Honesty
This trait came up more times than I would have expected. Riders want to trust that the bike shop employees are honest about everything related to the customer.
Customer Satisfaction
Good shops have a way of remembering (or glancing at a store account) to ask the cyclist how everything is going. "Your bike is working well after the last tune up?" or "How do you like the new tires I suggested?"
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A good shop will try to make an unhappy customer feel better about the situation. For example, if a bike repair wasn't 100 percent well done, apologize for the error, correct it and throw in a bike tube or add a store credit to the customer's account.
Loyalty
Riders will be loyal to a particular shop if that shop is loyal to them in return. Repeat customers like to have special treatment that includes special discounts and an occasional freebie.
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I Just Want You to Know Who I Am
A surprising number of riders appreciate when shop employees know them by name. This takes a stable workforce visiting with loyal customers. Constantly dealing with new faces in the shop is frustrating for riders. Perhaps it is because customers feel they don't have a connection with someone they can trust. Additionally, if someone knows you by name it feels like they will give you personal care.
How Do You Find a Good Bike Shop?
Many riders visited several shops before giving their business to a particular shop. They talked to the sales staff and mechanics as well. Most riders want to know and see who will be working on their bikes. It's personal.
The second, and most common, way to find a good shop is word of mouth. Cyclists usually ask someone they trust to recommend a bike shop.
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A big thanks to everyone that contributed comments for the column: Andy Artzberger, Chad Brent, Nicole Callan, Diana Hassel, Larry Linne, Ross Livingston, David Newman, Jerry Nichols, Barb Schultz, Tony Riccio, Belinda Seligman, Alan Schenkel, Peter Stackhouse, Bruce Runnells, Laura Hinds and Kent Winters.
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