Penrod, unfortunately I don't wield quite that amount of power. 😉
I've always tried to ensure that in whatever capacity and in whatever store I've worked in that everyone has a good product knowledge and currently everyone in store has a pretty good base knowledge, problem is you get someone in who is young and enthusiastic and you can see has potential but has a basic knowledge, do you give them a try and then they learn as they go or only hire people with an encyclopedic bike knowledge? Pay in bike shops isn't great, as anyone who works in the trade will know, so often you need staff and have to take a chance on someone then after they are trained they leave or move to another store. We do training and mystery customers and certainly take any complaints very seriously.
Since we are now such a big company it would be virtually impossible to eliminate all customer service issues but we do try.
Anyway this is all getting a bit long winded, basically some of us are the good guys and we do try. I can't speak for the whole company but I'm always open to constructive criticism and admit there is always room for improvement.