I worked in a Music Store and we had this Jazz Guitarist, older guy - who was a master player real be bop hi energy chops. Regular Customer. Guy is waling on a nice Gibson ES 175 and right before my eyes I watch as he ever so slooooowly slumps down and freakin falls alseep. He did it in such a way and so slowly and gently the guitar didn't fall out of his hands. I run and catch the Gibson and he half wakes up and says "orange juice diabetic". So a customer runs at full speed to the market in the mini mall and within what seemed like 2 minutes comes back with some cold OJ. I'm on the phone with 911 and the dispatcher says to wake him up and see if he will drink the juice. I get some past his lips and he wakes up. By this time we hear sirens and the Paramedics start working on him and testing his blood sugar. He was fine but the Fire Dept guys said his numbers were so bad he could have died if we hadn't gotten the orange juice into him, And the nice ES 175 was not damaged!!!

One time I went over to Guitar Center in Concord CA., an older gentleman was checking out a guitar and when he hung it back, it fell on him and both ended on the floor. To my surprise, the store manager ran over to him asking if he was ok. The gentleman was worried about the damage he caused and the store manager told him not to worry and that he was more concerned about him. Because of that, It became my go to store.

In the half century I've been an amateur player, I've visited music stores in several states, talked to many owners, found out how much they pay, and so forth. Sadly, I've seen most of them close -- even very successful ones. Do your viewers realize that music stores do something like 65% of their annual sales in December? Could be more, I've forgotten the exact figure. I read once that the entire music instrument business is only about 2 billion a year. That's a drop in the bucket compared to major industries. We should be grateful music stores exist. Thank you for staying in business. We need you.

My worst guitar shop stories were everytime I walked out with no guitars 😂

I was at a Guitar Center and I checked out a bass. I hung it on the hanger and started to walk away. As I was turning, I saw it start to twist in the hanger due to the shape of the headstock. I spun back around and grabbed it with both hands, my heart pounding. I turned it back and forth until I found a good balance point and then gave it a tug for good measure. I stood there for a good 30 seconds to make sure it wasn't going to move. It was terrifying!

I don't know why anyone would get mad...she just did a relic job for free.

I would absolutely love like a 2 hour long video of nothing but stories from your days at the guitar store! I always find them the most interesting parts of your podcast!

You make a fantastic point at the end that will be overlooked - "if you run a small business, focus on your quarterly/yearly figures, not your daily figures." This is it - too many people are focused on daily or weekly numbers and not their yearly stats which ultimately is how the business is performing!! A business can weather a couple of minor setbacks (such as accidental damage of stock) - if the yearly stats cover it!

Phil…did you keep the little girl and raise her as your own?? 🤣

Great lesson to teach your young, impressionable child: (literally) run away from your problems. You're a good egg, Phil McKnight.

It could have been alot worse. They could have played "Stairway to Heaven."

As someone who did retail security. Almost all incidents, mainly thieves, strike when a Store has just opened or is about to close.

Went into a G.C. to buy an acoustic with a $2500-3000 budget. Went into the acoustic room and was noodling on a few acoustics, the ones I wanted were a little higher on the wall. Couldn't get the time of day. Sales people too busy with earbuds in. A year later went a different store looking for a Fender tube amp, same story. Ive never been back.

I hate when customers don't ask for help. Working at a liquor store watching someone try to hold half a dozen bottles of wine. Offer a cart, basket, or keep them at the counter. "Nope I've got it." Next thing I know I'm mopping up wine and broken glass

Insurance company: You got robbed so now you have to pay us more money 🖕🏻

The amount of money you’ve lost selling it to your friends is pennies compared to the insurance raising your price if they were able to give you money for damages. Like you say it’s the price of being in business grocery shopping how many times do you see people dropping a glass jar of pickles? Great video loved it.

Phil’s a great guy! That’s the way to handle it with composure and a sense of perspective. Plus, I’ll bet the Telecaster was just fine😂

Thank God no Gibson's were harmed in the making of this video!

Years ago I had a drunken ex GF break my Gibson L-130 acoustic over a bed post. Then she ran to my neighbors house and called the cops on me. When the cops showed up they arrested her and took her to jail. A few months later, the judge ordered her to pay restitution…It was a ridiculous thing that happened and the end of a ridiculous relationship. I’m much more selective these days, and if she is a drunk, bye bye.

I was in a store several years ago trying out a few guitars. I put one back in the hanger but none of his had a retainer on them and they weren' even level kind of dropped down a couple of degrees. I wanted that guitar so I went to talk price with the owner got across the room told the owner which one, looked back and it was swinging and fell before I could get back there. The owner wouldn't let me pay for the damages to another guitar it fell on. He said that had happened several times. I told him about using even rubber bands to hold them in place and angle the pitch of the holders angled backwards. I bought the guitar that fell it just had a couple of scratches and was still in tune.

I totally agree. The girl is scared and confused, so yelling at her gets you nowhere. The parents are dirtbags (a polite term). My guitar tech, who also has a guitar/amp store, very politely, but insistently, tells people that if it's hanging on the wall, "Just ask, and we'll get it down for you." He has signs that say that, too, but many "customers" don't bother reading the signs.

Years ago I walked into a GC for a product. I asked the salesman if they had the product. He said "Why do want that?" I've never been a GC fan since

I feel your pain Phil, but I've always gotten a bad vibe from guitar wall hangers.

Sorry for me and the missus runnin out that day. Our daughter ended up the CEO of a huge corporation. This day really rattled and straightened her out

When I lived in San Francisco in my 20s, I was walking around Guitar Center on Geary, and as I walked down the aisle with the Gibson Les Pauls, a Les Paul Standard fell off the wall at my feet. It got a righteous ding in the front and was obviously damaged beyond what could be ignored. I just said it was fate and took out my credit card. That was my first Les Paul. Not very romantic, but I had an exaggerated sense of responsibility. I was self-employed, and although I couldn't understand how I had caused this, no one else was nearby, and I couldn't bring myself to try and explain that a ghost knocked it off the way as I walked by.

The telecaster falling genuinely hurt my soul

Hey, is that a new Reverend Slingshot ? One of my favorite axes.

Love these little segments. I don’t think I’ve heard this story before. Can’t believe they did that 😳

I bought a Gretsch 6120 and a Boss Metal Zone from you out of that store, still have both. You helped me personally, it was awhile before I put your channel and that together. The dust cloth with your store name in the case should have clued me a lot sooner

You handled it brilliantly, well done.

Great story, thanks. GC has some narrow opening hangers for the narrow Tele headstocks that are almost impossible to get the guitar neck in and out w/o rubbing. And then if a Tele is hung on a regular hanger it can slip through and fall.

This would make a great regular series!!

Your a genuinely good guy in a world of people who would have easily made that a nightmare. You cared about the child more than the instruments falling. That is a real show of good character in a person and let absolutely nobody take that from you man. That being said... Ouch. Just so much ouch with the guitars

Wow!The Parents Bailed on there Kid!After The Math of No Money,for the Damage!Just in Shock!Without The Electricity!Best 4 U!Phillip!Always!

Not the primary narrative of the video but your final comment is so beneficial for anyone in business. Dont focus on a bad day or get complacent after a good week. Keep striving for improvement and opportunities, sweating on the small stuff will just make you old quicker

…even after just watching the video, I’m still stuck for a response! Lmao!

Liked the video - enjoyed hearing the story!

America in 2024: Yeah, I've had a gun in my face... it's a business.

The guitar store in Venice, CA., keeps his door locked and buzzes customers in.

That's a true horror story. Ouch!!! What a great example set by the parents too. If you screw up, RUN!!!!!!!!!!!!!!!!! Excellent parenting

I watch your videos a lot. Didnt realize I wasnt subscribed. This story made me take a look and subscribe. Sorry about your guitars and you are a nice guy.

Great but sad video Phil, I was a building contractor for years & the stuff that people who worked for me was HORRIFIC here's just a few, 1, Antique stained glass window, huge scratch on brand new Hardwood floor, cutting a 40 pair data cable, denting a two week old Porsche 911 , worth about $125,000 dollars and owned by " A PROMINENT LOCAL BUSINESSMAN!!! " Who's friends all had the middle name "THE !! " PLUS all the usual cutting sheet material on people's furniture, my favourite was when my friend cut through a desk at the METROPOLITAN POLICE RECORD'S OFFICE and then we had to completely destroy it and dispose of it without anyone noticing us . There's a lot more some of the stories I don't even believe " AND I WAS THERE !! " PEACE AND LOVE TO EVERYONE ❤❤.

Hey Phil love your content, I own a Suhr Classic Antique which I’ve grown to love but recently had to get a fret dressing since some of the nickel frets are somewhat uneven now, bummed because it’s less than a year old. Can you tell me of your thoughts and experience with Suhr as a brand( and experience with any QC issues with them if any) . Thanks!

That poor child. Horrible parents. I had no idea there was no insurance option for accidental damages.... crazy.

@phillip McKnight - I don’t think there is any other way you could have reacted.

I've always loved your reviews and reminiscing of good times. But honestly even the bad times that you describe show that you are a much better man than most of these people on KZfaq that tell of something similar. A lot of them are of the "shoot first then ask questions later" type. I'm glad to see that you're not going to let this sort of thing destroy your enjoyment of what you do. I'm sorry that this happened to you. There was a sign on the wall at a mom and pop store in my town that said "Beautiful to look at wonderful to hold. Scratch it or break it consider it sold." I think that says it all in rare cases. Not everyone does something stupid on purpose. I've seen guitars at Sweetwater Sound that were dented or scratched once in a while. These were BRAND NEW guitars. I've even seen some that had rub through spots on them (Fender Vintage series and Custom Shop) for full price! So it is what it has been made to be by the careless. Maybe when someone comes in next time put it back up for them to avoid this scenario again. Thank you for sharing this with us Phillip McKnight!

I worked as a Property Casualty Agent - Even if someone calls in a car accident for say $500 fender bender - and they have a $1000 deductible - The Customer service rep will fill out a form and send it in to the Company !

I want more stories like this

You did the best you could in that situation

sorry to hear about this misfortune - the key is to never let a person, child or adult, take off or put back a guitar from the hook - even i have trouble with the terrible hooks in guitar center

There is a local music store here in SA Tx. that had recently opened. I spent a whole afternoon playing guitars. I had narrowed down to the two that sounded best to me. I went back the next day and plopped down $4k for a limited edition custom shop guitar. Have bought all my gear, cables, racks, pedals etc. I had decided this was my place. Great guys. About a year after the guitar I bought a very high end amp $3k. Some time after this they hired this new store manager. About a year goes by and they started selling a new line of boutique amps. I had an older Marshall amp and 4/12 cab. I asked this new manager if we could work out a trade, NO, rudely. I asked about selling it for me on consignment, “ NO, why would I sell something for you? One of the regular guys that had been at the shop since I started going there followed me outside and apologized to me. I had previously spent probably spent close to $10k in that store in 2 years. I’ve never been back. It wasn’t the fact that he wouldn’t work with me it was the arrogance and rudeness. A simple, “sorry I can’t do that”, would have been fine.

I miss that store.

Man, that Zia and your shop next door made a metalhead out of this VCHS grad

In the early days I would only shop at Phil's guitar store to purchase a new instrument....... 2008 to 2011 time frame.....best retail store for guitars...........I bought used along the way......however I did purchase my green flame Peavey EVH wolfgang floyd trem at Welborn music new in 1999 for $1900, small store in Oklahoma.....had to wait almost 9 months to get it on pre-order.....

You are too kind Phillip. I've always thought that it has to be very challenging to find a middle ground between being welcoming and letting anybody touching the guitars (especially the expensive ones). Personally, I understand if I have to ask for a certain instrument being brought to me, though it is a time consuming process. Often, I may discard a guitar after just holding it and playing a few chords.

I worked in a guitar shop for years. People dropping guitars was the norm. I remember the owners son not allowing people to take anything off the wall/put anything on to mitigate the chances of people doing that, lol.

I don’t know why you would have ever even LET her (a total clueless browser, no less) near high end guitars, let along ones on the top rack. It’s standard etiquette in any store to watch over someone who seems to not know or care what they’re doing. On the bright side, your store looks like it was beautiful. Should be proud.

You're a good man, Mr McKnight!

😳 OMG 😢 No insurance? I was a small business owner in Virginia. It must be your state 😮 Everything was insured. All those scenarios were covered

Not really a guitar store story: I was working at a lighting store. We had those lil Nebo flashlights up front, with a display so the idiots who've never seen a flashlight before could play with it. One day we noticed the display model was missing, so the ownership spent hours going over the security footage to find out who did it. Turned out it was one of our regulars, an electrician who worked for the city. I musta helped that guy a hundred times, but they saw him put it in his pocket on camera. So they call his supervisor, also a regular, first name basis guy, and told him what happened. Apparently the day after it happened, he was wiring up a lighting ballast at one of the parking garages (this was a 480 volt location!) and did not turn off the power to the circuit... and... well... Remember when Mr Wizard cooked a hotdog with a car battery? Kinda like that, but with more fire, and more death. The counter guy who was in the middle of that mess looks at the owners and says "almost makes me wanna return all that shit I stole... ... almost" I've never seen them laugh so hard.

Wow, what a horrid case of parenting if they were her parents. Would love to hear a story a week!!! I used to work in a picture framing shop and we had some great stories too and I used to love to hear some of the ones that happened to other shops as well.

Legend has it that since you started " Sharpen My Axe ", a chubby family is still running in the opposite direction from your old store. 😜 👟

I was in a music store buying a set of Pearl drums. Most of the set had to be ordered so it took some time to get it all together. They had a beautiful Les Paul hanging on the wall next to the back door. Long story short, they accused me of stealing that Les Paul. I was like wtf? Apparently, while I was there getting my $5k order together, someone snuck in and grabbed it without us seeing them walking in. Or maybe it was stolen earlier and they just didn't notice until after I left. Who knows. I felt a little taken aback being accused just after spending a sht load of money with them.

My condolences, bro. Whenever I visit the music store to test out guitars, I always ask the salespeople to assist me because the guitar hangers are too flimsy and don't seem secure at all. Sorry for your lost bro

I witnessed the worst day ever at a music store, a guy who out of his gourd on drugs or alcohol came in and stumbled over something and totally flattened four acoustic guitars as he fell, I think they were Seagull guitars, then he went ballistic blaming the store and stormed out.

It's funny when I see News People on TV when shops get looted saying "Oh, it's alright - they have insurance" NO, there's NO insurance. Maybe the shop fittings are insured, but when you have quarter of a million worth of merchandise literally walk out the door, who cares about $30k of fittings??

That's the plot of an anime.

Gun in your face? that's a mark of how bad the crime is out of control in Maricartel county.

Great post, I laughed, I cried... best regards.

Wow this was enlightening. I had no idea that you could not cover damage or loss from someone walking in and taking something. It changes the way I look at retail losses now. I suppose this is not something I have ever really just thought about before. So as a store front based business owner your overall risk is very high to offer goods for sale.

In Australia we have insurance for accidental stock damage. I have made several claims over the years.

Great story. Funny.

You're certainly a glass-half-full kind of guy. I doubt I would have handled it that well. Good move offering good customers a deal while simultaneously cutting your losses by a little bit.

My first thought... Those dirt bags!! Their kid or not, you can fix a guitar, or toss it out. That poor kid will live with that for the rest of her life. Will she ever trust someone again when she needs to?? Grrr. --gary

"were you insured" question proves hoow out of touch people are

Good episode

Best Phil McKnight story yet! And I do feel sorry for you buddy. Your heart is in the right place.

You must always be careful with these hangers in a music store.

Gotta keep the fancy expensive stuff out of the reach of children.🍻

No business is making an insurance claim for $3k. Whoever asked that has never owned a business.

Insurance is a waste of money. If they pay anything at all , it is always "up to" a certain amount. ( Up to $5K.....and lucky if you get $1500 out of that ) 🎸🎸🎸 Insurance is high, you're afraid to make a claim because premiums will increase, .....so why have it ????

You called it - no insurance. It is not that insurance is not available, it is just that it is so expensive that this kind of "guest damage" would have to happen often to justify the cost. Then, if you did have monthly, the insurance company would cancel it so quickly it would make your head spin. Better to just put in a swear jar, or a raffle jar, ahd use that fund for the accidents.

There is such insurance, but it is less common because most business owners know that it would likely cost them more in the long run. Any insurance is kinda like gambling. You pay a bit every month for years on the off chance some giant calamitous expense pops up that would sink you. The insurance company is hoping like heck that nothing ever happens and they just get to collect your money for years. As such, it’s not always offered when talking with your agent about standard business insurance coverage. You would likely have to ask about it.

Hell yeah I'd buy a sweet USA strat with a chunk missing on discount in a second.

EXACTLY. They just LEFT her?????

Dang Phillips, unlucky you. Best regards from Denmark

I sell guitars in my art gallery, and I have a big sign that says "please ask for assistance to handle the guitars" and either people can't read or just refuse to ask for help. People will bang up a guitar just taking it off the hanger. Whats worse is they show no care while doing this, then they leave.

My friend who owns a bike shop had an ebike stolen on a test ride. He claimed he had insurance for it.

Yeah, I don't know what I would do in that situation, either. Just a screwed up situation.

When I go to the store, I ask the sales person for a guitar and they get it . Aren't you military and you were not strapping ❓❗

Someone played stairway to heaven and refused to stop

Well, I'm sure you had to pay for the guitar. Should have given it to her.

That parenting right there is the reason for everything wrong in our world today...

I believe in Fate, Karma and Providence. I also believe people who do such wrongs (like the parents that ran out of your store) will never prosper in the long run and you will compensated in other ways that far exceed those kind of losses.

Laws need to be changed with insurance companies. I was just on the phone this week & was told insurance companies are paying too much out & aren't making money blah blah. I said wait! It's our money that you're taking you shouldn't get to make money & upset that yous are paying out too many claims. Our rates go up if you file a claim & if you don't file a claim & others do our rates are going up anyway. Then you always say inflation is what's raising your premiums. If we all saved that money we're giving them when something happened we'd be better off. The system is rigged & we allow it. Change needs to happen with insurance.

what a good man. sees with absolute clarity the true horror but then still turns it into a positive offering his friends first dibs.... this man deserves a go fund me ~ just for not adding to the scars that teen already has.

There is no problem getting insurance on showroom stock for customer caused damage. You either need a better insurance company or to put more effort into finding the right insurance package. I had shops for years. MOST shop owners simply dont want to PAY for that kind of insurance and prefer to "self-insure" for showroom stock damage. They figure it is better not to pay out every month for the insurance and instead just pay out themself when something is damaged.

I dropped one of the air guitars you had outside.

Phil what happened to your camera? The video quality is a hot mess lately.

Super classy parents to ditch their kid and her them take the fall.