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@dan
The most crucial things in a bike shop are:
A) Staff who are friendly, helpful and not patronising towards the customer (especially if they come in with a bike which is 'off brand').
B) A range of parts - not just the cheapest and most expensive options.
C) careful mechanics. I have all but stopped taking my bikes to bike shops as I've had quite a few bad experiences with mechanics, who were either lazy or just not very good. The good bike now only goes to the Bike Whisperer and I try to do everything else myself.