The other side of the counter

By guest writer Sam Van Dellen

One of the things that's helpful in life is the ability to see things from the point of view of someone else. If you are a bicycle consumer, chances are you don't often get to look at bikes from the point of view of someone in the bike industry.

So here are some things from the other side of the counter about bikes, bike shops, bike shop employees, bike companies.

Let's start with bikes and the companies that make them.

A bike's a bike.  Bicycle manufacturer is a bit of a misnomer. Any bicycle with a brand name you recognize probably comes out of one of a small handful of factories in the Far East.  Thus, Kona, Trek, Marin, etc. are more properly called "bicycle brands". They commission the factories to manufacture bikes for them according to certain specs.

These different companies will have different ideas of how a bicycle should fit, or what parts are more important to spend more money on: some emphasize frame materials, or the components, or perhaps comfort features. But basically, any number of bikes in the range of money you are willing to spend will represent a comparable value, and quality, and work well for you. 

Bicycle companies are in the business of making money by selling bikes, so of course, each one is trying to get you to buy their bikes. This is not a bad thing.  The more bikes they sell, the longer they stay in business, the better bikes they can produce, hopefully getting more people on bikes in the process.

One of the ways they try to get you to buy their bike, instead of one built by another company, is to specify high quality parts for the bike in the places where it's important or that you will notice, and put lower quality parts where it's less important or noticeable. They do this to keep the cost of the bicycle at a "price point" which research has shown customers commonly are willing to spend.  Again, not a bad thing in and of itself, although sometimes they end up going cheaper on some things than they should.

In fact, in some cases companies specifically put on the cheapest reasonable item because they know customers have strong preferences, and will replace those items anyway.  So, the company can pack more value into the bike by skimping on, say,  tires or pedals.  The tires that come on your bicycle will be ok for a while, but it's assumed that you'll be replacing them before too long with something you or the bike shop employee helping you has found is the best for your purpose.  Higher-end bicycles often come without pedals, as most people who have been riding long enough to want a fancy bike have a specific style of pedal that they want to use, and rather than put something on that they'll just end up selling or trading in, they short-cut the process.

What does this mean to you when you are shopping for a bike? Don't focus on the brand, as much as on how you plan to use the bike. Discuss that with your salesperson, and let him or her guide you toward a bike that has put the most value into those features that will provide the greatest benefit to you.

Which brings us to: bike shop employees.

When you walk into a bike shop, you probably see a bunch of bearded, tattooed guys that look scary (and maybe cool?) and you may feel uneasy or intimidated.  In reality, they're not scary at all. You need to trust me on this: I work with these guys every day. They are probably friends you haven't met yet, who love bikes and want to share that love with you.  They are delighted to see you. You help make sure they get paid. They probably are cool in the sense that they care, not in the sense that they feel superior to you. If you're going into the sort of shop that has your best interests in mind, they want to help you get on the best bike for you.

I'll tell ya too, your needs for your bicycle are probably not the same as anybody else's, and a good salesperson or mechanic understands that.  They're really going to ask you a lot of questions and use your answers to get the best bike for you. 

Another thing you should know is that bike shop employees do not work for a bike shop for fabulous wealth. It isn't there to be had. The real reasons people work at bike shops are love of bikes and love of people.  You can't stay sane if you're doing it for any other reason, at least in a shop like Rapid Transit.

So on to the bike shop itself. 

There are all sorts of shops, so it makes sense to shop around a bit. And I don't mean price. While there are always places to get a cheaper bike, it's really important that you are aware that there is more to a bicycle than a price tag.  I cannot stress enough the importance of proper assembly and maintenance of a bicycle. Take the time to find a shop that takes initial assembly and follow-up maintenance very seriously. Ask if they allow test rides, what kind of service they do after you buy the bike and what hoops they'll make you jump through to get it, what sorts of things should you expect from your new bike, that sort of thing.  If you're feeling pressured to buy something, you should probably leave.

Some shops are better at what they do than others. Some are more focused on the sale than the relationship. In my opinion, this is not really what you want in a bike shop. If you plan on having any kind of relationship with your bike, you better plan on having one with a bike shop, too. At Rapid Transit, when you buy a bicycle, you're entering into a new, hopefully fantastic relationship with your bicycle, the shop, as well as the employees.  

Sam Van Dellen manages the Service Department
at Rapid Transit Cycleshop

Comments

[Electric bicycle]

great post, there are many things that you say in this post that i sometimes ignore or take for granted, THanks for this wealth of information

[Amy Deitchley]

Just found this blog, but wanted to respond to this older post.

I agonized over my first bike purchase in awhile about a year ago, coming to many of the same conclusions you've illustrated. In the end the bike shop I wanted to patronize (the cool, friendly, helpful neighborhood one) did not carry the bike that ultimately felt the best, so I bought that just-right bike somewhere else. I went back to my favorite place for accessories (though I do get some things online) and repairs.

I was hit by a car and took my beloved bike to my favorite place for an estimate, which they assessed for free the same day but could not estimate replacement cost since they didn't carry the brand. So, back to the shop where I bought it... it took them a week (with me asking three times by phone) and I had to pay for the estimate. I'm ok with this, but it would have been helpful to know the timeframe up front, not "we'll call you when we're done" when I called to check on the progress.

Now I'm dealing with the frustration of the driver's insurance and my favorite LBS still doesn't carry the types of bike I like best. I rode others there again, but they just aren't right for me. I'm afraid I'll have to patronize the other place again because they're the only ones with anything in my size to even try.

I want to ask one of the SIX shops I've now been to to order something for me to at least try in my size, but that messes up inventory if I don't buy it, and no one seems very willing to just get something in. I've ridden all of three bikes at six shops now, and the only one that was in my size and even close to what I asked for style-wise belonged to one of their employees. I didn't think looking for cx bikes that could take a rear rack was that hard of a request but so far it's frustrating.

I did find another cool LBS that will do custom builds. I'm not sure I need that, but maybe it's worth it to patronize a better shop I like and get what it is I think I want. Just getting frustrating to drive my commute while I wait for this to resolve!

Thanks for the insights on LBS relationships.

[Justyna]

What you describe is a fairly common frustration that is a result of the supply chain mechanics in the bicycle business in the US. Bicycle shops enter into dealer agreements with vendors, through which they agree to purchase certain quantities of bicycles of the given brand in exchange for protected territory (btw, the territory protection agreement is not always honored by the vendor). In general, the larger the bicycle manufacturer, the larger the quantity of bicycles they will require a dealer to take. Thus, a smaller bike shop may be effectively prevented from carrying a larger brand, while still offering diversified products, without committing business suicide. This might explain why your favorite shop may not be able to order you the bicycle you prefer. If, on the other hand, your preferred bicycle comes from a smaller or specialty manufacturer, and no other shop in the area has protected territory, your favorite shop may still be able to order you just the single bike. It sounds like you need a less common size, and that may contribute to their unwillingness to get it for you. If it doesn't work for you, they might "get stuck" with it.
At our shop, we have found that, if possible, it is always better and more profitable to try to get the customer what he or she wants. We have a no questions asked return policy, yes, even on special orders. We do get stuck with bikes from time to time, but we generally get to keep the customers.
I wonder if you've had a conversation with the manager or owner of your preferred shop. They may be able to find a solution that will satisfy you and them, and lead to a more rewarding bike purchasing experience. Good luck. --Justyna
(Hey, I am sorry for the late response, but I have been traveling in an area with limited internet. I hope this is still relevant)