Cycle Factory

[Jaco-fiets]

What's this got to do with a 50k bike? If you have a product on the floor/ in the shop you should know the details about it, regardless of cost.

 

I also said "or any other bike for that matter"! I do agree with you, any customer should be treated the same. SIR Maxxis explains it well above

[Ryanpmb]

 

 

I also said "or any other bike for that matter"! I do agree with you, any customer should be treated the same. SIR Maxxis explains it well above

Agreed. Just saying someone wanting an expensive bike should get the same interest as someone querying a little part. It's often the little inexpensive part queries that require the most interest/ knowledge from a sales person. Someone with this sort of query either knows what they want and will want the tech details or has no idea and will need the LBSs help to get the right item.

[breaker]

Sounds like they were trynig their best to help a lot of people at the same time. You got helped by two people and as you said they took the time out to explain a lot to you. Its a week before Xmas - a little lattitide maybe

 

Understandably its Xmas and the shop was busy, however when I entered the shop I waited patiently as there were other people before me, which I certainly don't have a problem with as Chris told me he will be with me as soon as he is done.

 

Honest question: was this you who made / received a call or Pieter?

 

I made a call wherein I handed my phone to Pieter to confirm some details.

 

Hi,

After hearing about the post on The Hub the least I could do was to make a call to apologise. We at Cycle Factory always do our best to maintain excellent service as our repetation clearly lies with each and every customer that we deal with. Thank you to those who brought this to my attention - the issue has been dealt with on both sides

 

Jacques van Staden

Sales and Marketing

 

Jacques thank you for you call, I do appreciate it. This is the type of thing that will make me go back to a shop like this. A little customer service goes along way.

[Surv0MTB]

Sales reps have to almost balance their customer interactions quite carefully on busy days. One issue is that if a person is fairly interesting in cycling but hasnt done the ground work before looking to buy, they can take up a serious amount of time questioning absolutely everything and then still may not walk out with a bike. I think its fair if you get helped, ask a few questions, left with a decision to make, then the sales rep can move onto another customer while you browse or think on it etc. Then come back to you later one.

 

To demand full attention for an extended amount of time is unfair to everyone, including other customers. When I started out, I kept the rep busy for about 2 hours the one day and another 2 hours the next day. I did leave them with over 20k of my cash and it was a good experience, but the shop was pretty quiet. They have to balance each customer who walks in, try work with that. If you dont get helped at all, then its a problem. A good rep will acknowledge each and every customer who comes in and makes sure they dont end up wondering where the help is. Make sure they know they will come back to you in a few minutes while they help somebody else etc. Communication at the end of the day resolves these issues, but need to be fair to everyone.

[JGR]

I think sometimes in these situations one of my pet hates happen, when other customers come and take the sales guy away from you. They simply walk up and start talking and asking questions ... normally the sales guy is left a huge predicament

[breaker]

Similar to an other pet hate of mine, you are talking to someone, they get a cellphone call - instead of the polite I'll call you right back, they continue with the phone call. I've gone so far as to stand in front of said person and call them as well to ask if this would be a better way to be serviced.

I expect the same in a shop, of course as a sales person you can't let someone wonder for minutes without being helped, but trying the juggling act might just make you drop all the balls.