You want to get the best out of your bicycle shop. Great customer service is key.
Bike shops are more than just a place to sell and service bikes. Many local bike shops offer community rides, outreach programs, and even a place to rest your head and get some conversation with other cyclists.
Many bike shops have very small profit margins and are losing significant sales to online shopping. That is why they love returning customers and being friendly. You can help the store by becoming a regular customer and receive discounts, a friend price on goods and, most importantly the status of being a member of the shop.
We asked bike shop owners, mechanics, and associates from shops across the country to tell us what makes a great client–and what you shouldn’t do.
Listen to your mechanic.
“A good customer is someone who enjoys riding their bike, cares about it, and will also take suggestions.
Robin Gravene-Milme. Brand New Bikes. Brooklyn, New York
You might even want to do some research before you buy.
“People who do extensive research and come to the shop with some information about the model they are interested in and the riding style they prefer, are easier to work with.” It is always amazing to see how much our customers know about bikes.
Joe Doebele, Joe Bike Portland, Oregon
Ask questions to show your interest.
“My favorite customers, I believe, are the ones who aren’t afraid to ask dumb questions and will listen to me even if they already know the answer.”
Nathan Hake, Beer City Bicycles Woodfin North Carolina
Be open-minded.
“A good customer arrives with an open mind, and understands that we are trying to work together to get them on a bicycle so they can have a great time.”
Jordan Cullen: Bicycle Chain, Roseville (Minnesota)
Regular refreshment – Mark!
“Great customers are those who bring us food or beer. Mark comes in every Friday afternoon and drops off 24 beers. Great guy. Never asks for a discount and always drops off beer. Other regulars bring coffee and doughnuts to our house, so I will have to say “people who deliver food!”
John Wilkinson CYCLEX Columbia Missouri
The shop’s place in the community is important.
“We are grateful for people who get the value of the bike shop as a part of the local community. Because they know the relationship between the shop, the community and the shop, the best customers will go to the best shops.
Seamus M. O’Neill, Seamus Bike Shop, San Diego, California
Respect the calendar.
If you don’t shop right away at opening and don’t show up before close, the bike shop will still be open throughout the year. You’ll still get great service in January or December. It is crucial that we have your bike needs covered throughout the year. We don’t depend on roadies in summer, but commuters all through winter.
Luke Allumbaugh – JRA Bike Shop, Seattle (Washington)
You just need to come in!
“What makes a great customer?” Even if they don’t spend many grand, it is seeing someone improve in their sport. They are looking to learn how to ride to work, or to donate their time. You see them six months later, down 15 pounds, and then they say, “What’s next?” They ask, “What’s next?”
Jim Kersten, Edgebrook Cycle, Chicago, Illinois
They’d love to see you cut out these:
Trust the mechanic’s skills without hesitation.
“The most difficult customers” are those who believe they know everything. They argue with me about things, whether it’s a repair job or buying a bicycle.
Nathan Hake (Beer City Bicycles), Woodfin North Carolina
“I don’t like it when someone second-guesses what I’m saying because they saw something on a forum. “
Jim Kersten, Edgebrook Cycle, Chicago, Illinois
If you require a bike service, get in touch with the team at Bike and Spanner Edinburgh.
Don’t be patient.
“People who are too aggressive in their time frames are the greatest problem customers.” People who are backed up every week think they’re the most important person (and should be prioritized).
Nathan Phelps Peddler Bike Shop in Southaven, Mississippi
“It can be frustrating when someone comes into our shop with a maintenance item, even if it is a very minor fix. It’s as if they don’t want to hear what we can help with and are speaking to us.
Jennifer Quijada, Single Track Bikes, Flagstaff, Arizona
Worst of all, expect to receive hours of assistance and advice if you buy online.
“If a customer arrives at our office and does not do anything but search for information for hours, and only wants to order the goods online, then we will not offer as much service. This is because we feel that they are just abusing us. They scan the QR code on their phones and don’t come back to buy anything.
Warren Janzen, Cookeville Bicycles, Cookeville, Tennessee
Online shopping is killing a lot retail. I can tell you that I have customers with the ability to pay a lot but are willing to bargain. Customers who bring valuable products that they bought online will come to me with their headsets and attempt to haggle on labor.
Seamus M. O’Neill, Seamus Bike Shop, San Diego, California
