Originally Posted by
Trsnrtr
The problem with bike shops is that many don't have a very good employee education program on sales and customer support. They hire somebody because they have an interest in bikes or whatever and then don't educate them on retail sales.
My LBS is excellent in taking young people and grooming them in business. The owner has an MBA and trains his employees well. He generally has a staff meeting before opening the doors everyday and I've seen him frequently giving his employees instructions on new products and on serving the customer.
The point is, not all shops are bad. You just have to find one that you're comfortable with.
^This^ As a retail shop owner (not bike related) it is harder and harder to make ends meet. The days of shopping downtown and every shop being a mom & pop with the owner on site and knowing their customers by name is about over. I can see the end someday of the small independent retail shop. It will be big box or internet...and by default, customer service will be a thing of the past.
Someone once asked me, "Who is your best customer?" I responded, "Every one of them".
You will only survive today by offering something they can't get at the big box store or on line. That would be mostly service. That requires training, whether a bike shop mechanic, a jeweler, or otherwise. Whatever, you better make keeping customers happy and at least meeting their expectations a top priority.
Having said all that, I try to support the local bike shop across the street (Specialized dealer) but sometimes it is difficult. They are focused on bike sales and bike servicing. I went in last week needing a shifting cable, having issues with shifting on the front rings. So I asked about shifting cables, "Yes, we carry cables". "Okay...I need one for a road bike, the front cable." (no response, just a nod) "Uhh, where are they?" "We have some kits out front but they are expensive." (no further words) "Okay...so...?" "We keep them in the back. Maybe you should bring the bike in." "Oh, uhh, mmm, Okay... "
I left, went to Amazon, bought a cable set. Decided while I was at it, go ahead and upgrade the front derailleur and replace the large ring which had a broken tooth.