Photo by Linda Cronin
You may be wondering where I’ve been.
Also, you’d have to be living under a rock to not notice PBK kit, spreading like wild fire through the local bunch rides.
Here’s my problem.
I don’t come to your shop, because I like you — I come to fill a need. My need! which is more important than yours. I’m the customer.
Your measly discount doesn’t cut it either. Discounts are common place - if I wanted a discount, I’d shop online — at one of the many online bike shops.
Why I come, isn’t really important in this context. It may be for repairs or advice. I may need lights or some chain lube. What’s important — is how I’m made to feel. Make me feel stupid, inferior or like a tree that money grows on — and we’ll part company indefinately.
I seek an interaction that isn’t available in the online space. It’s this interaction that pays your bills — it keeps me coming back for more — It’s why I choose you, over your online counterparts. It’s more commonly known as customer service.
Worry less about the price erosion by online stores. Start giving remarkable customer service — act on what you can control.
Next time I drop by - Make me feel special, like you want my business, like you care about me — and my bike. I would happily pay full retail price, in exchange for a little quality customer service.
This is fundamental — yet so many local bike shops just don’t get. Seth agrees.
