FYI, I've been to HNW a few times and have hated my experiences. I've been in there looking to talk with someone about purchasing a bike and no one has approached me for 30 minutes on end. Not even to say "Hi, I'll be with you in a minute." I understand that some people don't want to be harassed all day when they just want to check out new models. But, at least a sales person could acknowledge my presence. Also, when I have gone in there, the store has been empty but a few workers. I am not sure things have changed since I have not been in there for a while. BUT, I like how you have stepped up and didn't try and point fingers or label your customers as being asses or wrong or blame them for not doing something different. You essentially said "my bad, let me help make things right for you." Props for that. I'll give you guys another look when looking for parts/service/or bike.