Customer Service [Archive] - Women's Cycling Discussion Forums

WhirlyGirl

11-18-2007, 11:04 AM

Hi I am brand new to this group and excited to get some good info and share some insight as well.

I have a first question. We own a bicycle store in southern AZ, I have just began working there although the store is 11 years old. I am setting up a corner of the store just for females so I'm hoping you can help me out with what to put there and what services to offer.

1. What if your must have item besides a bike?
2. What do you look for as a woman in a bike shop?
3. Are you "sold" on items in the shop or do you do your studies and know what you want?
4. What service in your local bike shop is a "must have"
5. Is it important to you to be treated as a female cyclist for clothes, bikes, accessories.
6. Are you attracted to other items in a shop besides cycling items, such as high end strollers, natural body care/sunscreen/salves or would you be if they were available.

Thank you so much for your help! And feel free to add any "negatives" you expereinced as well as anything else!

Make it a Great Day
Whirly Girl

Tuckervill

11-18-2007, 11:09 AM

There are lots of threads about bike shops here--you might want to search.

If I could frequent your shop, I'd like for the bike clothes for women not be the type that only fit size 0s, please. It's cool to have the latest and greatest, but I think you'd sell more of the basic stuff in real world sizes. It would be an excellent way to make sure the new cyclist doesn't get exasperated at how little is available locally (a regular occurrence for me) and quit cycling altogether.

In other words, cater to newbies. It's how you get new customers.

Karen

WhirlyGirl

11-18-2007, 11:20 AM

Thanks karen, I was just reading the threads on losing weight and I thought the same thing, larger sizes! I've been riding for only over a year and am a "hefty" girl myself so really a goal for me is to show women that they can ride, ride comfortabally and get in great shape with this sport!

Thanks again for your input, and I'll check out some of the cycling shop threads.

lph

11-18-2007, 11:30 AM

Well - to take a negative first - the thing that pisses me off more than anything is if the high-end stuff is all for men, and the specific women stuff is all mediocre. I know demand is less, but still. I enjoy good design and a feminine look to a certain degree, but function is a lot more important.

Being a commuter I really appreciate shops that cater to commuters, and will fix a flat or adjust brakes or derailleurs during the day while I'm at work.

And I'd be interested in cycling-related products like sunscreen, anything that would be useful on a ride.

onimity

11-18-2007, 11:50 AM

Agree that there are some great threads here with a lot of suggestions.

But I really actually dislike it when there is a 'corner' for women... there is one store here that does that and I find myself cramped in the corner realizing how much of the store wasn't designed to apply to me. Make a section of your clothing for men, a section for women. Same with saddles. Put WSD bikes in with the rest but mark them as such. Don't overcrowd your store. If I want a trailer, I'll ask if it can be ordered, but I won't go to a bike store where I can't bring my bike in and walk around easily. Hold maintenance classes and encourage women to attend. Encourage your staff to treat women with respect, even women that don't look like cyclists.

Anne

KnottedYet

11-18-2007, 12:50 PM

Mix the women's stuff in with the mens.

I don't have cooties, so I don't need to be put in a corner. At least not very often...:p

Get someone who KNOWS how to measure for saddles. Not just one of those Specialized butt-o-meters, an actual PERSON with a TAPE MEASURE who knows how to measure a pelvis and isn't afraid to do it! Someone who understands how to tell when a saddle is likely to fit or not. (eg: "Yes, ma'am, you have 155mm sit bones, but you won't get the best fit from that 160mm saddle. Let me show you this 175mm saddle, and here's why...")

Stock some of the saddles in the hard-to-find sizes. Don't lose a sale by telling someone, "oh, you really need something like a Brooks B68, but we don't have that." Stock the B68! Stock the B68-S in case someone prefers a short nosed saddle. And don't just stock those puffy wide over-padded misery-makers, stock "real" saddles. Women don't need more cushion, they need more width!

(saddle selection and mis-direction is one of my pet peeves, can you tell?)

Blueberry

11-18-2007, 12:54 PM

Or, even if you can't stock the B68 and the B68S, make sure your folks know HOW to order something and that they're willing to do it. When my shop offers, I usually take them up on it, even when I could get it for less mailordering myself. I *know* I can't mail order bike repairs, and I want my shop to be there:)

KnottedYet

11-18-2007, 12:57 PM

Encourage your staff to treat women with respect, even women that don't look like cyclists.

Anne

ESPECIALLY women who don't look like cyclists! We're the ones that need an LBS, and will be loyal to an LBS who treats us right. We will fall in love with cycling and send our friends to our LBS. The woman who doesn't look like a cyclist might be the most devoted cyclist in your shop!

(I can't tell you how weird it was to go into a different LBS with someone who routinely does 600 mile rides, and both of us were treated oddly because we don't look like *cyclists*. This happened at two shops in a row, we didn't buy anything, and we went back to our LBS in shock. It was quite an eye-opener!)

Thorn

11-18-2007, 01:46 PM

Yep...treat me the same, but know that I'm different. The roads I ride are the same roads as the men. Many of the guys are faster, but some are slower than me. I ride for some of the same reasons and I want a bike for the same range of reasons.

The differences comes in size. Make sure there is someone who understands this and can help. As mentioned, saddles are a big one (heck, even saddle manufacturers don't seem to get it, sometimes), but also handlebars. And, of course, bikes. But, please don't put me in a corner....

But, most important, is attitude. Don't assume women want hybrids and cruisers. Talk to the women. Ask them questions. And treat them like intelligent consumers. Yes, I will do research before buying, but help me out by giving me ideas of things to look for. Stretch me by giving me ideas I hadn't considered. If I'm buying a bike, make me test drive above and below my price range so that I understand what I'm buying.

KnottedYet

11-18-2007, 01:54 PM

Don't assume women want hybrids and cruisers.

Don't assume we all want high end strollers, either. My teenager just won't fit in a stroller anymore. And when we did pull him behind the bike, it was usually behind his DAD'S bike.

Perhaps men would be the ones most interested in strollers? :D Instead of boasting about how they reduced bike weight with hollow carbon titanium dilithium kryptonite brake levers, they could be boasting about how much weight their baby gained and how it hasn't slowed 'em down a bit!

Zen

11-18-2007, 05:02 PM

+1 for Knott

Trek420

11-18-2007, 05:58 PM

(I can't tell you how weird it was to go into a different LBS with someone who routinely does 600 mile rides, and both of us were treated oddly because we don't look like *cyclists*.

Was that me? Probably me, I've done done ALC 5 times including crewing twice which is harder than riding. MM_QFC here's done more AIDS rides than I can count anyway..... It's not routine, it's very hard but I seem to have figured out how to get my aging bod up and over that ride ('cept this year when it was a true challenge).

We went to a shop advertised as a leading distributer for Surly and a shop I still think of as good.

I wanted to test ride a LHT, I know why and which bikes I'd compare it to and so on ..... they have never heard of Surly ("oh really? Their site/your add says you stock them) they try to sell me another bike as if I won't know the difference.

You had to see the wrenches jaw drop as Knott explains the difference between the bike I want to try and the one they carry including gearing, frame composition and manufacture, standard kit and wheels, sizing and fit why it's preferable :cool: :rolleyes: ;) :D .... it's not that the bike they have is bad, I've considered it but want to try the this and yes, I know why.

I'm 51, I'm not skinny, I don't look particularly fit .... that is until you're passed out at the last rest stop of a century and I breeze in, top off the water bottles and head out and you're thinking "didn't I pass her on this hill and that hill and ...."

Treat us like riders. Don't talk down to me, don't talk over me, just talk to me.

Lastly there is no formula of what gewgaws and we want, get this on aisle 4 and that on aisle 5 and women will beat a path to your door. Most of us are pretty sick and tired of everything with hibiscus on it :p My favorite shop is tiny and his focus is on building bikes, not a lot of stuff. But when I can not find gloves in extra small ... he finds them and orders, if there's anything I need ... he gets it. That's why I keep going back.

All riders, any gender, want and deserve good service.

rhiannon008

11-18-2007, 06:06 PM

In my opinion, a must have in any shop is female employees with real riding and technical experience. In the area where I live there are a ton of shops to choose from, but very few women wrenching or dealing in high end sales.

I think it stands to reason that women may feel more comfortable shopping in a place where a staff member actually understands their unique needs and have used alot of the equipment themselves. Let's switch the scenario up a bit, would most men feel AS comfortable in a shop exclusively owned and operated by women? Judging by the fact that I have yet (but would love) to see this, I would say the answer is no.

Eden

11-18-2007, 06:09 PM

Don't worry, its not just you. I can walk into certain stores in my (real) state championship jersey and still get treated like I have no clue about what I want.

Trek420

11-18-2007, 06:11 PM

Don't worry, its not just you. I can walk into certain stores in my (real) state championship jersey and still get treated like I have no clue about what I want.

Yeah, but you look like a cyclist and athlete :)

Eden

11-18-2007, 06:16 PM

Yeah, but you look like a cyclist and athlete :)

and they still treat me like I don't know a thing........

Not at every shop of course, but at some of them I can just expect that kind of treatment.

smilingcat

11-18-2007, 06:38 PM

I hate it when the sales person or mechanic don't take me seriously. I do most of the "wrenching" myself. And I do know what I'm talking about. Well most of the time. And I prefer to talk to another woman who knows what she is doing. Personally, I don't care if she is a lesbian, its perfectly fine with me. And don't put me in a corner. I'm not a second class citizen. I may be a minority but not a second class person.

Also I would like to see some decent cloth. Not for some waif or twiggy. You can't ride if you are twiggy. Oh a fitting room would be nice.

the LBS I like is a shop where they treat me like one of the boys. The mechanics and the owner treat me like someone who knows. I ask for something and its never "are you sure?" or "do you know how to install it?"

Another shop I like happens to have a butch (oops naughty word, sorry to web master). She's pretty cool. When I asked about a groupo, she suggested SRAM FORCE, DA or Campy Chorus/Record and skipped over 105/Sora/Centaur. She and I had been talking about a Tom's Farm TT course and Santiago Canyon TT course... the gal is also on the shop sponsored race team.

I prefer sales staff to ask questions first instead of assuming. it's just so condescending.

As for strollers keep it out. If I need one, I would go to a mall and not look in a bike shop!! And if its a trailler for the back of the bike don't put it with the women stuff. Generally men pull the trailer NOT US.

If you decide to go high end do carry women's high end bike like Orbea Diva. Or atleast be in touch with the distributor who can get you the bike.

sorry but these are my peeves.
smilingcat

sbctwin

11-19-2007, 04:05 AM

WhirlyGirl

11-19-2007, 04:11 AM

Wow, I'm impressed at the many responses and the great thoughts!

I do have to say the idea behind the "corner" came almost two years ago when I myself started riding. Our shop had everything it needed but on a small and limited basis, we have just finished doubling our physical space and have room for a "corner" but it is really a section of the store the space size is 15x20 and will have Womens specific information, products, clothing. Bikes will be racked with other bikes. It's just a space I want women to come to to feel comfortable, it's right by the dressing room, the wall is a different color etc. Definately DONT want anyone to feel they have cooties. But my main thought was for those women that aren't packing on huge miles, may have weight to lose, are unsure of what they are getting into, that they have a place that is comfortable with the products they need. We have a very large store with a great reputation with hard core and family types, this is our "missing link" I want the wives/moms of our current clients to be riding!!!
I will take extra caution in making women feel superior here, not a second class citizen!! Thank you all again for your input on this!

WhirlyGirl

11-19-2007, 04:13 AM

Have smaller bikes on hand for us 'shorties':rolleyes: . I was sold on my LBS when they had a couple of smaller bikes (with 650c wheels) for me to try. Clothes for women who aren't twiggy, never was and never will be. But also, clothes that are 'reasonably' priced. Anymore, prices are so steep, I don't know how people afford it.

We were typing at the same time! I agree about prices, I just put in a big clothing order last week, I was SHOCKED at my wholesale price!!! And yes I did get L_XXL too. Great suggestion on smaller bikes in stock!

short cut sally

11-19-2007, 04:13 AM

I agree with tuckerville, get real sizes. There is nothing more discouraging than going into a bike shop and the only size of clothing they have is size small. Ok, my arm might fit into the body of the shirt. I would love to support the local shops, but size small...come on. They reply, oh, we had other sizes in that color/style. Well, get more than! And different ranges of quality of clothing (thinking more shorts/bottoms here) so someone can see the differences in chamois and have someone that can explain that not all chamois are made equally. I like colors and prints and agree that everyone doesn't like that style or color so get different assortments or at least supply a catolog or pictures of what can be ordered. I agree, the corner thing is horrible, reminds me of grade school and the dunce cap. One bike shop that I go to has the womens seperate from the mens section, its decorated where the rest of the shop is plain, and the dressing room is right there too, and its kinda like its own floor/section vs. "just a corner". AND there is nothing worse than going into a bike shop to get something for MY bike or have something tweaked on MY bike and if my DH happens to tag along, who do they talk to and explain yada yada to? It aint ME! Hello..I"m the one who's bike you're working on-talk to ME. OK, I'm off my soapbox now. Good luck with the bike shop. Keep us updated on how you do, etc.

KnottedYet

11-19-2007, 05:12 AM

Women's clothing section - yes
Women's gear section - no

Segregate the clothes and use that lovely 15x20 space to house the biggest darn women's clothing section in the entire state! That's where you'll get some impulse buys. "Look, dear, they didn't have this at Performance!" or "Wow, this is cool and it's in MY size! And there are 3 colors to choose from!"

But please don't put the "women's" helmets in there, or the pink Serfas floor pumps, or the pink pedals or baby blue cranks, or the wider "T" shaped saddles. Mix those in with the rest. Some women don't *need* a wider saddle. Some men do. Some don't *want* the uber-phallic pink floor pump. Some women have heads that don't fit in tiny helmets. Some men have heads that are too small for a "man's" helmet. Some men really like the hot pink cranks. Make women welcome through-out the entire store! The chickie on her way to buy her helmet might discover BuddyFlaps. (cha-ching!) The gal perusing the saddles might catch a glimpse of a rack. (cha-ching!) And then she'll see the Ortleib Backroller panniers and start really thinking (BIG $$$ cha-ching!)

If you isolate the women's gear (other than clothes) into one section, how many women will go beyond that section? How many will start thinking, "Hey, I can DO this bike thing! I think I'll buy my own damm Park Tool I-Beam, and my OWN tire levers! This entire store is for me, and I don't have to wait for hubby or son to maintain my bike! In fact, I'm gonna ask that mechanic over there to explain how I lube my chain and I'm gonna buy lube and degreaser and a Park Tool Chain Gang! I walk thru this whole store to buy things, so I'm not afraid to walk over to the mechanic!"

If you must put some gear in with the women's clothes, why not make it a display with a big placard "Explore the Store". Have clerks keep an eye out for women who want to see more in the store. Walk them through. They will come back, and they'll encourage other women shoppers. (Hey, I've helped other women customers at my LBS. Sometimes they get the deer-in-the-headlights look, and all they really need is to see another woman who is comfortable in the shop.)

Free "Fix A Flat" classes are an awesome idea. If you can have a women's only class, and have it be taught by a woman, even better! The best Fix A Flat class I ever took was taught by a woman. She understood that our hands weren't as strong, our arms weren't as long, and our leverage just wasn't the same. She knew some tricks other than just muscling the tire and tube, and you should have seen the confidence level rise in that class! Pretty soon we're talking derailleurs and brakes and slinging back wheels and chains around fearlessly.

Brandi

11-19-2007, 06:11 AM

I am short, or I should say my inseam is so when I got a new bike when I started seriously riding 5 years ago I started having problems cause I was not fitted right.
Then when we started looking for a higher end bike, no one had one that would fit me. I had to look else where and ended up with a frame from ebay!
I just wish my lbs had had one 14 inch frame I could have tried. They kept saying they could order one but I had to give a deposite. Ahhh how do I know it is going to work? And they wanted a $600. 00 deposite for it. Nope ,no way! Lucky for me my husband really did he's research and worked it for me. Hey have him work at your store!
Good luck!

Andrea

11-19-2007, 07:18 AM

- Women's bib shorts: STOCK THEM!!!!

- Carry a wide variety of saddles (men/women/unisex), and try to provide customers with a return/exchange program for trying them out.

- A wide price range of bikes: while it's a great place for racers, the shop that sponsors my team is like the luxury car dealership of bike shops, so I end up hardly ever recommending it to newbies who don't want to spend their life savings on a carbon fiber speed machine.'

This is all I can think of for now.

P.S. Bike mechanics (male and/or female) that are easy on the eyes help, too :rolleyes:

onimity

11-19-2007, 07:22 AM

But please don't put the "women's" helmets in there, or the pink Serfas floor pumps, or the pink pedals or baby blue cranks, or the wider "T" shaped saddles. Mix those in with the rest. Some women don't *need* a wider saddle. Some men do. Some don't *want* the uber-phallic pink floor pump. Some women have heads that don't fit in tiny helmets. Some men have heads that are too small for a "man's" helmet. Some men really like the hot pink cranks. Make women welcome through-out the entire store! The chickie on her way to buy her helmet might discover BuddyFlaps. (cha-ching!) The gal perusing the saddles might catch a glimpse of a rack. (cha-ching!) And then she'll see the Ortleib Backroller panniers and start really thinking (BIG $$$ cha-ching!)

If you isolate the women's gear (other than clothes) into one section, how many women will go beyond that section? How many will start thinking, "Hey, I can DO this bike thing! I think I'll buy my own damm Park Tool I-Beam, and my OWN tire levers! This entire store is for me, and I don't have to wait for hubby or son to maintain my bike! In fact, I'm gonna ask that mechanic over there to explain how I lube my chain and I'm gonna buy lube and degreaser and a Park Tool Chain Gang! I walk thru this whole store to buy things, so I'm not afraid to walk over to the mechanic!"

...

Free "Fix A Flat" classes are an awesome idea. If you can have a women's only class, and have it be taught by a woman, even better! The best Fix A Flat class I ever took was taught by a woman. She understood that our hands weren't as strong, our arms weren't as long, and our leverage just wasn't the same. She knew some tricks other than just muscling the tire and tube, and you should have seen the confidence level rise in that class! Pretty soon we're talking derailleurs and brakes and slinging back wheels and chains around fearlessly.

Amen to that. The only woman-specific thing I buy is clothes. My favorite LBS had a maintenance clinic and they really encourage women and men alike to take it. They have a stand where customers can work on their bikes and they encourage women to do that. When I bring my bike for a repair they always ask: do you want us to fix that, or do you want to do it yourself. I almost always choose the latter and while they have missed out on some repair charges they have sold me a lot of tools and parts.

Also I would like to see some decent cloth. Not for some waif or twiggy. You can't ride if you are twiggy.

Sorry, I just disagree with this. I fit this description by most accounts and I've ridden 4,000 miles so far this year, and I don't think I'm the only thin-framed woman on this site that has a *really* hard time finding cycling clothes because most are not built for tall women. Shorts are fine, but forget about finding tights and jerseys in a store that only stocks one or two brands. Women of *all* sizes need cycling clothes. If I owned a shop I'd carry clothing from a variety of mfrs.

Anne

BleeckerSt_Girl

11-19-2007, 07:41 AM

When I go into a bike shop and look at the women's clothing. there is usually nothing but smalls and x-smalls of everything. I then ask if they have mediums or larges, and am always told "well we had them but they are sold out."
DUH!!!!!! Could that possibly be because "most" women are not size S or XS?? ....So you just leave all the small clothes hanging there, like I should just buy those instead?
I also happen to dislike how so many bike shop women's clothes seem to be either pink or baby blue. Funny...I don't "feel" like a baby! ;) :rolleyes: :cool:
(apologies to pink fans)

I've given up on buying clothes at bike shops for those reasons. I'll just buy gloves and lube and stuff.

Grog

11-19-2007, 10:27 AM

I have no strong opinion on whether the women's clothes should be separated from the men's, but I strongly disagree that women's gear should be set apart. I find that most things that are advertised as women-specific are making fun of women buyers, and possibly disguising poor-quality products under a pink coat of paint. As others have said, there are men that need wider saddles (and women that need narrow ones), men's and women's helmets make no sense (what makes sense is "small" and "bigger" helmets), and I can imagine that a man with longer legs and shorter torso that would like a bike proportioned like a supposedly WSD bike.

I hope you put only "clothes" in your corner.

Good luck!

Eden

11-19-2007, 10:52 AM

Bluetree

11-19-2007, 11:08 AM

I have to agree with Anne - I am small and thin and I have a really hard time finding clothing period, cycling included, that fits me properly. I find it to be very frustrating that so many people talk very negatively about clothing only being made for small thin people. It's not true. Along with your XL's try to make sure you have some of the smallest sizes too..

+1.

The American size small seems to be getting larger and larger every year. And what's especially frustrating is when manufacturers don't even bother to make sizes in XS. :rolleyes: Fortunately, my new club understands this and has ordered the team kits with women's XS bib shorts. :)

...the thing that pisses me off more than anything is if the high-end stuff is all for men, and the specific women stuff is all mediocre.

In most stores, yup! While I'm not a proponent of many WSD items (I think some of it is very valid, some more marketing ploy) it doesn't hurt to stock a wide variety of components. For example, offer the same high-end handlebars in a 38, instead of just 42s and the occasional 40.

mimitabby

11-19-2007, 12:34 PM

Yeah, but you look like a cyclist and athlete :)

not to everyone!

and KNOT you look like a buff cyclist to me!

bike shop, yes,... my thoughts. Do treat each customer as if they MAY know something but be there for them.
A woman's corner? are you sure that's necessary? I guess that's where you can sell the sports bras, because that's really the only thing I can think of that women need and (most) guys don't need.

MM_QFC!

11-19-2007, 02:03 PM

Was that me? Probably me, I've done done ALC 5 times including crewing twice which is harder than riding. MM_QFC here's done more AIDS rides than I can count anyway..... It's not routine, it's very hard but I seem to have figured out how to get my aging bod up and over that ride ('cept this year when it was a true challenge). ...

...Treat us like riders. Don't talk down to me, don't talk over me, just talk to me.

Lastly there is no formula of what gewgaws and we want, get this on aisle 4 and that on aisle 5 and women will beat a path to your door. Most of us are pretty sick and tired of everything with hibiscus on it :p My favorite shop is tiny and his focus is on building bikes, not a lot of stuff. But when I can not find gloves in extra small ... he finds them and orders, if there's anything I need ... he gets it. That's why I keep going back.

All riders, any gender, want and deserve good service.

Amen, Trek! (and, am sure it was you with Knot!)...I can identify with your views and agree wholeheartedly with your recommendations, as I've had similar experiences both in Seattle and elsewhere since I've been riding, although I've been heartened to both observe and interact with more enlightened guys in bike shops over the years.
All but at one Seattle LBS, that is, and I choose not to go there anymore. It's confounding in that they must have all of their employees and associated families/friends vote tenfold or more in every 'best customer service' survey when they really s*ck at it!

KnottedYet

11-19-2007, 08:02 PM

There is a Seattle bike store that really was great 20 years ago. They aren't so good anymore, and I felt quite insulted the last couple times I went there. (it starts with a "G")

I don't go there anymore.

Now I go to Recycled Cycles www.recycledcycles.com I may do a little shopping here and there (Free Range Cycles, Ti Cycles) but it is my guys and gals at RC that I take beer to, buy bikes from, and trust to work on my beloved bikes. They uniformly have a refreshing attitude toward women and folks who look un-athletic, they assume you know what you're doing unless you ask for help (which I like, but others might not) and they will teach you how to do a repair yourself and they'll check your work afterwards. Attitude is everything. A shop can be bare-bones and no-frills and small, but if they ooze bike love I'm all over it. They can be huge with great prices and a huge selection, but if they treat me funny I'm heading out the door.

MM_QFC!

11-20-2007, 06:23 AM

Yep, methinks we're speaking of the same "g-named" store, Knott. By my way of thinking, there's no need to reinforce that appalling lack of customer service by continuing to go there, when the Seattle area has many great options...so I have been voting with my feet and wallet for a while now.

Geonz

11-20-2007, 06:57 AM

LIstening is the thing for me... it's gotta be a challenge, though. When does a customer want to be led and told, and when does s/he want to be listened to?
I love having a relationship with my bike shop. If I buy three tubes in a week - "hey, isn't that too many flats? Let's look at the tire." When I decided to do the RAIN ride and of course everybody was telling me "it's 160 miles, be sure to take it easy at first!" ... except Fritz, who said "you've been riding your clunkers all year at 14. Take it out at 17 and go for it!" ... and he was right.
So the secret is to be wise and all-knowing and perfect, to have everything for the newbie... oh, but also the high end stuff... to have all that commuter stuff... and the racing stuff too. That's all :D

Around here practical cycling is picking up some significant momentum - don't know if that's a trend or not.

We've got another shop in town that is supportive of cycling ... and it's fine, if you aren't going to ride a lot and only need basic repairs, and if fit isn't all that important... the owner means well but they just don't really know bikes as well. They probably know more about the other stuff they carry (fitness stuff). The staff may be "nicer." As in, they're better salespeople... more social skills than your bike geeks tend to have :D

RoadRaven

11-20-2007, 09:26 AM

indigoiis

11-20-2007, 09:37 AM

Workshops / classes / special events / rides for women. ? Just some ideas.

Or a really cute young man who speaks no English walking around with freshly made fruit smoothies?

A manicurist on site? :D

WhirlyGirl

11-23-2007, 10:04 AM

Thank You Thank You, to all who took the time to share on this thread! An update to my progress

My Space consisits of
Clothing: Shorts, Jerseys, Tights, vests, Jackets, Gloves and Socks.NO PINK! Good size range.
Some literature: WSD bikes: do you need one, Riding to lose weight, Benefits of cycling.
All Natural Sunscreen, muscle balm and sore salve.(we let the men buy these too:) )
Yoga for Cycling DVD for sale.
Flyers for our Whirly Girl weekly Rides
I do have a couple of helmets and pairs of shoes as examples, however the inventory is with all other helmets and shoes.

We have classes set up as well
fix a flat
Road biking 101
Tri-Umph Whirly Girl style (fun triathlon training)
Mountain Basics: we have great mtn biking in our area as well.

Like I mentioned before we are an established store, but with the extra space my intention is to pull in newbies, those gals that are weary of riding for whatever reason, give them a comfortable space to shop, carry items of neccessity to start riding comfortabally and with the most enjoyment possible. I don't want a newbie coming in and feeling overwhelmed by having to sort through the entire store.

And as far as eye candy...well my husband is quite hot and an amazing cyclist and a great mechanic, and his partner is Scottish, so the accent is easy on the ears. They both ride almost everyday and have been semi pro racers in both ATB and road so their combined experience is a great benefit for repair, purchasing and training. And they would NEVER talk to down to anyone including women, they are great men and married as well:)

If you are ever in very southern AZ, come check us out. And again, thanks for all the great input.

Running Mommy

11-23-2007, 07:13 PM

WG-
I'm actually in the middle of opening a new store in Goodyear (west of phoenix).
One thing that I've always kept in mind is that a store that is pleasing to the eye will make you want to spend time in it.
With that in mind we are really paying attention to our merchandising. And my womens clothing is going to be front and center.
Women account for 80% of a houeseholds buying decisions, so it makes sense to make the entire space pleasing to a womans eye.
Also remember that studies show that when entering a store most people look to the right first. Why? I dunno, but they have actually studied this.
So have a focal point that is on the right side.
I'm also going to stock brands that you won't neccisarily see in Performance, or the other chain stores. That means NO Pearl Izumi!
Sugoi is our main brand for both men and women. Women specific I'm going with shebeest shorts (their jerseys are HORRID for the spring), Hincapie, and some smaller lines. Vanderkitten, Dude girl, Loeka,Zoic, and skirt sports to name a few.
Hope this helps.
So where are you in southern AZ? Tucson area?? Did you just buy this store?

Zen

11-23-2007, 09:15 PM

Why not use that space for group spin (bring your own trainer) classes or a coffee/beverage area with sofas and cycling movies?

shootingstar

11-24-2007, 03:37 PM

1. What if your must have item besides a bike?
Reliable, good customer service.

2. What do you look for as a woman in a bike shop?
Clothing cut for women, but a range of sizes and styles. I'm sorry. I'm a small, short woman. I do wear X-tra small /small sizes. Also range of different cycling shoes for women. Latter item is real headache sometimes since I don't wear clipless cycling shoes. I wear a slip downed version of a mountain bike shoe.

ANd don't assume that alot of women like wearing pink/pale blue accessories. Experienced cyclists will buy and wear clothing that makes them visible. at night/grey days.like the bright yellows and neon greens. I wear that stuff (and by coincidence look good, probably because i have black hair.)

3. Are you "sold" on items in the shop or do you do your studies and know what you want?
I tend to look around first especially for larger ticket items.
Or read up on stuff. But once I know my options, I will buy immediately. if I see something on-target. Even if I'm just cycle touring in a strange city. I know how rare certain retail items are, for female cyclists.

4. What service in your local bike shop is a "must have"

Self-service for pumping your own wheels. Hrs. that are realistic....don't close at 5:00 pm. Some people can't get home from work until abit later. Information about local cycling events, groups.

5. Is it important to you to be treated as a female cyclist for clothes, bikes, accessories.
Yes. enough said.

6. Are you attracted to other items in a shop besides cycling items, such as high end strollers, natural body care/sunscreen/salves or would you be if they were available.

Not sure if I would buy body lotions in a bike shop. Other places offer a broader range of indulgent body lotions/fragrances.:) Maybe sunscreen would be a good idea, particular if your bike shop is in a touristy area.

You might want to consider carrying a broader range of lycra headbands..I'm finding it a pain to find any of this stuff. I don't want/need fleecy headband under my helmet. Just a lycra with some cotton is fine. But some awful and expensive polyester headbands are out on market.

KnottedYet

11-24-2007, 04:21 PM

Would somebody please carry Harlot? My hip to waist ratio is too extreme for their sizing, and I can't wear their stuff, but they make some very nice high quality goodies!

SouthernBelle

11-24-2007, 04:26 PM

Would somebody please carry Harlot? My hip to waist ratio is too extreme for their sizing, and I can't wear their stuff, but they make some very nice high quality goodies!

! We have a shop in Nashville carrying Harlot now!!

I want those long, wool socks with the stars on them.

shootingstar

11-24-2007, 08:04 PM

Wasn't even aware of this brand, Harlot.

Oh yea, another suggestion. Bike maps and some practical cycling books are good.

sundial

11-25-2007, 05:05 AM

Why not use that space for group spin (bring your own trainer) classes or a coffee/beverage area with sofas and cycling movies?

Great idea! Or designate the corner as the bike fit/diagnostics corner.

My DH is in retail and he has established a set of rules that have worked for him.
1. No clutter--ever!
2. Dust weekly.
3. Make the aisles wide enough to maneuver around the merchandise with a walker or wheelchair.
4. Organize items by groups with the most popular items at eye level.
5. Always assist a customer. Don't point to a general direction and let the customer find it on their own.
6. Don't cram merchandise in too small an area. Display it where it's easy to see and handle.
7. Offer personal service.
8. Keep restrooms clean and stocked with paper goods.
9. Vacuum the floors and clean the windows daily.
10. Put misplaced merchandise back.

WhirlyGirl

11-25-2007, 05:07 AM

I have not heard of Harlot, I will check it out.

Running Mommy, congratulations on your store! When do you open? I am in that area about once a month for my other biz, maybe I'll pop in after you open!! Goodyear is a great area. We are South of Tucson, in Sierra Vista. We do carry PearliZumi, consistency in the brand has always been there, and not so much with some of the others! The nearest Performance is in Tucson, so we may have customers that pop in when they are up there so not a HUGE negative for us. We do get the customers that order from there and bring stuff in for us to install on their bikes, to fix and to explain how it works and even once asked if we could exchange it:)

I noticed in your profile you did IMAZ, that is awesome. I am only a "tinwoman" just did the tinfoil man in Tucson last month!