About a year ago I noticed a small bike shop in Dumbo - Red Beard Bikes. I never went it, but I always liked the way it looked. Since then it moved into a bigger location. A few months ago I went in there to buy a road bike for a triathlon.
I met with Ilya and after several visits I narrowed down my selection and purchased it. Along the way Ilya guided me through the process, educating me about the world of cycling. He didn’t mind that I brought some cycling friends with me to get their opinion also.
When I purchased the bike we spent a good 20 minutes making sure the fit was right and getting comfortable on the bike.
A few weeks later I had bike shoes and pedals so I went back to Ilya to get them installed. He happily put them on for me. I tried to pay him - he wouldn’t have it.
Today I went in because I took a spill on my bike. I got another lesson in cycling, and Ilya fixed a small problem I had with my bike. He also re-taped my bars. Again, I tried to pay him - he wouldn’t have it.
In talking with Ilya what I’ve learned is that his mission is to get more people to be cyclists. Whether they’re commuters, casual riders, club riders, or racers. He doesn’t care. He just wants more people on two wheels. I also learned that red is always faster.
His customer experience speaks to that in spades. It was a great reminder that a strong mission can drive a great customer experience.