I want service now. Stop it!
05-08-20, 11:20 AM
#51
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It's a two way street. I don't like when I go into a store just to browse and see how their prices compare to other stores, and some salesperson glues themselves to me and won't let go, even when I tell them straight away that I am not buying at the moment. I understand that good customer service is to acknowledge the customer and see if they need or want any assistance, but when they say no, beat it. This is the main reason that I use online instead of in person, because almost every LBS seems disadainful of anyone whom they feel isn't going to buy something on the spot. It reeks of desperation. Just don't waste all that time on them. Let them come in, see if they need help, and proceed accordingly.
The worst experience was when my GF was looking for her first road bike, and we made it very clear, immediately, that she was just starting the process of learning about bikes, prices, and what was available. She was not buying on the spot, and we were upfront about it, yet the guy wouldn't leave us alone. No matter how we deflected, he was relentless, and the longer it went, the more his attitude changed. By the time we were moving to leave, he was borderline aggressive/rude. I assume that his business wasn't doing well but man, it turned us off. It was a large city with plenty of options so he completely lost us as potential future customers, even though he was very close and convenient.
The worst experience was when my GF was looking for her first road bike, and we made it very clear, immediately, that she was just starting the process of learning about bikes, prices, and what was available. She was not buying on the spot, and we were upfront about it, yet the guy wouldn't leave us alone. No matter how we deflected, he was relentless, and the longer it went, the more his attitude changed. By the time we were moving to leave, he was borderline aggressive/rude. I assume that his business wasn't doing well but man, it turned us off. It was a large city with plenty of options so he completely lost us as potential future customers, even though he was very close and convenient.
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05-08-20, 12:24 PM
#52
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Not the same, if you car dealer closes, there are hundreds if independent repair shops that can service it. If the local bike shop closes, who's gonna service your bottom bracket?
BTW... I do all my own work on my bikes, but i do like having a full service bike shop locally where I can get parts.
When my Sram Red "crank fixing bolt" broke, my LBS had one in stock, so I was on the road the next day.
BTW... I do all my own work on my bikes, but i do like having a full service bike shop locally where I can get parts.
When my Sram Red "crank fixing bolt" broke, my LBS had one in stock, so I was on the road the next day.
05-08-20, 01:09 PM
#53
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Part of the issue is currently it's crazy times. Everyone is out pedaling, all the shops are seeing dusty 10-15 yr old bikes, in MA my 2 stores don't allow people inside. Amazing what a little kindness/food/beer will do. A 6 pack, or come by with a pizza at 1:00 on a saturday when they are swamped with little time for lunch. Goes a long way.
05-08-20, 01:36 PM
#54
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I want service now. Stop it!
I have a particularly upbeat, decades-long relationship with my LBS.
↓↓↓↓
After being out of the bike shop as a full timer for about a decade, and only working on Saturdays, I jumped back in as a full time wrench a week ago. Forgot how absolutely narcissistic some riders really are. Experienced the "drop everything now and fix my bike while i wait" scenario three times in the 7 days we have been open since being allowed to reopen.
Not sure if these folks have the capacity to understand there is a store full of people, and many more who brought their bikes in for service well before they graced the front door, and are patiently waiting for a call from us letting them know their bike is ready for pick up.
If you find yourself doing this, please stop it! ...
Not sure if these folks have the capacity to understand there is a store full of people, and many more who brought their bikes in for service well before they graced the front door, and are patiently waiting for a call from us letting them know their bike is ready for pick up.
If you find yourself doing this, please stop it! ...
I never ask for a quick turn around. I have a good relation with our local LBS, and they voluntarily get me in and out quickly..
They know i live 40 miles from town and it is sometimes hard to get into their shop.
They know i live 40 miles from town and it is sometimes hard to get into their shop.
Doesn't mean they get on the spot service, Having worked in 3 shops along the Erie Canal. Tourists got on the spot service, regulars we really liked and easy jobs.
the real regulars would get on the spot but often brought drinks or chips.If you're not a regular why would you think that on the spot is gracing our front door?
Had a guy run in once who demanded we tune up his bike on the spot cause he was in a hurry and had a race the next day. Told him we were busy with a 10 day wait list and we didn't just shove people in.
He wanted to know if there was any way to get it done.
If he'd had a better attitude or been willing to get the pizza he'd have saved himself half the cost of the pizza in gas and not killed 4 hours when i already knew that every shop in the area was also booked out at least a week.
If he'd been a regular then sure, we'd do that for a race the next day, heck we had several people doing the race and would just bring a customer's bike there to him.
But its arrogant to assume that just cause you want to spend money on a repair that you should get the fastest service, every person there wants to spend money to get their bike fixed as well. ...
the real regulars would get on the spot but often brought drinks or chips.If you're not a regular why would you think that on the spot is gracing our front door?
Had a guy run in once who demanded we tune up his bike on the spot cause he was in a hurry and had a race the next day. Told him we were busy with a 10 day wait list and we didn't just shove people in.
He wanted to know if there was any way to get it done.
Me: Sure, but it'll cost you a large pizza and 2l of coke.
C:That's bribery
Me: Yes it is, but its also lunch time and you want me to work through lunch and we're all hungry...
.
C: I'm not doing that, i'd rather take it elsewhere.
Me: Ok, have a good day.
Over 4 hours later he shows back up with the bikeC:That's bribery
Me: Yes it is, but its also lunch time and you want me to work through lunch and we're all hungry...
.
C: I'm not doing that, i'd rather take it elsewhere.
Me: Ok, have a good day.
C: Everyone's too busy to do it, i'll get you a pizza,
Me: Sorry, lunch was at noon and i leave in 20 min, and i still have to tune my bike for the race tomorrow. Good luck.
Me: Sorry, lunch was at noon and i leave in 20 min, and i still have to tune my bike for the race tomorrow. Good luck.
If he'd had a better attitude or been willing to get the pizza he'd have saved himself half the cost of the pizza in gas and not killed 4 hours when i already knew that every shop in the area was also booked out at least a week.
If he'd been a regular then sure, we'd do that for a race the next day, heck we had several people doing the race and would just bring a customer's bike there to him.
But its arrogant to assume that just cause you want to spend money on a repair that you should get the fastest service, every person there wants to spend money to get their bike fixed as well. ...
"Do you work / maintain your own bikes?"
I am one as you describe, in boldface. My first adult bike was a Schwinn suburban, and as a college student I did a lot of work on it, including cleaning bearings. Time eventually became too much of a premium, so now my LBS does it all.
Besides time, i have never had good facilities to work easily. Even now we live in a relatively small, but elegant condo, and my wife would frown on a room with a bike stand. Having the LBS do it all, in my case is a really good deal.
The shop is one block away, and they will fix many things at a convenient time for me. They are so expert that they can do these things quickly, better than me, and often spot problems that I did not see. Whenever I leave the shop, the bikes ride as if new again.
Because the bikes are a major transportation mode for me, keeping them in good repair is critical. We save a lot of money on transportation, so further using the LBS is even more cost-effective.
I tip well, not, “To Insure Prompt Service,” but because i am so appreciative of their work. Hats off to Back Bay Bikes.
I’m on a first name basis with the staff there, and they have a friendly nickname for me. Sometimes on long walks through the commercial public bathroom-poor neighborhood, I stop by, even occasionally just to peruse the cycling accessory inventory.
Their suggestions are always spot on.
I am one as you describe, in boldface. My first adult bike was a Schwinn suburban, and as a college student I did a lot of work on it, including cleaning bearings. Time eventually became too much of a premium, so now my LBS does it all.
Besides time, i have never had good facilities to work easily. Even now we live in a relatively small, but elegant condo, and my wife would frown on a room with a bike stand. Having the LBS do it all, in my case is a really good deal.
The shop is one block away, and they will fix many things at a convenient time for me. They are so expert that they can do these things quickly, better than me, and often spot problems that I did not see. Whenever I leave the shop, the bikes ride as if new again.
Because the bikes are a major transportation mode for me, keeping them in good repair is critical. We save a lot of money on transportation, so further using the LBS is even more cost-effective.
I tip well, not, “To Insure Prompt Service,” but because i am so appreciative of their work. Hats off to Back Bay Bikes.
”Tip your LBS”
Personally, i think tipping in anything but cash is condescending. As described above, i have a congenial, but respectful relation with all the mechanics at my shop, but I don’t think any of us have intentions to be “buddies,” and share some brews, bourbon, doughnuts, or whatever; or even know their preferences.
Imagine offering a non-cash tip to those workers who are traditionally tipped in cash…waiters, hotel bellmen, cabbies, hairstylists…
For me, my bike mechanics provide a vital service that I think about for example when hurtling down a steep hill, secure that the bike won't fall apart.
Personally, i think tipping in anything but cash is condescending. As described above, i have a congenial, but respectful relation with all the mechanics at my shop, but I don’t think any of us have intentions to be “buddies,” and share some brews, bourbon, doughnuts, or whatever; or even know their preferences.
Imagine offering a non-cash tip to those workers who are traditionally tipped in cash…waiters, hotel bellmen, cabbies, hairstylists…
For me, my bike mechanics provide a vital service that I think about for example when hurtling down a steep hill, secure that the bike won't fall apart.
Their suggestions are always spot on.
Last edited by Jim from Boston; 05-08-20 at 05:01 PM.
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05-08-20, 01:37 PM
#55
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ɅɅɅɅI have brought two BF subscribers on tour to my LBS.
A perfect end to an incredible adventure!!
Kudos to Jim from Boston for escorting me from the Wayland Depot all the way through the heart of Boston to the Atlantic Ocean. Jim and his bike shop.
A real treat to visit and meet Dan and Dave who have taken terrific care of all Jim's cycling needs. Hooray for our LBS's!!! Ilost count of the bike shops I visited along the way.......especially for tubes!
Kudos to Jim from Boston for escorting me from the Wayland Depot all the way through the heart of Boston to the Atlantic Ocean. Jim and his bike shop.
A real treat to visit and meet Dan and Dave who have taken terrific care of all Jim's cycling needs. Hooray for our LBS's!!! Ilost count of the bike shops I visited along the way.......especially for tubes!
…Then back on Comm Ave, for fun, I brought him [@h2oxtc] to my bike shop at Mass Ave, Back Bay Bikes, where they expeditiously fixed a minor problem he was having [gratis]...
Boston was bustling and festive that Saturday, and I’m sure left him with a pleasant image of the city.
Boston was bustling and festive that Saturday, and I’m sure left him with a pleasant image of the city.
Last edited by Jim from Boston; 05-09-20 at 08:25 AM.
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05-08-20, 02:40 PM
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Same situation here, many shops just within 2 miles and most are kinda iffy and are geared to selling big ticket items. Thankfully mcghee's sporting goods is all around pretty good and can fix stuff if needed, but unfortunately they are only open for repairs now.
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05-08-20, 05:16 PM
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T-habs,
Thanks for the rant! I was a shop service manager for a few years. And I found that having a good management process kept those folks in line. We promised next day delivery, but not a specified 24 hour turn around. We normally had five to seven techs on hand that were paid by hours turned, or bikes assembled. We also had a closed shop with only a watch from the gallery entrance-way. Our policy was to change flats on demand or as walk ins. Our sales reps were mostly responsible for those with a station designated for them in sight of the showroom floor. Everything else was checked in written up as a repair ticket with a phone number for the sales/tech if extras were involved in the repairs. For most of the world next day turn around is just fine. Few if any really need expert service at the drop of a hat. Smiles, MH
Thanks for the rant! I was a shop service manager for a few years. And I found that having a good management process kept those folks in line. We promised next day delivery, but not a specified 24 hour turn around. We normally had five to seven techs on hand that were paid by hours turned, or bikes assembled. We also had a closed shop with only a watch from the gallery entrance-way. Our policy was to change flats on demand or as walk ins. Our sales reps were mostly responsible for those with a station designated for them in sight of the showroom floor. Everything else was checked in written up as a repair ticket with a phone number for the sales/tech if extras were involved in the repairs. For most of the world next day turn around is just fine. Few if any really need expert service at the drop of a hat. Smiles, MH
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05-08-20, 07:28 PM
#58
Clark W. Griswold
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It's a two way street. I don't like when I go into a store just to browse and see how their prices compare to other stores, and some salesperson glues themselves to me and won't let go, even when I tell them straight away that I am not buying at the moment. I understand that good customer service is to acknowledge the customer and see if they need or want any assistance, but when they say no, beat it. This is the main reason that I use online instead of in person, because almost every LBS seems disadainful of anyone whom they feel isn't going to buy something on the spot. It reeks of desperation. Just don't waste all that time on them. Let them come in, see if they need help, and proceed accordingly.
The worst experience was when my GF was looking for her first road bike, and we made it very clear, immediately, that she was just starting the process of learning about bikes, prices, and what was available. She was not buying on the spot, and we were upfront about it, yet the guy wouldn't leave us alone. No matter how we deflected, he was relentless, and the longer it went, the more his attitude changed. By the time we were moving to leave, he was borderline aggressive/rude. I assume that his business wasn't doing well but man, it turned us off. It was a large city with plenty of options so he completely lost us as potential future customers, even though he was very close and convenient.
The worst experience was when my GF was looking for her first road bike, and we made it very clear, immediately, that she was just starting the process of learning about bikes, prices, and what was available. She was not buying on the spot, and we were upfront about it, yet the guy wouldn't leave us alone. No matter how we deflected, he was relentless, and the longer it went, the more his attitude changed. By the time we were moving to leave, he was borderline aggressive/rude. I assume that his business wasn't doing well but man, it turned us off. It was a large city with plenty of options so he completely lost us as potential future customers, even though he was very close and convenient.
A lot of people love to come in to the shop take up our time for free and then buy whatever online as well and that is downright rude and disrespectful. I had one guy do it too the point he screwed himself out of warranty to initially save $200 on a 6k purchase he ended up spending a lot more than that to get the problem fixed which would have been covered under warranty from the bike manufacturer and from Bosch. He than had the gaul to get mad at us because he didn't get his warranty and tried to pass off a fake receipt from a unauthorized dealer even though he bought he bike on eBay.
05-08-20, 08:16 PM
#59
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shopping the store and buying elsewhere is the height of rude, I typically buy my stuff online for pricing and I do my own work but if they help me with something they get the sale. Had a roof rack damaged in a vehicle issue and had the LBS write up an estimate for the other guy's insurance and went back to them to buy the rack once insurance paid up; the price of pedals I wanted were reasonable so bought them as a bonus. Same for shoes, they have them or will bring in the supposed right size for me, they get the sale. I will shop around bikes for best fit and value but I consider that different since bikes have to be tested and still not be what's desired but I also wont ask a shop to order me something to try.
05-08-20, 08:35 PM
#60
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As a current wrench, I have just two requests:
1. Don't be pushy.
2. Set up your voicemail.
It takes twice as long to do stuff right now. Warehouses are overwhelmed. Shops are understocked in hybrids and overwhelmed in service. If we can't contact you because of a complication or completion, it strains us more. Heaven forbid we have a family emergency now (hi). Yikes.
1. Don't be pushy.
2. Set up your voicemail.
It takes twice as long to do stuff right now. Warehouses are overwhelmed. Shops are understocked in hybrids and overwhelmed in service. If we can't contact you because of a complication or completion, it strains us more. Heaven forbid we have a family emergency now (hi). Yikes.
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05-08-20, 08:43 PM
#61
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And to the shop, maybe check that you wrote the phone number down correctly. Not wanting to be pushy, I waited ten days past when my bike was promised before I called to see how it was going. It was ready but they couldn’t get in touch with me because they wrote down an incorrect number. As a current wrench, how pushy would you think I was if I asked you to read back the number I gave you?
05-08-20, 08:50 PM
#62
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And to the shop, maybe check that you wrote the phone number down correctly. Not wanting to be pushy, I waited ten days past when my bike was promised before I called to see how it was going. It was ready but they couldn’t get in touch with me because they wrote down an incorrect number. As a current wrench, how pushy would you think I was if I asked you to read back the number I gave you?
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05-08-20, 08:52 PM
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I run a business that repairs golf clubs and does custom fitting for golfers. I switched to an appointment only format after thinking about buying a Play It Again store. I realized I would spend endless hours with tire kickers and shopper who wanted to pick my brain only to buy elsewhere. So I declined at the last minute, but saved my sanity. Now I only see people when I want to and I can actually schedule them in for my convenience rather than theirs. And if I want to go play golf or go for a bike ride, it is totally up to me.
What I have found as a golf professional is that those who really want to see me are willing to wait until I could see them. As an aside I have become even more desirable because of this. Smiles, MH
What I have found as a golf professional is that those who really want to see me are willing to wait until I could see them. As an aside I have become even more desirable because of this. Smiles, MH
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05-09-20, 01:19 PM
#64
Senior Member
We have an awesome local bike shop here I choose to use...I ALWAYS tell them, "get to it when ya get to it, I'm in no hurry" ..they seem to appreciate that and I got a few other bikes. They have been busy as hell since this quarantine started...they never closed, they are essential😀
05-09-20, 05:59 PM
#65
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Tonight after work we had a discussion about surcharging for on the spot repairs beyond a flat tire or simple gear adjustment. The one comment that stuck out and made a lot of sense was this, "Why does the person who has the fattest wallet always get preference?". That sealed the deal. If there is someone ahead of you in line, get in behind them as they were here first. Simply equitable.
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05-09-20, 06:35 PM
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Tonight after work we had a discussion about surcharging for on the spot repairs beyond a flat tire or simple gear adjustment. The one comment that stuck out and made a lot of sense was this, "Why does the person who has the fattest wallet always get preference?". That sealed the deal. If there is someone ahead of you in line, get in behind them as they were here first. Simply equitable.
05-09-20, 08:04 PM
#67
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05-11-20, 11:46 AM
#68
Jim
At our bike co-op, if the customer is that demanding, we tell them we'll sell them the parts and they can fix it themselves at home and suggest a Park Tool YouTube video to guide them through it. Previously, we'd let our customers use any of our six repair stations & tools, but social distancing precludes that for the time being. Turn around time is 1-4 days depending on how many volunteers show up.
05-11-20, 12:32 PM
#69
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I may be guilty of doing this myself. I always ask if you have the time or I will come back when you're not busy.
05-11-20, 01:02 PM
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I like how the local Performance Bike used to do things: when they had multiple mechanics on duty, one was assigned to "quick" jobs. Need a tube changed, a new chain, an accessory you bought installed, etc. When he didn't have a walk in, he helped with the backlog of project type stuff, but his first priority was quick jobs. 90% of the time you could easily get a true quick issue taken care of on the spot.
I compare that to the shop my wife bought her new bike from before our last tour. When I decided I didn't care about theft and was going to take my "new" bike instead of an older one, she decided she wanted her own as well. I told her to just get a rack there and have them install it, because I didn't know what would fit and it was kinda last minute. They had the rack, they sold her the rack, then told her if she wanted them to install the rack, it would be a three day turnaround. It just kinda rubs customers the wrong way when even something like that is dismissed as "get in line".
I compare that to the shop my wife bought her new bike from before our last tour. When I decided I didn't care about theft and was going to take my "new" bike instead of an older one, she decided she wanted her own as well. I told her to just get a rack there and have them install it, because I didn't know what would fit and it was kinda last minute. They had the rack, they sold her the rack, then told her if she wanted them to install the rack, it would be a three day turnaround. It just kinda rubs customers the wrong way when even something like that is dismissed as "get in line".
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05-11-20, 01:04 PM
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05-11-20, 01:14 PM
#72
Licensed Bike Geek
I suppose we could have an "I want it now" surcharge. Something to ponder. There are nine shops in our area and we all know each other. Often we will call one another asking if a guy with a blue so and so stopped in wanting a cable change on the spot. Yep, sure did, did he stop in your place? He is here right now and has nothing good to say about you guys! And we laugh together. Did he get the I want it now job done? Nope. So he goes to the next shop...blah blah blah. Just wish people could be more civil towards others. Sugar attracts more honey bees than lemons.
Moral of the story is treat others as you want them to treat you. Now, where have I heard that before?
Moral of the story is treat others as you want them to treat you. Now, where have I heard that before?
It’s retail. Suck it up or get out.
05-11-20, 01:35 PM
#73
Senior Member
I work in a shop servicing guitars and other fretted instruments. Same type of clientele, where a select few expect to be placed at the front of the line. I do, however, give them the option of a rush service, if they are willing to pay a premium for it. Most of the time, they are not, and that slows them down a bit.
Fred was also the tightest cheapskate anyone has ever known. Used 5W lightbulbs in the house his mother left him. Never married because women will take all your money. His girlfriends (he was a musician, of course there were gfs) all had tales of how cheap he was. Never bought food or drink, ate at the buffet at the gig and stuffed his pockets or just went hungry. His guitar service people were tipped heavily. Very heavily. Tips for every job and a nice big tip for Christmas. When he died I inherited his old Honda. When I stopped at the guitar gallery in that car I was treated like royalty.
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05-11-20, 02:59 PM
#74
Newbie
Would you do it for a $50 tip, if the work took around 15 minutes? 
After being out of the bike shop as a full timer for about a decade, and only working on Saturdays, I jumped back in as a full time wrench a week ago. Forgot how absolutely narcissistic some riders really are. Experienced the "drop everything now and fix my bike while I wait" scenario three times in the 7 days we have been open since being allowed to reopen. Not sure if these folks have the capacity to understand there is a store full of people, and many more who brought their bikes in for service well before they graced the front door, and are patiently waiting for a call from us letting them know their bike is ready for pick up.
If you find yourself doing this, please stop it! You upset everyone around you as well as yourself when the wrench denies your immediate request and takes care of those who came before your arse arrived.
If you find yourself doing this, please stop it! You upset everyone around you as well as yourself when the wrench denies your immediate request and takes care of those who came before your arse arrived.
05-11-20, 03:04 PM
#75
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This reminds me of a story about my Uncle Fred, a working jazz guitarist. Worked constantly through his late 80s, only slowed down to 10 gigs a week when past 90. He had nice guitars. For example all his electric guitars were gifts given him by Les Paul. Those guitars were maintained in peak condition constantly.
Fred was also the tightest cheapskate anyone has ever known. ...His guitar service people were tipped heavily. Very heavily. Tips for every job and a nice big tip for Christmas.
When he died I inherited his old Honda. When I stopped at the guitar gallery in that car I was treated like royalty.
Fred was also the tightest cheapskate anyone has ever known. ...His guitar service people were tipped heavily. Very heavily. Tips for every job and a nice big tip for Christmas.
When he died I inherited his old Honda. When I stopped at the guitar gallery in that car I was treated like royalty.
I have a particularly upbeat, decades-long relationship with my LBS.
Having the LBS do it all, in my case is a really good deal.
The shop is one block away, and they will fix many things at a convenient time for me. They are so expert that they can do these things quickly, better than me, and often spot problems that I did not see. Whenever I leave the shop, the bikes ride as if new again.
Because the bikes are a major transportation mode for me, keeping them in good repair is critical. We save a lot of money on transportation, so further using the LBS is even more cost-effective.
I tip well, not, “To Insure Prompt Service,” but because i am so appreciative of their work. Hats off to Back Bay Bikes.
I’m on a first name basis with the staff there, and they have a friendly nickname for me. Sometimes on long walks through the commercial public bathroom-poor neighborhood, I stop by, even occasionally just to peruse the cycling accessory inventory.
Their suggestions are always spot on.
The shop is one block away, and they will fix many things at a convenient time for me. They are so expert that they can do these things quickly, better than me, and often spot problems that I did not see. Whenever I leave the shop, the bikes ride as if new again.
Because the bikes are a major transportation mode for me, keeping them in good repair is critical. We save a lot of money on transportation, so further using the LBS is even more cost-effective.
I tip well, not, “To Insure Prompt Service,” but because i am so appreciative of their work. Hats off to Back Bay Bikes.
”Tip your LBS”
Personally, i think tipping in anything but cash is condescending. As described above, i have a congenial, but respectful relation with all the mechanics at my shop, but I don’t think any of us have intentions to be “buddies,” and share some brews, bourbon, doughnuts, or whatever; or even know their preferences.
Imagine offering a non-cash tip to those workers who are traditionally tipped in cash…waiters, hotel bellmen, cabbies, hairstylists…
For me, my bike mechanics provide a vital service that I think about for example when hurtling down a steep hill, secure that the bike won't fall apart.
Personally, i think tipping in anything but cash is condescending. As described above, i have a congenial, but respectful relation with all the mechanics at my shop, but I don’t think any of us have intentions to be “buddies,” and share some brews, bourbon, doughnuts, or whatever; or even know their preferences.
Imagine offering a non-cash tip to those workers who are traditionally tipped in cash…waiters, hotel bellmen, cabbies, hairstylists…
For me, my bike mechanics provide a vital service that I think about for example when hurtling down a steep hill, secure that the bike won't fall apart.
Their suggestions are always spot on.