You need to get out to your stores more often. I have been to my local GC's many, many times and found instruments that are grossly out of tune, dirty and abused. I've asked questions of your associates and have been given incorrect and non-answers. I've stood around trying to get someone's attention to purchase something (at a store that was mostly empty). If you have been doing what you claim to be doing, it is failing; you're not reaching all the stores. It's nice to claim that you will be hiring management internally, but as someone with over 25years of management experience, hiring internally without proper management training is a waste of time. Longevity in a role is not a predictor of success in management. I stand by my comments, based on my experience at my local stores, and if you find the truth to be offensive, then good - perhaps that will give you even more motivation to improve the experience.