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

[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.