Shifting Expectations when Buying Online

When you go to your local bike shop and order a bike or gear that they don’t have in stock, it can take time. Typically you wait for the next delivery from the wholesaler, sometimes they stuff up and it takes forever but there are expectional circumstances when the bike or gear comes in quickly, you get the call – though still have to make the second trip to pick up.

From the comfort of your home (or workplace) you can place an online order – and with standard delivery it needs to arrive as fast as possible. Customers have different expectations online – the online world needs to be fast and a delay that would be normal when dealing with a local bike shop is a late delivery.

The big online shops such as Chain Reaction Cycles and Wiggle have packing and dispatch all figured out – providing the items are in-stock, your delivery can be on its way the following day. Sometimes when certain items are delayed, the remaining available items will be sent immediately so you have most of the things you ordered sooner.

For established retailers, the delays are all with the delivery companies. Just like a missing sock in a washing machine, there is a fair amount of mystery why package A arrives in 3 days and why package B arrives in 6 weeks – no one really knows but it costs the customer service hours pacifying irate customers.

But fast turnover times is supported and promoted by the retailers, so customers don’t have unreasonable expections rather online is a different game. The retailers on-top of their delivery partners while maintain customer satisfaction and drive repeat business.

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