thefatguy

I hope you guys don't view me as a troll but I'm going to maintain complete transparency here.

I'm in the process of opening a shop and looking for a little advice.

I've been in the industry for several years- have handled nearly every situation you can imagine. I was into cycling long before I was in the industry, so I know what it's like on the other end. I will readily admit that it's been long enough that my view is a little biased, so I want to know (from a consumer's POV) why you do or do not shop at your LBS.

Thank you for any wisdom you might share!

-Mike

BananaTugger

The good one is an hour's ride away.

seb1041

Prices.
Choices.

dmb2786

Genuinely care for your customers best interest over profit and you'll be the best bike shop I know. You will likely profit as a result.

Don't come off as an "elitist"

Machka 

Knowledge ... or rather, the lack of it.

tntyz

The one with the low prices has useless staff. The one with good staff has high prices. Can't believe it actually costs that much more to have knowledgeable and helpful staff.

dmb2786

+1 dont aswer a question you don't know the correct answer to.

sheddle

The owner's dog is annoying.

dmb2786

i like the dog

sheddle

You like walking sausages?

Joonstar

Mishandling customer parts. The shop I bought some expensive hed wheels dropped the rear on its hub just smiled shrugged and said 'oppsie'.

Another vote for elitist, a different shop blamed creaking problem on the fact that the wheel was made by ritchey (after I paid them to do a bike tune-up). Said if I had something made by a good company, the sound will go away.

FlashBazbo

My nearest LBSs (3 of them) are 50 miles away in three different directions. I've got the same complaint about each of the three -- their mechanics are horrible. I'm sure they can attach a seatpost, but they are (all three) incapable of properly adjusting a rear derailleur. My nearest (and the one I've done the most business with) always left my bike in worse shape than when I brought it in. I once was forced off the road, wrecking my rear derailleur and hanger. When my bike came back from the shop ($60 + parts), it shifted worse than when I brought it in (with the damage). I would be happy to spend good money on bike work IF the bike work was done correctly.

As it is, my LBS' mechanics drove me to invest in the Blue Book and a good selection of tools. I will never take my bike for service at an LBS again. I can do the work better and quicker and cheaper.

JayC

My favorite LBS that Ive used pretty much exclusively for the past several years is quickly falling out of favor with me. I dont know if its the bad economy or what but the last couple of times Ive been in there to have work done, he's ***** me. Overcharged me on labor and marked parts up on me even after giving me a quote on the parts before I told him to order them.

The way it plays out is I call him "How much is _________?" he tells me, I tell him to order whatever, take the bike up, he puts _________ on the bike and when I get ready to leave "How much did I tell you on that?" and when I tell him "Naaa... couldnt have been that cheap. Lets do $X.XX" which is always quite a bit more than what I was quoted.

I bought two pair of Time pedals that I could have gotten online for $99.00 each. He told me $115 a pair for them and I figured why not, throw him some business. Before I got out the door, they were $140 a set. Labor rates have also gone way up. He charged me $230.00 to build up a freaking bike. I almost fell out when I got that bill.

I know times are tough but I spent about $15 grand up there last year alone. I probably wont be going back. I really didnt want to go back last time but he gave me a good price on something I wanted only to jack the price up on me after the parts were already installed on the bike. I had to drive an hour each way to get there so its not like I was going to carry everything back in pieces.

dalava

Lack of choice is the biggest problem for me at the LBS. I usually shop both online and LBS. Even though I know online price will always be better, for certain things like clothing, I like to touch and feel it, and with the added benefit of instant gratification, that's the reason I still shop at LBS. But most of the LBS around here just don't stock enough stuff that I care.

I use to be involved in the business of high-end audio, and the bike retail business is kind of similar to that. You really have to laser focus on the clientele you are going after and maximize revenue from them, but it would take some time to earn their trust and business and you really have to invest both time and money up front. At least that's how some of the high-end audio shops are still in business. Try to be all things to all people is not the recipe for success in a niche market like this, I don't think.

My $0.02

Machka 

+1!! I've had a shop mishandle parts of my bicycle. Not impressed.


Another one is conning cyclists by exchanging more expensive parts for cheaper parts, or telling the cyclist that he/she needs a certain, very expensive, part when it wasn't needed after all.

sheddle

All of them near me are in strip malls in very busy areas, which makes test-riding a very, very unpleasant experience.

jamiewilson3

In all seriousness....

1) Hire the best mechanic you can find
1a) Promote and sell handbuilt wheels at a competitive price (street cred with seasoned cyclists & happy customers when their wheels dont suck)
2) Educate your staff as much as possible beyond sales rep sales pitches....make them read bikeforums, roadbikereview, slowtwitch, and weight weenies
3) Dont be condescending to people who buy online - it is the future of the biz like it or not
3a) #1 and #2 will build the business more than the stuff you sell - cultivate their loyalty and they will buy from you too
3b) Refer your web buying customers to a web deal every now and then when you cant compete even close - loyalty is repaid by most
4) Support all types of cyclists to the best of your ability (rec riders to racers)
5) When you have a really good relationship, dont be afraid to share your cost with the customer. If they want your shop to survive, they want you to make a healthy profit.

Countless others, but this is a good start. Most of these my shop does pretty well, which is why they are my shop.

Where are you opening up shop?

Treefox

I like the dog too.


But after trying to get my FD shifting sorted for hours, I finally gave in and took it to the shop (which I almost never do, unless I have coupons for free tune-ups and the like). Guy was really nice and tossed it on the stand straight away. Spent two hours on it while I dawdled about... and couldn't get it. Told me to bring it back the next day when 'the best mech in the DC area would be in' - so I did. He messed with it for like two hours... announced it fixed... and I took two pedal strokes before the chain sucked... I got it free, tried to shift, and over the big ring the chain went... two hours later... and nothing... but decided I ought to have a new FD. But they'd have to order it because I had an odd seat tube diameter. So three days later I brought it back, and left it for several days. Now it's different, but still doesn't work. So I'm going to get a new crankset (didn't like the compact anyway) and left shifter just to go scorched earth on the problem (have a spare chain lying around too). And I'm going to do all the work myself, regardless.

Fortunately I'm unemployed so I had the time to do this. But unfortunately I really don't have the money. At least I've found a good deal on a 105 crankset and a single left side Ultegra shifter (I'll have mismatched shifters, but meh).

I loved this bike shop (and was even planning to try to join their shop racing team), but now I think I'm going to start looking elsewhere.

Moral of the story: Have good mechanics who will never ever ever send a customer out saying 'it's fixed' only to have them not get ten feet before walking the bike back in the door.

</rant>

dmb2786

you're not in VA are you?

arterture

Both of the shops I go to have a couple guys each that I will strictly talk to. Every other employee I've dealt with has always been terribly pretentious. They may have been almost too knowledgeable, to a point where I think that they think I have no clue even though I do.

sheddle

Uh oh!

thefatguy

The shop will be in Ocala, FL (my hometown).


Keep it coming!!!

Thanks!

rooftest

The good one's an hour drive away from me. (with traffic)

Treefox

If you're ever in the DC area, visit the Bicycle Pro Shop and Cycle Life - both in Georgetown, for what I feel are two aesthetically marvelous shops - though in very different ways.

sharkey00

My shop has knowledgeable mechanics and someone who knows little to nothing out front on the register. The past few times I have been in there I have talked to the front end person who could not answer my question. So they went "in the back" (it is an open space) and asked the mechanic. They give the front end guy the answer (which I can hear) and the front end guy does his best job at telephone. Eventually the mechanic always comes out in the end. If you keep staff with limited bike knowledge and someone with a tough question just get the friggin mechanic.

Also, no pushing what I don't want because it is what you have in stock. In my more naive cycling days I got suckered into this. I still have those tires and they still piss me off.

An interesting idea might be to cater to internet shoppers. Have people ship their ebay stuff directly to you for installation, inspection, ect. Charge them 20 bucks to tell them if the bike is a good deal or to find them a bike in their price range and size.