Customer Service

[Trek420]

(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 .... 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 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.

[Eden]

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]

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]

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.

[WhirlyGirl]

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!

[Brandi]

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]

- 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

[mimitabby]

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!]

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 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]

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!]

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]

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

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

[shootingstar]

Wasn't even aware of this brand, Harlot.

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

[WhirlyGirl]

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!

[WhirlyGirl]

SunDial, we posted at the same time, we do have a large area for fit/dignostic/etc and an expert that works with people when reqeusted. It's a great service and some customers really value that!