When you say you'll ring your customer, do you actually do it? I don't want to tar you all with the same brush based on my experience over the years.
Yes.
Always do when I can - problems come with part time people (like me!) not being in on the relevant day to phone, and then other people forgetting/not seeing the message to do it on your behalf!
By my own admission I'm the worst organised person , and do forget to ring people far to often
This is never done on purpose but no matter what I do. I so just forget some times
I always used to try when I worked in a shop, but if you suddenly get swamped all afternoon with customers it can slip your mind, people are only human.
I always get them to ring back tbh.Stops me putting it off to do do something else.
yes - but most of us, perhaps including the OP, make mistakes.
Ha. I dont think I could count the amount of times Ive forgotten to ring someone back.
These shops can have such huge swings in how busy they are its so easy to get swamped and forget to ring someone. Were all human after all...
Writing it down is just so hard...
I think the upshot of this is that bike shops are badly managed from a customer service perspective. Which with notable exceptions (bike tree in Sheffield) is true.
I always try to phone back.
But as as mentioned,sometimes the shop/workshop is manically busy and it sometimes is delayed until the next day.
There's often threads on here with people asking "what do you want from your LBS?" and the answer I often see is "I wish they'd phone me like they said they would". I wondered if it is an all too common experience.
I'd be much happier if a shop said to me "give me a call and I'll let you know if it's done" rather than me waiting for a call that never comes.
...it sometimes is delayed until the next day.
Sadly my experience is that it is not the next day, or the day after, or the day after that...
it's not just bike shops though is it?
I know what it's like to have to get back to demanding clients and I have far fewer than a bike shop would.
it's no bother for me to ring the bike shop back or pop in to ask how your order/ issue is going.
The fact that quite a few are saying they simply forget to call back tells you an awful lot about their organisation and discipline
The fact that quite a few are saying they simply forget to call back tells you an awful lot about their organisation and discipline
I will say what most bike shop staffers want to say to customers like you now that I don't work in one-
"Get. F*****."
We all have things we are not good at. And sadly mine is being organised , just as we'll I'm better as a mechanic or I would have been fired years ago.
Tbh it does anoy me when I forget to call people back. And have been making an effort to be better.
Durrr....
You could always ring the shop and say 'Hi, it's me, I called about getting a thingy for a 1898 and I wondered if you'd got one yet?'
It really isn't hard, in fact it's easier than grumbling about it, and when the shop get to know you, you might get a wee bit of discount.
Bike shops and bike shop customers should see that it's a two way thing; if you both put a bit of effort in instead of moaning like minnies, things work.
OK, the shop will remain nameless but tbh I think this'll be recognisable to those that know them...
Put in wheel for a repair, needs some parts, they'll call when it's ready.
Two weeks pass, no call. Drop in as I'm passing.
"Oh yeah, that wheel. The parts are going to take a bit longer. I'll try and give you a call, but here's our number, you can give me a ring any time if you want."
Wait. No call. Call shop, no answer. Call shop, no answer. etc etc.
Drop in as I'm passing again. "Oh yeah, that wheel. Why didn't you call? Oh you did? To be honest I never really answer the phone."
Still they did a bang up job of the wheel 😉
I will say what most bike shop staffers want to say to customers like you now that I don't work in one-"Get. F*****."
You seem to be getting your panties in a bit of a twist there, those sort of anger issues can often be successfully addressed.
Probably for the best you were finished or found something more suitable to do.
I can't speak for others, but my issue is that my "LBS" isn't actually that local. I try to support independent bike shops but generally it ends up being a dedicated visit that is quite tricky to fit around work/kids and other commitments. As a result it's important to know if and when things are going to be available. We're all busy and we all forget sometimes, but if forgetting is a habit, surely the best policy is not to makes promises.
To be honest it's not a big grumble and is most certainly a #FirstWorldProblem, but I was just curious since I've noticed it far more with bike shops than any other service industry.
The fact that quite a few are saying they simply forget to call back tells you an awful lot about their organisation and discipline
That's why we end up working in bikeshops instead of being anally retentive IT nerds innit bruv?
The shop I worked in has a customer service "database". It's only MS Access but it at least provided a record of who needs called and when they were to be called. Of course things can happen to disrupt that - the shop gets too busy, the ceiling collapses, whatever....
[i]That's why we end up working in bikeshops instead of being anally retentive IT nerds innit bruv? [/i]
LOL, this.
If you really need to know, give them a ring. If you don't give them a ring and just sit, weeping by the phone, you will be disappointed.
If i am in the workshop,when i have finished the bike,i phone them,I will always leave a message on the answerphone if there is one.and if no answerphone will phone again after 3-4 hrs.
If we are waiting for parts,we try to book the job in for the day or next day after the parts are meant to arrive.
If parts are out of stock,i will phone the customer and tell them.and try to give a time scale based on the suppliers delivery date
I was actually pretty darned excellent with customer service, but I never had the opportunity to tell grumpy customers where they could go when I did work in shops because it's just not what you do, so thought I'd take the opportunity now it has come up. I had a lot of customers that really liked me and would come back for me.
But you'd maybe get 2 customers one day who would be rude. Unreasonably so- it's just a bike, we're at the mercy of a distributor who hasn't got the stuff you need. That you broke because you didn't look after it. And you'd be dealing with this person when you really want to be calling someone back who was nice and had something that was nice to solve. You'd then spend the next hour dealing with the problem customer's problem just to calm them down and you get swept away and next thing you know the customer you're bothered about hasn't been called and it's home time.
stilltortoise - Member
To be honest it's not a big grumble and is most certainly a #FirstWorldProblem, but I was just curious since I've noticed it far more with bike shops than any other service industry.
It's all very price driven so most employees are paid pretty poorly. Doesn't help.
What's needed is a system. How about a special book with a date printed on each page from the first day of the year to the last. You could then write on it stuff you would need to do in the future, and then when you get to the future, check the page that corresponds to the day you are at and do the stuff.
Agree with munrobiker.
Most of the time its lack of maintenance,Also theres a lot of people who want things done instantly.
Theres always the few customers that i would like to tell to go away,but as i need a job,i keep quiet and keep smiling
We used to be pretty bad, but we implemented a system and we are pretty good at it, but it is one of my pet hates that a customer dosent get a call, now we record when we leave messages etc.
this is the funniest thread ever... worse attitude to customer service ever..sounds like the average bike shop is being run by jay and silent bob... 😯
It's difficult - why do you, the customer, want me to call you? If I'm fixing your bike, then I'll call you as soon as its done because, basically, I want it out of my workshop and the money in the till. Equally if you've orders something and it's come in, then I'll definitely call you right away.
But the tricky ones are people who want "regular updates" - quite often all I can say about something is that I'm still waiting for something to come in from a supplier. It's more difficult to take time out of a busy day to call someone and say "nothing to tell you yet".
Also, it's very, very common for me to call people and not get an answer - I always leave a message if there is the opportunity, but at a guess less than 10% of people listen to their voicemail.
ben, my shop recently dealt with you on behalf of a customer, he called you also. I'm afraid your reputation for calling back is not good!
Well it may well have been one of those "nothing to report" situations. But I'm a one-person business - just don't have the time to respond promptly to every email, call, Facebook message or tweet, sadly.
It's funny - I talk loads to other shop owners, and I've found we all get moaned to about other shops 🙂
Whereas I've always found Ben to be very contactable... He's on friend face/email/phone/email and is always on his Todd. I think he should be cut some slack....
Besides, if you think I'm bad, try getting some bike distributors to call back or answer an email 🙂
Different industry but the company I work for has a very efficient system in place for contacting customers; however, one of the most frequent moans I hear is when a 'desperately urgent' job is prioritised (at the expense of other jobs), the customer is advised that it's ready, they are then reminded again, and again... 🙄
Having said that, as anyone that knows me will confirm, I have a pathelogical fear of 'phones and very rarely get back to anyone myself... 😳
Of course i always like to have to chase up a shop that i am paying to do a job for me, and accept that other shops/ trades etc offer me some level of customer service for such a service, why should i expect that from an lbs. I find it even more pleasurable when ordering a part from them that i have paid more than i could have got it for onine and i am still waiting for 3 weeks later, despite numerous promises they would give me a call when it's in. I also sorry when i haven't bought them gift to ensure i get some level of service or get the same discount that your 'mates' seem to get, despite the fact i'm regularly spending big bucks. I'm always amazed there are so many of them left.
Interesting thread and reluctantly I find myself agreeing. Over the years I have tried to support various LBS for all the right reasons. On line is so fast and cheap. I can build bikes and do everything and if I buy a headset press then I am truly independent. The problem with the local shop for me is not the price but the time. However I persevere because they are needed but generally in terms of service they are behind the times.
I'm surprised by the responses from bike shop owners / workers. In any kind of service industry the customer comes first. Full stop. Without them you have no business. There are exceptional circumstances where things don't go according to plan, but if you say you will call, then call. It's really not that difficult.
FWIW I work in manufacturing, producing plastic bottles to one customer. Our factory is next door to our customers. We have 2 minutes of response time 24/7. When they want bottles we make them. If we cause them downtime of more than 2 minutes per 24 hours we get fined. £2k a minute. We "service" the **** out of the customer. Communication is the buzz word. If you tell them what is happening and when it will, they tend to forgive you. Of course if they are supposed to be filling and don't, we just have to sit and wait until they do.
For those bike shop workers/owners who've said that they don't have the time etc. to call customers, here's a tip .....
Don't tell customers you'll do that then, if you set an expectation that you'll call a punter, quite often they'll expect the call and may get a bit frustrated when it doesn't come.
Why not just tell them up front that you can't do it?
That was a depressing read. LBS staff and managers not realising they are part of the service industry I fear. There's a big old tide of money sloshing the other way towards online retail and getting the communication bit of "personal service" right is a key USP for the lbs you ignore at your peril. Communication with the customer (by whichever method is most efficient- text or email I'd have though would take you less time) needs to be costed into the job. You would bother to bolt everything back together after finishing the job and not leave the last nut off because you had no time and you should be viewing the communication in the same manner- part of the job you and being paid to perform.
Sadly you are not owed a living and in these modern times this is a part of your business you will be disproportionally judged by for a large section of your potential client base.
One of my favourites:-
"Is my wheel done?"
"yes, it's been done for a week now."
"Why didn't you call me? You said you'd call when it was finished."
"I did call you."
"No you didn't!"
"I did, I left a message on your voicemail."
"Oh, well I never bother listening to those things, do I?"
Pure genius!
Also liking the idea of writing things down, but if they haven't got time to call, will they have time to write things down? When you have three phones ringing, customers stood at the counter,and others looking at bikes and bits, waiting for attention, things get put off. The customer may come first, but you may not be the first customer. 🙁
I work in manufacturing, producing plastic bottles to one customer. Our factory is next door to our customers. We have 2 minutes of response time 24/7. When they want bottles we make them
That sounds like a dream. My customers are anywhere from 100 yards to thousands of miles away, things get to them by bicycle, car, van, truck, train, aircraft or ship using multiple couriers, and the things I sell come from dozens of suppliers in the UK, Europe, US and Australia, who each also have their own tortuous supply chain.
Bike shops could always get better at service - I certainly could I think. I try different ways of managing my time, but fundamentally if the whole day is taken up with repairing and building things while talking to customers at the same time, I'm not sure when I'd have the time to call back. Which is why I much prefer email, and get people to email me as much as possible - then I can answer in the evening, whenever.
I normally never expect a call to say it's done.
When I drop something off we work out a timescale, if it's going to be late then I get a call (from at least 3 shops)
If its things coming in I get calls, texts or e-mails.
Garages never call back, most other shops don't either.
My LBS, I'll name and shame here, Scott's Cycles on Stratford Road in Birmingham, always call me back. They once even called at 8pm on Fri to say that they had eventually figured out what was wrong with a build I had completed for my son and fixed it (strange sized part). Would I like the bike for Saturday? Think I had just taken it in on the Friday. I have used them for 4 years and they are always tip top.
Some cracking attitudes from 'bike shop people' here and there are doubtless some ****ty customers but that's the nature of being in business or retail. 🙄
As some appear to spend a great deal of time online, would it really be so hard to drop a customer a quick email or text instead of phoning. Then there is no dispute.
Edit: ........and just to emphasise why LBS's need to offer a bit more, my screen has the CRC banner running at the bottom of this thread
Woody, I much prefer to email or text - that way I can do it at midnight, and there's also a record.
ben - that sounds way past 'going home time' 😉
I've posted about this before but - and this is the abridged version - I go to the bike shop (time, diesel, other costs) I order a part. I accept the higher price because I believe in supporting high street businesses plus I might see something nice to impulse buy. In many (but not all) bike shops the staff are condescending surly etc. I am told a date for collection. I return on that date (more time, diesel etc). The part is not there. Various excuses. Another date given. Repeat above. This, in various permutations has happened many many times over 29 years.
Compare and contrast with online retailers. I sit at my desk with a cup of tea. I do not get sneered at or treated like an idiot. I see instantly whether the thing is in stock or not. I can learn about whatever it is from a zillion sources, none of whom are rude or impatient. I order and pay. The part turns up the next day or at most a few days after. It's cheaper and quicker.
Shame, cos I like the idea of bike shops but they really need to sort their customer service out. If this is my feeling - and I am very pro real high street shops - imagine how many customers you are losing who shop solely on price?
Glad I'm mechanically capable enough to not have to rely on a bike shop.
I'm with bike shop staff on this though, as they live in the real world where folk have real jobs to do, not just sit & 'project manage" all day.
Customers are the very core of any business, the sole reason why a business works.
"real world ... real jobs" reality check - customers ARE the real world.
I spend a lot of money on bikes and all things cycling. My purchasing is not entirely price-driven so if I receive bad service face to face I will simply shop online.
I worked in a shop for a couple of years, mid-90s. Used to keep a book by the phone and jot down the question / details, cross it off when I got back to them and generally kept on top of it. I'm sure it was easier to track pre-internet, now I guess it's q's on email, website, Fb, phone etc.
I was in retailing for 14 years, typical footfall 200 paying customers per day. We had an advanced system of paper notes for special orders etc, with all communications noted on it. The notes were gone through twice a day without fail.
The whole culture of the business was that you hadn't finished the job until the money was in the till. Not too hard to understand really?
Must be market for a clever bit of software. Last time i had a job done by the LBS they had a bit of software to log the job. Surely that software could send a text when the job is done. Surely the same could be done for orders...
But broadly I'm on the side of the bike shops. My local garage gives great value but the transaction prices are way higher.
Its true that buying a new bike bit online is cheaper online. But I bet contacting the supplier and ordering your item, putting it into stock and then contacting you all eat into the bike shops profits...
Must be market for a clever bit of software. Last time i had a job done by the LBS they had a bit of software to log the job. Surely that software could send a text when the job is done. Surely the same could be done for orders...
This is made by a few people. We use a mixture of the Citrus Lime stuff and DS Tracker from the U.S. Works pretty well. Does email and SMS etc.
usually the case with software
if you've thought of it some one else has made it...
bencooper - Member
I work in manufacturing, producing plastic bottles to one customer. Our factory is next door to our customers. We have 2 minutes of response time 24/7. When they want bottles we make themThat sounds like a dream.
Yes, but how would you feel if you had just phoned your customer to say there was a problem and it will take you a while to fix it. Next thing your costumer is looking over your shoulder, and I mean literally, watching you fix the problem? How about weekly audits to check you are doing what you say you do? Imagine your customers inspecting your workshop and putting improvement orders on you? No improvement by fixed deadlines and you will have to offer discounts?
what happened to the LBS in Bovey Tracey..? 🙁
Being new to the area, I dropped in a few times for a chat and a cuppa, and then after a small windfall last year, I put my bike in for a couple of upgrades and a thorough service/rebuild, a bit of a pamper..
Will was ace, phoned each time their was a snag in the build that might require a rethink, or if there was likely to be a delay (like having to try to scrape off the years of baked on cheap grease from the drivetrain.. options were discussed at length before work continued..
When I picked the bike up it was like new, and all setting up was done gratis, with the promise of some more free adjusting after a settling in period..
When I went back though the shop was gone.. 😯
I hav'nt got time to read all this....can I phone you all back to find out what you said?
TheBikeChain get me on Twitter, 'cuz they're down innit.
I don't trust anyone who promises to phone back.
No one does.
[img] https://encrypted-tbn3.gstatic.com/images?q=tbn:ANd9GcQybcKjfsL485vIPY_bLQOx_roXxG6plnGEItIlHgcZtgLOFSDw [/img]
We had a system too.
The instant kit came in, a customer got phoned.
A workshop ticket wouldn't go back on the board until the job was done, which meant calling them to say "your bike is done".
It's not often a customer doesn't get called back. It tends to be things like "does this exist, can you find one for me?". Finding obscure parts takes a long time if they're unusual and sometimes that jobs gets put off for customers that need their bike fixed now.
To be honest, 90% of you aren't your average bike shop customers. Most of you are all very demanding people that want weird shit for your 29er with bendy handlebars and will just order it off the internet anyway. Most bike shop customers aren't like that and they will be the ones that we call back religiously. Usually a customer who is a CRC type will say that they have seen something online and once you know you're up against that you'll know that there's almost nothing you can do that will win them over from buying it at cost from the internet.