It's OFFICIAL! I'm going to be an LBS owner!

[lph]

Congratulations RM, that is AWESOME!

Based on my own gripes with bike shops I'd say: don't stock the earth, but have catalogues easily available for browsing and be willing to order. Be scrupulous about notifying your customers whenever whatsit comes in!!! I love it when my lbs manages to send me a text message. Which is about half the time..

Recognize that some commuters (like me) can have a (slightly pathetic) addiction to their "work horses". If you promise to fix x,y or z in the course of the work day, they (I) can get very antsy if that doesn't happen...
But maybe you're not planning on mechanics.

I agree on stocking everything a biker needs fast. And that interesting clothing is a great way to get people to hang around and browse. Good luck! How exciting!

[Mr. Bloom]

Congrats! Now the fun begins!

I'm not qualified to tell you what to stock, however, my experience in business compels me to say the following:

• Stock what you can SELL. Slow moving inventory is cash tied up in something you can't pay rent with...I like lph's comment of "don't stock the earth"...as Eden said "be willing to order it".
• Decide who your customer is and cater well to their needs. I like the posted ideas of "team endearment"
• Unless you have plenty of cash, don't go to town with sponsorships unless you're sure you'll get a return on the contributions. Give discounts when you know you'll make it up on volume. (If you have plenty of cash, forget all the advice...just do what you want!)
• Build, preserve, and protect an email list. It's a cheap way for targeted marketing. You'll want a database of customers - addresses, preferences, etc. I think there are some LBS specific software packages out there...information on your customers add umph to marketing.
• Communicate with your customers, let them know the status of their orders, remembering that service and experience are your 'value propositions' that differentiate you from the mass retailer.
• Have a "two minute drill" that is part of your sales pitch explaining why someone should buy from you. Based on what you've said, whether they say it or not, a lot of your prospects will be with folks who don't differeniate product quality...just price. Whether they express it or not, they'll be thinking they can get a better price somewhere else...and you have to sell them on why they get more for your price. It's intuitive to you...but you have to convince them.
• Remember that the www allows you to have a customer base that is anywhere. It's a way to leverage more volume through your existing overhead.

I wish you the best! It sounds exciting!

PS: Before she hits me up...No Silver , you can't have an LBS!

[Thorn]

Everyone said it pretty well. I really like the post that said make sure you have a good selection of "gotta have it today" items like helmets and cleats. But, make sure it is very obvious to your customers that you can order anything and what your turnaround is. Make it easy to order with you and make sure the customer knows you'll help them with decisions and tradeoffs.

Personally, more than what you carry is how you carry your shop. But, from what I've read from you about your road here, that probably goes without saying.

We have a bike store here that is lovely--lots of bikes and stuff; well arranged. Oh, and they happen to have a repair stand in the back. Shopping there is only slightly better than shopping at a big box, but it is very popular with the non-riders or once-a-month riders.

There was another shop I used to use. Much smaller stock, but a knowledgable staff and a couple of solid mechanics in the back. They are a great shop if you never step outside their area of expertise or their stock. Until recently, they were my favorite shop.

Recently, I found a shop with a slightly disshevelled store front area. They've been there 3 years, but it looks like they just moved in. I think I'm in love When I walked in the door, I was worried; when the 20-something referred me to a late 20-something manager I was terrified, but these guys were great. They listened, they worked with me and when I asked a question that the two other shops laughed and me and said was impossible, he laughed and said "No problem" and went on to explain how it could be done.

So, my point in the rambling? Have enough stock and colors to make it warm and inviting. Make it clear you'll go the extra mile for the customer. Find a good wrench who looks forward to a challenge. And, as an oddly sized person, to me, a great bike store should have a fit system of some sort and a relationship with a custom frame builder. Not every bike I ride has to be a perfect fit, but I need to know that the shop knows enough about fit that people trust them to help order a custom frame.

Good luck! Sounds like fun! (and a lot of work)

[redrhodie]

Congratulations!!!

Will you have mechanics on staff? Make sure they're the best. It won't hurt if they're cute, too !

Make sure you carry enough mediums! I notice that the sales wracks are full of xl and xs sizes.

Try to have different brands from the other shops in your area.

Don't try to have everything for everyone, but it's great if you can order things you don't stock. I will often have my LBS order things I know I can get from a catalog myself, as they don't charge me shipping costs, which is a savings.

A water cooler and a clean bathroom would be really nice, especially if you're on a good cycling route.

Have fun!!!!

[Tri Girl]

Oh RM that's soooooo exciting!!!!

Ok- first I want to know what the name is going to be. I'm a name kind of gal and that always makes me want to walk into a store.

Everyone has said great things.
I would suggest giving a 10% discount to the local tri club members (discounts are good, and sometimes it draws more members into the club if they know they can get a discount at an LBS). It's the reason I shop at my favorite LBS as opposed to the one closest to my house (10% is a lot sometimes).

Also, since you're a woman in the biz- I think it'll make women feel more comfortable. I was intimidated in my favorite LBS the first time I went in because it was all guys. Then a woman came up while I was talking to the owner about a bike and she started talking to me and it put me at ease. Maybe that's dumb, but a woman's prescence (who knows what she's talking about) made me feel instantly comfortable.

Also- will you have a website. Cuz you KNOW we'd buy from you if you did!!!

And the hours- good point!!! My LBS is open 10-6 M-Sat. Great for him, but not so great for me. I can only ever go on Saturday (when I'd rather be doing something else). If his hours were 11-7, that would work out a little better for those of us who have to work later or drive farther to work. Just a thought.

One more thing: my LBS has weekly club rides from his store (once a week). The meet at the store 15 min. before it closes (gives riders time to buy those last minute things before the ride- like Clif bar or a spare tube).
Might be a good way to bring people in. Could be a family ride, or a roadie/tri ride. Or both!


I've got ideas, but don't want to be typing all day. I like that you'll ask the clubs what they'd like to see.

[Tuckervill]

Congratulations! My town could use a bike shop. I don't want to be tied to a retail establishment, but I've put some thought into opening one. It would have to sell used bikes, too, because people here will balk at a $250 bike.

I think sterling customer service is the first order of business.

Then a good mechanic.

Lots of variety of small parts that you can only get in big cities (ferrules, etc.) Display them.

Three bike shops were out of the proper size tubes we needed before our big ride a couple of weeks ago. How can you be OUT of tubes with Presta valves? Keep lots of them in stock--you KNOW when the local events are, so plan ahead for runs on popular items.

I second the thing about gloves. It's always hit or miss finding gloves I like and that fit.

I'm not too concerned about available jerseys because I've never been in a shop with good selection in all sizes. It's seldom anything I have to have right away, so I can order online. But having a selection in all sizes for the guy who came from out of town and forgot his jersey...that's good.

Don't be offended by the person who works on their own bikes, or let them believe you think their work is inferior to yours. It may be BETTER than yours. They'll never let you work on their bike anyway, but if you're nice to them they will buy parts from you.

A thing that is often overlooked--passive education for the bike-curious. Unlike my child who can tell the difference between Power Rangers by the color of their nose, many of us can't immediately see the differences between bikes when they're all lined up on the rack. A chart would be helpful, that describes the differences between road, mountain, hybrid, cruiser. All the maker's websites have something like that. Sometimes you have to hunt for it. Don't make me hunt for it. Charts that rank quality of components in some way. Don't make someone ask for basic information if they don't know. This is how you get new riders.

I think an education campaign would set you APART from all the other shops. Bike safety information. Options for riding with a child. How to change a flat and other DIY repairs. If you make it passive and graphical, you don't have to spend a lot of time on it, like you would if you did clinics, or had to answer the same questions over and over. Many people don't know what they don't know. Posters or pamphlets ("Which type of bike is right for you?" "How to Ride Safely on the Highway.") would be very helpful. MAPS of the local trails, not just "Oh, you mean the Merrymeet Loop?", like I got in Maine. (They didn't know the name of the streets, even though they were right on the loop.)

I would have spent hours in a shop that made information easy to get. The more time I spend in a shop the more likely I am to spend money there.

Oh, just lots of lots of LUCK to you! I wish for every success to come your way!

Karen

[Torrilin]

Superfeet insoles.

Bungee cargo nets.

Tire pressure gauges that aren't attached to bike pumps.

The little reflector strips for keeping pants legs out of bike chains.

BROOKS!

Stock a cheap commuter bike that's not a piece of crap. Maybe a Redline 925, or used 3 speeds. Something that works well in your area gearing-wise and that can haul a bit and won't need a ton of extras to be a useful bike. If you can commute by bike to the shop, do. Your customers will love your expertise. Also, they'll keep coming in because they need some weird little thingie for commuting and they *know* you can get it for them. Add on sales are your friend.

I'm a commuter/utility biker with one bike. If I call a shop about maintenance, I'll say I've got one bike and ask how we can arrange it so I get my bike back the same day. It's not I need to be first in line or anything; it's I don't have a car. I need my wheels .

Real parking. Y'know, for bikes. All the shops around here do have bike parking, but it's mostly very icky racks that are hard to park at. Can't blame them, the racks all seem to be a good 20 years old . But you're doing a new shop so maybe you can have better designed racks.

One of the shops in town has an air compressor labeled "free air", fitted up for presta and schraeder valves. Very thoughtful. I would spend more money there, but I can never find anyone to take it. So then I end up going to the other bike shop where there is always someone to take my money.

[KnottedYet]

Kona
Surly
Brooks (maybe just a set of saddles for folks to try, and you order the one they want)

TOOLS! Several varieties of tire lever (like the Crank Bros Speedlever) and shapes of Allen wrench (Ts, Ls, foldy-things) Leathermen, pedal wrenches. Pressure gauges. The sorts of thing the average Joe can be told to use or would cheerfully buy so they'll have a spare.

Cold pop. My LBS has a fridge full of canned pop for $1. I'm always surprised by how many cans of pop they sell while I'm there.

Good bike parking.

Clean bathroom.

Classes at the shop.

Rides starting from the shop.

Socks with your logo and shop name on the cuff.

[Hub]

Congratulations!

So, here's my suggestion: clothes for people bigger than matchsticks!

Karen in Boise

Double Ditto!
and congrats!

Are you buying an existing shop? Starting a brand new one? Going to have a shoppable web-site to go with?

[Running Mommy]

I'm LOVING it!! Keep em coming!

And for those who asked.. Tri girl??

The name is Estrella Mountain Cyclery. (pronounced Es-STRAY-a)

Goodyear is at the base of the Sierra Estrellas. A rugged desert mountain range southwest of Phoenix proper.
There is a large master planned community that's in the foothills of the Estrellas called "estrella mountain ranch" or "estrella".

You can get an idea of the area by checking out this link.

http://estrella.com/

This is actually where I live.
I'll try to attach our logo, but don't know if I can....

And yes we have a website, but it was a very quick affair set up in about an hour to satisfy the folks at Interbike that we ARE legit. I'll have it fixed up once we get going. I'm not sure about web sales tho, esp. bikes. Bike companies are very strict about that.

[Flybye]

You are in for such an adventure! How you must feel.... I would be willing to bet that your thoughts are racing a million miles an hour trying to think it all through! I am very excited for you and yours!

We have a LBS that is called Alpine Cycle and FITNESS!!!

I can not believe the number of fitness items that fly out of the shops- they carry NICE ellipticals - not like the ones you'd purchase at a Wal-Mart. They also have spin bikes, treadmills, recumbent stationary bikes, stationary bikes, etc. I have only been in the shop twice when there was no one interested in the fitness end of the store. I guess it is the old adage "don't put all of your eggs in one basket" If it were me, I'd make sure to offer the fitness equipment.

I love the idea of club rides from the shop. It builds a sense of community and loyalty. Just like us here at TE - we use the forum, but Team Estrogen is also building for themselves an excellent base of customers.

I would have to think a bit about selling used bikes, especially if it narrowed my profit margin. I suppose that I would be more likely to sell them on a consignment basis, that way I wouldn't be buying a used bike that I couldn't sell.

I like your logo but I'd make sure to use BRIGHT colors for the window and door decal's - black isn't that visible on a window.

There's my $.02

CONGRATS

[wannaduacentury]

I don't know if I should pee myself from excitement or fear, but we put the deposit down on a space today.
The lease will be signed as soon as the City gives our landlord the final final on the building (main final already done, so this is the very last step before occupancy).... aka the secret handshake...

So now I get to call my Giant and Felt Reps and tell em "Time to get a move on boys... I need BIKES"!!!
And then QBP, and then the POS guy, and then the fixture dude, and the Insurance lady, and then, and then, and then..... OY! When am I going to have time to ride my OWN bike??
ahhh well, I guess that's what happens when you go into business for yourself huh??

So tell me, if you were starting your own shop, what would YOU carry??
It's going to be interesting because in a lot of ways I think my customer is going to be your average non (or not very often) cyclist who just wants a comfy bike to cruise around on. And also parents buying their kid a bike. BUT I don't want to ignore the higher end customer either. It's going to be a hard balance.
One thing I do know, is everyone I speak with around here wants me to carry some higher end stuff. They are tired of the same old same old that they see at performance.
I think it's going to be a tough balance at first, but hopefully we will find our way without falling on too many land mines...

Congrats! You'll love it and have some kind of control over what your customers are receiving-Good service and great products. You're on the right track, but I would have a fair balance of all bikes-trail bikes for townie people, mtn bikes, road bikes. Not many kids bikes b/c most folks are still gonna go to W/m or Target for that. Human nature. Clothing, lots of women stuff. capris-knickers, shorts, tights, cool/pretty jerseys, not boring ones. Get more people riding bikes- any kind, as long as it gets them riding and happy. Good Luck with your new venture. Jenn

[jobob]

Wow, what a fun thread!

RM, I can't think of anything to add to the great suggestions already made here, so I'll just chime in with my congratulations. Wishing you the very best in your exciting venture!

- Jo.

[wannaduacentury]

Another note on hours- maybe switch it up a little. Have set hours on some days, and longer hours like on a fri or sat. and always wait for a customer who calls earlier in the day(that can't get there during op hours) and shows up at 6:05 for example to help them. this is not to be abused of course. Everyone's time is valuable. Many shops I know are closed sun and mon. and daytime hours the rest of the week. Jenn

[ttaylor508]

Congrats...how exciting. I second the suggestion about Bike Fit and knowledge about the bikes you are selling. Our LBS spent hours with us even staying after hours when we weren't quite sure about size. He won us over with customer service and we have been loyal customers ever since and have brought several of our friends in to buy bikes there as well. He does give us a repeat customer discount everytime we come in. Did I mention we travel 30 miles to this bike shop we love it sooo much. Customer service and relationships are really where it is at to be successful. GOOD LUCK!