I've read some similar articles, including one in the latest RBR netletter. Makes me very glad I found my two LBS's, even if they aren't really local (15-20 miles away). There are a lot of shops to choose from, five alone in the town where my favorite shops are located, and it was definitely the demeanor of the owner/managers that made me want to come back initially. I go to both of these shops because the guys there just plain enjoy talking about bikes, with anyone. When there's nothing I need but I'm in the area, I'll go in, ask a question about something, shoot the breeze for a bit about where we've each ridden lately, then walk out without buying anything, and they still greet me with a smile the next time I walk in the door! That is what makes me a loyal customer, and why I'll spend all of my bike $$'s at those two shops, rather than at closer locations or on-line.

Good to see that the industry is recognizing this.