LBS competition and customer service

[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.

[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!

[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!