texasgreg

I have been looking around and saving some money to buy a new bike for a little while now. I am ready to buy, so I have been going to my local bike shops around town. I had my choices narrowed down to a Trek 4300 (non disc) and a Specialized Hardrock Sport. The guys at the shop that sells Trek are really cool and professional. I went to the store that sells Specialized though, and those guys were the biggest bunch of jerks I have ever seen!!! I even gave them a second chance and thought that maybe I went on a bad day, but more of the same. I walked around the store for 20 minutes both times, and not once was I approached by any of the staff. I will NOT buy a Specialized now simply because of the poor staff that I would have to deal with during and after the sale. It just really upsets me to see this, because I really did like the bikes. I'll get off of m soapbox now.

drafters65

.....they're jerks because they didn't approach you?

Stray8

Buy the bike that you want, not just the bike from the salespeople that you happen to like. You can always tip good service and stiff bad service. After you get the bike you can always tell them you're giving a ten-spot to the Trek people because they treated you better... Besides, who knows? If you're actually buying a bike they might even set you up better than the Trek people could...

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mustang1

I thoguht that was some new sales thing where customers do not like being approached coz they feel like they're being hassled. Possibly, I dunno?

Cyclist30907654

Most shops that I frequent let you walk around without approaching you, especially if it looks like if you're just looking around. I think you'll find that if you have a question to ask, the staff can be quite helpful.

But who knows, maybe the standards are different in Texas.

dminor 

Basically, yes. I have seen this and been subject to this kind of "interaction" in bike shops before; and that is one reason I don't patronize those shops. Giving a customer some 'space' is one thing; being totally inattentive is completely another. Not attending to a customer is bad form in ANY retail environment.

In some areas this can be done - - as long as there is another dealer of that brand within reasonable driving distance. Never reward shoddy customer service with a sale just because you have to have that bike.

stevage

>I will NOT buy a Specialized now simply because of the poor staff that I would have to deal with during and after the sale.

You're right. It makes absolutely no sense to buy the bike you want, because the salespeople in that shop were no good.

Sarcasm.

If the mechanics were bad, that would be different.

Steve

stevage

You're barking mad.

Steve

jjbod1

Dont judge a brand just buy the people who work in one shop. I ride Fishers, and the main Fisher dealer i deal with is awesome. But there is another i had been to a couple times and they where *** holes. The other shop I do business with is a Specialized dealer, and again great people. Just like the others have said, buy the bike you want, find another shop if possible. Then after you get the bike it doesn't matter what a shop sells, they will service your bike. But if you can build a good relationship with 2 shops,that way you have a second place to go when you need quick fixes, if the other is to busy.

z415

The LBSs I frequent (about 10) tend to ignore you when they think you know what you are doing. Take it as a compliment

They ignore me after they've seen me more than twice.

drafters65

lol so you stood there for 20 minutes with a question on your head not once but twice and you never approached a sales person?

Pocko

When I go into a bike store, I don't like staff following me around and talking me into buying things. I want to be left alone, but that's me and I know about stuff. However, I do try to make eye contact with the staff when I first walk in and say I just want to have a look around, so they leave me to it.

In the same manner, a shop keeper should at least acknowledge a customer even if they can't attend to them immediately. A friendly nod, smile or wave - even while on the phone or busy with another customer goes a long way.

Respect goes both ways.

I've only been to one shop, where I was deliberately ignored... I stood at the counter, item on hand waiting to be served with no other customers in the building. Two staff (sitting just 5 feet away) having a casual conversation, looked at me then continued talking. This went on for a while, while I stood in the same spot. Then when they were well and truly finished, one of them stood up and attended to the sale totally disinterested.

Well... erroneously hiring drongo staff is one thing... they come and go, so hey I can be forgiving... but not if that was the store owner, then it's personal.

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Hexenmeister

It's just the opposite where I live. The guys at the Specialized store are great, while the Trek store is overpriced and has disinterested salespeople.

In fact, I just bought a Hardrock Sport which is due to arrive tomorrow.

dminor 

No. I do not give them 20 minutes to figure out if they're going to help me. Life's too short for me to waste my time waiting for pissants to figure out something that should have been drilled into them in Retail 101.

On the other hand, I too cannot stand hovering salespeople; but someone better damn well at least acknowledge my presence, tell me to feel free to browse and be paying enough attention to notice if I might have a question or need help.

Duce97

I geuss i have it good then , both the trek and specialized stores in my area have great people and nice stores.

Face-Plant

Buy the bike you like and want, then take it to the shop you feel will give you the service you would like. Better yet learn to wrench your own bike.

n00bL35

I've worked in sales and I know that when someone is in the store, you don't have to follow behind them, but at the very least, acknowledge their presence with a greeting and offer help or to answer questions. It shouldn't be up to the nervous first time buyer to approach the staff. If I ran the store, I would take complaints like this seriously and the sales staff would jump.

jdon

Try another Secialized dealer and get the bike you want. Easy.

mtnbiker66

Just anther reason that Specialized SUCKS!!!!!!!

Face-Plant

Stray8

Not the best of business practices on their part, but this is offbase. First, until you actually buy something you're not truly a customer of theirs yet. You're just one of many potential customers that are "just looking"...

If I had to have that bike, then I would buy that bike to have. If there were no other choice but to deal with a vendor I didn't like in order to get it, then barring any other option I still would. I just wouldn't patronize them any further for service or parts. I wouldn't settle for a second choice bike simply because I liked their sales people better. I'm not swapping spit with them and my lone decision to purchase to without purchase isn't going to make them change their ways.

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texasgreg

I have been in sales my entire career, and this goes beyond giving the customer space. I work solely on commision and I know that customers do not like to be crowded or pressured to buy anything, but they do want to be acknowledged, and have any questions answered if they need - i.e. "Do you know what kind of bike you are looking for", or "do you know what frame size you need"? I can overlook young student workers, but I absolutely refuse to reward poor service simply because of the brand bike. I can't really say that I like the Specialized better, because none of the salespeople would offer to let me test ride one or even offer up ANY information on one at all!! I walked into the Trek store, and within 20 minutes there, they had already pulled 3-4 bikes down (elevated bike racks) and explained the differences in all of the models in my price range, as well as letting me know about free service for the life of the bike. That is the kind of service more stores should practice. I am not judging Specialized because of my local store, but I'm not going to drive to Houston (100 miles) to another dealer either.

dminor 

I think you are missing my point and it's not off-base. EVERY "potential customer" who walks in the door of a shop is just that: a pontential customer. Yes, after many years of waiting on customers, many salespeople get a feel for whether or not a person is a potential purchaser; but even if that person is "just looking" today, that doesn't mean they won't be a live purchaser next week. NEVER judge a book by its cover and ALWAYS treat the customer with respect.

Secondly, I'm not saying to settle for a second-choice bike if you're someone who knows bikes well, knows EXACTLY what you want before you walk in and will not be satisfied until you own THAT bike. But if that shop has that bike and they treat me poorly, I won't buy it from them period. End of discussion. I will go elsewhere; I'll research other shops and drive to one a hundred miles away to get that bike if I have to. The person more open to brand/model choices is what I was referring to when I said not to get so invested in one particular bike that you're willing to put up with poor customer service.

I've noticed two very different kinds of business models for bike shops in our general area: professionally-run retail establishments that recognize that selling their wares is a consumer-driven enterprise; and throwback businesses from another era in which the owners act like gatekeepers to an exclusive club for a sport that only they can decide who is worthy enough to enter. I have no use whatsoever for the latter.

Stray8

Don't get me wrong, I'm all for more friendly professional service with a smile to even potential customers. And if another bike is the equivalent or better to what I want at a nicer place, then of course they'll get my patronage.

I'm just pointing out that my purchase is primarily to acquire the product (since I try to do my own wrenching), not something to wield in order to "teach someone a business lesson" at my own expense of getting something other than I really want.

If they didn't pull down bikes nor offer you test-rides and therefore you don't know enough about their bikes, then it's clearly their loss. But if you did happen across a specific bike that you really want and can't get elsewhere, then it's less than optimal to settle for something else out of spite. Too many people seem to feel that their one purchase or lack of purchase is going to be the lightning rod that gets a LBS to completely change their spots if they're poor in attitude. Sadly, this is not often the case.


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billyymc

You must live in the same place I do. Was at the local Trek shop today looking at a 6000 for my daughter - sticker of $879. No discount, never have sales according to the owner. I get home, and the Trek site is having a promotion on all their bikes -- same bike shown for $699. I call the shop -- they say they aren't participating in the promotion, that it's too much of a hassle for them. Well...it's too much of a hassle for me to spend my money there then.

Heading down to the local Specialized shop in a few minutes. It's a farther ride, but well worth it. Many LBS have managed to stay in business in spite of themselves -- I suspect that won't be true much longer.