e-Bike Barn customers will always be treated fairly
The reputation e-Bike Barn has established, and seeks to maintain and build on, is centred on fairly and honestly guiding e-bike customers through what is a complex buying journey involving multiple customer interactions over an extended timeframe.
The e-Bike Barn customer proposition is to present to our customers a range of e-bikes from multiple brands across all e-bike categories and price points.
We are not beholden to a single e-bike brand, which might impair our ability to offer the best choice to our customers.
We only sell bikes and accessories from brands that properly address the needs of e-Bike Barn’s target customer groups, and we only stock a carefully selected subset of their models that we believe truly represent good value for money.
We only work with brands that have a proven track record of quality, durability, serviceability, and a reputation for the swift and proper resolution of warranty claims.
Our selling operations are not driven by commission targets which might induce a hard sell approach.
Our policies, terms and conditions, and pricing are published on our website, and are reviewed and updated regularly.
Our fairly lengthy sales process both in store and online allows our customers time for reflection before buying
The buying decision journey is kept separate from the payment process. Our website does not have a basket function that might allow an over-hasty purchase to be made.
We always follow up an online order with phone calls and emails to find out more about their intended e-bike usage, before accepting any form of payment.
We ensure each customer has a plan for their after-sales support, either by a follow up service visit to us, or, if not close to our shop, by identifying a local bike able to support them in the case of a problem or a warranty claim.
In every case, a customer receives a follow up email from us a few weeks after purchase to check all is well with their new e-bike.
We will not sell an e-bike to a customer that either does not fit them or is unsuitable for their intended usage
We collect information about a customer’s height and intended e-bike usage at our first point of contact, whether in store, on the phone, or online.
We encourage customers, where possible, to visit our shop in order to view and test-ride multiple e-bikes in multiple sizes.
We ensure there are sufficient and (sufficiently) experienced staff, to dedicate to a customer visiting our shop or calling us.
We devote as much time to each customer as they require.
Information will be communicated in a way that is appropriate for each customer
We will speak to a customer in the channel(s) that they have told us works best for them, e.g. by phone, email, or in person,
We will give our customers relevant, appropriate and useful information about an e-bike at time of purchase and/or collection.
We will provide an honest appraisal of an e-bike’s features, components and capabilities, and whether these are relevant and appropriate for how they will use the e-bike.
e-Bike Barns staff will adapt their approach for Vulnerable Customers
By being sensitive to the physical and/or verbal behaviour of each customer, regardless of the channel they are using, and forming a judgement if the customer is vulnerable.
Adapting how we communicate and behave towards the vulnerable customer, according to their perceived vulnerability. For example through one or more of the following;
Spending more time with the customer,
Listening very carefully to the customer,
Asking them what works best for them in terms of the best means (e.g. channel) to communicate,
Speaking more carefully to them,
Asking simple questions,
Choosing suitable language to communicate with,
Making fewer assumptions about the customer’s knowledge or capabilities regarding e-bikes or technology,
Moving forward in the product selection process at their pace, not our own.
