That was an excellent article. Shops can be their own worst enemy, and crap customer service [ESPECIALLY towards women] is enemy #1. Regardless of the unpleasantness inflicted upon the IBDs by the big brands, if a shop doesn't nail that customer experience, they're going to be roadkill eventually. Seriously, how hard is it to say hi to somebody when they walk in the door? Or treat your customers the same regardless of their appearance? The author's other comments about growth having to come from outside the existing customer base via the mobility market also rang true for me. Lots of...