I worked part-time at two different gun shops. I learned a lot from both. The first one, had already been in business for something like 35 years. The owner was also the head Gunsmith. There was one other Gunsmith and another guy who worked the counter. The owner took me under his wing and started teaching me the trade. He asked one day if I knew why he had been in business 35 years while other shops had come and closed? I told him it was because he was good at what he does. He agreed, but also gave me a lesson about customer service and making every customer feel important and leave happy. He told me he didn't care if they were buying just a box of .22 shells or a high dollar firearm, he wanted them to feel special and walking out to their truck happy to come back and spend more of their money. He also taught me about treating customer firearms as if they were your own.
The other gun shop owner had also been around a long time. He was big on the sale. He told me the secret to survival in a competitive trade was you have to be a specialist. He then went on to tell me he was a specialist in reloading, muzzleloading, repair, cleaning products, ammunition, optics, etc. In other words, know your trade. He also taught me not to make delivery promises if you can't keep them. If you ask a customer when he needs his firearm back and he says three weeks and you agree, you better keep your end.
Both of those guys are long deceased, sadly. I took many of their lessons into my career. Not just in the firearms trade but in my museum work as well. They still hold true today. I think that is what is lacking when you go into some shops today, especially the big box stores. Customer service, product and trade knowledge, and personal interaction and attention. Most importantly, honesty.
Those are some of the reasons I will make that hour+ trip to Green Top in Virginia, even though there is a Cabela's' and Bass Pro close by. They have been around for decades for a reason.