A successful bike shop: how to
Posted on in Cycles News
Richard Bowker, Criterium Cycles owner explains how a successful bike shop comes down to three fundamentals: genuinely putting the customer at the heart of the business, selecting partners and moving with the times.
Placing the customer at the heart of the business
Genuine customer service is establishing trust and credibility always. Yes, this may mean telling the customer something they don't want to hear but honest advice is what the customer wants. Customer service doesn't stop once the customer has bought the product or service, this customer service is forever, and a commitment you need to be willing to make. Although, discounts and special deals attract customers, a loyal customer will come back because of the service they are given no the discounts.
Selecting partners
Working with partners that share the same value and approach that you have is key.
Sharing the same focus, quality, performance and customer-focused attention to detail no matter how different each partner is builds a great relationship.
Moving with the times
The market has been progressively deviating into core segments in the last few years.
Today's market is made up of large-scale multi-channel retailers, IBDs and smaller independents.
Large-scale multi-channel retailers are volume players adapting to 21st -century large-scale retail norms.
IBDs have created a clear narrative for who they are with a supporting fundamental point of difference which works alongside that narrative. These shops have a clear strategy that differentiates them from the large-scale volume discounters.
Smaller independents are hung up over the failing high streets and the rise of the internet and the behaviour of large-scale multi-channel retailers to redefine their own position. It is here where you need to decide what your strategy is and go from there.