A lot of what I read on this forum and others relates customer experiences- good and otherwise.
I read a lot of these and am interested in seeing your ideas about what shapes the customer experience.
This is purposely open ended since I’d like to see where people take it-
When you think of your expectations and desires, disappointments and delights- what are they?
Many thanks-
My big thing at an LBS is I want to be acknowledged. Just have a sale person say ‘Hi’ and ask if they can help. Even if the shop is busy, I believe someone should always have time to say ‘Hi, I’ll be with you as soon as I finish with this other customer’ or similar. My other thing is I want to see a selection, and have items in stock. Generally if I go into an LBS, it’s either for something I want right now, or I haven’t made up my mind yet and I want to see or compare the item.
Realistically, I know that pricewise an LBS isn’t going to beat online. So they have to offer the service to compete (friendly staff, product in stock, etc).
As for online, as has been said before: easy to navigate and search for items, decent descriptions and photos, clearly stated shipping rates prior to check out, and don’t make me create a username / password if I don’t want to.
I expect fair prices
Products in stock
And if an online retailer:
Shipped out that day if ordered before noon.
jaretj
“My big thing at an LBS is I want to be acknowledged. Just have a sale person say ‘Hi’ and ask if they can help. Even if the shop is busy, I believe someone should always have time to say ‘Hi, I’ll be with you as soon as I finish with this other customer’ or similar.”
That’s a part of the challenge for the on line guys- building those relationships, creating a friendly environment.
You mention the ease of checkout, etc. I think about Zappos.com, my favorite example of that. For a lot of items, Amazon.com is that too.
The interesting thing to me is, with Zappos.com, it isn’t price that drives the business- it’s largely rapid fulfillment and quick shipping, that and an easy user interface as you mentioned.
Rokko stated it very well. I would add that I know I am not a bicycle expert. That is why I go to a LBS. I am highly offended when a mechanic treats me like a complete idiot for asking a simple question. I also get a little perturbed when a salesman pushes products on me that I have stated I do not want. These are the two reasons I have yet to buy two bikes from the same shop. Maybe I am too picky or just have not yet grasped the bicycle “community” or the mindset of the “experts”.
I do like the fact of being able to put my hands on products in a LBS and have spent % higher $ to buy products at a LBS that I know I could get cheaper online. As far as online retailers go, make the sites easy to navigate and disclose the shipping costs and estimated delivery time up front as Rokko stated. Also, clearly define the return policy and make the return process as easy as returning the same item to a LBS.
I would second that quote as well. My local shops aren’t going to beat online prices but they are there when you need them. I think this requires you to build a relationship with the store. I expect the shop employees to great you with a smiling face and be knowledgeable when you start asking questions about x product.
I was down in Tucson a few weeks ago so stopped by Trisports. I was greated kindly when I walked in the door by an older gentlemen and the individual explained to me how the store worked and then told me to let him know if I need anything. After being treated so well I almost felt obligated to buy a few items. (I was planning to anyways.) I wanted a new polar HR strap. Trisports didn’t have any in stock but they quickly said they could get one by opening a new watch box. I didn’t expect that at all. To my this was a great example of customer service by a local shop (unfortunately not local to me).
simple. the biggest thing for me is that the shop is not put out that i showed up. the arrogance of some of the shops surprise me. do you really want my business? it took me walking into 4 shops until i found one with a good vibe and that did not think their s#$% didnot stink. I solely go to one bike ship and if they do not have what i need, then i will go online rather than shop at the other bike shops, despite my need for instant gratification.
Things I like:
LBS: the camaraderie of being able to talk about a hobby we’re passionate about.
Online: Easily searchable, little to no Flash, a “company” section that shows the faces behind the store, and quick replies to emails.
.
I continue to shop and support my LBS because they treat me well. They know me and my bike. I am willing to pay a little more for things because of the way I’m treated. They aren’t offended if I get something online or from another store. They encourage me to let them know about online prices and if they can’t match it or get in the ball park they tell me to buy it online. I guess simply customer service.
Online, I like an easy website, simple returns/exchanges and accurate sizing charts and/or help with sizing. Nothing worse than having to pay to return something due to the wrong size. I love runningwarehouse.com, great prices, free shipping and free return shipping if it doesn’t fit. I really don’t know if you could do more as an online retailer.
LBS: I really appreciate it when they absolutely know their stuff. It is great to work with people who have answers and can back them up. I also appreciate a soft-selling approach in contrast to up-selling. These days you can’t buy a f*&^ing hamburger or a coffee without being upsold, and that drives me nuts.
I called my LBS to see if they had a product in stock and if they could price match an online store. They said they would when they got the next shipment in. Done.
However, they called back immediately telling me they had called the manufacturer to make sure shipping was on time. Found out it wasn’t, let me know, and told me to buy it online if I needed it soon.
That’s customer service.
I’m very into convenience. That is why I buy a lot over the internet. I like shopping from my PC at home or at work and having things shipped to me. But, certain things like clothing (i.e., bike jerseys, wetsuits, tights) is more difficult to buy over the internet because you don’t know how it will fit until you try it on. Unfortunately, a lot of people who work at LBS’s aren’t very good. I go to the same LBS’s that I’ve gone to for a long time and I know who is good. When I purchase over the internet, I know that shipping is expensive for companies but I just hate paying high shipping fees.
At an LBS, I hope they know what the hell they are talking about. 2nd, I’d like to think that they might remember who I am since I dropped several $$$$ on a TT bike and provide a little personal service. They probably don’t sell more than a dozen tri bikes a year.
Online, I want selection, delivery, price, good product descriptions, good pictures, and send me the correct parts, and make the return process easy.
I particularly like your idea of a section on the website that shows the faces behind the company- especially for an online business. Some companies have done a great job of this, others tend to shy away from it because they may be concerned that turnover will require constant maintenance on the section that features employees- which it will, but it’s with it in my opinion.
A big challenge to the .com e-tailed is to build that “corner shop” feel. I think it is possible.
Ordering on-line
An email acknowledging my order and another that says it is shipped.
At the lbs -
A hello when I walk in, knowledgable staff that can make a good recommendation.
I can’t comment much on customer service after an item fails, etc. except in 2 cases, which are the only 2 customer services cases I’ve ever had in 22 years of cycling.
Cannondale rep sees my old frame as I riding in a group, stops me on the road, inspects the rear chain stay, says bring the bike into the shop and we’ll order you a new replacement frame. WOW…this frame was about 6-8 years old. 2 weeks later I have a brand new frame.
Order a new 596 from “some bike shop in Michigan”…arrives with a broken crank arm…call said shop…new Zed Crankset arrives 48 hours later…what more could I ask!
I’m in a semi-rural area that has some bike stores within 30 minute drive, but their customer base tends to be kid and commuter bikes.
I would give my right arm for a decent mechanic, no matter how surly, within a 30 minute drive.
For online, the endless.com/zappos.com model is great–free shipping, free returns. I’m willing to try out merchandise that I otherwise would not consider.
online. I expect competitive pricing and easy to navigate sites. I also really really like to see an order confirmation an an email when items are shipped.
LBS. a simple hello. I Understand things are hard to keep stocked…but I like to grab n go. one of my local shops sold me their shop spoke wrench for some shimano wheels. really floored me! I’ve never had a shop sell me a shop tool… let alone a spoke wrench!!!
I particularly like your idea of a section on the website that shows the faces behind the company- especially for an online business. Some companies have done a great job of this, others tend to shy away from it because they may be concerned that turnover will require constant maintenance on the section that features employees- which it will, but it’s with it in my opinion.
A big challenge to the .com e-tailed is to build that “corner shop” feel. I think it is possible.
I love how Quality sends trading cards of the person who packed the order…
They also have bios in the Harefoot catalog.
I want exactly the opposite in a shop - unless I have a question or am trying to check out, I don’t want to talk to anyone. I can’t actually get mad at people saying “hi” since it’s a social norm and most people like it. Just saying what I prefer.
That’s a reason I prefer to shop online (beyond pricing and convenience) - no human interaction.
Online or in a store: low price, quick-processing of sale are essential. Online the vendor must be trustworthy.