Cutting the seatpost: did you do it yourself or have the LBS do it?

[ridebikeme]

I agree with all fo you that it is easy to do providing that you have the proper tools.

I'd also like to mention something that a customer passed along to me. First, let me give you some history about the relationship that I have with this customer. I have been doing repairs on his bikes for over 15 years, anything from his mtn bike(s) which he generally does the Leadville 100, to his road/tri bikes where he has raced time trials, done Ironman triathlons and last year did the "big guy" Kona. Obviously, I know his bikes and him pretty well by now. Like some of you, I wouldn't charge for something that only took a couple of minutes. After being in the shop a couple of times while I was doing this, he gave me something to think about. His thoughts are if I don't charge for something(even if it's only a couple of dollars) then I am giving the perception to customers that my time, knowledge and tools are not worth anything. So, although some of you may disagree with this, it's something to think about. When was the last time that you went to your car mechanic/vet or any other professional and they did something for free? The bottom line is that each minute that your business is open, it should generate money ... whether it's the repair that you are working on, the bike that you are selling etc... Your time and knowledge are valuable. The cycling industry is a hard enough to survive in, and perhaps by not charging we are adding to that downward spiral??

[HappyTexasMom]

His thoughts are if I don't charge for something(even if it's only a couple of dollars) then I am giving the perception to customers that my time, knowledge and tools are not worth anything. So, although some of you may disagree with this, it's something to think about. When was the last time that you went to your car mechanic/vet or any other professional and they did something for free? The bottom line is that each minute that your business is open, it should generate money ... whether it's the repair that you are working on, the bike that you are selling etc... Your time and knowledge are valuable. The cycling industry is a hard enough to survive in, and perhaps by not charging we are adding to that downward spiral??

My dad owned his own auto repair shop for about 20 years. Not the same as a bike shop, but I think there are similarities. For the easy/quick jobs...if the customer was already having something else done that they were paying for, he wouldn't charge. If they weren't having anything else done, but were a good customer, he wouldn't charge. If it was someone he didn't know, or they came in a *lot* with the would-be freebie stuff, he would charge. My current auto mechanic is the same way (at least with me).

RunningMommy...I know $10 probably sounds extravagant to you because it's something that literally takes you seconds. But think about what it means to the typical customer...it saves one of us from having to buy a tool (and we may not know what to buy, or where to buy it), from having to figure out how to use said tool, and frees us from the fear of possibly screwing something up and having to replace it (you're taking on the liability for us). I think it's possible to charge something to the customer and still provide them something of value, while giving yourself a benefit as well.

Now if I came in there with 20 seatposts (don't ask me why I would, just for the sake of argument ), charging $10 each might be extravagant. But you could charge me $20-$30, make me happy, and still make yourself some money, too.

[jobob]

RunningMommy...I know $10 probably sounds extravagant to you because it's something that literally takes you seconds. But think about what it means to the typical customer...it saves one of us from having to buy a tool (and we may not know what to buy, or where to buy it), from having to figure out how to use said tool, and frees us from the fear of possibly screwing something up and having to replace it (you're taking on the liability for us). I think it's possible to charge something to the customer and still provide them something of value, while giving yourself a benefit as well.

Agreed!

[Ana]

RunningMommy...I know $10 probably sounds extravagant to you because it's something that literally takes you seconds. But think about what it means to the typical customer...it saves one of us from having to buy a tool (and we may not know what to buy, or where to buy it), from having to figure out how to use said tool, and frees us from the fear of possibly screwing something up and having to replace it (you're taking on the liability for us). I think it's possible to charge something to the customer and still provide them something of value, while giving yourself a benefit as well.

Now if I came in there with 20 seatposts (don't ask me why I would, just for the sake of argument ), charging $10 each might be extravagant. But you could charge me $20-$30, make me happy, and still make yourself some money, too.

Exactly I didn't want to mess with any equipment or risk doing something wrong from my inexperience.

Also, they asked me if I purchased my seatpost from them. I think they would have done it for no charge if I had purchased the seatpost from them

[Running Mommy]

running hubby and I talked about this.
There were some very valid points made.
My friend Michelle (who also works for us) reminds me all the time that I need to stop feeling guilty for charging for things.
I guess I'm a softy. I am working on it tho. I have to so I can stay in business.

[Ana]

My friend Michelle (who also works for us) reminds me all the time that I need to stop feeling guilty for charging for things.
I guess I'm a softy. I am working on it tho. I have to so I can stay in business.

I believe it is easier to charge initially than to phase into charging customers for services. If customers have received the service free of charge previously, then they may be expecting it in the future. Regardless of other shops charging them the same, it might cause some resentfulness regarding the unpredictability of their projected expenses at your shop. Additionally, it seems sort of unprofessional for some employees manning the cash register to charge and others not to because it gives the impression that there aren't any general policies regarding charging for these services. I always am very appreciative and consider it an honor when they do things for free (and interpret it as being a good customer).

Good luck and keep us updated!

[canonsue]

The LBS where I purchased my bike does not charge me for installing accessories or parts that I buy from them. However, I would never even dream of expecting something like that for a part that I purchased from somewhere else. I believe they charge for even small services if you did not buy the bike from them.

They also give free lifetime tune-ups for bikes that they sold to you.

I think that this is wonderful, but even if they did not give this free service, I would be willing to pay. I like to support small local businesses as much as I am able.

-Sue

[Thorn]

I believe it is easier to charge initially than to phase into charging customers for services.

In the consulting world, this is a basic tenet--thou shalt not charge your first customers less than you expect to charge in the future. If you do, you'll never get the rates up to where you want them.

That said, I've bought a custom bike from my LBS. When you spend that kind of cash, they remember you I get a discount on anything I buy, but DH does not Even though I believe in buying local whenever possible, the discount often brings the cost to darn near non-sale web prices--thus solidifying me as a loyal customer.

That said, there have been times I've wondered how they make money when I get something done gratis. When they cut my seat post, my bike will be in for an overhaul. I wouldn't be surprised if it was cut and no charge appeared, but I wouldn't have a problem paying for all reasons others have mentioned (I don't have the tools).

Within reason, it is more how you treat your customers than what you charge them. My LBS treats me with respect and my bikes as golden jewels. If sometimes I think I paid too much and other times I feel they undercharged, in the end, I think we both win (well, and so do my bikes).

[ridebikeme]

You are absolutely right about treating customers with respect; there certainly is no argumant there. However as always, there is another side to that. Your LBS knows that you are a valuable customer, and it sounds like they treat you as such... it's a win win for everyone. On the other hand, if you start with the practice of not charging for certain things, it becomes confusing for the times that you do. What do you charge ? Who do you charge? When there is no labor charge, then it also can become expected, and at that point, customers are not happy and neither is the shop. The bottom line is the minute that you unlock your door , you are there to make money... otherwise you can't afford to stay in business.