to Upsell More Effectively? Bike Shop’s Tactic — It Worked on Josh!
While we checked out, the team even invited Bennett into their bike service area. The little guy loves tools, and within a few minutes, he was “helping” Aaron put together his new bike carrier. It was adorable! Marah and I left the shop with huge smiles on our faces. On the way out the door, it hit me: I’d just happily bought bikes I didn’t strictly need — all because Aaron and the Pedego team made it so easy. Their customer service was impeccable! I love supporting small businesses anyway, but in this case, I was particularly happy to do it because the whole team seemed to love their work. Later on, I called Aaron up to ask about his customer service philosophy. “We want everyone who comes in to feel comfortable and not overwhelmed,” he explained. “We have so many different styles and options for our bikes it can be overwhelming [if you’re not part of the bike industry]. The last thing we want is for someone to feel like they’re swimming in the deep end of the pool.” Aaron added that he wanted to “make the experience as fun as possible” for Bennett, just like he did for us. Aaron also explained that the Durham Pedego is a locally owned franchise of the larger Pedego Electric Bikes brand. It has 215 stores across the country that rent, sell, and service electric bikes — and I definitely recommend checking out a shop near you for excellent customer service. Working with Aaron reminded me just how important that service can be. If you struggle to upsell patients in your clinic or push products, take a look at your team. Are they on Aaron’s level? If not, put in the work to get them there. It could earn you thousands of extra dollars in revenue.
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HAVE A LAUGH!
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