"Mike Jacoubowsky" wrote in message
m...
The manager, when he's there, is very attentive to me and acknowledges
me
with valued customer treatment. I've told him several times, though
that
he
should ask for pictures of his most valuable customers so he can make a
board to go behind the counter. It would have customer pics and names
....
maybe even a little data like, "serious roadie" or something ... so that
the
brain-dead college kids who he hires might also be able to acknowledge a
valued customer.

It just doesn't seem like it would be that hard a thing to do. And I
don't
really blame the college kids so much as I do the manager. How are they
supposed to know? But the manager should see that they know.

Wouldn't fly with me. My opinion is that all customers are special, and
the
one who hasn't yet spent $30k or even $500 in the shop is perhaps the one
who hasn't yet been properly helped, maybe because too many people were
"hanging out" with the dudes who have their photos on the wall. The irony
is that I have about the world's worst memory for names, so, for me, it
would be great if there was a way I could quickly remember who's who in
the
zoo! I've thought about mandatory name tags for customers as they come in
the door...

But seriously, if I were a customer whose name wasn't on the wall of fame,
and yet I felt like I'd been a pretty decent customer, I might decide it's
time to go someplace else. The more people you list on something like
that,
the more you offend who aren't. And if you keep it to an extremely
selective few, then it's not doing that much good for your staff anyway.

--Mike-- Chain Reaction Bicycles
http://www.ChainReactionBicycles.com


Yes, I'll agree that EVERYONE should be treated like they're a $40k
customer. But isn't it obvious that, if they're not treating a $40K
customer like they're anybody that NOBODY is getting proper attention?

Nope. You know what ... I don't agree afterall. I think all customers
deserve to be treated special, but extra special customers deserve to be
treated EXTRA special. Everyone who goes to a nice restaurant expects good
service and a good meal. But those who frequent that restaurant regularly
and have gotten to know the staff and the chef have a right to expect the
best tables and a little something special from the kitchen every now and
then. That's the way it works.

I think you're making a big mistake as a bike shop owner if you don't think
a guy who's spent a ton of money in your shop isn't going to resent NOT
being treated a little better than he sees you treating your average
customer.

Of course I'm not advocating ignoring anybody. All customers should be
given good service. But I think you're really wrong if you think, in a
business like a bike shop, you can afford not to treat your best customers
extra special.

I am a very good customer. I'm very reasonable. I expect my LBS to make a
profit. I expect to pay for the service I get. I'm not like some customers
I see who expect the LBS to match the lowest price they can find on the
internet and who gripe about everything. But I expect my years of loyalty
to that store to be recognized and appreciated. As it stands, I'd go
elsewhere in a heartbeat if I had a viable alternative.

Bob C.