Joys of Using LBS

kingrollo

took my bike into LBS last thursday - left my mobile number and told them to report to me - haven't heard a thing since - and the phone just rings out ....

No wonder so many of these shops don't last. I won't post the name of the shop - but it is one endorsed by quite a few local clubs - so my surprise - well no im not surprised - Ive only ever found one decent bike shop - but thats 20 miles from where I live - but will be back to them next time.

Anonymous

That's dissapointing.

I'm so lucky where I live I have a couple of excellent LBSs...

zanelad

I guess that for 3 out of the 4 days you've graciously allowed they were closed.

ride_whenever

we were shut friday, sunday and monday.

kingrollo

Zanelad wrote:

I guess that for 3 out of the 4 days you've graciously allowed they were closed.

Maybe so - but at least they could answer the phone - or have a voice mail telling me opening hours ? - is that to much to ask ?

Anonymous

Aaah, forgot about Easter as all my days are just a blur of inactivity at the moment, yes, that is too much to ask...

ride_whenever

If they are a small business then it is unlikely they'll be there when closed. As for opening times, you have them on the door so that the people who are coming in can see them.


Clearly you've been spoilt by huge internet retailers who never sleep

CiB

What did you ask for a report on? The weather? Any additional costly work? What they might have for tea on Friday? Just asking them 'to phone and report to you' sounds suitably vague, vague enough for them to suppose that as there's no great shock or surprise in store, that everything is going well and that once they've got the bits in, once they've made a start and discovered just how much work is really involved they'll get back to you, now that the Easter weekend is over. Not much to ask is it, rather than having a hissy-fit and announcing to the world that they haven't phoned you. How about you phone them? What if - god forbid - they didn't take your number correctly, or they've lost it? A LBS does that sort of thing sometimes, just like big shops like Evans did to me, so they said. It's not the end of the world.

kingrollo

ChrisInBicester wrote:

What did you ask for a report on? The weather? Any additional costly work? What they might have for tea on Friday? Just asking them 'to phone and report to you' sounds suitably vague, vague enough for them to suppose that as there's no great shock or surprise in store, that everything is going well and that once they've got the bits in, once they've made a start and discovered just how much work is really involved they'll get back to you, now that the Easter weekend is over. Not much to ask is it, rather than having a hissy-fit and announcing to the world that they haven't phoned you. How about you phone them? What if - god forbid - they didn't take your number correctly, or they've lost it? A LBS does that sort of thing sometimes, just like big shops like Evans did to me, so they said. It's not the end of the world.

Ive been phoning all morning. - the phone just rings out -I emailed my mobile number when making the original enquiry. so I know its not wrong. The point of my post is to highlight the perils of the LBS - I wouldn't name the shop, As I wouldn't want put anyone out of work - I do find ike shops pretty unfriendly places though - much like garage forecourts used to be until they cleaned up there act.

on the road

kingrollo wrote:

took my bike into LBS last thursday - left my mobile number and told them to report to me - haven't heard a thing since - and the phone just rings out ....

No wonder so many of these shops don't last. I won't post the name of the shop - but it is one endorsed by quite a few local clubs - so my surprise - well no im not surprised - Ive only ever found one decent bike shop - but thats 20 miles from where I live - but will be back to them next time.

Don't you know it was the easter holiday period?

kingrollo

on the road wrote:

kingrollo wrote:

took my bike into LBS last thursday - left my mobile number and told them to report to me - haven't heard a thing since - and the phone just rings out ....

No wonder so many of these shops don't last. I won't post the name of the shop - but it is one endorsed by quite a few local clubs - so my surprise - well no im not surprised - Ive only ever found one decent bike shop - but thats 20 miles from where I live - but will be back to them next time.

Don't you know it was the easter holiday period?

Yes - but most people are back at work today - most of the shops are open today. If they aren't open I don't have a problem with that - but surley a VM message isn't asking a lot - or just an update !

on the road

Maybe they were snowed under. It's sometimes easier to go up in person.

The bike shop that I go to, they give out repair tickets with expected completion dates, that makes it easier.

-liam-

kingrollo wrote:

on the road wrote:

kingrollo wrote:

took my bike into LBS last thursday - left my mobile number and told them to report to me - haven't heard a thing since - and the phone just rings out ....

No wonder so many of these shops don't last. I won't post the name of the shop - but it is one endorsed by quite a few local clubs - so my surprise - well no im not surprised - Ive only ever found one decent bike shop - but thats 20 miles from where I live - but will be back to them next time.

Don't you know it was the easter holiday period?

Yes - but most people are back at work today - most of the shops are open today. If they aren't open I don't have a problem with that - but surley a VM message isn't asking a lot - or just an update !

It is if they haven't been in the shop since you dropped off the bike? However.............

I do agree in principle with regards bike shops. I find that 2 out of the 3 bike shops in town (the 2 I refer to, you would regard as proper bikeshops) come across as being elitist and arrogant. The 3rd is a little shop that sells basic stuff and fix kids bikes from on the estates - these guys are the most helpful.

Last year I needed some brake pads for my mtb. Off to one of the shops mentioned. This is a proper shop that deal in high end racers and mtb's and all the clothes, protective equipment and bits you could want except they didn't have my pads in stock but I left the old ones with them and they would have a chat with their suppliers and order a couple of sets in and call me. No phone calls after 2 days so I called them. They said, "Sorry we can't get them" .....Bear in mind these are boggo hayes pads! Forget it I said. 5 minutes on the internet on my phone and I had ordered a set from Chain reaction that arrived next day.

LBS's can kiss my hairy arse cheeks from now on !

I've now got a full cycle specific tool kit and I have self taught the skills to fix my bike and I get cheaper parts of the internet when I want them. Lbs can go under as far as I am concerned.

kingrollo

-Liam- wrote:

kingrollo wrote:

on the road wrote:

kingrollo wrote:

took my bike into LBS last thursday - left my mobile number and told them to report to me - haven't heard a thing since - and the phone just rings out ....

No wonder so many of these shops don't last. I won't post the name of the shop - but it is one endorsed by quite a few local clubs - so my surprise - well no im not surprised - Ive only ever found one decent bike shop - but thats 20 miles from where I live - but will be back to them next time.

Don't you know it was the easter holiday period?

Yes - but most people are back at work today - most of the shops are open today. If they aren't open I don't have a problem with that - but surley a VM message isn't asking a lot - or just an update !

It is if they haven't been in the shop since you dropped off the bike? However.............

I do agree in principle with regards bike shops. I find that 2 out of the 3 bike shops in town (the 2 I refer to, you would regard as proper bikeshops) come across as being elitist and arrogant. The 3rd is a little shop that sells basic stuff and fix kids bikes from on the estates - these guys are the most helpful.

Last year I needed some brake pads for my mtb. Off to one of the shops mentioned. This is a proper shop that deal in high end racers and mtb's and all the clothes, protective equipment and bits you could want except they didn't have my pads in stock but I left the old ones with them and they would have a chat with their suppliers and order a couple of sets in and call me. No phone calls after 2 days so I called them. They said, "Sorry we can't get them" .....Bear in mind these are boggo hayes pads! Forget it I said. 5 minutes on the internet on my phone and I had ordered a set from Chain reaction that arrived next day.

LBS's can kiss my hairy ars* cheeks from now on !

I've now got a full cycle specific tool kit and I have self taught the skills to fix my bike and I get cheaper parts of the internet when I want them. Lbs can go under as far as I am concerned.

I think that's the only option. I did ask if I needed to book it in - 'nah just drop it in' - I did consider doing the work myself - but needed some extra tools - so decided to just get it done..so I thought.
I get the feeling when I do speak them - it will be 'we didn't have the parts' - 'the mechanic broke his arm' - 'we couldn't get you on your mobile'

shogunsteve

kingrollo wrote:

took my bike into LBS last thursday - left my mobile number and told them to report to me - haven't heard a thing since - and the phone just rings out ....

No wonder so many of these shops don't last. I won't post the name of the shop - but it is one endorsed by quite a few local clubs - so my surprise - well no im not surprised - Ive only ever found one decent bike shop - but thats 20 miles from where I live - but will be back to them next time.

I'm lucky too my local bike shop is 10 miles away but is brilliant.

I guess the ones that fail are destined to fail by the service they give.

My worst experience by far has to be with Mark Anthony Bikes who took a month to send some pedals and everytime i queried it they were rude and aggressive!!!

-liam-

Problem is, in my perception, is that alot of these little bike shops tend to see themselves as "Niche" or supplying a special trade, bit like a proper antique dealer, and they seem to develop an attitude that they are special and can get away with a lax approach to service because of that. Thats how it seems to me when I go in anyway. Sod em, I'll never buy anything from them again. Last time I went in they were selliing Shimano M520 clipless pedals for 39 quid !!!....I don't give a hoot about margins and overheads, no way on this planet, is a set of pedals that I can get for 20 quid on tinternet worth 39 quid in a bike shop. All they are doing is taking the piss out of people that know no better. In fact, I might go and plant myself outside for a day with a big placard telling unsuspecting customers that they are being ripped off.


desclaimer ; Obviously not all bike shops are the same and it would be unfair to tar them all with the same brush

shogunsteve

-Liam- wrote:

Problem is, in my perception, is that alot of these little bike shops tend to see themselves as "Niche" or supplying a special trade, bit like a proper antique dealer. Thats how it seems to me when I go in anyway. Sod em, I'll never buy anything from them again. Last time I went in they were selliing Shimano M520 clipless pedals for 39 quid !!!....I don't give a hoot about margins and overheads, no way on this planet, is a set of pedals that I can get for 20 quid on tinternet worth 39 quid in a bike shop. All they are doing is taking the wee-wee out of people that know no better. In fact, I might go and plant myself outside for a day with a big placard telling unsuspecting customers that they are being ripped off.

I disagree to some extent. Yes they do put too much on the price, but most of those M520s going for £20 have postage on top and most require you to return at your expence if there is a problem.

Yes, double the price is a bit much but overall I dont have a problem with paying more outright as those savings on the net are not always translated at savings when something fails.

Stone Glider

I agree with -LIAM-, Bike shops can exude the air of the old builders merchants in the 2 Ronnies' Fork Handles sketch. To someone like me, who is ignorant to the mysteries of the bicycle it can feel intimidating.
My LBS is strange, they follow you round the store when you say "I'm just browsing" and generally give the air of people who would be happier if you left, Now! They seem to stock lots of interesting stuff but I never get the chance to look at it.
Other stores, not so close are more accomodating and helpful, but they are not local.
The USP for a LBS has to be personal service, it is a shame not all appear to realise that.

Anonymous

Blimey, I must be very lucky then. Perhaps everyone who cycles should live near me!

SpinningJenny

I think it all depends on the actual individuals involved, rather than whether its an LBS or a (heaven forbid) chain!

For example, on Saturday I went to 3 different bike shops - one LBS and 2 chains.

One chain was fantastically helpful and couldn't give me enough info. The other, I walked in and there was one guy in there and 3 staff. Both me and the guy could have been invisible for all the attention we got. And we both walked out at the same time complaining to each other about the service! Finally, I went to the LBS that was due to close in 10 minutes. They had already shut the door and refused to let me in!

Like I said - depends on the individual staff.....

-liam-

Stone Glider wrote:

My LBS is strange, they follow you round the store when you say "I'm just browsing" and generally give the air of people who would be happier if you left, Now! They seem to stock lots of interesting stuff but I never get the chance to look at it.

That is exactly how I feel !...It must be an inerrant thing with bike shops !

One of the bike shops in town has an upstairs section but I'd never had the balls to stand all the stares and feeling of general suspicion as I make my way up the little wooden staircase to actually make it up there with out curling into a ball and sobbing whilst crying for my Mother

MrChuck

I'm prepared to give bike shops the benefit of the doubt when it comes to price. Maybe CRC can afford to buy stuff from, say, Shimano's distributors in multiples of 100 and get some discounts that a LBS ordering much less stuff can't. So it might be that higher sticker prices in the shop don't translate to higher profits on those parts for the owners. In that case I wouldn't really see that as 'taking the wee', since that implies they're cynically charging over the odds to see what they can get away with.

Of course that doesn't change the fact that you can get it cheaper elsewhere, but that's a slightly different argument I think.

Stone Glider

The next time I visit Shrewsbury I must climb those "wooden stairs". My friend in Shrewsbury is a social worker, she can come with me to protect from those staring shop people. Oh yes, I can be quite brave; providing that I have back-up.

fatandwheezing

My local one Cycle kingdom in Fleet is generally OK, but is just too small, more than a couple of customers and you can't really move - would really like them to relocate to one of the many vacated shops so they can stock a bit more stuff.
East St. Cycles in farnham have been pretty faultless, and I generally struggle to find things cheaper on the internet, and "the stairs" lead to the nice things!
Halfords are generally not bothered, and when I picked up my Focus I'd bought through C2W they took an hour and a half to find the paperwork.
Evans have been mixed, but I bought my shoes from the Deansgate branch and the guy there was very helpful.

roger_merriman

i think this is the point to mention i live 5 min walk from a nice old LBS very much of the fix it friendly type. i've had freebies before now and drinks in the local pub...

Frank the tank

My LBS (Pro bikes) is great, it's a one man band but the proprioter is a mighty fine bloke and knows some killer rides in Derbyshire.

Just been present at the birth of my latest bike, and hopefully I'll be taking it out tomorra to bed it in.

Mettan

Frank the tank wrote:

My LBS (Pro bikes) is great, it's a one man band but the proprioter is a mighty fine bloke and knows some killer rides in Derbyshire.

Just been present at the birth of my latest bike, and hopefully I'll be taking it out tomorra to bed it in.

Yep, agree with that sentiment - my LBS is excellent for the awkward jobs - doesn't charge much (got to know the guy a bit) - did a frame upgrade for ~ £45 - superb value - basically like having a new bike.

synchronicity

Here in Tenerife, I've found a truly great bike shop, gofis bici, which is not far from Puerto de la Cruz.

Granted I spend 5x more than the average client, but they treat me like a VIP.

Here's what a good bike should do for their loyal customers:
(I hope a few UK shop owners take note of this)

Firstly when I walk into the shop I always get a greeting using my first name.

They give me the keys to the cabinets, let me walk in to the storage room to collect my bikes, they offer to let me borrow some of their tools for a day and even give away a few things they don't have prices for (like shimano nipple keys that supposedly come with every wheelset and also the little steel 'button' that goes into octalink BB axles when removing them). More than once they've closed up around 20 minutes late for me... and once I got a Sunday invite (yet everything's normally shut here on sunday!)

They don't charge me for installing ANY parts I buy there and generally go out of their way to meet my needs. If they can't do a repair on the spot (and they often can) I'm happy to leave it there a few days & yes they diligently call up my mobile number to let me know things are ready. If they don't have the part on the shelf they're 100% willing to dismantle a part off one of their bikes on the showroom floor and they have done so for me in the past on more than one occasion. Oh and they continue to give me 10-25% off rrp without me even asking... hell... once they even gave me a lift home!

Above all else, I trust them because they are honest. I get the distinct feeling that THEY'RE ON MY SIDE, even though they are well aware I don't buy 100% of my stuff there. Keep in mind I can't remember the last time I walked out of their empty handed... and I'm in there every other week.

They're also open until 9:00pm every weekday, which certainly helps.

I sometimes buy from CRC and the like... actually moreso when I lived in Australia... back then I purchased almost everything mail order and never developed any alliances (allegiances?) with any LBS in the Sydney metropolitan region.

But in my business, sometimes I need things NOW! TODAY! Even yesterday!

But I believe service is a two way street. I'm always patient, polite and I never get angry, even though they might make a small and rare mistake. If I see they're busy, I usually keep out of their way until there's a quiet moment. When I see the mechanic is working on one of my bikes and is obviously tired or whatever, I offer to get them all a coffee (I always insist but they always refuse, but still it's the thought that counts, isn't it?).

All in all, I reckon if people supported their LBS's a bit more, it would enable them to provide a much better service than they do currently... right now it seems that most bike shops out there treat their customers the exact opposite of VIPs. There's not nerely enough mutual respect. :roll:

Barkiesnake

I must also be lucky as my local LBS "The Bike Shop" are brilliant. I took my bike in at the weekend because i wasn't happy with my position on the bike and they measured me up and did a spot on fitting and adjusting there and then, then when i tried to pay them they refused and said it was all part of the service. I ended up buying some cleaner and lube 'cos i felt they deserved some of my cash, then on Monday the rear wheel lost all tension and i had to abort a ride, took the bike in first thing yesterday and collected after work, wheel fixed and sorted again for no charge. Bike is only a couple of weeks old mind so didn't expect them to charge for the wheel, but the speed and efficiency of service was great and the staff are always very freindly and helpful. I hear many stories of people going in thinking they need a new part only to go back later to be told that the old one just needed fettling and paying far less than they had expected.

giant_man

Frank the tank wrote:

My LBS (Pro bikes) is great, it's a one man band but the proprioter is a mighty fine bloke and knows some killer rides in Derbyshire.

Just been present at the birth of my latest bike, and hopefully I'll be taking it out tomorra to bed it in.

Any contact details or web site for this lbs Frank the tank?

guilliano

In any LBS (as in a chain) the service will depend on a few things:

The individual you are served by.... not all staff are sh1t hot on everything and some could be new or lacking training, or god forbid, just plain rubbish

The attitude of the manager/owner of the shop. Some are just interested in taking money, some are interested in offering a great service in the knowledge it will create a new repeat customer. Some are obviously schitzophrenic and if you catch them in a bad spell it affects all the staff and leads to a bad service at that moment in which case you are just unlucky

The attitude of the customer! If you treat the staff like crap they are inclined to do the same. Having worked in retail for a lot of years my experience tells me it's always the ar5eholes who seem to expect to be treated like gods, but it's the nice, friendly, understanding customers who get that treatment....... not the ones who walk in demanding everything.

As for the pricing thing on the M520 pedals....... £39 is the current RRP and the shops are paying a hell of a lot more for these than they were. If you can get them for £20 it is old stock that was bought in before the prices started going up a few months back and so can be sold at the lower price