“You buy your parts on–line from Wiggle! You should support your local bike shop. Who‘s going to fit it for you eh!? Wiggle can‘t fit it for you can they!? Hmm?”
This was the obnoxious lecture I received from the proprietor of a LBS this morning when I took my mountain bike in to have a new component installed on it. This was after asking me where I bought the component in question and making a disapproving face at me in response to the answer, before then launching into his lecture.
I left the shop happy that the excellent mechanic they have there is going to do a great job, but thoroughly undervalued as a customer.
Organisations that occupy pre–intarwebz niches are struggling and dropping like flies all over the world. Dozens of newspapers across the developed world now no longer exist because people are getting their news from the Web. Even a long–established UK TV channel is now fighting to survive because people are getting their TV programs and films from the Web. Invariably those that do survive will be the ones that embrace the Web or those that change their business to provide products and services that can‘t be delivered via the Web.
The ones that lecture potential customers about how they shouldn‘t get their news, TV programs or films from the Web probably won‘t survive.
The situation is no different for high–street shops such as your average LBS. The LBS in question needs to accept the fact that they can‘t compete with the Web on price. They need to accept that they probably can‘t beat the Web for after–sales service. Probably not enough to make up for the difference in price anyway. They can however provide a service that can‘t be found on the Web. They have something I need. They have expertise and the tools to provide a service that I want to pay for.
They need to embrace the fact that people like me who buy parts on the Web need their expertise and are willing to pay for it. Far from being a missed opportunity, I‘m a customer!
Charge me an extra £5 and hold back on the lecture. I don‘t need to know how much you hate the fact you can‘t compete with the Internet on the price of components. I want something you have and I‘m willing to pay for it.
I'm a customer, you idiot!
First published on Aug 6, 2009. Last updated on: Dec 29, 2009.
I'm Elwyn Malethan and this is my blog. I am a software craftsman with over 10
years of commercial experience. When I'm not doing my day job at
One thing you missed was giving your LBS a chance to compete. As a manager of a small shop, I often match or BEAT the prices of mail order for my faithful customers. Not only do they get a good price, but they get the right product that they need. Give them a chance next time. They just might surprise you.
@Brian
Many LBSs can and are eager to compete on price with on-line retailers. There are a few good examples of this near where I live.
My rant was more about the proprietor of this particular LBS and his attitude to me as a customer buying a service they provided (fitting a new component) and getting aggravation thrown in with the deal.
My point is that many LBSs have something you can‘t easily or inexpensively buy on line. That is the expertise and tooling to provide servicing and installation services. This is where they have the edge over on-line retailers. The proprietor in question should realise this and stop giving his customers a hard time for buying his services.