Loyal customer for over 30 years--quality over cheapness.

"I have been purchasing bikes from here since the late '80s when I started 'truly' riding and have never purchased a bicycle from anywhere else. I read the reviews and some say they are 'expensive'....well cycling is not cheap unless you go to Wally World. My lowest cost bike was about $400 and my most expensive is about $15,000. If they don't have your size, color, model in stock, THEY WILL ORDER IT as they did with my $15k bike. I've been to shops around the world and the old saying "you get what you pay for" holds true. If you head is only worth $10, buy a $10 helmet. Good Helmets start at $45 and go up to $240. I won't even think about putting a $10 helmet on my 11 year old daughter..... That's just crazy ! Service: I recently went to a shop in Bel Air MD and the mechanic answered a simple question wrong and out the door I ran. The Bike Line was able to fix an old internal 3-speed hub with over 87 splines that were not numbered and had to be installed in a specific order... Find another shop that can do that ! Do you want a high school kid with an adjustable wrench and screwdriver assembling and working on your bike? You could screw it up at home just as good as that kid at Wally World can. When I need something fixed, I trust the Bike Line to fix my mistakes and have always had it come back PERFECT." Shawn R.   Via Google Review


This is the core of business, in this case the core of a bicycle shop.....Knowledge and the art of I have walked in your shoes before....WALK THE TALK.....The reviewer states that you can buy cheap or you can buy quality, that is the name of the game....I work in a business that requires me to walk 10-15 miles a day and I have invested in a pair of Clark shoes that run around $175 dollars, and I also have New Balance gym shoes when a suit and tie is not required and those ran me $165----I have been satisfied for years on there quality. Other employees get new shoes every other month for $65 dollars thinking they are saving money--well I am no math wiz but 50x6 ='s $300 dollars they are dropping.........Crazy just buy the best and not replace in a while, that is money saved. 

I am a raving fan on bike shops, a small niche business that runs on the knack of good wholesome customer service.....Yes some equipment is expensive, but not all is. A bike helmet is the most important item to have and YES it will run you a few bucks, but if it saves you from a cracked skull---money well spent.

Bike shops carry the top notch frames, tires, derailleurs, tubes, brakes, brands and so forth....but they carry them for a reason.....If you ride one time a year, go cheap! But if you ride two times a week go with quality. The bike will last and last, plus you gain a few new friends at the bike shop which is tied to the local community which creates more than a new bike it creates a bond..

First time customer --- Emergency situation. Well taken care of by a knowledgeable staff.

"After hitting my child’s bike this week with a minivan, I visited the West Chester location of Montgomery Cyclery for the first time. I am really glad I chose to go there. The staff was informative and friendly (Especially Matt). They attempted to repair as much as possible, and explained the necessary replacement parts. We got the bike home before she even returned from school that day! They quickly fixed a stressful situation, her bike looked as good as new. I’m extremely grateful Montgomery Cyclery was so helpful!!"  M. Murray via Google Reviews

The bike was rushed to the ER....There upon arrival the customer explained the situation and off to the operating room it went....Waiting patiently the staff explained what needed to be done...The lead DR. ..in this case Matt was well versed in the atmosphere of handling all occurrences and how to get through the dilemma with professionalism and reassurance that everything was going to be fine.  

The staff with a true leader---were able to put the bike back together...Another patient taken care of

Being at the ready takes years of knowledge, years of studying, years of being up to speed on technology and well rounded on handling any bike that may come in..The review above nails the core of bicycle shop, nails the inner core of a owner that puts people first...No wonder they have so many stores in the tri-state area in Cincinnati.

Another positive customer experience in the books!

Most of all, another loyal customer created.....making a negative turn into a positive.

Excellent customer service creates more money.....people first, money second.

The love of money--Is that why you are in business?

 The love of customers will create loyal fans, which creates a prosperous business, which creates money.

But to be on top--include employees, staff. Both out front and behind the scenes and watch you business sore beyond your dreams.

I witnessed today at work  an employee driven by money, which the customer noticed. Which created a uncomfortable situation for the customer--then I had to explain to the new employee what transpired. Which then created an uncomfortable employee. The customer is a LOYAL customer who was taken back by the interaction, she was fine and understood through my speaking to her. But what will happen next time when she comes in? Of course we know, she will remember her last visit. But through a  refresher with the employee and staff I clued them in on why we are successful at what we do--we put people first and not the love or greed for money.....Sometimes a bad situation can set you back a few, however being able to respond quickly actually can bring everyone back to earth and reset our core of business--PEOPLE.

Nervous customer given quality service.

"I'm not very knowledgeable when it comes to bikes, especially nice bikes. I have an old bike that I am trying to restore and was a bit nervous about going into a "fancy bike" store and asking for advice. The people working there were very helpful and I didn't feel at all like I was being blown off like I had wrongly expected. I will be coming in here whenever I need anything for a bike!"  Luke S. review of Bikesmiths Bicycle Shop Bloomington, Indiana 

Walking in on any new endeavor, or any new business can be very stressful.  But thinking the worst and being given the BEST is what great businesses do. They take the uncomfortable expectations out of the equation and they deliver quality service through the knowledge and passion of the business.

As noted above, the customer was a little nervous about taking an old bike up--but the shop jumped right in and landed a customer with premier service and kindness. 

I love bicycle shops, and I am very passionate about the service they give. 

FAMILY given excellent service from a bike shop--

"Thanks Clarence St Cyclery for helping me, my wife and my (almost) 7-year-old daughter choose her first 'big' bike. My daughter is just past training wheels and she loved the Trek Mystic 20" girls' bike so much. "Irish" Eamon, our assistant, helped assess the right bike for her and gave us enough info to make an informed choice as parents. No pushy sales pitch, we walked away and thought about our options but we had already decided this was the bike shop for us. CSC will check and align and generally service the bike for an entire year without question. Add to that the 5 year warranty on the frame, and I'd say we got everything we asked for. Great work CSC!"  Review by Jobiwun on Google reviews of Clarence St Cyclery 

Just two weeks we bought my daughter a new BIG girl bike as well, a Cannondale MTB....I was, correction she was given first rate service that I had been given from my local bicycle shop here in Indiana....I am a huge advocate for customer service, customer loyalty and given an memorial experience with any purchase or interaction.

So when I read this review of a shop in Australia I naturally had to post---It takes time review a product or business, effort is received and given in any exchange of goods and services...

Down under is no different than any other country and Sydney is no different than any other city--When customers/patrons are put first, profit comes in on the back end...

Now he bought a NEW bike here--did he buy a helmet here? Gloves? Is he coming back for future purchases? The answer I would say is YES.......He had a positive interaction and it created a consumer for the next time a item is needed..

He will walk in the next time expecting the same service and chances are very, very good it will be the same. He made a few new friends.

5 years later customer still coming back for more...

"Best place I've been here since it was a small shop around the corner and I'm still here 5 yrs after!! Best place to get stuff you can't get any where else orders come in right away. I always get a great deal here best hipsters on the block." Anonymous review on Google about Orange 20 Bikes

The key to customer service is creating an epic experience and creating a loyal customer--hence the review above, the reviewer says 5 YEARS later I am still coming back for more--

WOW!!!!!!!!!

Now that is a awesome customer.....

Created by a customer driven owner, by 

engaged employees, making a business 

people first!

RELOAD---how customers see a business...

 "Make a customer, not a sale." – Katherine Barchetti

A customer walks in, a sale takes place.....Customer walks out......Customer comes back a month later..... You had better have reloaded the same energy, same appeal and deliver again.

Customer again is happy with the sale, customer walks out....New customer walks in, once again you had better have reloaded the same vibrant nature that took place with last customer....

One of my favorite movies is Groundhog Day with Bill Murray.....In that movie over and over and over the same day takes place, however it is up to him to make the day prosperous or a disaster. 

His character at first plays the pity me role, then he utilities his skills and makes the best of each day, every day. Honing in on acquiring new skills and working on his strengths.

Customers are funny, we hit them with good vibes the first time around, then the second time we may not have delivered the same cheer as the first time---we have to reload and carry out the mission again and again and again..

Have you ever gone on vacation to the same spot for the second time, and it just was not as fun as the first time? I have, then again I have been back four times and it was just as fun as the first time...

Customers are funny, for I am a customer as well.....I remember the last experience and I compare the previous encounter with the current one.

We have to reload after each customer, and deliver every single time.......Not up one day and down the next...Follow through every time.

Average is boring--be EPIC in business.

"Cycle Cave, my friends, is how you run a business. Great people, knowledgeable, they know how to treat a customer. I purchased a bike from them last year and the amount of attention the purchase was given by the staff was refreshing. They treated me very well." Anonymous review on Google for Cycle Cave

That is how you RUN a business....

Knowledge----

Treating people, the CUSTOMER.

Attention to detail.

Great Staff...

I would be very please with a raving review like this one above. The  bike shop hits home with the core of customer service..

This was a 5 star review, written by a customer about an experience they were given upon purchasing a bike.

Customers are funny, they remember the little things, the small steps that separate the excellent vs the average.

What is average??? The norm, nothing bad, nothing great and  worth repeating. 

However cycling shops are small businesses operating in a niche industry, competition is fierce and they have to create a memorable interaction which is above average.

While I was preparing my 1000 mile bike ride from Indiana to Florida I had to seek help from a bike shop--that was almost 18 months ago...But I still go there because of the knowledge I received from them---they are out of this world. Sometimes I just stop there to say hi, yesterday was one of those days on my way to work. I bought nothing, but the bond I have with them is strong.

Bad review--Business 101.

"Rude customer service. Do yourself a favor and do business elsewhere." Review via Google of a bike shop.

I sure do believe that not every single person is going to walk into an establishment/business with an open mind that their needs will be fulfilled every single time......

Needs can be fulfilled with orders, getting an item in stock if in demand, explaining that we can not carry that due to a verified reason...

But the biggest pet peeve in business is scaring customers off with rudeness--that in itself is a business killer. 

In college; attending business class 101, I think I learned that as a freshman...then we moved on.

Being rude, talking down will kill you and all your hard work---it takes time to find new customer s and in one situation it can go sour fast.

However, this review allows the staff to remedy the situation, or persons/people involved. See if there is an internal problem, being felt by the customer and fix it NOW, not asap, but NOW.

Customers allow us to grow, proper and succeed--but we must take feedback seriously and react quickly and do not for one second think it is an isolated incident. Being rude is a huge no no in life, my mom taught me that at 2 years old...Respect people, speak to them with heart and kindness....Don't be fake, just be you.

Customers love to talk, let them talk about your items, not your attitude.

Customer FIRST.....Bike shop does it so well

"Everyone there is great, but the main reason I go there is because of Danny-he's wonderful. He always goes out of his way to help me. He is extremely patient and always friendly. Danny is the best bike fitter in the area, he has fit me on all 3 of the bikes I've bought there. He's spent countless hours helping me pick out bikes, helmets, shoes, etc. If they don't have a product in stock, he orders it and calls me as soon as they get it. He is extremely knowledgeable in all aspects of cycling. Danny is awesome and dealing with him is the best part of going to Conte's." by K. Franke via Google Review.

I thought this review of a bike shop delivered the customer first notion perfectly...

The store owner gives customers attention, which in return gives him a customer for life.....which then generates a 5 star review, which then generate more customers, which then leads to more money---then the whole process starts over and over and over......it keeps going like the energizer bunny. Customers first, more customers, more customers, more money, putting others first and over and over---it just keeps going...Shift the priorities to profit first and bang it stops.....


When I began training for my 1000 mile trek, the bike shop next to my house saw me as a person and not a walking $ sign....Just like this review my shop put me first and now I am a huge evangelist and a customer for life.

Awesome customer service equals lifelong customer..

"I cannot say enough great things about my experience there today. The associate that helped me out was fantastic. He clearly cared about helping me find the exact bike that was right for me. I wasn't sure if I was going to buy a bike when I went in; I was really just wanting to get an idea of cost. Ray showed me several bikes, took his time with me, and explained everything about the bikes and what I could expect from each one. After riding a couple, I thought I had found the bike that I wanted, and then he said that my posture still made him think that the bike was too small for me, even though it was a large bike (I'm 6'4"). He went back inside and brought out one of the biggest bikes they have. As soon as I got on it, I knew it was the perfect bike for me. Ray's knowledge, patience, and desire to help me find the exact bike I was looking for was completely fantastic. He just earned Bicycle Sport Shop a lifelong customer." By M. Lawson via Google Reviews....

Okay so here we are on the second day of summer and I have decided to write about yet another evangelist of awesome customer service..."Surprise, surprise, surprise" as Gomer Pyle would say.I know old show, but still proven relative to today's business market.

Are we really that surprised as to what the review has to say?  I would say NO! Fifty, thirty, even twenty five years ago; but I would say YES! as of today. Why is that? Well I think we are in such a rush that when we are given over the top service we spread the word around and we WANT others to know

we appreciate their willingness to put me first before profit.....

Bicycle shops all across the globe are seen and are being felt as doing this--I have read hundreds of reviews and I see the same message being broadcast all over the place. Sure there are some bad experiences, but I feel reviews are the best way to fix any small hiccup in any business....We are given notes and we can (if choose) react to that in a positive manner and offer a lesson or two on how to handle each customer differently..

Of course it is hard to react to a last minute request, but most businesses do a good job at explaining--however some customers (small percentage) don't see it that way.....so of course their mistake, their fault is documented for know other reason than to shift the blame from them to the business.....Pretty stupid, but as a society we are like that...NO accountability for our mistakes, just shift the blame and take it out on others. 

But the review above of the bike shop--is the core of all small and large businesses....Putting others first, explaining through knowledge, wisdom and of course through the art of I have been there before and I can assure you I am helping you out.

AWESOME customer service is not purchasing something big; just the correct screws for a deck can mean the world. It is the craft of communication, bonding and connecting with the consumer in a positive fashion. It gives the consumer the notion of WE are here for YOU; not the other way around--which then creates a loyal and jubilant customer...Happy to come back again and tell a few friends---which turns into $$$$ because of people first attitude. 

We can learn a ton from bicycle shops--there are over 5,000 just in the United States. That is 5,000 small businesses that are flourishing because of excellent customer service...

Bike shop review---to a T in business.

"Paragon is great to do business with. I read one review that indicates you can find cheaper parts on the internet. That is true with many things. I believe what you are actually paying for is the awesome customer service and expertise that they offer for free. I have purchased two bikes from Paragon and the owner has taken the time to help me as a beginner in road biking. He has provided minor services for my bike at little or no cost. He stands behind his products and services and has a friendly staff. I purchase many items for my bike from him because of his honesty and great customer service. You can't find this on the internet! Thanks Paragon (Owner)."--- Review of Paragon Cycling by Brad B. from Google reviews.  Mesa, Arizona 

This review is what I have been talking about for years since my bicycle ride from Indiana to Florida.....Customer service  of a bicycle shop, or for that customer service in any business....The craft of offering more, giving a little extra, offering a A+ instead of just an A.

This review is how business is done to stand out among the crowd--this business is the epicenter of how one is good vs GREAT according to Mr. Collins in his best selling book.

The patron is not offered a cheap price, for cheap doesn't mean good...Reasonable is awesome to me, for it is the experience and the core of a business (PEOPLE) that stands the test of time.

I am a huge advocate of bicycle shops, yes they are little high in price than a store that sells cross-bows and lacrosse gear; but they are a niche company providing a service to a key audience--cyclists and bikers, both recreational, weekend warriors and hard core cyclists.  

Here it is Saturday morning and I am up and at them....But it is also the first day of Summer. Get out today and visit a bicycle shop for all of your needs..Skip the internet, skip the mega sports store and see what all the chatter is all about....Drop me a line, for I would love to hear all about it. 

8 keys of customer service from a bike shop review.

"I like the whole team at Mock Orange. Almost all the employees there are easy to work with and don't talk down to you if you don't have much cycling knowledge. They will always tell you what you really need and not try and sell you something more just to make a buck. They look out for you if you buy a bike there by doing free tune-ups and tweaks to your bike. I go there to get new spokes, gear and my tune-ups throughout the year. they do a lot of sponsorships and events with the community and care about keeping cyclists safe. You can even see the employees riding through town all the time". J. B. --Winston Salem N.C. Google Review


As you all are aware customer service is in my blood--I love the creative art form it presents in the word of business. Naturally when I read this review of a bike shop I had to post, for it represents all components of a business.

1. Most of the employees were easy to work with---that is where the leader will focus on some people.
2. The staff spoke to him in a language that was understood.
3. Fulfilling your needs, not up selling. 
4. Offering a little more, in this case a FREE tune up.......
5. I go there throughout the year---LOYAL customer.
6. Sponsorship = community involvement.....
7. Keeping people safe...WOW! watching out for others...
8. Employees seen riding....They have been through it....for they are a part of it...

What a excellent assessment of the keys to a business...

In this case it is a bike shop--but really a bike shop, small business can teach us so much about customer service...I enjoyed this entry.

Last minute customer service--BIKE SHOP changing into SUPER SERVICE.

"Really nice people who works there. I was in the middle of a cycling trip across America and I had a problem with my gears. We just stopped there wishing they could help. The immediately help me and solved the problem. They were all super helpful and friendly. Thank you so much !"

Above is an actual review of a bicycle shop in Colorado--I love this one, in that the day was normal, regular customers, normal scenery, normal everything....Then in walked a customer not seen before who had a crisis. Under the circumstances changing into SUPERMAN was seen as the thing to do..

Not all need to jump through hoops, but sometimes it is needed as written above

customer service "Down Under"--Bike Shop

"I never write reviews but just had to make an exception for this one because this shop is an absolute gem for cyclists! The prices are fair and service is impeccable. My bicycle was in top condition after a general service. (staff) is knowledgeable, friendly and he genuinely is there to help you with your bicycle needs. I highly recommend this shop and I'm confident you won't regret it."---Google Review of Electric Velocity Cyclery 

The review from above is what businesses love and drool over--it is a customer going out of their way to rant and rave about an experience that they were provided... 

People all over the planet deal with customer service every day. Whether we want to or not we must interact with people--it is the art of communication, some understand it and some don't...But when WE the customer are given above and beyond expectations. I question why can't business do this every single day? Business ethics, I once read a book called business Ethics, there is no such thing. You are who you are at home, work, ball field, cook out, church etc.............Business ethics is just that, ethics.....Being ethical.

This bike shop has over 70 reviews --- 1 review was a one star; sure some friends may be in there, but 72 positive reviews is what I would consider to be an outstanding service business. It takes effort and time to create a review..

Bike shops are fun places to me, they are part of the community and they drive home the passion of the sport....
However you look at, a bike shop sells bikes, but you get more than a bike---you get the the whole package that comes along with a purchase....The experience, knowledge, passion, wisdom and mechanics of a bike.....

Buying a bike at a sporting goods store, that also sells guns, well you may or may not get the whole package....

I am an Evangelist for bike shops, the small business environment....The sheer nuts and bolts of the cycling world are bike shops.

Stop by your local shop and see what I am taking about!

Wisdom of a business---customer service.

In May of 2012 I decided I would ride a bike from Indiana to Florida for cancer.....

Now I have done a ton of fun activities in my life; pack packed all through Asia two times, Climbed Mt. Fuji, wrote a book with my dad called Go The Distance.

But this challenge was of a new category--BIKING!

My goal was to go from nothing---zero--to Orlando, Florida and reach Amway Center, home of the Orlando Magic in 150 days...

It was a dream at first,  then it became a vision with a ton of little daily goals to achieve.

First goal to get a bike--I did not have one, that is a road bike(ten speed I called it) boy was I behind the times.

Second I had to grab knowledge of the sport..

Third I was going to do this on my own; well that is where I had too adjust my sails.....There was a bicycle shop next to my house, and I mean right next door---150 yards away or so...So I decided to stop up there for the purchase of  a bike and WAMMMMMO! That is where and when a bond was created between a customer and a business.

I never told them what I was doing, I just walked in and said I need to buy a bike--they treated me with respect, spoke to me in a language I could understand...

I have been in the customer service business for a long time---but this time I was on the receiving end, I was the customer.....and I had 150 days to go till take off was to commence.

That summer I listened to them, they guided me and a bike shop; with no favors, no freebies, no hand outs, no private lessons landed me in Orlando. Why???? They saw me as Jim Serger, the bicyclist....Not Jim Serger a guy who knows nothing about biking. Their wisdom is still present today in my life.

Customer service works, for they created a  loyal customer--I go back all the time.

A lucrative business is always in the PEOPLE business.

I have had the privilege to work in the "People Business"

     In 1986 I started as a bottle boy, yes a bottle boy at a little convenient store in Cincinnati. The place was surrounded what was at the time the largest subdivision in the state of Ohio--around 1,000 homes....
The owner had a gold mine, not because of location being right in the middle of both sides of the subdivision, but because of who he was....He was a people person; people came first to him and his business came second..This trend was taught to me at a very early age, give customers more than they want or need. Give them clean bathrooms, stocked store...But more important be staffed with employees that care and share his message of "People Matter."  I have never forgotten that point from the owner, which has carried on with me for over 30 years......
    The convenient store was over priced,  as they always are. However people shopped there because Earl, the owner made a habit of making all feel welcome....He knew just about every single person by first name, he sponsored little league teams, gave away free icees and ice cream on Halloween to the kids.
   If a customer was 25 cents short, he said no big deal. I had even seen him give customers a break if they forgot their wallet or purse. He knew they would be back and sure enough that night or the next day they would arrive to pay the bill.
   ALL customers were always given more than the wanted---the owner taught all the young teenagers the value of giving more to others all the time. A million dollar convenient store was lucrative and successful because the owners people skills were off the charts. This rolled over like I said to all the staff, which expressed those values to others at all time.....If the community lost power--the store would remain open and we would operate with flash lights.....If there was a foot of snow the owner would remain open to help all the parents who would walk up or even venture out in the 300 yard drive..
   Earl Mette was his name, he is gone now. But his legacy of people first has stayed with me since day one. My parents were regulars, my brother worked there as well. Life long friends were created there; all because the owner of this business understood the art and craft of how to give more to get more....People, customers spoke so highly of the owner it was as if he could have ran for Mayor, and he could have won by a land slide.
   People speak of customer service as a department, but it is a culture that is sought after by thousands of companies throughout the world.....When the store sold to a new owner it only took 7 years or so for that store to go under...Yes it closed its doors after being open for nearly 40 years. It closed because the new owner put profit before people--he lost the zest, the appeal of why the store made money. It is sad for so many positive memories were created there--but the owner did his job in training me and the hundreds of young men and women about giving more to people...
   The art of business is "People"---employees, cleaning crew, mail room, stock room, etc...... ALL make a business flourish.

Bike shop knowledge---WISDOM.

"Wonderful service - they didn't try to sell me anything I didn't need (I only bought what I came in for). They told me everything I needed to do to service my own bike. Super friendly. Price was very reasonable."

"Great place. Knowledgeable staff. Great mechanics."

Above are two actual reviews of a bicycle shop in Bloomington, Indiana....

KNOWLEDGE---facts, information, and skills acquired by a person through experience or education; the theoretical or practical understanding of a subject.


Knowledge is the "facts", "information" and "skills" as defined above in the meaning of the word.

However knowledge is more than smarts on a topic, it's the understanding how to apply what you know to those who don't understand with perfection of information.

I am a huge advocate for bicycle shops---they have the knowledge, most if not all employees have been there, done that....RAAM rides, trails, biked across the state, numerous century rides, recreational, ridden in groups, and ALL have been a part of a bicycle shop environment.

Bike shops; like the one I am affiliated with,  sell more than bikes--they offer wisdom.

Buying a bike is more than $$$$$$ dollars being exchanged, it is exchanging goods and services for a price.

You can purchase a bike as well as groceries at a store, you can buy a bike as well as hamster food at a store.

YOU will not, and I repeat you will not get the service of knowledge that comes along with the goods......The knowledgeable staff will not come along with it, the fitting will not come along with it, the atmosphere will not be there, the community aspect will not be gained and the friendships forged will never be created...

Knowledge of a product is a key ingredient in business, it is the life line and core of all transactions taking place.....Be smart where you buy a bike...It still applies as well

Thank you---it goes a long way!

Saying hello as we all know is a great way to start off a conversation when striking one up.

But, thank you is the best way to wrap things up--a sentence completer.

But when is thank you, more of a hello?

The idea is once you say thanks to a customer and they are in the data base, follow up with a thank you card to the customer--a little touch of elegance can go a long way in separating your business from others...

What about a birthday card, Christmas card, anniversary card, deal closure card or anything that reflects your appreciation and acknowledgement of being more than a store and a customer relationship.

Give it a bonding moment--up the ante a bit, be creative.....But a simple thank you to customer can goooooooooooooooo a long way!

My daughter will send out a thank you card to the bicycle shop---not because she has too, but because she wants them to know she has an agape relationship with them.......She loves her new bike! Plus it is covered in mud, a sure sign of enjoyment.

Staff explaining bike to daughter.

We purchased the bike yesterday, and it was right before her softball game. She took it home and the staff said bring it back tomorrow and we will explain all the gears, shifting, seat adjustment and the other components to you. 

Sure enough as they said, my daughter was explained as an adult and in terminology that she could relate to the mechanism of the bike.

They WOW'd me and her, but not really. Their passion and zest is felt with a servant heart attitude, that is why I enjoy this business. Others first, which expressed by all at the shop, bikes are full of technology and tons of moving parts. The shop treated my daughter like all other customers, with respect and the notion of we CARE about you. 

Customer service and the future---not today, but next year.

As many of you are aware I am a huge customer service evangelist, I love the art and craft of giving others more than they expect....kind of a WOW! moment.

Well yesterday was that WOW moment.....My ten year old moved up to a young women mountain bike.

Of course I went to local bicycle shop with her and my wife--we looked for 5 minutes and sure enough the staff jumped right in and helped out with sheer enthusiasm....But they always deliver that to me and other customers all the time.

But what transpired next was for the FUTURE...

85 days left till summer is over and back to school, so they knew that she was going to grow fast over next three years, so with their knowledge of cycling they suggested get a bigger bike--a women bike in a smaller category.....They said "She will grow into it."

They could have sold her a bike for the year, but they sold US a bike for the next three to four years...

That is CUSTOMER SERVICE at its peak.......They were watching out for our best interest and for our wallet...

I just enjoy the craft this business displays at all times---people first, profit second....

But it is not only me, thousands of people shop here and are given the same epic performance all the time.

The Broadway show Wicked  is traveling all over the US and the show is given excellent reviews. Well this bicycle shop is just like a Broadway show to me--they deliver an excellent performance day in and day out.....they always meet my expectations and give more encore performances all the time...

Visit your bike shop and see what I am talking about---this guy is a loyal customer....and a Evangelist of all bike shops..you are delivered more than a bike, you are delivered an experience.

Non-profit and community involvement

"Einstein said, "Life is like riding a bicycle. To keep your balance you must keep moving." The weather is rapidly getting warmer in Boston and I'm going bike shopping. Quad bikes is a nonprofit bicycle shop that fixes up hundreds of abandoned bikes and resells them for cheap to the Boston community. You can even sign up for bike maintenance classes here."----Google Review.

Okay here is the first bike shop that I left the name in the review.......I left it in because I felt the customer is explaining the core of all business--COMMUNITY.

The shop is making a difference in their community, they are not giving up on used equipment; they are fixing them up with the passion of the sport to help the people of Boston obtain a good reasonable bike for the sheer pleasure and enjoyment of riding one.

Sports of all nature are growing more and more expensive--the aspect of just getting a glove, bike, ball, bat, mitt, racket etc......is becoming more and more expensive.

But the shop is a niche shop, it is kinda like the island of misfit toys; they were and are not giving up on used bikes--we can make a difference with a business too effect others...

ALL bike shops are different, as this one is to others....But I find it very interesting that this bike shop focuses on re-selling old ones to entice others to be a part of the the bike movement at an affordable price.

The other part of the review states--they even offer maintenance classes...WOW!---giving customers more than they want...OVER delivering their service to others.

Let me know your thoughts---or even a bike shop next to your house that you would like too talk about on this---I love bikes, bikes shops and the art of outstanding customer service.........

The disappointed customer---sharing their experience.

"Very disappointed with customer service and sales tactics. After being in the shop for 10 minutes, someone finally asked if we needed help (never even left from behind the desk). When we got help, we told them our price range, after which they showed us a mountain bike 2,000 dollars beyond our range. Test rode a bike in our range, then they brought out a 2nd bike 200 dollars over our range, and told us that cheaper bike would only serve as a commuter bike and would "not perform on the trails" (despite being a Giant frame w/ 29" wheels, disk breaks, etc.). Got the overall feeling that they cared more about a sale than the customer."

Above is an actual review of a bike shop--- 1 STAR, however there were seven  5 STARS along with this review, but I want to focus on this negative one--or a truthful, yet confusing one as I see fit.

YES, I was not there and YES if the staff did not leave the counter how could have the patron been shown a bike? So lets move on.

Money is not the root of all evil, the love of money is......This review is how a customer perceived the shops core was money first, customers second. Although this does still happen, it does exist--we must not be to jumpy as to why they choose a more expensive item, rather than just meeting our dollar requirements.

If the shop did not have the dollar allotted amount bikes, they should have explained we do not carry cheap ones and explain why they carry what they have in inventory. Recommending a more expensive item generates more capabilities than a cheaper one--in this case of the review it could have been that way. But the staff did not take on that challenge which goes back to power of knowledge and the power of communication in business.

WE in the business of any trinket must have the capability and understanding that ALL customers will not be fulfilled, but we must be respectful of them and treat them as people--being honest and straight forward will cut down on wasted time and energy--plus it CAN and will create a more memorable experience.

They may not have bought a bike here--but water bottles, tubes, breaks--- YES in the future.... 

The big purchase may be lost, but small items add up.....Customers are created at different levels.