Jeff Wilber from RDR Gear

Published on September 30, 2019
Duration: 27:26

This discussion highlights the challenges and nuances of the 2011 pistol platform, particularly concerning holster availability and the broader tactical gear market. Jeff Wilbur of RDR Gear emphasizes the importance of proper fit and function for duty holsters, noting the industry's struggle to keep pace with new firearm designs. The conversation also delves into the business aspects of tactical gear manufacturing, including the value of customer experience, the impact of social media, and the strategic expansion into soft goods.

Quick Summary

The 2011 pistol platform presents holster availability challenges, often requiring modifications due to a lack of dedicated duty-grade options. Manufacturers like STI/Staccato evolve through platform reconfiguration, leading to longer lead times. RDR Gear expands into affordable soft goods to complement their Kydex offerings, emphasizing customer experience and proactive social media engagement as key business drivers.

Chapters

  1. 00:00Introduction & Jeff Wilbur
  2. 00:39The 2011 Pistol Platform
  3. 01:18STI/Staccato Evolution
  4. 02:39Holster Availability Issues
  5. 03:40Lead Times & Agency Orders
  6. 04:44Social Media Engagement & Customer Service
  7. 05:04Industry Incompetence & Salient Arms
  8. 06:05Influencer Marketing ROI
  9. 07:34Target Audience & Product Pricing
  10. 08:00Customer Experience & Loyalty
  11. 09:06Tactical Training Class Experience
  12. 10:05Industry Trends & Company Evolution
  13. 10:21Social Media Platform Risks
  14. 11:03Account Engagement & Algorithms
  15. 13:36Sig Legion Customer Experience
  16. 14:24Safariland Customer Service Example
  17. 15:28Gun & Gear Reviews & Sales Tactics
  18. 16:33Building Client Relationships
  19. 17:07Industry Camaraderie & Networking
  20. 18:15Shot Show Business vs. Networking
  21. 19:03Proactive Customer Engagement
  22. 19:55The Value of Customer Feedback
  23. 20:04Collecting Patches & Memorabilia
  24. 21:13Giving Back to the LE Community
  25. 21:23The Impact of Customer Appreciation
  26. 22:21Product Quality & Customer Blame
  27. 23:07Vendor Reputation & Word-of-Mouth
  28. 23:16Providing Comprehensive Information
  29. 25:12Custom Holster Design Process
  30. 26:12RDR Gear Product Lines
  31. 26:29Kydex vs. Soft Goods Market
  32. 27:03Conclusion & Website Plug

Frequently Asked Questions

What are the main challenges with holsters for 2011 pistols?

The primary challenge is the limited availability of duty-grade holsters specifically designed for the 2011 platform. This often forces users to modify existing holsters or use less ideal options, impacting the effectiveness of the 'right tool for the right job' principle in critical situations.

How has the 2011 pistol evolved in the market?

Manufacturers like STI (now Staccato) have evolved by reconfiguring existing slides and platforms to create new models. This approach, described as a 'hybrid' evolution, can sometimes lead to extended lead times for consumers due to the manufacturing and assembly processes involved.

What is RDR Gear's strategy for expanding its product line?

RDR Gear is strategically expanding into soft goods, including chest rigs, placards, and magazine pouches. This move aims to offer value-driven, affordable products that complement their Kydex offerings, catering to a broader customer base who may find high-end Kydex gear prohibitively expensive.

Why is customer service crucial in the tactical gear industry?

Exceptional customer service and the overall customer experience are vital differentiators. Positive interactions, personalized communication, and prompt issue resolution build loyalty and advocacy, often proving more impactful than product features alone in a competitive market.

What are the risks for tactical gear companies on social media?

Tactical gear companies face risks if they fail to engage with customer comments and feedback on social media. Negative comments can linger and deter new customers, while a lack of responsiveness can be perceived as poor business practice and a lack of care for the customer.

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