If god made cycle shops I dont think he would shop in Halfords

[Davidc]

Halfords are sometimes useful. It's a chain store, understand that and the variability of their staff and don't expect it to be the same as a specialist bike shop, or as expensive.

Provided you know exactly what you want and it's on the shelf and assuming there's someone at the till, you're OK.

There are 5 other bike shops in this town. Two of those I'll happily use and they're more useful to me than Halfords. Halfords is open longer hours than the others though.

Halfords is the only place I can get the CO2 bottles for the CO2 pump I was given 3 years ago so I don't have any choice with that. It's a Halfords one and worked well on the two occasions I've used it.

 

[markharry66]

I am not saying that all halfords are bad hence the idea of the blog the one I went to the other night was bad.
I personally think the fact they stay open late when many other lbs are shut is more than useful.

What I am trying to say is lets at least use our collective muscle to do something about the ones that are bad.

I think also if you set yourself up as a retailer that sells bikes the least you can do is make sure the person behind the counter at least has some clue what they are talking about.

I really dont think its to much to ask.

 

[youngoldbloke]

Sorry, being pedantic here, but they are not the same, Halfords sell what can loosely be described as automotive accessories, PC World selling computers and components, granted both with an inept disregard for what the customer has walked into the store to purchase or seek advise on.

Brian

Thanks for putting us straight there Brian - that explains why I couldn't find a 700c inner tube in PC World the other day .......

 

[chillyuk]

Thanks for putting us straight there Brian - that explains why I couldn't find a 700c inner tube in PC World the other day .......

I bet some of us older guys can remember when you could get innertubes, and tyres, and bikes, from Currys.....

 

[mightyquin]

I think like any chain store, Halfords service depends entirely on the individual staff. Some are great, most aren't.

It's a bigger problem with 'customer service' generally, all companies bang on about their excellent customer service, but ultimately it's a part of the business that they try to streamline, and provide at minimal cost - that means lack of staff, lack of training etc.

It's about how to do the least possible for the least cost. Proper customer service, on the other hand, costs money. Companies who are smart enough to invest in that area reap the benefits in terms of referrals from satisfied customers, repeat business and customer loyalty.

The majority of Halfords shop floor staff - from what I've seen - are very young, earning low wages, doing a stop-gap job. Whilst they should at least try to enjoy their work and be helpful to customers who are paying their wages, I can't blame them for being poorly trained and lacking motivation.

 

[jnb]

Most of that seems like a fair complaint but I couldn't help but notice that you complained ...

I then asked what puncture resisitant wheels they have in stock for the bike I had and the size I have only to be told

"do you Know I dont think we have any I am not sure" so you would be the person employed to work behind the bike hut counter.

and then

Ask the chap in the section ... do you do replacement c02 (which I know they do as I have seen them in other Halfords) only to be told no without looking, most be a cyborg with a stocking computer lodged in his brain.

So at one point you complain that the guy doesn't know what they have in stock and then you complain that they do know what they have in stock.

FWIW I'd just like to say that naff as they can be sometimes they do their job and do it well. My local halfords is, I am afraid to say, better than my LBS. Near my office it's the other way round as you'd expect, but remember they're a chain and don't expect too much help and I can tolerate them.

 

[markharry66]

I disagree I asked the chap about the c02 cannisters and he didnt move without looking just told me know we dont have any in stock.

The women who served me first my as well have worked in a sweet shop. In terms of bike knowledge my 5 year old knows more. My local bike shop is better than Halfords. This one is shoot anyone who has been in there will tell you so have a look at the start of the thread thats what I fail to understand some are good and some are bad and when you find a bad one oh boy do you find a bad one.

 

[soulful dog]

Why is Decathlon so different? I've only been to two and bought bikes at both of them, but the staff knew what they were talking about and repaired things quickly and well. Why does Halfords have such a bad reputation in comparison? As far as bikes are concerned, they must be selling to roughly the same market.

Perhaps because Decathlon look for people who are interested in sports, outdoor pursuits etc to staff there stores whereas Halfords.... well don't. I don't know what Halfords look for in their staff, but know that when Decathlon opened up near me, they were advertising for staff enthusiastic about sport.

 

[deptfordmarmoset]

I have worked in the cycle trade for 30 years and for some of that time at halfrauds. I managed to build a team comparable to any good LBS despite the constraints of everything the company did to make it almost impossible to achieve. All of us have left and are now working for leading cycle companies of some sort. They were happy to see us go because it saved them money in the short term. they haven't got a clue.
They are a shoot company with shoot management, a lot ( but not all ) shoot staff and we can all feel good about not spending our money there.

I think, like festival and others have said, the quality you get is down to the individual staff and not the management. By chance, I just had a chat with Sean at the Bromley branch who was helpful and I could tell he knew what he was talking about. (I wanted to see what the sizing on Boardman road bikes was as I seem to fit halfway between two sizes). I'll steer well clear of the Sidcup branch, though.

 

[Brandane]

Why is Decathlon so different?

They are better because they are French owned. And the French wouldn't put up with the crap customer service that we take for granted. They would blockade the shop doors with their bikes .

 

[dellzeqq]

What if carlsberg did bike shops?!


Seriously though, its enough to drive you mad. They could be unbeatable in the market, if they only spend more time and effort with the people that work there. I know that vague look you must have got only too well!

Surely someone running halfords must see that their major weak point is the stigma that come's from your type of experience.

I got buttonholed by a 'brand manager' and asked what Halfords could do to improve their image. All I could think of was 'develop your staff'. If they did that it would be such a blessing. You'd never go there for a Dura-Ace bottom bracket, but just think how much difference it would make to everyday cycling.

 

[RecordAceFromNew]

The majority of Halfords shop floor staff - from what I've seen - are very young, earning low wages, doing a stop-gap job. Whilst they should at least try to enjoy their work and be helpful to customers who are paying their wages, I can't blame them for being poorly trained and lacking motivation.

When I learned recently that the young son of a friend got a job working with bikes at a Halfords branch in Norfolk, I asked and heard he was learning on the job.

Although Cytech offers training and accreditation and can tell you which shop near you has at least one level 2 accredited mechanic, the last time I went to the one nearest me to buy some bits the boy behind the counter (he was the only person there) didn't have a clue.


It seems to me unless a) customers vote with their feet and/or b) firms get far more regularly and heavily penalised for failures (than e.g. what the GPS Regs 2005 currently provides), competent mechanics will not get the respect, rewards and demand they deserve, and low cost low quality business models will continue to flourish.

 

[Gerry Attrick]

I think one more point should be taken into consideration. I suspect as a percentage of total turnover, the bike side of Halfords is not huge. The beancounters would inevitably balance the costs of investing more lolly in recruiting, training and supporting higher quality (and higher paid) staff against projected returns.

 

[Jim_Noir]

I had to take my boardman in for it's 6 week safty check today. So get to the Halfords store 20 mins before it opens and there is a corsa doing all manner of crazy stunts in the car park... Was the bike hut manager! So takes the bike in and was told "might be three weeks mate to do it" LOL I said I'll be back tomorrow for it...

 

[markharry66]

I agree our sport is only a small amount of their annual turnover then dont set yourself (halfords) to be something your not either offer the service and the products you advertise or dont