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  1. #1
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    Does your LBS call you?

    This condition seems to be everywhere not only in the local bike shops. Does it happen to you? Nobody ever calls when they say they will. You know, you give them your number and they say, "i'll call you if there is trouble" or " I'll call you when it's ready."

    Yet they never, ever do. I could easily leave my bike there forever and they would never call when it is done. A couple weeks ago, i took my roadbike in for some fitting help. They were super nice and helped me with fitting. He also ordered a longer stem. I thought i would be nice and buy it there instead of ordering one online myself.

    So a couple weeks go by and no call. So i stop in and yes the stem is in. So then i bring my bike in a few days later and tell them that there is no big hurry because i haven't been riding the roadbike much. I wait a week or so and then go back because of course they didn't call.

    They proceed to tell me that the stem they ordered was the same as the one i already have. They would have never told me if i hadn't stopped to ask. My bike would have just sat in the back with all the others gathering dust. So i just told them i would pick up the bike and keep the original stem. (actually i ordered one online myself like i should have to start with.)

    This always happens now days. Happens at the car repair shop to. They always take my number but never call me when my car is done. I always have to call them and somehow mysteriously it just got done. Why the hell can't anybody pick up the phone and call any more? NOBODY does that around here any more.

    HOw many messages have you left with businesses and never had returned as well?

  2. #2
    Hypoxic Member head_wind's Avatar
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    It isn't just LBSs, it's the entire corporate world. Todays NTTimes had an article on customer service (by phone) and how to get to a human. See:
    http://www.nytimes.com/2006/02/26/bu...ey/26mgmt.html
    Access to the NYT requires registration and is free.

  3. #3
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    Maybe mine is unusual but when I special order a part, they call me when it comes in.

  4. #4
    EuroJosh's Avatar
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    The shop I work at will call the hell out of you. Can't make much money off of special orders/compleated repairs that are sitting here collecting dust.

  5. #5
    Senior Member Retro Grouch's Avatar
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    Actually, that's the main reason that I go to the LBS that I use today.

    I do all of my own work and some for other people too. No LBS ever has the exact parts that I want in stock so everything is special order. If I call in an order by about noon on Tuesday, I know that I'll get a call by noon or one o'clock on Friday to say that my parts are in. I have my own QBP catalogue so I don't take up a lot of their time and I even check the stock levels on line to be sure the part that I want is in stock. They merge my order with theirs and give me a good, no haggle, price. Everybody wins.

  6. #6
    Senior Member juicemouse's Avatar
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    Quote Originally Posted by Retro Grouch
    ...and I even check the stock levels on line to be sure the part that I want is in stock.
    How do you do that? I'd love to be a little better prepared when I walk into my LBS so as not to be such a PITA.
    It is my belief that every person in this world has something to teach, and everything to learn.

    In memory of Jim Price (aka. sydney) ...

  7. #7
    Death fork? Naaaah!! top506's Avatar
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    Quote Originally Posted by HillRider
    Maybe mine is unusual but when I special order a part, they call me when it comes in.
    Same here, and also with my not-so-local shop, a big place down on the coast that does a lot of on-line business. The place in Bath will even offer to drop it in the mail.
    Top

  8. #8
    Senior Member Retro Grouch's Avatar
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    Quote Originally Posted by juicemouse
    How do you do that? I'd love to be a little better prepared when I walk into my LBS so as not to be such a PITA.
    PM me.

  9. #9
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    My LBS has been very good about calling me when parts come in or when repairs are done. At an early point in my dealing with them, the owner even emailed me to make sure that a new wheel was living up to expectations. More recently, when drive train repairs were going to be more extensive than originally expected they called me to break the bad news and get approval to complete the extra work. I guess that's why I like my LBS.
    God grant me the serenity to accept the hills and winds I cannot change;
    courage to challenge the cagers I can; and wisdom to know the difference.
    (with apologies to AA)
    24 mi. roundtrip -- Maryland suburbs to DC and back.

  10. #10
    The Red Lantern Rev.Chuck's Avatar
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    Most small businesses will call the customer if for no other reason than to get money back in for work done.
    It is a two way street.
    I call about a repair extra(So the customer does not freak when his bill has an extra $2.95 to replace the brake cable that has two strands remaining). Leave a message at both numbers. Then wait, and wait. Finally two or three days later, he will return the call approving the work and expecting to pick it up in the next twenty minutes.
    Then there is the cellphone customer. You call and leave a detailed message after working your way thru the five step process to get to his mailbox and listening to his greeting which includes the opening of In-A-Gadda-Da-Vida. Thirty seconds later you get a pnone call that starts with, "Who is this? You just called me"
    Then there are the people that just never pick stuff up no matter how many times you call. Or give you the number of a guy that knows one of their freinds sisters hairdresser because they don't have a phone yet. Or move away. Or change cell service. And their stuff just sits and waits and takes up space.

    The above is not most people. Most people are courteous and call back, or are near the phone when it rings. And most people get their stuff right away because they want it back.
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    I am in the woods and I have gone crazy.

  11. #11
    Banned.
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    It looks like there are some good shops out there. I figured there were but I just don't happen to have one available to me. I think the main issue is that customer service seems to be dieing. People as a rule, aren't concerned enough about it to pay for it.

  12. #12
    Senior Member concernicus's Avatar
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    i always call when trouble comes up or the bikes done, and my lbs back in la always calls me (theyre huge though, lance goes there)

  13. #13
    Senior Member rule's Avatar
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    They call. And yeah, that's one of the reasons they get so much of my business. They do a good job of just keeping in touch, whether my bike is in or not. Richardson Bike Mart - Richardson location. Love those guys.

  14. #14
    I-M-D bell curve of bikn'
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    My LBS has always called me and even when I give them a cell phone they do! Like I say, it pays to have a great LBS!
    Ego Campana Inflectum of Circuitous

  15. #15
    The Red Lantern Rev.Chuck's Avatar
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    With the increased popularity of cell phones and several colleges near by, our phone bill has gone up some. Probably 1/4 of our customer calls are long distance now.
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    I am in the woods and I have gone crazy.

  16. #16
    likes avocadoes
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    I've got two bike shops that call me on a regular basis just to tell me when cool new stuff comes in that I have to check out! Then again, I ride frequently with folks from both shops...

  17. #17
    aka.STOP on CSS and BF2
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    my lbs sucks when it comes to calling, once after a 2 week silence, i called them and was told that my bike had been ready for one and a half weeks. Then again they suck at about everything especially ripping people off
    rides...
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  18. #18
    Senior Member capwater's Avatar
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    Depends on which area your LBS makes it's mony from. If they make the majority of it selling bikes (about a 33% markup), they may slack on the service end. But if the shop is more service oriented and less sales driven they usually are better in the commo.

  19. #19
    Senior Member DieselDan's Avatar
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    The LBS where I live always calls whenever my bike is ready.

    The LBS near my workplace never gets off the phone to call customers.
    Bikes use brakes to stop.

    If your bike has breaks, don't ride it.

  20. #20
    The Red Lantern Rev.Chuck's Avatar
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    There is also the message left with other than the person owning a bike. If I think I am leaving a message with a kid or the housekeeper, I noteit and the time on the ticket. I always put the date called and if it was a message, a person recieving the message, or an answering machine.
    After many years of doing this, I would bet that the people with the biggest problem not getting messages also have children older than 10 in their house.
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    I am in the woods and I have gone crazy.

  21. #21
    You Know!? For Kids! jsharr's Avatar
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    my LBS calls me when things are done if asked, or has work done when promised. Don't know that I would put up with a shop that promised to call and did not. Honesty and integrity are paramount, be it from your LBS, work mates, whatever.
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    Quote Originally Posted by colorider View Post
    Phobias are for irrational fears. Fear of junk ripping badgers is perfectly rational. Those things are nasty.

  22. #22
    Unique Vintage Steel cuda2k's Avatar
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    Quote Originally Posted by jsharr
    my LBS calls me when things are done if asked, or has work done when promised. Don't know that I would put up with a shop that promised to call and did not. Honesty and integrity are paramount, be it from your LBS, work mates, whatever.
    What he said... of course, we use the same shop. Most recently I had the BB threads chased on my Gazelle when I was building it. I told them when I'd be back for it when the said the estimated time till it would be done, but said if they got done with it before X time to call me. Sure enough, less than a half hour later they called.
    [CENTER][URL="http://VeloBase.com"][IMG]http://velobase.com/App_Themes/VeloBase2_blue/Images/VeloBase2TitleCampagnolo.jpg[/IMG][/URL][/CENTER]
    [CENTER][URL="http://JonPFischer.com"][COLOR="#006400"]Fischer Photography[/COLOR][/URL] - [URL="http://www.bikeforums.net/showthread.php/785462-My-new-modern-quot-Classic-quot-Kirk-JKS-Classic-Terraplane"][COLOR="#8b0000"]Kirk Frameworks JKS-Classic Build Thread[/COLOR][/URL][/CENTER]

  23. #23
    Hey guyz? Guyz? Wait up!! Siu Blue Wind's Avatar
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    My LBS won't call me. He'll just do the work as soon as I bring it in. If it is something that will take time (changing out my brakes), he calls before it gets done and tells me approximately when to come in.
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  24. #24
    Certified Train Wreck mloywhite's Avatar
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    The owners of my LBS are great, very good about calling, do the work while I wait if at all possible, but they have a hard time keeping good employees. So often, as soon as they have somebody trained and doing a good job, the person leaves to go to a new college, or other shop, so it's iffy with anybody but the owners and their two longer-term guys.

  25. #25
    It's true, man.
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    Mine emails me any significant information. They're a great shop.

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