Do you want to make the most of your bike shop? A great customer is a key to success.
Many local bike shops do more than just sell and service bikes. Many bike shops organize community rides and help with outreach programs to get children on bikes. They also offer a refuge from the concrete jungle for tired cyclists looking for a rebuild of their drivetrain and some friendly conversation.
Bike shops are often run on very low profit margins, and have lost significant sales due to online shopping. This is why they value repeat customers and friendly customers. There are many benefits to becoming a customer of a bike shop, beyond the fact that you have helped them. These include discounts on service and the “friend” price for retail goods. And, most importantly, you will be able to become a part of the shop.
We asked owners of bike shops, mechanics and sales people at shops all over the country about what makes a great customer, and what they should not do.
Listen to the mechanic.
“A customer who enjoys riding their bicycle and takes care of it is someone who is happy to give advice and is well-informed about the bike.”
Robin Graven-Milme – Brand New Bikes Brooklyn, New York
Do some research.
People who do their research before coming into the shop and have some knowledge about the model and the type of riding they are looking for, are more likely to be successful. We are constantly amazed by how much our customers know about bikes.
Joe Doebele and Joe Bike, Portland Oregon
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Ask questions to show interest.
“My favorite customers” are those who don’t mind asking dumb questions and are willing to listen even if they know the answer.
Nathan Hake, Beer City Bicycles Woodfin, North Carolina
Keep your mind open.
“A good customer is open-minded and willing to learn. We want to help them get on a bike so that they have a great day.
Jordan Cullen is a Bicycle Chain Specialist in Roseville, Minnesota
Offer occasional refreshment–like Mark
“Great customers bring us food and beer. Mark, a man who visits us every Friday to drop off 24 beers every Friday afternoon is real. He is a great guy, and never asks for discounts. There are other regulars who bring doughnuts or coffee, so we have to say “people who bring food!”
John Wilkinson, CYCLEX Columbia, Missouri
Recognize the importance of the shop’s contribution to the community.
“We value people who are able to see how the bike shop fits into the local community. The best customers are those who understand the connection between the shop’s location and their neighborhood.
Seamus M. O’Neill, Seamus Bike Shop, San Diego, California
Respect the calendar.
You’ll receive great service in January and February if you don’t shop at the shop’s opening time or don’t arrive before closing. We believe it is important to have a variety of bikes available throughout the year. While we don’t rely on roadies in the summer, we do depend on commuters during winter.
Luke Allumbaugh, JRA Bike Shop in Seattle, Washington
Simply come in!
“A great customer is someone who doesn’t have to spend a lot of money, but just sees others progress in their sport. They want to start riding to work or do a charity ride. Six months later, they are down 15 pounds and you can see them again. “What’s the next bike?”
Jim Kersten, Edgebrook Cycle, Chicago, Illinois
What they would love for you to do is:
You can’t trust the mechanic’s knowledge.
“The most difficult customers are those who think they know everything, and then argue with me about stuff.
Nathan Hake, Beer City Bicycles Woodfin, North Carolina
“I don’t like it when people second-guess what I’m telling them, because they read something on a forums. “
Jim Kersten, Edgebrook Cycle, Chicago, Illinois
Do not be patient.
People who are very aggressive with time frames are the biggest problem customers. They think they are the most important person on the planet if they have to be backed up for more than a week. This should be prioritized.
Nathan Phelps, Peddler Bicycle Shop, Southaven (Mississippi)
It’s annoying when someone comes in with something to do with their bike, even if it’s just a small repair. It’s almost like they are talking to us, but not listening to what we can do.
Jennifer Quijada, Single Track Bikes, Flagstaff, Arizona
The worst part? You can expect hours of advice and help if you only buy online.
“If a customer only comes in to search for information and isn’t doing so to purchase the product online, we don’t give the same level of service. We feel they are abusing us by scanning the QR code from their phone and then not returning to purchase anything.”
Warren Janzen, Cookeville Bicycles, Cookeville, Tennessee
Online shopping is destroying a lot our retail. I am able to say that I have customers who have the means, but still try to haggle with me. Customers will bring valuable products they purchased online to show me and then try to haggle for labor.
Seamus M. O’Neill, Seamus Bike Shop, San Diego, California
