPSPLZOH]LILLUYL[\YU- PUNHUKZH`PUN[OL`IV\NO[[OLPYNLHY Batten (right) poses with a clinic attendee. OLYL¹:[YLPJO[VSK[OLDaily Herald¸0[ OHZILLU^VUKLYM\SOLSWPUNKY\T- SAM ASH I EVENT TLYZZVS]L[OLPYWLYMVYTHUJLWYVI- SLTZVYNL[[OLPYYPNO[NLHYOLYL¹ (UH[P]LVM4H`^VVK0SSPUVPZ:[- Jennifer Batten Wraps Clinic Tour YLPJOLHYULKHIHJOLSVY»ZKLNYLLPU uitarist Jennifer Batten, best known with tons of great sounds. Many guitarists T\ZPJH[[OL 14 I MUSIC INC. I DECEMBER 2015 APPOINTMENTS FULL COMPASS PROMOTES MUNDTH ull Compass Systems REVERB I WEB Fhas announced the internal promotion of Nick Mundth as Web Reverb Launches Music population lead and QC specialist. His broad Lessons Marketplace knowledge in the musi- everb has announced the launch of music-lesson packages that are cal instrument, musical Rof Reverb Lessons, a new mar- built around specific music genres recording and profes- ketplace that connects aspiring and playing techniques to help en- Nick Mundth sional audio industry musicians with experienced music sure that students can learn what will continue to aid the instructors for online and in-person they want and allow instructors to company in the promotions of its well-established lessons. better market their specific areas of product offerings and listings online. As part “Reverb Lessons’ vision is to be expertise. of his duties, Mundth will handle all training the preferred destination for any mu- In addition to packaged lesson and quality control for both the Web population sician learning a new instrument, blocks, Reverb Lessons has fixed and video production teams at Full Compass. brushing up on existing skills or pricing designed to be fair for both “In the two years that Nick has been at Full seeking to master a new genre or students and teachers. Compass he has proven to be an invaluable technique,” said Jason Hunt, presi- “Reverb.com is powered by a large member of the team with a great attitude and dent of Reverb Lessons. and highly engaged community of a proactive approach to problem solving and The launch follows the June ac- active musicians, and the addition of team building,” said Laura Lawrence, market- quisition of Lesson Lodge, an online Reverb Lessons makes it easier for ing manager. “We very much appreciate his music lesson marketplace founded them to do more with their talents,” hard work and want to congratulate him on by Hunt and Will Cebron. said David Kalt, founder and CEO his promotion.” {fullcompass.com} Reverb Lessons features a variety of Reverb.com. MUSICIAN’S FRIEND I WEB GC HIRES SENIOR VP OF MARKETING MUSICIAN’S FRIEND uitar Center has Gappointed Frank ROLLS OUT NEW Crowson as senior vice president of marketing. Crowson will work LOYALTY PROGRAM closely with Michael n Oct. 1, Musician’s Friend company of Musician’s Friend. “Loy- Amkreutz, Guitar Olaunched its new loyalty pro- alty marketing is a big component Center executive vice gram, Backstage Pass. Customers in retail, and it has been lagging a president of merchan- in the program receive a variety of little bit in the world of MI. With dising, marketing and Frank Crowson special offers, including an exclu- Musician’s Friend’s introduction, the e-commerce, in imple- sive 1-800 support number, a special hope is that we continue to serve menting a comprehensive marketing plan to birthday coupon, exclusive releases, all the customers we already have.” increase overall brand visibility. and first access to door busters and The program also offers members Crowson joins Guitar Center from Target special deals. 8 percent back on every purchase Corporation, where he most recently held the “So far Backstage Pass has been they make in the form of points. For position of vice president of marketing, and off to a great start,” said Michael example, if a Backstage Pass member was responsible for promotion strategy and Amkreutz, executive vice president purchases a guitar for $1,000, he or weekly customer-facing communications. of merchandising, marketing and e- she will receive an $80 credit towards {guitarcenter.com} commerce for Guitar Center, parent a future purchase. DECEMBER 2015 I MUSIC INC. I 15 16 I MUSIC INC. I DECEMBER 2015 DECEMBER 2015 I MUSIC INC. I 17 InsideSUPPLY > Peavey Receives lifetime achievement award PAGE 20 > D’Addario Launches acoustic campaign PAGE 21 > KHS Appoints national sales manager PAGE 22 KALA BRAND MUSIC CO. I BY KATIE KAILUS CALIFORNIA CUSTOM Kala’s Petaluma, California-based custom shop puts out about 80 ukes a month. n the midst of a small busi- Kala’s U.S. custom shop the line has been great, which ness park in Petaluma, is no surprise considering the California, lies Kala Brand has increased its investment the ukulele company Music Co.’s headquarters. production with its new made into educating its build- I From the outside passersby ers and honing its product. The would never guess that this Elite line of ukes — showing company had a few of its build- quintessential office building ers apprentice with well-known houses the bustling workings no signs of slowing down uke luthier Michael DaSilva in of a custom ukulele shop — but Berkely, California. in fact it does. Kala builds 10 different uke ADVANCED EXPERTISE “They went through and Kala launched its U.S. manu- models in the States. t the 2015 Winter NAMM learned his process from se- facturing about four years ago “The vision is evolving as AShow, Kala rolled out its lecting the wood to cutting to when it started making solid we see what we can do,” said Kala Elite U.S. line, which is the the whole build process to hand body U-Basses at its old head- Michael Upton, Kala’s founder. first line of traditional ukes from carving the neck,” Upton ex- quarters down the road. Today, “Every month we’re growing a the company that are entirely plained. “It was a couple months in addition to the USA U-Basses, little bit more.” built in the States. Response for of training and they kept build- 18 I MUSIC INC. I DECEMBER 2015 ing here.” which currently employees about 10 build- with other woods in the future. Next the Kala crew traveled to Hawaii ers, and Upton hopes to see that number “Right now we are building pretty much and met with master uke builder Noa Bonk rise in the future. everything out of Koa, and we’ve got other at Ko’olau Ukuleles as well as several in- “I would like to see us building 400-500 woods that we want to start using,” he dependent builders. instruments a month and hope that we, at said. “There’s a desire to use other types “We wanted to take in all the different some point, will be offering full customiza- of woods and to not stop learning, but to processes before we started production,” Up- tion,” he said. get better at building what we do. ton said, adding that John’s brother Andrew Upton said he also hopes Kala will soon “Don’t feel like you’ve arrived yet. Don’t Kitakis, who runs Hawaiian Music Supply, be recognized as one of the leaders of high- stop growing or learning. That is kind of was also integral in offering constructive end, U.S.-made ukuleles, and, thanks a de- the company ethos. And not to put any criticism of Kala’s finished prototypes. “We’d mand of high-end players, that goal might limits on what you can do.” MI bring a lot of ukes to them and send a lot not be far off. to them for feedback. They’d say, ‘Modify “The demand for the higher end is that, change that.’ There could be a lot of there,” Upton said. “Whether it’s a cos- people that don’t even notice certain things metic inlay or just more expensive woods, that they notice because they are looking people seem to want that variety. With at thousands of ukes constantly. So, that ukulele, people purchase multiple instru- has been helpful trying to get things really ments. They like having a collection, and dialed in.” there’s a lot of brand loyalty. “As we talk to customers, we notice LIMITLESS GROWTH that they just want variety, and they are ala is currently producing about 80 willing to pay more for it.” Kukuleles a month at its custom shop, Upton also hopes to begin experimenting DECEMBER 2015 I MUSIC INC. I 19 PEAVEY I AWARD HARTLEY PEAVEY RECEIVES LIFETIME ACHIEVEMENT AWARD uring the annual AV Awards ceremony of a ‘Lifetime Achievement Award,’” Peavey Din London, Hartley Peavey received the said. “It’s hard to realize that I have been 2015 Lifetime Achievement Award. Rec- in this industry for over 50 years now. We ognized for 50 years of innovation and have always tried to bring new and fresh manufacturing, Peavey accepted the award approaches to the areas of technology in before a crowd of 950 AV industry profes- which we operate. Back in the mid-1970s we sionals in the Great Hall of the Grosvenor revolutionized the manufacture of guitars working and control system in the form House Hotel. with our introduction of CNC machinery of MediaMatrix, which revolutionized the “I was pleasantly surprised to learn that for the first time. Later, in the early 1990s, way professional sound is distributed and AV Magazine would be giving me the honor we introduced the first digital audio net- controlled.” {peavey.com} HAL LEONARD I TECHNOLOGY Noteflight Takes Notation Farther oteflight online music notation software, today: online. Noteflight offers professional either sell a boxed subscription or sell via Nnow part of Hal Leonard, is rethinking music notation and editing features, but also Hal Leonard’s Vault program. The customer the way music is created, and with the recent community groups, score commenting and receives a code in their retail box or via The addition of John Mlynczak, the company’s sharing. Vault and enters the code on the Noteflight new director of educational technology, it is We now have two simple product offerings: site, giving customers the ability to compose poised for continued innovation. Music Inc. Noteflight Premium and Noteflight Learn. right away. There is nothing to install and there sat down with Mlynczak who explained more Noteflight Premium is the full-featured aren’t multiple SKUs for various versions or about the company and what it offers dealers. product for individual users and is sold as upgrades or operating systems; it just works an annual subscription model, with no soft- out of the box. Since the dealer initiated the MI: Congrats on your new position. Can you tell ware to install, update, or upgrade through sale, they receive a commission on all renewals. us a little about your background and your new multiple product versions. Noteflight Learn For Noteflight Learn, Hal Leonard’s deal- SRVLWLRQZLWK1RWHŴLJKWDQG+DO/HRQDUG" is our new music education product where ers now have the ability to sell schools or JM: My background is in music education, students and teachers can all enjoy premium districts a subscription-based online learn- educational leadership, creative arts standards accounts within a private school site, which ing platform for music education. With the and assessment. I have spent the past five is COPPA compliant. This subscription model, deal- years presenting to educators, students and allows students to have ers have the opportunity retailers on how to integrate technology into constant access to their to cultivate more lifelong music education. I am excited to continue music for performance, customers by signing them my growth in music education technology composition, or theory, while teachers can up and reminding them about annual re- with Hal Leonard and Noteflight, where I view, comment, and consistently engage in newals. Any chance to engage a customer can work with retailers and educators on meaningful feedback with their classes. Note- is valuable, and the subscription model is providing the best products and support flight Learn will also be adding many new ideal for consistent customer interaction. materials for today’s students and teachers. features for schools, including: recording, Hal Leonard now distributes a number of assessment tools, and subscriptions to content technology product solutions suited for the MI: For many retailers who might not be familiar, libraries to support the music students are classroom, such as digital recording DAWs, LQ\RXUZRUGVZKDWLV1RWHŴLJKWDQGKRZLVLW learning in class. recording gear for concerts and rehearsals, GLIIHUHQWIURPRWKHUQRWDWLRQSURJUDPV" and many accessories that are valuable to JM: Noteflight is online music notation soft- 0, +RZFDQGHDOHUVEHQHƓWIURPDQGSURPRWH educators. I encourage dealers to reach out ware that has revolutionized the way we create 1RWHŴLJKWDORQJZLWKRWKHU+DO/HRQDUGWHFKQRORJ\" to me personally, so I can help with school music with computers and mobile devices. JM: For Noteflight Premium, Hal Leonard music technology sales. We can work together Because Noteflight works on any device with offers a significantly discounted subscrip- to schedule webinars with their sales staff a browser, users can create, share, and col- tion only through the retail channel, which and teachers on music technology solutions laborate on scores in the same manner that gives dealers a strategic advantage for selling where we can identify the right technology we all create, share, and collaborate any idea Noteflight to their customers. Dealers can solutions for each school. {noteflight.com} 20 I MUSIC INC. I DECEMBER 2015 SLM I COMPANY SLM Management Meets for First Strategy Meeting ue to St. Louis Music’s growth over the last year, the company Dhas recently made new additions to its senior management team to help guide the company’s expansion. September saw the first meet- ing with senior managers, old and new, in attendance — a group that draws upon industry veteran experience and major skill sets across sales, marketing, administration and IT. “As my friend and colleague Paul Damiano says, ‘To build a great com- pany you need great people,’” said Mark Ragin, president and CEO of St. Louis Music. “That is why we’ve added to our team. These are exciting times and working with these people day in and day out is a real honor.” As well as expanding its team, SLM has increased its product of- ferings. It recently became the Sabian distributor, acquired Blessing Brass Instruments and Kiwi Wind Products, and launched Apollo Drums. {stlouismusic.com} D’ADDARIO I CAMPAIGN D’ADDARIO LAUNCHES FIRST ACOUSTIC CAMPAIGN IN A DECADE ’Addario’s new campaign, featuring the as new images and videos shot through the in the video include Sam Outlaw, bluegrass Dtagline “The Six That Get You,” high- soundhole of a guitar and more. virtuoso Dave Rawlings, Americana legend lights how the company helps musicians get The campaign’s print advertising depicts a Jim Lauderdale, Jackie Green, Fats Kaplan to whatever moment they are chasing with unique perspective of the world shot through and many more. Videos will be debuted over their music. D’Addario recently launched a a guitar’s sound hole. As part of the Web the next several months. Additionally a new new website for “The Six That Get You,” campaign, the new site features trendset- portal invites players to compare how the featuring exclusive interviews with top acous- ting guitarists discussing the influences that different sets of D’Addario strings sound via tic performers, interactive content, as well have shaped their sound. Artists featured an interactive sound chart. {daddario.com} DECEMBER 2015 I MUSIC INC. I 21 Contest winner Fatima Brown with Godsmack drummer APPOINTMENTS Shannon Larkin. KHS APPOINTS NEW NATIONAL SALES MANAGER HS America has named Patrick Stevenson Knational sales manager for its combo di- vision. Stevenson has more than 25 years of experience in the MI industry in sales, mar- keting and executive positions. His experience includes product/brand development, marketing, retail sales, sales management and financial management. He has been responsible for sig- nificant growth in sales and dealer satisfaction for several large companies in the MI industry. In his new role, Stevenson will be responsible for strategic and tactical sales initiatives, and Patrick Stevenson will participate in furthering the KHS core principles focusing on music, integrity, ingenuity, respect and teamwork. “I am very excited to be joining the KHS team,” Stevenson said. “We have great brands on the combo side of our business, and this is a very important PMC I CONTEST time in the development of KHS America. The financial and branding strength of our company and the professionalism of our team members create an PMC Offers environment of powerful opportunity for retailers across all MI channels.” “We are very pleased and happy to have Patrick on board with KHS,” said Andy Strayer, vice president of sales for KHS America. “His industry IDM Promotion experience with retail, product management and sales management make he Percussion Marketing Council wrapped him a perfect fit to head up the combo division.” {khsmusic.com} Tup its 2015 International Drum Month promotion on Oct. 10 with grand prize win- ner Fatima “Zohra” Brown meeting Godsmack SLM APPOINTS FIRST drummer Shannon Larkin at the Rock Alle- giance Festival, in Chester, Pennsylvania. NATIONAL SALES MANAGER Brown, a 26-year-old drummer that has been t. Louis Music recently appointed Richard playing for 15 years, won the International SGrossman to the newly created position of Drum Month (IDM) “Drum Roadie for a Day” national sales manager. grand prize by submitting her entry through “Richard will work closely with our outside PMC’s online entry process. The program was team to help them manage the extraordinary associated with participating percussion retail- growth St. Louis Music is experiencing,” said ers during May. She was chosen from over 350 Mark Ragin, president and CEO of St. Louis entries, making this years’ IDM contest the Music. “His first major task is to help the outside most successful ever. team expand the retail footprint of our newest “The International Drum Month campaign strategic partner, Sabian cymbals.” and ‘Drum Roadie for a Day’ grand prize re- Richard Grossman Grossman comes to SLM with over 35 years ceived tremendous interest and support from experience as an outside sales representative at the entire percussion industry,” said Karl Dust- a major company in the music and distribution business. man, PMC executive director. “We doubled the “I am very excited to be joining St. Louis Music,” Grossman said. “For number of participating retailers nationwide. many years, SLM was a major competitor to my former company, but I was Thousands of grand prize entries were pro- always impressed with how they conducted business with their dealers. The cessed and more than 100,000 social media new team at SLM is a very seasoned and dynamic group. I am looking forward impressions were recorded. This is the most to being part of that team, and continuing SLM’s tremendous growth and successful International Drum Month cam- success.” {stlouismusic.com} paign of the organization’s 20-year history.” {playdrums.com} 22 I MUSIC INC. I DECEMBER 2015 DECEMBER 2015 I MUSIC INC. I 23 24 I MUSIC INC. I DECEMBER 2015 Each year, Music Inc.’s Excellence Awards honor 10 retailers and 10 suppliers who went above and beyond in their businesses over the last year. Voted on by THE 2015 their peers, these winners are responsible for advancing the entire MI industry. Hold onto this issue; it is chock-full of ideas that EXCELLENCE will provide inspiration year-long. By David Ball, Baxter Barrowcliff, Ed Enright, Michael Gallant, John AWARDS Janowiak and Katie Kailus RETAIL EXCELLENCE R AWARDS Page 26 RUSSO THE MUSIC ZOO SWEETWATER PRODUCT EXCELLENCE P AWARDS Page 46 BOSS CAD SONOR SUPPLIER EXCELLENCE S AWARDS Page 54 TAYLOR YAMAHA D’ADDARIO MUSIC INC. 2015 R RETAILER OF THE YEAR | BY KATIE KAILUS, PHOTOS BY KRISTEN DRISCOLL | THE NEW INDIE Russo is changing the MI retailing game by leaving music store stereotypes behind and focusing on a fresh approach to retail ith thousands of likes on Facebook and a staff made up of mostly millennials, Russo is the quintessential modern day retailer. The New Jersey-based full-line dealer focuses on more than making its customers happy. It focuses on Woffering a fresh approach to retail. “We go out of our way to avoid the local music store stereotypes,” said Scott Engel, manager of the store’s Asbury Park location and lead guitar repair tech. “The cranky old guy leaning on the counter blocking kids from the Les Pauls is obsolete.” This approach to MI retailing is just one of the reasons Russo has been referred to by Excellence voters as the “the Apple of the MI industry” — and one of the reasons it is Music Inc.’s 2015 Retailer of the Year. “These guys at Russo just get it,” said one voting supplier. “They understand what the future is, and they want to be around 20 years from now.” Scott Engel and Jeff LaCour RETAIL EXCELLENCE R AWARDS Hiring Millennials modern retail experience when it comes to buying guitars.” While the 55-year-old business is still owned by the founder’s Engel said eliminating old displays and minimalizing slat- wife Lucy Russo, Engel manages the Asbury Park location wall adds to the location’s modern feel. and Jeff LaCour manages Russo’s original store in Hamilton, “Music stores have a tendency to be a bit behind re- New Jersey. Together, the two bring a fresh approach to tail trends,” Engel said. “In Asbury Park we use as little music retailing, one that includes hiring young. outdated manufacturer displays as possible. We have just “Every one of my staff members can recount a story from enough slatwall to hang our products. If we need a display, their local stores growing up where they felt intimidated we re-purpose something, or build it ourselves. Customers and insulted,” Engel said. “A young laid back staff avoids should feel as comfortable and excited in our store as they that issue.” would any other retail spot. Displays should change to keep Engel encourages employers to provide a place for young employees and customers interested in the environment.” employees to grow. As a result, the store draws musician’s from all backgrounds. “Some of my employees have been with me since 2010,” “There really is no average Russo customer,” Engel said. Engel said. “They have grown with the store and made nice “I’ve sold a Squier Mini, a 59 Les Paul Custom Shop and careers for themselves. Employees growing with the busi- reset a Taylor neck in the same hour recently. We strive to ness is a no-brainer.” LiÌ i«>ViÜ iÀiÞÕLÕÞÞÕÀwÀÃÌÃÌÀÕiÌ>`iÛiÀÞ subsequent instrument after that.” Updated Design And Russo’s laid back approach to customer service helps Russo’s Asbury Park location was added in 2010, then the retailer achieve that goal. moved to an updated a new space in 2013 much to the “We try to gauge our customers when they walk in,” acclaim of the store’s manufacturers. Engel said. “The response to an honest greeting can tell “Russo has a great display of products,” said one voting you a great deal about what [a customer] wants from the supplier while another commented, “They’ve got a beauti- store and the staff. Customers in this industry are often ful new store, [which] they’ve redesigned to really give a defensive because they have had bad experiences in the 28 I MUSIC INC. I DECEMBER 2015 RETAIL EXCELLENCE AWARDS R past. We do our best to let them know that it’s OK to [let] your guard down. We just want to talk about gear and maybe help ÞÕw`ÃiÌ }Ì >̽ÃÀ} ÌvÀÞÕ°» Engel said new customers to Russo have an expectation from modern retail, and the store does its best to deliver. “Helping a customer who is open to our guidance and profes- sional experience is our specialty and honestly the most rewarding part of the job,” he added. Casting a Web For Russo, its website is its catalog, and it aims to have as much of its product selection online for customers to view. º7iw`Ì >ÌÃÌvÕÀVÕÃÌiÀà >Ûii`>ÌÕÀÜiLÃÌi quite a bit before they come in,” Engel said. “We try to keep it as updated as possible. Chances are, if someone is calling you they’re looking at your website or one of your social media sites. DECEMBER 2015 I MUSIC INC. I 29 RETAIL EXCELLENCE R AWARDS Ideally though, we want our Web customers to call “Instagram is less formal than other social media platforms,” us, so we can give them the service they deserve.” Engel said. “It’s all about the photo. If the photo isn’t interesting While Russo puts a lot of focus on its website, nobody is going to read the caption. [You need to] post quality stuff it is not aiming to compete against the big boxes. once or twice a day that’s consistent with the brand and image you “Our goal is to get [the customers within a] 50-mile want people to have of your business.” radius into our stores to try these tangible instru- Engel advocates learning from what you post. ments, experience our level of customer service and “If a photo doesn’t get a reaction, learn from that. If people hopefully take one home.” really like it, learn from that as well.” Social Media Mania The Future of Russo With more than 22,000 likes on Facebook and Looking ahead, LaCour said he would like to focus on the com- 2,200-plus followers on Instagram, social media pany’s lesson program, which currently instructs students on guitar, plays a large role in Russo’s business. The retailer `ÀÕÃ]L>ÃÃ]«>]yÕÌi]Ã>Ý« i>`V>ÀiÌ>ÌÌ i>Ì puts some money into Facebook advertising when it location only. This pairs nicely with the company’s band rental busi- comes to events and products, but mostly it tries to ness, which supplies on average about 5,000 instruments a year to provide consistent and interesting content to satisfy school districts in New Jersey and Pennsylvania. its current customers and attract new ones. Engel said he would like to see the Hamilton location remodeled “We try to interact with customers and manufac- >`Ì iƂÃLÕÀÞ*>ÀÃÌÀiiÝ«>`i`ÜÌ Ì iiÝÌwÛiÞi>Àð turers to make our stores someplace a new customer “We are doing our best to make Russo a destination,” he said. would want to be, or want to buy from online,” “The goal would be for our local draw and customer satisfaction Engel said. to spread through to a more national Web-based market, for those Nevertheless, garnering over 2,000 followers on seeking the product knowledge and service we are excited to offer.” Instagram is a rare feat for an MI retailer. Russo’s While Russo doesn’t have the infrastructure for a massive Web formula for success on the platform is similar to its business just yet, it is working on it. formula for Facebook: posting interesting content “A nice organic growth in all directions is the right way for us,” consistently. Engel said. MI LaCour Engel 30 I MUSIC INC. I DECEMBER 2015 DECEMBER 2015 I MUSIC INC. I 31 RETAIL EXCELLENCE R AWARDS | BY JOHN JANOWIAK | CONTINUED GROWTH Sweetwater keeps growing in all directions by quadrupling its retail space and expanding its campus sk Chuck Surack about “This particular month of September [2015], we were doing 500 Sweetwater Sound guitars a day for a while,” Surack said. Sweetwater does a thorough — the company he quality-control check on each guitar and sends back about 10 percent founded in Fort that don’t meet its standards. Guitars that make the cut are photographed Wayne, Indiana — and in detail, and when a customer buys one online, they’re welcome to you’re bound to hear Ãi`ÌL>VvÌ iÞ½ÀiÕÃ>ÌÃwi`° some staggeringly Surack’s customer-service philosophy in a nutshell is: “I want you to >À}iw}ÕÀið-ÕÀ>V be happy long term, not just make one quick transaction.” is careful not to brag, but the numbers speak loudly for themselves. Expanded Footprint “Last year we grew 28 percent over the Guitars are one growth area for Sweetwater, but in fact, each of its year before,” he said. “That’s a huge number product areas are growing. Awhen you get to the size we are today. This Traditionally known as a mail-order powerhouse, year [as of late September], we’re already up Sweetwater also has a strong local presence, and it 27 percent, so that number will probably grow. has reinvested heavily in its retail operation lately. The The month of September, we’re up 38 percent V«>Þ Ài`>VÃÕÌ}wÀÌ`iÃ}>LÀ>`iÜ over last year’s September. Stunning numbers, store, which opened on June 1. and I’m very thankful and appreciative. We’ll “We built a store that we think is pretty stunning, do over $350 million this year, and I started and our customers think is stunning, and the sales prove this crazy thing in my VW bus 36 years ago! that it’s effective,” Surack said. “We don’t get a lot And to continue to have this 25 to 30 percent of credit for our local store, but we will do $7 million growth when the numbers are in the hundreds locally, and that’s a lot of business for one store. It’s of millions, it’s a crazy thing.” four times the store we had before, and it’s beautiful The numbers may be crazy, but they stem to look at.” from an entirely rational business model. Among other innovations, the location features a -ÜiiÌÜ>ÌiÀ à > ivwViÌ] Üi>>}i` “digital warehouse.” Each room has a 50-inch screen «iÀ>ÌÌ >ÌÃÜL}iÕ} ÌLiiwÌ Ì >ÌiÌÃVÕÃÌiÀõÕVÞw`«À`ÕVÌÃÌ >Ì>ÞÌ from an economy of scale, but it still provides be displayed in the showroom but can be quickly ac- old-fashioned, personalized customer service. cessed. Mail-order customers get free candy with each Sweetwater also created a studio for producing order. Better yet, they can call a salesperson who online video demos of products and hired several tal- can help them determine exactly the product ented musicians to demonstrate them online. And it Ì iÞii`]>`Ì iÞLiiwÌvÀvÀiiÃÕ««ÀÌ expanded its campus to include the Crescendo Coffee from a dedicated tech team. Bar, which provides a classy performance space for But back to those crazy numbers: Sweetwa- students, employees and supplier reps. There’s also a ter’s guitar business is exploding. Fifteen years new marketing and merchandising building in the works. ago, the company didn’t sell any guitars, and “Once that’s done, for 12 or 18 months, maybe we won’t build in 2014, it sold 75,000 of them. anything,” Surack said. “I don’t know, we’ll see!” 32 I MUSIC INC. I DECEMBER 2015 SWEETWATER SOUND Fort Wayne, Indiana Principal: Chuck Surack, John Hopkins, Jeff Radke, Marc Leveridge Founded: 1979 Employees: 900 /RFDWLRQV 1 Annual Revenue: $354 million DECEMBER 2015 I MUSICChuck INC. SurackI 33 RETAIL EXCELLENCE R AWARDS | BY DAVID BALL | SHOWING ITS STRIPES Noted for its knowledgeable owner and ‘top-notch’ staff, The Music Zoo iÝi«wiÃÜ >Ì>}ÕÌ>ÀÃÌÀiV>Li]LÌ ÃÌÀi>`i }LivÀi«i} ÃwÀÃÌÀiÌ> worked in a 900-square-foot space,” Colletti said. “So, we all watched shop in 1994, Tommy Colletti was each other as we were selling a guitar to someone.” the go-to guy when it came to buy- Since moving into a larger space in 2011, regularly scheduled meetings ing a guitar. have been integral in keeping everyone on staff tuned in to the store’s “I was teaching guitar at the time, goals. “We do what are commonly known as ‘Town Halls,’ where every- and every time one of my students body in the entire store — whether they’re a salesperson or warehouse or a friend was looking for a guitar, worker — gets together and stands in one they’d somehow gravitate to me,” room and just talks. That way, everybody Colletti said. “It was a common rule knows what’s going on, whether they’re of thumb that you talked to somebody and packing boxes or a bookkeeper. So, we THE MUSIC ZOO made sure that you found a good one. I be- all have the same mindset.” Roslyn, New York came one of those people that my students Along with habitual communication Lrelied on to make sure [the guitar they were and training programs for employees, considering] was good.” suppliers noted that the company’s “top Colletti went on to use his wealth of product notch” staff is what makes The Music Principal: knowledge and the relationships he established Zoo stand out to vendors. Tommy Colletti with manufacturers to build a store of his own. When hiring new employees, Colletti Now, over 20 years later, The Music Zoo in admitted that a good staff is hard to Founded: Roslyn, New York, continues to build on Col- w`°º9Õii`ÃiL`ÞÌ >ÌÜà 1994 letti’s reputation both locally and worldwide the product and understands it, who’s Employees: through his store’s presence online. potentially a player. And it’s something 18 “We got in early on the Internet, which I that we’ve wrestled with because we’re think helped a ton,” Colletti said, citing his all players, but with the player thing also /RFDWLRQV forward-thinking business model as the key comes the ingredient [that they can be] a 1 to his store’s success. “Especially now, more bit of a dreamer. That can start to interfere than ever, you have to stay cutting edge. I with getting here on time.” Annual Revenue: think that the dealers that work really hard Over the years, Colletti has learned $10 Million rise to the top and have good careers. And to spot a few telltale signs for potentially the ones that don’t pay attention to their store good employees. “What’s their motiva- and growing their business everyday, suffer. tion? I tend to look for that, because “We’re constantly looking at The Music I want somebody that’s really in here because they love to be here, Zoo not only as a guitar store, but as a living, they’re into guitars, and they’re good with people. We’re not neces- breathing thing.” sarily looking for the guy that’s just doing this for the time being before he becomes famous. A Like-Minded Milieu “We look for excitement,” Colletti continued. “Somebody that’s into As The Music Zoo has grown, communication it. You can just see it right away. I would say that at least 75 percent of with staff has been a focal point of the business. Ì i`à iÀi>ÀiL>`Ã]LÕÌÌ iÀwÀÃÌ>`vÀiÃÌQL}>ÌRà “In the early days of The Music Zoo we here. Or at least they tell me that! [Laughs].” 34 I MUSIC INC. I DECEMBER 2015 DECEMBER 2015 I MUSICTommy INC. Colletti I 35 RETAIL EXCELLENCE R AWARDS | BY ED ENRIGHT | CUSTOMER CENTRIC Heading into its 75th year, West Music focuses on the customer’s experience ith seven re- if you have great communication and WEST MUSIC tail locations positive collaboration, recognizing that in eastern all parties must succeed.” Coralville, Iowa Iowa and western Il- Maintaining Its Focus linois, and West Music is currently working on Principal: multiple e- its own branding initiative, which aims Robin Walenta, Ryan commerce to create new store logos and artwork West and Steve West websites, related to the company’s various niche West Music Co. prides itself on being a com- business entities, including the Flute Founded: plete music source whose products and services Authority, the Percussion Source and 1941 support lifelong music makers. Such relation- the Piano Gallery. Wship-building with customers, suppliers and “We have a lot of brands and sub- Employees: employees is at the core of the company’s categories out there, and we’re trying 210 philosophy as it heads into its 75th year of to create this West Music umbrella so /RFDWLRQV doing business. people will recognize us for who we are One Excellence Award voter described West and what we do,” Walenta said. The 7 Music as an “amazing” business partner that re-branding launch, which coincides Annual Revenue: does a great job of representing brands to with the company’s 75th anniversary $37 million the marketplace. celebration kickoff, will take place at “We believe that to have a great relation- West Music’s annual meeting and awards ship, both parties must be successful in order banquet in February. for the relationship to be healthy,” said Robin Walenta stressed the importance of focusing on the beginner market Walenta, president and CEO of West Music. and providing young band and general music students with whatever “So, we partner with our key suppliers through they need to continue making music. the entire supply chain process, from concept “Through that process — whether it’s through lessons or clinics or to customer, making sure that each of us are repairs, any of those additional services that we provide — we can communicating and collaborating on how we help them on that journey to become an intermediate and profes- can get the product in the end user’s hand in sional musician,” she said. “It’s that commitment to that musical journey Ì iÃÌivviVÌÛi>`ivwViÌÜ>Þ«ÃÃLi° that will determine people’s success in this industry. [Retailers] that are And when that musician starts experiencing transactional-based and have their business model built on the number that product, we can support it through their of transactions you can process in a day — that’s good for a few, but musical journey. those of us who stay committed on building relationships and creating “We sit down and put a marketing plan experiences will remain successful.” together for how we can incorporate not only When prompted for any parting advice she could share with fellow their products and merchandising in our stores, retailers, Walenta responded: “The most important thing is to remain but marketing efforts as well as advertising true to the customer’s experience. Be very customer centric, and de- support,” Walenta continued. “It really is about sign every process, product and program around creating that unique market development, and that can only happen experience for the customer.” 36 I MUSIC INC. I DECEMBER 2015 Ryan West and Robin Walenta DECEMBER 2015 I MUSIC INC. I 37 RETAIL EXCELLENCE R AWARDS | BY KATIE KAILUS | OMNICHANNEL RETAILING ÕÌ>À iÌiÀ>«wiÃÌÃV >i>««À>V LÞenhancing its Web presence Michael Amkreutz t seems every week Guitar Center is GUITAR CENTER making news in one form or another — Westlake Village, California from launching new customer contests to expanding its retail operations. In late August, the MI giant rolled out its latest addition — a completely new website, Principals: and according to Michael Amkreutz, ex- Darrell Webb, Tim Martin, Michael ecutive vice president of merchandising, Amkreutz, Ronald Japinga, marketing and e-commerce, it’s been Wayne Colwell, Dennis Haffeman greatly received by GC’s customer base. “Response has been really spectacular,” Founded: Amkreutz said. “This was a complete over- 1964 Ihaul — we switched platforms, we switched Employees: everything. The site saw a remarkably smooth More than 10,000 introduction, and if you look at the feedback it’s just been phenomenal.” /RFDWLRQV The new site continues Guitar Center’s om- Guitar Center, 270; nichannel approach to retailing. Music & Arts 141 “Our website, sales and call center associ- ates have all been trained to provide service Annual Revenue: any way the customer chooses,” Amkreutz said. Undisclosed “Sales associates get commissions for online purchases placed in-store. We learned early on access content in store that is that we had to eliminate any hurdles. There’s “Our used gear changes daily,” Am- generated online,” Amkreutz another 50,000-plus products available online. kreutz said. “Through the mobile experi- explained. “A customer can go Customers can choose on the site whether they ence, users have the ability to shop used to one of our stores, scan one want to buy a product online or stop into their gear in any store. We’ve heard a lot of of the price tags and we will be nearest store. If they choose online, shipping people say, ‘We’ve been waiting for this able to give educational informa- products to a store is free.” for a long time.’ Now they can see what tion to that customer about the Adding to the omnichannel experience, all of our stores have in terms of used product they scanned.” Guitar Center has placed terminals in its store gear, and we love that.” Amkreutz added that the that let sales associates assist customers who company plans to make the don’t want to use their cell phones to search GC’s Mobile Plan shopping experience even for a product on GC’s website while in store. Looking ahead, Amkreutz said GC plans more intuitive for its customers. “The sales associate will offer to help them to continue its omnichannel method by “We are testing different Ì ÀÕ} >i«ÕÀV >Ãi>``ÀÛiÌÀ>vwVÌ enhancing its mobile offerings. mobile devices in store, and all the GC brands,” Amkreutz said. “We currently have an app in devel- I think you should expect that Along with the new website, GC also rolled opment, and plan to roll it out in 2016. there will be some new technol- out a new mobile site which customers have [It is] a new technology platform where ogy released that will enhance been praising for its used gear inventory. i v Ì i iÞ LiiwÌÃ Ã Ì i >LÌÞ Ì that omnichannel approach.” 38 I MUSIC INC. I DECEMBER 2015 RETAIL EXCELLENCE AWARDS R From left: Jack, Steve and Jeff Long LONG & MCQUADE Pickering, Ontario Principal: Jack Long, Steve Long, Jeff Long Founded: 1956 Employees: | BY JOHN JANOWIAK | 1,200 /RFDWLRQV GENTLE GIANT 69 Canada’s largest chain dominates with a low-key approach Annual Revenue: $260 million (CAD) uring Music Inc.’s beginner, weekend warrior or seasoned pro, product training seminars. Excellence Award Long & McQuade is there to serve them. It’s a huge expense, Steve said, but voting, many suppli- “Our motto is, we want to be a lifetime the investment pays off by keeping em- ers praised Long & supplier to musicians,” said Steve Long, ployees informed and keeping them McQuade as a solid, president and son of the company’s founder, around for a long time. storied retailer that Jack Long (who, at 86, is still active in the “I think that’s one of the things we’ve makes customers business). “Once you’re a musician, you’re done a good job of — keeping our staff feel right at home. always a musician, so we want to be there happy and consistent,” he said. “Long & Mc- for people at any stage of the process.” At the management level, turnover is Quade continues to have a small-store Behind the retailer’s laid-back reputation only 3 percent, so when customers visit feel, but offers customers everything they lies a regimented four-level training program. a store, they to see the same employees need,” said one nominator. “The stores’ Level one occurs before employees start their year after year. “Each staff should have Dstaff is very knowledgeable and passionate wÀÃÌ`>ÞvÜÀ°/ iÞÛÃÌÌ iV«>޽à their own customers that they see on about what they do.” Toronto-area headquarters for a three-day a regular basis,” Steve said. Such praise might describe a typical crash course that teaches them the basics musician’s favorite local mom-and-pop of retail and the company’s philosophy. Low-key Growth shop, but Long & McQuade happens to “Usually I, my brother [Jeff] and father The chain is still growing and will be Canada’s largest and most widespread will meet all of the employees, and make soon add more locations, but even its full-line MI chain. With nearly 70 locations sure they understand that we take it seri- approach to expansion is low-key. spread throughout all 10 Canadian prov- ously as a company,” Steve said. “I let “Generally we look for vacancies in inces, the company sold $260 million (CAD) them know that keeping the customers the market, whether that is caused by worth of musical instruments this past year happy is their day job.” somebody retiring or closing the store,” and will celebrate its 60th anniversary next Level two teaches product knowledge Steve said. “We don’t take the model year. Despite its dominance throughout that every employee should know, level that says, ‘There’s a store in that market the Great White North, Long & McQuade three teaches advanced sales techniques that’s doing well, but we’re going to go maintains a distinctively down-home, local and level four provides management train- head-to-head with them.’ We don’t see focus — and that seems to be a big part ing. Throughout the year, employees are it as adversarial. We don’t have to be in of its appeal. Whether the customer is a LÀÕ} Ì Ì Ì i i>` vwVi Ì >ÌÌi` every market.” DECEMBER 2015 I MUSIC INC. I 39 RETAIL EXCELLENCE R AWARDS From left: Minh Fedoration, Rumiko Sokolowski,From and Stu Harrison. Campbell, Mick Siracusa, Alan Merriam,Mary Ficzere Karen | BY JOHN JANOWIAK | EDUCATION FIRST An outstanding music school continues to drive Merriam Music’s retail growth erriam Music bills itself as “Toronto’s top- º`iV`i`ÞvÕÀÌ >`wvÌ Þi>ÀÌ >ÌÜÕ` rated piano store and music school,” really focus on building one of the best music schools and the school is every bit as impres- in the country,” he said. “I assembled a team of sive as the company’s two suburban renowned musicians and professional educators retail showrooms. and built a curriculum called Keyfest, which is a “They have one of the largest in- holistic curriculum that teaches nine areas of musi- store lesson programs in Canada,” said cal literacy.” one nominating supplier. The Keyfest method is designed to build musi- Of the company’s 150 employees, cianship from day one. From as young as four years 120 are teachers, and the school has a student body of 3,500. old, students are immediately immersed in diatonic And that number keeps growing; this year’s fall enrollment was theory, harmony, rhythm, improvisation and playing the biggest in the company’s 28-year history, said Alan Merriam, in ensembles. Mthe company’s president and founder. “We don’t dumb down the names, we make sure “That’s because we continually reinvest in the school and con- that every concept that is introduced will be the tinually innovate.” Ã>iiV>ÌÕÀi>ÃÌ iÞÜÕ`w`>ÃÞ« Þ Education was a priority from the start. When Merriam opened orchestra or a studio band,” Merriam said. “So as ÃwÀÃÌÓ]xääõÕ>ÀivÌÃÌÀi£nn] i`i`V>Ìi`nääõÕ>Ài the kids progress through our curriculum, they are feet to a small but high-quality music school. able to play classical music at a high level in their 40 I MUSIC INC. I DECEMBER 2015 MERRIAM MUSIC Oakville, Ontario Principals: Alan Merriam, Minh Fedoration, Stu Harrison, Karen Campbell, Rumiko Sokolowski, Luiz Breves, Mary Ficzere, Mike Siracusa Founded: 1988 Employees: 150 /RFDWLRQV 2 Annual Revenue: Undisclosed wvÌ Q>`RÃÝÌ Þi>À]>ÃÜi>à >Û}>}`Õ`iÀÃÌ>`- ing of jazz, pop and diverse genres.” The school published a series of books throughout the 1990s and built up a student base of 1,000 by 1998. Then, to better accommodate them, Merriam built a 20,000-square- foot building in Oakville, a prominent suburb of Toronto. Within four years, the student base grew from 1,000 to 3,000. Naturally, having such a large music school enhances Merriam’s pianos sales. The company’s team tracks this correlation carefully. “At least one third of our piano sales come from our in- ternal customers, many whom have purchased two or three instruments from us,” he said. “The more the kids progress on the piano side, the better the instrument they will end Õ«ÜÌ °7i >ÛiÃ` Õ`Ài`ÃvÛiÀÞwi}À>`«>à to some very accomplished students we have nurtured and developed over the years. They come here every week, and they’re walking through the piano showroom.” >V Þi>ÀvÀÌ i«>ÃÌwÛiÞi>ÀÃ]Ã>iÃ>Ì >ÛiVÀi>Ãi` 3 percent to 8 percent, Merriam added. “We know that the industry is in decline, which means we are gaining more market share.” DECEMBER 2015 I MUSIC INC. I 41 RETAIL EXCELLENCE R AWARDS From the left: Adam, Alan and Abbe Levin CHUCK LEVIN’S WASHINGTON MUSIC CENTER Wheaton, Maryland Principal: Adam Levin, Alan Levin, Abbe Levin Founded: 1958 Employees: 110 | BY DAVID BALL | Locations: THE NEW 1 Annual Revenue: OLD SCHOOL Undisclosed Now with a third generation stepping into the game, the Levin family continues every single day, all day. That’s why people come back to to deliver high-end service the good us, and that’s why people talk about us.” old-fashioned way Family Business Despite his relative young age, Adam stepped into a senior role after the unexpected passing of his father, Rob- ert Levin. “That really threw everybody for a loop,” Alan alk into Chuck Levin’s Wash- recounted, “because he was only 56 years old. It was out ington Music Center and vivÌwi`°» any seasoned MI retailer Adam, who had already graduated from business school is bound to get a sense and begun working at the family business, recalled getting of the familiar. a crash course during the time before his father passed “We are as old school away. “I didn’t think that I’d be doing what I’m doing for as old school gets,” said another 30 years,” Adam said. “[Robert] got sick, and I Alan Levin, co-owner. “If learned a lot from him very quickly in seven weeks. But you came in here for a that wasn’t long enough to learn how to run a business.” week, you’d say ‘I don’t know how that place works!’ But But the loss of his father showed Adam that the store we have customers in the store. We have phone calls. There’s was full of family members. “Every single day, someone always something going on.” tells me another story about my father, or about Chuck, WEstablished in 1958 by Alan’s father (from whom the store and I glean from that, ‘What did they do in this situation? takes its name), little has changed in the way that Chuck How would they go about that scenario?’ I have 30 sur- Levin’s treats its clientele. “We still do things the way we’ve rogate mothers and fathers here that are looking out for been doing them [because] this is the way my parents did me everyday. They certainly help me personally, but they it, and right or wrong it works for us,” Alan said. help me learn how to run this business, too. It was the Adam Levin, Alan’s nephew, described how he was taught: worst and best experience that I could have hoped for.” “Chuck’s way was, you help the customer no matter how Now with a new, revamped website up and running — } ÞÕ >ÛiÌVLÌw`>«iViv}i>À]À Ü>Þ which Alan notes is “Adam’s baby” — and Abbe Levin boxes you’ve got to jump into. No matter how small or big, (Alan’s sister) running the B&O side of the business, the or who the person is, you take care of them as best you can Levins continue to do what they do best — old-school retail. 42 I MUSIC INC. I DECEMBER 2015 RETAIL EXCELLENCE AWARDS R | BY BAXTER BARROWCLIFF | GOLD STAR SERVICE Ken Stanton goes back to the basics by focusing on solid customer service n an age where brick-and-mortar retailers w`Ì iÃiÛiÃVÃÌ>ÌÞV«iÌ} KEN STANTON MUSIC against the Internet, good old customer Marietta, Georgia service is sometimes the best defense. And not many retailers take that to heart as much as Atlanta-based Ken Stanton Music. Founded in 1949, Ken Stanton Principal: has strived to provide excellent customer Kenny Stanton, Matt service since day one — something they Abott, Scott Cameron hope sets them apart from the competition, according to Kenny Stanton, second genera- Founded: tion owner. 1949 I“[Customer service] is most important be- V>ÕÃivÞÕ`½ÌÌ>iV>ÀivÌ iÌ iwÀÃÌ Employees: time they’re not going to come back,” Stanton 70 said. “If you don’t have good sales people to Locations: work with your customers they can go online and buy stuff. You have to have good people. 5 If you don’t you’ve just got a store full of stuff, Annual Revenue: and you don’t set yourself apart. Everybody’s $11.7 million basically selling the same [product] so, if you want to separate yourself from other stores, it’s with your people.” “We hit the school band season Ken Stanton Music also improves the cus- pretty hard with promotions,” Stanton tomer experience by hosting a slew of in-store added. “And with Christmas [coming events as well as other promotional gatherings up] we’re working on our catalog. and clinics. Voting suppliers commented that [Our] marketing company is doing Ì i wÛiV>Ì ÀiÌ>iÀ à > }Ài>Ì «>Vi Ì a good job [helping us] with a lot of host its events. that stuff.” Kenny Stanton “Ken Stanton Music has been an excellent partner, especially [with] events,” said one. Next Gen Hiring “We have clinics, we have sales events, we Stanton said another way the company tries to set itself apart from local just work with our vendors to try and get some competition is by hiring a younger staff, including Stanton’s son who he hopes excitement,” Stanton said. “We have a really will take over the business, making Ken Stanton Music family owned for three good marketing company that we use, and we generations. meet with them every two weeks.” “Our focus is in growing some young people that we’re bringing on so that Stanton added that the company is always we can continue the company as a third generation,” Stanton said. “[We are] working on email blasts, its catalog and pro- growing some young people in our business so that we can continue to get motions. better.” DECEMBER 2015 I MUSIC INC. I 43 RETAIL EXCELLENCE R AWARDS | BY BAXTER BARROWCLIFF | SELLING A SOUND Memphis Drum Shop aims to give its customers exactly what they want — the perfect sound emphis Drum Shop is obessed with sound. And, as any MI retailer should, it goes to great lengths to help its customers w`Ì iÀ«iÀviVÌ sound. One way the retailer does that is through its interactive website, mycymbal.com. The site has garnered praise from many suppliers, helping it win three MRetailing Excellence awards over the past seven years. This year, one voter called the site “[a] truly unique experience for the online customer.” But, owner Jim Pettit does not claim to Jim Pettit have reinvented the wheel. Instead, he said mycymbal.com is ideal for players who appre- ciate the website for being more than just an his team exemplify excellence and MEMPHIS DRUM SHOP online stockroom. The website features videos enhance the customer experience.” Memphis, Tenneesee that let users hear the exact sound of an exact Pettit said that he sees many cymbal before they purchase. VÕÃÌiÀÃà ««}iwÀÃÌ] “Some consumers out there are concerned and then visting the store. Principal: about their cymbal sound, and so they’re looking “It seems like it takes all of Jim Pettit vÀ>ëiVwVÃÕ`vÀ>ëiVwVÌÞ«ivÕÃV those things today to make a or whatever they hear in their head and they sale,” Pettit said. “The feeling Founded: want exactly that,” Pettit said. “When you go that we try to give the customer 1987 to most online experiences, you’re hearing a is that we do care. We are drum- generic cymbal and you get one of that type, mers. We want the drummer to get Employees: model and brand, but you don’t get to hear the sound that he’s looking for.” 16 that [exact] cymbal.” Pettit said the main objective his sales staff keeps in mind is Locations: From Clicks to Bricks that they are “not just trying to 1 Memphis Drum Shop was also praised by Ex- sell a unit or a SKU.” Annual Revenue: cellence voters for its in-store services. One voter “We’re selling the guy a sound, Undisclosed complimented the company by saying, “Jim and >`Üi½ÀiÜ}Ìw`Ì >Ì°» 44 I MUSIC INC. I DECEMBER 2015 PRODUCT EXCELLENCE P AWARDS MICHAEL KELLY TRIAD SERIES TAYLOR The Triad series is Michael MAPLE 600 SERIES Kelly’s top of the line col- With the Maple 600 lection. All four models Series, Taylor chose a MARTIN feature exotic wood, wood that wasn’t known three piece backs, a solid for its warm, rich tone GPCRSGT GUITAR URTWEGVQRƃCOGFQM and turned it into just Martin’s GPCRSGT Grand - oume sides, zero-endpin that. “Taylor Guitars Performance, 14-fret bridge, the Triad three cir- took something like cutaway model features cle inlay elements, built-in the acoustic guitar and a gloss top, Sapele back Fishman active electronics turned it on its head and sides and Fishman discretely installed within with the new Maple 600 Sonitone electronics the soundhole and two ad one of Series guitars,” said with USB. It is ditional ports on the side- VJGƂTUV)TCPF2GT- one voting retailer. “A of each model for extra maple acoustic that formance body sizes sound dispersion and sounds great!? What!?” in Martin’s Road Se- audibility to the player. The 600 Series features ries. It comes equipped {michaelkellyguitars.com} aged spruce tops that with SP Lifespan strings produce a play-in sound and a hardshell case. as well as custom- {martinguitar.com} calibrated bracing. {taylorguitars.com} 46 I MUSIC INC. I DECEMBER 2015 PRODUCT EXCELLENCE AWARDS P KALA ELITE U.S. LINE -CNCoUƂTUVTCPIGQH75OCFG ukuleles debuted this year. The line is hand built at the Kala custom shop. Thein Peta- Elite luma, California line consists of three series of instruments, all available in soprano, concert and tenor sizes for a total offering of nine models. Features include all- solid Hawaiian Koa, Honduras Mahogany neck, ebony and TQUGYQQFƂPIGTDQCTFUCPF bridges, bone nut and saddle, custom inlays and appoint- ments, engineered intonation for precise tuning, and hand- tuned tops and bracing for optimal tone and volume. {kalabrand.com} ‘TAYLOR SWIFT 1989’HAL LEONARD BOOKS “Taylor Swift 1989 sions sold the best, in and all it’s ver- a lot,” said one voting retailer.it sold This Hal Leonard title, which is available for piano, vocal and guitar, features all 13 songs from the album, including “Shake It Off” and “Out Of The Woods.” {halleonard.com} DECEMBER 2015 I MUSIC INC. I 47 PRODUCT EXCELLENCE P AWARDS D’ADDARIO NYXL STRINGS D’Addario unveiled a slew of new sets of its NYXL strings this year, and retailers are still raving about them. “This is a boutique string that built steamThe CVVJGƂTUVQHVJG[GCT and has taken off. world didn’t really - need another guitar string, but ,”we said need one ed this one voter. The NYXL strings feature a break-resis- tant, high-carbon steel core and plain steel alloy which delivers a new level{daddario.com} of power. DIGITECH TRIO The DigiTech Trio of- fers users the ability to create a band that plays along with the user. The TRIO Band Creator pedal listens to what is played and automatically gener- ates bass and drum parts that match chord progressions and rhyth- mic feel. “The pedal is great for at home ELECTRO-HARMONIX soloist who want to SILENCER jam,” said one voter. Responding to players looking to {digitech.com} control the noise of their high gain effects, EHX created The Silencer — a noise gate that can tame a single pedal or an entire effects loop.provides The Silencer’s precise- three-control layout ƂPGVWPKPIVQƂVCU[UVGOKPUVTW. A footswitch ment and playing style - selects whether the Silencer is engaged or in bypass mode; buffered bypass al lows the effects loop to remain in your signal path when the gate is bypassed. {ehx.com} 48 I MUSIC INC. I DECEMBER 2015 PRODUCT EXCELLENCE AWARDS P - LINE 6 offers .us- HELIX The Helix is equipped with Line 6’s new HX model- ing engine which uses dual-DSP processing, de- livering nuances that weren’t to user attainable interface from design tra ditional modeling. Touch-sensitive footswitches, a large color LCD and hands-free editing ers a new approach {line6.com} BOSS SY300 PEDAL The BOSS SY-300 Guitar Synthesizer is an analog- style synth designed for use with normal guitar pickups. Powered by new BOSS technology, it lets musicians play latency- free, polyphonic synth sounds with any guitar, with no special pickup needed. Users can also process their regular guitar sound to achieve an unlimited range of tones. {bossus.com} DECEMBER 2015 I MUSIC INC. I 49 PRODUCT EXCELLENCE P AWARDS KAWAI CA97, CA67 DIGITAL PIANOS Kawai’s CA97 and CA67 models offer samples of two grand pianos from Shigeru Kawai — Kawai’s line of premium acoustic instruments. These two new piano sounds join the Kawai EX Concert Grand sound that has been fea- tured in Kawai digitals for several years. The models feature the latest version of Kawai’s wooden-key action. The two models also offer several options for recording and play- ing music, including MP3 and WAV digital audio capability. {kawaius.com} CASIO CGP700 Although the CGP700 was in- troduced mid-year, it garnered a lot of at- tention from retailers. “The CGP700 hit our warehouse on Sept. 1, but it is [already] a game changer. If there’s a ƃCYYKVJVJKURTQFWEVKVOKIJVDGVJCVKVoUCNKVVNGVQQ good,” said one voting retailer. The 5.3-inch color touch- screen with a high-res display makes navigating through tones and rhythms easy. {casiomusicgear.com} AKAI PROFESSIONAL ADVANCE KEYBOARD SERIES Akai Professional’s Advance Keyboard se- ries includes the Advance 25, Advance 49, and Advance 61, which offer playability and advanced manipulation of any virtual instru- ment via an interactive, full-color display. Designed to fuse the power of software in- struments with the live playability of a key- board workstation, the series transforms computer-based plugins into a hands- on playing experience. {akaipro.com} ROLAND JD-XI SYNTHESIZER Roland’s JD-Xi is a versatile analog/digital crossover synthesizer. Equipped with 37 mini keys, the JD-Xi features a true analog synth engine along with a wide selection of Roland’s SuperNATURAL digital sounds. This afford- able instrument also comes with a variety of extras for self-contained music creation, in- cluding a gooseneck mic for using the synth’s Vocoder and AutoPitch effects. {rolandus.com} PRODUCT EXCELLENCE AWARDS P SONOR VINTAGE SERIES Sonor celebrated its 140th anniversary by bring- ing back the iconic look and sound of the time between the 1950’s and early ’70s. Similar to the original Teardrop drums, the Vintage series drums boast hand-selected German Beech shells with rounded bearing edges. Sonor has recreated the look of the 1950’s teardrop lug and updated it with Sonor’s Tunesafe tuning system. {sonorusa.com} NFUZD AUDIO NSPIRE SERIES The NSPIRE series I/O Module uses Open Architecture, enabling access to a sample library that is virtually endless, and includes BFD Eco NFUZD Edition VST software. The NSPIRE Series Advanced Drum Emulation System (A.D.E.) utilizes true WAV sample playback allowing for superior acoustic drum sound reproduction with a wide dynamic range. This technology lets drummers easily adapt the sys- VGOVQDGUVƂVVJGKTETGCVKXGPGGFUYKVJQWVVJGNKOKVUKORQUGFD[ traditional e-drum hardware and software systems. {nfuzdaudio.com} DECEMBER 2015 I MUSIC INC. I 51 PRODUCT EXCELLENCE P AWARDS FISHMAN PLATINUM PRO EQ Completely redesigned from the ground up, the all-analog Platinum YAMAHA Pro EQ and Platinum Stage universal instrument preamps deliver accurate sonic detail for any acoustic instrument. The discrete, YCL-CVR CLARINET high-headroom Class-A preamp uses precision and high-speed The Yamaha CVR clarinet offers a EKTEWKVT[HQTVJGJKIJGUVƂFGNKV[ and low distortion.^ƓVKPDQFRP` consistent quality at an affordable price — and Excellence voters agree. “Yamaha designed a high-end clarinet that you can actually make money on, and the consumer pays less than other comparable instru- ments,” said one voting retailer. The %WUVQO%84ENCTKPGVYCUURGEKƂECNN[ designed with the input of profes- sional clarinet educators. Product evaluations were held in major cities across the country. The instrument features a thick silver plating, durable leather pads and a 65mm traditional barrel shape. {usa.yamaha.com} CHAUVET D-FI USB %*#78'6oUUGTKGUQHƂZVWTGUVJCV include a standard USB connec- tion lets users wirelessly con- nect to all of them using the new D-Fi USB transceiver. It eliminates the need for any DMX cables. The USB trans- ceiver is powered directly HTQOVJGƂZVWTG75$ƂZVWTGU can be controlled using any of CHAUVET’s wire- less controllers, or from a user’s smartphone with the D-Fi Hub and FlareCON. {chauvetlighting.com} CAD SESSIONS MH510 HEADPHONES The Sessions MH510 headphones are designed for the accomplished performer. The headphones produce an articulate frequency response with extended lows, smooth mids and life-like highs. The MH510’s isolation ensures a private listening experience virtually eliminat- ing bleed into the playback environment. {cadaudio.com} 52 I MUSIC INC. I DECEMBER 2015 DECEMBER 2015 I MUSIC INC. I 53 SUPPLIER EXCELLENCE S AWARDS | BY KATIE KAILUS | THE YAMAHA DIFFERENCE With its attentive customer service and educated reps, Yamaha once again proves size doesn’t always matter hen you think of Yamaha, “boutique” Yamaha’s chief marketing director. “Yamaha wants to make ýÌÌ iwÀÃÌÜÀ`Ì >ÌViÃÌ sure candidates are viewed in a 360[-degree] type of en- mind. But, despite its size, the vironment.” manufacturing giant prides itself The other piece of the service puzzle is the close relation- on its boutique mindset — and ship Yamaha’s district managers have with headquarters. dealers approve. “The district managers travel with us,” Sumner said. “They “This is a company that could have the support they need out there. When we visit stores, easily rest on its laurels, but what we get high marks for our district managers and the sales astounds me is they behave like support. All of our folks really care about the dealers.” an underdog,” said one Excellence voter. Many Excellence voting dealers shared their positive ex- Tom Sumner, senior vice president at Yamaha, said the periences with Yamaha’s service. One voter praised their company strives for that “boutique” feel. district manager for recently going “above and beyond to W“We think of ourselves resolve an issue.” kind of as a collection of “The resolution hap- boutique companies — for ex- pened to be off the ample [we think of] band and page a little, and [he] orchestral as one group as we really went to bat for have folks that are specialists us with upper manage- in clarinets or brass,” Sum- ment,” said the voter. ner said. “We feel internally “Even though they are we are a bunch of boutiques huge, they treated this under the brand.” little guy like an impor- tant customer by making Top-Notch Reps an exception when they Sumner said the Yamaha didn’t have to.” brand itself covers all the ma- Sumner said Yama- jor aspects of the company, ha’s service is so strong such as customer service, Roger Eaton and Tom Sumner due to its employees’ which, year-in and year-out, dedication. is praised by Excellence voters. “It’s a combination of two things: Everyone here is dedicated “The attention to their dealers’ needs is never overlooked,” to it, and there’s a dedication to the dealer base,” he said. said one of this year’s voting retailers. “They have the best “There’s some paranoia that we feel we need to be better, manufacturer reps in the business.” and it’s healthy in that respect. A good chunk of us come to And that is not by happenstance. Yamaha’s sales reps work in the morning wanting to make Yamaha even better.” go through a gauntlet of interviews that can last anywhere “It’s also fundamentals,” Eaton added. “We put a lot of from two to three months. focus in the fundamentals, we return calls and return emails. “In B&O, we’d put together a team of six to seven people That makes the Yamaha difference. I think about that quite [for reps candidates to interview with],” said Roger Eaton, often; we stick to what we do well.” 54 I MUSIC INC. I DECEMBER 2015 SUPPLIER EXCELLENCE AWARDS S | BY DAVID BALL | OUT OF THE BOX Ready-to-play right away, Reverend’s unique designs are catching on s brand awareness for Reverend guitars continues to grow, the company has culti- vated its reputation among its dealer net- work by supplying unique guitar designs Tabor Stamper Tabor | BY DAVID BALL | with a good margin, plus a setup that’s ALL UNDER “top notch right out of the box,” as one retailer put it. AKen Haas, general manager of Reverend, ONE ROOF said of the margins, “We KHS provides a wide array of brands with just haven’t saturated a timely and supportive customer service the market to the point where MAP stuff starts team to become a big issue. There’s no reason to dis- count on MAP, because ollowing the acquisition of HOHNER brand products if you have the thing, Ì Ã«>ÃÌÞi>À] - >ÃÃ}wV>ÌÞVÀi>Ãi`Ì iÃâi then you’re winning.” of its product offerings — but according to the retailers Haas also recognized surveyed by Music Inc., that hasn’t slowed the company that a good margin is down one bit. not all that dealers look “We spend a tremendous amount of time making sure for when they take on Fthat every team member understands their role in creating a new line. “I think the the best possible customer experience,” said Tabor Stamper, number one reason why president of KHS. “That means that even when we face internal dealers like us is be- challenges, such as those typical of an acquisition this size, cause the guitars are 100 we try our very best to prevent those internal challenges from percent ready to play affecting our customers.” right out of the box. With a customer service team that’s “quick to communicate “We go Ken Haas >`>Ì>> } ÃÌ>`>À`vw}>`à «iÌ]»Ì½Ãi>ÃÞ through every- to see why dealers go to KHS as a one-stop-shop for multiple thing,” Haas continued. “It’s a very thorough pro- lines of instruments and accessories. cess. We take something that could be considered “Between the HOHNER brand products, Hercules Stands, a commodity and turn it into an instrument in our Sonor, Lanikai and Kohala Ukuleles, and the several accesso- shop. If there’s a problem, then we handle it.” ries brands we distribute, we are now a source for retailers in One retailer noted that Reverend’s sales man- well over 20 major product categories,” said Mike Robinson, ager, Zak Ward, has been particularly help- vice president of marketing. “Even better, several of those ful, “friendly, knowledgable and prompt.” categories are highly complementary to each other and to “Zak worked in an independent retail environ- different retail business models.” ment for years,” Haas said. “So, he’s very comfort- And, as another retailer pointed out, KHS makes sure it able with what guys are going through in their stores. takes care of the “exceptions to the rule.” [We] pride ourselves on not only selling the dealer “Whenever possible, we make the effort to adapt how we guitars, but then trying to teach the dealer how to operate to the retailer’s business model, rather than force them ÃiÌ i}ÕÌ>ÀÃpÜ >ÌÌ iwiÀ«ÌÃv,iÛiÀi` to adapt to ours,” said Andy Strayer, vice president of sales. guitars are and things they can use to sell them.” DECEMBER 2015 I MUSIC INC. I 55 SUPPLIER EXCELLENCE S AWARDS | BY DAVID BALL | AN EASY CHOICE With top tier customer service and top-of-the-line product offerings, Taylor takes the worry out of choosing which acoustics to stock hen Music Inc. surveyed re- Ì>iÀÃÌw`ÕÌÜ V ÃÕ«- pliers to feature as this year’s Excellence Award winners, it didn’t take long for Taylor’s name to to come up. This shouldn’t come as much of a surprise, in light of the fact that Taylor’s master Andy Powers guitar builder Andy Powers considers maintaining the company’s relationship with dealers as essential to the operation as assembling the guitars themselves. “I Wview our dealers as part of the guitar-making process,” L>À}>«ÀiVÌÌ«À«>}>ÌiÃÌÀÕiÌëiVwV>«iÌÀiiÃ]» Powers said. “They’re the ones who are actually taking Powers continued. “So, in a way it will become ‘farm to table’ guitar the guitar out of my hands, putting it into the hands of making, where you’ve got maple trees grown in the domestic United >ÕÃV>Ü w>Þ}ÛiÃÌ >ÌÃÌÀÕiÌÌÃÛVi°» -Ì>ÌiÃëiVwV>ÞÌLiÕÃi`vÀ}ÕÌ>ÀÃ>}iiÀ>ÌÀÌܽÃÌi°» And when it comes to those instruments, retailers Taylor’s commitment to responsible forest management extends have been equally pleased with low- to high-end lines beyond maple to its exotic hardwoods, like Koa, as well. “We’ve started — from the GS Mini Koa, to the 200 Deluxe series, to ÕÀÜV«>Þ]ëiVwV>Þ«ÕÀÃÕ} >pÌ}ÀÜ]«À«>}>Ìi>` the new additions in the 600 series. do responsible forest management of our own Koa forests in Hawaii. “This year we’ve been building a lot of maple gui- We’re becoming more vertically integrated that way so that we can tars,” Powers said of the 600 series. “I think that was be even better stewards of the resources that are entrusted to us.” such a surprise for a lot of dealers, [but] these guitars had a real personality and a real voice to them that Educating Consumers gave them a more broadly appealing type of sound With a diverse product offering, Taylor has reached out not only for a lot of players. The dynamics are musically useful.” to dealers, but to potential buyers as well, visiting stores to inform consumers about Taylor products through its Taylor Road Shows. Resource Responsible “The Taylor Road Show allows music-makers to congregate in When asked about the choice to begin working more [the dealer’s] store and have an evening of guitar knowledge,” with maple, Powers said, “[It’s] so closely tied in with said Monte Montefusco, Taylor’s director of sales. “The brand what we’re trying to accomplish with more sustainable is able to bring people into a location that they’re not familiar wood sourcing and keeping an eye towards the future.” with, and maybe the store gets to earn a new customer from “One of our close friends and wood suppliers is em- that evening.” 56 I MUSIC INC. I DECEMBER 2015 SUPPLIER EXCELLENCE AWARDS S | BY ED ENRIGHT | PERPETUAL INNOVATORS As Kawai continues to pioneer new lines, it maintains its focus on dealer support awai has a decades- Those lines include the luxury Shigeru described as “one of long track record of Kawai Concert Series (debuted in 2012), the highlights of our being a technologi- the GX Performance Series grands (2013), year.” cally advanced, for- the K Series professional uprights (2014) “The Kawai Key- ward-thinking com- and the GL Series of value-priced profes- board Academy pany that holds an sional grands (2015). is one of the best esteemed position “In an industry known for glacier-like ways we can serve in the piano market. progress, we feel like we’re moving at 60 our dealers,” he said. Brian Chung That reputation is miles per hour,” Chung said. “We’ve trained over largely sustained by Kawai’s commitment The same is true for the company’s 1,000 salespeople from 17 countries since to continually improve the designs of its digital pianos, which are regularly up- 2000. Our goal is bigger than just dispensing pianos, digital pianos and stage pianos. graded and improved to keep up with product knowledge. We strive to help our K“We’re perpetual innovators, always player demands and advancing technology. partners become more successful — both trying to build a better instrument,” said personally and professionally. The program Brian Chung, senior vice president of Kawai Dealer Support LÕ`ÃVw`iVi>}Ì i«>ÀÌV«>Ìà America. “Most people think the piano Kawai is known throughout the industry pVw`iViÕÀLÀ>`]Vw`iVi industry putts along at a snail’s pace. But for treating its dealers like true business Ì iÀÜÃi}ÃÃ>`Vw`iVi we’ve launched four new lines of acoustic partners. One way the company provides their ability to communicate with the kind of pianos in the past four years — that’s got valuable support is through its annual Kawai conviction and nuance that leads to a sale to be some kind of record.” Keyboard Academy event — which Chung and provides real value to retail customers.” | BY BAXTER BARROWCLIFF | The Music Link builds strong relationships with GOOD RELATIONS its core dealers leading to new business said the company strives to meet this same customers [from] our customer goal on a daily basis and, as a result, ÃÌvÀÌ iwÀÃÌviÜ`>ÞÃÜ iÜi has an “incredibly high retention rate” opened up, and I was making cold with its core dealers — from mom calls. I think that’s a big deal.” and pops and larger chains. Patrino Patrino’s style of business re- said that maintaining good relations is bukes others methods of constantly something The Music Link has focused looking for new customers to do on since it began in 1997. This is also business with. Patrino said invest- one of the aspects voters touched on ing deeper with its current clientele Steve Patrino in this year’s Excellence Awards voting brings new business in on its own. with comments like, “great service” “What’s actually more impor- uilding a good reputa- and “nice people to work with.” tant for me is selling deeper into tion amongst its dealer “It’s trust, and trust is very dif- existing customers,” Patrino said. base is goal No. 1 for wVÕÌ]»*>ÌÀÃ>`°º"ViÞÕ}iÌ “Because if that formula works, Hayward, California- it, it’s very important that you keep new customers will come to you. If based The Music Link. it because once you lose it, you that formula doesn’t work, you’re BSteve Patrino, owner and president, never get it back. I still have the forced to get new customers.” DECEMBER 2015 I MUSIC INC. I 57 SUPPLIER EXCELLENCE S AWARDS worthy: D’Addario’s Chris Scialfa reports a 100-percent increase in Reserve reed sales during the program’s last year, with local sales in states with clinicians increasing by a stunning 800 percent within the same timeframe. And that’s just the beginning. Since 2011, the program has grown to include 28 clinicians in 20 states across the United States, with each artist sched- uling four appointments per month at institutions ranging from elementary schools to universities, and local retail- ers to pro-repair shops. Regardless of the location, McKeon said, the program makes a point of clearly answering the question, “What’s in it for me?” for every single participant. Kristen McKeon and Josh Redman Local retailers are looped into all Reserve Method clinics, for example, and artists are trained to execute sales on their behalf via mobile technologies GRASSROOTS | BY MICHAEL GALLANT | like Square. “It’s very important that we insure that we are driving sales to members of each community we’re working in,” McKeon PROMOTION Ã>`° º/ i wÀÃÌ µÕiÃÌ Üi ÌÀ> ÕÀ D’Addario’s innovative Reserve Method Program artists to ask anyone they’re connecting with is where they shop. If the answer connects its artists with its dealers and institutions isn’t someone in the community, we make sure that the audience knows that this program happens in partnership with local retailers. We always want to bring sales hen it came “The Reserve Method Program is a and educational opportunities to them.” to spread- tactile marketing initiative that unites Audience members at the artists’ pre- ing the word high-level performing artists and teachers sentations can expect to see and sample about the with students, institutions, and com- D’Addario products, while also learning D’Addario munity retailers,” said Kristen McKeon, about topics relevant to their musical line of wood- who co-manages the program with Josh needs and interests — classical, jazz or wind reeds Redman. “It’s not that common for stu- beyond. But the educational aspect of the and mouth- dents, teachers and institutions to con- program isn’t limited to students alone. pieces, the nect with someone working on behalf “It’s important for us to provide op- Excellence winner took a unique ap- of a manufacturer, so it’s an opportunity portunities for our artists themselves to proach: Introducing the products to the we’re happy to make possible.” develop entrepreneurial and communica- music community from the ground up. Especially with woodwind players, tion skills,” McKeon said. “Most of the WD’Addario’s Reserve Method Program McKeon continues, technical and gear- artists that we have teaching are high- began as a prototype in 2011, when one based education can easily be over- level, conservatory-trained musicians. At professional musician in Texas was se- whelming. least ten of them have doctorates. But lected to help promote Reserve clarinet “We’ve trained our Reserve Method they might not have had an opportunity mouthpieces. Dubbed Reserve Method Artists to administer equipment-testing to learn in the music business arena or to Artists, these brand ambassadors visit best practices and help students match understand how things work in the sales local schools, giving educational clinics the right products to their own art,” world, so we try to give them experiences and product demonstrations. she said. The results have been note- from which they can grow and learn.” 58 I MUSIC INC. I DECEMBER 2015 SUPPLIER EXCELLENCE AWARDS S | BY MICHAEL GALLANT | WHITE HAT PHILOSOPHY St. Louis Music soars by putting the FGCNGTƂTUV Jeremy Payne Jeremy | BY BAXTER t every St. Louis Music meeting, President, BARROWCLIFF | CEO and owner Mark Ragin reminds his THE PROBLEM employees that “we are the company that wears the white hat. Everything we do has to be based on that. If dealers feel comfortable and know that we are in their corner, that’s the big thing.” SOLVERS ASt. Louis Music’s dealer-centric culture has resonated The Music People strives to develop throughout the MI industry, earning the company widespread products that solve musicians’ problems loyalty. “The staff from top to bottom take an active interest in my business and my success,” wrote one Excellence voter. Voters also praised St. Louis Music’s selection, pricing, programs, >`wÀ>ÌipÌ i>ÌÌiÀv he Music People is more than just a musicial ac- which has been increased by cessory manufacturer. It’s a problem solver. For 35 the company by roughly one years, the company has been solving musicians’ third in the last six months. problems — starting from day one when President Also mentioned was St. Louis Jim Hennessy had the idea to build a guitar rack to Music’s focus on the school hold upwards of three or four instruments. Failing to convince band, orchestra, and overall This then boss Charlie Kaman on the idea, Hennessy ventured educational market. out on his own and started his own company. “Education has always “Because that is how the company was started, that’s how been the backbone of we continue [today],” said Jeremy Payne, brand director and our company and will national accounts manager. “That’s how we approach new always be a major part products. ‘How can we solve the problems or make performing of what we do,” Ragin more convenient or more enjoyable for musicians?’” said. “We’ve dramatically And retailers appreciate the company’s ingenuity. One retail Mark Ragin increased our stock levels voter lauded The Music People saying, “Some of their products in all aspects and have solve musician problems that have always been there, some expanded our focus on combo and percussion products.” we didn’t even know we had. This allows us to be relevant in iÞÌii«}Ì iVÕÃÌiÀwÀÃÌpL>`«À`- the eyes of the consumer, literally making their lives easier ucts and beyond — is a team of dedicated veterans. and the music making more productive.” “If you could take a tour of our company, we’d start with This forward-thinking mindset has allowed The Music People Linda in billing who’s been here for 42 years,” Ragin said. Ì}ÀÜÃâi>`«ÀwÌ>LÌÞ>}Ã`iÌÃi`iÃÃ>ÀÀ>Þv “Then in the violin shop, the person in charge has been problem-solving products. there over 40 years. In the guitar shop, too, there are three “I’m not sure if we’ve ever had a year where we didn’t guys who we’ve had for over 40 years. The list goes on.” grow as a company,” Payne said. “Certainly not in the past Ragin said part of that is due to the fact that St. Louis decade. So, every year we’ve seen growth. We talk about the Music is a close-knit company with an open door policy. future of the company and how we’re going to make that leap “Anybody can see me any time and dealers can always from being a $42–43 million company to be a $55–60 million call me directly if there are any problems,” Ragin said. onwards and really working our way up in the industry.” ºÌ½Ã>ÃiÀÛVivii«}Ì iVÕÃÌiÀV}wÀÃÌ°» DECEMBER 2015 I MUSIC INC. I 59 SUPPLIER EXCELLENCE S AWARDS | BY JOHN JANOWIAK | STORIED SUPPLIER Manufacturing stateside and indentifying areas for improvement have helped Conn-Selmer manage to grow above industry growth or B&O retailers, Conn-Selmer seems to be hitting all the right notes lately. “Although they have been a leader for decades in the school music business, they have rededicated themselves to an outreach program for band and orchestra directors that is unsurpassed, led by Dr. Tim Lautzenheiser and the Music From left: Conn-Selmer’s Jeff Miller, Bobbi Imel, Dr. Tim Education division,” said one retailer Lautzenheiser, John Stoner, Judy Minik and Markus Theinert. in nominating the company for a Supplier Excellence award. “Conn-Selmer Institute, VIP Days, and a host of other programs have provided some new perspectives identify areas for improvement. Fon the educator-retailer-manufacturer partnerships.” “And so we focused our resources on improving the service Retailers also praised the company for having great and the quality, which I think the dealers have recognized,” Stoner wÀ>ÌiÃ]v>ÀVÕÃÌiÀ«ÀÌiVÌ«À>VÌViÃ>`>iÛi said. “When the business picked up again, we were in a much handed MAP policy that lets independent dealers sell at LiÌÌiÀ«ÃÌvÀ>ivwViVÞ>`VÃÌÃÌ>`«ÌLiV>ÕÃiÜi >v>À`ÃVÕÌÜ iÃÌ>}> i>Ì Þ«ÀwÌ° ÃÌv made those improvements. And we haven’t looked back since.” all, they praised Conn-Selmer’s broad range of student For the past several years, the company has grown above industry and professional instruments, about 75 percent of which growth both internationally and domestically, Stoner said. In the are still made in the United States. Ever since 2003, when past year alone, it has added a host of new skill sets and talents Steinway Musical Instruments acquired United Musical to the organization. It hired Markus Theinert as vice president of Instruments and merged it with Selmer, the company marketing and Jeff Miller as vice president of operations. It added has held sway as, by far, the largest manufacturer of category managers in low brass and accessories, and it enhanced band and orchestra instruments in the nation. the Division of Education with several new employees. John Stoner became president 13 years ago and served Dr. Lautzenheiser, the company’s vice president of education, at the helm during the merger and through the recession continues to seed the market. Heading up the Conn-Selmer In- that struck the industry soon after. Although he and his stitute, he equips music educators with the resources they need team considered manufacturing products overseas to to build and sustain thriving music education programs. This year cut costs, they ultimately decided to keep their opera- the institute had 350 attendees — the maximum the facility would tions in the United States. “We think it differentiates us hold — with a waiting list of 20 more. from a lot of other manufacturers,” Stoner said. “We Programs like this aim to strengthen the foundation of the entire iÜÜiÜiÀi«ÀÛ}Ì iivwViViÃÕÀ«>ÌÃ] industry, Stoner said. “And if we continue to do that well, the dealer >`ÜiÜiÀiVw`iÌÜiVÕ`VÌÕiÌ >ÌÌÀi`° LiiwÌÃvÀÌ]>`>Ì i>Õv>VÌÕÀiÀÃÜLiiwÌvÀÌ°» Our entire team is proud to be a U.S. manufacturer.” The merged company has come a long way in 13 years, and the future looks promising. “Through a lot of hard work by a lot Above & Beyond Growth of people, we’re going to utilize the strength of our brands, our When the economy slowed down, Conn-Selmer saw U.S. manufacturing, and our division of education to grow par- it as an opportunity to take a good look at itself and ticipation in instrumental music.” 60 I MUSIC INC. I DECEMBER 2015 DECEMBER 2015 I MUSIC INC. I 61 FROM THE TOP INTERVIEWED BY MICHAEL GALLANT MARK TERRY I JAM US MUSIC GROUP HOW DO YOU START YOUR DAY? oldest guitar brand in the United States, and it’s roots are Every morning I have a ritual of checking the news from in the blues scene in Chicago, which is where I was born. all the places where I have lived. It takes a little time, as It’s very romantic to me, and I’m just enamored with it. the list includes Chicago, Philadelphia, New York, Los An- geles, Vermont, Montana, and London, but now with the HOW DID YOU GET INTO THE MI WORLD? apps on my phone, I can get it done rather quickly. After I started as a recording engineer in New York City. that, I feel ready to take on the world. One night, at 2 a.m. at the end of an 18-hour work day, I looked around and realized that I was the lowest paid WHAT ABOUT ONCE YOU’RE IN THE OFFICE? guy in the room. I said to myself, “I bet whoever sells this I always check my numbers first. I watch key business equipment makes a lot of money,” and the next thing you metrics like a hawk — sales, inventory levels, fill rates, know, I’m selling mixing consoles and studio equipment things like that. So many decisions every day depend on throughout the Northeast. It was a great, heady time in those numbers, and it’s crucial to stay on top of your busi- the late 1970s and early ’80s. ness. You can’t check that information every few days and I remember the time that I was in the Hit Factory and expect to be successful. met John Lennon when he was working on his last album. I had just sold [the Hit Factory] a Q-Lock synchronize to CAN YOU DESCRIBE YOUR MANAGEMENT STYLE? sync two 24 track tape machines together. That was my It’s very open. I’m a big believer in real leadership, as life, and I enjoyed it a great deal. opposed to just management. I find the right people for the job and let them do their thing — I like to say that I HAS YOUR BACKGROUND AS AN ENGINEER give them running lanes to work in. One of the keys to AND SALESMAN HELPED YOU AS AN EXECUTIVE? my personal success is that I hire people who are smarter Spending my whole professional life with musicians than I am and are very good in particular areas, and I and understanding the musician mentality gives me a try to keep them focused in those areas and get out of valuable view of the marketplace. their way. At the same time, I’ve held executive positions in some extremely large Fortune 500 and New York Stock Ex- WHAT’S ONE OF THE CHALLENGES YOU HAVE TO change companies. I was a senior VP at Fender, which is DEAL WITH WHEN MANAGING LIKE THAT? owned by a private equity firm — so I know how big and One of the biggest challenges in business, in general, small businesses work, and how musicians think. That tri- is maintaining focus, so if an employee of mine has a par- angulation puts me in the right seat to be running a great ticular expertise in product management and the skill set company like this one. to excel in that that area, I let him or her make all of the decisions. I don’t step in and say what color the speakers WHAT’S ONE OF YOUR FAVORITE THINGS ABOUT should be or how it should be built. So, expertise is impor- YOUR JOB? tant, too. I make sure that guitar people are developing When I can see the light click on with employees. When guitars, and drum people are developing drums. I know that they see the mission ahead, have the vision to accomplish it and see them start running up the hill to- ARE THERE ANY PRODUCTS THAT YOU WORK wards it. That’s when you know you’re doing well. Getting WITH THAT YOU’RE PARTICULARLY FOND OF? everybody on the same page and focused on the same Probably Washburn guitars. I can’t play for a damn, collective goal is so important, and I’ve worked in some but I love the craftsmanship. I’m a bit of a wood smith very big corporations that waste so much time squabbling myself — not a luthier, but a furniture maker — and the with one another. I’ve always said that, when a company craftsmanship that goes into those guitars is amazing. I starts spending more time focused within its four walls than also just love the story behind Washburn. It’s the second outside its four walls, the company is in trouble. 62 I MUSIC INC. I DECEMBER 2015 THE DETAILS MARK TERRY, CEO HQ: Bloomfield, Connecticut Founded: 1966 Best selling product: Washburn Guitars Fun Fact: For 21 years and counting, Terry has joined luminaries and leaders from top MI companies for an annual catch-and-release fly fishing trip. “It’s quite a tight little group, and we’re all really good friends,” he said. “Fishing can be just like golf, in that it’s a great excuse to spend time bonding with great people.” DECEMBER 2015 I MUSIC INC. I 63 FROM THE TOP MARK TERRY I KMC MUSIC HOW SO? so to speak. I call that principle hiring the person, not the I can’t tell you how many companies there are that paper. spend all of their energy inside the building — in con- ference rooms and meetings — fighting with each other HOW DO YOU PUT THAT PRINCIPLE INTO instead of focusing on customers and the marketplace. If, PRACTICE? as the leader of a company, you can give your team the If I interview someone and feel good about them, it usu- mission and vision of what needs to happen and let them ally works out. If I interview a candidate and am worried, go to take care of their customers and products, then you but hire him or her anyway because the background is can see amazing results and it’s incredibly rewarding. It’s right, it usually backfires. It’s a matter of skill versus ex- funny — I look at all of the great accomplishments in my perience. Our industry is full of very experienced and career and they’ve all been done by other people. I put knowledgeable people who, unfortunately, can’t get the them in the right position, gave them the right challenges, job done. At the end of the day, getting the job done is and they made things happen. I’m thrilled by that. what counts. YOU LEAD NOT ONLY KMC, BUT ALSO DAVITT GIVEN YOUR YEARS IN THE INDUSTRY, ANY AND HANSER AND US MUSIC. HOW DO YOU PREDICTIONS FOR THE FUTURE? KEEP THE BUSINESSES WORKING TOGETHER This industry has been around for thousands of years AND NOT GETTING IN EACH OTHERS’ WAY? and will be around for thousands more, since it’s not the Keeping these companies strategically aligned and dif- sort of business where Samsung will come out with a new ferentiated is a big part of my chip tomorrow, and we’ll all sud- role. Dealers should have rea- denly be obsolete. As long as sons to go to both KMC and Da- ‘I’VE ALWAYS SAID THAT WHEN there have been human beings making and enjoying music, vitt and Hanser, for example. Or, A COMPANY STARTS SPENDING if they only want to go to one, there has been a need for musi- they need to be able to get the MORE TIME FOCUSED WITHIN cal instruments. It’s fundamental service they need from that com- to our DNA and what changes pany. If we sold exactly the same ITS FOUR WALLS THAN OUSIDE over time is simply the instrument thing with both companies in the and the channel. Accordion used same way, the companies would ITS FOUR WALLS, THE to be the biggest seller in the United States and, at one point, cannibalize each other. COMPANY IS IN One way that we go to mar- it was the harpsichord. Now it’s ket differently is that KMC has a TROUBLE.’ acoustic guitar. Next year, who dedicated field sales force while knows? Davitt & Hanser uses indepen- dent sales reps. And both companies’ sales people have WHAT ABOUT THE CHANNEL CHANGING? lots of personal relationships. Many have been with the There have been fears that catalog sales would put the companies for decades and go way back with the deal- whole industry out of business, then it was chain stores, ers that they work with. They’ve built a great bond and then the Internet, and then Amazon. The reality is that that trust is important. there will always be a demand for products that make music. If you look at the history of the industry on a reve- HOW DO YOU APPROACH FINDING AND nue basis, the ups and downs are minor compared to any RETAINING THOSE RIGHT PEOPLE THAT WILL STAY other business you can think of, which makes it a great WITH THE COMPANY FOR DECADES? industry. One key to survival is being able to adapt to the It’s always a challenge. My mantra is that experience change from brick and mortar to Internet sales — and, and knowledge do not always equal competency. A lot as we’re starting to see now, back to brick and mortar. of people make a mistake in business where they assume The people that can adapt to those changes are the ones that, just because this guy has been around forever and who will succeed. knows about products, that he will be good at the job you’re trying to fill, whether it’s a sales position, product IF NOT MUSIC, WHAT WOULD YOU BE DOING? manager, whatever. You have to look for real competency I would probably be a professional fishing guide. and not just the fact that someone has done it all before, [Laughs.] 64 I MUSIC INC. I DECEMBER 2015 DECEMBER 2015 I MUSIC INC. I 65 66 I MUSIC INC. I DECEMBER 2015 BREEDLOVE OREGON SERIES Breedlove has released special limited edition parlor- and concert- sized models of it Oregon series, crafted with a Myrtlewood top, as well as Myrtlewood back and sides. Myrtlewood is a visually stunning, versatile tonewood, which combines the best aspects of rosewood and maple to give the guitar accentuated clarity in the high notes as well as dynamic presence in the low end. {breedloveguitars.com} InsideGEAR > > Guitars, Amps & Accessories | P. 69 Ibanez releases fanned fret bass models > Audio & Recording | P. 72 M-Audio debuts mini converter > Drums & Percussion | P. 75 Pearl introduces new Crystal Beat colors > Band & Orchestra | P. 76 Palatino unveils new violin kit > Pianos & Keyboards | P. 77 Roli launches Seaboard RISE > DJ & Lighting | P. 78 CHAUVET’s new scanner intimidates audiences GUILD D-120 IBANEZ A member of the West- SRFF805, SRFF806 erly collection, which is Ibanez has unveiled LUCERO inspired by the golden Lucero has introducedLC 150 P[ZÄ]LHUKZP_Z[YPUN fanned fret bass models era of Guild acoustic the LC 150 series of guitar-making, Guild’s classical guitars, which PUH>HSU\[-SH[ÄUPZO D-120 features a solid combine striped sapele Both models feature mahogany top with solid an Ash body attached mahogany back and mahogany back and sides with select, solid [VHÄ]LWPLJL1H[VIH sides, available in a spruce tops. They also Bubinga SR neck with natural or Cherry red feature multi-ply real a rosewood fretboard. wood binding, a three- The Mono-Rail V bridge ÄUPZO;OPZM\SSIVKPLK ply rear marquetry strip, dreadnought provides system has been guitarists with a clas- plus custom rosette developed to match and gold hardware for a a fan-fret instrument, sic acoustic sound and balanced voicing, special aesthetic touch. allowing independent and includes a light positioning of each - {luceroguitars.com} weight Guild case. string’s bridge piece {guildguitars.com} to provide superior vibration transference. {ibanez.co.jp} 68 I MUSIC INC. I DECEMBER 2015 KORG GA CUSTOM Korg’s GA Custom packs high-end functionality into a convenient and portable package. The GA Custom features a 3D visual meter with three types of display modes to deliver visibility and preci- ZPVUPUW\[V\[W\[QHJRZWS\Z a built-in high-sensitivity mic that allows for tuning not only acoustic guitar but also wind and string instruments, as well as keyboards. {korg.com} KALA BUBINGA U-BASS Kala has debuted the Bubinga U-BASS, featuring a 21-inch scale and strung with Kala’s Road Toad Pahoe- hoe strings, plus a specially designed Shadow Active Pickup System with EQ and tuner. The Bubinga U-BASS sports distinctive grain pat- terns of Bubinga wood on the top, back and sides and JVTLZ^P[OHJ\Z[VTÄ[[LK padded logo gig bag. {kalabrand.com} DECEMBER 2015 I MUSIC INC. I 69 BOSS DD-500 BOSS has debuted the DD-500, a versatile digital delay pedal, featuring 12 distinctive delay modes along with deep editing controls, a graphic display, patch memories and MIDI. 7S\Z[OL=PU[HNL+PNP[HSTVKLVɈLYZ)6::»Z ÄYZ[LT\SH[PVUZVMJSHZZPJZV\UKZMYVT[OL 1980s, including the SDE-2000 and SDE-3000 rack units from Roland and the BOSS DD-2. {bossus.com} GHS AMERICAN SERIES ROTOSOUND GHS has launched the Americana series of special- CARE PRODUCTS ized guitar strings, developed for a wide range of Rotosound has released a PUZ[Y\TLU[ZPUJS\KPUNHJV\Z[PJN\P[HYZIHUQVZ range of quality care prod- mandolins, pedal steel guitars and resonator gui- ucts including guitar polish, tars, drawing on input from their artist family to string lube and lemon oil. KLÄULWYLMLYYLKNH\NLZPaLZ(SS(TLYPJHUZLYPLZ The guitar polish’s cleaning Z[YPUNZMLH[\YLJY`VNLUPJ[YLH[TLU[[VL_[LUKZ[YPUN HJ[PVUYLK\JLZÄUNLYWYPU[- life and tone, plus GHS’ NitroPack packaging. ing, streaking, dust and {ghsstrings.com} grime in seconds, restor- ing an instrument’s shine and luster. The silicon- based string lube aids friction reduction as well as helps to prolong string life and the brightness of the string tone, while the lemon oil is a natural conditioner that will keep the fretboard looking fresh. {rotosound.com} SOLODALLAS THE SCHAFFER REPLICA Modeled after the original :JOHɈLY=LNH+P]LYZP[`:`Z- tem (the wireless transmitter used by guitarists like Angus Young and Eddie Van Halen in the late 1970s and early » Z:VSV+HSSHZ»:JOHɈLY Replica has been designed to boost low-mid range frequencies, as well as “compand” (compress then L_WHUK[OLZPNUHSLUOHUJ- ing the instrument’s tone. {solodallas.com} 70 I MUSIC INC. I DECEMBER 2015 MOD KITS DIY RING RESONATOR DELUXE FENDER 46+2P[Z+0@»Z9PUN9LZVUH[VY+LS\_L ACOUSTIC SFX JVU[HPUZ[OLVJ[H]L\WM\aaLɈLJ[VM Fender’s Acoustic SFX the original Ring Resonator with added features smooth bent LED, push-push output pot and mini- plywood construction, toggle switch. With the push-push designed to enhance the V\[W\[WV[KV^U[OLVJ[H]L\WLɈLJ[ V\[^HYKWYVQLJ[PVUVM is removed and fuzz-only is achieved. the guitar’s tone. With In the fuzz-only mode of operation, the a lightweight design, toggle switch lets users switch be- WVY[HIPSP[`HUKYVVTÄSSPUN tween dark fuzz and bright fuzz tones. :[LYLV-PLSK,_WHUZPVU {modkitsdiy.com} technology, the SFX is the ideal solution for the acoustic player looking for a grab-and-go rig for small venues. The amp imparts dynamic life to the onboard hall reverb, echo, delay, chorus and =PIYH[VULLɈLJ[ZI` moving them around the listening area to create a multidimensional sound. {fender.com} DECEMBER 2015 I MUSIC INC. I 71 AUDIO & RECORDING AUDIO-TECHNICA BP40 Audio-Technica has released its BP40 large-diaphragm broadcast micro- phone, a dynamic vocal microphone with rich, clear condenser-like sound for a variety of applications, including radio, overdubs, post production and podcasting. The mic’s hypercardioid polar pattern provides isolation of the KLZPYLKZV\UKZV\YJLHUKTH_PT\T VɈH_PZYLQLJ[PVU^OLU^VYRPUNPU close production environments. {audio-technica.com} M-AUDIO MICRO DAC M-Audio’s Micro DAC is a USB digital-to-analog converter with two outputs, one analog and one digital. The Micro DAC is ideal for convert- ing the audio from a computer into a high-quality analog format without needing to carry anything larger than HÅHZOKYP]LHUKKLSP]LYZHTHYRLK upgrade in sound quality, compared [VQ\Z[WS\NNPUNOLHKWOVULZKPYLJ[S` PU[V[OL\UP[»ZOLHKWOVULQHJR {m-audio.com} VOCOPRO SILENTPA VocoPro has debuted the SilentPA, ^OPJOMLH[\YLZ LHZPS`HKQ\Z[HISL channels allowing up to 16 transmit- ters to broadcast (each on a unique frequency) to an unlimited number of receivers. For anyone who needs sound reinforcement in loud environ- ments and without disturbing others, the SilentPA lets listeners tune to the program they wish to hear. {vocopro.com} 72 I MUSIC INC. I DECEMBER 2015 ANTELOPE R4S ;OL(U[LSVWL9:YLTV[LJVU[YVSPZHÅL_- ible, USB-powered companion to the Satori monitoring controller. The R4S puts all the functionality of the Satori monitor controller at [OL\ZLY»ZÄUNLY[PWZTHRPUNP[LHZ`[VHJJLZZ source and speaker section, volume level, Z\TTPUNZ[LYLVLɈLJ[ZHUKL]LU[HSRIHJR;OL R4S has a small footprint and ergonomic design, ^OPJOTHRLZP[LHZ`[VÄ[PUSPTP[LKKLZRZWHJL DANGEROUS MUSIC {antelopeaudio.com} CONVERT-2 & -8 Dangerous Music has launched the CONVERT-2 and CONVERT-8 two-channel and eight-channel reference digital-to-analog convert- ers. CONVERT one-space rack units support all stan- dard sample rates up to 192k, with inputs for AES, SPDIF, ADAT, Optical SPDIF and USB. Todd Whitelock, Audio Engi- neer for Chick Corea and Wynton Marsalis says of the CONVERT-8, “It was the clearest, most detailed Z[LYLVÄLSK0»]LL]LYTP_LKPU¹ {dangerousmusic.com} SONICSMITHS THE FOUNDRY Sonicsmiths’s The Foundry is a sound creation tool for composers and designers that lets users quickly produce original sounds. The Foundry draws from over 18,000 samples, allowing for a plethora of ways to manipulate and combine ZV\UKZI`ZLSLJ[PUNHKQLJ- tives that describe the ideal sound, selected from groups ranging from non-pitched and WP[JOLK[VZPTWSLHUKJVTWSL_ {sonicsmiths.com} LD SYSTEMS MAUI 5 Providing both sound reinforcement and monitoring from a single system, LD Systems’ MAUI 5 sports 800 watts of peak power, yet weighs in under 25 pounds. The ported 8-inch subwoofer and three-piece column P.A. boasts L_[YH^PKLKPZWLYZPVUL_[LUKLK]LY[P- cal directivity and superior feedback resistance while custom multipin connectors facilitate fast, cableless assembly. The MAUI 5 incorporates HMV\YJOHUULSTP_LY^P[O3+:`Z- tems’ LECC digital processing. {ldsystems.com} DECEMBER 2015 I MUSIC INC. I 73 ZILDJIAN K CUSTOM 19- & 20-INCH APSKQPHUOHZ\U]LPSLK[^VUL^ additions to its K Custom Dark Crash line with the 19-inch and 20-inch diameters. These larger sizes provide a warm, rich sound that cuts through and sings out, allowing for more volume with slightly more sustain. The larger 19-inch and 20-inch diameters also feature a large bell that is designed to provide more volume and cut. {zildjian.com} BIG BANG DISTRIBUTION SWITCH KICK The Switch Kick quick release bass drum beater system by AHEAD features a solid billet aluminum ¸ÅVH[PUN[\IL¹HUKHOPNOZ[YLUN[O[LTWLYLKZ[HPU- less steel “adapter shaft” that work together to help drummers switch out beaters with one hand and no additional tools. Switch Kick is compatible with both single and double bass drum pedals, and HSSV^ZV]LYKPɈLYLU[[`WLZVMILH[LYZPUJS\KPUN Boom Kick, Sonic Kick, Brush Kick and Felt Kick. {bigbangdist.com} HAL LEONARD JAZZ DRUMMING Jazz Drumming is part of the Essential Concepts series from Musicians Institute Press and is designed to help [VKH`»ZYVJRWVWHUK9 )KY\TTLYSLHYU[OLQHaaPKPVT X\PJRS`HUKLɉJPLU[S`0[PZHUPUJS\ZP]LPUKLW[OZ[\K` of how to authentically perform alongside a rhythm sec- [PVU^P[OPUQHaa»ZWVW\SHYZ[`SLZHUKMVYTZ;OLWHJR- age includes a set of detailed charts, and each com- position focuses on a particular musical form, drum set sound, solo concept and comping approach. {halleonard.com} PEARL CRYSTAL BEAT Pearl has introduced ad- KP[PVUHSÄUPZOVW[PVUZ[VP[Z crystal beat line of drum sets, including Frost Acrylic and Tangerine Glass. The Crystal Beat series feature seamless construction that is molded (not rolled), creating a strong acrylic drum set that can stand up to the rigors of touring. {pearldrum.com} VIC FIRTH STEVE GADD WIRE BRUSH Vic Firth’s Steve Gadd Wire )Y\ZOOHZYLÄULK[OL^PYLIY\ZO design with a new angle that lets the wire better glide across the drumhead, providing a smoother sweep and a velvet swish. Ad- ditionally, the retractable pull-rod now includes a third crimp that VɈLYZ[OLWSH`LYHULUOHUJLK setting capability. Plus, the brushes are labeled with the special commemorative 70th birthday logo. MSRP: $40.15. {vicfirth.com} DECEMBER 2015 I MUSIC INC. I 75 PALATINO GENOA VIOLIN KIT Palatino has debuted the Ge- noa violin kit, which includes the Genoa violin, assembled with a hand-carved spruce [VWHUKOHUKJHY]LKÄN\YLK maple back and sides. The strong, high-density ebony ÄUNLYIVHYKPZJVTMVY[HISL free from buzz, and won’t wear down over time. Also included is the Palatino octagonal stick IV_M\SSZ\ZWLUZPVUVISVUN JHZLMLH[\YPUNHKLS\_LIS\L velvet interior with a blanket, plus four bow holders and a hygrometer. MAP: $159.99. {themusiclink.com} THOMASTIK-INFELD VERSUM CELLO STRINGS Thomastik-Infeld has introduced Versum cello strings, which are balanced with a “sweet” PETERSON top end and a “warm, velvety” bottom. With PITCHGRABBER MOBILE their focused sound and powerful intonation, Peterson’s PitchGrabber Mobile they give an instrument a unique personal- is a clip-on tuning pickup that P[`^OPSLVɈLYPUN]LYZH[PSP[`HZ^LSSHZIVHZ[H works by capturing an instru- long, stable lifespan. They are ideal for princi- ment’s vibrations via a sensitive pal and orchestra players, as well as quartets. piezo pickup that can be used {connollymusic.com} with both acoustic and electric instruments. The PitchGrabber Mobile improves tuning accu- YHJ`HUKJVUÄKLUJLI`PZVSH[PUN the instrument’s output, giv- ing mobile tuning app users a direct instrument connection. {petersontuners.com} 76 I MUSIC INC. I DECEMBER 2015 ROLAND JUNO-DS SYNTHESIZER 9VSHUK»Z1<56+:Z`U[OLZPaLY features enhancements over the previous generations, including improved pianos, additional VYNHUZV\UKZ^H]LMVYTL_WHUZPVUJHWHIPSP[` 7OYHZL7HKZHUKUL^]VJHSLɈLJ[Z0[HSZVPUJS\KLZ eight Phrase Pads on the front panel, letting players supplement live performances with samples or mu- ZPJÄSLZZ[VYLKVU<:)TLTVY`(SVUN^P[OH RL` TVKLS[OL1<56+:PZH]HPSHISLPUH^LPNO[LK action version with 88 keys, as well. {rolandus.com} AIM GIFTS MINT TINS :[\Ɉ[OVZLOVSPKH`Z[VJRPUNZHUKNL[ your store’s cash register ringing by car- rying AIM Gifts’ music design candy mint tins. Each display holds 24 mint tins with each tin holding 50 mints. Available tins include piano, multi note, violin, acoustic and electric guitar designs. The tins are reusable and make great collector gifts. {aimgifts.com} ROLI SEABOARD RISE ROLI has announced the Seaboard RISE, a universally accessible music-making device. Like the Seaboard GRAND, the Seaboard RISE features patented SEA Interface technology, which remod- els the keyboard as a pressure- sensitive, continu- ous surface that responds to subtle gestures. The Seaboard RISE’s “continuous surface” lets musi- cians shape notes by modulating the character of ZV\UKPUYLHS[PTL^P[OZPTWSLÄUNLYTV]LTLU[Z {roli.com} DECEMBER 2015 I MUSIC INC. I 77 CHAUVET DJ PIONEER DJ INTIMIDATOR BARREL, SCANNER 305 IRC HDJ-700 *OH\]L[+1»Z0U[PTPKH[VY)HYYLS 09*IHYYLS 7PVULLY+1OHZPU[YVK\JLK[OL - [`WLZJHUUPUNLɈLJ[HUKP[Z[^PU[OL0U[PTPKH /+1 OLHKWOVULZ;OLM\SS` tor Scan 305 IRC, each use compact scanners LUJSVZLK/+1 OLHKWOVUL to produce a bright powerful beam that can WHPYPZÄUL[\ULK[VYLWYVK\JL shine through any environment. Both units rich, clear mid-to-low frequencies are also equipped with seven interchange- for monitoring dance music, and able rotating gobos, plus a palette of eight has a simple, sleek design. The colors. {chauvetlighting.com} rotating ear cup with rubber grips enables easy one-ear monitoring, while the replaceable cable pro- longs the life of the headphones. {pioneerdj.com} DENON DJ MC4000 +LUVU+1OHZKLI\[LK[OL MC4000, a two-deck Serato MIDI JVU[YVSSLYMVY[OLWYVMLZZPVUHS+10UHKKP- [PVU[VWYLJPZPVU[V\JOHJ[P]H[LKQVN^OLLSZ performers get access to dedicated hot cue HUKZHTWSLWHKZMVYVU[OLÅ`JYLH[P]P[`^OPSL long-throw 100 millimeter pitch faders and an intuitive control layout deliver natural opera- [PVU^OLUIHSHUJPUNJVTWSL_ZL[LSLTLU[Z {denondj.com} 78 I MUSIC INC. I DECEMBER 2015 DECEMBER 2015 I MUSIC INC. I 79 X;VYLZLY]LVYMVYYH[LZJHSS:HT/VYUH[ L_[ VYLTHPSZHTO'T\ZPJPUJTHNJVT>LHJJLW[JOLJRZHUKHSSTHQVYJYLKP[JHYKZ 80 I MUSIC INC. I DECEMBER 2015 SALES REPRESENTATIVES WANTED Popular accessory products | Several areas available 1.800.531.6123 [email protected] Allparts...... 8 Pedal-Links...... 4 *SHZZPÄLKZ(KZ PianoDisc...... 23 D’Addario...... 5 PMAI...... 24 DownBeat...... 79 Roland...... 2 Evets...... 3 Samson...... 76 Hunter ...... 69 She Rocks...... 61 1,5 Shubb Capos...... 41 1VK`1Haa St. Louis Music...... 13 Kawai...... 11 The Music Link...... 83 KMS...... 31 Tri-Tech...... 51 Kyser...... 19 UpBeat Daily...... 65 Music Inc...... 66 Vandoren ...... 9 NAMM ...... 16-17 W.D. Products...... 41 NASMD...... 45 Zoom ...... 7 NEMC...... 71 DECEMBER 2015 I MUSIC INC. I 81 ASK THE MORE BUSINESS ADVICE FROM RETAILER RETAIL EXCELLENCE WINNERS ON BUILDING A WEBSITE On Building Relationships THAT SERVES AS AN With Suppliers: EXTENSION OF THE STORE: “I had a relative who was really close to me, who “We saw the need for a web- used to say that if you want to make good relation- site that had to stack up against ships, just get on a plane and go. Don’t second guess the other guys, but we didn’t do yourself. So, that’s what I did early on if I wanted to build it the same way. Our website is [specialty custom-shop guitars]. That’s how it started for me. not ‘Sale, sale, sale; ad, ad, ad; We’re constantly working with different companies and trying 50-percent off slashed prices.’ It’s to do our own thing. It’s really one of the things that separates a more curated experience. We us from everybody else.” built our own photo studio, and we Tommy Colletti take our product photos because The Music Zoo we’re trying to convey this high- touch one-on-one experience. “On the website, we took a On Multi-Channel lot of care to make it very easy. Because we know that customers Sales: don’t want to pick up the phone “The people that think it’s cheap to have and call, we made it very easy a website are certainly mistaken because for the customers to talk to us it’s very expensive to have a really good directly through the website. We website and to maintain it in the proper have LiveChat, [with] four guys way. In the past few years people have been manning it. On every single page saying, ‘Wow, store traffic really seems to of the website, there’s a box that be down. What’s going to happen?’, ‘Is it pops up from the bottom that best to have the online and not the brick says ‘Ask an Expert.’ We made it and mortar?’ We’ve seen a little bit of up- very in-your-face obvious that, if tick in the store traffic, but again it’s come through the website, so they kind of play you are looking at anything, we’re together. We’re just going to continue on right there, and we want you to our Web work and continue on the store call us, talk to us, email us. The [because] that’s been our plan from day way we see it, the website is just one to have both.” >Ü>ÞÌ >Ûi«i«iw`Õð» Jim Pettit Adam Levin Memphis Drum Shop Chuck Levin’s Washington Music Center ON MAKING LIFELONG ON PROMOTING YOUR STORE USING CUSTOMERS: SOCIAL MEDIA: “In that ever-changing land- “We put a little money into scape of the combo market it’s very Facebook advertising to promote competitive, and it’s easy to get distracted with top brand sales. But events and products, but mostly you can’t; you’ve got to remain true we try to provide consistent inter- to the customer’s experience and recognizing what you need to do GUVKPIEQPVGPVVJCVUCVKUƂGUQWT to create a lifelong music maker.” followers and draws new ones in.” Robin Walenta Scott Engel West Music Russo Music 82 I MUSIC INC. I DECEMBER 2015