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RBM-What's the secret?

Old 02-25-09, 12:57 PM
  #1  
Griffin2020
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RBM-What's the secret?

What is the secret to getting helped at Richardson Bike Mart?

I realize that I am not the "stereotypical" customer of RBM, but I do not think that excuses the treatment that I normally get when I visit. I have been in four times this year, and have only gotten helped twice. On the clothing side, the girl that helped me was once was wonderful. When I crossed the wall, though, I had to actively interrupt an employee to even get any help at all (and it was VERY obvious that he was anxious to get back to his conversation with the other employees).

We have been in to try to get my wife fitted for a road bike. I had to grab an employee as he walked by (he was about the fifth employee who passed us). I asked him what about sizing a bike. He looked her up and down, asked how tell she is, and said you need a 48, and took off. Obvioulsly, I was a little put off, as we were actively looking to buy a bike for her. That employee could have helped us and would have sold us around $1000 worth of bike on that day. We ended up going elsewhere to get fitted properly, and bought from elsewhere.

The last visit I went to look at/for a Brooks saddle. Same as always. Lots of employees socializing. The repair guys working hard, and two guys in the bike fit area working on someone. I scan the saddles, and one of the employees comes from the bike fit area, I am forced to actively avoid him to keep from getting run over.
He persued the wall a bit, grabbed a saddle, and went back to the pretty lady on the new bike. I stayed over there for 10+ minutes, and wandered the store for another 10+minutes. I was never even acknowledged.

I realize that there are quite a few people who absolutely LOVE that store. I like their selection, but I simply want to know what it takes to get helped? As it stands, I will not go back in there unless I absolutely have to.

Last edited by Griffin2020; 02-26-09 at 09:16 AM. Reason: typos
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Old 02-25-09, 01:02 PM
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ask for louis,a great individual or Woody the General Manager,and if really dissatisfied ask for Jim the owner and I would explain your dislike of not wanting to come to their store as no one seems interested in helping.


here is woody's email
woody@bikemart.com
tell him you are a friend of Gary Smith.
Maybe this will help
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Old 02-25-09, 01:52 PM
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I had the same experiences back in the day. I haven't been in RBM in 3 years and I don't think I've missed anything.
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Old 02-25-09, 02:01 PM
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For real help...go elsewhere

Originally Posted by Griffin2020 View Post
What is the secret to getting helped at Richardson Bike Mart?
For real help, try B&B Bicycles in Cedar Hill, or Bicycles, Inc. I have ALWAYS observed lack of customer attention each time I have been to an RBM, regardless of the location, so I quit going there. It was not worth my time and effort to try and flag down an employee that was actively engaged in a conversation with a co-worker to try and get some information on something that I wanted to spend money on. On top of that, what little information I was able to extract for the employee was pretty much verbatim what was on the box or label, no real usefull information. Try B&B Bicycles or Bicycles, Inc; I have always been treated as though I am important and with courtesy even when I didn't purchase anything. Good luck.
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Old 02-25-09, 02:11 PM
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The secret to getting helped.
Find the bike you want.. Walk it towards the back door and place a helmet on but do not exit the building with said bike.
Wait a minute or two and Poof a salesperson!
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Old 02-25-09, 02:49 PM
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Wow, I've never had that experience at RBM at any location. I've been going to the Frisco shop as
its truly my LBS (about 5 miles from house). If you do go there ask for Tom, or Rodney or Mike.
+1 on letting Woody or Jim know of your dissatisfaction.
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Old 02-25-09, 05:09 PM
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The secret to getting great service at RBM is to leave and go to another bike shop. The guys at Performancebike at Walnut Hill & 75 are awesome.
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Old 02-25-09, 05:59 PM
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Originally Posted by MMACH 5 View Post
The secret to getting great service at RBM is to leave and go to another bike shop. The guys at Performancebike at Walnut Hill & 75 are awesome.
Amen to that! Great bunch of guys over there. One of the tech guys hosts maintenance classes for free (BYOB).

I've been into RBM three times. Twice I walked out having found what I was looking for on my own. The third time I was interested in testing a Redline 925. Couldn't seem to get anyone interested in helping me, soooooooo....

I started attempting to remove the bike from the rack, rather clumsily and making a bit of a ruckus. I had three salesmen there in a heartbeat.
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Old 02-25-09, 06:36 PM
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I've had similar experiences at RBM. Been in a couple of times, and wandered around for a half hour, never had anyone ask me if I needed help. Been in once or twice, and had about 8 different people ask me. I think it's just a matter of how busy they are more than anything.
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Old 02-25-09, 08:03 PM
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I actually love RBM. They completely leave you alone to wander and gawk. When you are ready for help, find a person who isn't busy and ask. Or, go to the main registers and ask for them to find someone to help you. It sound silly, but they are all VERY busy at RBM. A little patience goes a long way.

I recently had a fitting for my POS bikesdirect bike. The guy doing my fitting (Glynn) was on the phone and couldn't get off. I waited about 10 minutes very patiently for him to get unoccupied. After that he spent over an hour on my $50 fitting and also taught me why for most of my problems the fit wasn't the issue, it was my form. (I hunch. Glynn told me I need to work on my core and concentrate on good posture.)
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Old 02-26-09, 09:20 AM
  #11  
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When we have been in it is usually a weeknight, and the store is pretty empty. Actual shopping customers are outnumbered by employees at least 2 to 1. Twice there have been spinning classes going on, but that is it.
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Old 02-26-09, 12:41 PM
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I bought a bike from RBM recently - the first time since 1979 (at the old "bike boom" LBJ location!)

They finished "prepping" it and brought it out. The handlebars were crooked. The Schrader valve stems didn't have caps. They couldn't find an owner's manual or warranty card, and couldn't be inspired to look very hard for them. Little stuff, sure...but easy stuff.

I dunno. Maybe if you're a FoJ* you actually get service there. I probably won't be back to buy another bike from them before 2039.

tcs

*Friend of Jim.
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Old 02-26-09, 03:39 PM
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Originally Posted by MMACH 5 View Post
The secret to getting great service at RBM is to leave and go to another bike shop. The guys at Performancebike at Walnut Hill & 75 are awesome.
I also endorse the Walnut Hill & 75 location of Performance. My wife and I have been ignored more often than not at both RBM locations I've been to (Richardson & White Rock Lake). I've also been ignored at Wheels In Motion in Old Town, but I expect it there. I only go into RBM if I've called ahead and placed an item on hold. The Performance staff, on the other hand, is always pleasant and attentive.
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Old 02-26-09, 07:40 PM
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Weird, I've used every bike shop in DFW and have varying experiences everywhere. I get most annoyed when someone wants to help, and then obviously knows nothing. I'm not sure what your expectations are for service, either. Some folks like to just walk and gawk (like me) and others need a person waiting on their every beck and call.

I prefer Bicycles, Inc in Hurst when I can get out there. Ask for Ian or Russ and you will not get steered wrong.
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Old 02-26-09, 11:52 PM
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Is it really that hard to go up to the counter and ask for a salesperson? I swear, sometimes people get so serious about themselves. They're just people too, and that goes for any bike shop. I happen to like RBM, but that's based partly on Jim experiences so I may be biased.

Steve
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Old 02-27-09, 05:48 PM
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Originally Posted by barlows View Post
Is it really that hard to go up to the counter and ask for a salesperson? I swear, sometimes people get so serious about themselves. They're just people too, and that goes for any bike shop. I happen to like RBM, but that's based partly on Jim experiences so I may be biased.

Steve
Nope, it is not to hard. However, everytime that I have done that it is very obvious that the employee would rather be elsewhere. I do not expect an employee to hold my hand every moment I am in the store, but is it to much to ask that they at least acknowledge my existance and act like they WANT to help me. After all, the customer is the ONLY reason that the store even exists.

I have had good experiences with Performance on 75 and every location of Bikes Inc that I have ever visited, but RBM has a larger inventory.
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Old 02-27-09, 08:48 PM
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rockwall cycling ftw
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Old 02-27-09, 09:58 PM
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and in Ft. Worthless, City Cyclist on Mccart, or Panther City. All of whom are phenoms.
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Old 02-27-09, 10:06 PM
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We had a bit of that in the beginning, but we go there all the time and now they call us by name when we come in. We also quite like Performance on 75 in Dallas (ask for Ryan) or at RBM ask for Barrett. We've had great luck with both of them.
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Old 02-27-09, 10:34 PM
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Ryan, steve and joe are all rad at performance dallas.
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Old 02-28-09, 06:47 AM
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Originally Posted by thehappyrobot View Post
rockwall cycling ftw
+1 - All the guys there are good.
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Old 02-28-09, 09:26 AM
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Walk around like you don't need any help, someone will ask if you need some. I've had really good experience there and ****ty service there. If I'm in there to buy something and I don't get the service I need I atleast tell the manager that They lost a sell as I'm walking out the door.
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Old 03-01-09, 01:26 PM
  #23  
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I shop at the Richardson RBM (hard not to, it's 2 miles from my front door) and I'm treated like a rock star there and I've only bought one bike from them and it was no more than $500. I have an opposite problem I can't seem to shake them when I'm in the store. I might say "no thanks I'm just looking today" to a half a dozen employees each visit.

Knowing the best times to go helps but I've been there when they're really busy too and still had numerous people try and help me. I'm also really nice each time I'm there. Not sure if that has an affect or not.

I heart RBM. I heart many other local bike shops too but RBM is my neighborhood shop.

Chris
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Old 03-01-09, 07:05 PM
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Originally Posted by Mr_Christopher View Post
I shop at the Richardson RBM (hard not to, it's 2 miles from my front door) and I'm treated like a rock star there and I've only bought one bike from them and it was no more than $500. I have an opposite problem I can't seem to shake them when I'm in the store. I might say "no thanks I'm just looking today" to a half a dozen employees each visit.

Knowing the best times to go helps but I've been there when they're really busy too and still had numerous people try and help me. I'm also really nice each time I'm there. Not sure if that has an affect or not.

I heart RBM. I heart many other local bike shops too but RBM is my neighborhood shop.

Chris
I've experienced much what Mr C has. I'm more of a self service guy, though.
I'd certainly like to see more consumables (cables, housings, brakepads, chains, etc.) out on display. (one of the things I like about Performance Bike)
Other than that I've always managed to get great service...and I haven't even bought a new bike there.
I have dropped cash for wrench service there, though. Steve greets me by name and gives a decent discount when I need something.
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Old 03-01-09, 07:22 PM
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Go to Mad Duck Cyclery in Grapevine or Colonel's in FTW best LBS's bar none!
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