I’m not sure if my reaction to the latest events is warranted so I’m wondering what people here think: I’ve spent quite a bit of money at my lbs (became lbs this year, not exactly local but they’re nice) in the past few months, and only last week I spent $400 buying some various odds and ends (lbs owner greets me by name and is an all around great guy, he even trued my wheels for free a little while ago).
Last Saturday I go pick my wheels up (I had the lbs glue on some tires for me, as I was having trouble doing it myself: ok, I’m a tubie newbie, so shoot me. Note, I had paid for this in advance) owner is not there and while the other shop guy (no idea if he’s part owner or just an employee) is giving me my wheels I ask him if they have water bottle cage bolts (I needed 4), he goes to the back to get them, gives them to me and then goes ‘that would be $2’. I don’t have $2 and using plastic for that is ridiculous so I have to go back all the way to the car to scrounge it in small change (luckily I had a few quarters in the glove box).
Now, this kind of leaves a bad taste in my mouth: I mean, come on! I’ve given you quite a lot of business this year, sent you several people, have just given you $400 two days earlier and you charge me $2 for 4 bolts? I need a new helmet (for sure worth much more than $2 in markup to them) and am seriously thinking about taking this particular bit of business somewhere else.
Am I being unreasonable here for expecting that the $2 should have been waived? Am I being petty by not getting my helmet there? Should I say something to the owner? What do you all think?
I have received these discounts on stuff like this but never ever do I go into the store counting on it or expecting it. I walk in aiming to pay full price for whatever I need.
It’s all about the internet. Better deals. My local guy charges me for everything, so I drive 30mins to a bike shop where they know me by face and name and let me slide on bolts, screws, pins for my chain, etc…
and BTW, replying to myself here, I’ve always paid full retail on everything I’ve ever bought there (although I’m used to lbs’ back in Italy routinely giving 20% off to regular customers), so it’s not like I expect discounts or whatever, it’s just that it does leave a bad taste in my mouth for the guy to be so anal about $2 (bolts probably costed them a quarter, maybe) giving all the money they made off the full retail markup stuff they sold me…
If you don’t know the guy who gave you your wheels and charged you for the bolts, you can’t fault the shop. He might be new. He might never have been working / or working elsewhere in the shop when you made your purchases. He might not be all that bright, and think about the bill you’ve already paid vs 4 bolts @ 50c each.
I agree that I always go into a shop expecting to pay for everything I need, and am pleasantly surprised when I’m comped something.
I see no reason to purchase your helmet elsewhere, or to mention this to the shop owner. While I understand your disappointment in not recieving special treatment after having spent what you feel to be a good amount of money there over the past year, it’s $2.
Should have worn your receipt on your sleeve so that he knew you’d spent some money.
I think the owner may have just handed them over or said catch me next time your in to save you some hassle. If the other guy didn’t recognize you or didn’t think to have you pay later, he simply didn’t recognize you. Don’t take it personally and keep going in. Customer’s earn the relationship as much as the LBS earns your business. Just remember, the last time you went into the grocery store and they gave you a free power bar or gatorade… Never happended has it? The LBS shouldnt’ be obligated and one should not expect it. When it comes, it great but it truly a gift to you.
I too expect to pay full tilt when I go in but I like having the LBS there more than I like a discount. Sometimes they’ll hand over simple items like a bottle bolts but if I have to pay for them, it’s my bike and I should be paying for all the parts that go on it.
A couple of years ago I was buying new shorts and some other things at one of my local bike shops and as I was at the register paying the owner was training a new employee at the cash register. I take out my checkbook and get ready to write a check the new cashier says that I need to show ID and credits cards, etc. The owner tells the cashier don’t worry about it, he’s in here and spends enough money for me to know that his check is good.
Before I finish writing the check, I remember I need to get some crimp on cable ends for my brake and deraileur cables. So I ask for 4 cable ends and the owner says: “Add 10 cents to the bill.”
I ask her if she is joking and she says no, its 10 cents for the cable ends.
I write the check for an additional 10 cents and then I never went back to her shop.
Should have worn your receipt on your sleeve so that he knew you’d spent some money.
actually of the $400 I spent the two-three days before, $180ish were paid to said guy in person, not to mention that I have seen him before a few times (although I am not on a first name basis with him as with the shop owner)
ok, thanks for the replies guys: I do think I’m making this more of a big deal than it actually is, I don’t know, it just rubbed me the wrong way and wanted to get a second opinion…
I mean, this (sort of local, 20 min drive) shop is head and shoulders above other shops I’ve had to unfortunately deal with in this area, so I don’t plan to stop using them any time soon: I guess when I have experiences like I did when I went back to Italy for a visit last October (went to the lbs my cousin uses, told the owner my cousin sent me and got the red carpet treatment + 20% off without even having to ask) it does tend to spoil me a bit…
I look at it that if I get a handout…I earned it. I have no right to expect it, regardless of the amount. We are all expected to spend money to obtain a product or service. What are you doing to earn a little extra?
My LSS and LBS both know who I am due to my regular visits and spending habits. But also I make sure everyone I refer to either, knows they need to make sure the shop hears who referred them, and why. I have lots of branches to those trees and I am rewarded accordingly. I work under the same principle with my business. Help my business grow…and I’ll take good care of you.