OK, I promised you guys an update on how we handled the fit dilemma from last week. With your input and advice, this is how we handled it: I phoned the frame manufacturer and asked some general questions about their sizing philosophy. I then told them about the specific problem. They explained their position and mentioned specific reasons why they put the customer on that bike. It was different than what I would have done, but I acknowledge the thinking behind their position. I explained our thoughts and concerns to the customer when he picked up his bike and he listened and seemed receptive, even mentioning he had similar concerns. Then he told me nearly exactly what the factory had told him- indicating (to me) that he has spoken with them too and they gave him similar information. I think the bottom line on this is my fit philosophy and methodology is very different from the factory that made this bike. I still maintain the frame was unnecessarily large for the customer. But the guys who made it did not. I hesistate to chalk this up to a differenece of "opinion", becasue I feel so strongly the customer's fit could have been better. I think his fit was wrong. He consulted with me, we made some improvements and told him the truth about what we thought. He has now incorporated our perspective into his opinion of his fit.
Now, my take on this- Speaking totally candidly (maybe too candidly). People buy shit that doesn't work for them all the time, for a lot of money. They buy it becasue of looks, becasue their buddies reinforced the buying decision (peer pressure) or because a certain pro rides the equipment or all of the above. Once the purchase is made they try to further validate by seeking the approval of others. In my mind this guy KNOWS there is something up, but he is in denial to some degree. He looks at how other look on their bikes and knows he looks different, buthe just spent $4K and is not ready to admit the possibility (reality!) of an error. He did a lot of reasearch before he purchased and drove to the factory for sizing. I think he put a lot of faith in that process, but he still blew it. So, my question to you guys- what is the lesson learned here? For me and for everyone out there buying I bike. I am almost afraid of the answers.........
Tom Demerly
The Tri Shop.com
Now, my take on this- Speaking totally candidly (maybe too candidly). People buy shit that doesn't work for them all the time, for a lot of money. They buy it becasue of looks, becasue their buddies reinforced the buying decision (peer pressure) or because a certain pro rides the equipment or all of the above. Once the purchase is made they try to further validate by seeking the approval of others. In my mind this guy KNOWS there is something up, but he is in denial to some degree. He looks at how other look on their bikes and knows he looks different, buthe just spent $4K and is not ready to admit the possibility (reality!) of an error. He did a lot of reasearch before he purchased and drove to the factory for sizing. I think he put a lot of faith in that process, but he still blew it. So, my question to you guys- what is the lesson learned here? For me and for everyone out there buying I bike. I am almost afraid of the answers.........
Tom Demerly
The Tri Shop.com