Photo: radraum7Tangible Advice That Builds Customer Trust
radraum7 in Dietfurt combines personal advice, outstanding service, and modern bike fitting technology throughout the sales process. In this interview, the team explains how Smartfit has transformed their day-to-day work, why they see bike fitting as far more than just a technical add-on, and why great service remains a key competitive advantage.
Photo: radraum7Who are you, and what sets radraum7 apart?
Flo: The bike department was originally part of Wittl. In July 2022, it was spun off as a separate limited company, and we have been operating independently as radraum7 GmbH ever since.
Our roles within the team are clearly defined: I mainly look after sales, while Jochen is responsible for the workshop and customer service. What really sets us apart is the way we work together—and I think that comes across both within the team and in the way we interact with our customers.
Photo: radraum7How did you discover Smartfit?
Flo: I was already familiar with Smartfit—and bike-sizing systems in general—from a previous shop, where we worked with a larger system. Even then, I saw how valuable this kind of technology can be in the sales process. For customers in particular, it adds real value when a recommendation is not only based on the salesperson’s expertise, but is also backed up by objective data. When we were introduced to the Q2, it quickly became clear that it was the right fit for us. It offers exactly the right solution for a business of our size, for our team, and for the kind of value we want to provide our customers. Our goal is not to squeeze out every last watt of performance. We want to help people achieve a comfortable, ergonomic riding position, enjoy greater comfort, and experience less discomfort on the bike.
Photo: radraum7The Trust Factor That Makes the Difference
How has Smartfit changed your sales process?
Flo: Above all, it has made our sales process more efficient and raised the overall quality of the customer experience. In the past, several appointments were often needed: an initial consultation, then perhaps preparing another bike in a different frame size, followed by another test ride and, later, collection. Today, we can handle much more in a single appointment and guide the process far more effectively.
Smartfit is particularly valuable when it comes to choosing the right frame size. Of course, we already had a good sense of which size would suit each rider. It is not that we suddenly started making better recommendations. What Smartfit adds is one crucial factor: trust.
When customers receive a recommendation from us and the system then confirms it, they feel reassured. That technical validation is often the final nudge that turns a positive consultation into a purchase decision.
Does it really make such a difference when the recommendation comes from a system?
Flo: Yes, we see it time and again. When the system confirms what the salesperson has already recommended, it carries a different kind of weight for many people. Suddenly, the reaction is: “Okay, then it must be right.”
It not only makes our job easier, but also adds value to the entire process. And that is exactly what matters to us as a specialist retailer. We need to offer more than a simple price comparison. Customers should choose us because they receive better advice and better service—not simply because a product happens to be cheaper somewhere else.
Photo: radraum7Competing on Service and Quality in a Discount-Driven Market
Why is that so important today, and how do you set yourselves apart from the competition?
Jochen: The market is currently heavily driven by price, and that is not a healthy direction for specialist retailers in the long term. If everyone competes on discounts alone, eventually no one will be able to run a profitable business. That is why our goal is clear: we want to stand out through expert advice, strong service, and quality throughout the entire customer journey. Ideally, customers recognise that someone is genuinely taking the time to understand their needs and provide real added value. When that happens, conversations about price become much easier.
Service is a central part of our approach. Naturally, customers who bought their bike from us receive priority in our workshop and service department. At the same time, it is important to us that we also accept bikes purchased elsewhere. We see this time and again: people come to us because another retailer has turned them away. We do not believe that is a positive development. Every person who visits us brings not only work and revenue, but also the potential to become a new customer. A positive service experience today may well lead them to buy their next bike from us.
We also benefit from our location directly on a cycle route. In summer, many touring cyclists stop by with smaller issues such as punctures or broken spokes. We try to fit these quick repairs in wherever possible. It does take up capacity, but it is also very rewarding because people are incredibly grateful.
Photo: radraum7The Right Fit, from the First Appointment to Collection
How do you integrate sizing into your sales process?
Flo: Our goal is clear: we want to size every customer. Sometimes we do this right at the start of the consultation, and sometimes towards the end, once the purchase decision has already been made. It depends on the process, the time of year, and the individual customer.
Whenever possible, I like to take the customer’s measurements before the actual appointment. That allows me to prepare the most suitable bikes in advance—adjusting the saddle height, setting up the suspension, and so on. It makes a significant difference to the quality of the test ride.
Even when the sizing takes place shortly before the purchase, we immediately have all the relevant data. We can prepare the bike properly, give the customer a copy of the results, and keep the information on file. If they come back at a later date, we can access it straight away.
Jochen: It also makes the entire collection process quicker and easier because the bike is already set up much more accurately. In the past, we often had to spend a lot of time making adjustments during the handover, followed by several test rides and further fine-tuning.
Now, the bike is often so well prepared by the time the customer collects it that only minor adjustments are needed. What has really impressed us is how often people get on the bike and it simply feels right. Many of them immediately say how comfortable it feels.
That creates a completely different connection with the bike from the very beginning. Customers can feel that it really is the right fit for them.
Photo: radraum7A Workflow That Seamlessly Combines Customer Advice and Additional Sales
Do you also use the SQlab integration?
Flo: Yes, and it works really well for us. In our sizing area, we have combined Smartfit with SQlab’s sit bone measurement system and grip solutions. Everything is set up in one place, including the measuring stool, saddles, and grips for customers to see and try.
For us, it creates a very efficient workflow because we do not need to move between different areas, and everything can be integrated directly into the consultation. If a customer is already being measured, adding a sit bone measurement only takes a moment. This often leads to suitable recommendations for saddles and grips.
Of course, that is also commercially valuable because it creates additional sales. But it is not about pushing products onto customers. In many cases, these products genuinely make sense and can make a noticeable difference.
What role does Smartfit play in your business overall?
Flo: Overall, Smartfit helps make our sales process more consistent and reliable. It adds quality to the process, gives us greater confidence in our recommendations, and helps us explain our advice more clearly to customers.
Of course, it always takes time for this kind of service to become widely known. But we are convinced that this is the right direction: moving away from a purely price-driven approach and towards better service, greater personalisation, and genuinely expert advice. For a smaller specialist retailer like us, that is a crucial point.
Smartfit sizing solutions for your business as well?!