Better biking: Bountiful Bicycle helps customers get into gear.

• Author: Felix, Devin
• Position: UB Digital

The people who run Bountiful Bicycle want their customers to feel comfortable, both on the bike and in the bike shop. That's a big reason the store has inspired a loyal following during its 53 years of operation, says General Manager Taylor Felt.

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Bountiful Bicycle's employees work hard to earn their customers' trust, Felt says. If customers feel they are listened to and treated with respect, they'll be more likely to return and recommend the store to others. Felt says he hopes people will see Bountiful Bicycle as they would see a helpful neighbor who happens to have a lot of knowledge about bikes. "We want to be that friend in the neighborhood that you go to and recommend others to go to," he says.

Alicia Hunter, one of those who recommended Bountiful Bicycle on the Utah Business Facebook page, points out another service provided at the store that tends to inspire loyalty: "Taylor can change your cycling life with his amazing bike fitting," she writes.

Felt is trained in fitting bikes to riders based on the geometry of their bodies. The fitting process begins with an interview, in which Felt asks the customer about her riding history, goals and any past injuries. Felt then does a physical assessment and has the customer ride on a trainer bike while he...