Two local LBS: Comparing customer service IMO.

Bunneh

There's a number of cycle shops in Bolton. the worst one I have ever used is almost on my doorstep. I took my aging road bike in a couple years ago, asked them if they would take a look at it and they said they would, once I paid £10 fee to put it on their waiting list... I got the bike back, 4 months later, chain was rusted, cassette was same - looked like it had been left outside. They never even managed to get the bottom bracket out which is what I wanted. It was too 'hard', I got it out myself...

The guy who runs the place never leaves his laptop, just sits there most of the day. Don't think he cares about customers in the front door, rather people who order online.

I now go to my local council run cycle scheme and the guy there is always happy to help, and he's a bloody volunteer!

In regards discounts, MK Cycles gave me a set of SPD pedals and half price on a set of shoes when I bought my Scott in 2010.

charlie_potatoes

NickintheLakes wrote:

Well to me no discount does not equal bad service.

I agree. If you squeeze somebody too hard on a deal you may get a bad service due to lack of profit and loss of good will.
To me a good deal is where both parties are happy and for me to be happy when spending over a grand on anything I need some sort of discount/freebies

Mikey41

NickintheLakes wrote:

Well to me no discount does not equal bad service.

True. The service is making sure it's the right bike for you, it fits right, it's built and adjusted properly and ready to ride, ensuring you have everything you need, the feeling that nothing is too much trouble.

If I had not been offered discount (I didn't ask for it) I would still have bought there, I would just have had to wait a couple more months to save up the cash.

TGR

My recent visit (and first visit) to my LBS was quite surprising to me. I went there with the intention of buying two tyres and tubes for my old bike and came out having paid a deposit for a brand new bike! I then had to return to buy the tyres and tubes!! The shop (in Portglenone) has great staff and they were able to direct me to a bike which suited my size and pocket - there was a great deal of discussion about my actual needs and i realised that i would not be entering any races etc for the forseeable future and therefore the 'weight issue' did not mean much to me. The extra kilos i carry at my waist would never be compensated for by carbon shoes.

The ability to speak to someone and discuss your needs is the important bit about the LBS - the internet does not really give you this option - unless you post numerous times on forums such as this and then you are at the mercy of advisors who may not know that much. (EDIT - having just read a post about 'Try a Saddle' it appears that the internet is trying to catch up with the LBS and this seems like a good idea) I have dealt with our local Halfords a few times and i should say that the staff were excellent but they did not have the knowledge of the LBS staff - this is understandable given the vast array of products which Halfords sell.

I think the important bit about a LBS (and indeed any local shop) is the ability to ask questions and, hopefully, to get some good advice - if staff have a poor attitude i would not go back. I think that although some things are available on the internet slightly cheaper than in a LBS, the additional cost is worthwhile IF you get the correct advice and are not left with a feeling of bewonderment - as happens me often when reading cycling forums where my knowledge base is very low. Good customer service should always be worth a little more money.

On a final note, having spent £1000 (£970 more than my original plan) on my bike and new gear, i left the shop with a smile on my face - a smile which persists as i look at my new bike. And, having checked prices for my new gear on the net, i found that my LBS was cheaper! I will be back.

Loretta Damage

I always get great service in my LBS, sounds advice when buying and they always follow through on a promise to call with an update/price/advice as requested. I suppose that it helps that I'm a member of the club that is essentially run by the shop but everyone who I've recommended the shop to has come back with a positive comment. They didn't even take the piss too much when I had 4 punctures before getting 30m from the shop prior to Saturday's ride out!

nweststeyn

RandG wrote:

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.

Aw come on now, let us name names since nothing libellous is being said.

My experience of Nicholsons Cycles is one of a rude, dismissive, uninterested bunch of chaps whose reputation as the citys best bike shop allows them to continue trading. Every time I've been there I've received terrible service except on once occasion when a lady member of staff was helpful. Every time I've thought to myself 'must support LBS, must give benefit of the doubt' but it never gets better. I took a wheel with 2 broken spokes there and was met with a tut and a sigh. The most worrying incident was when a friend was looking to buy a Cervelo frame and tried to haggle the price down. I totally understand if they arent willing to lower the price but the staff member seemed to take it personally and started to put on some kind of macho display of dominance where he theatrically stretched and started to flex his muscles. Weird.

Spokes on the Perth Road sometimes have an air of grumpiness but once you get chatting they are alright and the important thing to me is when I have taken items in for repair, they've always been willing to do the job and do it quickly. When I brought the same wheel in there they had it fixed within 2 days.

Nicholsons, whilst clearly good for some, aren't getting another penny from me.