Taking over the bike shop...

[Andy in Germany]

They both look really good, you know. Chapeau xxx

Thank you. I'm still getting some passive pushback so it's good to know the bikes we're making at least look decent...

 

[HobbesOnTour]

it's good to know I can make a bike almost from scratch

Kudos!

I've not held back on new parts this time because I want to see if we can recoup the costs and make a profit.

I'd imagine that this is part of the learning curve for you and the store. You have to test out different methods to see what works the best.
Of course, "best" can mean different things to different people. It might be profitability, speed of turnaround, level of customer satisfaction/complaints, learning of clients etc.
To go back a bit to your idea of one type of bike on display and another ready for sale do you have the resources/space for two versions of each type of bike - one with new components, one with used and both priced accordingly?

I'm still getting some passive pushback

In the interests of the bigger picture ..... What kind of pushback and from where?

 

[Andy in Germany]

I'd imagine that this is part of the learning curve for you and the store. You have to test out different methods to see what works the best.
Of course, "best" can mean different things to different people. It might be profitability, speed of turnaround, level of customer satisfaction/complaints, learning of clients etc.

Exactly, I think I've been pricing bikes too low, and also I want to supply good bikes that can get a lot of use and people will want to ride, and also which my clients feel proud of selling.

Yesterday I finally did something I've been thinking about for a long time; when I was asked to reduce a price I simply said that the item was repaired by one of my clients and I felt it would be undervaluing their work. This was acceptable to the customer who then paid the full price

One of the things I learned working in youth theatre is that the best results come when people end up doing stuff confidently that they didn't think they were capable of, and I'm trying to figure out how to achieve this in this area.

The tension between profitability, speed, customers and clients is always going to be tricky, I suspect it will be like steering: constant corrections required.

To go back a bit to your idea of one type of bike on display and another ready for sale do you have the resources/space for two versions of each type of bike - one with new components, one with used and both priced accordingly?


In the interests of the bigger picture ..... What kind of pushback and from where?

A few people are sceptical, including some of the staff; there's a healthy tension between providing things that cost more but are good quality, and allowing some compromise to keep prices down for people who need it. It's become accepted that the electrical department won't sell anything that doesn't work, but the clients who have now left were happy to sell bikes with dodgy brakes and/or gears/lights et c for high prices. I think some of the staff still don't realise how awful those bikes were so they think I'm being too careful; certainly some of the bikes that went out while I was on holiday looked pretty dodgy to me...

 

[DRM]

Perhaps, if it’s possible, you could have price labels that say something along the lines of
”Refurbished by name
Quality Checked by name
Price €”
you could also have a job sheet that goes with the bike, that shows what’s been done, with a PDI list too,
could just be first names for privacy, but it may help the clients take ownership of the job and, reinforce some pride in what they’re trying to do, and customers can see it’s not just a second hand bike in Germany’s equivalent to Cash Converters, but a quality item, that is going to serve them well

 

[Tail End Charlie]

For some reason this thread had completely passed me by, which is a shame. I've read most of the posts and have found it the most uplifting and feel good thread I've ever read on cyclechat.
There's loads of good advice (I only wish I could think of something to add), but will read avidly in the future.

Well done, take a bow @Andy in Germany people like you make the world a better place.

 

[HobbesOnTour]

I want to supply good bikes that can get a lot of use and people will want to ride, and also which my clients feel proud of selling

I'd suggest playing around with that phrase (to make it work in that most sexy of languages, German), printing it out and sticking it somewhere really obvious.
Maybe include it on price tags and any internal forms etc.
To go all "Management Speak" for a moment, that is your mission statement - what drives and focuses all effort and decisions.*

Then live it.
Praise the work of the clients and show how their effort meets the criteria (that new chain means the bike is good for 2000km etc.).
To go back to an idea from way before (the social network of bike customers) ask people to send in a photo of their bike in use, far away, whatever. Print them out for display and match it to the mechanic(s) involved. Over time there's a a literal picture of success.

* I am assuming that this is inline with the overall objectives of the store and your management.

when I was asked to reduce a price I simply said that the item was repaired by one of my clients and I felt it would be undervaluing their work.

That's pretty much the perfect answer. You might need some more arrows like this in your quiver (for example when someone just doesn't have the €) but with experience they will come. For customers as well as clients.

the best results come when people end up doing stuff confidently that they didn't think they were capable of

That's very true.

I'm trying to figure out how to achieve this in this area.

In the technical arena it will be more complicated and will vary from person to person.
Not impossible, just complicated.
I wonder if your experience of theatre could help create a type of roleplay when a client does a rush job or cuts corners? It might be a fun way of getting some points across.

I suspect it will be like steering: constant corrections required.

Most likely

A few people are sceptical, including some of the staff

Some people are always sceptical.
I'd imagine the trick is to figure out of there's any truth to that scepticism (for example you have said you thought that maybe you were selling at too low a price) but the most important part is to listen to those you need to listen to and block out the rest.
Sometimes a "and what would you do?" can be informative or just expose the cynicism.

You're on a journey and the last thing you need is a load of different voices in your head arguing over every decision, big and small.

certainly some of the bikes that went out while I was on holiday looked pretty dodgy to me...

That will be something that needs to be looked at for the future.
Was it discussed in your recent management meeting? There's an aspect of covering your ass to be sure, but there's also laying out how the system may not be working properly and asking for help in improving it.

You haven't said if you're moving and will have more space?

By the way, if you haven't done it for a while maybe go back to the start of this thread and read where you started from. I think it'll be good for the soul.
You're now talking about "steering" or microcorrections whereas before you were leaping the Grand Canyon, Evil Kenieval-like into the unknown.

To paraphrase yourself, you appear to be doing things with a whole lot more confidence.

Well done, and as always, the best of luck!

 

[Andy in Germany]

Perhaps, if it’s possible, you could have price labels that say something along the lines of
”Refurbished by name
Quality Checked by name
Price €”

Hi @DRM. I already have that because we were having serious quality issues, or rather lack of quality issues, so each bike has the name of the person who checked it and the person who did the quality control, in practice the last one is always me; both of these are in the plastic sleeve that also contains the price. I brought that in and made sure the sales staff didn't sell any bikes I hadn't checked first.

you could also have a job sheet that goes with the bike, that shows what’s been done, with a PDI list too,
could just be first names for privacy, but it may help the clients take ownership of the job and, reinforce some pride in what they’re trying to do, and customers can see it’s not just a second hand bike in Germany’s equivalent to Cash Converters, but a quality item, that is going to serve them well

Funny you should say this as I'm working on that today. I already have a basic list of sorts but I basically threw it together in the first weeks so everyone was doing the same. Thankfully the very kind people at Reycke 'y' Byke in Newcastle sent a copy of their list which is far better put together, and this afternoon Elder Son and I will be translating it into German. Elder Son is not only a qualified bike mechanic in Germany; like three of our four kids he doesn't have a "first" language but speaks English and German with ease* so we will be able to get a pretty accurate translation which I can then reformat onto an A5 sheet of paper to go into the price sleeve. I'll test it out next week.

*The fourth is the same but with Japanese as well. It's very unfair.

 

[Andy in Germany]

For some reason this thread had completely passed me by, which is a shame. I've read most of the posts and have found it the most uplifting and feel good thread I've ever read on cyclechat.
There's loads of good advice (I only wish I could think of something to add), but will read avidly in the future.

Well done, take a bow @Andy in Germany people like you make the world a better place.

Thank you, I really appreciate the encouragement. I'm fortunate to be in a job I love but it can get a bit stressful...

 

[Jameshow]

Jeep up the work tour an inspiration!

I know how difficult it is to run a simalar project!

Perhaps you could have a five point check on the back of the price ticket?

Frame
Wheels
brakes
drive train
Contact points.

Work done by y
Checked by x

Do you do customers bikes repairs?

We have a bike charity who don't touch the public's bikes, which to low paid locals is a pain in the....

There isn't a another bike shop near by except a big "4x4" chain store and a bespoke steel builder.

So when a local needs a bike fixing or bike parts the local bike shop shows them the door!

 

[Andy in Germany]

I'd suggest playing around with that phrase (to make it work in that most sexy of languages, German), printing it out and sticking it somewhere really obvious.
Maybe include it on price tags and any internal forms etc.
To go all "Management Speak" for a moment, that is your mission statement - what drives and focuses all effort and decisions.*

It will take a while to be in a position where I can get something like this "official" but I can certainly stick it up in the bike workshop.

It will probably involve three words and 37 exclamation marks...

Praise the work of the clients and show how their effort meets the criteria (that new chain means the bike is good for 2000km etc.).
To go back to an idea from way before (the social network of bike customers) ask people to send in a photo of their bike in use, far away, whatever. Print them out for display and match it to the mechanic(s) involved. Over time there's a a literal picture of success.

I think I was somewhat hamstrung in the first months by not really knowing what was expected and my usual desire to get it "right". This wasn't working so over the holidays I decided I was going to be myself and do the same as I did in the youth theatre and workshops with people with disabilities. Part of that is actively seeking points to encourage and for my client(s) to excel, and things are working much better.

In the technical arena it will be more complicated and will vary from person to person.
Not impossible, just complicated.

Indeed, but that's my job, really, when you take away the 'extras' like the shop. This is the tension: the training team see the shop as a way to train the clients, whereas the shop management team primarily see the need to keep the shop running. Both are valid and we have to constantly adjust to get the balance correct.

Some people are always sceptical.
I'd imagine the trick is to figure out of there's any truth to that scepticism (for example you have said you thought that maybe you were selling at too low a price) but the most important part is to listen to those you need to listen to and block out the rest.
Sometimes a "and what would you do?" can be informative or just expose the cynicism.

You're on a journey and the last thing you need is a load of different voices in your head arguing over every decision, big and small.

I think it's simply that this is change and I need to show that it works: If the management staff see that the bikes are selling, they will be happy, and as said above, that's good: it's their job to keep us social workers on track.

You haven't said if you're moving and will have more space?

Don't know, but we've been allowed to make some alterations to the workshop which will cost money so I'm guessing it will be next year at the earliest.

Thanks again for the encouragement and the questions; it helps me stay on track.

 

[Andy in Germany]

Perhaps you could have a five point check on the back of the price ticket?

Frame
Wheels
brakes
drive train
Contact points.

Work done by y
Checked by x

Already done to some extent; version 2 is in the works.

Do you do customers bikes repairs?

We have a bike charity who don't touch the public's bikes, which to low paid locals is a pain in the....

There isn't a another bike shop near by except a big "4x4" chain store and a bespoke steel builder.

So when a local needs a bike fixing or bike parts the local bike shop shows them the door!

This is a bit of a problem at the moment; we aren't supposed to at the moment until we have things up and running but with 60-odd clients, all long term unemployed, living from income support, and often using bikes a transport, there's always pressure to "just look at this for me". Some in particular have learning difficulties & simply don't understand why we don't just drop what we're doing to help them: after all, they work here too, and fixing bikes is our job, right? I had one being polite but extremely persistent yesterday, and I'm always aware they are genuinely vulnerable adults.
At the moment I have to refer them to the manager(s) who make the decision based on how long I think it will take. This is a cumbersome as it sounds, but the previous mechanic ran the workshop like it was his private business, to the extent of bringing bikes in and out through the fire exit around the back of the building (!) so the managers want to know exactly what is happening.
It also means I'm not overwhelmed because clients will often decide it isn't that much trouble when they have to talk to their boss to get what they want.
Eventually the plan is to start repairing again, but we really need to clear space in the bike store, get the parts storage much better organised, and make sure we have the experience to deal with things as they come in.

 

[Andy in Germany]

Just spent a fun couple of hours with Elder Son translating the Recyke 'y' Bike checklist and altering it for our needs. This is going to give my clients a shock...

Notice usual scrawl and multiple scribblings...

 

[DRM]

Hi @DRM. I already have that because we were having serious quality issues, or rather lack of quality issues, so each bike has the name of the person who checked it and the person who did the quality control, in practice the last one is always me; both of these are in the plastic sleeve that also contains the price. I brought that in and made sure the sales staff didn't sell any bikes I hadn't checked first.



Funny you should say this as I'm working on that today. I already have a basic list of sorts but I basically threw it together in the first weeks so everyone was doing the same. Thankfully the very kind people at Reycke 'y' Byke in Newcastle sent a copy of their list which is far better put together, and this afternoon Elder Son and I will be translating it into German. Elder Son is not only a qualified bike mechanic in Germany; like three of our four kids he doesn't have a "first" language but speaks English and German with ease* so we will be able to get a pretty accurate translation which I can then reformat onto an A5 sheet of paper to go into the price sleeve. I'll test it out next week.

*The fourth is the same but with Japanese as well. It's very unfair.

That’s great because it’s going to make things seem more professIonal in the eyes of your customers, they can see that the bike has been refurbished to a good standard, and they’re getting a good value item.
I always find it amazing how kids soak up a foreign language, we’re definitely missing a trick in the UK, it’s far to late by the time they start high school, am I correct in thinking that the kids in Germany start doing languages in infants school?

 

[annedonnelly]

View attachment 662191

Just spent a fun couple of hours with Elder Son translating the Recyke 'y' Bike checklist and altering it for our needs This is going to give my clients a shock...

Notice usual scrawl and multiple scribblings...

Great to hear Recyke y Bike are going international

 

[Andy in Germany]

Great to hear Recyke y Bike are going international

They've been really supportive; I called them because the system in the UK is rather more developed than here and they took a lot of time to answer my questions and send their checklist on my request. Hopefully I'll be able to visit them when I'm next in the UK, to say thank you if nothing else...