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]

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.

[Geonz]

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

[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

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

[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 )