Customer Service

[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

[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.

[Running Mommy]

WG-
I'm actually in the middle of opening a new store in Goodyear (west of phoenix).
One thing that I've always kept in mind is that a store that is pleasing to the eye will make you want to spend time in it.
With that in mind we are really paying attention to our merchandising. And my womens clothing is going to be front and center.
Women account for 80% of a houeseholds buying decisions, so it makes sense to make the entire space pleasing to a womans eye.
Also remember that studies show that when entering a store most people look to the right first. Why? I dunno, but they have actually studied this.
So have a focal point that is on the right side.
I'm also going to stock brands that you won't neccisarily see in Performance, or the other chain stores. That means NO Pearl Izumi!
Sugoi is our main brand for both men and women. Women specific I'm going with shebeest shorts (their jerseys are HORRID for the spring), Hincapie, and some smaller lines. Vanderkitten, Dude girl, Loeka,Zoic, and skirt sports to name a few.
Hope this helps.
So where are you in southern AZ? Tucson area?? Did you just buy this store?

[Zen]

Why not use that space for group spin (bring your own trainer) classes or a coffee/beverage area with sofas and cycling movies?

[shootingstar]

1. What if your must have item besides a bike?
Reliable, good customer service.

2. What do you look for as a woman in a bike shop?
Clothing cut for women, but a range of sizes and styles. I'm sorry. I'm a small, short woman. I do wear X-tra small /small sizes. Also range of different cycling shoes for women. Latter item is real headache sometimes since I don't wear clipless cycling shoes. I wear a slip downed version of a mountain bike shoe.

ANd don't assume that alot of women like wearing pink/pale blue accessories. Experienced cyclists will buy and wear clothing that makes them visible. at night/grey days.like the bright yellows and neon greens. I wear that stuff (and by coincidence look good, probably because i have black hair.)

3. Are you "sold" on items in the shop or do you do your studies and know what you want?
I tend to look around first especially for larger ticket items.
Or read up on stuff. But once I know my options, I will buy immediately. if I see something on-target. Even if I'm just cycle touring in a strange city. I know how rare certain retail items are, for female cyclists.

4. What service in your local bike shop is a "must have"

Self-service for pumping your own wheels. Hrs. that are realistic....don't close at 5:00 pm. Some people can't get home from work until abit later. Information about local cycling events, groups.


5. Is it important to you to be treated as a female cyclist for clothes, bikes, accessories.
Yes. enough said.

6. Are you attracted to other items in a shop besides cycling items, such as high end strollers, natural body care/sunscreen/salves or would you be if they were available.

Not sure if I would buy body lotions in a bike shop. Other places offer a broader range of indulgent body lotions/fragrances. Maybe sunscreen would be a good idea, particular if your bike shop is in a touristy area.

You might want to consider carrying a broader range of lycra headbands..I'm finding it a pain to find any of this stuff. I don't want/need fleecy headband under my helmet. Just a lycra with some cotton is fine. But some awful and expensive polyester headbands are out on market.

[KnottedYet]

Would somebody please carry Harlot? My hip to waist ratio is too extreme for their sizing, and I can't wear their stuff, but they make some very nice high quality goodies!

[SouthernBelle]

Would somebody please carry Harlot? My hip to waist ratio is too extreme for their sizing, and I can't wear their stuff, but they make some very nice high quality goodies!

! We have a shop in Nashville carrying Harlot now!!

I want those long, wool socks with the stars on them.

[shootingstar]

Wasn't even aware of this brand, Harlot.

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

[sundial]

Why not use that space for group spin (bring your own trainer) classes or a coffee/beverage area with sofas and cycling movies?

Great idea! Or designate the corner as the bike fit/diagnostics corner.

My DH is in retail and he has established a set of rules that have worked for him.
1. No clutter--ever!
2. Dust weekly.
3. Make the aisles wide enough to maneuver around the merchandise with a walker or wheelchair.
4. Organize items by groups with the most popular items at eye level.
5. Always assist a customer. Don't point to a general direction and let the customer find it on their own.
6. Don't cram merchandise in too small an area. Display it where it's easy to see and handle.
7. Offer personal service.
8. Keep restrooms clean and stocked with paper goods.
9. Vacuum the floors and clean the windows daily.
10. Put misplaced merchandise back.

[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!