Road Cycling - The perfect bike shop

I am thinking of opening a shop of my own. What would make the perfect shop to you?

I am thinking of opening a shop of my own. What would make the perfect shop to you?

First and foremost, a knowledgable sales staff and excellent mechanics. That must be buttressed by an enticing presentation of your wares. It shouldn't be so cluttered that customers can't walk up to and touch any bike, nor should it be so bare that customers can't tell what business you are in!

Feng shui goes a long way towards luring customers off the street.

Oh, yes, and location, location, location.

Have enough capital that you can carry inventory to let the customer take the bike home. Nothing turns off customers faster than "I'll have to order it"...and I am talking the average bike...$500 ish MTB, $1,200-1,500 road bike, hybrids, comforts, etc...better bikes, bikes over $2,500, you cannot afford to carry, in a shop, a huge inventory.

Have accessories, like 2-3 pedal lines, 2-3 shoe lines, 2-3 manufacturers for clothing. A couple to three helmet lines.

a good parts inventory so that you can repair and get the bike back to the customer quickly. Having a bike out of commission for a week or two for a part you should have had in stock does not make customer's happy.

But all that takes capital...

Knowledge...that's what I like. Then, I'll ask for decent pricing (not expecting you to beat the net but be at least close) maybe discount cards for frequent customers, etc.

The other thing I feel is very important: NOT complaining that "this town sucks" or "I owe X amount of $$$" or "The people that buy online are a bunch of $%^^&&*"

PJ

I am thinking of opening a shop of my own. What would make the perfect shop to you?

Topless sales staff and free coffee. :D

But seriously, quality sales staff and community involvement is very important to me. I don't mind paying for great service, which is very hard to find these days.

I think that one of the best qualities of a good shop is a low pressure atmosphere. on the weekends, one of my favorite shops turns from a chill type of place to a madhouse...and there are like 6 salespeople working...its a bit hectic, with everyone trying to give you what you want...

I am thinking of opening a shop of my own. What would make the perfect shop to you?

Someone with a million dollars startup money so it would take longer for them to go broke!

Someone with a million dollars startup money so it would take longer for them to go broke!

OUCH! :)

Owners who bike.
Owners who work with you.
Good prices.
Owners who can get what you need.
Good mechanic.
Relaxed environment - OLN on the TV, seats, cookies.
Enthusiasm.

Get all these and you don't need location - people will come to you from anywhere.

I am thinking of opening a shop of my own. What would make the perfect shop to you?

One thing I have always wanted to see in a LBS is a demo program. The high dollar, personal taste items like pedals, seats, boutique wheels. You rent for a couple days and if you like 'em, you deduct the rental fee from the purchase price. It could help you turn a lot of inventory. And when your done with the rental items, sell 'em on Ebay.

Everyone thanks for the feedback. I have found most of the bike shops in my area to be so-so, when I open my own I want it to be a place you want to hang out at. keep the ideas coming.
Todd

Oh, yes, and location, location, location.

....AND, equally as important.... parking,
parking, parking...

....AND, equally as important.... parking,
parking, parking...

By that, you do mean bike racks, right?..

Back to the original question: a staff and mgmt that is truly enthusiastic about getting people onto bikes and shows the same respect to someone who's got a limited budget but really wants to get on 2 wheels as to someone who'll spend as much as it takes to get the fancy stuff.

And I don't know how affluent a town or section of town you'll be in, but most likely you'll need your staff trained to calmly and clearly explain why bike stuff costs as much as it does. Even people with a bunch of money often think of bikes as toys and will be shocked that your simplest bike seems noncompetitive w/department stores.. You've got to be ready to deal with these people and explain yourself over and over without getting defensive and frustrated.

Also a non-condescending attitude to people with cheapo old beat-up bikes. Down here, those are the primary or only transportation for some people. Many of them will be very, er, thrifty when getting these bikes fixed. If you explain to them the importance of your work to their safety and to the lifespan of their bikes, many will be happier about spending the money and they'll think of you first when they're ready to spring for a nicer bike.

I like the demo program idea suggested by MtnMan, too, especially as someone who's always ridden homemade/recycled bikes and is just getting into the fancy stuff. I would definitely pay full retail for equipment from someone who let me try it out first..

Good luck.
y.

By that, you do mean bike racks, right?.. y.

..... :eek: More than 9 out of 10 customers frequenting bike shops will do so by car.....

George

Have every road bike professionally fitted! This means taking all the necessary measurements and asking many questions. At least one person at the shop should be trained in this. Changing out stems or adding spacers to make the bike fit should be done at a nominal charge. DO NOT fob off an ill-fitting frame to clear inventory! You need a few lust bikes to lure in drooling customers, but be able to accomodate cyclists on a budget with high quality/ high value lines like Fuji or Raleigh. Be seen and be active in the local biking scene...or create your own if necessary.

Everyone thanks for the feedback. I have found most of the bike shops in my area to be so-so, when I open my own I want it to be a place you want to hang out at. keep the ideas coming.
Todd


i'd have to go along with everything everyone has said already. especially that comment about having a TV on with cycling...even if it's just a DVD. i always like to hang out in bike shops, for some reason, they just feel like home to me.

are you in N. california? if you're around berkeley, you should check out momovelo (http://momovelo.com). they're a great little shop and the owner is super friendly and knowledgible. they're not a typical roadie shop as they sell more custom, high-zoot "city bikes." it's a great little place, that seems to be run more out of a labor of love than for profit.

I agree with what a few of your repliers said. "having merchandise on the floor" People want to touch, feel, ride etc. and then they want to take it home and not wait.(you can buy a gun and have it quicker than a bike) Otherwise they could just order from the the maker direct. Also as other stated, product knowledge, I hate when the salesperson is looking at comisssions and not what you are looking for, and he doesnt know a thing about the product other than the comission he will make. Also people like to buy accessories, such as jerseys, bibs, helmets, gloves, bottles , cages etc. with their bike make, such as Bianchi, Trek, Cannondale etc. I have found one Bianchi dealer in my area, he does have some Bianchi bicycles and gear, but not a lot. Several Bianchi dealers in my area do not have one Bianchi in their stores, but they do have a sign saying authorized Bianchi Dealer, grrrrrrrrr I can order my stuff from Bianchi USA the same place they get their items if I wanted to order... So my answers are "In stock merchandise and product knowledge and no pushy sales persons"
Good Luck

My suggestion to you would to own the building you plan to open your bike shop in, or obtain an excellent lease rate. I have seen many good bike shops fold due to high rent and low bike sales. What city and state are you considering to start a bike shop? As mentioned above location is key, but if you live where it snows during the winter months you may want to consider a cross-sport approach (ie: ski shop in the winter).
Good luck!

Be as fair with your pricing of accessories and parts ($7.99 for a velcro strap???) as you are with the bikes.

55/Rad

Be as fair with your pricing of accessories and parts ($7.99 for a velcro strap???) as you are with the bikes.

55/Rad


SERIOUSLY i had to pay $5.00 for a simple road brake cable once...and the kid working there didn't even know what i was talking about!

in a word Service.
Treat every customer as if they were either long
time friends or someone who has dropped serious
cash in the store, even if all they bought was some
$5.00 part.
example. New shop opens in town (affiliate of a VERY
good shop about 25 miles from house), 2 trips to store and they know my name. 3rd trip they offer coffee.
They take time to listen to customers, all of them and
are not pushy. Sure my purchases haven't been huge
(yet) but they Will get my next big ticket item, probably
a new bike, custom frame campy 10 speed.

Marty

It might not be realistic to have everything you'd like to have on your floor on your floor, but have a good ordering system where you don't leave the customer hanging. Don't ask the customer to pick up freight on a special order unless they want it rushed. It'll eat into your already small margin a bit, but that customer will come back if they get what they want for the same price as if they took it right off of the floor. I worked for a shop that sucked at ordering stuff. Orders were only done one day a week, on Monday, and if you ordered something on Tuesday the order wasn't placed with the vendor until the next week. If your ordering service is good, you don't have to have a massive inventory. In a world with mailorders taking under a week from order to arrival, you've got to be fast.

support amature racing. Have a race team. Promote racing. Have a good updated web site.

I am thinking of opening a shop of my own. What would make the perfect shop to you?
I was recently turned off by a remark made by an employee at my LBS. I just spent $550 for my wife's Trek 4900, got home, and realized there were no front or rear reflectors. I went back to the shop the following weekend, asking for the reflectors. The guy looked at me and said "real mountain bikers don't use reflectors". I replied "I just spent $550 for this and want the reflectors that should have come with the bike". LBS employee responded "I have a $3,000 bike that doesn't have reflectors". Needless to say, I got very angry. I got my reflectors anyway, and have since boycotted that shop. I called the owner of the shop to express my frustration, she was very apologetic, but they've lost my business forever.

Commuter and utility cyclist merchandise!!! I know this is in the road bike thread, but I'm sayin' it anyway.

[QUOTE=ehenz]Topless sales staff and free coffee. :D

You like boys, that much, e? You know that a rare woman works a bike shop, though a few have been known to staff the Ohio City Bicycle Coop. Personally, i think bboys are a bit scrawny for the topless routine, though cleveland guys do tend to be chubby.

on2, the problem is that any shop is liable to end up with a jerkoff working for them. Interviews only do so much. Now, the problems start when that sort of attitude permeates the place. But I wouldn't let one asshat ruin a shop for me. I'd talk to the owner in person and let them know that this comment was made.

I think bike shops are really one of the toughest retail establishments to hire for. Along with the nearly infinite knowledge people want as customers too often comes a sense of omniscience. It's hard to find someone that knows their stuff really well and can keep any elitist comments out of their dialogue. You don't often get the best of both worlds with individual shop employees, but you do get it with a shop on the whole once in a while.

I think bike shops are really one of the toughest retail establishments to hire for. Along with the nearly infinite knowledge people want as customers too often comes a sense of omniscience. It's hard to find someone that knows their stuff really well and can keep any elitist comments out of their dialogue.

There's a big difference between omniscience/elitism and being an ass about something the customer wants. If I ask a bike shop employee whether I should go with Campy or Shimano on a new bike, I expect to get a crapload of info about each and expect the employee to sound a bit pedantic. But if I say I want Campy and he says that it's a dumb idea because "real cyclists don't ride Campy" or because he rides Shimano on his $3000 bike, I'm really not going to ever want to deal with him again. (Or substitute Shimano for Campy and vice versa above; I'm not trying to start that old argument again)

When I bought my LeMond Zurich, the salesguy/manager asked if I wanted them to throw a cage on while it was being tuned. I said "why not." Didn't ask for a water bottle, but they stuck one of their logo bottles in the cage. I thought "nice touch," until I got in the car, looked at the invoice and saw he not only charged me for the cage (fair enough) but also charged me SIX BUCKS for a water bottle-I didn't ask for. And this after I just laid down $1500 for a bike. Pretty lame nickle and diming.

Haven't been back.

I don't use the water bottle.

[QUOTE=ehenz]Topless sales staff and free coffee. :D

You like boys, that much, e? You know that a rare woman works a bike shop, though a few have been known to staff the Ohio City Bicycle Coop. Personally, i think bboys are a bit scrawny for the topless routine, though cleveland guys do tend to be chubby.

I was hoping for topless women, but I would not be offended by topless men.

I have yet to check out the new digs for OCBC, how are they?

I was hoping for topless women, but I would not be offended by topless men.

I have yet to check out the new digs for OCBC, how are they?

The new local is sweet, if you are not scared of grid bridges or the rough roads of the flats. I am looking forward to the summer, we've got the best view, we just need some bike-boats or kayaks. It is amazing what with the huge ships, the water, the skyline, the pollution.

in a word Service.
Treat every customer as if they were either long
time friends or someone who has dropped serious
cash in the store, even if all they bought was some
$5.00 part.
example. New shop opens in town (affiliate of a VERY
good shop about 25 miles from house), 2 trips to store and they know my name. 3rd trip they offer coffee.
They take time to listen to customers, all of them and
are not pushy. Sure my purchases haven't been huge
(yet) but they Will get my next big ticket item, probably
a new bike, custom frame campy 10 speed.

Marty

I second this, whole heartedly.

The guys and owner at my fave LBS know both me and my husband by sight and name; they have treated my like a fellow cyclist, rather than an fat lady (of "a certain age") who couldn't POSSIBLY ride a bike anywhere (and thus would be unworthy of their attention). I have had this unpleasant experience of "not beind worthy" in a local "roadie" store.

They treat me well, and don't take advantage of me on labor costs due to the fact that I know very little about a bike other than I have to keep it maintained and I gotta lube the chain weekly. They do what I ask them to do, unless it is not necessary, and then they will tell me so--and I save money! I have flat-out told the owner that I want to give business to him, just about any way I can.

As a result I am willing to let them order stuff for me: I can wait--I like these guys. I realize they have to make a living and do not begrudge them the money made off my transations. I have purchased stuff from a bottle cage to shorts to saddles to my present bike from them. If I ever buy a new bike, I will buy it from them--even if they have to special order it for me.

Service, GOOD service, makes me a whole lot more willing to advertise for them, both by word-of-mouth and carrying items with their logo on it (which I normally detest).

Service cannot make everything good, but it can definitely smooth over the bad.

There are three things that I wholeheartedly agree on that have already been mentioned:

1) Capital - OWN the building if possible, have a couple of LUST bikes in there, and plenty of 'everyday' parts - chains, tubes, etc.
2) Customer Service - the one thing that makes someone buy from any local business over and over is the ability to feel WELCOME when they walk in - not like a cheapskate, a moocher, a know-it-all, or a get-em-in-get-em-out. Make everyone feel like they 'fit in'. Make sure your employees do the same...if they don't, warn em'...they keep on, fire em'.
3) Good Policies - order as quick as you can, PAY your vendors as quick as you can. Set standards/guidelines for discounts. And don't VARY...just 'cause the local racer comes in once a month doesn't mean he needs special treatment (unless he just spends GOBS once a month). Have nice, consistent signage: have ONE logo and USE it over and over on everything...a good design will become familiar with your customers. Look at Schwinn - the "star" logo is recognized everywhere...same with Gary Fisher, Kona, Mavic etc. DON"T EVER BAD-MOUTH anyone...not matter how much they **** you out of, DON'T!!! There are courts for things like this.

One last bit of advice - don't be afraid to buy internet...some of the deals you can get by just buying MORE than one like most of their customers may get you a better deal...remember...most of the time, they're alot like you - small, but fortunate enough to have a few connections and some change in their pocket...

...I got my reflectors anyway, and have since boycotted that shop. I called the owner of the shop to express my frustration, she was very apologetic, but they've lost my business forever.

If she was very apologetic and it was not her fault, why boycott that bike shop forever? Sounds like a shop owner concerned with its customers. It was just one employee -- just avoid that guy next time. No need to take things so hard eh?

don't wish to put a damper on enthusiasm, but I would suggest doing some research on the business of bike shops before you dive in.

Particularly, how many bike shops fold within a year, for example? Just to get a good idea of the statistics you're up against. If you can talk to a bike shop owner (from somewhere else you won't be competing against), this would be a good way to understand the difficulties.

also, try to estimate your store traffic -- how many people would see your store, or rely on it. would word of mouth be your store's way of advertising? and what groups are in your area that would help you do this if you were discovered to be a good reputable shop?

wish you good luck!

Here in San Juan, there is two LBS, one of them have very low prices, almos like net prices, but, the employees are the most arrogant a__holes in the planet. The other one, have normal prices, a bit higher than the first one, but the employees are the coolest dudes, very friendly, knows about bikes and have the best mechanic in town.

Which store i preferred, the sencond one, because I ask them a tons of question and recomendations, and they help me thru every decision. Also, becuase they remeber my face :) they give me 10% in cash sales.

As "OneTinSloth said "they just feel like home to me." I like to feel like im talking to a cyclist/friend than a Armstrong-Wanna-Be sales person.

My two cents :D

Good luck!

good service and choice of products has to be top of the list- I have given up on the lbs and buy parts on e-bay and do my own repairs.. I have not found an lbs that I really feel totally happy with. When I go in looking for something I feel that I either come out of the shop with something different or I have to order and wait for weeks. I have never found a bike shop that you can just browse the products easily like in the supermarket. If for example I want to buy a fork I either go in with a specific request, they dont have it, then I order and if I´m lucky I get it within a few weeks or I just sort of take whatever they have lying about in the store room which is not what I had in mind at all. A list of products and services with info like many computer-parts shops produce would be a big help.

Maybe I am just over-sensitive but I often get the feeling like the staff in bike shops are not particularly helpful and treat you like an idiot. Ok I may not know the difference between a bottom bracket and a headset but there is a way to communicate with customers without making them feel stupid. Interpersonal skills are important.

I am thinking of opening a shop of my own. What would make the perfect shop to you?

The perfect bicycle shop would have a marketing plan that fits the neighborhood. I think that bicycle shops are going to have a hard time for at least the next several years. Here's why:

1. Where are the new riders going to come from? When I was a boy, we used our bicycles for daily transportation and rode everywhere. Today, we live in subdivisions that are more spread out. Connecting roads are less safe for adolescents to ride on and parents feel that allowing their kids to travel anywhere without adult supervision is dangerous. Kids today don't feel they need bikes and parents can think of lots of other things to buy for their kids.

2. Bike shops face marketing pressures from both ends. Department stores and stores like Sports Authority are gradually taking an ever larger share of the low end market. Internet marketers are making ever greater inroads into the upper end of the market. You will always be at a big price disadvantage competing with either.

3. The internet deserves a special mention because it's getting to be progressively more important. Internet sales are very price sensitive because their competitor's prices are a mouse click away so you'll never be able to compete on price. Internet dealers, with their larger sales volume, can afford to stock a wider range of products than most brick and morter stores can so you'll never be able to compete on product offerings. Because they can stock more product, they will often out perform a brick and morter store timewise on getting the product to the customer.

An interesting facet of internet sales has to do with sales tax. My town has an 8% sales tax rate that internet customers generally don't have to pay. Sales tax only applies if a business has a location within that state so the local law benefits businesses that are located elsewhere to the detriment of businesses that pay local taxes. Stupid, huh?

4. That leaves service. Most of the repair business is low end and department store bikes. If they require very much time or replacement parts you are going to have trouble because a brand new department store replacement bike might only cost $100.00. The majority of enthuiasts who have nicer bikes prefer to do their own work.

Other services you can provide are sizing for bikes, clothing and shoes. The more time that you spend doing that the more you have to charge for your products to cover your labor. Be prepared for the people who will try on shoes in your store and then buy the product via internet. The ultimate was a guy who had me install cleats on the shoes, then bought a replacement pair on the internet and wanted me to refund my sale price on the shoes that he bought from somebody else.

All of the ideas that people have mentioned are things that would be nice to do, but that won't do anything directly to pay the rent. Hanging out at the bike store can be fun to do, but the staff that's chatting you up probably isn't doing the kind of work that contributes to the bottom line.

You need a business plan that will address each of the issues that I've mentioned above. Otherwise you'd be better off taking your investment money and using it to buy yourself a nice bike and riding it every single day until your money runs out. That beats working in the bike store for 10 or 12 hours every single day until the money runs out.

Would be nice if they all had a small area where there was coffee avilable, even munchies? and maybe a few chairs and table to sit around while drinking. Could scatter a few bike magazines around the table, advertisment, etc. :)

LOW PRICES! and open it near downtown dallas. maybe try to merge in with white rock cycle. some ex racer named kevin runs it. he's weird.. but for some reason i like 'im!

Would be nice if they all had a small area where there was coffee avilable, even munchies? and maybe a few chairs and table to sit around while drinking. Could scatter a few bike magazines around the table, advertisment, etc. :)
this thread has qite a few good ideas, but then again in the same thread I read where guys just like hanging out, it feels like home, and then this post is what really gets me on the obsession part and from reading ClevelandGuy is serious in his reply.

Hey sorry that I haven't posted a thank you to all of you who replied. Due to my job I travel alot.(Which sucks big time, because it screws with riding.)
One of the things that I have thought of doing(do to my wanting to tinker) is if I open a shop, I would build custom frames in shop for customers. Is this something that would draw you? If you could purchase a custom, ti, aluminum, or steel bike?
I know everyone says to have a wide range of selection, but if the ability to have a bike built just for you(at a comparable to off the shelf price) were available would you buy one?
Also my big thing is if I open(it looks like a good possibility, I have put in for some SB grants and loans) I want a store people hang out in, couches, and vids on the TV, and yes I would have tour coverage during the summer, plus snacks.

I think the frame building would be very cool. An LBS of mine also puts on free clinics every monday night in the summer with topics such as for example, Hill Climbing, Nutrition ect... Usually run by coaches or otherwise profesional people. Also having a professional bike fitting service is good (perhaps this has been already mensioned)

Strip malls are probably the WORST places for a bike shop. I used to be a shop mechanic at a bike business (now defunct) that had five locations, three of them in strip malls. Bad business decision, although this company was very good at making bad decisions and got so big-headed that they wouldn't listen to anyone else. Well, look where they're at now!

Anyway, bicycles can't really be test-ridden in a crowded parking lot safely. The shop itself seems lost in the maze of other businesses in a strip mall vs a quaint row of shops in Main Street USA. Who wants to hang out in a strip mall anyway, unless you're getting your hair done, where you don't have a choice in the matter!

I'll have to disagree with Retrogrough who said that the majority of enthuiasts who have nicer bikes prefer to do thier own work. The majority of cyclists in my club have the work done for them either in a bike shop or they have a knowledgable friend do the work.

Either they don't have the proper tools (which can be very specialized and expensive) or the mechanical ability. Many of them simply don't have the time or the desire to do thier own work for various reasons (don't want to get dirty, afraid they'll screw it up, etc.).

I was recently turned off by a remark made by an employee at my LBS. I just spent $550 for my wife's Trek 4900, got home, and realized there were no front or rear reflectors. I went back to the shop the following weekend, asking for the reflectors. The guy looked at me and said "real mountain bikers don't use reflectors". I replied "I just spent $550 for this and want the reflectors that should have come with the bike". LBS employee responded "I have a $3,000 bike that doesn't have reflectors". Needless to say, I got very angry. I got my reflectors anyway, and have since boycotted that shop. I called the owner of the shop to express my frustration, she was very apologetic, but they've lost my business forever.

I think it's illegal to sell a bike without them, at least here in Mass.

On the bike shop -

Knowledgeable staff
Friendly staff
Good assortment of inventory
Competitive pricing

I will say this: There are several LBS near me, and their knowledge level isn't that deep and their prices unacceptably high. I don't have unlimited resources, so I do my own research and buy most of my stuff online. The last trip to the LBS was typical - sold me rim tape that was too narrow, and 2 flats later, I figured it out on my own through reading on the web that I needed a wider tape. So - I wasted gas going to my LBS, bought the wrong tape for 60% more than I found it online, and wasted 2 tubes that the LBS sells for $6 each whcih I could have bought for what - $4 online? Wouldn't have needed the tubes anyways if they sold me the right rim tape. Add to that Perfomance 20% discount codes and 10% Team Perfomance discount PLUS 2 day air shipping for the price of ground, no sales tax .....

Because of the difficulties in competing with online prices, I would focus on every advantage that you have over websites. Mainly this has to do with customer service. And I like the idea of creating a lounge-type of enviornment where people can hang out and develop loyalty, etc. Building custom frames is also a good idea, but it depends on your target market. Someone interested in a $700 bike would obviously be intimidated. I would also have generous return policies and figure out a way for people to try "comfort" items such as saddles, gloves, etc.

Around here there are yearly inventory taxes(greedy sonsa b politition lieing grumblehttp://www.cripplefight.com/smileys/mumble.gif) but a big inventory is nice. you can get around that by owning a "warehouse" that is attached to the shop as warehouses don't have to pay inventory tax. and don't use all purpose sales people use road bikers for road stuff and mtbers for mtb and CX for CX they should all have a little bit of knowlege in the other areas but mostly focus on one. if you don't need 3 sales during slow hours and the mechanic is say into mtbs then employ the road salesmen as he can ask the mechanic about mtb. And honest sales folk that take the time to find the right answer rather than making stuff up or guessing will bring back customers, dishonest ones will sell more one time then give the customer their money back in a day or three when they come back unhappy. Oh and over in the womens forum I noticed someone mention bike shops as sleazy because they tend to treat women riders as 2nd class or stupid or frilly and unmechanical(ok so a lot of women do their part to reenforce this; 'Gee can you change my tire for me? I just don't think I can do it.' but still everyone deserves a level playing field) tell your sales folk not to do this, treat them the same as any dude.