Two local LBS: Comparing customer service IMO.

RandG

I thought I'd share my thoughts on my two local LBS and how, in my opinion their customer service differed.

A couple months ago I went and picked a bike I liked the look of, colour/make/model all suited my needs, however, with that you need to to know it fits etc, and the usual, pedals. cleats and shoes. So the first thing they did was get the turbo out, and allowed me to "spin it up" go through the gears, and see how it felt, great I thought....let me get back to you on this.

A week later I went back and said, that's the one for me, but I need the aforementioned, pedals, cleats and shoes, oh and throw a hat in also. Now I already knew the price of the bike, and what the accumulative price of the "extras" would be, but I told the chap my limit. However after some breathe being drawn in through his teeth he agreed on my limit.

A couple days later I was back for the bike, pedals etc all fitted....Jump on the bike sir, we'll sort the seat etc out, on, off, adjustment here, on, off adjustment there....sorted. Hand over the cash/card, shake hands, away goes a very happy customer.

Now compare it to this week at another LBS.

My partner wants a road bike, she looks at two or three in said shop, they were very helpful etc, so after much discussion, she says, I'll come back in during the week, as I really fancy "x" bike there.

We pop back in on Thursday, first question I ask is, can she sit on it while on the turbo ?

Reply...Why do you want to do that!

Just so she can go thru the gears etc (she's never had lever gears) Ok, so they get the turbo out...has a small sit on it and a quick spin. Fine, that's the one for me, she says, but also need, shoes, pedals, cleats etc...they get the shoes in the next day (today) and we head off to pick up bike.

I ask about discount on the "extras" nope, sorry no discount, bearing in mind she's just spent over £1300. paper work done, paid, goes to get bike, pop your shoes on see how it fits.

No turbo out, small spin backwards, and seat post never moved, now I could see instantly the seat was too low, but never said anything, it's not my bike, it's not my money and I don't want to embarrass her in the shop, however, IMO the difference between the two shops was quite considerable.

Don't get me wrong, they were nice and polite to her, but no discount ? poor bike fit IMO ? not quite what I expected, regardless of how much she spent, am I wrong ?

Now I know there are some on here who know the shops I am referring to, and most probably know the folk in the shops concerned, but this is just based on my experiences recently, and don't wish this to taken the wrong way.

Captainlip

.....

CambsNewbie

2 LBS in St Neots..

One (long established). Book my basic model Boardman in for routine service to make sure everything is ok before letting other half use it for a 200km sponsored ride. Friendly service and hand over my £30 after collecting bike. The man tells me he's done a few adjustments etc, tightened brake cables etc.

Next day out on the bike doing about 45kph the front brake literally falls apart going downhill towards a parked car with a car coming the other way. Not happy!

Second new bike shop. Other half gets a new bike and is having trouble swapping the pedals over from old one. Pop into new shop, having never been there before. The guy stops what he's doing, swaps pedals over then refuses to take any money. When we insist, points at the pub across the road and says if you ever see me in there buy me a beer!

Guess which shop I use now!

RandG

Unfortunately, had the shop where I went had a bike in her size, I would've got her to buy there, but it didn't and she didn't.

sunburntknees

Why do you expect a discount? By all means ask, but to expect one... They are running a business, not a charity.

As for the seat height, can you not sort that yourself??? As I understand your post, you did not pay for a specific bike-fitting service and so I don't know what your complaint is.

RandG

sunburntknees wrote:

Why do you expect a discount? By all means ask, but to expect one... They are running a business, not a charity.

As for the seat height, can you not sort that yourself??? As I understand your post, you did not pay for a specific bike-fitting service and so I don't know what your complaint is.

Of course they are running a business, I know that, I also know that there are margins, and when spending £40, margins are very tight, when spending £1300+ I suspect the margins aren't as tight, so therefore, a fiver here or there goes down really well with the customer.

In regards the bike fit, I again refer to the £1300+ spent, the very least I would expect, is the service I received in another LBS, maybe you don't expect that kind of service, I don't know.

Mikey23

I love the guys in my LBS to bits and use them whenever I can. I do a lot of business there and generally get 10%. But I am also aware how much it costs to keep it stocked with the latest product. I also know that every penny they have is tied up in the stock and how difficult it is to compete against the Internet and the big chains

MountainMonster

RandG wrote:

sunburntknees wrote:

Why do you expect a discount? By all means ask, but to expect one... They are running a business, not a charity.

As for the seat height, can you not sort that yourself??? As I understand your post, you did not pay for a specific bike-fitting service and so I don't know what your complaint is.

Of course they are running a business, I know that, I also know that there are margins, and when spending £40, margins are very tight, when spending £1300+ I suspect the margins aren't as tight, so therefore, a fiver here or there goes down really well with the customer.

In regards the bike fit, I again refer to the £1300+ spent, the very least I would expect, is the service I received in another LBS, maybe you don't expect that kind of service, I don't know.

Still, expecting a discount, then saying poor customer service for the shop when you don't get one is a bit mad.

pinarellokid

i personally think the customer service is THE most important part

if i got a smiling face and a happy to answer any questions attitude i would always go there.

if you get a discount when spanking the plastic then all the better ...

but answer me this if you do spend £1300 and the seller knows the seat is too low, why shouldnt he take a second to set it correctly, the little extra service costs nothing and goes a long way to building a long fruitfull relationship with the customer. remember this is an expensive hobby we have

living in Manchester and coming from a MTB background i used to go to a big shop in bury,, out of 8 staff only 1 ever gave that extra amount of personal service, and i still remember him for it.

RandG

MountainMonster wrote:

Still, expecting a discount, then saying poor customer service for the shop when you don't get one is a bit mad.

No, that's not what I was saying at all. I posted this up on my experience on the difference between two LBS, at no time have I mentioned the poor customer service. The service I got in one shop was, IMO very much better than my good lady got in her shop.

I am comparing like for like in how I seen it, maybe, just maybe the service my girl got is par for the course and I just got lucky in the other shop.

giant_man

I have to say, I like your observations, comparing two different establishments, and I don't know what you expect from an LBS, but in my experience a 'spin' on a bike you fancy on a turbo isn't exactly the same as taking one out on the road. You are not going to be able to tell much from just spinning and going nowhere on a turbo, that's not exactly a test ride.

So in essence neither bike shop gave you much in the way of customer service imo. Why on earth couldn't you take it up the road, lots of bike shops can offer this, OK some can't and I understand why, but I wouldn't have bought the bike based on the kind of 'test' that was offered and you took up. I would have gone elsewhere. Just my opinion ...

RandG

Yep, that's a fair point or two, however, as much as it's all new to her, it is pretty much all new to me as well, and I never thought for a second about asking to "take it up the road"

Quite possibly in future that might be what I will ask, although I suspect the fact that the first shop immediately got the turbo out makes me suspect they probably would let me "take it up the road"

p1tse

I don't understand why some get negative when people ask for a discount

So you buy a house you asks discount

You buy a car you ask for discount and cheaper service pack or free mats!

You buy a new bed, mattress and headboard you might as for a discount for buying multiple items

You buy a tv and want a discount on stand as well

So why so negative on the original poster wanting discount when buying a high end bike wanting discount on shoes, pedals and cleats?


However if you knew the service she was getting wasn't as good or not setup, you should have mentioned it, that's the whole point of taking someone alone with you for second opinion when the purchaser probably misses out on details

mainsy

For me the reasons for using the lbs is for the service and knowledge they have to offer.
They generally are not able to compete with online prices and for that reason have to offer a little more.

When selling a bike, fit is the most important thing for every customer. So if they don't take the time to help set the bike up then they are no better than a faceless online store but more expensive.

Xherdan

If the service was good in the first shop and they gave you a discount, at least in part in order to encourage you to go there again, why did you buy the second bike from a different shop?

RandG

p1tse wrote:

However if you knew the service she was getting wasn't as good or not setup, you should have mentioned it, that's the whole point of taking someone alone with you for second opinion when the purchaser probably misses out on details

As I said earlier....

RandG wrote:

No turbo out, small spin backwards, and seat post never moved, now I could see instantly the seat was too low, but never said anything, it's not my bike, it's not my money and I don't want to embarrass her in the shop,

Had I made an issue of it in the shop, she would've gave me it big time when we got out of the shop.

Xherdan wrote:

If the service was good in the first shop and they gave you a discount, at least in part in order to encourage you to go there again, why did you buy the second bike from a different shop?

As I said earleir...

RandG wrote:

Unfortunately, had the shop where I went had a bike in her size, I would've got her to buy there, but it didn't and she didn't.

rolf_f

CambsNewbie wrote:

2 LBS in St Neots..

One (long established). Book my basic model Boardman in for routine service to make sure everything is ok before letting other half use it for a 200km sponsored ride. Friendly service and hand over my £30 after collecting bike. The man tells me he's done a few adjustments etc, tightened brake cables etc.

Next day out on the bike doing about 45kph the front brake literally falls apart going downhill towards a parked car with a car coming the other way. Not happy!

Second new bike shop. Other half gets a new bike and is having trouble swapping the pedals over from old one. Pop into new shop, having never been there before. The guy stops what he's doing, swaps pedals over then refuses to take any money. When we insist, points at the pub across the road and says if you ever see me in there buy me a beer!

Guess which shop I use now!

Not exactly comparable circumstances are there.

Bike shop 1 undertakes a service on a bike and apparently makes a mistake (we don't know because 'falls apart going downhill' doesn't explain specifically what actually happened to the brake). If a mistake was made, it's obviously a bad thing.

Bike shop 2 swaps pedals around for nothing.

Both shops were helpful. One was asked to do something fairly complicated and possibly screwed up. One was asked to do something extremely simple and did it for nowt. No reason to assume that shop 1 wouldn't have swapped the pedals for free and no reason to assume that shop 2 never makes mistakes. The key thing here, which we don't know, is what actually happened to the brake that failed and why and what bike shop 1 did about it.

Cleat Eastwood

It depends who serves you as well. I went to a big lbs, not my normal one to ask about headsets (the ones they stocked were pricey) and a young lad said "if we fit one you'll HAVE to buy it from us" I queried teh price etc, then the boss man came over, I chatted to him and he said no worries - buy it on line if its cheaper he welcomes the custom. Horses for courses I guess.

d4evr

I suspect I have shopped in both shops and for the record I would never go back to the one in the West End of the city as I have found them to be "not that interested" when I have gone in. I know I'm not alone in thinking this as others have told me the same thing, having said that I know other people who like the shop. The one in the East End I have found to be great any time I have used them. I do think both could do with having a bit more choice. Never used the one in the town centre. As it happens I reckon we could do with another in the Lochee area.

I do miss Brewsters and Woolers!

Mikey23

my LBS is excellent and is part of a small community so has to get it right. i always ask for a discount and generally get 10% as a valued customer. today i purchased a couple of mudguards and would have got the discount but for the fact that the shop might have to fit them for me if i mess up, which is fair enough. im old and lairy enough to always try some bargaining which sometimes works. is that your best price? is my stock phrase...

RandG

d4evr wrote:

I do miss Brewsters and Woolers!

Ahh Woolers, many a fond memory of that shop, I was like a kid in a cycle shop....oh wait..

mcjimbob

d4evr wrote:

I suspect I have shopped in both shops and for the record I would never go back to the one in the West End of the city as I have found them to be "not that interested" when I have gone in. I know I'm not alone in thinking this as others have told me the same thing, having said that I know other people who like the shop. The one in the East End I have found to be great any time I have used them. I do think both could do with having a bit more choice.

Hmm...odd because my experience with the two shops in question is the exact opposite! I guess it just depends on the circumstances.

d4evr wrote:

Never used the one in the town centre.

Bike worx? I believe he shut up shop in the summer unfortunately.

d4evr wrote:

I do miss Brewsters and Woolers!

+1 I'm sure I will be amongst many from the Lochee area who have fond memories of getting their first bike from Woolers. The old chap in that shop was a true gent. Remember going up with my old boy to get my green Peugeot "Viper" fitted - gutted that I had to wait until Christmas to pick it up!

(An odd place to put a first post maybe, I've been lurking this forum for about a year now, waiting to have something to say - Woolers did it for me ! Seems to be an ever increasing Dundee - and surrounding areas - contingent on here)

thegreatdivide

I know the two LBS RandG is on about.

The first one is my LBS and although I've never bought a bike from them they deal with all three of my rides and built up a bike I sourced from parts I found on the net. They can be a bunch of misrebale gits at times but I just take the pi$$ out of them. Seems to work wonders ;-) You can get a bit of cash off sometimes (a mate got a wad knocked off a new Giant) and after you shop there for a wee while you get a 10% discount on everything (I do anyway). This to me is what I want from my LBS.

The second is one of the city's oldest shops and I had a few bikes from them during my youth. When I got back into road cycling I naturally went there first. Big mistake. Poor impersonal service and their idea of fitting a bike to you is exactly as in the first post. At that time I was a total newbie roadie and in hindsight they basically offloaded stock on me. I ended up taking it back and demanding one that fitted. They weren't happy about this one bit! I've never been back.

RandG

I so glad to read these last two posts, as I thought it was only me that had an issue with the one in Stobie. I actually vowed never to go back after a dealing I had with the owner (I assume he's the owner as he's the eldest) The other two main guys seem fine to get on with, but him....hmmm best not put my thoughts down. Anyway, if it wasn't for my girl wanting the bike she bought, I wouldn't have went there.

Are you going tonight TGD ? I've no mudgards so not so sure.

thegreatdivide

Won't be out tonight I'm afraid. Waiting on my new back tyre to arrive after Saturday's mishap :-( My other bikes don't get to see rain ;-)

I'll be out soon...I bloody hope!

RandG

thegreatdivide wrote:

My other bikes don't get to see rain ;-)
!

Snob

d4evr

Yeah I suppose it does depend on circumstance. I have never bought a bike from either shop just odds and sods and Some repairs. The oldest one I have had excellent service from on every occasion, however neither shop offers good enough service to stop me now carrying out my own servicing, since I now have tools to carry out almost anything, that and YouTube. With that and online shopping I will rarely be back to either unless in an emergency. It takes allsorts eh?

Just to add the West End one does Trek, Nike, and other associated Pharmstrong products so that's another reason
for me to avoid it!! ;-)

#tinhaton

alihisgreat

CambsNewbie wrote:

2 LBS in St Neots..

One (long established). Book my basic model Boardman in for routine service to make sure everything is ok before letting other half use it for a 200km sponsored ride. Friendly service and hand over my £30 after collecting bike. The man tells me he's done a few adjustments etc, tightened brake cables etc.

Next day out on the bike doing about 45kph the front brake literally falls apart going downhill towards a parked car with a car coming the other way. Not happy!

Second new bike shop. Other half gets a new bike and is having trouble swapping the pedals over from old one. Pop into new shop, having never been there before. The guy stops what he's doing, swaps pedals over then refuses to take any money. When we insist, points at the pub across the road and says if you ever see me in there buy me a beer!

Guess which shop I use now!

There are two shops in St Neots?!


(p.s. doing small jobs for no-cash is pretty standard -> Eg I popped into my LBS to get them to adjust the gears quickly.. took him 30 second and then he was rewarded with my custom and i bought a bottle cage for £11.99)

RandG

d4evr wrote:

Just to add the West End one does Trek, Nike, and other associated Pharmstrong products so that's another reason
for me to avoid it!! ;-)

Do they sell EPO as well, could fair do with some, I'm rubbish.

Mikey41

It's the simple things that make the difference.

When I was looking at a roadie, I went to local shop that I'd never really looked at before. They mostly do Giant and Bianchi and on my first visit I was having a good browse around when I was approached. I explained what kind of bike I was after and likely budget and that I was looking at buying "in the next few months". She clearly knew what she was on about and then an ex-colleague of mine appeared! Turns out he helps run the place and basically agreed with everything the girl had said and offered 20% discount. I told him that at that price I'd buy straight away if the bike was right. Test riding would be no problem, he could get a frame built up for the next day so I could try two different sizes back to back.

So, I ride over the next day and another staff member is there waiting and rolls out the first bike, hopped on and got the saddle height set for me and checked that the fit looked alright. "there's a car park just up that lane to get used to it, go a bit further afield if you want to, see you soon." Decided on the smaller frame but left everything else stock, even though he was ready to start swapping stems if I felt I needed it.

Price agreed, I picked a couple of bottle cages and handed over the money, agreed I would come back in a few hours to pick it up. Got a lift back and they had popped the cages on for me, and I rode the bike home.

Would I have got that in my "local" (1 hours drive away) Evans? Unknown, but I have bought there and they were very helpful, they were out of stock of one item, but ordered it from the website for delivery there and then.

So, i agree that with the independents you will likely get someone more passionate about cycling, willing to go the extra mile (though it's not always the case) whereas with the big chains, it depends who they have in individual stores, some will be better than others.

NickintheLakes

Well to me no discount does not equal bad service.

£1300 is hardly a King's ransom and I doubt very much if the shop owners all costs/tax paid profit is that much on that amount.