Bike Services: What do you actually want?

[lukes_handle]

BikeHub we need your help!

 

My friend and I are opening a bike workshop, to cater to people who need maintenance, replacing, upgrades etc etc done on their bikes but without the full bike shop attached. The aim is to cater to post purchase customers.

 

We are in a town that has a bike shop but it has a reputation with a lot of the local cycling fraternity as not being all that great. The next option is a 30min+ drive to a decent bike shop.

 

We already have some ideas of what we want to offer to customers starting from basic maintenance servicing, individual jobs (bleeds, gear indexing, wash and lube etc.)  and full major services. We are also considering a call, collect and drop off service after hours (for the people with a little less time). We do not want to get involved with dealers at this point and for major parts we would order online with no mark up or the option to bring your own parts and only pay for labour.

 

What we would like to find out from you is:

-What jobs/ service packages suit us cyclists?

-Would a labour only shop apeal to you?

-Would you trust a workshop not associated with a cycling brand?

[Butterbean]

Yo that's a great idea! To be honest, most of the cycling fraternity will pay top dollar for excellent work...

 

However, I think you're going to cut it very fine with no possible meat on the bone with parts... I would offer a BYOP service but you will need to charge a premium over own supply, and this must be clearly explained. Or every **** will order from overseas and use your investment in tools and expertise to score, without much reciprocity...

 

I do like the idea of individual jobs, but I guess that's not too unique, mainly, that people who know their bikes already ask for personalized service, and those who don't are probably safer in having more services done to prevent damage.

 

I guess what I'm trying to say is, innovating a repair business might not be the best way to establish yourselves. Rather offer solid, reliable, and excellent service. Innovate your service in being a shop that actually gets quotes to customers within a few hours, replies to mails, messages, and picks up the phone, and always always always get clearance before doing additional work. Those are always the complaints about workshops here.

 

Lastly, I don't think cyclists will have an issue with you not being affiliated to a brand. In fact, that will most likely work in your favour if any and all desired bits and parts can be sourced through you. I wish I had a LBS close by that could actually get me anything I wanted.

 

Lastly, don't piece yourselves like other shops. Do a proper financial model and charge a fair price, not leaving that 15% for "mates" on top. Returning customers should get rewarded with consistent service and quality of work, rather than discount.

 

Just my few cents worth.

[eddy]

All I want is mechanical excellence. And for that I am prepared to pay a premium.

[Pikey]

All I want is mechanical excellence. And for that I am prepared to pay a premium.

^^^^ this and straight talking honesty.

[Chingy182]

I have used a guy working out his garage in his spare time for the last 2 years now.

He does thorough work and always goes the extra mile and most important, he spends time to talk bikes with me when I'm there

[Letum911]

I think the BYOP principle can work a treat, this allows the client to shop around, buy online specials etc, without the extra stress of trying to get his LBS to do a proper installation without ripping him off or investing in the tools himself.

 

Issue I do foresee is that you will have to up your labour price to compensate for the loss of markup space on the items you could supply. That being said, if you offer professional quality service, it's the time/knowledge/expertise people buy from you, and will buy from you if you offer great service.

 

As for where you work from/who you're associated with, has little to no influence (as long as it's convenient for your clients to reach) from my research.

[ABrooks]

I guess what I'm trying to say is, innovating a repair business might not be the best way to establish yourselves. Rather offer solid, reliable, and excellent service. Innovate your service in being a shop that actually gets quotes to customers within a few hours, replies to mails, messages, and picks up the phone, and always always always get clearance before doing additional work. Those are always the complaints about workshops here.

This seems to be a regular issue with some bike shops

[Milosh]

Give the service but charge more please. I want you to give a fair service at a free price , not struggle and not be there next month when i need you 

 

Tell me that I  need replacing or up grade early not at failure 

 

Chain Bike shops only replace components and do it to early and the smaller often more qualified and dedicated individuals fix to much when it really should be replaced

 

Find the happy medium of when something should now be replaced and no longer fixed 

 

BYOD - with online pricing you can not really compete , so flow with it and supply but charge for expertise in specifying and fitting .

[Traveler]

I do not really care if my LBS sells bikes, helmets, shoes or computers. I am not there to buy extras from them, I go there for the service.

What is paramount being honesty and quality. If something is wrong let me know, if my bike will not be finished on time, let me know. Fix my bike like you would fix your own and be thorough always. I am willing to pay R650 for a minor vs. R350 for a minor when I know that the quality of the work is without question. Understanding workshops and parts, I am always wary when someone offers a similar service at a ridiculously low price. From experience it always leads to a shortcut being taken somewhere.

Be honest, if you do not know, tell the client that. If you see a client is heading in a wrong direction then also tell them. Stay abreast of new technology so at least you know what is going on. You will get to deal with people who know more than they seem too and with people who know much less than they pretend to.

In the end it all boils down to the quality of the service.

[ChrisF]

...

 

What we would like to find out from you is:

-What jobs/ service packages suit us cyclists?

-Would a labour only shop apeal to you?

-Would you trust a workshop not associated with a cycling brand?

 

 

PARTS - I typically ask the bike shop to get the parts.  If there is some issue with a model discrepancy they sort it out.  Clients bringing their own part has its own challenges when their parts dont fit .... something to consider and discuss beforehand ....

 

WHAT - I do the small stuff myself.  So when I do take my bike in I specifically ask that the mechanics do a proper check - and I am more than willing to pay a labour fee for this.  Should they point out the bearings on the pedals are notchy I could service it, replace later, or ask them to add it to the jobcard ... time being an issue I typically would ask them to add it to the job card.

 

BRAND - I own different brands, so much more interested in a mechanic that takes pride in his work than driving to different "dealer shops" ... frankly I dont have good memories from "dealer shop mechanics"

[Hackster]

Borrow good practices from car dealerships.

 

Like, use a basic CRM program to capture my details, and my bike's details.

 

Capture things like set-up measurements too.

 

Capture all work done AND work recommended.

 

If you've advised me to do 'x' in a few months time, follow up with a SMS reminder at the date.

 

I don't care that you don't have a 'shop'. Where I live I have a wide choice of LBS and I've ended up servicing my road bike at one workshop and my MTB at another. These two workshops outclass all the other shop/workshops.

 

Good luck, I hope it goes well. 

[wolf182]

Ill add in what i don't like about the bike shops around me, is having to wait for couple of days cause they working out of a queuing system.

Perhaps consider some sort of virtual booking system i.e. i'm in the que but i have my bike to ride up until the day or day before i bring it in.

 

I don't know the full history of BMC in Cape Town but their business in primarily service and not sales.

 

Good luck.

[popcorn_skollie]

-What jobs/ service packages suit us cyclists?

 

Suspension. Avid riders service their own bikes anyways. But most of them (including myself) would have suspension serviced at a bike shop. Cue Stoke. My saving grace. The first time I rocked up there it was because I needed someone resourceful to service an old fork. Because nobody else was willing to. But I kept going to Stoke because I was impressed with his service. Still am. He made me feel like my old bike was as important as the new ones on his floor. Today, a few short years later. If its something I can't do myself or don't have the time for. I will drive pass 10 other bike shops to get to him. Because I know that when I get my bike back. Exactly what I needed done. Will be done. 

 

I hate the kind of service where you ask for a, b and c. Only to get your bike back and discover that only a and b were resolved. But you're still sitting with problem c. That's *** service. Listen to the customer. Right it down if you have to. 

 

-Would a labour only shop appeal to you?

 

Yes. On some level I prefer it. Especially considering how many of us just buy what we want online. Some bike shops look more like supermarkets these days. With employees who know more about the price of bikes than how bikes actually work. Workshops hidden in the back. With the main floor speckled with the very best of things you simply don't need. I dig seeing the bikes being worked on. But a small assortment of parts and accessories also helps.

 

-Would you trust a workshop not associated with a cycling brand?

 

Absolutely. Concept stores...meh. I can buy peanut butter at Checkers. I don't need Yum-Yum to open to open a shiny store so I can feel like I got my peanut butter at the right place.

[Patchelicious]

All I want is mechanical excellence. And for that I am prepared to pay a premium.

This x 1000

[Psyrax]

Honesty - What you can do or can't do. Too many mechanics/shops give k@k service because they can't do the job. In my business I tell my client if I can't do the job. Even if I lost that job and income I made certain my relationship is good for the future.

 

Under promise - over deliver. Even if its very small.

 

Communication, communication, communication. If a client ask something you dont know, find the answer and CALL BACK.

[solty]

Gently stroke my ego.

 

 

As well as many of the other good suggestions above.