If I'm looking for a bike I will always go back to the place I've bought my last 3 bikes juts because of the customer service.
They have had the same staff there for the last 3 years and when I walk in they always say hello, even though I don't go there that often, it's juts the fact that they know me by my name and if they don't have a customer with them at that time, they'll just come and talk with you. Not trying to sell you anything just a general shit shooting session about anything and everything.
When I came back from France last summer I went in to order a new front sprocket for the 636, 2 days later I was picking up the 10, that all came about because the manager came out whilst I was having a smoke and getting my jacket on to leave, 2 hours later I was still in his office and all he'd done was give me some figures for trade in against a new 10 and the one I eventually got.
I won't go back there for service though because they have a bad rep for that, so I go somewhere else where the lads from the garage actually come and chat with you when you book the bike in, not just the service manager.
I use Fowler (nicknamed Fowlups around these parts) to go and try clothes on or have a look at stuff but on principal won't buy anything from them because they have a crap attitude towards the customer. I spent an hour and a half there when the Gixer 600 K6 came out trying to speak to someone about a test ride on it. Not one member of staff came up to me despite the fact that they would huddle together around a desk with no customers and it wasn't that busy there. The crunch came when they came out and insulted me with stupidly low price for my ZZR600. I rode over to Kawasaki and was on the 636 for a test ride within about 3 minutes and as soon as I came back the 10R was running in the yard for me to take out.
So for me, it's all about customer service and not the type that say, "Can I help you?" but the ones that come up and say something like "nice day, been far?" or somthing similar. After all, most of the time the customer will go to a shop with something in mind to purchase, so if a staff member comes up and says can I help you, then it's a case of tell them, they get it for you, then you pay and leave.
I know that time is money and all that, however that little bit of extra interaction with your customers will mean that they will think of you when they next need something because they feel that you put the effort into it.
Good luck with the shop, be interesting to see what it is your getting into.
