Cycle shop experience - your thoughts?

[Proto]

Exeter based adult cyclist out for a 60km ride today, less than two miles from home ran over some glass and punctured. Had a pump, levers and a tube but foolishly had forgotten an allen key to remove the through axle on his newish bike.

There's a decent sized and quality bike shop not far away so he walks (in cleats) to the shop and asks if they can help him out. It's a shop he has used in the past for parts and has even bought a new bike from there in the past. Explains his problem.

Shop assistant offers to sell him a new multi-tool. Even takes a used multi-tool from his pocket to show him what he could buy. There's also workshop allen keys on the shop counter, but the assistant refuses to help and insists on a sale.

The cyclist, explains he has a multi-tool already, doesn't need another, so, upset, leaves the shop and walks the mile home.

Shop has to make a living, so suck it up, or they should have helped but now lost another customer and their reputation?

Thoughts?

 

[slowmotion]

Exeter based adult cyclist out for a 60km ride today, less than two miles from home ran over some glass and punctured. Had a pump, levers and a tube but foolishly had forgotten an allen key to remove the through axle on his newish bike.

There's a decent sized and quality bike shop not far away so he walks (in cleats) to the shop and asks if they can help him out. It's a shop he has used in the past for parts and has even bought a new bike from there in the past. Explains his problem.

Shop assistant offers to sell him a new multi-tool. Even takes a used multi-tool from his pocket to show him what he could buy. There's also workshop allen keys on the shop counter, but the assistant refuses to help and insists on a sale.

The cyclist, explains he has a multi-tool already, doesn't need another, so, upset, leaves the shop and walks the mile home.

Shop has to make a living, so suck it up, or they should have helped but now lost another customer and their reputation?

Thoughts?

The shop's going to be out of business with that attitude towards a previous customer.

 

[StuAff]

That is absolutely appalling. A bit of goodwill could have ensured future business. I doubt the guy will go back there again and will probably slag them off to his mates, just because this guy wouldn't let an allen key be borrowed for a few minutes.

 

[neil_merseyside]

I'd be calling the manager for their take on it as it might just be an assistant on a power trip.

 

[Mike Ayling]

Exeter based adult cyclist out for a 60km ride today, less than two miles from home ran over some glass and punctured. Had a pump, levers and a tube but foolishly had forgotten an allen key to remove the through axle on his newish bike.

There's a decent sized and quality bike shop not far away so he walks (in cleats) to the shop and asks if they can help him out. It's a shop he has used in the past for parts and has even bought a new bike from there in the past. Explains his problem.

Shop assistant offers to sell him a new multi-tool. Even takes a used multi-tool from his pocket to show him what he could buy. There's also workshop allen keys on the shop counter, but the assistant refuses to help and insists on a sale.

The cyclist, explains he has a multi-tool already, doesn't need another, so, upset, leaves the shop and walks the mile home.

Shop has to make a living, so suck it up, or they should have helped but now lost another customer and their reputation?

Thoughts?

Should have carried his own multi tool.
Should have had those new fangled tubeless tyres which I dislike.
I have seen a through axle with a quick release type lever which is release then rotated to unscrew the TA.
My entry level commuter bike has a front disc brake with a QR axle.
That bike shop is not going to stay in business for long.

 

[Sharky]

Poor customer relationship skills.

I called into an LBS in Gravesend, wanting to buy a wheel magnet. The shopkeeper did not hesitate giving me one gratis. Went back a few times for a few technical jobs, but as I do most jobs DIY, this was not very often.

Sadly, this particular LBS has closed now. Good CR skills alone were not enough to keep the business alive.

But refusal to lend a tool for 10 mins was harsh.

 

[Proto]

The shop's going to be out of business with that attitude towards a previous customer.

My thoughts too.

PS I'm not the Exeter cyclist.

 

[Bollo]

We’ve all forgotten stuff - not me obv - but everyone else.

Goodwill is worth more than selling a cheap multitool, so I’m afraid the assistant has done the business no favours.

 

[Moodyman]

There were two or three traditional bike shops round here that had prominent signs advising they didn’t lend tools.

They’ve all since closed.

 

[Pale Rider]

Most requests from stranded cyclists are reasonable, as is this one.

But from the bike shop's point of view, cumulatively, they are a nuisance.

My local bike shop has a £1 in a jar shop pump fund.

Even that's not rigorously enforced, but it does help even the equation a little.

 

[Bollo]

There were two or three traditional bike shops round here that had prominent signs advising they didn’t lend tools.

They’ve all since closed.

I can understand having a policy like that as there’ll always be pith-takers and tight-arses who don’t want to either pay for tools or labour.

But given the circumstances here where someone’s ride has been bolloxed and all they want to do is take off a wheel, it just seems petty and jobsworthy.

 

[newts]

I also live in vicinty & would agree that a certain bike shop in the area has a very bad attitude problem, unless they have a sniff at a ££££ transaction. Arrogant & rude would be my summary.

 

[biggs682]

It wouldn't have done any harm for the staff member to have been more helpful but then where do you stop

 

[PaulSB]

There are good shops and bad shops in every retail environment. I avoid the bad ones.

 

[Emanresu]

Was on a tour in Ireland earlier this year and had a slow puncture on rear tyre. There are not many cycle shops in rural Ireland but happened to stop in a town that had one. Explained to the owner I was running tubeless and could he check it. He stopped what he was doing and took the bike into the workshop to check, add more gloop and inflate the tyre so I could continue the tour.

Thought I should purchase a few extras so reached out for chain lube (no glasses on). Owner asked what I wanted it for and explained I hadn't greased the bike chain in the last week. Hadn't taken any with me. Got an odd look when he explained I was purchasing chamois cream.