When Fitting Becomes a Reason to Recommend

The B-Site in Baumholder has been using Smartfit since 2019 and currently works with the M1 and Q4 systems as part of its measurement and fitting process. For owner and managing director Dave Hetzel, taking individual measurements has long been a natural part of the consultation process. It not only provides greater confidence when choosing the right bike: today, customers also come to The B-Site specifically through recommendations because they have heard about the fitting process and the quality of the advice.

Dave, tell us a little about The B-Site. Who are you, and what sets you apart?

Dave: I'm Dave, a master bicycle mechanic and the owner and managing director of The B-Site here in Baumholder. Our shop has been around since 2003. We moved to our current location in 2020, where we now have almost 700 square metres of space, and our team has grown to a total of nine people.

Personally, I've always put a lot of thought into measurements, ergonomics and finding the right setup on the bike. Smartfit is naturally a great partner for us in that respect.

How long have you been using Smartfit, and how did you take measurements before?

Dave: We started using Smartfit in 2019, back at our old shop, and went straight in with the Q4. Before that, we took measurements the traditional way, manually using inseam length, and over the years we also tried out various other systems. With Smartfit, the measurement process is much more tangible for customers. They can see which points are being measured and what is happening, and I think that really helps to build trust.

One huge advantage is that you cover such a wide range of bikes. The database is really worth its weight in gold. It means we can also work with bikes that weren't bought from us. We see a lot of bikes from other retailers, including customers who bought their bike online.

Better Quality Throughout the Consultation Process

How has your consultation process changed since you started using Smartfit?

Dave: We’ve changed our consultation process quite a bit and now work by appointment, because we really want to take the time for each customer. The quality of the consultation has definitely improved, and the whole process has become much more structured. Of course, we had to develop and practise those routines first, but now we can work through them step by step while still keeping the consultation personal and enjoyable.

And when a customer comes back into the shop smiling and tells us, “It already feels so much better than it has over the past three years,” that’s a great sign for us. It shows us that the process really works.

You also combine the measurement process with ergonomic products from SQlab. What role does that play for you?

Dave: Exactly, we also work with SQlab, and for us it just ties everything together really well.

We sell every bike at the recommended retail price, so we’re able to maintain our margin. At the same time, the consultation process also creates good opportunities for cross-selling and upselling.

The SQlab Finder is a big help as well. We hired someone new a few months ago who didn’t have much experience with SQlab products yet, and for him it’s been a really useful tool. The more experienced team members usually already know pretty quickly which saddle is likely to be the right fit.

Which Smartfit feature or use case is particularly valuable to you?

Dave: What I really like is that, with the latest software update, I can compare bikes directly with each other in a lot of detail. And it’s not just about sizing – the fitting mode is really useful too. I’m a big fan of the Fit Assistant in particular. It helps me show customers exactly what we can adjust, for example the measurements or the stem, to make sure the bike fits them as well as possible.

The visual side of the Fit Assistant is a big help too. Customers understand it quickly because they can actually see what we’re talking about. You can explain a lot, but just hearing something doesn’t always mean it really clicks. With the Fit Assistant, it’s simple and visual. If you show someone, “This is a more stretched position, and this is a more compact one,” they usually understand the difference straight away.

Which types of riders do you think benefit most from the measurement process?

Dave: We work with trekking bike riders just as much as we do with more performance-oriented riders.

Experienced riders often already have a pretty good feel for what works for them. If they’ve been riding for a long time, they usually notice quite quickly when something doesn’t feel right. Less experienced riders may not pick up on those things straight away and only realise later that something is off.

When customers come back for their first service, we ask them for some feedback. And that’s often when they bring up the measurement again and tell us how valuable it was, or that they’re riding much more than they did before. That’s always great to hear.

Do customers now come to you specifically because of your measurement service?

Dave: A lot of people come to us because someone recommended us, so they already have a pretty good idea of what to expect. We also get customers who come in and say, “I’d like to get measured. I heard you offer that here.”

We also see plenty of people who bought their bike from another retailer that doesn’t offer this kind of service. That happens quite often: They’ve spent a lot of money on a bike, but they’re still not enjoying riding it because the size or setup just isn’t right. Numb hands, sore sit bones, numb feet – we deal with issues like that every day.

For The B-Site, the measurement process has therefore become much more than just an extra step in the consultation. It helps find the right solution, builds trust and gives customers a reason to come back – or recommend the shop to others.