Same as NYBiker.

I have my LBS that I go to all the time. They know me, know what we like (and tease me a lot about the "special" stuff I make them buy). But they will do anything to satisfy us. But again, we are polite with them and do not expect everything free.

Yesterday we went to meet him (he's the owner and they have 4 stores across the area) to put in the order for the parts we'll need for my Crux frame I'm picking up in the States next weekend. It is my shop that will put everything up for me.

I asked him to give me a quote of how much I was going to pay for the parts and installaition on the frame... I know it is hard to find out the price because he may have parts in stock (which I will get a discount on) and then other parts which he'll need to order and I may not get as much of a better price. But he will quote me at least for the difference if I go with a Shimano 105 and Ultegra.

But everytime we go there, and purchase something, we get between 15 and 50% off. My husband bought last year a Specialized shorts at 50% off during their annual sale in September. Well hubby went out with his club and was thrown off his bike (at 34km/h) and his shorts were scrapped on his first outing with them. Owner sold him another pair at 50% again. He did not have to at all. But this is what service and empathy is all about.

He needs money to run his shop. No doubt about it. But he's not in such need and his concern for customers and the fact he wants us having fun on our bikes, is his 1st goal. He has an excellent reputation.

Of course some will always complained about bad service. But like he said: you will always find people unhappy about one thing or the other and those people...we do not need them around. They will always find something to drain your batteries.

We are very demanding as customers. But there is a way to do it, and there are limits into what we can ask them. We're good money to them...so I think it helps too.

So yes, to me service is the number 1 thing. Especially the mechanics in the back. Because most stuff you can get cheaper on ebay, amazon or through UK. But when I have a problem, I'm glad I have a place to go to, and they will honor and try to settle the issue to our advantage.