Customer requests taken from "A Chance Of A Lifetime" thread

[Conquiztador]

I decided to pick out the ideas/suggestions that came up in this thread. They have not been sorted in any order. Just listed here with a number in front. And there is probably a few double ups too. Pick any or all to comment on. Trade welcome...

What the customers would like to see when dealing with a bike shop:

1. Product knowledge
2. Greetings
3. Total ban on cunts that wear baseball caps the wrong way round and bad acne wearing "i am Rossis bitch T shirts"behind the counter.
4. Parts sold as parts, not parts + shop overhead fees, they should come from bike sales and maintainance jobs.
5. No bloody overcharging for simple jobs springs to mind though.
6. Courtesy bikes for when you get your wof done, maybe just a scooter if you're not a VIP.
7. I'd like shops to carry more parts. I don't mind paying a small premium when compared to ordering in from overseas.
8. I would also like parts departments to be open 7 days, even if the hours are reduced to half days on the weekend.
9. I would also like it if the staff acted like they wanted to help me, rather than doing me a favour by allowing me to buy what I was after.
10. Reasonable workshop rates would be a good start.
11. It's good if there are actually staff at the shop as well when it's open.
12. Honest advice and customer service.
13. Turnaround times are key - I don't want to drop my bike in for a service and wait a week.
14. Why should bike mechanics charge double what car mechanics charge?
15. Service. Be treated like I was actually important!
16. Knowledge. And if it is not there, the ablility to say "sorry, I do not know, but I will find out"
17. Ability to find solutions to problems I have.
18. Be prepared to explain to me what is wrong and what the options are.
19. Do what they say they will do. No false promises!
20. Get involved in the community. Be part of what goes on.
21. Parts not at cost, but a similar price to what online shops sell parts for
22. If a shop is gonna fix something on the bike and they find a problem somewhere else on the bike, i'd prefer to be told before they decide to start fixing that other problem
23. I would like to see shops look after the new and the young riders.
24. I really like it when I walk into a shop and am greeted by my name
25. I like it when I get a nice replacement bike while mine's in the shop
26. I really like texts to let me know how things are going if it's in there a few days, or if I'm waiting on a part.
27. I'd like all stuff to be available overnight (though I realise this is possibly impossibly...) so I'm not having to wait for a distributor somewhere elsewhere to sort their shit out, though again, if I'm being kept up to date with progress on an order, this isn't such an issue.
28. I guess I like to feel that the shop is working for me, and that I'm important to them
29. Easy to get to with good parking.
30. A big area to move around in. I hate going into poky little shops....so a decent sized store.
31. Lots of selection, the more shiny stuff the betterer.......ie. more than one type of helmet, heaps of different choices for stuff, gear, tank protectors, bags, expensive and good quality cheap gear, lubes etcetc
32. Staff that do'nt "stare" at you or make you feel like an dork.
33. If you stock a Shoei helmet, you also stock iridium/tinted visors and pinlock etcetcetc that go with the helmet,
34. Value for money. Appreciation for being their with my dollars.
35. Friendly service
36. A good follow up rate on the commitments that are important to me
37. Occasional use of the steam cleaner
38. Coffee when I just pop in for a chat and they are quiet
39. Organised rides and events than I am invited to
40. Being told by the workshop of issues that are likely to crop up with my bike in the near future
41. Dealing with the same guy that I bought a bike off 25 years ago
42. I was impressed when buying gear for The Moll that there was a biker chick working there that could understand all the chick stuff
43. Much more selection of gear with more middle of the range. I'm not worried about it being in my size, just being able to look at it, feel it, gauge the quality etc.
44. I hate being looked down on by twerps in "status" shops
45. I hate being ignored while staff & mates huddle in the corner with coffee
46. I hate cheap crap with a status symbol logo on it that costs twice as much as something decent.
47. Personally I don't want a shop to be flexible on price, it suggests the shop is overcharging customers who dont ask for a discount
48. If I owned a bike shop I would be open both days on the weekend
49. Customer service (being treated like a regular, even if I'm not, and as 'one of the guys' is always nice)
50. Diversity of product (if I ask for something I expect options and advice about the best product)
51. Same deal for everyone (hog owners get 10% off, I want that too - god knows I spend enough)
52. Qualified mechanics (I can maintain my own bike, I don't need a small engine mech to tell me to change the oil ...)
53. A loaner if the WOF check/repair takes long
54. Attention to detail - If I take my bike in for work I expect to get it back in the same condition as I took it in there.
55. In the showroom, nice clean stock
56. PK (Product Knowledge)
57. Fair Price
58. Excellent Communication - not just towards me, but to other staff and suppliers
59. All staff to have attention to detail, Product Knowledge, and Excellent Communication.
60. All I really expect from a dealer is added value in the form of quality advice, service and personal trust.
61. Two things: Honesty, Communication
62. I want the ability to take photos of the motorbikes.
63. Most important to me is good,friendly service and welcoming atmosphere.
64. An educated workshop
65. A thorough stock of regularly used parts and accessories.
66. A willingness to at least attempt to gain whatever it may be that I am after and if not able...to point me in the right direction without attitude.
67. I don't expect big discounts etc, however if I am about to drop $1,000+ of some gear in a shop then some love would be appreciated and reciprocated by returning to spend some more of my money.
68. Regarding opening hours...6 days per week is absolutely fine as long as they have a late night and are open most of Saturday too.
69. Mechanics who pay attention and do a good job, first time, every time.
70. 24hr breakdown with in a certain area
71. Bike pick up when owner has had a few ( for loyal customers)
72. Dealers evenings at the indoor minimoto track
73. Parts department....
    1. the ability of the monkey behind the counter to use a fiche and order correct parts first time.
    2. some one who is willing to actually look up on the parts fiche, instead of saying (and i quote) "its not worth my time to look, get me the part number and i'll order it for you"
    3. the parts person not to question my intelligence about a bike i own, i know what year it is, despite your computer telling you something different.
74. Sales....
    1. the guys jsut to have a passion and actually ride bikes,
    2. not look down their nose at you because their bike is.. bigger, newer, faster, cooler than yours
    3. actually help you, when you want help,
75. Service...
    1. do the job right the first time, and if they fuck it up admit it, and remedy the problem
    2. have a place to chill while you wait for your bike, with bike related mags, dvd's playing, free coffee and tea
    3. offer advice when someone has a problem, us kiwis like to give it a go ourselves first, we'll happily buy other stuff from the shop and recommend said shop to other people, even if we don't take our bikes in to get serviced by you.
76. I would like to walk into a bike shop to be greeted by happy smiley people ..
77. A shop that has reasonable prices for there parts and service ..
78. A garden bar not serving alcohol but good coffee and hot roast beef sandwich's somewhere you can sit with like minded enthusiasts and chat about buying new bikes and what parts you need
79. Would also be nice if they had a tandoor and serve up delicious tandoori chicken etc at a reasonable price.
80. Big giamungus pair of Hooters and a devilish ,,,take me home smile (I assume this is about the sales assistant...)
81. No more ugly biker knobs in bike shop. Gimmie hot chicks. I have idea - Mermaids should sell bikes!
82. Online prices

Phew!

[Richard Mc F]

Ye gods, I am going to leave the industry and sweep floors for a living, I can only pray the you are taking the piss, if you think a lot of this is doable put your money where your mouth is, oh thats right others have suggested this, I await your shop opening

[mattian]

I like the idea of shops being open on a Sunday. Even if the workshop isnt, you will have the place full of bikers buying gear, hanging out.... and test riding. Sounds like a perfect Sunday to me.

[sosman]

You for got to mention......"The right amount of friendly"

[Conquiztador]

Ye gods, I am going to leave the industry and sweep floors for a living, I can only pray the you are taking the piss, if you think a lot of this is doable put your money where your mouth is, oh thats right others have suggested this, I await your shop opening

Nope. No piss taking. As a shop owner you will make whatever you want out of this. Ridicule or contemplate. Life is good like that.

[saltydog]

Nope. No piss taking.

Conquistador, when does your pension come in? You've too much time on your hands.......go for a ride man!

[munster]

that could apply to any shop, well done.

[shrub]

Treat your staff well and you're half way there. I have seen a bike shop burn their staff as fast as they can hire them, and as a result there's nobody there who actually knows the customers or the bikes.

[EJK]

Good research there, well done.
Now, time to implement?