LBS competition and customer service

[GLC1968]

I live in a small town where biking is a pretty big deal. We are blessed with two good sized local bike shops and a few other small specialized ones. Of the two bigger ones, one is the largest and has been around for 30 years and prides itself on catering to the cycling enthusiasts (they carry the higher end stuff and also sponsor the local racing).

Just last week, Performance Bike opened a huge store in our town. The location they picked is less than a quarter mile from the big shop I mentioned above. When I test rode both the bikes I bought at the LBS, I test rode them in the parking lot of the building that now houses Performance Bike...that's how close it is. Plus, Performance is on the main road and the LBS is on a side street. There is a lot of local bike club email traffic about supporting both of the original LBS's instead of Performance.

DH and I both somewhat were welcoming Performance because we think it will do 2 things....1) it will force the local shops to get their prices more in line with what's out there (we expect it to be higher...but in some cases is astronomical) and 2) it will force both LBS's to focus a bit Personally, we would much rather give our $ to the local shops when we can, but we also don't plan on paying double for something unnecessarily, of course.

Ok...so last week Performance opened. Everyone is buzzing about it and 'Oh, the poor LBS's'... So coincidentally, on the day it opened, DH bought me a bike from Terry (online). We have no Terry dealers within 50 miles. I immedately contacted the bigger of the LBS's since I've done the most business with them (purchased 2 new bikes from them in less than 2 years plus countless parts and accessories). They told me that they would do it (hesitatingly), but that it would be a $150 assembly fee. When I gave the owner's name and number to the woman at Terry and she called them, they told her that they wouldn't do it. Frankly, I'm furious. Yes, I understand that they don't want to take responsibility/liability, but at the same time, you'd think that they'd be thinking about what this means in terms of their customer service and the competition. Am I wrong for being annoyed? It's not like I'm asking them to do anything illegal!

My company team for our local MS 150 was going to go to this particular shop for sponsorship this year, and now I'd rather not. I'm the person in charge of member relations and new recruits and frankly, I no longer want to send my new recruits to that particular store to outfit their bikes. Am I being petty?

I guess the reason I'm annoyed is that the other LBS (which is actually a small chain of 2 stores...one here and one about 45 miles away) agreed to take delivery of the Terry and assemble for me. I would rather send our team members to them (they've always been really nice and helpful, too...they just don't carry the bike brands I like).

OK, I'm sorry this got so long. I guess now that I see this all out, I really see that I obviously shouldn't take it personally. I'm a big stickler for customer service (after spending most of my life in the service industry in one form or another), so this gets to me. Anyway, I guess I just needed to vent. Tell me to go away and I will. :p

[bcipam]

Now you know why I support the small,independent shops and not the big chain stores because the only thing they have going for them is customer service since they can't meet prices of Performance or carry the amount of product like larger stores.

BTW, I don't see how a Performerance opening in your area is helpful. They don't usually carry the good, top end products like smaller stores. Yes their prices are low, but sometimes so is the quality. I have 3 Performance stores nearby and don't shop at any of them. They never have what I need.

[mimitabby]

why should you go away? I can't figure out why the bigger store turned down your business. Well, go to the smaller places.
I live in Seattle, where we have bike stores in every corner, some close to others. We like to go to most of them. but if we aren't well treated, we avoid THOSE stores.

At least (for now) you have a choice!

[Triskeliongirl]

I hope the small shop is *not* charging you an assembly fee. The deal they get with terry is that terry pays them the assembly fee. Terry also gives you X days to return it if you don't like it and be sure the shop doesn't give you a hassle about that. But, to be honest what the big shop didn't like is that they wanted you to have them order the bike through terry for you (even if not a terry dealer they can do this) and then they would have made more money on the deal. This was how it worked with my bike, but at least the shop was really honest that this is how they do it (but they are a terry dealer, even though I was referred to them from terry and not the other way around). Terry was very agreeable.

p.s. a local perforance is bad. no you have to pay sales tax online which you didn't before if there wasn't one in your state.

[Trekhawk]

Ok...so last week Performance opened. Everyone is buzzing about it and 'Oh, the poor LBS's'... So coincidentally, on the day it opened, DH bought me a bike from Terry (online). We have no Terry dealers within 50 miles. I immedately contacted the bigger of the LBS's since I've done the most business with them (purchased 2 new bikes from them in less than 2 years plus countless parts and accessories). They told me that they would do it (hesitatingly), but that it would be a $150 assembly fee. When I gave the owner's name and number to the woman at Terry and she called them, they told her that they wouldn't do it. Frankly, I'm furious. Yes, I understand that they don't want to take responsibility/liability, but at the same time, you'd think that they'd be thinking about what this means in terms of their customer service and the competition. Am I wrong for being annoyed? It's not like I'm asking them to do anything illegal!

My company team for our local MS 150 was going to go to this particular shop for sponsorship this year, and now I'd rather not. I'm the person in charge of member relations and new recruits and frankly, I no longer want to send my new recruits to that particular store to outfit their bikes. Am I being petty?

I guess the reason I'm annoyed is that the other LBS (which is actually a small chain of 2 stores...one here and one about 45 miles away) agreed to take delivery of the Terry and assemble for me. I would rather send our team members to them (they've always been really nice and helpful, too...they just don't carry the bike brands I like).

OK, I'm sorry this got so long. I guess now that I see this all out, I really see that I obviously shouldn't take it personally. I'm a big stickler for customer service (after spending most of my life in the service industry in one form or another), so this gets to me. Anyway, I guess I just needed to vent. Tell me to go away and I will. :p

No I dont think you are wrong to be cross. I just dont understand it when a smaller business does not have great customer service. I will change shops if the customer service sucks and I have. The shop closer to me just did not seem to care and between my husband and I we had spent a fair amount of money there. So I now go to a bike shop about a 20 min drive away but the customer service is so much better. As far as putting your bike together I dont really understand their problem. When my husband purchased my new bike he got it online because this particular company offered great discounts for serving military personnel (they are based in Arkansas right next to a big base). This deal was so good nobody around here could match it. Anyway sorry to ramble but he got it online and then I took it down to the bike shop I now go to and they put it together and made sure the bike fit was good. Now these guys do stock the bike I purchased online but they have never given me a hard time about it and I keep going back to purchase other stuff so I guess everybody is happy. My bike assembly did not cost $150. What I have learned from this is that not all bike shops are equal and you may need to shop around for a good one. I would take your business and money somewhere else.

[Pedal Wench]

Don't forget the new REI that just opened in town too. A good friend of mine is the manager, so I hope she, and the store, do well. REI has a nice cycling department, but more importantly, their customer service is outstanding. I don't know who she hired in their shop, but in Atlanta, one of the best wrenches in town works at REI.

[GLC1968]

Oh, we've always had a Performance in our state...so no saving on tax for us!

To clarify, the 'big' LBS is still a small local store. They just happen to be the most visable in our area (until Performance moved in).

I think the reason we have issues with that LBS and their prices is that they charge nearly double what you can find online (at major retailers) for the identical saddles, lights, pedals, helmets and a few other things. It's beyond ridiculous. Clothing and bikes?...totally reasonable (maybe a bit higher...but understandable). It's just those few things that are WAY out of line. Our theory is that they nail the newbie who gets the bike and then 'needs' all that other stuff immediately and doesn't think to research first. They get you with add-ons. Of course, the experienced cyclist either already has that stuff, or they know what they want and what they should pay, so they aren't the ones getting nailed (and they ARE the vocal ones in the local scene) so it doesn't really get noticed all that much. I think because we are recent 'newbies' we are a bit more sensitive to it!! ;)

Just our theory on it all....we still do business with both local shops whenever we can! :) Oh, we also just got an REI a month ago as well...so the local shops better get their act together!

[GLC1968]

Don't forget the new REI that just opened in town too. A good friend of mine is the manager, so I hope she, and the store, do well. REI has a nice cycling department, but more importantly, their customer service is outstanding. I don't know who she hired in their shop, but in Atlanta, one of the best wrenches in town works at REI.

You beat me to it! We were anxiously awaiting the opening and we've been there way too much already! Luckily, for our LBS, I'm as tempted by their camping equipment as I am their biking stuff! ;)

[Cassandra_Cain]

Um, GO AWAY!






I'm joking :)

You are quite right to feel upset with the situation. A smaller shop is probably not going to be competitive in the price department with the chains or outfits like performance/nashbar. Then they really need to be excellent at how they treat their customers and have a good service department. Otherwise, why shop there?

I want my dollars to help stay in my community but I am, (and I'm guessing you too like most of us), not independently wealthy. I can't and won't pay 50% higher for things and then get so-so treatment from the store. Last week I went to a local shop to look for some winter booties (shoe covers) and despite there being 3 employees in the store, not the one helped or even acknolwedged my presence. I half-wondered if I could have walked out of the store with the booties and they not even notice. That's how oblivious they were!

I've noticed some of the local shops here really do have a mom & pop operation. Others though, like the Trek stores, seem to be run by people with a lot more money - at least in this town where I've met the owners of all the Trek stores.

[Offthegrid]

I think it's well-known on the boards by now that the bike shops in New Jersey treated me like !@#$!.

I personally would give a ton of business if I could find a friendly LBS that would answer my questions without an attitude.

When people whine and moan about, "Oh, chain stores are killing mom & pop stores," they forget that chain stores got to be large to begin with by offering good service as a good price. I'll gladly pay a reasonable amount more at a local store, but the service better be darn good.

[caligurl]

ya..... i "learned my lesson" on buying bikes from performance.... EVERY time my dolce needed to go in the shop.... i had to pay! (well... part of that cuz performance was 2.5 hours away.... so we certainly weren't going back there for every little problem!)

so when i bought ruby.... i got her at the "lbs" (still an hour away... palm springs cyclery... but closest specialized (and trek) dealer!) the FIRST time i paid anything for her was a couple weeks ago... her cable broke.... $13.00 (included installation).... FF to the next weekend... last weekend... and the other cable broke... took it in... they fixed it and only charged me for the cables.... no labor! (and i get free tune ups for life... one of their perks!) i also get a discount on everything i buy there, now!

granted i still get good deals at performance (i.e. the recent $20 off $50 coupon with free shiping... that i used the heck out of!) but i LOVE my lbs! they take good care of me and hubby..... and they are good people!

[Tuckervill]

>>When my husband purchased my new bike he got it online because this particular company offered great discounts for serving military personnel (they are based in Arkansas right next to a big base).<<

Mind telling me who this is?

My son is looking for a bike, and he's a veteran and uses the base for everything (you must be talking about Little Rock AFB).

Thanks,
Karen

[Trekhawk]

Hey Tuckervill - I just sent you a PM with the details.:)