Lots of bike store owners talk about service - what does good service mean to Ross Hart?

Well first of all, I don't really think of myself as bike store owner - I'm just a bike guy. Over the years, I've learned a little something about bikes and I love to share that with the people who come into Hart's looking for our help. To me, good service means that buying a bike from me or getting fitted for a bike is a pleasure. I want to make sure that each purchase is easy and that each customer gets to know me and understand that they can count on me to give them good advice, every time.

Is that what keeps your customers coming back?

Well, I like to think so. We respect every customer as an individual - which is also really important to the bike fitting process. We learn about everyone's likes and dislikes, their life style, their athletic style and their schedules. I think of my customers as an extension of my own family and so I take care of them like they are family.

I had a customer come in once at Christmas and ask me to just pick out four bikes and deliver them for her husband and kids. Just like that - left the price, style, everything up to me. I knew her and her family pretty well, so it really wasn't a problem for me to pick out exactly what they needed and would like to have and get the bikes over to their house in time for Christmas. That's the kind of trust and relationship I like to establish with every customer that comes in to Hart's.

What's the best part of being the top 'bike guy' at Hart's?

Cycling is such a fantastic sport and it appeals to such a wide range of people. Having a business like this means you get to meet a lot of great people. We like to take that a step further by really getting to know them and sharing everything we are learning about cycling and fitness with our customers. We don't hold anything back - we tell it like is. Developing those long term relationships and being able to serve generations of customers is very rewarding.

You've been in business for more than 20 years and seen a lot of changes in cycling. What do you think about the growth of the sport?

It's phenomenal, isn't it? It's so exciting to see something you love so much be accepted and embraced by so many people. Cycling has really become a universal sport for enthusiasts of all ages. We're very dedicated to evolving Hart's Cyclery to keep up with the advances and evolution of the sport as a whole. Over the last few years, we've made a lot of improvements to our bike store: launched a Web site to reach more people and expanded our product lines to carry more high end products like LAS helmets, Diadora shoes and so many other fine products.

What's the one thing you'd like people to know about you and Hart's Cyclery?

That we care about you and what is best for you. Everything else comes from that.

Do you have a question for Ross Hart? Give him a call at 609-737-3008.