Another effectively branded Canadian institution, Joe Mamma Bikes & Boards is striving for second place as the worst-bike shop in Ottawa for customer service. Employees at this LBS successfully effect an east-coast ‘boarder’ attitude.
Customer: Do you carry the Ottawa Cycling Map?
Clerk: Joe Mamma.
Customer: Do you know where we could find the Ottawa Cycling Map?
Clerk: Joe Mamma.
Customer: Do you have any mountain bike trail guides for Ottawa?
Clerk: Joe Mamma.
Customer: Where do mountain bikers ride around Ottawa?
Clerk: Joe Mamma.
Curt answers convey a flippant tone to customers. This nonchalant behavior is rabid among teen- and other inexperienced sales personnel, particularly in the retail sector. Your local bike shop (LBS) included. Use every customer contact as an opportunity to develop rapport by using effective dialog. Ask lots of questions. Dig under the surface to find what the customer really wants.
If you ever need advice about marketing or sales efforts, don’t worry. You’ll never hear a “Joe Mamma” response from me. Meanwhile, for a more motherly experience, check out Maman at the National Gallery of Canada.