On Wed, 19 May 2004 14:48:37 +0100, Peter Clinch
<[email hidden]> wrote (more or less): ...
Quoted message said:It strikes me you're rather tarring everyone that works for
EBC with the same brush. Did you ask /all/ of them about
Eric the Half a Brain, did they /all/ say you never use
grannies?
I'm going to deal with them seperately, as I think they're
very different issues.
(First, I'll get Martlet out of the way - it's irrelevant to
the OP of this thread after all.
I only checked with one menber of staff, but his view was
that it was not generally known in the shop - it had
never come up at any point he was around, and he reckoned
it was the sort of thing that would have become part of
staff chats.
I'll find out about the generic level of Martlet awareness
at EBC soon, as it's going to be a staff meeting issue now
(I mentioned how the Martlet bill might have the potential
for criminalising bike shop staff).
Now for the staff condescension.
Quoted message said:I've had Saturday Staff syndrome at EBC before now, but if
you're in when it's not busy and find someone who knows
about your particular style of cycling then they are IME
very good.
It wasn't Saturday Staff Syndrome, quite the reverse.
It was relatively 'senior' staff - I got referred to him by
junior staff because it was during my warranty hassles.
(If you /really/ want, I'll tell you exactly who by email,
and you can judge for yourself).
First of all, my long term boycott of the shop was for them
not honouring the warranty with like-for-like replacements
of faulty parts, (back in '94 when I went from adult non-
cyclist to commuter cyclist), not for condescension.
But when I originally bought my bike there, I did feel a
bit like I was dealt in a rather 'what do you mean, you
don't know what bike you want?' when I went in with my 'I'd
like a bike for urban commuting. I've not cycled for 10
years.' query.
I had put this down to the fact that I was a bit
intimidated.
But on taking friends and wife for the same experience, I
began to feel that it wasn't just me.
The 'granny gear' incident was imv, betrayed a mentality
that was not geared to dealing with adult 'returners', just
symptomatically thoughtless, imo, betraying a 'we sell bikes
here - to cyclists' attitude. One that forgets what it was
like to go from adult non-cyclist to adult cyclist.
So not Saturday Staff syndrome. What I'm describing is, IMO,
the opposite effect. Quite the reverse.
The more experienced the cyclist, the better the staff will
be for them.
Quoted message said:Don't forget they sell a wide range of bikes, and if you
get the laddish lad who's into bikes for downhill MTB then
he wouldn't have any use for grannies, wouldn't be
affected by EtHaB, or (as I found out) know a damn thing
about panniers. But that's not everyone there.
Exactly. So 'we call the bottom gears granny gears because
only a granny would ever need to use them' to a new cyclist
who is using their granny gears a lot is a bit
condescending.
Principally becuase it betrays the assumption that anyone in
the shop should already be 'into bikes', as you put.
'By people who are into bikes, for people who are into
bikes.' is exactly the attitude I think it betrays, and that
is true of many bike shops.
Quoted message said:And further leaping to their defence, I've had exemplary
customer service there. When my 7 year old tourer cracked
its frame they replaced it FoC despite it being 5 years out
of warranty, and also transferred all the fits FoC /and/
gave me a new headset FoC while they were at it.
I'm glad you did. Me, I spent months on the warranty
hassles, and if I'd had anything like that level of service
I would not be grumbling.
My parts were not replaced despite /still being under
warranty/.
(I had thumb-shifters. I had deliberately chosen their own-
brand mid-range or mid-range+ because the range one below it
had thumb shifters. They failed after a few months.
EBC would only replace them with the top of bar shifters
from the range below. The statement made 'but it would be
more expensive for us to get in the type that have broken'
was the one that really stuck in my craw.
Or if they'd offered some minor compensation to cover for
the fact that they were downgrading the bike I'd bought from
them, I suspect i'd have been easily 'bought off'.
Quoted message said:
EBC used to be my local bike shop when I stayed in
Marchmont, but I've kept going back for various things
because they earned more custom through good service.
Nobody manages 100% though, and if you can find any
largeish sales organisation that doesn't include at least
one vaguely clueless makeweight I'd be fairly surprised.
Pete.
--
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