I wasn't going to pile on here but after reading solo hand job's response, I'll add my own. I'm going to leave employees names out. I was in the market for a complete new bike build a while back. Like most consumers I shopped around at the local dealers that sold the brand as well as out of state dealers. The employee at Bike Co was very cool and great to deal with. I was ready to buy from them based upon this experience. I found an out of state dealer willing to sell me the bike for substantially less than any of the local dealers with the added bonus of not having to pay sales tax. I followed up with the Bike Co to see if they could get a little closer to the out of state guy. I even told them I was willing to pay a little more to buy local and support a local shop. Bike Co employee was very cool and got back to me with a better price. When I called back to give them the go ahead (at about a $300 premium over out of state dealer) the employee I originally worked with wasn't there but the guy on the phone says " I'm ____one of the owners, I can help you with this". When I explained the trail of e-mails and phone calls along with pricing, "owner" get's all pissed off at me that I would even suggest the price I WAS QUOTED FROM HIS EMPLOYEE in writing. I wasn't rude in any way. I simply informed him that I wouldn't be wasting his time any longer. Another local dealer matched the price and I'm a happy camper. Personally I'd like to see the reputation of the Bike Co improve. It's a great thing to have multiple great shops in an area. I know perfection is a tough thing for a business but at least there are a few that try harder. Unfortunately, IMO, the Bike Co is not one of those shops. Good Luck Jason. I sincerely hope your presence improves the culture there. C
Thanks for setting the record straight! We were new to the DH scene back then and didn't really know too many people. We never had any dealings with anyone except Sven, Joe and Kevin. I know there were more employees, but we never dealt with any of them. Please don't take it personally. Keep in mind that from a customer's perspective it's all about their own perception of how they were treated, how you felt about the goods/services you purchased and whether you'll go back again. None of this is a personal attack, just sharing of information. It is not meant to put you or any other employee on the defensive. P.S. Sven always went out of his way to help us and make us feel welcome. When we were new to DH it was quite intimidating to walk into any bike shop and have to ask for help.
I have an Idea to help bring up the customer service and the inventory. Let's get more local visits to the store. The way I see it is with more flow of customers the shop can bring in more employees to work the front. The benefits to that are lower prices and cool things to look at while your bike is getting tuned. This shop has huge potential and some of the best guys in the industry working there. I can't say enough about them my fingers would fall off. I think I have earned some credibility in the STR group. Have I not pulled trough with everything I say I am going to do. I'm thinking you can trust my opinion. Many of you know me for being really picky about quality. Everything always has to be perfect. Well I think they have what it takes. Let's make this forum a way to help hone our customer service skills. We will figure out a way to hook everyone up. Maybe a STR member discount. Maybe a club card discount. This will help you the customer get something back for your efforts in the community . I have many ideas I will have to see what can work for everyone. To be able to bring prices down we have to make larger orders. To make larger orders we have to sell more things. To sell more things we need to know what items are in demand. Thats where you come in. Efficiently ordering parts will in the end bring prices down and that will bring more customers and you know the rest. We can all work together. I have got to know all the guys in the shop and would love to go ride some of the trail they do. They are really skilled and open to help everyone. Some times when they look like they might be hard to approach it's because they are doing 3-6 things at once. I find it hard to do 3 things at once maybe it is because I am way old who knows. Lets spread the love Mooo Fooo's and make the whole biking industry grow. After the whole Big Bear thing we lost a lot of the mountain biking interest. Let's pull together and find a way to open up a ski resort that is more mountain biker friendly. ((Someone knows someone right?))Next set up some big races and bring back DH mountain biking. It was fun to watch and get to ride the race course after the races. I have been to big bear a couple times lately and they let me bring up my F4. Yes I did bring the lady some Chumba stickers and a gateraid and tell her how bad A$$ she is but if that all you have to do to get your bike up the lift then its worth it. Think about it would you want to pick up a 40 + bike 200 times and hang it on a hook. This sport can grow back up to where it once was. Well its late I am going to bed. Oh and yes I called everyone Mo Fooo's but it was in peace. Jason
With all due respect.......... I couldn’t disagree more with this statement I have an Idea to help bring up the customer service and the inventory. Let's get more local visits to the store. The way I see it is with more flow of customers the shop can bring in more employees to work the front. We the customer owe the Bike Co. nothing. You suggest that we go in there and for some of us get burned a forth or fifth time? For what? That hopefully we will get good service and thing may improve in the future.#-o I agree more shops are great. But only if they are good. If the Bike Co can not get their act together then I say good riddance. Here are some suggestions: Put a buzzer / indicator at the door so when a Visa caring customer walks in the door a knowledgeable salesmen / bike guru welcomes the customer and asks if they need any help. Like you!:bang: Keep the attitude / arrogant guys in the back turning wrenches opening boxes or whatever. Just keep them in the back. Listen to your customers and see what they want. Not everyone wants a Turner DHR. Take note. Once you think you have your act together have a grand re-opening bbq or something to show off your changes. Look you guys are located in a very affluent area and close to some great trails (a great situation). However people are willing to drive past The Bike Co. and go to The Path and other shops. I wish you luck and hope that some day The Bike Co. can become my LBS.
Ok Thats fine opinions are great. I don't remember saying that anyone owes anyone anything. All I know is this time of year when it is extremely hot not as many people are riding mid day . This means things can slow down a little. Yes the bike industry has seasons in a way. When things slow down it takes cash flow to set up a good staff. Well I hope I don't have to explain the rest . When i was on tour in UT and Co I met a lot of sales people and mechanics that live in there cars and move to where the season takes them. Most of them where in Moab. When it gets to hot in Moab they go to shops in Aspen and Crested butte to work. Anyways Have fun have fun. :beer:
Once I went to the Bike Co because I needed something I knew they would have. When I got there it was like a scene from MTV Jackass. Employees were running between the front and back and laughing in hysterics over a prank about to go down. Nobody even noticed me hanging out. Well, actually they did see me but the horseplay took priority over acknowledging my presence. So dudes are running around laughing, Im standing there like a knob wondering WTF is so funny. Then the prank is executed. One of the employees opens the bathroom door exposing the UPS guy who is in there taking a crap. More hilarity ensues and eventually I get taken care of. Now, I’m not an uptight person-at all. Messing with people when they are going to the bathroom is perfectly acceptable in my opinion. If Bike Co staff gets to screw around and party and pretend to be retards all day long, good for them- I wish it was like that here at my work. But you know what? When it comes to my bike and my money, I won’t to deal with a bunch of clowns. Even well intentioned, Pro DH clowns. Sorry. I don’t care if you hire Lance Armstrong to run the place. Keep playing fraternity house over there and I don’t want to know about you.
Jason quote=ChumbaJason;88060]Thats fine opinions are great. I don't remember saying that anyone owes anyone anything. All I know is this time of year when it is extremely hot not as many people are riding mid day . This means things can slow down a little. Yes the bike industry has seasons in a way. When things slow down it takes cash flow to set up a good staff. Well I hope I don't have to explain the rest . When i was on tour in UT and Co I met a lot of sales people and mechanics that live in there cars and move to where the season takes them. Most of them where in Moab. When it gets to hot in Moab they go to shops in Aspen and Crested butte to work. Anyways Have fun have fun. :beer:[/quote] You seem like you are sincere guy and have a good reputation.:bang: I just think the idea of “hey come in and spend some money so we can afford more / better people” does not make sense. Why should we make sure The Bike Co is successful? Again I think The Bike Co needs to do something to draw us back… That’s business Yes the bike industry has seasons……..but it is not as drastic in So Cal (got’a love the weather). I for one ride year round and spend $$$$ year round. Good luck to you sir and have fun on the trails!:beer:
Jason, It's great that you're working there now because I think everyone here can vouch for your integrity. The thing I would suggest would be to have a heart to heart conversation with the shop staff and owners on customer service before anything else. For myself personally, I don't have any problem with small shops charging MSRP for their bikes and components since it's a tough business in the first place, and margins are small. But for me personally, if a shop has good customer service and I need a component; I'll go there first for my purchases. If they have what I need…I'll buy it; if they say they can order it and it will be here in a couple of days…I'll order it and wait. The problem I had with the Bike Co. was never with purchases or sales floor service; it was the shop service that sent me packing. The Bianchi G.U.S.S. I purchased there had a bad seal on the Reba, and from the very first ride all the air would bleed from the positive to the negative side. I purchased the bike on a Wednesday and took a first ride on Saturday and noticed within 5 miles that the fork was sagged all the way down. I headed home, got online and checked the web for the recommended pressures and re-set both chambers to the correct pressure. The next morning I tested the fork in my driveway and with one compression the air bled from positive to negative again. I called TBC on Monday and was informed that it was a common issue with the Reba and they would have to send it back, but they would check and call me back. Received a call on Wednesday from TBC that the mfg was sending them a re-build kit, and they would fix the problem once the parts were received, and it would only take a day. I thought that was great and was completely satisfied. Received a call the following Monday from TBC that the parts were in and I could drop my bike off anytime. Here's where the issues started. Brought my bike in on Tuesday and was informed I could pick it up by the end of the day on Wednesday. I waited until Thursday and came in after work to find out that they had not started the repair. Not a big issue for me yet because I was in no hurry. They said they would have it ready by Friday before lunch, and I told them I would be by Saturday after my ride to pick it up. Dropped by Saturday after my ride, and the bike had not been started. Still sitting in the same position against the wall. Was told to pick it up on Monday. Called Monday morning to confirm and was told to pick it up after 5:00 pm. Came in after work and my bike was on a bike stand so I assumed they did the work. When the staff went back to get the bike, he came back to inform me that it had not been started. I looked back at my bike and saw a baggie rubber-banned to the handlebars with the new seals. Again I was very apologetically told to pick it up Tuesday. Again I gave them an extra day because I was traveling, and I came in on Wednesday. Repairs had not been started. This time I got angry and told them I wanted the bike before the weekend and I would be back on Friday. Called Friday morning and was told I could pick up the bike at lunch. Got there at lunch only to find out that the repair had not been started. The bike was now off the rack and back up against the wall with the baggie still attached to the handlebar. They apologized again and said I could come back at the end of the day before they closed to pick it up. I again told them I would be by Saturday after my ride. Came by Saturday after my ride and got a dumb and embarrassed look from the staff who informed me that the mechanic who was supposed to fix my bike had to leave early that day. I walked into the back; took the baggie of parts off the handlebars; handed it to the guy at the counter; and walked out with my bike. Went home; took off the P.O.S. Reba and put on a Marz I had laying around; hung the Reba on the wall as a coat rack; and have not walked into TBC since 2005. Customer service is everything in business these days, and what they did was inexcusable; and unfortunately it sounds like some people are still experiencing similar bad service. I'm not just trying to jump on a TBC ragging session, but the above scenario is simply the facts; and there's no way anyone can put any justification for this many missed deadlines. If they would have simply told me it would take two weeks from the beginning, I would have been satisfied with that and would have been happy to wait. I know some here may say that I should have called every time before I came down; but IMO, when someone makes a commitment to me on a date; I expect them to hold to their word. Just run a shop with good customer service, and be absolutely straight with the customers, and they will have a shop that thrives. Just my .02 Hopefuliy you can make a difference there.
Jason,I kinda have to agree with 29wheels about just going to go and spend money. To me a good shop is one I do not have to visit too often and stands behind their work. Bike Co has done that for me. Just like the shop has financial limitations, so do we as riders. If I go in just to shoot the shit, I'm taking away from service time for the bikes in the back. I have not given up on Bike Co.......h&ll.....they just did my rear drl replacement and other things and the bike runs great. The only issue I had (minor) was the difference between the GREAT service I got when I dropped it off and the mediocre service when I picked it up. Bike Co is only on my way to certain trails, but NOWHERE near where I live, so just stopping in to shoot the shit won't help the shop or myself. I do like the STR discount idea:clap:......that may get more people in the shop...you never know. Keep up the good ideas and good luck there, eh?! With this much discussion, it sounds like Bike Co may win back some customers in time.
I have been at the Bike Co before. I really did not have that bad of experience, although from the customer service that I recieved even though it was bad I would go back again especially now that Jason is their. I think the Bike Co will have to be on their toes the next few months because many of the STR people will be critque them closely. I know from other places that I have spent my money on (tattoo shop, my barber shop) I know the way that I am treated 80% of the time makes my descion if I am going to be a return customer. I have been at tattoo shops and the artist act like they are too cool for you and they would rather just sit and talk with their friends. Thats cool with me I will take my money somewhere else. My tattoo artist is not the best artist I have seen but his customer service 100% top notch and professional. My barber shop that I go to they treat me real good offer me a beer and a porno mag while I am getting my hair cut, but sometimes when I am getting my cut their might be a outside customer that would walk in and sometimes they would vibe the guy if they didn't like him or the way he looked. I don't understand, you can come in a clown outfit to my place but if you have green (money) I would treat you real well!
Address please......... My barber shop that I go to they treat me real good offer me a beer and a porno mag while I am getting my hair cut:bang:
I appreciate the fact you are trying to turn the place around, but that statement just struck me (and others obviously) the wrong way. How can after reading all of the negative things said about TBC you simply suggest more people come into the store. So you are suggesting that the more customers you have the better your service is going to be? If the service is crap already, how will it be better with even more work load on the techs? You've got your hands full and it is going to take awhile to turn that reputation around. Me personally I am not going to be a guinea pig.
I have no connections with shop, so I'm not trying to defend them, but I believe that Hope USA recently moved and/or changed mgmt or ownership. That might have delayed the process if that info is correct. IMO the $41 is not too bad and it was your fault that your wheel was hosed. Now, the fork and BB are a different story.
Good luck Jason. You have your work cut out for you. I tried to make it better for few months I was back. The co is a good shop And maybe you'll turn it into a place where people want to come back to. As for me I'm going riding. See ya guys out there.
From seeing the ebb and flow of the local bike shop scene over the last few years, and working in a handful of them, I've seen how one guy can make a difference to the prosperity, service and attitude of a shop. Some shops will survive, some will disappear, and honestly it's more about the store having the right employee's than many people realize. As a sport run by enthusiasts, it's often the case that the guy (or girl) at the shop, is just a guy who rides, no real experience, just happened to be in the right place at the right time, and needed a job to pay for their dirty habit. Luckily, there are some shops in the OC that have luckily picked employees' that are both enthusiasts, and (perhaps more importantly) talented individuals who pride themselves with their customer service skills. This is what will make or break many retailers. I've visited shops that kick ass (The Path, Switchback come to mind) others that, well don't, and shops like the Bike Co. that have had waves of ups and downs. Hopefully a fresh attitude and motivation will rejuvenate the Bike Co. That's my 2 cent's hopefully Jason can make a difference! good luck to ya! We need more quality shops in the OC.
My $.02 on the topic. Sorry for the long post, but as a guy with may years of retail and B2B sales & service experience, this is a hot-button topic to me. After the first time I walked into the Bike Co, I used to say that if I won the lottery that shop would be my first stop. It was one of the first serious LBS's I'd been in, and I was blown away at the high-end bling. The next couple times I was in, I walked out without dropping a dime - a rare occurance for me. The main reason was that I was simply ignored. As others have said, the staff seemed to have other priorities, and they made me feel like a freshman on the first day of high school instead of a guy with the potential to drop some coin. I don't know what it takes to get in to the cool kids' club, but the burden shouldn't be on the customer to overcome that hurdle. Now it's the last store I'll shop at for so much as a tube, and I can't imagine dropping big bucks there, even though I live a few miles away and drive by often. I've actually walked out and spent more time and the same money elsewhere but felt good about it, just because of TBC's bad service. No shop can be all things to all people, and I wouldn't want to see TBC start carrying bargain bikes for the masses. They already have a good niche, but it is a small, highly competitive niche in which shops distinguish themselves primarily through the cheapest yet most valuable items they stock - friendliness and integrity. My suggestions for immediate change: 1 - As mentioned before, a bell on the door. 2 - Make the bell count. Develop a habit of acknowledging every customer within moments of their entering the shop. (This has been a sore point for me at the Path too, though I cut them a little slack given the way that shop is subdivided. Notice that Adrenaline staff usually greet you instantly, even though they are often busy wrenching, ordering, etc) 3 - Underpromise and overdeliver! If you think it'll take a week to fix, tell the customer 12 days then finish in 8. They'll love and respect you for it. I was impressed when I saw a sign on Adrenaline's door a while back saying they were overloaded and weren't accepting most repairs for a couple weeks. Cool - I know where we all stand. Much better than hearing a week then waiting a month. The same approach works for cost estimates. 4 - Communicate. Be upfront and as honest as you can, and be proactive about calling people, especially when there's a problem. A client will be pissed if they come in to find their repair is late, but if you call in advance and let them know there's a delay, you have a chance to manage a potentially negative situation. 5 - Own the situation. Everybody makes mistakes or runs into obstacles. It's how you handle those situations that distinguishes you. As they say on "Holmes on Homes," "make it right." Notice that none of these things necessarily costs anything, and most take very little time or effort. All are way easier than overcoming the self-inflicted problems and a bad reputation. That's why the lack of these things is so glaring. Jason, I met you briefly at the Poker Ride a few weeks ago, and my impression then and in this thread is that you are a good guy with the right intent. You may have inadvertently thrown down the gauntlet with these posts: For your sake and that of the local mtb community, I hope you're in a position to make a real change. I wish you luck
good experience For my past couple rides my drivetrain has been skipping around I have snapped my chain a bunch of times. Figures a few pieces of my drivetrain needed replacing. I've usually had great luck at the BikeCo so I figured I would test the waters again. I brought my bike into the BikeCo today when they opened. I told them I probably need a new cassette, chain and cableing. I also told them I was planning on riding Sunday as one of my last rides as I am leaving for Arizona early next week. BTW, I was dealing with Tom here. Cool guy and very nice but I believe he is rarely in the shop and works more the internet sales. I was told the bike should be ready by Saturday evening. That was fine with me. After I leave the shop, Mike calls my cell and tells me to come pick up my bike 3:00pm today and it would be good to go. I was stoked. They replaced everything as they should of, and took care of it in a half day!! My drivetrain runs beautifully know, no more skippage. Mike has always treated me nicely and even given discounts when not asked for. But then again I have been going to the BikeCo for a couple years on a regular basis. Maybe they know I usually spend a good amount of money there. BTW, the guys in the shop know exactly what is going with this thread. Hopefully it will be constructive criticism to them.
