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I have an item that came with a bike I bought from a LBS who has now gone bust. So I called the distributor who said I can bring the item to any LBS who is in their dealer network. So I go the next LBS who is in truth not very motivated to send the item back. Which I can understand, why would they be motivated..
Irritating that the distributor will not deal with the customer, especially in this situation.
So LBS types how do you deal with this type of situation?
Easy. we deal with it...
It does not bother you that the customer is not spending any money? You have to do whatever process it is with the Distributor and deal with the customer, time is money? Are you that altruistic?
Distributors generally don't deal with customers, it's the dealer that is the 'customer facing' part of the warranty chain.
(Jargontastic this morning :wink:)
We tend to view it as we are getting a new customer. 9/10 people switch to us and if it's not more than a fiver postage then we suck it up.
If it's a bike being returned or big items then they pay the postage at cost.
PLUS having worked at a distro i know it's generally easier for customers to deal with shops as we are set up for that. Distributors generally aren't so it's easier for everyone this way.
I'd just deal with it, no point in pissing any potential customer off.
It's an opportunity to show good customer service. You can't make a profit on waranties and IMO it's stupid to look at a business in that way. This time of year shops aren't [i]that[/i] busy so there is no cost to the time.
does not bother you that the customer is not spending any money? You have to do whatever process it is with the Distributor and deal with the customer, time is money? Are you that altruistic?
At a very simplistic level, it's just part of the relationship between LBS and distributor. Its also a potential new customer.
Yep if a shop get somebody extra in the shop, they're likely to spend some money
Oh and this is the only real time when Jaffa cakes and general confectionery are legal tender.
MMMM Jaffas 😀
Ok well remembered I shall go armed with cake. I guess I must be in misery mode today..
Can we help remotely for virtual jaffa cakes?
I'll do it for some pocket lint?
Al, when did you set up a bike shop? I thought you were a lawyer/parttimeurigellerwannabe?
thebikechain, sent you a pack of jaffa cakes and some lemon drizzle cake. Virtually.