Hip Priest
Veteran
I can't really contribute to this thread because the owners and staff at both my local shops are great. He said smugly.
Obnoxious cycle shop owners.
- Thread starter Sore Thumb
- Start date
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I agree, if you are providing a service in any kind of business, you should provide it with courtesy and manners. (Maybe somebody should tell that to the staff at Heathrow Airport).
Cycleops
Legendary Member
- Location
- Accra, Ghana
You can't legislate for human nature.
"I work in the NHS and I can't have a bad day and be rude to my patients/customers. Even if I am having a bad day I have to be nice. It's not about me it's about the patients.
Should be similar in business."
Slight difference that generally you choose freely to go to a bike shop, while I can't remember the last time I used the nhs for fun. The fact nhs staff are polite, despite their "customers" having to be there is more of a credit to them and their attitude.
In the industry that I work in (catering) the largest driver in improving service and attitude has been the Internet, specifically tripadvisor. It somewhat focuses the mind when you realise that a customers bad experience can suddenly be all over the web.
Should be similar in business."
Slight difference that generally you choose freely to go to a bike shop, while I can't remember the last time I used the nhs for fun. The fact nhs staff are polite, despite their "customers" having to be there is more of a credit to them and their attitude.
In the industry that I work in (catering) the largest driver in improving service and attitude has been the Internet, specifically tripadvisor. It somewhat focuses the mind when you realise that a customers bad experience can suddenly be all over the web.
G3CWI
Veteran
- Location
- Macclesfield
I was amused to see a notice this week in A&E at Macclesfield thanking me for "choosing" to go to that hospital. Strangely I cant recall the ambulance crew asking if I had a preference...
nickyboy
Norven Mankey
- Location
- You want hills? We got hills
Smart LBS owners will adapt and survive (how about a Kwikfit type repair and maintenance business for bikes?) Those that just get frustrated by online competiton will go out of business.
Realistically, for the majority of LBS, the future is repair and maintenance. The market for top end niche products is too small and stand alone LBS can't afford to become a branded retail chain
All those ironmongers went out of business because they failed to adapt when B&Q etc came on the scene. And that was before the online revolution
SS Retro
Well-Known Member
- Location
- South Lakes
3lbs in our town 2 really good customer focused, one an utter and complete arse went in a few months go with rear wheel and new ss freewheel.
Me; "can you change this for me pls mate"
Lbs; "NO"
Me; "oh why not"
lbs; "because we don't fit parts we don't supplie ourselves "
Me; "ok do you have a free wheel removal tool I can purchase"
lbs; "NO"
Me; "ok no worries will go up the road to ... .... (other lbs) you obviously don't need the business" (said in sarcastic tone)
lbs; "Yeah mate cause there probably used to dealing with poncey singlespeed wheels"
Me; walked out laughing at the utter f*%$^@g cock.
Went up the road.
"yeah buddy no problems be ready by lunch time only be a fiver."
The third lbs only been open 3 years but never been in till the other day just for a nose, the owner was spot on had a good chat about wheel building and other things he couldn't have been nicer even though I said I was only in nosing not buying.
Me; "can you change this for me pls mate"
Lbs; "NO"
Me; "oh why not"
lbs; "because we don't fit parts we don't supplie ourselves "
Me; "ok do you have a free wheel removal tool I can purchase"
lbs; "NO"
Me; "ok no worries will go up the road to ... .... (other lbs) you obviously don't need the business" (said in sarcastic tone)
lbs; "Yeah mate cause there probably used to dealing with poncey singlespeed wheels"
Me; walked out laughing at the utter f*%$^@g cock.
Went up the road.
"yeah buddy no problems be ready by lunch time only be a fiver."
The third lbs only been open 3 years but never been in till the other day just for a nose, the owner was spot on had a good chat about wheel building and other things he couldn't have been nicer even though I said I was only in nosing not buying.
r80
Active Member
There are two bike shops in my town, one sells Merida's and one Specialized. I know Merida own 49% of Specialized so the bikes are very similar. I went into the LBS and asked for some specialized bar tape, and upon mentioning I owned a Merida his mood instantly changed. He must have realised I was a customer of the other LBS and spent the rest of our discussion insulting my bike and me in a backhanded way. If I was spending more than eight quid I probably would have have left and gone across town.
stevede
Well-Known Member
I love discussions like this and the way some people in business treat their customers, when it's so easy to get right, (and wrong).
I remember when I first started work after leaving school, in a small retail business. My then bosses father said (& I remember like it was yesterday), " treat every customer the same, and in a way you would like to be dealt with yourself. They may not be your biggest customer today lad, but you never know what tomorrow brings". I believe it's stood me in good stead since.
I try to chose the businesses I buy from on the same basis. If I get good service I'll deal with them. I'm not afraid to walk away if not.
On the basis of price & discount. If appropriate, I'm happy to ask for a discount, usually a polite "is that the best you can do me on that"? I'm constantly amazed at the discounts people will offer from a simple friendly question. Some people are actually too eager to give money away. If it's what I want and available, I'll happily buy at the full price, but you have to ask sometimes.
My business sells products which are far from unique. I always encourage people to pick up the phone and talk to me about price, but equally, I tell them that sometimes the answer will be "that's the best I can do". Both buyer and seller will always have their walk away point.
Now lets move away from the "price" and think about "value". Does what I am buying (and where I am buying it from) represent good "value"? If it does, pay the money, if not (as the OP) then there's potentially a discussion to have, but it should never be unpleasant from either side. I personally am happy to pay a little more than online from a local business if their advice & service "adds value". Many of my customers pay a small premium over what is available elsewhere because of the value we add, and service we offer as a business.
The point about people is absolutely key. My pal & I went to a LBS a couple of weeks ago, where I had received good service a number of years ago. The young lad we spoke to was not unpleasant in any way, but not overly helpful and we left empty handed. Goods subsequently bought online. A fresh requirement this Saturday just gone, and may pal suggested we go back. I suggested otherwise but was overruled. Dealt with by 2 different people and the experience was totally different. We spent a fair few quid between us and I already plan to go back very soon for some additional bits.
Let's remember also that the LBS is a business and has bills to pay. It's perfectly feasible that the jacket they had actually cost them more than the current online sales price and they weren't prepared to sell at a loss. A shrewd business person however would realise this, be aware that their stock was non moving and possibly be willing to barter.
Only time will tell if their business is a success.
Best regards
Steve
I remember when I first started work after leaving school, in a small retail business. My then bosses father said (& I remember like it was yesterday), " treat every customer the same, and in a way you would like to be dealt with yourself. They may not be your biggest customer today lad, but you never know what tomorrow brings". I believe it's stood me in good stead since.
I try to chose the businesses I buy from on the same basis. If I get good service I'll deal with them. I'm not afraid to walk away if not.
On the basis of price & discount. If appropriate, I'm happy to ask for a discount, usually a polite "is that the best you can do me on that"? I'm constantly amazed at the discounts people will offer from a simple friendly question. Some people are actually too eager to give money away. If it's what I want and available, I'll happily buy at the full price, but you have to ask sometimes.
My business sells products which are far from unique. I always encourage people to pick up the phone and talk to me about price, but equally, I tell them that sometimes the answer will be "that's the best I can do". Both buyer and seller will always have their walk away point.
Now lets move away from the "price" and think about "value". Does what I am buying (and where I am buying it from) represent good "value"? If it does, pay the money, if not (as the OP) then there's potentially a discussion to have, but it should never be unpleasant from either side. I personally am happy to pay a little more than online from a local business if their advice & service "adds value". Many of my customers pay a small premium over what is available elsewhere because of the value we add, and service we offer as a business.
The point about people is absolutely key. My pal & I went to a LBS a couple of weeks ago, where I had received good service a number of years ago. The young lad we spoke to was not unpleasant in any way, but not overly helpful and we left empty handed. Goods subsequently bought online. A fresh requirement this Saturday just gone, and may pal suggested we go back. I suggested otherwise but was overruled. Dealt with by 2 different people and the experience was totally different. We spent a fair few quid between us and I already plan to go back very soon for some additional bits.
Let's remember also that the LBS is a business and has bills to pay. It's perfectly feasible that the jacket they had actually cost them more than the current online sales price and they weren't prepared to sell at a loss. A shrewd business person however would realise this, be aware that their stock was non moving and possibly be willing to barter.
Only time will tell if their business is a success.
Best regards
Steve
Andrew_P
In between here and there
I have the Evans main warehouse 5 mins drive away from work, I will only use them in extreme emergency, even if you just go in there and buy £5 bottle of oil when you get to the till they have to ask if you have shopped there before, then take your postcode and address really pishes me off, if I want them tracking purchases I should be free to choose with a loyalty card or some such. Also cheeses me off that they put huge security barcode stickers over the instructions.
Secondly they told me that I shouldn't be using my mid range Shimano RS80 to commute on when I took it in there to be trued, when challenged what is the differnce between riding at the WE and commuting that makes the RS80 "unsuitable" they couldn't answer me.
Secondly they told me that I shouldn't be using my mid range Shimano RS80 to commute on when I took it in there to be trued, when challenged what is the differnce between riding at the WE and commuting that makes the RS80 "unsuitable" they couldn't answer me.
Accy cyclist
Legendary Member
- Location
- The hills of Accrington
i bought a Scott bike from a dealer in Blackburn 12 years ago. They still sell mainly Scott bikes,so when i was in the other month i mentioned that i bought mine from there, and how pleased i was with it's performance over the years. The shop assistant just said "Is there anything you want or can i carry on with my repairs"? Totally brushing aside my comments!
Another time i was in there trying on a jacket that i'd had my eye on he said "You've tried that jacket on the other week, are you going to buy it or just keep trying it on"!
What is wrong with these people?
Another time i was in there trying on a jacket that i'd had my eye on he said "You've tried that jacket on the other week, are you going to buy it or just keep trying it on"!
What is wrong with these people?
Star Strider
Active Member
I know of at least one shop where the owner is nice to the local road club who shop almost exclusively with him and incredibly arsey with anyone else.
And yes he is expensive, not by internet standards but by that of other LBS in the county who offer a much better service and a better range of kit up to and incuding frame building.
I shall not name names but Mr Arseys shop is in the south of the county in the county town and the three other shops who are actualy nice to people are to the north of the county in another city.
And yes he is expensive, not by internet standards but by that of other LBS in the county who offer a much better service and a better range of kit up to and incuding frame building.
I shall not name names but Mr Arseys shop is in the south of the county in the county town and the three other shops who are actualy nice to people are to the north of the county in another city.
addictfreak
Guru
- Location
- Boldon, Tyne and Wear
There's a shop near me that I use occasionally, if I need something in a hurry. The owner is a nice guy and always has time for a chat, and his prices are pretty reasonable. I have asked him to price match items available on line in the past, he said no and said he gets asked the same question quite often. He told me he simply can't compete with some of the on line prices.
matthat
Über Member
- Location
- South Liverpool
I could write war and peace about what I think of Formby Cycles(merseyside)!! Needless to say I went to another nearer shop with a less bling shopfront but better well established business called MOSSCROPS (Southport) who i could also write war and peace about but in a good way! I now live 30 miles away from Mosscrops but will always pop in and say Hi to the owner and see if he has anything i'm after at the current time.Now looking for new LBS in South Liverpool!!
Brandane
Legendary Member
- Location
- Costa Clyde
I wanted to use my LBS; I really did. It was good to have an LBS, but unfortunately it is one of the many that have gone under.
The problem I found was that it was a small shop, and understandably did not carry a wide range of stock. If you wanted anything out of the ordinary, then it was never in stock. He would always offer to order it and promise that it would be available for the start of the following week.
That is all very well, but I can log on to any of a number of sites which will deliver exactly the part I am looking for, to my door, within 2 days normally. They are probably the same sites as my LBS would have used to get my part, and then added on his percentage as he has to make a profit.
I really don't know the answer. I would hate to see the end of the LBS, but they have to be competitive, and it must be hard when you are up against bulk buyers with low overheads.
The problem I found was that it was a small shop, and understandably did not carry a wide range of stock. If you wanted anything out of the ordinary, then it was never in stock. He would always offer to order it and promise that it would be available for the start of the following week.
That is all very well, but I can log on to any of a number of sites which will deliver exactly the part I am looking for, to my door, within 2 days normally. They are probably the same sites as my LBS would have used to get my part, and then added on his percentage as he has to make a profit.
I really don't know the answer. I would hate to see the end of the LBS, but they have to be competitive, and it must be hard when you are up against bulk buyers with low overheads.
