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Friday Retailer Flex – Episode 24

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Elevate the Post Bike-Sale Customer Experience with Your Knowledge. – Presented by QBP/BIKEFIT

Support the show

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The Friday Retailer Flex – Episode 24

Fri, 8/27

SUMMARY KEYWORDS

bike, bicycle, customer, retailers, today, dealers association, member, elevate, products, fit, episode, opportunity, qb, customer service oriented, mbta, ergonomic, tips, flex, service, weekly

SPEAKERS

Heather Mason, NBDA

NBDA   00:10

You are listening to bicycle retail radio brought to you by the National bicycle Dealers Association.

Heather Mason  00:16

Welcome to the Friday retailer flex a weekly pointed digest of inspirational and actionable insights you can implement today. This is NBDA President Heather Mason. If you’re a first time listener, be sure to check out the previous episodes. Please do us a favor and leave a review that helps members of our industry find our podcast. This podcast is designed specifically for the bicycle industry dedicated to strengthening our retailers and cycling community. This week’s flex is about how we can elevate the post bike sale customer experience with your knowledge. Today’s episode comes out you as a united effort of the MBTA and association member, QB P and bike fit. Bike fits mission is to make riding more enjoyable for every cyclist through products instructions and their apps. Q BP makes bike fit products available to specialty bicycle retailers and professional bike fitters nationwide. You can learn more at bike fit calm. I enjoy my weekly conversations with thought leaders on the QB team and bike fit brand business manager Damon Wyatt worked with me to deliver the content for today’s episode. We wanted to deliver information that focused on something you can do today that costs you absolutely nothing and will yield positive results. Using your customer database, we think it is important to follow up with your customers calling them at one month, three months, six months, etc. Alright, so here are some of demons specific tips. We’d like you to think about calling every person who purchased the bike in the last year, especially those who may have picked up curbside and did not experience the face to face conversation and sales process as normal. Do your best to uncover elements of experience in which you can improve. Ask them questions about their new bike. Specifically, how do you feel on the bike? Are you using it the way you planned? Is it functioning the way you expected? Are there any problems or issues? Do you feel any discomfort or have any issues with your feet hands but the questions and conversation provide multiple benefits for your business. If it’s discomfort, you provide customer the opportunity to come in for a proper fit, and that creates additional revenue. If the bike is having issues or problems mechanically, you can discuss service options, or book service. You can ascertain opportunities to discuss possible upgrades, or ergonomic changes based on goals and writing expectations. Having these calls helps you develop stronger relationships with your customers to increase trust and loyalty. And if you sell the right or nothing, you don’t schedule any services. At least you’ve shown your interest in elevating their writing experience, which in turn creates referrals and a customer who will continue to access your shop for a product and expertise. I’m loving these simple customer service oriented tips you can start today. When we ask how we can improve, it always allows the opportunity for growth. Thanks again to qbp bike fit for your contribution to today’s episode. If you’d like to support the show, don’t forget to subscribe. Share your favorite episode with friends on social media. We appreciate your support. Thank you for listening now go be great.

NBDA   03:53

This has been bicycle retail radio by the National bicycle Dealers Association. For more information on membership and member benefits, join us@nbda.com

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The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

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