The good and the bad

[dpex]

How many of you would find it useful to have some sort of data-base a little like the TradeMe, Trader-rating, but dealing with biker suppliers? One which highlighted the good and the bad.

Also, included in such a data-base would be a list of suppliers offering good deals or bad.

In my pot regarding punctures I stated I'd been told by three suppliers that I could buy an on-road repair kit for just $75, then found the exact same product, at the Hyosung agent in Cavendish drive, for $33.

So such a find would be listed in the 'good-deals' section.

Is it just me or have any of you noticed that the staff in so many of the bike-parts departments have an attitude problem? It's hard to define but I often feel as if I'm intruding on the time of those who have so much more important issues to deal with, instead of just me.

When I walk into Katmandu or McDonalds I find staff ready to help me. Yet, when I walk into Red Baron, Colemans Suzuki, Cyclespot, and Holeshot, I get to feeling that I'm really just taking up their precious time with my questions about what I need/want. And given my cash-card is ready to go kaching-kaching, that really pisses me off.

My best experiences include. Henderson Yamaha and Millar Cars.

At Henderson Yami I always feel the troops treat me as a valued customer. Sure, they charge, but I kind've don't mind paying when I believe I'm getting treated well.

Millars cars? Yeah; that's Frosty. He's my mentor now...But he didn't stump up and volunteer when I bought my bike from him. He made me feel welcome to come back and chat. It went from there.

My Worst Experience.

A while ago I got sucked into buying a heap. A part of getting it going was a new clutch cable. So into Red Baron I went. Kaching-kaching, they took my money without so much as a smile. I was just a part of their daily, boring, work-process.

Turns out I needed way more than a clutch cable. I gave the heap away, but still had the clutch cable. My new bike (bought from Frosty, but that's okay) couldbenefit from a new clutch cable. So back I went to Red Baron to ask if, (given I'd spent about $2k on bits and accessories over the last few months) they would trade, even at a bit of a cash diff, the Kawi clutch cable for a Yami.

'No way!' asserted the flabby pratt behind the counter, whom had already handled by cash card on numerous occasions in recent past.

Later, being utterly pissed off with the lack of sales insight and service from this outfit, I emailed the boss, explained the event and told him I would never darken his doorstep again. Did I get any reply? Nope.

It'll be a long day in hell before I go back to Coleman's Suzuki. Their spare-parts guys act like primadonnas but making like $35k a year.

And so, for the sake of knowing, I would advise giving Red Baron a miss till they clean up their act.

But what do you think?

There are the good and the bad. We either find them through personal experience or, like TradeMe, we get the manager of this site to set up a page listing the good and the bad.

Good idea?/ Bad idea?

[Bob]

A good idea - but you would have to be VERY careful about what is said. Because, remember, everything that goes in here forms a permanent written record. So if someone comes up with a defammatory comment, then the person/shop/whatever that is, can sue KB for the comments made.

True example; there used to be a boating magazine. Then they said that a particular new engine they reviewed could not do X/reach Y level of performance.

It could. But due to the review, sales were disappointing.

They sued the magazine. And won.

The magazine no longer exists.

So by all means report great service, good deals, fantastic attitute and going above and beyond what is expected. But be very careful on the downside.

[Hitcher]

Is it just me or have any of you noticed that the staff in so many of the bike-parts departments have an attitude problem? It's hard to define but I often feel as if I'm intruding on the time of those who have so much more important issues to deal with, instead of just me.

Peanuts, monkeys. It's also worse if you're a female biker (which I should add, for the benefit of the easily duped, I am not).

But there are some outstanding motorcycle stores around as well who really do "get" the concept of good customer service. I generally don't go back to the shops that fuck me around or treat me with ignore. As a consequence I'm prepared to travel distances to buy bikes and equipment.

I would caution against publishing a "Good & Bad" list, as experiences and expectations are vastly different, as a reasonably cursory trawl through the KB archives will reveal. Any bike shop that hasn't gone bust would probably argue that they're doing something right, and don't actually give a shit how far Hitcher may be prepared to travel to buy a Honda or a Kawasaki.

[dpex]

Your point is well made, Bob, but such a data-base need not be defamatory, simply truthful and based upon personal experience, then simply categorised as Great. Good. Average. Poor. Piss-poor.

Example:-

Supplier Service level and attitude.
Prices and Deals
Great Good Average Poor Piss-Poor


Muff-Diver Ltd Service. 109 77 178 50 6

Muff-Diver Limited Prices 16 91 218 9 0


Jetspeed Ltd Service. 218 397 12 0 0

Jetspeed Ltd Prices 416 649 106 0 0

In my experience, Kiwis far prefer to praise than bash, and over a sufficient period the natural distortions would be leveled out. Also, the individual voter has an exiting internet ID which can be compared in the site's data-base (like as happens when voters in forums are posted as open for view. Woe betide the company found attempting to skew the numbers because A) Such an attempt could be broadcast on the site. B) Such an attempt would constitute fraudulent behaviour.

If you were the owner of Muff-Diver Ltd, and saw this result, would you start thinking about how to improve your image and attractiveness to KBers spending power?

And if you were looking for service, or parts or deals, would you choose Muff-Diver or Jetspeed?

And so, if you owned Jetspeed would you always be looking for evermore creative ways to keep your good-end numbers high?

Clearly, the foregoing is simply an example. I'm sure the site developers would produce a much better method of arriving at a similar result.

[awayatc]

Sounds like it could be done without putting anybody at risk with a "sticky" and an (ever growing) list with suppliers that get a rating (from good to bad in 5 or so steps) plus option to comment maybe?

[CookMySock]

If you were the owner of Muff-Diver Ltd, and saw this result, would you start thinking about how to improve your image and attractiveness to KBers spending power?

No they won't. They will angrily turn the legal system on you and bash you with it.

At least 50% of what appears to be truth in our daily lives is our perception of it. There is little or no point entering this seemingly factual information into a database for use by others.

If you have a bad experience somewhere, post it on KB by all means. Chances are though, it was all about you and not them. Its nasty when that happens, but it does.

Not all facts are fact.

Steve

[MSTRS:Me]

This very thing was suggested (and perhaps even tried before). As has been said, you personal experience of this shop or that, is not the same as his. Or his. Or mine. The problem is we all have a subjective opinion...perhaps fact for you. At that time. With that sales person.
The real truth is that Kiwi shops generally don't get the idea that they exist solely for their customer. And the guy/girl on the paying side of the counter is the most important person in the world, at that time.
That is why Pete of WMCC has a generally excellent reputation. But I'm sure he has days when he falls short of the desireable.

[Big Dave]

It's too subjective.

One man's high pressure is another's attentive service - or - one's 'I was ignored' is another's 'They gave me time to look around'.

It needs a set of standards somehow - first.

[niero]

Hey on the technical side as I am a webdesigner myself we are talking very hardout MySQL (database technology) here mate. The whole trusworthy review the points system, spammers, etc... is going to be hard. I would recommend having a system of %s. Like so

"example motorbike store"
Overall 75%
Selection 40%
Price 50%
etc

Then next, call up every store you know in your area (lets start small) and give them a Priemiere account where they can place their stock and prices on. So everyone knows what kind of deals they have. Later on it can even develop into an online store etc. Anyway, it will have reviews from indivudual people and a general information from the store owner. I am sure everyone I know will be more than happy to have free advertesment. Later on you can even charge 1% commision on sales if you plan on getting a profit from this. But that is up to you, I mean the idea is very good and I am in great support of it. Good luck mate,

PS. To those who think its too objective: once you have lets say 100 reviews for simplicity sake, you would get a bell curve (a natural curve for everything in nature like height, you have many in the 165-175 bracket and not many in the under 150 over 200) Standard Diviation so you can see more or less what your impression of the store will be.

Nikolai

[McJim]

It's too subjective.

One man's high pressure is another's attentive service - or - one's 'I was ignored' is another's 'They gave me time to look around'.

It needs a set of standards somehow - first.

This echoes my sentiments exactly. I have received fantastic service from shops that the Auckland bike connoscienti have told me to steer clear of and have received shoddy treatment from shops and dealers that have been reccomended by all.