Oneder

Maybe it's their only transport? I agree about the 'rush order' idea, or if some people are not going to pick it up for a few days then maybe just do it anyway. Some people probably ride on the weekends only while others don't have any other transport I am guessing.

Oneder

I had a client stand behind me watching me work for three days while I programmed. Finally I got done felt like a million years and he was shocked and said he thought it would take a whole month! This guy was going to just stand and watch for a whole month while I set up Oracle fixed all his buggy ass C code lol

Notso_fastLane

Have you met all the Karens of the world? There are plenty of them.

GlennR

BNSF

I suspect these people exist in every type of business.

Where I work, we schedule technicians to go to various industrial clients. Our rules are very clear: Call in by 4PM the afternoon before you need a guy, or you won't get a guy at all unless we are slow. But sure enough, we get certain callers who call at 7AM or 5:30AM or 9AM demanding a guy right now, TODAY. And they don't take no for an answer; typically they go up the chain and speak to the boss until we take a guy off some other project and send him to the late caller's jobsite instead. The moral is: the late caller gets superior service and the caller who played by the rules and called in on time gets short-changed. Certain callers call in late every single time.

branko_76 

You open your doors to the public and you never know who's going to walk in. Most are appreciative, some are indifferent, they just want to get on with their day. There are some that have had bad experiences with the service and repair sector so they can be skeptical, maybe difficult. Then there are the self-centered asses who probably have big egos and low self-esteem so they have a persistant need to be recognized.

Human nature is what we have to deal with. When you open your doors to the public, you not only have to be good at your profession, you also need to be a good psychologist. I'm still working on the latter....

Leisesturm

As I understand it, metro Portland, OR has 76 bike shops. I don't know if bike co-ops are counted in with bike stores, but in the two areas of metro Portland that I have lived the bike stores appear to have all the work they can handle. I too do 90% of my own work but occasionally a problem comes up for which a bike store can do the job much quicker. Or at least that is what I would think. No, I would never expect to be served ahead of another waiting customer, but I have been invited to leave my bike for weeks until they get to it. Invited. I've never actually taken a shop up on an offer like that. But here's the thing ... co-ops. I have never had to leave my bike at a co-op. Same day ... same hour, service is the rule and I can't see that the work is of any lesser quality than what is done at an LBS. I have, on occasion, gotten same day service at bike shops where I am well known and have been a regular customer for years, but even at a co-op where they've never seen me before in life, I can expect pretty prompt and cheerful service and the shop is hardly empty. There are usually plenty of people being served.

squirtdad

what type of cyclist can't retape their bars? Especially if you are touring you should had some basic knowledge. admittedly it is not my favorite job, because i stress over getting it right.

Russ Roth

Doesn't mean they get on the spot service, having worked in 3 shops along the Erie Canal tourists got on the spot service, regulars we really liked and easy jobs. The real regulars would get on the spot but often brought drinks or chips.If you're not a regular why would you think that on the spot is gracing our front door? Had a guy run in once who demanded we tune up his bike on the spot cause he was in a hurry and had a race the next day. Told him we were busy with a 10 day wait list and we didn't just shove people in. he wanted to know if there was any way to get it done.
Me: sure, but it'll cost you a large pizza and 2l of coke.
C:That's bribary
Me: yes it is, but its also lunch time and you want me to work through lunch and we're all hungry.
C: I'm not doing that, I'd rather take it elsewhere.
Me: OK, have a good day.
over 4 hours later he shows back up with the bike.
C: everyone's too busy to do it, I'll get you a pizza,
Me: Sorry, lunch was at noon and I leave in 20 min, and I still have to tune my bike for the race tomorrow. Good luck.
If he'd had a better attitude or been willing to get the pizza he'd have saved himself half the cost of the pizza in gas and not killed 4 hours when I already knew that every shop in the area was also booked out at least a week. If he'd been a regular then sure, we'd do that for a race the next day, heck we had several people doing the race and would just bring a customer's bike there to him. But its arrogant to assume that just cause you want to spend money on a repair that you should get the fastest service, every person there wants to spend money to get their bike fixed as well. When I go to a shop I expect decent service but I also know that means I might not be the first in line and I can wait till they finish with the customers before me and a decent shop will treat the kid spending 15.00 on new grips as well as the guy spending 4k on a new road bike and take are of them as they need.

Nope, I particularly like it when the fussy customers watch and I explain everything along the way. Had a customer come back after getting his bike with a complaint, another tech checked it over and he was right but we had a new tech that still had a lot to learn so fixed it and sent him on his way. But he was back again two days later with the same complaint and a third tech looked it over and didn't find anything so we were surprised when the next day he was back. I brought him and the bike back, showed him exactly what I was doing and explained the details. The previous tech had gotten it right as far as I could tell but a quick redo with him watching was easy. Next day he came in to tell me it was working better then it'd ever worked before. Really doesn't cost me anything to let someone watch if it isn't too busy.

Wish the kids were in school still, wouldn't mind picking up an extra 15hrs a week killing time fiing bikes and getting the discount.

Barry2 

I needed a sewing machine fixed in a hurry but the local store were book for several weeks.
I very politely asked if they knew of any alternate store in the area.
I was told, no other stores in the area, but there is a "Fudge factor" for an easy job, bring it in.
When they opened the cover of my machine later that day, it was stuffed with Vanilla and Chocolate Fudge.
Machine was ready the next day.

Attitude is everything, and often affects price !

veganbikes

"Well spoken, Bruce" - Bruce (It's a Monty Python reference)

Please understand everyone is in the exact same boat. We all want to get your bike back right away and if everyone is patient and understanding we can do that. I get that your bike has a quick fix but so does a good chunk of the hundreds of other customers who came in before you.

Take some time and relax and just accept life now, it may not be the life we wanted but be thankful you are still alive and able to ride a bike and go to your local shop. If you want quicker service invent a time machine, go back in time and stop this virus from happening and things will likely be much quicker also if you go back can you go back a little farther to when I bought my touring bike and tell me to get a dynamo installed right away and go with the Americano it has wider tire clearance which I realize now is way better.

Also a huge thanks to @TiHabanero for helping us out during these crazy times. We need all the mechanics and sales people and even just people to do checkins that we can get. If you are knowledgeable about cycling and are quick to learn and willing to help out talk to your local shop and ask if there is anything you can do to help out. Maybe it is just building up kids bikes or writing part of a ticket so a mechanic can reach out the client with an estimate or maybe it is just helping clean and sanitize the shop but all is super helpful.

Champlaincycler

So here's some of my experience with bike shops. If I call and ask for some service and say that it's not urgent, or if there's some sort of recall, they will sometimes promise a return call when they are able to work on the bike. It never happens. Or, when I need to take a ferry to Burlington VT to get work done on a fairly expensive ride that I bought there, and explain that I'll come whenever they can fit me in but I need it done whenever they say, as the ferry is $20 round trip they say fine, bring it in at,,, Show up and ,can't do it today. Wasted $20.

This is the reason why we should have more than one bike, you just can't rely on most shops. I have found a shop with a great mechanic and I always tip him at least $10 as I know he's not getting rich. If I drop a bike off to him, more likely than not, he'll tell me to go find something to do for an hour and it'll be ready. I tell him It's no rush but he still does it. So, have an extra bike, don't be in a rush, buy a bike stand and watch youtube so you can do basic fixes on your own, and don't think that the big store in Burlington or wherever that sold you your bike will accommodate you when you simply ask when they can do it . When a shop does not do what they say, don't go back as it's not worth the stress. Find another place or do it yourself and do have another bike to ride.

bobwysiwyg

This is why I have a second option.. for the most part. For my primary reason riding, enjoyment and exercise.

I usually dropped them at my favorite LBS each year for a service and good going over. I'm no master mechanic and really not too interested in becoming one. My experience is limited chain cleaning, tire/tube changing, etc.
​​​all our LBS's were closed for the pandemic. Had some problems with one of my bikes, suspected broken shift cable and began looking into how-to videos. Knowing my limitations, occasionally Googled alternatives. Found one!I

He actually does mobile work! Well equipped van, comes to.your home.. usually. Because of the pandemic, he suspended his mobile work. He's only about a 15-20 min. drive from me. Took the shift problem bike, picked it up two days later, fixed, smooth as silk shifting all cleaned up, including chain and re-lubed. Very decent price.

Took my other bike, same service! Turns out he was a tech at my favorite LBS.
Has my business from now on.

FiftySix

In my industry, I've had many that want to watch (or give me advice how to fix a problem they couldn't fix). When I was a newb tech, it bothered me quite a bit. After a few months, I learned to talk to these particular people about mundane and off topic things, which usually bores them enough that they leave me be. If that doesn't work, I actually talk about how my diagnosis is progressing and that bores them for sure.

TiHabanero

Funny some have brought up being watched by customers while working on their bike. I dont mind it at all until they get in the way or become a liability. Two days ago an old duffer came in with the drive train stuck in big/big due to a short chain. I fixed it with him commenting on everything I did.
There I am turning the crank and the rear wheel spinning along and he sticks his finger into the rear der. making sure I check it for damage. I scolded him for sticking his finger in there and asked him to wait in the show room explaining that what he just did was dangerous and he could no longer watch.

veganbikes

We aren't letting folks into the shop right now so they couldn't watch anyway. But we built a lovely enclosure so people cannot easily reach their bikes to do something dangerous so they could when things weren't COVID-19 they could sit at the counter and watch or just go chill on the couch and watch T.V. but you couldn't get close to your bike. It is kind of nice not really having clients aside from the ones you are directly selling a bike to come in. Less crowded and no more just looky-loos who eat up your time and don't have any intention to actually purchase something.

hillyman

It is the fool that sees it in others but enlightenment to see it within ourselves

ExPatTyke

I work in IT support, and get similar requests. My company does support for quite a few local companies, including a garage whose owner showed me the very best way to deal with customers like these.

I was installing a printer for him one day (he's the perfect customer who doesn't try to do things himself, supplies a cup of tea, and then leaves you to get on with the job) when the phone rang. It was apparently a customer chasing a repair. I sympathised, saying we get similar calls far too often, and how they take up too much of our time.

"I get too many pushy customers", he said. "I've got a method for dealing with them".

"First call, I tell them when it'll be ready, and remind them I'll call as soon as it is ready."

"Second call I say the same and tell them I've had to stop working because of the call, and if we're working on their car we knock off for a tea break."

"Third call, their car comes off the ramp or out of the queue and we start on the next job. The caller's car doesn't get started again until that job's finished, and then we add 15 minutes labour for the calls."

He's actually got a very good reputation locally, is always busy, and I've been happy to use his garage on several occasions.

Miele Man

Yes, there are a lot of ME FIRST! people out there. Then again, there are a lot of truly appreciated people out there too. Unfortunately for many, a bicycle is their ONLY means of transportation and therefore when something needs done on it they think it can be done quickly whilst they wait. Many customers who do not work on their own bicycle or who do not work on bicycles at all simply do not realize how long even a simple repair might take.

The above is likely why many do not even attempt to tape their own handlebar. Given the cost of bar wrap these days they are quite hesitant to try taping a hnadlebar them selves in case they botch the job.

Cheers

Koyote

In my experience, shops give better and faster service to the people who aren’t so demanding.

indyfabz

IKR. I haven't done it in a long time, but I could get it good enough if I were out on tour and wanted to keep moving. Find another shop down the road if need be.

wphamilton

Offering expedited service at a price pretty much fixes that whole issue. If you're reasonably quick anyway - 2 or 3 days plus wait time for a part of necessary - almost nobody will take you up on it. In my experience with technology.

Also the way to head that off when something is taking longer is keeping the customer in the loop. As long as they know something is happening, and why, the majority of people will be patient. Techs can be so busy that they resist taking the time but it causes problems, guaranteed. The customer suspects that you're putting him off, or bouncing him for someone who bribed you with pizza, or can't do it, or whatever reason, but he's going to push. Keeping him updated ahead of time takes the wind out of his sails.

Koyote

Yes, this. In a market economy, we often pay different prices for different levels of service. Bike repairs need not be any different.

A small mom & pop shop near me has a posted policy to this effect - a surcharge for expedited service. When someone asks for an on-the-spot repair, they point to the sign - and NO ONE has ever paid the surcharge.

Strangely enough, they have, on several occasions, fixed something for me while I waited - once it was a 40-minute job. 'Course, I'm not expecting that, which makes a difference.

prj71

I do it all the time. LBS isn't usually that busy so when I show up with my bike they usually can get to it right away while I wait around. A few times I've had to leave it, but not often.

BlazingPedals

That strategy seems reasonable to me. The premium should be adjusted so that it discourages too many people from using it; if everyone used it, you'd need sufficient mechanics on duty to service all bikes immediately. I don't think most shops could afford that.