The Chainlink

Does Customer Service Exist Any More?

I guess I am writing this to get it off my mind, but I am curious as to what others think/experience/believe as far as customer service and manners when you go to a store, or a bike shop in particular.

 

My experience yesterday was disheartening. As I was getting ready to go home yesterday, I noticed that my tire wasn't quite flat, and since it was full in the morning, I guessed it was a slow leak. Instead of riding on it all the way home, I figured I would stop in the first bike shop I passed and the tire filled with air and buy a new tube for me to put on later or just have them change the tube out for me and I pay for a new tube and labor.  I stopped as the closest shop along my route home from work, a shop which I will not name. I rolled my bike in, and observed one salesperson in front of me at the bottom of the ramp, and two cashiers behind the register. None of them were doing much of anything but talking to each other since there were no customers in the store, or if there were, I didn't see them.  The salesperson just looked at me blankly as I walked in, kind of a dead stare. No "hello" No "welcome to the shop" nothing, nada, just silent staring. The cashiers continued talking to each other. After an awkward silence, I tentatively asked him if there was an air hose available and the staring man nastily snarled - "the pump's over there" and pointed in the general direction of the pump. 

 

Now, I know I came in asking for air for my tire, but I was slightly taken aback that there was absolutely NO friendliness from anyone in that shop- no effort to even try to encourage me to be a customer.  If they were friendly, I would have had this shop fix my tire/tube for me or I would have bought my tube and considered coming there again. Of course, due to the attitude of the first person I encountered, I will probably just avoid the place from now on, and go farther out of my way for whatever I need or I will just order it online and avoid personal interaction whatsoever.  In fact, all negativity toward this shop would have disappeared if I had received a simple "hello" Or "Hello, can I help you?" and I would have given my bike to them to fix or at least bought a tube from them.  

 

Is this normal for shops, or bike shops in particular? I don't think I have ever felt so unwelcome in a store like I did yesterday. Or am I asking too much for some customer service and general politeness. 

 

And I am also putting my critique on the Bike Shop Database for all it's worth.

 

 

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Replies to This Discussion

Permalink Reply by Duppie on October 18, 2011 at 9:59am

I am going out on a limb and say this was Village Cycle Center? ("the bottom of the ramp" gives it away).

 

That store is a good place if you are looking for a new Trek at a sharp price. If you are shopping for any other reason (service, parts) you should avoid it. Service/Parts are not part of their business plan and hence they don't care.

Permalink Reply by Jared on October 18, 2011 at 10:04am
While taking a class at REI and someone asked about bike shops Village was the only one he said to avoid.
Permalink Reply by Melanie K on October 18, 2011 at 10:17am

 Thanks for the reply, Duppie. And yes, you got the shop right. :) 

 

I understand that it is a bike shop dedicated to selling bikes and that service isn't their forte.  It just was convenient and the first one I hit on my way home. I guess I just feel that people have lost all manners lately.  Honestly, when a shop is nice to me, I consider that shop when I plan on buying a new bicycle. When I get treated rudely, I think that maybe I should go online and avoid dealing with condescension and arrogance of people.  I would like to think that any store would understand that being rude or just indifferent to any potential customer drives away business.  I think a lot of places (not just bicycle stores) have lost touch with customer service altogether, which drives people to shop online to avoid interacting with potentially rude sales staff.  I love to go to bike shops as I am constantly upgrading/replacing and fixing things on our bicycles, but I do tend to avoid a lot of them due to how I have been treated (either condescendingly or with indifference).  So, one more shop off my list of places to consider when I do plan on buying a new bike. 

Duppie said:

I am going out on a limb and say this was Village Cycle Center? ("the bottom of the ramp" gives it away).

 

That store is a good place if you are looking for a new Trek at a sharp price. If you are shopping for any other reason (service, parts) you should avoid it. Service/Parts are not part of their business plan and hence they don't care.

Permalink Reply by Duppie on October 18, 2011 at 10:38am
Not sure what your exact route is, but a little further south from Village Cycle is Kozy's on Erie, just west of Wells. I've had good experiences there.
Permalink Reply by Melanie K on October 18, 2011 at 10:46am
Actually, I thought of stopping at Kozy's- I have found they have always been friendly no matter the problem- and I bought a new bike there a few years ago because of it :) It just so happened I would have had to backtrack and I decided to stop at you know where....last time I go against my instinct :)
Permalink Reply by Steve Courtright on October 18, 2011 at 10:53am
I have never seen real retail numbers, but it is my impression that service/parts is where most bike shops make their money - so having poor service and/or unhelpful people seems like a really bad plan.
Permalink Reply by Moc Artsy on October 18, 2011 at 11:00am
As a matter of principle, I will not do business with a shop that has treated me rudely, given poor advice, or done poor work--even if it means going out of my way. 
Permalink Reply by Kevin C Dormant on October 18, 2011 at 11:00am
About 15 years ago I accompanied a friend who was interested in buying a bike that Village carried. I was amazed to learn that they wouldn't let her test ride it. I haven't set foot in Village Cycle since.
Permalink Reply by Fran Kondorf on October 18, 2011 at 11:32am

 Well said. I feel that way about ALL types of places; grocery stores, restaurants, movie theatres, etc.- wherever I choose to spend my dough.

  AND, I'll go out of my way to commend people when they do a great job, since 'service with a smile' is such a rarity these days. Most managers/staff seem surprised & appreciative when I tell them that I had a good experience in their establishment.

 -f

 

Moc Artsy said:

As a matter of principle, I will not do business with a shop that has treated me rudely, given poor advice, or done poor work--even if it means going out of my way. 
Permalink Reply by Melanie K on October 18, 2011 at 11:39am
I agree with Fran and Moc- I also do not do business with places that are rude. I gave this place a chance and they blew it. I have been treated extra-nice by the people at Kozy on Erie, and I should have backtracked to go there, but at least I learned a lesson on where not to go. I have a few other places on my do-not-patronize list as well-VC is now on that list. 

Fran Kondorf said:

 Well said. I feel that way about ALL types of places; grocery stores, restaurants, movie theatres, etc.- wherever I choose to spend my dough.

  AND, I'll go out of my way to commend people when they do a great job, since 'service with a smile' is such a rarity these days. Most managers/staff seem surprised & appreciative when I tell them that I had a good experience in their establishment.

 -f

 

Moc Artsy said:

As a matter of principle, I will not do business with a shop that has treated me rudely, given poor advice, or done poor work--even if it means going out of my way. 
Permalink Reply by BalloonBiker on October 18, 2011 at 12:29pm
I've had very good experiences with village. I did purchase a bike there, but I found the service I received after the purchase to be very good. Their sale racks can be fabulous if you are a bargain hunter ($5 bike shorts and jerseys!).

I'm sorry you had a bad experience. I know how frustrating that can be. I've certainly experienced that and have some shops in my "do not visit category"
Permalink Reply by Melanie K on October 18, 2011 at 12:42pm

I guess the whole purpose I posted this is basically that first impressions do count- for any business. I think if I owned a business (especially a bike shop) I would be periodically checking out interest group websites related to my industry and in my area to see if my shop was mentioned.  

I am sure plenty of people have had good experiences there or they would be out of business by now.  I guess I am hoping that someone from Village or any other bike shop, might happen upon this post and maybe re-educate their staff on customer service skills and why it is important to just be welcoming, polite and friendly to everyone who comes in- no matter if they buy or not.  Really, a simple "Hello, welcome to our shop" would have probably been all it took for me to think of this place as being a nice shop and I would mention that kindness to others.  

 

The final kicker was that even after I nicely thanked them for letting me use the airpump, the guy who pointed at the pump briskly turned his back on me and walked away in silence...ouch. That is why I posted- as it really bothered me and it was not the way for a good first impression.  Maybe he was having a bad day or something, but again, that impression and coldness really turned me off. 

 

Again, it could have just been a bad day- but never again will I go there.  

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