[Closed] New LBS - What would YOU like to see?

Decent range of clothing stock (although I know that's difficult), especially shoes though. I reckon it's worth you running some evenings with basic tuition (fixing punctures, replacing cables etc. the kind of stuff you probably won't rely on the revenue from in your workshop). Coffee machine would be good to :p Good call on getting involved with local clubs - I only use LBS's/online retailers that put something back into cycling.

Decent mechanics, and promised phone calls to actually happen.

superb mechanics.

Clothing, parts, bikes etc is irrelevent to me personally... I'll buy them all on-line.

However there are certain skills as a spannerman i don't have so would like a CLEAN, lovely workshop.

Good stock of consumables and other things that you need last minute otherwise you can't ride or stuff you don't want to have to wait to be delivered from CRC. Top of that list is tyres.

Stock a decent selection of good tyres at really competitive prices (I'm thinking tyres are the loss leader that gets people into the shop maybe?).

Then pick two or three brands of bike that you can't buy easily elsewhere and commit to promoting them.

Local shop here, which has just been in Dirt, is Pedal & Spoke. This place is tiny and only carries Santa Cruz but they've sold so many bikes and frames because they're 100% committed to the brand.

They are the only retailer of SC for quite some distance, are located right in the heart of the local scene and indeed, are very much the heart of the local scene. Howard has really helped to pull the riding community together and along with plenty of demo bikes is doing really well by all accounts.

Read the article in Dirt, there's a lot you can learn from it.

phone......people.....back. Unbelievable how many shops have no idea what this means 🙄

Does the premise have Somewhere suitable to park? I often think about going to local shop, but it's a right royal PITA to get within a reasonable distance, so I don't bother and generally buy on line.

Have a online shop as well.

A clear-cut turnaround time. I don't mind waiting, I just like to know how long! Decent mechanics are a must too. I don't mind paying a few extra quid for what I know is a top job where personalised care has been shown for my bike (Revolution in Bangor, North Wales are good on this).

Working with local cycling groups is a good move too, if only to gather up more custom. This might range from spearheading local policy initiatives to weekly rides.

sounds good, where abouts in Herts are you thinking of opening one?

Thanks for the feedback guys. I've been working in the trade for over 10 years but as this is my own money invested for the first time I want to make sure I get it right. The workshop is going to be huge (we've got over 1500sq ft of space to play with). Car parking is very convenient - it's town centre location with a large carpark (not shopping centre multi-storey) less than a minute's walk away, and I would also agree that clothing is something we'll have to get right.

As far as clubs etc go, this is something I've always been really keen on, there are a number of charity rides over the summer months at which we've volunteered to attend in a mechanical capacity and will assist with discounts and sponsorships for local clubs and events where we can.

[i]a good range of bikes, P&A, a full-time workshop and knowledgable and helpful staff,[/i]

This.

Threads like this pop up on here from time to time, normally from people opening bike shops or cafes. They always seem to be concerned about the 'bells and whistles' services that people would want them to offer when they should be concentrating on absolutely nailing the basics. Get those right first, just because they're the dull basics doesn't mean they're easy...

to smile 😀
..and not returning phonecalls gets on my t1ts too!

No piped music or radio. Sales staff who know what they are talking about. And Stock some Genesis bikes! Also the sort of attitude that yes, your bike may be old, but we'll do our best to find spares for it and keep it running rather than try to sell you a new one!

Only three things matter; cash, cash and cash.

If you don't make money you won't stay in business, no matter how good you are. Make sure you've a good walk-in trade and will fix on demand.

Shop rides are good, night ones - otherwise you'll never get a day off.

Pick your brands (cheap, middling and top-end in most categories), but ensure you carry consumables for the other popular stuff - Hope comes to mind.

Find out all the local routes (even cheeky ones), so you can advise new-bee's plus places to go - for you I guess, the Chilterns, Woburn, Aston Hill and Chicksands.

If you've space, have a coffee area where people can just 'chill' - and if poss. somewhere where they can park their bikes in safety.

Opening times that don't pretty much exclude people that work 9-5 etc.

so - stay open late on Mondays and Fridays

I've always been conscious to avoid organisations that don't seem to appreciate their customers, so I want to make sure that this doesn't happen to me - bad service winds me up something chronic so if I think that I can make me happy I'll be on the right track.

We're looking to make it an enjoyable experience, different to other retail sectors, and to encourage people to pop in even if it's just for a chat. We're building a coffee bar area complete with TV for the tour and the olympics (yes, we will have a commercial TV license) and I've already bought the coffee machine!

In terms of location, it's North Herts, I have to be a tad cagey until the lease on the premises is signed (it's with the solicitors at the moment) but we will make sure everyone knows about us once we're going, and anyone who would want to help with our fit-out, amongst other things, will be very well looked after!

sounds interesting, North Herts will be great as that's just where i live 🙂

A coffee bar rings my warning bell...

A decent stock of the parts you that are normally a complete PITA to find like dropouts, chainring bolts and spacers, 1" ahead spacers, caliper mounts, bearings etc.

The kind of things that annoyingly you don't have in your own bits box but are vital for finishing off a bike build, fitting new rotors, going from 2x9 to 1x9 etc.

I've lost count of the number of times I've gone to all the LBSs for a few bits and bobs and ended up having to go home to order on CRC.

You maybe won't make masses of profit from these items but you will become my 'go to' shop and I've got a tendency to be very loyal to my 'go to' shop. Unfortunately CRC is more and more often my go to shop so I might as well by my bikes there rather than my LBS.

+1 for clothing. I'll happily buy a rear mech online but it's harder to tell if a pair of shorts or top will fit and not look stoopid on me 🙂

I'd just like it chilled. You go in, sit down and have a natter, a little browse. Chatting to people that ride bikes about bikes. I don't want to talk to people are desperate to show how knowledgeable they are, just listening is good.

I'd rather get advice from people who do that particular discipline, if im looking at a road bike, i want to talk to a roadie, if i want a freeride bike, i want to talk to a freerider. I don't want recommendations from people who don't ride.

I sort of expect there to always be stock on pads, tyres, tubes, cable, cleaners, lubes, but that's a given. I don't feel like the shop need loads of other stock, just enough to demonstrate your brands. I absolutely hate going into evan/edinburgh co-op/jejames because they're big shops, appear to have lots of stock, you get your hopes up that they'll have it there and then, you soon realise all their stock is just little bits here and there spread thinly.

I really don't mind waiting for ordering stuff, if i have good service, i am more than willing to wait.

Things I use LBS for are bikes because I like to know that they are the right size. Clothes and shoes again because they need to be tried on. Cheap consumables - I won't pay RRP for an XT casette but I will often pick up pads, cables etc when needed and will pay RRP in a hurry.

Good mechanic. The main reason I visit. "Difficult" jobs that require specialist tools particularly (headset installing, bearing changes, facing, reeming, taping) and also proper shock and fork service and wheel building.

I prefer shops that support the local biking community. In the NE I would much rather use the shops that sponsor/organis races and events than those that dont.

Local CX/road league, clubs, race teams, demo days etc.

Oh and be polite, offer advice, make sure the bikes in the window are set up properly (tyres the right way round, forks the right way round, cables and hoses the correct length, tyres pumped up. If the display bikes are shonky looking then it puts me off. I want a mechanic with an obsession with detail rather than a slapdash approach. I can do slapdash myself.

Given the number of decent on-line options an LBS has to offer excellent customer service IMO.

You need to make it a nice place to go - somewhere to talk bikes, hang out, stop off at etc. A friendly place with a decent workshop.
If people pop in for small workshop jobs they may stay for a coffee, look round, buy something else.

If we had an LBS that did local rides from the shop, decent coffee, a good range of clothing, TV with biking vids playing, magazines around etc I'd be there a lot more than when I want to buy something I need now and can't get online.

My LBS was excellent at getting me a test ride on a Yeti - which I then bought, but communication was very poor. They are very good now though at phoning back on workshop jobs and the main mechanic knows his stuff. They don't however make a note of the details of what I want doing/checking so things get missed.

IMO you need to try and develop a community - something an online retailer can't do.

As you say you've got masses of space in the workshop then maybe you could consider letting people come and and use your workstands/tools/bit of advice for a small fee (or membership type thing). Could be combined with selling lessons in bike maintenance. I've seen a couple of places in London that seem to offer this and it seems like a nice idea to me, but maybe it's more appropriate in London as people don't usually have space for their own 'man-cave'.

This is the kind of thing I'm thinking of: http://www.micycle.org.uk/content/open-access-workshop

Don't be snobbish. Doesn't affect me so much, but don't turn your noses up at people who bring BSOs in to have a puncture fixed. Business is business, and if they're happy they'll come back and eventually upgrade to a "proper" bike that they look at while waiting.

What would you like to see?

A good LBS in the Kingston upon Thames area, thats for sure.

Phoning back again for me. 69 cycles in Chester are really good as they always phone/text/email when they say they will. I have used lots of LBS who seem to just wait for you to contact them.

As said above I don't buy much clothing, helmets or shoes online. I prefer to see that they fit properly than have to return them.

and indeed, are very much the heart of the local scene.

They've been there about 2 years! Don't get me wrong, I think Howard's a great chap, and they're doing fantastically, but you can't really call it "the heart of the local scene"!

A good LBS in the Kingston upon Thames area, thats for sure.

Sigma?

Points I'd say:

- Open on Sundays. Cycling is a leisure activity, not being open when people are indulging in such activities is daft.

- Shiny high end bling may get people in the door to coo, but it'll be cheaper online, they won't buy it, or they'll rape you for a deal. Depressing as it is you'll make your money on inner tubes, lube and £300 bikes, don't kid yourself otherwise.

- Be friendly and accommodating. Yes, someone may have bought in a £50 BSO for a puncture and a gear cable, but they may be considering a £1000 bike a few months away if they get into it.

- Have a good ordering system, so you can keep track of where customers orders are, nowt more infuriating than phoning up to be told "err, not sure what's happened to that".

Forget all the coffee, magazines, place to chill stuff; its a business, to make money not a place for time wasters to hang about in.
Good selection of clothes, shoes, helmets and good mechanic are the basics.

njee20 - Member

Open on Sundays.

Bingo! Even with skeleton staff this would be a winner.

Don't know the area at all, is there somewhere very local to test ride bikes? If not - you've loads of space - build a small test track.

Lots of what's been said up there + organisation/ display and customer service. Sometimes I'm kinda incredulous when I go in independent bikes shops and there's just crap everywhere, nothing is displayed properly and you can't see anything. Maybe they are going for the 'homely messy' look but actually if I can't see what you are selling or have to climb over boxes, rummage below stuff or peer into a smeary cabinet etc then I'm not going to buy from you. Also, the more difficult but vitally important customer interface stuff. Lost count of the amount of bike shops where you go in and some bloke is stuffed head down behind a desk in a corner, face in front of the computer, barely looks up when you come in, gives you the once over to decide if you are a 'serious' customer or not and then usually ignores you until you leave.

Forget all the coffee, magazines, place to chill stuff; its a business, to make money not a place for time wasters to hang about in.

+1 that

If 'friends' come in they can have a cuppa in the workshop, it's a waste of floorspace to actually dedicate an area to that for punters.

A decent stock of the parts you that are normally a complete PITA to find like dropouts, chainring bolts and spacers, 1" ahead spacers, caliper mounts, bearings etc.

The kind of things that annoyingly you don't have in your own bits box but are vital for finishing off a bike build, fitting new rotors, going from 2x9 to 1x9 etc.

I've lost count of the number of times I've gone to all the LBSs for a few bits and bobs and ended up having to go home to order on CRC.

Because stocking parts like that are a complete nightmare. You end up with hundreds of different bolts, mech hangers, widgets, bits etc taking up space on the off-chance that someone is going to wander in and want that exact one. This is THE major problem with the bike industry, the continued rush forwards with latest greatest "innovations" creating obsolete parts almost daily and requiring ever greater investment in stock which most small shops simply can't afford. Once you just ordered a front wheel, now there's a choice of:
26 or 29
QR, 15mm thru, 20mm thru, lefty.

I'm happy to wait for such things (eg mech hangers), I'd understand if a shop didn't have an exact item immediately in stock. I just want them to do their best in getting it for me and let me know when it's there.

This is the kind of thing I'm thinking of: http://www.micycle.org.uk/content/open-access-workshop

I really wish I lived near there...an open workshop (and bike storage would be nice too) would solve a lot of problems for me.

If you've got loads of workshop/storage space and your in the middle of town, how about secure daytime storage for commuters and charge a small fee.

I really don't feel that having an area for people to sit is a going to waste our space, the plan is to create an open plan workshop and counter area where we will have bar stools for people to sit if we're going through catalogues etc or if they're waiting for an on the spot repair to be carried out. It won't take up any additional room, and if anything is making the best use of our space, I don't want to create a living room or coffee shop that happens to have bikes in it. We won't be tying up capital in high value stock as its more often the case that we won't have the correct size/colour in stock and experience dictates that most customers investing that kind of money are happy to wait to order, that being said we will have more expensive bikes as demo bikes which we are much more likely to sell from.

We want more than anything to create a community shop and will do all we can to integrate ourselves in the community and to develop new cyclists

I'm happy to wait for such things (eg mech hangers), I'd understand if a shop didn't have an exact item immediately in stock. I just want them to do their best in getting it for me and let me know when it's there.

I understand what you mean when it comes to things like rear mech hangers but for things like chainring bolts and spacer and 1" headset spacers I'm not impressed when the LBS can't help me out. These are examples of things that have halted new bike builds for me recently until I can order the parts online. It's both faster and cheaper to do this.

For shops that are located very near to popular riding areas I think there should be particular emphasis placed on show stopper type parts like mech hangers and such. If I turned up at the trails and discovered that my freehub had packed in or that my wheel bearings were shot then I would be extremely impressed if the part was available.

I understand that many of these parts may sit for a long time but last time I walked into a shop with my rear mech tangled in the spokes on a weekend trip to the Lakes the fact that they had the correct dropout available meant I bought not only the dropout but a new rear mech and four spokes to repair my bike and save the day. And a spoke key and new gloves since I forgot to bring mine 🙂

Clothing; not just the normal endura or royal choice for MTBers.
STOCK! Try to be sufficiently well stocked to avoid having to offer to order stuff in all the time.
Lack of stock is the reason I CBA with my LBS'.
Oh yeah and opening hours. Mon-sat 9-5 is just stupid. Most riders work 9-5 and ride Saturdays.

Organise rides/nightrdes from/to the shop.

I think its really important to tailor your stock to the local riding scene. I worked in a shop once where there was a really strong DH/FR scene, but the range of products suied to this kind of riding was minimal. It could be ordered in, but it was quicker (and cheaper) to get stuff from CRC. One guess were hacked off customers went...

Getting this will be so important, but very difficult given the number of niches these days. You should stock spares for the stuff you sell (again the shop I worked in wasn't great at this). If you sell Kona bikes, stock a range of hangers, stock brake bleed kits, etc.

The chill out area is a good idea - when I was younger our local skate / snowboard shop was great for this. Although a lot of people used to mill about etc, the shop became the centre for the locals meeting up etc. Most times people wold end up spending something in the shop.

An example of how things are going(as crazy legs) I have a set of old Hope M4s and I visited 5 bike shops before finding one with stock of pads, the only ones they had in stock. Almost all the shops said it is not worth their while trying to stock all the different brands of pad makes when people are and can buy cheaper from the net.
As for having people coming in for a chat? You will not be happy if your staff are just hanging around chatting when the shop needs a tidy up or your mech needs to get that bike finished for the customer due to collect in 10 mins 🙄 I have walked out of shops because of this ❗
If you have been in the industry for 10 yrs you will or should know that the up to £500 price point and kids bikes are your bread and butter. Have a wander around some other bike shops and quiz them on which bram
Nds offer best deals and warranty support before stocking duffers
Coffee machine will become another nuisance, something else to clean, stock and maintain. If you are going to sell the coffee you may need a hygiene licence/ course? A cuppa from the mess room kettle would satisfy me 😉
I was in a big shop in Bury last weekend and the only floor person who spoke to me was actually the youngest person there! He asked me what I was interested in and what type/style of riding I was into and reckon ended exactly the bikes I was thinking/looking for 😆 I had said that I was only browsing but he chatted for a while whilst one of his colleagues wandered around with a phone at his ear sorting out his domestic issues

if you're going to have a website with an email address that allows customers and potential customers to use it to get in contact... check the email account regularly throughout the day and reply to people's emails 🙂

employing a female to give advice to female riders about bike/saddle/set-up/clothing etc could be worthwhile? also girls working in bike shops mean more male customers finding a reason to visit if some of my riding buddies are anything to go by 🙄

[i]the plan is to create an open plan workshop [/i]

watch out for 'shrinkage'...

Many years ago I did what your planning on doing but for Motorcycles.

I had a coffee area for chilling, rideouts etc.
I got a massive range of stock in on a sale or return basis, so I had 10,000sq foot full of all the stuff people liked. It was hard to convince wholesalers to do it back then, but I did pull it off.

If you can offer proper demos, and not just for a ride round the carpark, you may find sales as a result.

Good luck with it, get your bank manager and landlord on yourside so they will be supportive when you need it.

Philip......^^^^.....there is a cracker in the Bury shop I visited, held my attention for a bit 😳

Trimix......Wheelbase in Staveley nr Windermere/Kendal work a bit like that. Huge warehouse type place loaded with Treks,Cannondale, Kona and various frames such as Turner. Gore, Endura and Altura clothing all well presented. Upstairs area is for road stuff and snowboard area just off the ground floor mtb section

new cycle shop in Hertfordshire

Oooh whereabouts?

Sunday opening

promised phone calls to actually happen.

God yes. If I'm having you order in something for me (even though I could order it from Wiggle/CRC and usually for less), and you say "we'll give you a call when it's in" then I want a call as soon as it's with you.

NOT a week or two later in a tone of voice that suggests I'm at fault for leaving my bits cluttering up your shop.
NOT skipping it entirely and having me call you to be told "oh yeah, it's been here for ages".

Agree on opening hours. Open early and close late at least a day a week. Open on Sundays, close midweek to have a day off.

Find a niche or two and stick to them. You can't do MTB, Road, Tri, Commuting, CX, Tourers, BMX, kids, etc well unless you've got a huge premises, at least a dozen staff and a few million to commit to stock. Ideally those niches complement other bike shops in the area. If you're great at what you do, and if you offer something the big chains don't, people will travel far and wide to use you - eg. Charlie the Bikemonger, Pedal & Spoke, Head for the Hills, etc.

I wouldn't stock anything over £500, I'd concentrate purely on the commuter and family cycling side of the trade.

I certainly wouldn't encourage the Guardian reading, niche-mongers
They'll just sit there all day, buying nothing and complaining that they only drink fair trade coffee from a £1000 piece of Italian machinery.

As for having people coming in for a chat? You will not be happy if your staff are just hanging around chatting when the shop needs a tidy up or your mech needs to get that bike finished for the customer due to collect in 10 mins

Definitely this!

If people are in looking at catalogues and whatever they will tie up staff in inane conversation. Meanwhile someone comes in who wants to buy something and there's no staff.

Personally if I go to a shop I want to buy something, not have a sit down, if I wanted something and the staff were sitting chatting to people I'd get annoyed. If I went in and was encouraged to sit down and chat to staff and they kept leaving to serve people who came in I'd be annoyed.

Open plan workshop can be annoying too with customers who will want to get within 3" of you so they can see what you're doing, and then just be in the way constantly. A lot to be said for having a physical barrier. Annoying customer? "Sorry sir, insurance says you can't be in the workshop, can you stay out there please". Kids as well.

Open plan workshop can be annoying too with customers who will want to get within 3" of you so they can see what you're doing, and then just be in the way constantly. A lot to be said for having a physical barrier. Annoying customer? "Sorry sir, insurance says you can't be in the workshop, can you stay out there please". Kids as well.

I worked in a semi-open plan workshop once and it was really annoying - customers kept coming over, asking inane questions or demanding to know why you weren't working on their bike/when would it be ready etc. They couldn't actually get into it but they could see over and shout to you. By closing off that section of the shop completely, we gained more workshop space and everything was much more efficient.

Forget all the coffee, magazines, place to chill stuff; its a business, to make money not a place for time wasters to hang about in.

That's the approach a lot of bike shops take - and IMO they offer nothing I can't get cheaper online.

OP asked what we would like to see - I'd like to see a shop that gives customers a good experience not just a place that takes your money then kicks you out.

If I've got time to waste, and I spend a lot on bikes and kit and enjoy planning the next ride/purchase why wouldn't any business want me hanging out in their shop if it increases the chance of me spending with them.

I hear what you're saying njee but not everyone has your knowledge and many people will go in without the first idea what they really need.

Most shops I've been into have no selling skills or customer focus. I'll give an example :-

New, very nicely stocked shop, good selection of road/mtb bikes, parts and clothing. I wandered in and apart from the guy behind the desk, was the only person there. I got a nod as I walked in and after a few minutes walking around was asked if I needed any help. "Just browsing" - "ok". After another few minutes I was having a good look at what appeared to be a demo full-sus bike at the front of the desk - about £3k worth. "is this a demo bike", "yup", "how do I go about getting a test ride", "oh xxxx deals with the mtb side, he's not in today, should be in tomorrow", "uh ok........do you have a wheelbulder", "yup, he's downstairs"..........

Maybe it's me but for crying out loud, surely it's not beyond the capabilities of the 'slowest' employee (I don't think this guy was 'just' an employee BTW) to realise that a) I might be in the market for an expensive bike and b) I might need/want something done to a wheel. Why did he not open up the conversation?

This same shop has just sold a colleague a bike that I wouldn't have recommended EVER for him. He's a big lad who lifts weights, weighs about 17 stone and apart from riding with his kids, intends to go to Hamsterley etc. with his mates. They gave him a decent discount on a hybrid!!!!!! The look on my face said it all when he told me what he'd bought...........for £700!

Most shops I've been in seem like that, they just don't spend enough time finding out what the customer needs. That to me would be the most important thing for any new shop + a good selection of goods to suit the target market. Doesn't have to be loads of different bikes crammed so tightly together that you can't get a proper look at them, which is another pet hate of mine. Far better to have a limited stock from one or two manufacturers, than a confusing bunch of bikes crammed together.

All fantastic feedback, it's really really appreciated!

One of the things I was umping and raring about is sunday opening but I think the comments here have swayed me into thinking it will be a good idea. We were planning on having not only a late opening (8pm thursdays) but also an early opening (8am wednesdays) to satisfy commuters and the like who could drop their bike off for services on the way to the office and pick it up on the thursday evening.

Just to clarify, by an open plan workshop, we're segregating an area with the counter area, behind it being the workshop and "behind the till" areas. So although they will be in essence in plain site, there will be a physical barrier between it and showroom space.

I'm starting to think we're not doing enough clothing; we've been speaking to a number of brands, with the intention of taking on 2 "mainstream" bread and butter brands with some more diverse items on the side. Whether this will be enough in the long run we, will have to see. Certainly initially we will have certain budgetary constraints that will prevent us from doing too much too quickly, but preventing us from running before we can walk could well be of benefit in hindsight.

Striking the best balance between relaxed and business atmosphere will always be a challenge, but arse-kickings will be dished out if staff are neglecting their duties to make sure everyone is looked after properly.

As regards demo bikes - we have decent trails locally and will encourage customers to take them out for a proper spin whenever possible. I don't expect people to part with £0000's without giving the bike a proper going over.

Personally if I go to a shop I want to buy something, not have a sit down, if I wanted something and the staff were sitting chatting to people I'd get annoyed. If I went in and was encouraged to sit down and chat to staff and they kept leaving to serve people who came in I'd be annoyed.

Why would you be annoyed if the staff left you to serve people? You know they are there to do a job, and you're just in for a chat and a coffee?

This is the problem with many STW readers, they just have totally unrealistic expectations. The moon sir, oh no thanks, only if it's on a stick!

After three years with a shop we're about to move.

Open plan workshop - going, too many mistakes as the mechanic can't get on with the work. We will still have a small work area in the shop for quick tunes and punctures, but the main workshop will be off site.

We are going to have a chargeable coffee machine in the shop, along with more space for clothing and consumables. Parking is really important, any more than 50m and people will go elsewhere. (When you've got two kids in tow, and you need to drop off your bike for a service, being able to park right outside is important.

If you do get involved in the local scene, be prepared to take a lot on the chin. Club members buying shiny new bikes elsewhere (ones at twice the budget they told you they had), you'll also get to hear all the bad things being said about you as well as the good. (sometimes this is good feedback, sometimes it's your STW customer, and although you supplied the moon, the stick wasn't gold plated, therefore your shop is rubbish, and neither they nor their mates will ever shop with you again, on quiet days in the winter this can get you down.) Positively you do get to meet and ride with some great people, and from a social, and socially responsible point of view this can be the best part of having the shop.

Good luck!

I hear what you're saying njee but not everyone has your knowledge and many people will go in without the first idea what they really need.

Totally agree - I was that person in the LBS for 10 years after all! It's a psychological thing. If I'm shopping (and asking advice) I don't expect to sit down to do it, if I walked in and the staff were sitting down chatting (quite possibly to legitimate prospective customers like me, quite possibly just chewing the fat, impossible to judge) then I'd be a bit disgruntled. If you provide an area for people to lurk they will do so, and take up staff time.

Why would you be annoyed if the staff left you to serve people? You know they are there to do a job, and you're just in for a chat and a coffee?

This is the problem with many STW readers, they just have totally unrealistic expectations. The moon sir, oh no thanks, only if it's on a stick!

Because people won't think that - they'll be sat there, chatting, but thinking they're just as important any anyone else. Customer comes in the door, stands at the till wanting to pay for their inner tube and the staff member will either have to carry on the conversation and ignore them, or leave.

To me it's a bugbear in shops full stop - even if I don't want advice I want to be able to pay for my purchase. Segregating customers into the ones sat on the sofas 'chilling' or whatever and those who either want to grab something and go, or to look at bikes and things just creates a divide IMO.

I know a bike shop that had a seating area, but got rid because staff were just getting tied up with customers who thought they were important, but were just there to waste time.

Having well maintained stock is a big thing for me, I don't know if I'm jinxed but whenever I want something from the large chain bike shop near me, my size or thing I want always seems to be out of stock, with a 'might be able to get it in a week on thursday' or 'not sure when we would be getting it back in', which does just lead the informed buyer to CRC instead.

So yeah, clothing in all sizes for example, and if its on your store website, it should be in store!

This is the problem with many STW readers, they just have totally unrealistic expectations.

That is also the big problem for anyone opening a bike shop (I imagine, having never done it), the vast majority of customers will NOT be STW readers, or even big cycling enthusiasts, and unless you are targetting them specifically and the somewhat limited higher end/niche market, you are up against Halfords etc. so advice and customer service is paramount.

My LBS has just done away with all his clothing. OK, it was never the biggest shop in the world but he found he never had the right size/colour/item and it was just stock tying up money sitting there or costing a fortune to order in when you just needed the one item.

He's replaced it with a chargeable coffee machine. 😉

Fine if you've got a big shop/lots of cash to tie up in clothing but I'll use a variety of shops depending on what I want (and what discount I can get in each... 😉 ), not bothered about a shop not stocking absolutely everything, that's just unrealistic.

Parking is a big problem with a lot of shops, especially as many bikes shops tend to be a slightly skanky areas.

Late night opening is great, but if I have to park somewhere away from the shop and get my bike through a skanky area of town at night, I'd be put off. Hope I don't sound like too much of a p*ssy, but can think of a few examples of high end shops in naff areas.

I think getting staff with half a brain is important; they need to be enthusiastic (like a rider), but understand that customers may not be interested in the same riding as them and know the products they're selling.

Good luck - quality bikes shops can go up against the likes of CRC and Wiggle, but they need to offer something different which will be difficult to do as we all have different ideas (i.e. lurking area / no lurking area).

Forget all the coffee, magazines, place to chill stuff; its a business, to make money not a place for time wasters to hang about in.

Seems to work out quite well for Costa, Nero and Starbucks?

I don't read the guardian, but a coffee shop selling bike bits sounds pretty mint to me! LBS used to do tea and biscuits after rides, unfortunately it closed when an Evans opened up nearby.

its a business, to make money not a place for time wasters to hang about in

Except that when the customers take the same mercenary approach, they shop online and chastised for not supporting their LBS. a shop [i]Has[/i] to offer something that the websites cannot. It's not price, selection or stock so it must be service. Being buddies with the local riders should be waaaay up on the priorities. Word travels fast and they'll be far more inclined to shop with you.

Clothing in my experience, is always a bit of a punt in most instances. There will be a number of lines you know will sell well but you'll always have to take risks on certain lines, I think it will take us a while to learn our customers and their needs so I would imagine we'll be slightly more conservative in the first couple of seasons. That being said, we will have "less mainstream" items.

Regarding parking, the town we'll be in is quite affluent and has a large public carpark about 10metres away, so hoping that should cover most bases.

As soon as our lease is signed I'll be able to divulge a bit more info and hopefully post a few photos of progress. yes we will be advertising in the mag and online.

Except that when the customers take the same mercenary approach, they shop online

As I said, target commuters and families, sod the enthusiast weekend warriors

Stock a few Shimano and Hope brake pads from one of the cheap Chinese suppliers, chains, cheap cables etc. and let those wanting high-end parts buy online and maybe pick up some of the fitting
Who the hell wants to stock £800 forks or £1000 wheels just so people can finger them?
Cheap clothing and helmets, panniers etc. etc

Open on a Sunday. If you can't stretch to this, have a van full of pads, tubes, tyres, bolts etc and hang around the local trails, you'll make a killing.

Maybe do a collect and return service for people like me who are too lazy to clean or maintain their bike. I would gladly pay for my bike to be picked up on a Monday and returned to me fully serviced and washed on a Friday, ready for use.

Make sure you have at least one blackberry or smartphone so you can answer emails and phone calls immediately. There's no excuse not to be able to do this in the 21st century.

Offer everyone who comes through the door a cup of tea. If nothing else it takes 10 minutes to drink, and that's 10 minutes of looking at shiny bike bling, they might even buy something.

The two best things that any of my LBS's have ever had:-

1. A good wheelbuilder, with a strong reputation- wheel repairs are one of those things it's had to do at home, sooner or later everyone needs them from tourers to downhillers, a well built wheel is important to everyone.

2. A second hand corner / ex demo - offering customers bikes for sale to the general public, sounds counter-intuitive but it's a way to stock affordable bikes for no outlay, which should attract customers who will then need accessories/future repairs. Obviously you charge the seller a fee, including a full overhaul/safety check. (this is for mid-range bikes up over, no margins in second hand junk)

The idea of heading into a shop with the same hangers on sat around seemingly more interested in takling about bikes and ****y coffee, rather than riding bikes, makes me lose the will to live.
I just want a shop that is helpful and knowledgable, doesn't pretend to want to be my best mate, and has a good open pricing structure that gives some indication on how loyalty may (or may not) be rewarded.
I guess this just goes to show you will never please everyone, but good luck!

@ randomjeremy

That's something we've thought about and will be offering and it's great to hear that it's something that enthusiasts would be interested in.

A few ideas from me, ignore at your leisure:

Not too much bling in the window. I nearly didn't go into a shop recently because all they had was £2k+ bikes in the window and I "only" £1k to spend. Whilst there someone came in and asked if theyfixed "normal bikes". You need to ensure that you cater for the low end market.

Be Helpful. I needed a new saddle and I know I like Flite Ti's but also know they are hard to get. I asked one shop what the recommended, they looked blankly and said "well, we've got some Charge Spoons". Same at the second shop, "I always used to ride a Flite and now like the SLR, we've got 3 models here in stock, i can get you a Flite if you need one though". I think you can guess which I have just bought a new saddle from.

I don't get the coffee thing myself, in fact I think a shop full of regulars drinking coffee can be a little intimidating for a lot of people.

Workshop in site is good, but it needs to be seperate enought the mechanics aren't distracted.

I'm often confused why LBS's don't seem to take PX bikes in like you would with a car/motorbike....

You obviously offer a low price...

But i don't know a single place that does this.

Most cars which get taken in PX are sold on at auction, then sold by a trader lower down the food chain.

No such chain exists in the bike world, so you would have to sell them on yourself. Every problem that developed in the next years of the bike being used would become your problem. It's simply not worth the hassle for the money.

We do do PX, but only on kids bikes which we've sold from new.

Friendly & approachable staff who should learn your name after a few visits, remember your bike and issues which you've had with it

All the staff should have a 'can do' attitude. if not, sack 'em

Get involved with the local bike clubs - maybe offer members a 10% to 15% discount

My local shop provides spares to the club which can be bought at club meetings cheaper than in the shop. Consumables like chains, cables, mechs, pedals, oil and cleaning products. Its a really handy service, and i use the same shop for 90% of my other purchases

Non-OEM brake pads - i hate paying £20 for shimano pads

Weekend opening is a must

Ideally, you want to be open from 8am to at least 6pm during the week

A good mix of brands and prices

A good range of demo bikes covering all disciplines of riding to suit your clientele

Coffee section - not sure about that. Maybe offering a coffee to regulars would be nice

Sell copies of STW on the counter

Openness to people who have bought bikes elsewhere - don't criticise their choice - fix it, look after them, maybe loan them one of your demos when their's is being fixed - they'll probably buy the next from you

Take your customer's number and use the database rather than constantly requesting their details.

A good selection of clothing

A big door which is easy to get bikes in and somewhere near the door to store customer bikes when they visit

mid-week rides, and if your riders are skillful enough, offer subtle coaching to your customers

I like the idea of a hot woman working their - it'd draw me back!!

Good luck mate and annouce it on STW when you open up - i might come for a gander 😀

Isa this the STWers kind of bike shop? Found a niche in edinburghs crowded marketplace but I bet they don't last long. Close to two good conventional bike shops

http://rondebike.com/

Simple. I want to walk into a bike shop and meet staff who give a shit. Not greasy sales types. Actual riders. A real workshop I can see - with dirt. I want to talk to the mechanic. No bullshit. And if you say you'll call me back you do. And when you say you'll order my a part you actually do and don't just chuck the piece of paper in the bin once I've left. Reasonable prices and good customer service. Works every time.

a tight workshop...

....this is the "engine" of your bike shop

a good workshop manager can make / break your bike shop, alongside a good shop manager with an eye on the "profits", not 'giving it all away for free'

this is my workshop, and I run a tight ship

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Half of us want sofas to sit on and drink coffee, half of us don't.

I suggest a secret sofa area where your regulars can sit and chat about bikes without intimidating the other customers, perhaps a revolving wall panel activated by pulling a lever?

Just an idea.

Choose your clientèle:

Commuters : good range of racks, panniers/briefcases and clothing. Lights and usual consumables.

Kids : Get a quality BMX brand (Kink, WTP) and some bling parts. Stock at least one quality 20" frame and 24". I'd also get a 12". Stock Hamax or Rhode Gear kids seats.

Ordinary bikes: Nothing wrong with a quality town bike : Dawes? Raleigh.

Try a niche? Tandem? Brompton? Airnimal? Moulton? Pashley?

All this keeps me interested. The Road and MTB stuff is nice but well-done in most places, but real bikes for real transport are what makes shops interesting for me.

Try and stock some kids bikes and clothing, if you could stock Isla bikes? or similar i think people would travel to buy, I've found it difficult in the past to buy 'simple' kids cycle clothing, eg....leggings and jackets. If dads buying stuff he will inevitably have a child that has an interest in cycling and will want some gear.
Good parking, good accesss and a good workshop with knowledgable staff and you've cracked it! Good luck.

Staff who will sell you the bike you really need not the bike they think you need. That means listening to the customer and giving credence to their opinion.

Too many shop monkeys think they know whats best. Perhaps they do from a technical standpoint but it's the customer who knows what the bike will be used for.

Hi mate glad to see there's a shop opening locally sounds like its going to be good this is my email address if you need any help with fit out etc colin.prior1@ntlworld.com.Cheers Colin

the first thing i'd do is avoid all the above looking for a nut for an x y z that say they only go to thier lbs.. its theoretical bollocks..

stick to what you make money on and only get enough of it so you dont make a loss..

all those saying clothing.. dont even think about it go for one range 3 sizes two of each.. coffee shop? thought it was bike shop not somewhere for folks to hang out when its raining FOC..?

the best sellers are for a reason everyone buys em so sure the niche stuff is cute cool etc but does it drive customers profits etc..

my lbs is exactly as it should be knowledge and honest about bikes stocks 3 brands know all the local routes have ride outs limited evrything but what they have is decent gear at a fair price oh and you have to open 7 days a week early till late .. esp summer and december in fatc never close in december you ll do 25% of year sales then..