Oscillate Wildly makes an excellent point, and this is the main reason lbs are loosing trade to the bigger chains/online shops. Most shops show flexibility on price but if you don’t get the service right, people don’t go back.
I can’t tell you how many shops in the North West i’ve been in once because the service has been s**t. The bike shop i use now (Stif) is 1hr away but i use it because the service i recieve is first rate, to back this up even the wife likes it as the staff talk to her in a proper way, without being patronising when she gets birthday/christmas stuff, she’s gotten stuff there for the last two years running because of it bearing no attention whatsoever to pricing.
I will also agree that places like Loco/Thebikechain/2pure et al all seem to be excellent at talking to people and providing a service that people appreciate, these people will succseed.