Service Review: Scheller’s Fitness & Cycling

It wasn’t exactly the perfect crime. But it worked.

Jes and I have been biking to and from the office for several months. We chain our bikes to the “Reserved Parking” signs outside our building since there is currently not a true bike rack or anything with an enclosed top.

Last week, an unknown gentleman manipulated her security chain until he had enough slack to hoist it up and over the “Reserved Parking” sign.

A witness saw him awkwardly carrying it away, since he couldn’t ride it due to the fact that the security chain was still attached to the front wheel and frame.

That’s how Jes and I found ourselves visiting bike shops last week.

We checked out several stores, but our best experience came at the Clarksville location of Scheller’s Fitness & Cycling.

Nathan assisted us, and afterwards I thought, “Wow, I hope we buy a bike from here just because this guy has been so terrific.”

If that isn’t the dream outcome of every sales experience, I don’t know what is.

In fact, I’d argue that leaving customers with a desire to purchase from you is even more important than landing the sale.

Sure, Jes ended up buying elsewhere (it wasn’t the sales person; she simply found another brand of bike that felt more natural to her).

But in the future, anytime anyone asks us where they should go to look at bikes, we’re going to direct them to Scheller’s.

Our recommendations will cause other people to stop in. And if Scheller’s delights them as well, then they’ll tell their friends to go there, and boom, soon they’re opening another location.

Actually, Scheller’s was on our radar for just that reason. A while back, a family member visited a different Scheller’s location and raved about his experience to us afterwards.  

So they’re already seeing the impact of their dedication to customer service.

(For more corroboration, remember this outstanding Lowe’s experience? It didn’t lead directly to a sale, but it certainly developed loyalty and increased the likelihood of future sales.)

Nathan did several great things to make me root for Jes to purchase a bike from Scheller’s:

• He was incredibly patient
• He shared vast amounts of knowledge and really educated us
• He was genuine & sincere

As Jes tried bike after bike, Nathan educated us on different options for frame adjustments, wheel widths, and seat/pedal alternatives, so that we felt deeply educated as customers.

All of this information made us comfortable purchasing a bike from him, plus we felt gratitude for all the knowledge he shared with us.

The sale didn’t work out this time, but Nathan’s efforts were definitely not wasted, as we’ll keep sending people Scheller’s way.

This visit: 5 Magnets



Comments

[E-Bell]

Wow, I read that whole post in Ziggy's voice. GET OUT OF MY HEAD!

Seriously, though, sucks that some jerkwad stole Jes's bike, but it's great that you found a local business with a commitment to customer service. Don't forget that a good local bike shop can be worth its weight in gold when it comes to maintenance, so you can still patronize Scheller's even though you didn't buy the bike there.

Hope things are going well for you two.

[The Magnetic Group]

E,
So good to hear from you!

And you're spot-on about good local mechanics. We enjoy a great relationship with the guys at On Your Left (9http://www.onyourleftcycles.net/index.htm) in the Highlands. Close to our house, and really good guys working there.

Be well!
-Z