Customer Service

[rhiannon008]

In my opinion, a must have in any shop is female employees with real riding and technical experience. In the area where I live there are a ton of shops to choose from, but very few women wrenching or dealing in high end sales.

I think it stands to reason that women may feel more comfortable shopping in a place where a staff member actually understands their unique needs and have used alot of the equipment themselves. Let's switch the scenario up a bit, would most men feel AS comfortable in a shop exclusively owned and operated by women? Judging by the fact that I have yet (but would love) to see this, I would say the answer is no.

[smilingcat]

I hate it when the sales person or mechanic don't take me seriously. I do most of the "wrenching" myself. And I do know what I'm talking about. Well most of the time. And I prefer to talk to another woman who knows what she is doing. Personally, I don't care if she is a lesbian, its perfectly fine with me. And don't put me in a corner. I'm not a second class citizen. I may be a minority but not a second class person.

Also I would like to see some decent cloth. Not for some waif or twiggy. You can't ride if you are twiggy. Oh a fitting room would be nice.

the LBS I like is a shop where they treat me like one of the boys. The mechanics and the owner treat me like someone who knows. I ask for something and its never "are you sure?" or "do you know how to install it?"

Another shop I like happens to have a butch (oops naughty word, sorry to web master). She's pretty cool. When I asked about a groupo, she suggested SRAM FORCE, DA or Campy Chorus/Record and skipped over 105/Sora/Centaur. She and I had been talking about a Tom's Farm TT course and Santiago Canyon TT course... the gal is also on the shop sponsored race team.

I prefer sales staff to ask questions first instead of assuming. it's just so condescending.

As for strollers keep it out. If I need one, I would go to a mall and not look in a bike shop!! And if its a trailler for the back of the bike don't put it with the women stuff. Generally men pull the trailer NOT US.

If you decide to go high end do carry women's high end bike like Orbea Diva. Or atleast be in touch with the distributor who can get you the bike.

sorry but these are my peeves.
smilingcat

[sbctwin]

Have smaller bikes on hand for us 'shorties' . I was sold on my LBS when they had a couple of smaller bikes (with 650c wheels) for me to try. Clothes for women who aren't twiggy, never was and never will be. But also, clothes that are 'reasonably' priced. Anymore, prices are so steep, I don't know how people afford it.

[WhirlyGirl]

Have smaller bikes on hand for us 'shorties' . I was sold on my LBS when they had a couple of smaller bikes (with 650c wheels) for me to try. Clothes for women who aren't twiggy, never was and never will be. But also, clothes that are 'reasonably' priced. Anymore, prices are so steep, I don't know how people afford it.

We were typing at the same time! I agree about prices, I just put in a big clothing order last week, I was SHOCKED at my wholesale price!!! And yes I did get L_XXL too. Great suggestion on smaller bikes in stock!

[short cut sally]

I agree with tuckerville, get real sizes. There is nothing more discouraging than going into a bike shop and the only size of clothing they have is size small. Ok, my arm might fit into the body of the shirt. I would love to support the local shops, but size small...come on. They reply, oh, we had other sizes in that color/style. Well, get more than! And different ranges of quality of clothing (thinking more shorts/bottoms here) so someone can see the differences in chamois and have someone that can explain that not all chamois are made equally. I like colors and prints and agree that everyone doesn't like that style or color so get different assortments or at least supply a catolog or pictures of what can be ordered. I agree, the corner thing is horrible, reminds me of grade school and the dunce cap. One bike shop that I go to has the womens seperate from the mens section, its decorated where the rest of the shop is plain, and the dressing room is right there too, and its kinda like its own floor/section vs. "just a corner". AND there is nothing worse than going into a bike shop to get something for MY bike or have something tweaked on MY bike and if my DH happens to tag along, who do they talk to and explain yada yada to? It aint ME! Hello..I"m the one who's bike you're working on-talk to ME. OK, I'm off my soapbox now. Good luck with the bike shop. Keep us updated on how you do, etc.

[KnottedYet]

Women's clothing section - yes
Women's gear section - no

Segregate the clothes and use that lovely 15x20 space to house the biggest darn women's clothing section in the entire state! That's where you'll get some impulse buys. "Look, dear, they didn't have this at Performance!" or "Wow, this is cool and it's in MY size! And there are 3 colors to choose from!"

But please don't put the "women's" helmets in there, or the pink Serfas floor pumps, or the pink pedals or baby blue cranks, or the wider "T" shaped saddles. Mix those in with the rest. Some women don't *need* a wider saddle. Some men do. Some don't *want* the uber-phallic pink floor pump. Some women have heads that don't fit in tiny helmets. Some men have heads that are too small for a "man's" helmet. Some men really like the hot pink cranks. Make women welcome through-out the entire store! The chickie on her way to buy her helmet might discover BuddyFlaps. (cha-ching!) The gal perusing the saddles might catch a glimpse of a rack. (cha-ching!) And then she'll see the Ortleib Backroller panniers and start really thinking (BIG $$$ cha-ching!)

If you isolate the women's gear (other than clothes) into one section, how many women will go beyond that section? How many will start thinking, "Hey, I can DO this bike thing! I think I'll buy my own damm Park Tool I-Beam, and my OWN tire levers! This entire store is for me, and I don't have to wait for hubby or son to maintain my bike! In fact, I'm gonna ask that mechanic over there to explain how I lube my chain and I'm gonna buy lube and degreaser and a Park Tool Chain Gang! I walk thru this whole store to buy things, so I'm not afraid to walk over to the mechanic!"

If you must put some gear in with the women's clothes, why not make it a display with a big placard "Explore the Store". Have clerks keep an eye out for women who want to see more in the store. Walk them through. They will come back, and they'll encourage other women shoppers. (Hey, I've helped other women customers at my LBS. Sometimes they get the deer-in-the-headlights look, and all they really need is to see another woman who is comfortable in the shop.)

Free "Fix A Flat" classes are an awesome idea. If you can have a women's only class, and have it be taught by a woman, even better! The best Fix A Flat class I ever took was taught by a woman. She understood that our hands weren't as strong, our arms weren't as long, and our leverage just wasn't the same. She knew some tricks other than just muscling the tire and tube, and you should have seen the confidence level rise in that class! Pretty soon we're talking derailleurs and brakes and slinging back wheels and chains around fearlessly.

[onimity]

But please don't put the "women's" helmets in there, or the pink Serfas floor pumps, or the pink pedals or baby blue cranks, or the wider "T" shaped saddles. Mix those in with the rest. Some women don't *need* a wider saddle. Some men do. Some don't *want* the uber-phallic pink floor pump. Some women have heads that don't fit in tiny helmets. Some men have heads that are too small for a "man's" helmet. Some men really like the hot pink cranks. Make women welcome through-out the entire store! The chickie on her way to buy her helmet might discover BuddyFlaps. (cha-ching!) The gal perusing the saddles might catch a glimpse of a rack. (cha-ching!) And then she'll see the Ortleib Backroller panniers and start really thinking (BIG $$$ cha-ching!)

If you isolate the women's gear (other than clothes) into one section, how many women will go beyond that section? How many will start thinking, "Hey, I can DO this bike thing! I think I'll buy my own damm Park Tool I-Beam, and my OWN tire levers! This entire store is for me, and I don't have to wait for hubby or son to maintain my bike! In fact, I'm gonna ask that mechanic over there to explain how I lube my chain and I'm gonna buy lube and degreaser and a Park Tool Chain Gang! I walk thru this whole store to buy things, so I'm not afraid to walk over to the mechanic!"

...

Free "Fix A Flat" classes are an awesome idea. If you can have a women's only class, and have it be taught by a woman, even better! The best Fix A Flat class I ever took was taught by a woman. She understood that our hands weren't as strong, our arms weren't as long, and our leverage just wasn't the same. She knew some tricks other than just muscling the tire and tube, and you should have seen the confidence level rise in that class! Pretty soon we're talking derailleurs and brakes and slinging back wheels and chains around fearlessly.

Amen to that. The only woman-specific thing I buy is clothes. My favorite LBS had a maintenance clinic and they really encourage women and men alike to take it. They have a stand where customers can work on their bikes and they encourage women to do that. When I bring my bike for a repair they always ask: do you want us to fix that, or do you want to do it yourself. I almost always choose the latter and while they have missed out on some repair charges they have sold me a lot of tools and parts.

Also I would like to see some decent cloth. Not for some waif or twiggy. You can't ride if you are twiggy.

Sorry, I just disagree with this. I fit this description by most accounts and I've ridden 4,000 miles so far this year, and I don't think I'm the only thin-framed woman on this site that has a *really* hard time finding cycling clothes because most are not built for tall women. Shorts are fine, but forget about finding tights and jerseys in a store that only stocks one or two brands. Women of *all* sizes need cycling clothes. If I owned a shop I'd carry clothing from a variety of mfrs.

Anne

[BleeckerSt_Girl]

When I go into a bike shop and look at the women's clothing. there is usually nothing but smalls and x-smalls of everything. I then ask if they have mediums or larges, and am always told "well we had them but they are sold out."
DUH!!!!!! Could that possibly be because "most" women are not size S or XS?? ....So you just leave all the small clothes hanging there, like I should just buy those instead?
I also happen to dislike how so many bike shop women's clothes seem to be either pink or baby blue. Funny...I don't "feel" like a baby!
(apologies to pink fans)

I've given up on buying clothes at bike shops for those reasons. I'll just buy gloves and lube and stuff.

[Grog]

I have no strong opinion on whether the women's clothes should be separated from the men's, but I strongly disagree that women's gear should be set apart. I find that most things that are advertised as women-specific are making fun of women buyers, and possibly disguising poor-quality products under a pink coat of paint. As others have said, there are men that need wider saddles (and women that need narrow ones), men's and women's helmets make no sense (what makes sense is "small" and "bigger" helmets), and I can imagine that a man with longer legs and shorter torso that would like a bike proportioned like a supposedly WSD bike.

I hope you put only "clothes" in your corner.

Good luck!

[RoadRaven]

But please don't put the "women's" helmets in there, or the pink Serfas floor pumps, or the pink pedals or baby blue cranks, or the wider "T" shaped saddles. Mix those in with the rest. Some women don't *need* a wider saddle. Some men do. Some don't *want* the uber-phallic pink floor pump. Some women have heads that don't fit in tiny helmets. Some men have heads that are too small for a "man's" helmet. Some men really like the hot pink cranks. Make women welcome through-out the entire store! The chickie on her way to buy her helmet might discover BuddyFlaps. (cha-ching!) The gal perusing the saddles might catch a glimpse of a rack. (cha-ching!) And then she'll see the Ortleib Backroller panniers and start really thinking (BIG $$$ cha-ching!)

Knot!!!! +1!!!!

Make women feel welcome throughout the ENTIRE shop... don't segregate them into a corner or subsection... and please (as others have said) don't assume we all go for pink!

Ammount of pink Raven owns... zero

Men and women come in all shapes and sizes, with a huge variation of colour and style preference...

Make sure it is a people store... but do emphasise the support/availability for women, with whatever interest to feel welcome and competent in your store.

And congrats - what a very cool way to make a living

[indigoiis]

Workshops / classes / special events / rides for women. ? Just some ideas.

Or a really cute young man who speaks no English walking around with freshly made fruit smoothies?

A manicurist on site?

[WhirlyGirl]

Thank You Thank You, to all who took the time to share on this thread! An update to my progress

My Space consisits of
Clothing: Shorts, Jerseys, Tights, vests, Jackets, Gloves and Socks.NO PINK! Good size range.
Some literature: WSD bikes: do you need one, Riding to lose weight, Benefits of cycling.
All Natural Sunscreen, muscle balm and sore salve.(we let the men buy these too )
Yoga for Cycling DVD for sale.
Flyers for our Whirly Girl weekly Rides
I do have a couple of helmets and pairs of shoes as examples, however the inventory is with all other helmets and shoes.

We have classes set up as well
fix a flat
Road biking 101
Tri-Umph Whirly Girl style (fun triathlon training)
Mountain Basics: we have great mtn biking in our area as well.

Like I mentioned before we are an established store, but with the extra space my intention is to pull in newbies, those gals that are weary of riding for whatever reason, give them a comfortable space to shop, carry items of neccessity to start riding comfortabally and with the most enjoyment possible. I don't want a newbie coming in and feeling overwhelmed by having to sort through the entire store.

And as far as eye candy...well my husband is quite hot and an amazing cyclist and a great mechanic, and his partner is Scottish, so the accent is easy on the ears. They both ride almost everyday and have been semi pro racers in both ATB and road so their combined experience is a great benefit for repair, purchasing and training. And they would NEVER talk to down to anyone including women, they are great men and married as well

If you are ever in very southern AZ, come check us out. And again, thanks for all the great input.