A Customer brought me FLOWERS!!!

[Running Mommy]

Ok, so I just had to share this with y'all.
A customer that bought a road bike from me last week just brought me flowers!
The card says "Thank you for a great bike purchase experience!"

I was SHOCKED!! I mean in my mind I was just giving good customer service.
I guess most shops around here don't seem to care about fit. I had him on the trainer and tweaked the stem and seat until he was just right. In the end he was just thrilled with his bike- a Felt Z65.
He said that he was blown away by our attention to detail and honesty. I didn't try to push him into anything, and I guess most shops do.

If only he knew how much his gesture means to me. It's been a rough start. Slow and uncertain, but it seems to be picking up. We have had a great week, and this past weekend was awesome. So I can feel my stress level easing a bit. But the flowers and kind words on the card made me realize that I AM doing a good job. I think we are all our own worst critic. And I tend to dwell on the customers that are negative, rather than the good ones.
I actually had a guy tell me I was "treading on dangerous territory" because a shop that had opened up near here 2-3 years ago went under in 6 months. He then went about questioning me on why exactly we decided to open a bike shop. I think that experience had stayed with me, and it made me question what I had gotten myself into. Now I'm just a bit more at ease.
Well- Haven't had a lot of forum time lately, but I hope everyone is well, and that our wounded ones are healing nicely.
Sunny thoughts from Estrella Mountain Cyclery!
Denise:)

P.S. Ironman training still going, but it's been ugly. April 13th is going to be a nightmare! I hope ya'll are ready to stay up til midnight again... sigh...:(

[Blueberry]

Yay Denise!!!! He's just recognizing what we all already knew:) Still, it's nice when a customer says than you!

Ignore the guy who says you're treading on dangerous territory. So what. That shop wasn't yours with your experiences, attitude and enthusiasm.

And yep - we'll all be cheering you on! For as long as it takes:)

[mimitabby]

that's a great story! it's true that most small businesses fail in the first year; but to me, that says; persevere, if you can hang in for the first year, you will start reaping good profits.

We bring our bikeshop guys donuts sometimes and coffee sometimes. You treat them right so they will remember you and treat you right too.

[smilingcat]

How nice of the first guy. He will definitly advertise for you and get more customers to your place. Action speaks louder than words. And for him to bring flowers really shows.

Oh ignore the second guy all together. And there are always "customers" who are mean and nasty no matter what. Those you try to get rid of them out of your shop ASAP. Never mind about catering to them. They just give you headaches. Like a customer on e-bay with handle "never_satisfied" honest to truth. What a nightmare he was.

smilingcat

[OakLeaf]

:D

Those kinds of acknowledgments are so rewarding. Good for you!!!

[sundial]

That's a reflection of the kind of person you are. :) People in your area will be very lucky to have someone give them such personal service. :D

[Geonz]

Maybe he *does* know how hard it is ... either way... you both rock :D :D

[Mr. Bloom]

RM:

In banking, we refer to the start-up period as the "stabilization period"...in other words, it's a tenuous balance.

I encourage you to be a walking billboard (so to speak). Don't have a "we've built it, now they'll come" attitude. Go out and bring them in...somehow. Remember, the retail business is selling...and you have to sell your LBS in a competitive world.;)

One of the ways you do that is to create an incredible customer experience (as you've done with this guy) but ask them to pass on their experience as well.

A satisfied customer tells 5 people; a dissatisfied one tells 20 people. If you ask him, I bet you can get a guy like this to tell 50 people simply because you exceeded his expectation!

This post may be received uncomfortably by you...I hope not; that's not my goal...but success is an outcome of active effort. The more active you are, the more outcome you get.

[Tri Girl]

How wonderfully encouraging that you received some much needed positive feedback. You're doing a great job, and your business will survive because you believe in yourself and your good service will shine through.
I'm so excited for you!!! :)

[crazycanuck]

That's cool RM!!! Keep up the good work with the clientelle and word will get round that your bike shop is the best in the area :D

Ironman-again denise, no matter what you do, just remember that you're an amazing chickie just for doing the event! (((Denise))

I also have to ask you, does your bike shop sell http://www.lightweights.org/store/home.php?cat=1?? I'd like to purchase some and thought if you sold them at your shop, i'd happily buy them from you :D

[Running Mommy]

Thanks all!
CC-I'll have to search the catalogs. I'll get back to you..

Mr. Silver, Thank you for the reminder to sell myself every chance I get.
Mr. Flowers told me that he was at a big box sports store the other day, and he overheard a customer asking the salesman about tri bikes. This store doesn't carry tri bikes, so as soon as the guy walked away mr. flowers gave him my card and told him to go see us because we did. He told him "the owner is an ironman, she knows tri bikes inside and out- and they will give you a great deal".
So hopefully the guy comes in.
But yeah, you can't sit back and just expect biz to come to you. We are advertising, getting rides organized, and even trying to have a demo day with some other vendors.

[KSH]

Awe, that's so nice. Congratulations!

Sounds like you are off to a great start. :)

[Mr. Bloom]

Outstanding!

[Zen]

I wouldn't give guy number 2 a second thought.
He's just one of those types and obviously lacking any social graces.

[anneimall]

Hi Denise.

Your enthusiasm is so great ... I read your post and searched for your store thinking I would try and buy something from you ... I found your site, but alas, nothing for sale (and no information on where you're located) ... What apparel brands do you carry? I'd always rather support the little guy (or girl :) )

[tprevost]

Thanks all!
CC-I'll have to search the catalogs. I'll get back to you..

Mr. Silver, Thank you for the reminder to sell myself every chance I get.
Mr. Flowers told me that he was at a big box sports store the other day, and he overheard a customer asking the salesman about tri bikes. This store doesn't carry tri bikes, so as soon as the guy walked away mr. flowers gave him my card and told him to go see us because we did. He told him "the owner is an ironman, she knows tri bikes inside and out- and they will give you a great deal".
So hopefully the guy comes in.
But yeah, you can't sit back and just expect biz to come to you. We are advertising, getting rides organized, and even trying to have a demo day with some other vendors.


Great Job Denise (then, again... that's what I would expect the response to be to you ;)) Have you thought about doing some low-key rides from your shop... like a Saturday morning 25 miler or something? That would be a great way to grab the newer riders and keep 'em coming in and you can expand/increase as more people join... OR do some sort of "Prep for the tour of Scottsdale" program?????? AND, get in touch with Melisa and make sure she tells everyone she knows too (since she's not on TE too much anymore).
You're awesome and I'm so glad that your customer acknowledged it! :D

I can't wait to stop in and say hello!!!!

Trac'

[Jo-n-NY]

From one retail store owner to another (July will mark my 2 yr anniversary) you meet all kinds especially in retail. My daughter runs our store (candle & gifts, and now getting into some collectibles) as my husband and I keep our existing day jobs.

It is tough and I have heard you have to give a store 3 yrs to really see if it will work. We found two areas of advertisement that got the most responses and found coupons really help. In my area $5 & $10 off a minimum purchase does better than a percentage off. It is all trial and error in the beginning. It burns me when I don't have something someone asks for, but we keep catalogs in the store and special order for our customers.

Good customer service and a smile is the key and you have that down pat. We are very well received by the community as there is no other candle shop around like ours. We blow any Yankee Candle or Wicks n Sticks away.

But you always have one creep customer every now and then. Although we bag with tissue paper and ribbon for items to be given as gifts (free of charge), we got balled out for not having "free" gift cards by one customer. She also said she would not shop in our store again and was going to tell all her friends. Added to our greeting cards, I now offer free gift cards, but I cannot tell you how upsetting that was to us.

Anyway...just keep up what you are doing, it sounds like you are off to a good start. Mr. Silver is right....word of mouth is also the key :)

~ JoAnn

[Susan126]

Really awesome RM! High fiving you! :D

[tulip]

RM-you deserve flowers, and good customers! Funny how a nice pat on the back does so much good sometimes.

Mr. Silver-thanks for the advice to RM about getting out there. I, too, have a small business (not retail, thankfully), and I know I have to get out there more, so I just called up someone today and am meeting with her at noon! Who knows, I might get a project out of it.

RM--thanks for the inspiration. You remind me of my favorite bike shop in Maryland near DC. Owned by a woman (Jill DiMauro) who is just so fantastic and dedicated. Here's her website: http://www.proteusbicycles.com/ You might find it helpful and/or interesting. If you want to contact her for advice or comraderie or whatever, feel free to tell her that I sent ya (Juliellen).

[maillotpois]

What a great story!!

I have to say I cannot even imagine doing an Ironman in the same year you start a new business. Holy cow that's a lot to juggle. I am in awe! :)

[Brandi]

That is so cool!

[Mr. Bloom]

Mr. Silver-thanks for the advice to RM about getting out there. I, too, have a small business (not retail, thankfully), and I know I have to get out there more, so I just called up someone today and am meeting with her at noon! Who knows, I might get a project out of it.


Cool! I hope it went well!

[Running Mommy]

Three years before we know if it will work ehh??? :confused: UGH! I hope I make it that far!! :p
ha ha ha
Sold another bike to a lady today. A comfort bike for her to ride around the neighborhood with her grandkids. Funny thing is most people poo poo the comfort/hybrid bikes until they get on them. I measured her all up and put her on the mtn bike she thought she wanted. But then she tried the hybrid and fell in love. She even told me to ride it so she could see what it looked like. lol

And I wanted to thank all of you for your sage advice. I even got a couple of pm's. It seems people are afraid to give me suggestions. HECK, that is what I NEED!!! Feedback is a good thing! You can't grow without it.

Oh- and the website.... sigh.. I know I need to update it! I haven't gotten into e-tailing yet, but if there is a bike component you need, or something you are looking for, please send me a pm. I can help you that way.
I hope to have shop jerseys and such soon. But I need to build up a bit more $$ first. As soon as I get an order going, I'll let ya'll know. Our logo is kinda cool if I do say so myself. :D
Thanks again all! And keep it coming!
Ciao!
Denise

[Mr. Bloom]

It sounds like you've got a clear focus.

But, here's a resource that may help with some things you haven't anticipated:

http://www.sba.gov/smallbusinessplanner/index.html

Some of their stuff may be basic...but sometimes that's very good. They also have a program with retired execs - called SCORE - that can come in and provide advice...it's only as good as the volunteers, but in a market at big as Phoenix, they may have a good team.

I like your comment about building up more $$. Cash is king!

Basic rule to remember:


Inventory increases = Cash Out :(
Inventory decreases = CASH IN :)
Slow moving inventory = Cash in Jail :eek:
Vintage Red Mercedes = Cash on Fire:D

[VeloVT]

Though I have three decently outfitted LBSs within a 5-10 minute drive, I wish I had just **one** that offered the quality of service that your shop sounds like it offers.

I'm sure you deserved the flowers!!! Keep *listening* to your customers and I'll bet it won't be the last time.

[Melalvai]

Cash is king!
Not to hijack the thread, but isn't that a Dave Ramsey line?

[Running Mommy]

Vintage Red Mercedes = Cash on Fire:D

Now THAT made me LOL!!!!

But she's so dang CUTE!!!!:D

[Trek420]

Mr. Flowers told me that he was at a big box sports store the other day, and he overheard a customer asking the salesman about tri bikes. This store doesn't carry tri bikes, so as soon as the guy walked away mr. flowers gave him my card and told him to go see us because we did.

Another day, another example of big box store flop. :D The worse they look, the better you look RM.

The other day I was at my fave LBS Robinson Wheelworks in San Leandro (Hi Chris!!) when a young couple came in. They were looking for a cruiser, a beach bomber type for well...cruising. Chris does not carry 'em. He has road bikes from race to touring, mountain bikes, and anything he's building up or custom for uhm, er, erm me ... or someone else.

He gave a brief but well thought out $0.50 tour of how to look for the right shop. He did not name another local shop but told them how to look for one and what to expect in fitting on a cruiser. He told them in an articulate but not condemning way why box stores are evil incarnate .... for bikes anyway.

They thanked him and left.

Moments later they were back in with their full suspension MTB. It needed work and in a split second decision they decided this is their shop.

BTW he's been promising to finish his very basic website for years Between off the street customers like that and word of mouth it's just too booming I think for him to have time to blog etc.

Just keep doing what you're doing!!

[Velobambina]

Maybe I'll order my next bike from you and come out there for a fitting. Maybe next February, when it is cold and icy here. We can go for some long rides together!! In the WARM SUN.... Is there such a thing?

[Wahine]

Vintage Red Mercedes = Cash on Fire:D

I have one of those and I'd have to agree. :eek::eek::eek:

Denise - what's the closest airport to you and what's the weather like this time o' the year?

[Running Mommy]

Wahine-
Phoenix- easy in and out- and today it was about 77 degrees! :D

[Mr. Bloom]

Not to hijack the thread, but isn't that a Dave Ramsey line?

Yep...

http://www.daveramsey.com/etc/stupid_tax/index.cfm?FuseAction=dspContent&intContentID=4405

And just for the record: Dave Ramsey has a great perspective and learned the hard way...


I have one of those and I'd have to agree. :eek::eek::eek:

Jorn, my mechanic, told someone I know the other day what a great guy I am:D:D

Well, duh! I was 15% of his revenues last year!:eek::eek:

[Wahine]

Jorn, my mechanic, told someone I know the other day what a great guy I am:D:D

Well, duh! I was 15% of his revenues last year!:eek::eek:

Not to thread hijack, but we had to have a valve job done on an eight cylinder engine last year.....:eek::eek::eek:

Maybe we should start a support group?

OK - back to the scheduled program.

[Melalvai]

WARNING: Thread hijack ahead!!


And just for the record: Dave Ramsey has a great perspective and learned the hard way...
I wouldn't call myself a diehard fan, but I did get inspired to pay off and get rid of the credit cards. Now we're making headway on my husband's student loans, even as he accrues more each year. His scholarships went a long way to reducing that but my meager postdoc salary doesn't quite pay everything that needs paid without his student loans.

The best feeling was being able to replace the clutch with our emergency fund instead of having to "figure out" how to deal (=use a credit card). In my ideal world we'd just get rid of the car and have far fewer dips into the emergency fund!

<<Thread hijack complete. Returning you to your regularly scheduled topic.>>

[Running Mommy]

But as said.... She is so dang CUTE!
You see I grew up in a mercedes family. My grandfather being German, that is all he drove. I always said that one day I would have one.
I haven't yet, but I'm close. I have a bmw 5 series. But I do have a special place in my heart for the older mercedes.
I remember driving with my grandparents once. I was in the back seat and my Grandpa was at the wheel. We were speeding through the countryside of western sonoma county, and my Grandmother was admonishing him for driving too fast with "the grand daughter in the car".. He liked to think of those roads as the autobahn I guess.. :p

Ok, back to regularly scheduled programming... :D

[Running Mommy]

I'm going to send handmade thank you cards to my customers who bought bikes from me. I'm thinking of using the rubber stamp that I used to make my Christmas cards. So some of you TE'rs will know what I'm talking about.
Inside the card I'm going to enclose some tips on keeping your bike in good running order, and fit reminders.
Of course I'll also enclose a coupon for them to use on accessories. (the hook to bring em back in ;))...
How does that sound??

Ok, on to my next topic... The homeless guy...
Last week a man came in with a wheel in pretty bad shape. He needed the cassette removed so he could replace some spokes. Tony wasn't in, so I told him to come back the next day. This man appears to be homeless. His bright yellow jacket is black with dirt, his face is blistered from being in the elements, and he has what appears to be all his belongings on his bike. But he is a very soft spoken man, and very polite. He asked what we would charge. I told him as long as it was something easy- then not to worry about it. He told me the shop down the street wanted 10.00, and you could tell that 10.00 was a LOT to him.
So the next morning I was driving down with Spencer when I saw him cruising down the street about a mile from here. He had the wheel in his basket, so I told Spencer the story. Sure enough he came in that day and Tony helped him out. Spencer said he felt sorry for him because he was so nice, and he pondered out loud how one comes to be homeless. I explained that unfortunately it can happen very easily.
A few days later the man returned. He had repaired the broken spokes and asked Tony if he could true up the wheel. Tony did the best he could, but the wheel's in pretty bad shape. The man pulled out a couple of crumpled dollar bills, but Tony told him not to worry about it.
Well this morning the man came back with a bike. He came in and asked in a very soft voice if Tony was in, as he didn't see him right away. He had a frame that he had salvaged and was trying to fix it up. Tony is back there with him as I write this trying to help him. The man is so soft spoken it's kind of sad. It's like life has just beat him down. And you can tell by talking to him that he's a very kind man.
So anyway, they are back there toiling away, and I'm here appreciating all that I have been given in life. We really are a blessed family. And I really am blessed to have all of you in my life.
Have a happy valentines day, hope you get to get out for a ride and enjoy the day.
Ciao!
Denise

[Tri Girl]

Regarding the thank you cards. Oh MAN that's a great idea!!!! Talk about great service to keep them coming back to you for many years! I wish my shop had done that for me. Would've really made my purchase feel really special. I LOVE it!!!!! :D Dang- why aren't you closer to me or me closer to you????

About the homeless man. That story made me so sad. :( Made me feel suddenly very guilty for having so many bikes in my house, and so sad that I don't ride them all more often, and so thankful that I can have all the things I do. I'm glad you were so kind to him, and I think that maybe it'll be one bright spot in his day when he knows someone cares for him enough to help him out. I hope you get to see him every so often so you can help lighten the load that life has put on his shoulders. I hope he brightens your days just as much.

[Melalvai]

I hope you can find extra parts lying around to help him out. I'd contribute bike parts if I lived in the area.

I feel guilty sometimes because one of the bike shops guys gives me stuff frequently, which I can not afford otherwise. I just keep telling myself that one day I'll pass it all along to the next poor but happy cyclist (maybe not these parts specifically, but bike parts in general).

[Running Mommy]

Mel and Tri-
Yes, he is a good guy. Tony asked his name- it's Douglas. Tony told him that he will keep his eye out for old parts for him.
While he was in picking up his bike one of our regulars who happens to be a local police officer came in. He said that he's talked to the guy, and was glad we were helping him. He (the officer)said he's not on drugs, a drinker, and doesn't have mental problems. Life has just dealt him some tough blows. He even said he'd bring by some parts to help the guy out.
You know I may have been raised catholic, but I am a true believer in karma. So I try to practice acts of kindness whenever I can. Am I perfect? Heck no. But I do my best.
And as for freebies, I have always tried to pay it forward with my old bikes and accessories. Whenever I buy a new bike I find a good home for the old one. My first road bike went to an aspiring triathlete who happened to be a starving college student. My sons mtn bike went to a child who didn't have a bike, and my old mtn bike just went to a large family who doesn't have a lot of extra $$ to buy mom a bike. Now mom has one.
I do the same thing with parts and accessories, if I'm not using them I try to find someone who would.

Now back to biz related stuff...
I just got my first saddle test kit in. I've ordered test kits for WTB, Terry, and Selle Italia. They are kits with 6-8 test saddles in them. So the customer can borrow the saddle and take it on a test ride. I'm going to give them 48 hours with the saddle and take a CC # just in case they don't bring it back.
When I saw these test displays I got all excited! I wish I had a saddle test center when I was weeding through all the "frogs" looking for my prince! :rolleyes:

[Blueberry]

Test saddles!?!?!?!?!??!

How cool!!! Man I would have loved that too:D:D:D

[Running Mommy]

YAY!!! Another TE'r came a callin today!
I feel like a loser too! She came in and I was eating my sandwhich. It was 2:30 and I was STARVING! I was actually feeling woozing because I trained this morning, and my blood sugar was dipping. So I said to her "excuse me, as I eat my sandwhich. It's been crazy today and I'm just getting lunch"...
So we chatted for a moment and then she said who she was.
She caught me eating a sandy!! :o
It was great to meet her. I hope the weather warms up for her ride tomorrow. We were 77 a couple of days ago, and it feels like 55 out there right now! Brrrrrrrr!!! :eek:

[DirtDiva]

Ha! It's less than that here and we're supposed to be having summer!

Anyway, glad to hear things good things are happening at the shop. I think the cards are a great idea. :)

[Mr. Bloom]

Regarding Douglas:

For many years, I lacked compassion.

Then, I changed.

The, I became a board member and ultimately board president of the Evansville Christian Life Center. That's when I went from lacking, to changing, to understanding!

People like Douglas have high intrinsic value, regardless of circumstance, and deserve respect.

Among other things, at the ECLC, we served nearly 50,000 free hot meals/year. Not in a soup line, but with volunteers providing "sit down service". We didn't preach, we didn't charge, we simply said come in and be served.

:)I applaud what you did with Douglas...not only because you didn't charge him, but because you cared enough to know his name, to notice him, and to treat him with respect.:)

[tulip]

Regarding Douglas:

:)I applaud what you did with Douglas...not only because you didn't charge him, but because you cared enough to know his name, to notice him, and to treat him with respect.:)

+++1!

[Wahine]

+1 here too. Well put Mr. Silver.

RM - you and DH are a class act.

[rocknrollgirl]

OK so a very late jump in. RM I read your original post, and skimmed the last few. It looks like this thread has been all over the place, but I have to say what struck me most is that in the midst of your stress with the new shop and training, that you had time to remember the walking wounded on the site.

You said you hoped all the injured folks were healing. That is very nice. Thanks. I would send you flowers just for that!

I wish we lived closer so you could be our LBS! Word of good service will spread, you wait and see.

[Running Mommy]

Hey RNR- how are you? I was thinking about you yesterday on my long swim...

And yeah, this thread has been everywhere! ha ha ha
But that's what makes it cool about this site. We can wonder and then come back.. :p