CCycle Surgery and Evans. Their customer service model is different to other bike shops. Both companies started off as small local bike shops, who would gladly lend a basic cheap tool to help somoene out, as they were run by people who loved cycling and understood that sometimes, it's just good karma to help another person out, even if it's for no reward. It's a shame that ethos has been ditched, in favour of one which focusses on profit rahter than peple.
Business type changes as do your strengths and weaknesses as you grow but 'profits over people' as an ethos? That's just the usual big-business stereotypes. This isn't Global Mining For Energy Inc.
James @ Evans - who has also worked in a small local shop where I lent tools. Easy, when it was my call.
my comment about:
"I've never understood why workshops in bicycle shops should be any different"
rings true whether its a multi-chain store owned by investment banker (i.e Evans Cycles with Active LLP or Cycle Surgery with LGV) or a LBS
neither want to be in a position when they are providing "free" services to customers that any other retail business would be charging appropriate money for?
If they stock tools, they would like to sell some of these tools to customers.
If they employ mechanically minded staff with qualifications and experience, they would like to sell their services to customers.
Its not a corporate conspiracy but basic business practise!
The workshop is certainly not free to operate, it has its own operating costs including a partial share of shop rent, rates, utilities, payroll, tooling and training.
I've worked in the bike industry for years (working retail, distribution and as the owner of a bike manufacturing company), and something I have noticed in these years is that cycling has always attracted a different customer, to other retailers, who perhaps expects that others should always help out for free?
I have never found this in retailers selling white goods, electronics, etc. Services are always charged for, and customers pay for assistance.
Bicycle shops cannot be expected to provide free services, whether its staff time or tooling, there are many pressures effecting modern retailers including rent, rates and payroll, none of these are free to the business operator.
The problem with expecting free services is that is has a real drag on the profitability of a business, and over time excess abuse of goodwill whilst operating on slim margins, can put a business into administration
Of course there is always give and take in customer relationships, but its surprising the number of times I have helped out "customers" who have never purchased, and will not purchase anything from the stores I have worked in - this is called taking a liberty because these "customers" are just a bleed on the store resources whereas genuine customers willing to pay for good service keep the store operating
Like I said above, I think that's because bike shops are often seen more as clubs than real businesses.
Which can be a very good thing sometimes, but does mean that sometimes asking for money can be seen as crass commercialism.
its a valid point that you make about "bicycle clubs", as long as this cost is being offset by another part of the business.
I know this first hand from retailers who are successfully making the transition as retail undergoes a dramatic transition, due to rising costs, ever decreasing margins, the introduction of the internet channel with an off-street warehouse, etc.
my last employer (as workshop manager) Sigma Sport was a great model of a retailer who has found a niche and operates a successful workshop reception undertaking complimentary services for regular customers, whilst upstairs they have a fully featured repair workshop operating scheduled servicing.
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They also do a huge volume of retail sales of bikes, clothing and accessories which can be used for this "costs offset" with the mindset that you are building a community / club environment.
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Esher, your penultimate post was spot on. I can't think of any other retail environment where so many customers expect so much for so little. So many people seem to think they not only deserve a discount just for making a purchase, but also that small jobs are done free.
"How much? To fix a puncture? "
Yes. That much. Or you can do it yourself.
And then, to compound the problem, as heard in my LBS recently, "Thanks for your advice. That's going to help me when I order it online". ****.
Esher, your penultimate post was spot on. I can't think of any other retail environment where so many customers expect so much for so little. So many people seem to think they not only deserve a discount just for making a purchase, but also that small jobs are done free.
"How much? To fix a puncture? "
Yes. That much. Or you can do it yourself.
And then, to compound the problem, as heard in my LBS recently, "Thanks for your advice. That's going to help me when I order it online". ****.
@captainflasheart
Its the old adage of customers knowing 'the price of everything, the value of nothing'....
