My Thoughts on Bike Snob's "Eternal Dilemma"

June's edition of Bicycling Magazine, as usual, includes a column written by the now uber-famous (and no longer anonymous) Bike Snob. In particular he explores what he calls "The Eternal Dilemma"... to buy online or to buy from a Local Bike Shop (LBS).

Even though there's really no right answer, and good points that argue both sides, he does cover most of his bases. Most importantly, at the end of the day... or the year, or decade, there WILL be room for both.

In my time in the industry, I have noticed that unlike Bike Snob describes, it doesn't depend on a person's mood, they don't tend to swing back and forth as much as their mood might. An LBS customer tends to be an LBS customer regardless while an online shopper isn't an online shopper, he or she tends to be a bargain hunter and shopping online allows them to do that.

LBS customers tend gravitate to their local shop because of many aspects, but most commonly: Knowledge - as simple as bicycles are, they're still complex machines and any good LBS will know bikes inside and out. Familiarity - it's the whole "Cheers" theory, going somewhere everybody knows your name... as a matter of fact, hang out at any independent bike shop and you'll be sure to find "groupies". Instant Gratification - though not always the case, it's great to not have to wait for something you want or most importantly need. Finally, and most importantly Customer Service - cycling is not a cheap sport/hobby, having the piece of mind that an LBS will stand behind their products and services is priceless, and while not all bike shops do this, all good ones do. Loyalty is mutual... a customer that's loyal to a bike shop will feel that loyalty reciprocated.

Sure, there are lots of exceptions to every rule, for example convenience... an LBS customer may have to travel 1o miles each way for tubes and instead opt to buy them online. On the other hand, an online shopper might not be mechanically inclined or have certain tools and therefore use his or her LBS selectively for labor purposes.

In the end people will do what "fits" them best, and that's fine. It's the great thing about having options. So if you're an LBS, or online shop make sure you give your customers a reason to come back, if you don't you've essentially given them a reason to go somewhere else.