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 Post subject: Disapointing Cycle Shops
PostPosted: Fri Aug 24, 2007 10:03 am 
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Went down to London on Wednesday, after a meeting i had a couple of hours to kill, went to a cuple of well known shops on the outskirts of London, and was greatly disapointed with staff attitude, and level of stock on display, there respective websites boasts great things, and prompted me to visit.
Anyone else feel this way about the way that internet selling is effecting retail shops?
jr

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PostPosted: Fri Aug 24, 2007 10:18 am 
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hmmm.... doesn't really tell us much.

I have been disappointed in the past by shops, the attitude of staff and the stock levels, however, I have to accept that a lot of what i would like to see shops tend not to stock, because it is very specialist and there is a low demand. As an 'expert user' it is very difficult for shop staff to know how to cater for you, especially as a member of this site where many people are far better informed than the people in the shops may be. That isn't to say the shop staff don't know what they are doing. Far from it. It is to say that unless you are a regular in the shop you are likely to feel either condescended or blown away my techno babble.

Was it a busy period? How did the staff interact with you?

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Posted: Fri Aug 24, 2007 10:18 am 


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PostPosted: Fri Aug 24, 2007 10:20 am 
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name names...

I use Sigma Sport a lot, but only because they are 5mins away. Some of the staff are excellent (Dan in the workshop, a couple of the shop lads) but others don't come across that well...

I try and use them so they will still be there when I need the odds and ends I always end up needing at the last minute, although I use mail order a lot when sourcing more expensive parts (wiggle/parker/ribble/totalcycling- depending who is cheapest!). I get 5% at Sigma for being a Surrey League member, but this can't compete with wiggle's 20%!

I do feel they are having to cater more and more for the triathlon market to stay in business.

For a small shop they cram in a lot of bling, but could do with a bigger floorspace to increase stock...

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PostPosted: Fri Aug 24, 2007 10:30 am 
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I like Sigma. I think they are a descent shop. I have never had problems there. And Dan is excellent. Helped me out with many a thing.

Sigma aside, the bike industry is interesting. Many shops you feel you have to prove your worth as a customer before getting good service, rather than the shop proving themselves with their service before they win your custom!

Speaking of Triathlon, I like Swim Bike Run in Windsor.

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PostPosted: Fri Aug 24, 2007 10:38 am 
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Agreed, sigma do a good job in a difficult market IMO.
Other big shops in the region are grim, staffed by kids, no stock and way expensive.
I had a wheel bearing done by Evans a couple of years ago on my old Spox and had it written off by the mechanic! The hub was so mangled where he punched the bearings out it was good only for the bin:shock:
I do everything myself now because apart from sigma there is no real alternative.

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PostPosted: Fri Aug 24, 2007 11:38 am 
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Quote:
name names...

I use Sigma Sport a lot, but only because they are 5mins away. Some of the staff are excellent (Dan in the workshop, a couple of the shop lads) but others don't come across that well...


Sigma Sport were one of the shops
I actually didnt meet Dan, and im sure he is a good as you say, i think i must have got the ones that didnt come across that well, the shop had one other customer in there, and what i think was a sales rep from some supplier, although there were 4 members of staff all huddled around the computer/till area. In this day and age i think you need to be aware of any customer who walks in to the shop, after all he is the guy who buys stuff, as opposed to the guy trying to sell them stuff.
I own a retail outlet selling high end products and if any of my staff did that, a serious chat would take place.
jr

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PostPosted: Fri Aug 24, 2007 6:23 pm 
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Hello Everybody!

I am the mythical Dan from the workshop you are talking about. I am sorry to hear about your bad experince Roobay. At Sigma we like to pride ourselves on good customer service so to hear something like this is very disappointing. I have shown this to the powers that be, and as disappointing as it is to hear things like this, without hearing about these issues it would be hard to act on them.

Just to touch on the other comments made regarding price and discount. It is difficult to compete on price with the big mail order retailers who operate on very low margins but rely on high volume. Also their location usually means they have far lower overheads than a London based shop. I think it is fair to say that we are one of the more competitivley priced 'bricks and mortar' shops.

It is almost impossible for an independent cycle store to operate on these margins and staff a fully stocked store in a prime location, plus a rather full 6000 sq ft warehouse to house our backup stock.

Again sorry to hear your bad experince Roobay and anyone else out there who has left the shop less than completely satisfied. We will continue to strive to offer the best service we can, keep prices as competitive as possible and I hope that I can have the opportunity of meeting some of you in the store in the future.





Dan


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PostPosted: Fri Aug 24, 2007 7:10 pm 
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Well said Danielson

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PostPosted: Fri Aug 24, 2007 9:04 pm 
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Great response Dan! See you soon... By the way, I'm well aware you can't compete on discount, but as I said I try and use you guys more as you've helped me out with loads of odds and ends over the last few years!

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PostPosted: Sat Aug 25, 2007 2:56 am 
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I think it's easy to be let down these days. One good webmaster & an online store builds your hopes up so high you can ony be let down. On the other hand i have been in a number of shops with very unpleasant employee/owners. It is a huge let down & sad to think they will no survive in today's market treating customers that way....or will they?


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PostPosted: Sat Aug 25, 2007 12:05 pm 
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DANIELSON wrote:
Hello Everybody!

I am the mythical Dan from the workshop you are talking about. I am sorry to hear about your bad experince Roobay. At Sigma we like to pride ourselves on good customer service so to hear something like this is very disappointing. I have shown this to the powers that be, and as disappointing as it is to hear things like this, without hearing about these issues it would be hard to act on them.

Just to touch on the other comments made regarding price and discount. It is difficult to compete on price with the big mail order retailers who operate on very low margins but rely on high volume. Also their location usually means they have far lower overheads than a London based shop. I think it is fair to say that we are one of the more competitivley priced 'bricks and mortar' shops.

It is almost impossible for an independent cycle store to operate on these margins and staff a fully stocked store in a prime location, plus a rather full 6000 sq ft warehouse to house our backup stock.

Again sorry to hear your bad experince Roobay and anyone else out there who has left the shop less than completely satisfied. We will continue to strive to offer the best service we can, keep prices as competitive as possible and I hope that I can have the opportunity of meeting some of you in the store in the future.





Dan



Yes a most refreshing answer to a difficult scenario Dan!
I will call in again and make my self known to you and then perhaps i might get some of this great service SIGMA Sports has to offer.
Cheers
jr

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PostPosted: Sat Aug 25, 2007 12:10 pm 
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That would be great Roobay........hopefully I will be in the shop. I tend to spend most of my life up to my armpits in grease!

Hope to chat soon!

Dan :D


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PostPosted: Sat Aug 25, 2007 7:23 pm 
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Roobay wrote:
In this day and age i think you need to be aware of any customer who walks in to the shop, after all he is the guy who buys stuff, as opposed to the guy trying to sell them stuff.
I own a retail outlet selling high end products and if any of my staff did that, a serious chat would take place.
jr


As an industry sales rep. I'm constantly surprised by the number of shops I go into where the staff/owners will, while talking with me, totally ignore customers who walk in to the shop. I always say to them "hey guys I want to spend your money but that guy probably wants to give you some." Unfortunately some still don't get it.


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Posted: Sat Aug 25, 2007 7:23 pm 


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