Hi Chris,

I received your impressive survey today and rather than complete that, I'm taking advantage of your invite to contact you personally.

In short, you run a great business and you have excellent people working for you. In particular, I shop at your Fox Point store. I am a small customer of yours but am always treated as though I am your largest there. In particular, your manager Jesse is a great guy and often goes out of his way to help. Before the Birkie last year, he sent a driver to another store to pick up some wax that I needed. I'm sure that that extra trip resulted in an unprofitable sale but he did it without hesitation. On another occasion, he made a not so great situation right after sensing my frustration over a delay in service that was outsourced to one of your vendors.

Even thought I am not a large customer, I look for any excuse to shop at W&S. in fact, I'm going there tonight!

Thanks for all that you do for the outdoor community in Milwaukee.

Best, John P

i would like to give a big thank you to the guys at wheel and sprocket for helping me chose my 3 wheeler bicycle it is an awesome bike thank you so much again for all that you guys do.even my parents love it i love taking rides on it

donielle

Matt,
With the MTN bike season quickly coming to an end I wanted to take a moment and let you know how happy I have been with my Fuel EX 8. Before I bought my bike from you I enjoyed MTN bike riding, but I didn’t live for it. It wasn’t until after my first ride on the EX 8 that I learned what I had been missing that past couple of years. Who knew how much fun ripping down a single track trail could actually be until on a dialed in full suspension bike. The suspension on my bike is so amazing I can now fly over rock gardens without missing a pedal stroke. From my first ride I knew I had the right bike after I was able to climb a section of my local trail that I had never been able with my old ride. I enjoyed riding so much this year I even entered a couple of MTN bike races. Anyway, I just wanted to thank you again for all your help.

Sincerely,
Jake

I broke a drive side spoke while on a Wheel and Sprocket supported ride. It was about the only thing that I wasn't prepared to fix on the road. Chris Kegel came along in the support vehicle and replaced the spoke. Thanks to him I enjoyed my ride.

Kirk

I wanted to upgrade my Madone 3.1 wheels. I purchased the Zipp 606 from your Brookfield store. I worked with your store manager, Matt Laughlin. Being this purchase was very expensive, I was hoping to find someone that would help me with knowledge of carbon wheels. Matt exceeded my expectations. He was super helpful and explained everything I needed to know in a way that was very easy to understand. I will now continue to purchase products & seek useful knowledge at Wheel & Sprocket

Thank you, Mike G.

Came to store to get information on what kind of bike would be good for me(a novice). Was approached right away by Ben, who greeted me with a smile and eye contact. Ben spent the better part of a half hour going over different bikes and styles that would fit my needs. Unlike a other local store I was not shown bikes that wouldn't fit my needs or budget. Ben showed me bikes that were relevant to me and went as far as properly educating me on what is recommended vs what is out there. Happy to know that I can get started for around the $650 range for a mid range bike. Much better suited to me than the $1900 price point I was directed to elsewhere. Ben has secured my future business as well as my recommendation to anyone that may ask me. Thank you again Ben for making some sense out of the vast options that are out there.

Justin

I tired last week to call the Hales Corners store over and over again. The phone system does not work properly and therefore never did get anyone to answer or allowed to leave a message. It just stated "the mailbox is full" and cut the caller off. This was true making any of the choices offered or making no choice at all. We finially called the Brookfield store and got someone on the first call. I just wanted you to be informed that this was the case.

D. H.

I'm the kind of person who does my due diligence when making a big purchase so went to several other stores as well as lots of internet research before buying a new bike. The thing that sold me on Trek and Wheel & Sprocket was Katie Schommer who helped me at the Capitol Drive store. She helped me pick out the correct model of bike and most importantly, fit me perfectly. Katie also has a great personality and made me feel comfortable. Other stores I visited would have taken my old bike in trade as well as offered discounts which I'm disappointed that Wheel and Sprocket does not do. You drop a big chunk of cash so a 10% or 20% off on a helmet or accessory would be nice. The "Trek Fest" sale seemed to be a bunch of old inventory that you are trying to get rid of. I think you should treat customers to a better discount when spending more than $500. Katie sold me on Trek and Wheel & Sprocket. I could have gotten a better deal at another store.

Chris

Chris:

I do not normally go out of my way to express my satisfaction with a purchasing process. Last week after visiting 3 other bike stores and doing research on the web, I walked into your Hales Corners shop. I was torn between two bikes and thought I should at least look at Trek. After explaining to Alan, your salesman, my thoughts for my new bike, he drew out my true intent and reason for wanting to ride more. COMFORT. I loved the speed, aerodynamics and finely tuned feel of my road bike, but I believe I am really going to enjoy my new Trek 7300. Alan helped me realize the bike you feel safest and most comfortable on is the bike you will ride most.

That being said, what impressed me the most about Alan was the time and care he gave me. He helped us pick out the best helmets and saddlebag. After going on a few rides with my wife Cheryl, she suggested we look at a bike rack to put on our Tucson, so off to see Alan once again. Not only did he help us pick out the best rack and explain use and installation, he had adjustments done to correct a shifting problem on my bike, and put new pedals on Cheryl's 5 year old Trek. He was able to give us complete attention while at the same time taking care of other customers on a busy Saturday afternoon. All in all, my purchase was easy, fun and rewarding. I thanked Alan, maybe you should also.

Bob & Cheryl

I am a huge fan of the store in Hales Corners. The staff is amazing. The service is non-stop awesome. The bike techs are incredibly bike-savvy and friendly. I will always enjoy my ride w/ the help of this kickin' store and its kickin' staff.

Alicia

Thanks for your excellent service! Matt and the entire staff at the Delafield store have always been extremely helpful with ski and bike purchases and questions...and I usually have a lot of questions! :) I also wanted to say thanks so much for picking me up and helping with a recent flat tire issue when I was stranded. I was in a bit of a pickle, so it is nice to know there is someone to count on.

Thanks! Leslie

The Service and Customer Care at the Oshkosh Store is Outstanding! Dan goes above and beyond what is necessary to make sure that everything about your bike purchase is perfect. The Madone 4.5 WSD and the Madone 5.1 that we purchased are SUPER! Any little problem or question has been taken care of without hesitation. We feel that Wheel & Sprocket is the Best Bike Shop around.

Karl & Kathy

Hey Chris,

You may not remember me as you probably see 100’s of faces a day, but you and I have met a few times.

I wanted to send you a quick note about a friend (Jeff Yanke) that I referred from Naperville, IL to Wheel and Sprocket North Shore.

Jeff was looking for two bikes for 2 young ITU clients that he coaches, so I recommended W&S North Shore to Jeff. The reason I recommended the North Shore store is because of the friendly/welcoming service that the staff provides and the patients/none pushy sales that Jesse acquires. After Jeff left the store he quickly called me and said that, W&S was THE BEST bike shop that he has ever been too. He typically shops at Endure It in Naperville. He said that the staff was welcoming from the start making sure that Jeff knew that they were there to help him if he had any questions and that they wanted to help him with whatever he was looking for.

Jeff said the store was super busy, but Jesse gave him his undivided attention. They came in looking for two bikes, but I believe they ended up getting everything from pedals, shoes, helmet etc. He was very grateful to see a shop give such good service.

Jesse always gives outstanding service and listens to the needs of the customer.

The service that Jesse provided was so good and Jeff was so impressed by the shop that he is now going to come back and buy bikes for his kids (4 I believe.)

Please share this with Jesse and the Staff, as it is always good to see positive feedback coming in. Keep up the great work, W&S will always get my business.

Cheers,

Justin
Midwest Regional Educator

A nice road bike is a big investment. I spent weeks looking at bikes and debating what model was best for me. The salesman was never too pushy and told me everything I needed to know about each model before I pulled the trigger. His patience and expertise has made me a dedicated customer for all my biking / triathlon needs.
Nicholas S

A nice road bike is a big investment. I spent weeks looking at bikes and debating what model was best for me. The salesman was never too pushy and told me everything I needed to know about each model before I pulled the trigger. His patience and expertise has made me a dedicated customer for all my biking / triathlon needs.
Nicholas S

I would just like to say It truly was a pleasure shopping at the Hales Corners store. I put money down on a new bike and was working with Nate and Al. Both these guys really helped me out and made this a fun experience. Looking forward to picking up my bike in spring... Thank you..
John H

Hey Chris,
I wanted to let you know that I visited your Hales Corners store yesterday per your suggestion and bought the Bacchetta. Jeff and the rest of your staff were excellent. They answered all of my questions, spent time with me to make sure I was comfortable with my purchase and allowed me a test ride giving me tips on how to make it successful. I have been and buying bikes for 35 years and have visited a number of bike shops. I can truly say that this was the best bike buying experience I have had. Even my wife, as an onlooker, was impressed with the excellence with which every thing was handled. I wish my LBS was of this caliber.
Thanks,
Todd J
Rockford, IL

This afternoon I brought in my Trek 2.1 into your Delafield store. When shifting the rear derailleur it would either stick or skip gears. Your mechanic immediately identified my problem as a broker cable which he replaced. The mechanic then took my bike out to test ride it himself. When he returned he identified a couple of other problem areas. These he took care of also.

I wanted to let you know how much I appreciate the extra effort this young man put in for me today. I am sorry that I do not know his name, but he has done work for me before and it is always well done, and he has always conducted himself in a professional manner. It is this extra attention that all of your people have given me that led me to purchase my bike last November from Wheel & Sprocket. At no time have any of your people made me feel like an idiot about bikes and biking.

Hopefully you will once again have your Bike Expo in the spring. I attended the expo last spring. It was 10 times better than a similar event held in Madison a few weeks earlier. Again it was the friendliness and helpfulness of your people that made the difference for me. 

Thanx again.

Bill L.

Watertown, WI

Dear Chris,

Thank you so much for providing the opportunity to rent a bike from Wheel & Sprocket for our visitor from Denmark. 

Jesse was great to work with, and Pernille enjoyed riding the bike he picked out for her.

I appreciate your generosity, and all that you do for the biking community.

Best Regards,

Theresa G.

My husband and I stopped in the Hales Corners store on Saturday morning about 10:30 am. We were 8 miles into a great 32 mile ride today but both of our back tires needed air. 

We just wanted to say how wonderful your service department was. My only regret is we did not get their names but one was a girl who worked on my bike and the other was an older gentlemen who work on my husband's bike. At the same time she checked my tire out, she did the 90 day check on my bike which I had purchased at your store in April. On my husband's bike besides inflating the tire without even being asked he also lubricated the chain which desperately needed it. In a matter of maybe 15 minutes we were able to resume our ride. While we were there I saw other members of your service team warmly greet people coming in and asking immediately how they could help them.

We love your radio spots where the phrase "keep pedaling, you can do it..." is used. My husband likes to say it when we tackle a tough hill on our rides.

Well thanks to the wonderful service of your Hales Corners service team, we were able to do just that and keep pedaling on our ride today!!!

Just wanted to express our thanks and appreciation!!

Thanks,

Barb & Tom

To Chris Kegel:

This letter is to express my appreciation for the outstanding service I received from Dave Schneider at Wheel and Sprocket. I traveled from Kenosha to the Hales Corners location, looking for a road bike for my 14 year old daughter.

The purchase of this bike for her, was a very personal issue for me as she had been diagnosed with Type 1 Diabetes earlier this year. She had always been athletic and the fact that she was not going to let diabetes hinder her free and independent spirit was inspiring. She has recently found an interest in cycling and we have elected to embrace it. Rather than just sell me a bike, Dave took the time to understand the type of riding she was interested in and assisted us in selecting a bicycle. I had previously visited several different bike shops, of which the staff spent a few moments with me to answer questions, however none of their responses approached the depth of knowledge and information that we received from Dave.

Dave's professionalism and ability to deliver exceptional customer service is an asset to your business. We decided to purchase a 2010 Felt F3 and were so impressed with the whole experience that we intend to return for future purchases.

Thanks again,

Douglas B.

Chris,

I met you several years ago on the JDRF ride in Jasper, Canada. At the time my husband Rob was riding and my daughters and I cheered on the riders and worked at the rest station. We had a fabulous experience. Over the years my husband has hinted that I should start riding too. Last Fall he bought me a used Trek road bike, by luck we actually found it at one of your stores. I love it but I wasn't comfortable starting out with the clip in shoes. My husband gave me a gift certificate for my birthday to buy shoes and last week I finally made the switch. We went to the store on Capital where John and Ryan helped me and could not have been any nicer. As we were fitting my shoes Wendy and Bob walked in. I guess it was a sign.

I now have a great pair of riding shoes, had time to practice on the trainer before I left the store and I was very comfortable on my first ride (I haven't fallen yet!). And I'm actually setting a personal goal to ride a century.

I just want to tell you that your staff are awesome. We have had wonderful customer service.

Thank you,

Mary G.

Matt,

I wanted to thank you for your patience and your excellent crew.

I purchased the Navigator. Jake went out of his way to help me with this. Your guys put on the rack and my computer.

I was out of your place in less than 1 hour.

I will recommend your facility to my friends anyone who is looking for good advice and people who care.

Thank you !

Bill K.

(Recently) my friend and I went to (a competitor) to get some cross country skis. To make a long story short they wanted to sell us a package deal with white skis with tan and lime green going through them. The boots matched the ski's. As they were putting on the bindings they brought out red and black poles to go with them. We asked if we could have white poles instead…after Asking the manager they said no. We walked out of there and they lost a $700 dollar sale. So we went to Wheel & Sprocket (hales corners store).

What a nice bunch of people you have working for you. They understood our situation, and joked around with us asking if they match was OK. Needless to say we even kept them after closing. They never mentioned that they closed at 5 or never even rushed us out.

Then this last Saturday we had problems with the bindings. We could not get the ski's on. We came to the store and they helped us out and sprayed out bindings and off we went. My friend stated "do they just hired happy people there". Sorry this comes so late but we have been skiing every day we could. Though you could pass this on to let the guys know.

How great they are
Thanks,
Sharon R.

Hello,

Several weeks ago I came into your store and was greeted by Rebecca. I wanted to take the time to acknowledge her great customer service skills since this is rare in today's day age. My husband and I was very impressed with her knowledge and the time she spent with us to make sure I had everything I needed to get started in cycling. 

Keep up the great customer service. It is rare and much appreciated! 

Thank you
Tina K.

Hi

I rode in the MS 150 last weekend and would like to take a moment to call out two Wheel and Sprocket employees, Pete from Hales Corners and Eric from North Shore, for the great job they did fixing my bike. They did an amazing job of working together to do a 15 minute repair in what seemed like less than 5 minutes. It made all the difference for my 100/100 mile ride.

Thank you Eric and Pete. Your friendly quick service not only kept my long ride enjoyable, but confirmed me as a Wheel and Sprocket customer.

Hope to see you next year!

James G.

Dear Chris,

In August of last year I visited your Fox Point store to purchase a bike. My first in forty years. As you are aware, bikes have come a long way since my three speed Schwinn. Your staff was excellent. Truthfully, I had planned on spending more than your staff felt necessary. Since that day in late August I have turned 1000 miles on my Trek 7100. I have returned on a number of occasions to purchase accessories, clothing and a minor gear adjustment. Today I visited to replace a broken thumb screw on my Saris rack. None in stock but rather than having me wait for an order to be placed, they took one off a demo model with the explanation that they will order more to replace it. This "take care of the customer" attitude impresses me.

Know that your business will have a loyal customer for years to come.

Tom K

I'm writing to express my gratitude for the individuals representing Wheel & Sprocket at the Trek 100 this past Saturday. Unfortunately, I did not ask for the name of the individual who helped me but he was awesome!

I had changed some of the things on my bike prior to the ride. One of the things I added was a rear bracket on the seat post. Because of that, within the first 20 miles my bike seat began to drop. Your technician came up with a solution, on the spot, of using the aluminum from a coke can to slightly increase the diameter of the seat post in order for it to lock down. It was a great solution and got me back on my way to finish the 100. It was handled with tremendous professionalism, kindness and humor.

Your support for great events like this and the many other events you help out at and sponsor is truly appreciated. You are a strong corporate citizen.

Thanks for all you do.

Sincerely,

Joe P.

Hi Liza!

Say, I just wanted to tell you that we stopped into Wheel & Sprocket this last Saturday and bought new bikes for Karl, Megan and me. Trent F. helped us out and gave us some good information. He was especially helpful with getting Megan’s bike set up for her. She got a bike like the one you were raffling off at Dixon. Karl wasn’t even thinking he would get a bike for himself, but after trying one out, he is absolutely hooked. He said he hasn’t had this much fun in years. So, it’s an early Father’s Day gift for him.

Anyway, I thank you for turning us onto your store. We had a great experience shopping for bikes and appreciate Trent’s help, especially on such a busy Saturday at the store. I’m sure we’ll be stopping back in for accessories and pointers. I thank you for steering us to your company.

Now to get them licensed... Have a great week!

Thanks,

Carolyn H.

I'd like to personally let the management at Wheel and Sprocket know of the excellent and professional behavior of two of their employees during the recent Northwoods Tour. These men worked from dawn till nightfall, always approachable, friendly, and helpful no matter the size of the problem or question. And, not only did they fix our bicycles immediately when approached, but they patiently showed us what they could to increase our knowledge of our bikes and how we could care for the small issues ourselves. 

As a manager at a major hospital, I know how difficult it is to find employees of this caliber and how often this type of performance goes unremarked and unrewarded. 

Thank you both so much again,

Cynthia N.