We invite all NBDA members to join us on August 3-5, 2021 for America’s first national open-air trade experience.

The post The Big Gear Show appeared first on National Bicycle Dealers Association.

One of the things we are working on right now is to reinstate the Bicycle Commuter Benefit.  The old benefit was suspended in the tax cut bill in 2017.

What it is:

The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

The post Attention Ohio & Alaskan Bicycle Retailers appeared first on National Bicycle Dealers Association.

The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

The post Website Accessibility – Understanding Opportunities and Liability appeared first on National Bicycle Dealers Association.

Learning Across Industries: Lessons from Harley-Davidson for the Cycling Industry

What do Lycra and leather have in common? An enthusiastic, loyal customer base… composed primarily of white, male riders. 

Pat Hus, former director of Interbike, interviews bicycle and Harley-Davidson retailer George Gatto about what bicycle retailers and manufacturers can learn from Harley-Davidson. You’ll hear how Harley supports retailers through education and incentive programs that encourage good business decisions among their dealers. Gatto also shares how this brand that once attracted a primarily white, male customer base has created an inclusive marketing and engagement strategy to attract and serve diverse new riders. 

[/fusion_text][fusion_code]PGRpdiBpZD0iYnV6enNwcm91dC1wbGF5ZXItNTM2NzIwMiI+PC9kaXY+CjxzY3JpcHQgc3JjPSJodHRwczovL3d3dy5idXp6c3Byb3V0LmNvbS80OTYwOTMvNTM2NzIwMi1sZWFybmluZy1hY3Jvc3MtaW5kdXN0cmllcy1sZXNzb25zLWZyb20taGFybGV5LWRhdmlkc29uLWZvci10aGUtY3ljbGluZy1pbmR1c3RyeS5qcz9jb250YWluZXJfaWQ9YnV6enNwcm91dC1wbGF5ZXItNTM2NzIwMiZwbGF5ZXI9c21hbGwiIHR5cGU9InRleHQvamF2YXNjcmlwdCIgY2hhcnNldD0idXRmLTgiPjwvc2NyaXB0Pg==[/fusion_code][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_accordion type=”” boxed_mode=”” border_size=”1″ border_color=”” background_color=”” hover_color=”” divider_line=”” title_font_size=”” icon_size=”” icon_color=”” icon_boxed_mode=”” icon_box_color=”” icon_alignment=”” toggle_hover_accent_color=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=””][fusion_toggle title=”Episode Transcript” open=”no” class=”” id=””]

George Gatto

Tue, 9/8 11:05AM • 48:42

SUMMARY KEYWORDS

Harley, bicycle, bike, business, people, industry, dealer, brand, Harley Davidson, sell, buy, motorcycle, f&i, group, bike shop, pandemic, retailers, sports, vehicles, margins

SPEAKERS

George Gatto, Rod Judd, Tara Kuipers, Pat Hus, Kent Cranford

Rod Judd  00:10

You are listening to bicycle retail radio brought to you by the National Bicycle Dealers Association.

Pat Hus  00:17

Good morning and welcome to another edition of bicycle retail radio presented by the National bicycle dealer Association. My name is Pat who’s and I will be the host for today’s discussion. With me on the line is George Gatto. Welcome, George. That so George is the owner and president of Three Rivers Harley Davidson, Gatto, Harley Davidson, and Gatto cycle shop, which is a motorcycle shop but also owns Gatto cycle shop, the bike shop in the greater Pittsburgh market. George has been in the bike industry, motorcycle industry for years and years, and who’s going to share some of his background with you in just a minute. But I’m excited because I think this promises to be a great conversation George and I go way back to my Cannondale days and looking forward to catching up and sharing some of our war stories. But just a quick background on me. My name is again Pat, who’s been in the bicycle industry for 40 plus years hard to believe kind of scary that I can actually say that. My dad bought a bike shop when I was 14, and worked there for a number of years ran a shop and college led to an outside independent rep position, which led to an opportunity at Cannondale. I was at Cannondale for about eight years, a great time there during the 90s in their heyday, eventually went on to American bicycle group down in Chattanooga, Tennessee. And that led to an opportunity to run boutique mountain bike brand Titus cycles back in the early 2000s. And from there I went on to a brief stint at Eastern Bell sports, and eventually landed at Interbike and I ran Interbike for about seven years, unfortunately till its demise in 2018. I’m still sad about that one. And then I was at a brief stint, most recently with Bravo sports, which was nutcase, helmets, and 661. And today I’m doing some consulting work in the industry and looking for that next opportunity, hopefully, something in the very near future. So that’s me, but George, tell us a little bit about you and your family and in your background and bikes and what you’ve been doing lately.

George Gatto  02:24

Well, let’s see, you’re my dad. So I’m the second generation. My dad was in his 80s. Started in 1964. When auto body shop, he was a car guy. He did a lot of fiberglass work and he was one of the few guys around that did fiberglass work. So he did a lot of Corvettes, so I have this affinity for old Corvettes and muscle cars from my dad being a kid. He brought motorcycles into the sideline, and my mom who was equal partners in the business, that dad was a typical entrepreneur. It’s selling it and mom did the books. She understood the numbers and they made a great partnership. So he went from the auto body, motorcycles as a side He opened up a little bicycle store in the motorcycle shop. And about that time is when he got out of the autobody business. I was in like 10th grade. And the person that ran the bicycle shop left for some health issues, and my dad said I needed to run the bicycle shop. So that’s how I got in the bicycle business. I ran this little store within the motorcycle store. I grew up in a motorcycle store in 10th grade, I was running my own bicycle dealership.

Pat Hus  03:24

That’s awesome. All right, so now you’re in the bike business, but it’s kind of a secondary business to the motorcycle, but at some point, the family decided we really should put more emphasis on the bike side. What year are we talking about where you guys

George Gatto  03:38

said, Let’s go bigger and bikes. So it was really when I got out of college, which would have been 8485 I decided that I loved the bicycle business. I love the people, people to know me no more a business guy than I am an enthusiast. And that’s really what I’m enthusiastic about it probably muscle cars and snow skiing and boating and I’m not in that business. Businesses work. You know, I was a college done with college started bicycles. I bought a second, third, fourth fifth store. We’re doing about 4 million bucks a year and bicycles. I was loving it. And then the ground started to crumble beneath my feet. There was a lot of consolidation. I mean, you live through that, Pat. Oh, it was ugly. Yep, it was ugly. And when that happened, I sat down with my parents and said, you know, emotionally I am 101% tied to this bicycle business. But monetarily, you know, we’re not making a lot of money with it. And we were making a lot of money with our Harley store. So I decided at that point to buy a second Harley Davidson dealership that was in Oh, seven right before the recession. Great timing on my part, about our largest competitor in Pittsburgh. Right before the recession, I had monthly payments that were more than probably most people in the bicycle industry make in a year. And we made it through and I split our existing store into Harley and power sports. And back in those days, I was actually thinking about getting out of power sports, because the margins were so good. And Harley is just an awesome, awesome company to do business with. They were great partners. But you know, times have been tough on Harley, and this year, you know, kind of feels like there’s been this massive paradigm shift. And the metric business that the power sports business is booming, and only businesses struggling.

Pat Hus  05:23

Yeah, I’m gonna dive into that a little bit later on in the conversation because I definitely want to hear what’s going on in that world. So in that decision to acquire your competitor, is that simultaneous with you guys deciding to exit before other stores?

George Gatto  05:38

Yes. And that was really my decision. I was the bicycle guy. My dad, I love him to death. He’s a great guy, but he’s, I was the oldest son of four and he was really hard on me and bicycles. While I was profitable, he let me do what I wanted. And, you know, he’s Italian, you know, and with Italian comes that temper, you know, bicycles. You know, I could do what I wanted. laws have made money and you left me alone. And then when it started to consolidate, you know, I just sat down with him. And it was really emotional back. I mean, I’m not an emotional guy, I’m pretty even killed. And I sat down with him and said, You know, I hate to say this, but this bicycle thing going down the toilet, we need to look at something else. And there was hardly staring me in the face. You know, I was comfortable being a bicycle dealer, and I was comfortable with all the people. You know, Harley, it was a different breed back then. And it was very uncomfortable for me to take me two years to get comfortable with it. So you

Pat Hus  06:27

sold for there you closed for stores? If I’m not mistaken. You didn’t even sell the businesses

George Gatto  06:32

did you talk about selling it? I’ve several people interested in buying it, but they wanted our last name, which is Gatto, which was our brand. I cleared all the last names. And at that point, as you said, Fine. I’ll just I’ll close one at a time. I’ll sell the buildings or I’ll walk you know when the leases are up. So I’ve methodically you know closed one store at a time is the leases came up where I was able to sell the property and we walked away from it except what we kept one store. You know, we walked away from all that we didn’t lose money. You know, I didn’t have to go through Some liquidation or closeout, or whatever it was, was methodically thought out, and we made money with it. And it all worked out.

Pat Hus  07:06

any regrets looking back now? I mean, was it the right decision? Or do you? Is it parts that you kind of go down? I wish I still had those stupid things.

George Gatto  07:13

Well, I miss the people. I mean, I miss you. I miss you know, you make friends for life. I made a lot of friends when I was on the NBDA board. I mean, Chris Cagle. I mean, what a loss Chris Kegel what a loss lesson bomb. Jay Graves. I picked up the phone not long ago called Jay graves and said, Hey, buddy, I haven’t talked to you in years. What are you doing? I saw a podcast. Yes, he is. And I’m still working six-day weeks. Wondering is the smarter to listen to Dan Thornton’s podcast not long ago. And you know I met Dan Thornton the NBDA Board so really a long answer to a short question. I missed the people and that’s really all I miss is the people.

Pat Hus  07:52

Well, so tell me about the shop that you guys have. What brands do you guys carry? What’s Is it a healthy business? Is it something that you guys, it’s kind of an afterthought. How do you view the bike shop that you guys still have?

George Gatto  08:04

So I had a guy that worked for me for many, many years. I made the mistake of saying, if it stays profitable, we’ll keep it that loses money it goes. He can stay profitable. So it’s still there. Awesome. That’s great, though. Yeah, brands we still carry Cannondale. I mean, we carry Cannondale back before they made bicycles. You know, we used to buy the bags from Connecticut. Love dealing with Scott and Joe Montgomery and the crew up there. We still carry giant, we recently picked up Batch, we do GT, you know, we have a few Schwinns I mean, right now there’s no product so you know, the forest pretty much sitting there empty. If I could find somebody that bikes I find them but it sounds like everybody’s out of the product. So

Pat Hus  08:43

well, nice segue because that was gonna be my next conversation pieces to talk about. You know, what’s happening with the craziness of the pandemic. And then obviously, in your world, you’re experiencing the same thing that we as an industry are all experiencing and that’s the supply line. Just being drained completely. But you know, you can’t get angry about it because nobody saw this coming. And everybody trying to react has, you know, you can see it, but it’s just not filling the pipeline. And I don’t know how long that’s going to take to where the bike industry gets back to, you know, availability. It’s going to be a little while. I talked to JT a giant, he said, Pat, we’re, we’re in a position where we’re going to be scrambling all the way through the first two quarters of 2021. And I don’t think he’s unusual. I think everybody’s facing that same battle right now. But talk to me about how things are going on the bike side, from your perspective, and then what’s happening in the motorcycle world. How is this pandemic impacted your business in moto?

George Gatto  09:44

Well, the bicycle side. I mean, it’s such a small portion of our business. I mean, we’re over $20 million a year. So you know, the bicycle side is it’s tiny. It’s probably about a half a million bucks a year at that store. That used to be a million-dollar store years ago. We don’t put the effort into it. We should I mean, we don’t really advertise it, it just kind of exists. But you know, I’ll back up and say that with all the talk and everything I keep reading about, you know, e-bikes are upon us, and seeing some parts of the country starting to sell you bikes, we did bring some e-bikes in, we’ve not been really successful with them. But you know, even you know, I’m going across composites 20 groups and a lot of discussions with Powersports dealers about e-bikes. I mean, you know, there are guys picking them up, there are guys looking at picking them up. So, you know, I get off on a little tangent here. But, you know, one of the reasons that we stayed in bicycles could work out that, you know, e-bikes take off, we’re already ingrained in that business. As far as getting a product, you know, there’s nothing you can’t get anything and bicycles and you can’t get helmets, tires, tubes. And although I’m not angry, I mean, I’m sure all the other retailers. See how angry the customers get when they come in saying, you know, I need a tire for my mountain bike. It’s like we don’t have any. When will you get some more? We don’t. We can’t get them. What do you mean, you can’t get them? Can’t you order them? Yes, they’re in order. When are you going to get them? We don’t know. What do you mean? You don’t know. It ends up being this big long conversation and they start to get mad. And, you know, we’re seeing the same thing in the power sports business, Honda Suzuki Kawasaki Yamaha sold out everything can’t get in one of our largest power sports distributors, great distributor. The president of that company is actually a gentleman that I know from Harley Davidson. And he basically told me their fill rate is 57%. That’s it. I mean, we can’t get half of what we order. And they’re working diligently to fix that. But the problem is manufacturing, they can’t fill the demand quickly enough, early on the other hand, so Harley PNA. And accessories have been a problem. But with the issues with Harley so what we’re seeing in the power sports industry, people with stimulus money, and people with you know, unemployment making, you know, they’re making more money than they’ve ever made. They’re coming in they’re buying, lower priced. So like street bikes, 750 cc and down, can’t keep them on stock, especially 600 400 to 50. Can’t keep them the good news. There is those are a lot of news. riders coming into the industry. Yeah, you know, Harley and some of these other companies have spent massive amounts of money to get new riders. And it was working a little bit, you know, took a pandemic, to get people to start buying small street bikes. So there’s a lot of new riders coming in. So that’s a big plus for the industry. The other big plus kids, people are buying kids dirt bikes, kids ATVs, they’re buying ATVs and side by side UTVs because they can do it as a family. So we’re seeing a lot of new riders coming into that side of the sport, which is a big plus for the industry. And again, it took a pandemic for that to happen, but the motorcycle power sports side, a lot like bicycles can’t get anything. Partly, the parts are hard to get. But the new vehicles are not selling as well as they used vehicles are and it’s because of the differentiation of the price of new to use. The negative with using this, the prices have gone through the roof. So yours is really scarce. Harley, they brought a new CEO in and he was the guy that turned Kumar around years ago, and he basically has cut back on new vehicle production, which they probably needed to do. But personally, I think he cut it back too much. So new vehicles are really scarce and we’re going to be scarce for the rest of the year. So there’s a long explanation to it. Another short question.

Pat Hus  13:18

No, no, no. But you know what the parallels are very interesting because the bike industry is seeing the same thing. We’re seeing new entrance, right we’re seeing people in the kid’s thing, not unlike moto is blowing up in the bike. Kids bikes were the first things that were wiped out on the shelves in the bike shops because all these people are home with their kids going how do we entertain these kids? Get them outside? Yeah, so we’ve had a ton of new entry ton of the repair business has gone off the charts as I’m sure you’ve seen in moto as well and not having tires and tubes. People are wheeling these old bikes in with spiderwebs and saying can you change the tires and there are no tires to put on them in a shop that I talked to is two weeks to 30 days on Repairs?

George Gatto  14:03

Yeah, it’s crazy. We are too.

Pat Hus  14:05

Yeah, it’s a good problem. But it’s a bad problem. Because if we turn people off now we can’t satisfy that spike in demand, it’s going to be a missed opportunity. But the other thing we’re seeing is embracing mayors and musical groups that want to create more places for people to ride. So there’s a huge opportunity as an industry, to take advantage of that wind in our sails, and get some of these things that we’ve kind of been fighting to get. Now we’ve got momentum, let’s go get this stuff done, and create safer places for people to ride and keep this new insurance engaged, keep them excited about riding bikes. That’s the part that I get excited about.

George Gatto  14:47

That’s a great point, Pat, because I mean, you got to control what you can control. We can’t control that, you know, we can’t control we can’t get the product, but you can control it. You know how you treat people. And then of course have places arrived. That’s really good stuff.

Pat Hus  15:02

It’s exciting. And you know, peopleforbikes is the advocacy arm of our industry, and they’re all over it. And they’ve got new leadership there, but and she’s just Jen dyes is terrific. And she’s got marching orders, and she’s going after it. So I’m confident we’re going to be able to capitalize on this but just can’t happen fast enough in my mind. So shifting gears a little bit, you know, I think it’d be interesting for our audience George to talk a little bit about the parallels, and then the differences between bicycle and motorcycle industries. And I know you’ve alluded to some of this stuff already. So let’s talk a little bit about the differences. So, you know, in the world of bicycles, you know, like margins are what they are. And accessory margins are where you want to make your that’s where the real opportunity that and labor, is it the same in moto? How are things different? How does it vary between import brands and Harley for As another example,

George Gatto  15:55

that difference between the metrics and a metric comes from Harley cars The guys in my metric 20 group are always telling me it’s power sports, George’s power sports, we’re gonna find you every time you say metric. But that’s 30 years of being a Harley dealer. I keep saying metrics, but they’re very different from each other. On the power sports side. Traditionally, the margins on new vehicles were very low. There were too many dealers, there was too much product, we always had a lot of aged inventory. So we’re always dumping inventory, the vendors always had aged inventory. And they’re dumping you know, 123-year-old vehicles. So the margins on the new were not very good. The brands or I could make a better margin or the brands we focus our business on, even though I may like the brand, or they may have a better name, we go where we can make the money. What’s changed now is that because there’s such a shortage of product, we’re making full pop on every vehicle that we sell, there are no discounts. We’re also getting freight and prep. And then we make a little bit of money in the f&i side with the financing you’ll make a little bit of money on the interest on the loan, you’ll make a little bit of money if we all buy life or extended service. policy, which is an important thing to have, especially for off-road vehicles. So it used to be we didn’t make a lot of money in the unit, we’d make the money in the f&i. We’d make money on parts, accessories, clothing, and service. Now we’re making most of the money on the new unit on the f&i, the PNA business on the power sports side, a lot of it’s gone to the Internet, and it’s been a real problem. I know it’s the same thing that happened in bicycles that are still happening in bicycles. Harley, on the other hand, we made our money on the unit upfront. We made money on the f&i the margins on clothing or not good when they’re typically 30, maybe 40%. At the lowest, yes, low margins, and Harley clothing is not cheap. I mean, you know, 100 bucks, a hundred 20 bucks for a shirt is no big deal. You know, 40 bucks for a T-shirt. That’s what they are. So the margins there aren’t really strong. PNA margins are stronger. We used to sell the vehicle and then they would accessorize the heck out of it. When money gets tight, they back off on the accessory. They just don’t accept it. As much as they buy less clothing so really, Harley’s been the money. There have been the units in the f&i, not the other products.

Kent Cranford  18:09

This podcast is brought to you by NBDA, membership, and industry donors to continue providing education and content like the podcast you’re listening to now. We need your support, go to nbda.com and join or donate today.

Pat Hus  18:28

Well, so in terms of margins on the bikes, like in the bicycle industry, I think, you know, most people on this listening to this podcast would say that their margins on bikes are typically anywhere from you know, 30 to 32 on the high-end bikes up to as much as 40 points on some of their higher volume, sub thousand dollar price points, and they are not happy about it. And understandably, when you shake out to an average margin of 3435 points, and your cost of doing business is close to that it makes it kind of hard to make it work, but I don’t think they understand motorcycle unit margins. What would you say are your margins on average import versus Harley?

George Gatto  19:07

So before the pandemic, I would say the metric side was probably up Powersports. I said that wrong power sports, I’m gonna get fine. Okay, the Powersports side was probably five 6%. A front end gross. Now you got to add your f&i dollars in there too, which can be fairly substantial back some cases, you’re making more in f&i than you are on the front end gross of a vehicle. Now, you know, we’re probably making 15 16% front end gross plus the f&i dollars. On the Harley side, you’re probably I don’t know how you’re probably 18 19% on No. Plus the f&i dollars which are substantially used depends on how well you buy and what it takes to refurbish them. So, guys, I’m like 20 groups, I’ve seen them as low as 14%. I’ve seen guys as high as probably 22% on use. So you’re looking at much bigger dollars, you know, you’re looking at, yeah, the cheapest Harley is $8,000 and they go up almost 50 Grant.

Pat Hus  20:00

So right, yeah, you’re not selling $500 front suspension bikes? Correct. So, we’ve talked a lot about Harley. And you know, it’s a brand that’s been admired for years and years. And it’s, it’s such an iconic brand. And you know, I think there are brands in the bike industry that like to compare themselves to Harley, which is a, I always kind of chuckle because I just feel like Harley’s taking it to another level. And I don’t think there’s anybody in our bike industry that can align themselves with Harley at this point. I know they aspire to it, but right now, I don’t see them being there. So talk to the bike shop owners, how does Harley treat its region? How does it support its retailers? Because it’s you and I’ve had this conversation before. And it’s been a great lesson for me to learn and just go, you’re kidding. Wow! Why don’t the bike suppliers to listen to do this? So maybe give me some a couple of examples and why Harley so important to your business?

George Gatto  20:58

So I mean, Harley is one of the nicest brands in the world. So you know Harley Davidson there, I’ve seen reports that they have a better brand recognition than Coca Cola or Ford, or you know, Chevrolet I mean, that’s how well recognized they are. So they are in a complete another category when I hear bicycle companies back in the day that would try to compare themselves for Harley. I did more than chuckle I mean, I did lol because bicycles are a commodity compared to Harley Davidson. So Harley is the company. So I mean, part of it is people. Now the new CEO, I don’t know. He’s only been there a few months. I don’t know him. The former CEO. I had a cell phone number. I could call him anytime I wanted to call him and I did call him he knows me by my first name. I know him by his first name. We had a great relationship with most of the upper management at Harley, and that’s how they operate. They have the best in industry training for their dealers. So I know that there are a few bike vendors that started to do training for their dealers, and I applaud them for that. I know that you know, when I was on the MBTA We had worked really hard to do a lot of training. They were in the process of putting 20 groups together when I left. And I know that they do have 20 groups. Now, that’s very important. I mean, training is good, but a 20 group when you can look at numbers of your peers, and you can see where you’re doing a great job and where you’re doing a bad job. And then you can communicate with those dealers that are doing a great job or I’m not and I can, you know, they’ll share with you what they’re doing, because you don’t compete, and it’ll help you improve those areas. So 20 groups are just huge. Harley has a point of sale system, it’s fully integrated. We do everything from selling the vehicle the f&i Harley knows what we’re selling when we’re selling so they know you know, not just vehicles but they know some little $2 part what they need to stock heavier on because they know what’s selling. We have access to some great reporting. To really measure everything in the dealership, I mean, my fingertips, I can look at reports to see you know, payroll percentage per department, aged inventory report. And frankly, that’s what I spend most of my time doing. I kind of oversee what’s going on with, you know, inventory levels, payroll levels, if we’re up against if we’re down, we set goals, are we hitting goals, you know, and Harley is where I learned all this, unfortunately, didn’t learn this at Penn State. We have reps that actually show up and do their jobs. I mean, when I was in the bicycle industry, and hopefully that’s changed now. But some of the worst reps on the planet were some of the biggest branded bicycle companies I dealt with. And it just blew me away. They also have training in the dealership, they had this program called performance consulting, they changed the name of it now, but they’ll actually send consultants to your dealership, and they’ll help you. You know, maybe you brought a new parts manager in, and they don’t know how to run the parts department, they’ll come and they’ll help you. These are the key measurements you need to look at. These are, you know, look at some of your measurements and where are you holding up? Where do you need to work? And they’ll send people in to the store to help you with these things. Now, you know, with COVID obviously, none of this is happening. You know, I’ve always taken full advantage of all the training they’ve had. I’ve taken full advantage of the relationships. And, you know, the 20 group thing. Again, I can’t say how important the con group is. It’s just I manage my business to the 20 groups.

Pat Hus  24:09

Well, you know, and I’ve been listening and hearing about Harley’s investment in the retail channel, and it’s, and obviously, their marketing is off the charts. Because it kind of if you go back and you look at Harley, it wasn’t because the product was the highest quality, standard set, Harley used to have a bad reputation. And if I’m not mistaken, you can speak to that better. But yet, despite that reputation, they built a rapport and a reputation with their retailers and gradually improved the product, of course, but when they started this whole March, it was not with a great product. It was more about the service and the support of the retailer. Am I right?

George Gatto  24:48

Yes. So, in the 70s, Harley Davidson was purchased by AMF, American Machine, and Foundry. Their goal was they were numbers-oriented. Let’s increase in production increases. production increased production, sell more, sell more, sell more. And they did that. The good news was Harley had a lot of antiquated systems and many antiquated manufacturing machines and processes, and AMF, the good part of emf was that they brought that up. Even though the volume was so high that the quality was bad. Harley bought themselves back off of AMF in 8182. And at that point, the benefit from AMF was that they had better quality manufacturing processes in place. So they took the production levels down to a regular, you know, more regular number. And they just focused on quality, quality quality. And the quality was pretty bad. They and after years, it wasn’t very good in the early 80s. By the mid-late 80s. Harley was booming. I mean, everybody wanted to ride a Harley Davidson and it wasn’t because it was, you know, quality or not quality was more it was the image. It was the brand. When you talk to corporate people from Harley, they talk a lot about the brand. You know, we as dealers We are stewards of the brand. And if you do something bad, and you’re not supporting the brand, you’re out, man. You know, there was a dealer. This is crazy, but he can’t somebody filmed a porn movie. And this guy’s dealership. Well, guess who’s not a dealer? You know, very quickly after that. There was recently a dealer down in Tennessee, that put some really nasty comments out there about Black Lives Matter. And the guy you know, the comments were the most racist, bigoted thing I’ve ever seen in my life. I guess he’s not a Harley Davidson dealer. They shut down right off, man. They don’t mess around. They’re great partners. But you know, you don’t represent the brand properly, man, you’re out.

Pat Hus  26:36

Yeah, good for them. I mean, that’s what that’s how you defend a brand. And I applaud that. Do you think that they’ve pulled up the industry in general, do you find the power sports, the import brands have learned from and watched Harley do what they have they elevated their game to match it?

George Gatto  26:53

Well, the Japanese brands, I mean, there are some great brands out there but they’re in Japan and they’re worldwide. You know, Harley is based here in Milwaukee, Wisconsin. And the bulk of their sales are US based, although they are worldwide. them, Harley being based here. It’s, it’s a little different like I know a bunch of people at Harley. And I, you know, six months ago, I knew more because they changed upper management. But there’s this whole relationship. I need something man, I know who to call, I can pick up the phone. Those guys. They’re in Pittsburgh, like Matt Levatich, the former CEO, when he was in Pittsburgh negotiating with the union. He stopped at my store. And he comes and says hi to me, but he spent half hour 45 minutes with my team, and even with customers, what’s working, what’s not working, you’re receiving over here? What’s your biggest issue with receiving What’s your biggest issue with a warranty? minutes, the CEO of a Fortune 500 company coming into my little store in Pittsburgh, asking all these questions. They did a thing. One point that was a guy to Kevin what they called it, they would actually send one of the executives to your store to work for like three or four days just to get a feel for retail because I gotta tell It most of the vendors and dealers, you know, we want to align our views, you know, we want to be partners. But vendors, goals, and needs are a lot different than what a dealer’s goals and needs are. So you’ve got to find that common ground. I will say a lot of people at Harley are manufacturing people, their distribution people, they may have marketing people, or they’re not retailers. And they at least had the interest to come in and learn about retail. And they needed to do that. Because again, they’re not retailers. They don’t see it. I’ll tell a quick story. I hired a guy that worked for Harley corporate for years, he actually would train service departments on how to run service. We hired them, love the guy, great guy, and His head was spinning. Even though he would train us how to run our service department when he was actually in the service department. You know, trying to run a service department. It’s a whole different ballgame.

Pat Hus  28:49

It’s a great point, George. I think that’s common in the bike industry. I think the wholesale side thinks they understand the retail channel, but in many cases, they don’t. Although Those lines are getting more and more blurred as the brands really dive deeper and deeper into owning retail trek is pretty clearly on a march to own distribution and specialized as their share and giants doing some of that as well. So they’re learning through their own stores. And that’s progress. I think that’s benefiting the whole distribution network. So it’s a good thing. So hey, I’m gonna shift gears again. We’ve seen what’s happening in e-bikes. You mentioned it earlier, you’ve dabbled a little bit. Harley is supposedly launching bikes. I don’t know where that stands today. But with KTM having a full and expansive line of E-bikes, you got Yamaha big time into the bike space with you know, their own dedicated motor their own product lines. There are giant and other brands that are, you know, adding distribution into motorcycle stores. What do you think it’s going to take for that to really get traction,

George Gatto  29:57

people buy in them. I mean, the last probably four group meetings I’ve had on the power sports side, a big portion of the meeting was actually, you know, what’s going on with e-bikes? Should we bring them in? You know, because Giant is aggressively pursuing our sports dealers. And it makes sense to me, Yamaha same thing, but I mean, we’re just not seeing e-bike sales. I mean, we’re seeing a few in Pittsburgh, but we’re not seeing a lot. I understand there are certain pockets in the US where e-bikes are selling really well. I think when they become more accepted, and you know, the prices continue to come down, we’ll probably see more of them. But I mean, I’m just not seeing it yet. And the Harley thing, everything’s up in the air right now with Harley, this new CEO is changing everything. They pushed it back from a, you know, a May June launch to a next year launch. But we don’t know when or if it’s ever gonna happen. So I’m not sure what’s going to go on there. And how well Will it work? I have no idea. Personally, I think I have a better shot of selling an E-bike through my power sports stores and I do so at a Harley store.

Pat Hus  30:57

Yeah, that makes sense to me. Because especially With you know, if you had a Yamaha or you had a KTM, or there is the crossover for sure. There’s plenty of motocross guys out there that are riding mountain bikes as their other recreation, for sure.

George Gatto  31:12

Exactly.

Pat Hus  31:13

Well, so I’m going to throw another question at you here that I think you’ll be interesting to hear how Harley’s tackling this. And this is they were watching the boomers age out George, you know that you and I are at the very tail Boomer group, and we were the ones behind driving Harley’s success back in the 80s and into the 90s. But we’re aging out. So what is Harley doing about this next generation? Are you concerned about it? Are you selling to this next generation? Where does Harley fall out in this? I’m just curious to see because we’re seeing it a bit in the bike industry where, you know, how do we market and cultivate that next generation.

George Gatto  31:50

So I was on Harley’s Dealer Advisory Council. They call it a DA C and you get a three-year term. You basically spend three, four trips to Milwaukee. And you spend three, four days with the powers that be at Harley to discuss whatever it is they want to discuss. And a lot of it is, you know, they want to understand retail, they want to understand what’s going on on the sales floor. You know, they want to know what’s happening. When I was on that CAC, we spent a lot of time talking about the baby boomers, and you know, what a huge bubble population it was. And at that point, I mean, they knew it was coming. They talked about it for years, and they knew it was coming. What they did is they marketed to new riders, and they spent a lot of money marketing the new riders, that was a, you know, an age that they were going for younger riders, they focused on, you know, younger male. The second category was probably female of all ages, after that was, you know, different ethnic groups, and they were fairly successful with it, but it wasn’t enough to make up for, you know, the guys my dad’s age that just couldn’t write anymore, and then my dad’s in his 80s you know, they could be really wanted to We could jump on a bike, but he’s just not comfortable doing it anymore. And he hasn’t been for quite a few years. So they came up with a trike. And you know, guys in their 70s Well, they were jumping on trikes, because they couldn’t balance, you know, two-wheeler anymore. So that helped. But, you know, once they hit that late 70s, they just got out. So, you know, the big thing with Harley, they spent a ton of money on marketing, as a dealer. A lot of it was walking the talk in that, you know, my staff at this point is very diverse. You know, when I first got into the Harley business, I felt very uncomfortable because I came from bicycles. My wife, still a physical therapist, and you know, she’s fairly fit. And, you know, we grew up doing bicycle rides, and, you know, he goes to shows and everybody was fit. I go to these Harley shows, you know, it was a whole bunch of guys that look like Santa Claus wearing leathers, and, you know, a lot of enthusiasts, and I was very uncomfortable with it. And you know, the language was different. You know, there’s a lot of dropping the F-bomb and, you know, a lot of beer drinkers and all there was a lot of beer drinking nearby. too, but I was very uncomfortable with it first. But as I found people that were like-minded and that were business people, and you know, I got very comfortable with it, actually pretty quick. It only took me a couple, you know, year two years to get very comfortable with it. But, you know, back to the original question, Harley spent a lot of money in marketing, they hired like if you go to the motor company today, last time I was there, it was before the pandemic and they had this big giant conference area on it’s on a fifth or sixth floor with a podium and upstage and there’s a whole bunch of chairs and such. They had a big LGBTQ luncheon, and it was for employees. And it wasn’t like there were six people it was, you know, there were more people who like account. But this isn’t the Harley Davidson that you know, that I was introduced to back in the 80s. And my dealerships are the same way. Now. I’m going to tell you that the bulk of my managers right now are female, my right hand, Lisa, she’s our general manager and our controller, and she’s been here for over 10 years, you know, female single mom of two. That’s not the way this business was. I mean, I have that African American employee, I have gay employees. It’s not what it was. So I think walking the talk is part of it. You’ve got to have people on the floor, you’ve got to have people at the motor company that walks the talk, and they know and understand this. And you know, they bring their friends in. And that’s how it looks. Now it’s a whole different ballgame. That makes sense.

Tara Kuipers  35:18

Have you heard of P2 groups and wondered what they are? P2 stands for the profitability project. And while profitability is that the focus of everything we do, we do so much more P2 group members share their expertise and their insights. They ask questions and they exchange resources to make sure every member is profitable and successful in every aspect of bike shop ownership. Reach out today so we can tell you more.

Pat Hus  35:53

Ya know, you’ve tapped into that next question, which was, I remember when you and I were talking earlier about you coming To speak at the IBD summit and we, we had a great conversation about diversity because it is an issue for the bike industry. And it’s, we face this challenge. I mean, we are not acting as an industry, recruiting people, different ethnicities, we’re just not it’s an old white, you know, male industry. And it’s, that’s not going to be sustainable. We’ve got to start thinking as our culture and our society as evolved, we as an industry need to evolve. And I loved hearing those stories about what Harley was doing. And I believe at one point, you mentioned that they were looking to recruit from a customer standpoint, Hispanic and African American. And there were incentives and prioritizations on bikes that were limited supply to those retailers that could demonstrate that they were actively engaging in those communities to recruit that customer. Is that still something that’s active within Harley?

George Gatto  36:56

Yes, it is. Now Harley has a point system they call it a bar shield, which is their logo. You get barn shield points for jumping through different hoops. And they’re typically a reward, not a punishment. Although if you do really badly, you can get put into a, what you call it Harley jail, where you’ve got improved or your franchise is in jeopardy. But they Yeah, they do reward on points. I mean, I tried to get my wife to reward me for points and she just won’t do it. But I can tell you it works. You know, we watch the points. We want the points you win a trip, in the end, you can win we’ve had trips to Madrid, we’ve had trips to went to Ireland. You know, they have these wonderful trips every year and you’re basically spending time with the who’s who of dealers and all the Harley exacts and you’re going to dinner with them. You’re going on tours, because there’s so much of this business, it’s a relationship. It’s so important as the relationship side. Yes, they definitely get rewarded for jumping through the right hoops. Well, because I think that’s what it really

Pat Hus  37:55

comes down to is it’s, we can talk about it at the supply level that we need more diversity, we need this, we need that. And we can go out and try to recruit for, you know, employment at the corporate wholesale level. But if we’re going to really tech, if we’re going to embrace diversity, we’ve got to start at the retail level, in my opinion, we’ve got to go out into those communities and get those ethnicities involved in the sport, whether it’s motorcycles or bicycles. And I think there needs to be incentives and tools provided to retailers on how to go do it, because I think it’s, it all sounds well and good. But until you hand somebody some toolkit that says, here’s how you do it, it may never happen. And unfortunately, I think that’s where we are in the bike industry.

George Gatto  38:41

What I failed to mention with Harley is, you know, all my time in the bicycle industry and all my time in the power sports industry. It’s a push business model. You know, the vendors want you to buy more products. They’ll give you a reward if you buy more products that give you a reward if you sell more products, but its Push, push with Harley to get Vehicles, you have to jump through those hoops and you have to get points, or you don’t get more vehicles. So it’s a pole system. So for me to get new Harley’s to sell, I gotta jump through hoops, or I don’t get them. But what brand besides Harley Davidson has that? You know, I don’t know what the word is, but I mean, I don’t know another brand that could get away with that. I mean, if Honda said that to me, I will be you know, I love you, Honda, you make some of the greatest products on the planet, but, you know, I’m just gonna sell the other brand. It’s called leverage. Harleys its the exact opposite. They had leverage they do they have leverage. Exactly, yeah, that’s one product. We’re gonna jump through the hoops. And typically, it’s making good business decisions, jumping through the hoops. I mean, Harley is not a perfect world and, you know, I could spend hours talking about some things that I don’t like with Harley, but you know, for the most part, if you make good business decisions, you get rewarded by getting more vehicles and vehicles drives everything else for us by selling new Harley Street Glide, I know that that person is going to spend X amount of dollars on parts and accessories They’re going to spend X amount of dollars on average on clothing, they’re gonna spend X amount on service over the next three to five years. So you want to sell that vehicle to capture all those other dollars. Um, the other thing I didn’t touch on was the diversity. I didn’t intentionally try to hire, you know, most of my managers being female, it just happened. These ladies were the best person to be in that position. And the same with you know, other ethnic groups that we have working here are people that you know, have different sexual preferences than I do. I don’t care about that stuff. I don’t care if you’re pink, blue, orange, I don’t care what car you drive, you know what color you dye your hair. What you know, if you like men, female dogs guy, I don’t care. It’s about doing a good job. I spend more time with the people I work with within my own family. You know, I like to surround myself with people that I like, and people that do a good job, and it just happened so it wasn’t like it was intentional for us.

Pat Hus  40:53

Now it’s great to hear that too. And it’s great. You know, I think a motorcycle has a more diverse audience in general. bike, but I could be wrong. But I feel that in my gut that it’s, it’s been more diverse, especially in the street world, you have a unique situation there. And I believe that the bike industry can start to find more diversity by starting with getting more people on bikes if we can create passionate cyclists out of, you know, newcomers that are coming into space now, those people become the feeders to the wholesale level to the whole, I mean, everything starts the diversity starts to expand, but it to me It almost starts at the consumer enthusiasts level.

George Gatto  41:38

Makes sense? 

Pat Hus  41:40

So, George, I, first of all, I want to thank you for your time today and for the conversation but I before we tap out, I want to just put one last thing in front of you and just say you got any advice for our like retailers out there today and these things, any pearls of wisdom that you could share or would like to share?

George Gatto  41:59

So I belong to this business group called YPO Young Presidents Organization and I actually joined it because remember Jim Bellis the bicycle exchange the Savior? Sure. Jim is who got me involved with YPO. YPO has been an awesome organization. It has opened many doors for me, just like the NBDA Board did. Dan Thornton and talked in the webinar that he did not too long ago about, you know, how the people that you meet, being on the NBDA board. I mean, you know, my first NBDA meeting, I’m sitting there with you know, Jim Balas, who was like, you know, he was a god, he had 13 stores in the DC market. I met Jay graves to the NBDA board. I met Chris Kegel. I mean, Chris was on the board for CABDA back in the day, and CABDAwas blowing up. When I was like, we got to get Chris Kegel on our board, you know, there’s a great guy. And like I used to go see Chris when I was in Milwaukee, visiting Harley, I’d have dinner with him or, you know, we hang out even it was for a few minutes, we just meet up, but I got to meet people like that being on the NBDA board. That was huge for me. YPO was huge for me. 20 groups are still huge for me, it gets to a point like, you know, onboard, like even Harley DAC, a dealer Advisory Council. The first year you’re learning everything there is to learn about Harley corporate. The second year, you’re engaged like crazy as the third year you’re like, get me the fit, or I’ve had enough. But you know, the people you meet and the quality of retailer, I mean, you are who you hang out with, you know, when you’re hanging out with the likes of, you know, Chris Kegel, you’re gonna bounce great ideas off each other. And you’re gonna learn from each other, and you’re gonna help each other and when you’re in a 20 group. I mean, some of the dealers are in 20 groups that I’ve been in because I’m going to 20 groups for the Harley stores. And I’m going to 20 groups of the power sports store. So I have three trips a year for each of those. And numerous webinars. Now the zoom webinars were on these things. I mean, during the pandemic, my 20 groups, we saved each other’s butts, through the pandemic. I mean, I was the first one to get shut down in Pennsylvania. I shared this, you know, detailed information of what was going on when we were getting shut down and all the uncertainty and did this is what I’m doing guys, I laid everybody off accordingly sign up for employment. I shut off you know all my advertising I slid off-cycle trader I called the garbage company and shut off the garbage pickup. And the guys in the 20 group were like thanking me when they got shut down, at least not all of them got shut down. But the guys that got shut down, they’re like George, you gave us a list of what to do. We didn’t have to come up with that list. And then when those guys were reopening before I did, they were telling me what was going on. Those guys in my Powersports group were like, George, how much inventory you got?  God, between three stores to Harley in a metro store. I’m probably sitting on 6 million bucks where they inventory I’m scared to death. I don’t know when our Governor is going to let us open. We’re going into the busy season. They’re like George, buy more inventory. I’m like, What? I’m not buying any more inventory. You guys are crazy. They’re like to buy more inventory. We’ve sold through our inventory. And we’ve already bought what’s in the US there is no more inventory. If you don’t place orders, you’re not going to get anything. So I placed orders and I get a full show run right now because The guys in the group, you know, we don’t compete. We share everything. We were texting every night we were calling, In fact, we still call each other almost daily. But you know, we saved each other’s butts. So you know, join it to the group, you get the opportunity to be on something important like the NBDA board, like the people you meet and the things you learn. You don’t get that from a college education. YPO you know, you got to be pretty big volume to get into YPO. But there are other organizations like it that are more broad-based. It’s not just you know, your industry. Guy. What else can I tell you? I think when we did the bicycle business conference, we talked about vote with your dollars, support the vendors that have you know, business models are the same ideals as you do. And the ones that don’t, no matter what their name is, drop their ass. I was a Polaris dealer. They’re one of the highest volumes off-road vehicle companies on the planet. I did not like their business model. In fact, I hated it. I dropped Polaris and it cost me some money to drop them. But you know what? I’m in a much better place today not having to deal with the latter. Bicycle vendors. I don’t know who’s who anymore. So I can’t speak to that. Beyond that guy, what else can I tell you to manage your expenses and the 20 groups, Sam Dantzler and Tony Gonzalez from garage composites? These guys are always saying, You’re not going to go out of business by having too much inventory. What do you get too much inventory? You know, they’re always looking at inventory levels, and how much can you sell? And, you know, we have floor plans that can be big, big numbers, so we really watch our expenses. You know, it’s not just about selling more product, training, training, training, training, take advantage of everything you could do. I mean, I’m a sponge. I’m not the brightest guy. I just, you know, I’m a sponge I’m just always trying to learn,

Pat Hus  46:37

Boy, you just put the ball on the tee for me. And I will say this and I mean this insincerity, Brandee. And the board at the NBDA has been they’ve been working their butts off to help retailers. And there are tools and resources that are available today. That can truly help every retailer that’s out there joining the P2 groups, the webinars that she’s got going on, she’s revamped the website. She’s just, she’s kicking ass as the executive director. She’s doing a fantastic job. And I think, you know, the industry, the retailers who shrug their shoulders at the NBDA need to take another look. There was a period where it was a little off course but it’s back and since she’s taken the helm it’s really become a valuable resource to bike shops out there and you’re crazy to not take advantage of it. That’s if I could say anything. That’s what I’d like to wrap this up with is you know, this is a clear demonstration of that is putting these podcasts together, they’re not easy. It takes time there’s an investment to be made but there are great lessons learned in all of this and George just wants to thank you from the bottom of the heart for doing this great to catch up. Let’s stay connected. And I’m sure our paths are gonna cross in the not too distant future, my friend. 

George Gatto  47:53

Hey, before I hang up, I want to say that I wish we had the NBDA in the motorcycle industry. We do not have an organization like the NBDA here, and we could really use it especially right now because even though things are booming, if you make bad decisions, you’re out of business and there are a crapload of dealers closing up right now Harley and Powersports both.

Pat Hus  48:14

Wow, well, a great insight rally cry, go get them Brandee.

Rod Judd  48:18

This has been bicycle retail radio by the National Bicycle Dealers Association. For more information on membership and member benefits, join us @nbda.com

[/fusion_toggle][/fusion_accordion][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_global id=”23277″][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_separator style_type=”single solid” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” flex_grow=”0″ top_margin=”” bottom_margin=”” width=”” alignment=”center” border_size=”” sep_color=”” icon=”” icon_size=”” icon_color=”” icon_circle=”” icon_circle_color=”” /][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”default” rule_size=”” rule_color=”” content_alignment_medium=”” content_alignment_small=”” content_alignment=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” font_size=”” fusion_font_family_text_font=”” fusion_font_variant_text_font=”” line_height=”” letter_spacing=”” text_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]

The post Learning across industries: Lessons from Harley-Davidson for the cycling industry appeared first on National Bicycle Dealers Association.

Immediately following the article, we received calls about whether there would be covered on a bicycle retailer’s insurance policy.  Historically, we have seen many ADA lawsuits for physical location compliance (inaccessibility at the retail location and/or sidewalk) where law firms actually utilize Google Earth to find retailers with potential obstructions at their storefront.  The website compliance issue has been less prevalent until recently and may become more common with commerce shifting to online.

Are you covered?
Common Business Owner’s policies exclude coverage for both of these claims scenarios. However, an Employment Practices Liability (EPL) policy may respond, defend, and indemnify these types of claims. In order for an EPL policy to provide coverage, it must contain coverage for Third-Party Wrongful Acts.

Generally, the third-party coverage is only offered on a standalone Employment Practices Liability policy.  Most small businesses do not have a standalone policy due to the additional costs.  Some may have coverage as an endorsement on their Business Owners Policy, which typically does not include coverage for Third-Party Wrongful Acts.  We want to make you aware of this potential exposure to your business, and suggest the cost to insure is not as prohibitive as many people think.

What’s next?
If after you review a demand letter with an attorney to better understand the merit of the demand, we recommend submitting the matter to your insurance carrier to see if there is coverage.

If you have specific questions or are interested in reviewing your current coverage, reach out to your agent or contact me, Scott Chapin, Marsh & McLennan Agency bicycle specialist and risk consultant at 612-759-6350 or scott.chapin@marshmma.com

The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

The post Are you covered? appeared first on National Bicycle Dealers Association.

[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_code]PGRpdiBpZD0iYnV6enNwcm91dC1wbGF5ZXItNTA2NTYzMSI+PC9kaXY+CjxzY3JpcHQgc3JjPSJodHRwczovL3d3dy5idXp6c3Byb3V0LmNvbS80OTYwOTMvNTA2NTYzMS1kb2VzLXNheWluZy15ZXMtY29zdC1tb3JlLXRoYW4tc2F5aW5nLW5vLmpzP2NvbnRhaW5lcl9pZD1idXp6c3Byb3V0LXBsYXllci01MDY1NjMxJnBsYXllcj1zbWFsbCIgdHlwZT0idGV4dC9qYXZhc2NyaXB0IiBjaGFyc2V0PSJ1dGYtOCI+PC9zY3JpcHQ+[/fusion_code][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”default” rule_size=”” rule_color=”” content_alignment_medium=”” content_alignment_small=”” content_alignment=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” font_size=”” fusion_font_family_text_font=”” fusion_font_variant_text_font=”” line_height=”” letter_spacing=”” text_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

This week, Chad Pickard, NBDA Board Member and owner of Spoke-N-Sport in Sioux Falls, SD, is joined by John Robinson, fellow NBDA Board Member and owner of Johnny Velo Bikes in Columbus, OH, for a discussion on customers and profitability. Is the customer always right? Does saying “yes” to a customer sometimes cost more than saying “no”? Join in on the discussion and feel free to weigh in on social media!

Support the show

[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_accordion type=”” boxed_mode=”” border_size=”1″ border_color=”” background_color=”” hover_color=”” divider_line=”” title_font_size=”20px” icon_size=”16″ icon_color=”” icon_boxed_mode=”” icon_box_color=”” icon_alignment=”” toggle_hover_accent_color=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=””][fusion_toggle title=”Episode Transcription” open=”no” class=”” id=””]

SUMMARY KEYWORDS

bike, customer, bike shop, shop, service, helmets, buy, industry, discount, store, part, product, tires, manufacturer, people, sell, margin, order, money, staff

SPEAKERS

John Robinson, Rod Judd, Tara Kuipers, Chad Pickard, Kent Cranford

Rod Judd  00:10

You are listening to bicycle retail radio brought to you by the National Bicycle Dealers Association.

Chad Pickard  00:16

Good afternoon and welcome to NBDAs bicycle retailer radio. I am Chad Picard. I own a couple of bike stores in South Dakota and serve on the NBDA board. Today we’re going to be talking to john Robertson of Johnny Vela bikes in Columbus, Ohio. And we’re going to talk about saying yes and saying no to customers and what that means down the road. Good afternoon, John. How are you doing?

John Robinson  00:37

I’m doing great, Chad. Thanks for having me.

Chad Pickard  00:40

My pleasure. Today we’re gonna talk about saying yes and saying no, we all have lots of customers coming in our stores and some are, you know, sponsored riders, some are ambassadors Some are just shopping prices, and I’m guessing that’s something that happens in your store.

John Robinson  00:55

It does. And actually Chad kind of got me started on this topic was I was trolling the interwebs and came across a forum where someone had posed a question about a customer experience, and should they do the work or not? And one of the comments that was on that thread, and I wish I knew, and I could credit the person that said it, but they said sometimes saying yes, cost more than saying no. And that really resonated with me as a bike shop owner, because I’ve gotten myself into that situation sometimes where I want to please that customer, and I don’t want to lose the money from that deal. And so I’m going to go ahead and say yes, and it’s come back to bite me a couple times. And so that’s kind of the one portion of the segment that I kind of wanted to talk about is how that affects me as a shop owner, but then kind of a second or later on in this segment. I’d like to talk a little bit about we as an industry, what we should be doing and saying no in some circumstances

Chad Pickard  02:00

Okay, so the customer’s always right. I mean, that’s, I think what we’ve been taught. What you’re telling me is that is that is not the truth. Give me an example of so our listeners can understand a little bit more about the details.

John Robinson  02:13

Sure, I’d be more than happy to, you know, actually, one of the things that came up was we had a situation where he we had actually a minister at a prominent church here in Columbus, Ohio, came in with his felt roadbike and my service manager wanting to help him out and do a tune up with the bike and fix some of the other things went ahead and accepted it in. I see it on the stand after the customer’s very left and I look at I’m like, What is going on here? The guy had basically taken JB weld, and JB welded his chainstay back together, it was quite obvious it had been broken. But my service manager was of the mindset and everything else that we want to do what’s right for the customer and help them out and get them Back on his bike, that’s a perfect example of sometimes saying yes could cost you more than say, No. I then call that customer up and said, hey, look, I’m sorry, your frame has been compromised. I don’t feel comfortable doing this. And he initially was like, Oh, yeah, I know, you know, you’re worried about getting sued, blah, blah, blah. What if I just go ahead and tell you It’s okay. Don’t worry about it. I said, No, I don’t think you understand. I can’t do this for you. This isn’t safe. This isn’t the right thing to do. And granted, you can say you’re going to go ahead and waive this. But if you have an accident and you’re in the hospital in a coma or a head injury, your family’s not going to know You told me to go ahead and waive this. So that’s one of the examples that initially came up to me when that first happened. I don’t know if you have any as well. But

Chad Pickard  03:54

yeah, having a shop and doing a lot of service in the area. Yeah, I mean, we do see that stuff. Frame breakage is pretty extreme. What about ebikes? are certainly one of the most popular segments in our industry right now. What about do look at off brand ebikes as one of the same issues, maybe some of the dangers that those bring with battery explosions or just poorly made batteries? Is that something we should be saying no to as well.

John Robinson  04:19

You know, it brings up a good conversation about it my shot personally, we won’t service any of the bikes that we don’t sell. So if it comes from another manufacturer, I will refer them to another e bike shop in town but I’m not going to go ahead and service that. I don’t want that responsibility. Same thing with eBuy kits and gas modifications. The bikes too. I don’t feel they’re safe at all. I don’t feel the wheels are designed to handle the torque the braking systems, the frames on any type of kit. So you know I have a rule, no kits. Anything that comes in with gas goes right out the door. We’re not going to touch it. And you know, we also have a policy to anything compromised on the frame, we’re not going to fix.

Chad Pickard  05:07

What’s that allowing you to do? So you’re saying no to a few of these people, where’s the benefit your company, you’re losing out on money, right? Because they’re gonna go somewhere else.

John Robinson  05:16

Maybe I’m losing out on some money, but maybe I’m not as well. So in the case of a bargain e bike, that person is gone out to the Internet, and they’ve grabbed a great deal on an E bike that has nothing. They know nothing about the quality of it, they know nothing about is the battery proprietary, and in three years, if that company goes out of business, are they going to be able to get another battery, things like that. So I look at it as it could be a loss, but in my opinion, it’s a game to us as well, because I’m not spending a lot of time having to kind of justify or explain to the customer why we’re not capable. Trouble of doing the work that the bike needs. I would rather not have a customer like that, that in the end, my staff that’s not familiar with the bike not trained or certified on that particular e bike or whatever, not waste their time because they’re going to go down a rabbit hole and what could be for someone that’s trained on that 30 minute job could be a two hour job for us and involving a lot of research and so there’s a cost to that as well. Do you find

Chad Pickard  06:32

situations where you’re able to offer another option for the customer? So in the in the case of the cracked frame, are you finding opportunities to upgrade to a new bike or,

John Robinson  06:45

I mean, obviously that’s a conversation we had with him was Look, this bike is not safe. You’re training for triathlons, and at the speeds you’re going and everything like that. I do not feel comfortable with you on the spike. I would rather show you what I can give you from a new bike perspective. Or even if you can’t afford a new bike right now, and we do this a lot. We will say, if you find a used bike, call us up, we’ll look on it online with you. Or if you want to have the customer meet us at our shop, we’ll do that and we’ll take a look at the bike for you and give you our honest opinion. I would rather get them on a safe bike even if it’s not from me.

Chad Pickard  07:29

And then the same goes with E bikes, I assume offering I’m sure you carry some some quality brands. What are some other areas in the store? That you’re having some of these conversations with customers just you know, we don’t do that. That’s not us. You can go here or here.

John Robinson  07:46

I’ll give you an example to just this past week we had a customer in our store who just signed a NFL signing bonus working Millions and millions of dollars came in or a shop, looking to buy three bikes for he and his friends. They were all extra larges. And all I had was a couple extra larges. But this guy was six foot five, and huge, even an extra large and some of the stuff I have wasn’t going to work. And you know, we talked about it. I looked at what I could find online right now and with everything going on with COVID inventory just scarce, even in the extra larges. So what I did was I recommended Hey, look, I don’t have it for you. Now. I can get it for you in three weeks or so. If that’s what you need then and you need it right now. I would recommend you go to my competitor shop, which they did. But when before they left, my service manager stood up and said you know what? I would like you even if you do buy it from our competitor bring Those bikes back in and just let me double check them. And they did. They came back later that afternoon with three bikes from our competitor, they were built extremely poorly. They were sized wrong. And this is an NFL player where it was sized wrong. And he would have had knee issues if he continued to ride this bike. So it could have affected his playing ability and everything else. So they appreciated it that that much. They spent $1,000 on gear and oak leaves and everything else in our shop later that afternoon. So we said no, because we didn’t have the right thing for the customer, but the customer appreciated it came back and then rewarded us for it.

Chad Pickard  09:44

And I think that would fall under. I mean, just just good hospitality and just taking care of the people in front of you. Yeah. Awesome. That’s good to have. Does this extend to you know, I got a cat five racer that’s gonna represent My team, he deserves, you know, full wholesale pricing on everything right.

John Robinson  10:05

Well, interesting point you brought up there. Last year we did have a team. We had a Johnny Velo racing team and I wanted to do it. I wanted the advertising, I thought they’d be good stewards. I’ve met with them. I talked to them, I want you to be good stewards. We’re going to do shop rides, and everything else that fell apart about halfway through the season. Half the team hated the other half the team, all this stuff came up and I made the decision. I’m not gonna do this anymore. And so we decided we weren’t going to sponsor teams anymore. What we’re going to do is we’re going to sponsor ambassadors. So people in the cycling industry more along the triathletes side, but they don’t have to be a triathlete. They can just be someone that rides every Saturday and has a group of people that goes out with them. And we’re going to make them a gianicolo ambassador, instead, we’re not going to give them huge racing discounts or anything like that they can get a kit at cost. And they can get a little discount at the shop, that sort of thing. But most of them are just appreciative that you recognize them and you want to showcase them in some way. So now with COVID happening that’s kind of gotten put on hold. But I’ve already approached I’ve got five people that we’re going to be calling Johnny bello ambassadors in the next season coming around. So it’s interesting too, because I actually sat down and did a little research based on last year compared to this year when we had the team and when we didn’t have the team. Now we did some other things too, this past year, and that’s we’ve said no to sales, and no to most discounts. So I am no longer doing sales in my store. I’m not doing a Memorial Day Sale or Father’s Day or Mother’s Day De or anything like that. What I’m doing instead is I’m creating an additional value. So I’m explaining to them why they should be buying their bike from us how much time we spend on the builds and the quality and making sure everything’s right for them. And then we also have we’ve created a five way promise for our shop. So everyone that knows in knows, our shop offers a five way promise does our competitors know. So when I looked at that a little bit, and I just pulled January to March 15 numbers last year and this year, because after March 15, COVID, blew up and everything like that, but it was really interesting. We basically made $5,000 less than when we had all the bike shop purchases from the team and everything like that during that same period, but we made almost $12,000 more Nice. So by saying no to that, we still made more money even though we sold less. So, you know, our margin basically increased almost 17% by doing that. Oh, wow. Awesome. So that’s made a big difference in our shop and it’s allowing us, you know, to pay our bills on time, even early, get better discounts, reducing the shipping charges and things like that. So by saying no to Team sponsorship, notice sales, no discounts. When people used to come in, I’d be like, yeah, I’ll give you 10% off, you know, this or that, that sort of thing. I don’t do that anymore. My staff doesn’t do that anymore. Instead, we’ll see about what we can do. Like, Hey, I’ll give you a water bottle cage instead. or pay I’ll give you a tube or we have a flat tire club that pretty much costs us nothing. If we really need to We might kick that in as well. So those are the ways that we’re creating value instead of discounting.

Chad Pickard  14:07

Okay. Is that a challenge with staff? Is there do they get sent to the stocks if they accidentally give something away? Or how does how do you manage that?

John Robinson  14:17

Well, I’m real fortunate because I have a great staff Chad. No, actually, no, I actually have seven other employees that are working for me right now. And I’ll be honest with you, I trust all seven of them. I’ve given a key to the at the time he was 17 in my shop, and he comes in and opens and comes in and off hours and stuff like that, and he’s just been phenomenal. So I’ve got a very trustworthy staff. They know I will back them, they understand and I’ve sat down with them and explain margins to them and Explain that, you know, if we increase our margins, it’s going to benefit the shop and it’s going to benefit them. Now, I don’t do commissions, I do team bonuses instead, every month Our team has two goals, they have a revenue goal, which has been blown out of the water with COVID. But more importantly, which hasn’t been blown out of the water with COVID is they also have a margin goal. And that margin goal is if they can meet that, then the team gets a group bonus. So you know, sometimes we’ve gone to steak houses. Other times we’ve, I think our next thing is we’re planning on doing a paintball event together. So just kind of different things like that. Sometimes it’ll just be like, Hey, here’s a bunch of additional money as far as a group bonus, and we’re going to split it amongst you guys so they know that acting in the shops, best entry is going to benefit them as well. Okay. So curious, how do you do it?

Chad Pickard  16:05

Let me present an example. And I’m curious what your what your response would be since you’re not doing discounts. And let’s just say it’s hypothetical. Sure. customer comes in wants to buy two bikes. One of them’s in stock. Second one, maybe there was some misinformation but they were expecting to leave with two bikes. And the second one is just not there. either. I didn’t put a down payment on it, or what have you, or maybe it was never there. And customer finds another bike, maybe it’s up a step or two above what they’re originally going to plan. Do you discount that second bike? Do you say, you know, thanks for sticking with us? I will reward you for sticking with us or how do you navigate that?

John Robinson  16:50

So I navigated in potentially two ways. A lot of I think we have a very good following and a very rational following out of shop but I would say look, I’m very sorry, I’m going to go ahead and I’m going to special order this bike, I’m going to rush it, I’m going to waive the shipping charges for that. And to top that off, I’m going to deliver it to your house. So you don’t have to come back yet.

Chad Pickard  17:14

So added value,

John Robinson  17:15

added value, it doesn’t cost me anything extra. And they’re happy.

Chad Pickard  17:22

So you’re saying don’t discount that second bike that’s out, maybe outside of their price range, get them something that they originally going to get, potentially? Yeah, okay. So yeah, at our store, I mean, we follow follows similar rules, we have actually cut back on sales events, we actually focus more on promotion. So when a vendor has a planned promotion, we tend to follow those but we also tend to buy accordingly. So if there is a product we can buy, deeply discounted, it’s likely we’ll maybe do a promotion with that and as certainly boost their margin as well.

Kent Cranford  18:00

This podcast is brought to you by NBDA, membership and industry donors to continue providing education and content like the podcast you’re listening to now, we need your support, go to NBDA.com and join or donate today.

Chad Pickard  18:20

How do you handle the internet sale, you’ve got a guy comes in, he’s got his iPad out, showing you, Hey, this is this is my price, I want to pay this on this product, please match it. Or I’m gonna go and tell all my friends that this isn’t the place to shop. And I’m gonna just buy it from this online distributor or maybe it’s another store. I don’t know. How do you handle those?

John Robinson  18:40

Oh, it’s simple. I just let them know our policy and my entire staff knows our policy too. I’m sorry. We do not install new parts purchased over the internet.

Chad Pickard  18:51

That’s our policy. But what if it’s a it’s a part that’s on the internet and they want you to match that price.

John Robinson  18:58

Again, it comes with Down to are they spending a lot of time asking us questions and wanting our advice? If they are, I’m going to probably still continue to follow our policy and say, No, I’m sorry, we’re not going to do that. We will not. Even if they want us to price, we’re not going to do that if we’re giving them advice, and they’re taking our time and coming in the shop and asking us a lot of questions. You know, I just had a guy call me on the phone last week, and he was asking about the difference. Well, you know, I see this part online, you know, this chain said, you know, it’s a 5339. And then there’s another one to 50 to 36. What’s the difference? And I said to him, I said, Are you planning on purchasing this online? And he said, Yes. And I said, then I think you should call that online retailer and ask them what the difference is. Okay, so that to me is like someone calling up an investment advisor and asking them about a stock tip, and then go into E trade and buying it themselves. I think that’s rude. I think that’s bad business practice to even allow that. So we don’t do it.

Chad Pickard  20:18

Have you seen any instances where that’s had a negative effect?

John Robinson  20:22

Not really. I mean, we have a very strong following when it comes to customer service, and I think and track integrity. And being very meticulous with our service. I have a phenomenal service manager. He’s got a really good following with our high end customers. They understand the value of him and his staff. I would rather if someone wants to try and discount me down on parts, I would ask this, do you do that when you walk into a target? Do you go up to the customer service place and you say, Hey, I can get this cheaper? No, you don’t. But for some reason, customers in the biking industry, they’ve been ingrained that they can act that way. And I just think that’s wrong.

Chad Pickard  21:11

I agree with you. I it’s surprising. I think it’s, I think it’s a bigger issue with specialty retail or smaller businesses. Because you’re the owner is seeing the customer. They think that they can ask for that discount, since they have direct access oftentimes to the leadership of these small businesses.

John Robinson  21:30

Yeah, but what a lot of people don’t realize with these small businesses to her, we’re the ones that are donating bikes to charity events, or one thing we do is I don’t donate merchandise hardly ever. What I donate is I donate tuneups and anyone that calls me up that’s got a viable charities school function, silent auction anything like that. They can get 270 $5 tuneups from us. No problem. Whatsoever because I’ll tell you this I’ve looked at it to our $75 tune up, averages about $157. All things said and done,

Chad Pickard  22:10

because those buy added hog labor items in parts hubs, rotted tires.

John Robinson  22:16

You know someone’s at a silent auction I like yeah, my bike needs some work, I’ve written smears I’m gonna buy this. The tires the sidewalls are cracked on hub issues, a greases kind of solidified things like that. So our average turnaround on a $75 tuneups $157

Chad Pickard  22:36

So the takeaway is really value, what you do value the MSRP of your product. If someone’s looking at discounts or looking for free stuff, that person doesn’t value your business and is probably best sent maybe elsewhere maybe to another shop that hasn’t learned their lesson or another online retailer maybe where they’re not going to get the service that they need. Is that kind of the the takeaway?

John Robinson  23:04

In my opinion? Yeah, that is kind of the takeaway that may seem harsh to some people, but I hate to say it and you know, I’m newer to the bicycling industry than a lot of you guys but it just dumbfound me that we allow this we constantly chasing the almighty dollar and we don’t care. Not that we don’t care, but it’s like we’re just chasing the next dollar. And I think we need to, as an industry kind of need to step back and say, wait a minute, why are we allowing this? Let me ask you this, Chad, people that come into a bike shop with internet parts and give those to a mechanic and say put these on for me. They expect if there’s an issue, and those parts are bad for the bike shop to take care of it. They expect you to handle the warranties. They expect you to know that hey, you know They’ve got a seven speed free wheel, but they ordered eight speed shifters. They expect you to to correct all of those mistakes, which cost you time and money to chat. Let me ask you this. Have you ever taken a roff stake, walk into a restaurant and asked the waiter to take it to the chef and have the chef cook it for him? No. Why not? Because it’s rude. Same thing. I don’t understand why. It’s not permitted in the restaurant industry or it’s not permitted. Someone going to get their hair cut and go and see their hairstylist and say, here I don’t want you to use a hair dye or I don’t want you to use a shampoo. I brought my own. How is that? That sounds so ludicrous to ask someone to do that. But why do we as a bike industry allow that?

Chad Pickard  24:53

Yeah, I don’t know the I don’t know the answer to that. I mean, I’ve had never have taken a steak into a restaurant. I have always wanted to And I know that

John Robinson  25:02

I’m sure you’ve taken a flask full of whiskey and doused you’re just ordered a coke. Right, but

Chad Pickard  25:10

they haven’t done it. Okay. It happens in our bike stores and I think there are, there are maybe some circumstances where it’s okay in in that if someone brought in, like if I can’t get a certain wheel set, but a rider needs that wheel set, or they, you know, the tire they want, they can’t get, but they have a friend who has a shop somewhere else or whatever. I mean, we do make some exceptions.

John Robinson  25:36

I think that’s okay. If you can’t service them. Yeah, that part or whatever. I see how that’s okay.

Chad Pickard  25:44

Yeah,

John Robinson  25:44

but that’s a very thin line.

Chad Pickard  25:47

Yeah, and that’s not the rule. That’s the exception. Any unintended consequences like I’m guessing, I think back to some of some special orders specifically where we should have said no. So think like unique, you know, we’ll sad or whatever weird part from some small company ended up becoming a transactional nightmare because of something was built wrong or whatever in having us having said no to that would have certainly saved us a lot of time and frustration. So an unintended consequence would be more free time to focus on customers that are willing to pay for our services and value our services. So other than maybe free time, have you seen any other unintended consequences? attitudes of staff or confidence may be built up in staff,

John Robinson  26:38

I can assure you, my staff has my full confidence and I’ve given parameters so we have a check in station for all of our service bikes. And on there, there is a list of this is what you need to check in. It’s taped to the park tool, bike stand. And there is a list of Things that they’re supposed to look at. And one of the things on there is has the frame been compromised? And if the answer is yes, hand the bike back to the customer. Another is, if you happen to see that the seat adjustment, or the seat pose is past the the safety guidelines, point that out to the customer and let them know that we have to adjust that and give it back to them within the safety guidelines. And they all know that if the customer says no, I don’t want that. Or no, I expect you to keep it the way it is that it’s okay to hand the bike back to the customer and say, I’m sorry, we can’t help you. Maybe you should try such and such down the street. I have no problem with that and they know I will back them up 100% that goes to the same thing with COVID. We had a zoom call about COVID with the staff and what are they seeing what are their concerns with some of the more I’m afraid to tell the customer that they have to wear a mask and I said No, you shouldn’t be afraid to tell a customer that at all. If a customer gets upset with that, just reassure them I’d be more than happy to assist you outside that

Chad Pickard  28:13

so so the first point you’re what you’re telling me is your your service writing process has gotten better and more thorough, is what it sounds like. And Elio we, as a service side of things is my favorite. There’s nothing worse than getting the bike in the repair stand on the day you’re going to work on it and oh, frames bad or crack or what have you. That’s a time killer. Our services in the basement and it’s probably a three or four minutes, three minutes. 97 seconds to sit down and just kidding.

John Robinson  28:45

So that makes up four minutes and 37 seconds, right. I told you I brought Matt

Chad Pickard  28:51

today. Oh boy. Oh class. Yeah, there’s a lot of time in taking a bike from where it’s stored. Putting in the sand finding out that Something’s not going to be as planned the calling back and forth with a customer putting it back grabbing something else, that’s a huge time killer. More efficient service writing is going to save you, as a retailer a ton of time and money actually make you more money. I would say to we actually

John Robinson  29:17

on each side of our POS now we have two different stance. One is for if a customer is buying a bike, and the other is for if a customer is bringing on a bike for service. So we have different tools at the service stand for them to be able to check you know, the chain checker and everything like that. They go down through the list, they know hey, check the chain, check the cassette, everything. But on the other side, too. What I saw in our store was when someone bought a bike, they would lean it against a POS stand or they would lean it up against the merchandise or stuff like that. So I thought why not put a stand over on the other side as well. And we’ll put it in there. Then we can say, hey, look, it’s by all of our accessories. These bottle cages would go great with that paint job. And by the way, you know, I know you’re going to be commuting, let me talk to you a little bit of lights, and oh, we could mount them right here and things like that. So we’ve actually, we’ve got a service check in station, and we also have a sales check in station two, and they’ve worked extremely well for us. Awesome. So we’re going

Chad Pickard  30:24

to pivot a little bit. I think it’s the same conversation and you mentioned a little bit about it earlier, and let’s just say, I’ve got a new rep coming to town. He just signed on with bike brand a and he is going to make changes in my region. He’s going to retire early, throws the the preseason down on the table and says, Yeah, you can carry these bikes that you want. But I need a helmet order a shoe order, a glove order, a lock, order, a bell order, everything. So can I say no to that guy?

John Robinson  30:57

Sure. No, I would preface it with this If you are a shop that only has one vendor and one major vendor Shame on you, because that gives you no negotiation room whatsoever. You’re beholden to that company. So I would look at it as a two way street and say look, yes, I will work with you on some of these items. I like some of your items. Others I don’t, I will work with you on that, but I’m not going to be beholden to you and have to order all my accessories from you. We as a shop we carry three different bike brands in addition to all the qbp stuff, you know, that you can get in the shop as well but, and I utilize some of them in different ways. And like right now what’s going on with COVID that was a perfect example. manufacturer a ran out of inventory before manufacturer B so I shifted the manufacturer be as quickly as I could bought up more and I still have a pretty Good inventory right now I’m missing on some sizes and styles, but I’m doing pretty good right now. Others aren’t because they put all their eggs in one basket. So if you’re going to do that shame on you from a business perspective, you need to stop acting like you just want to hang out and run a bike shop, and you need to protect your investment.

Chad Pickard  32:24

Okay? So it sounds a little more like, I’m going to say yes or no, but I’m going to have a plan that’s going to back up, what I’m going to order and my plan is is to succeed and be sustainable. It’s not to promote brand A or B. It’s to promote my brand with those products.

John Robinson  32:46

Okay, very much so. I mean that, you know, bike manufacturer a, they know for sure not to come to me and try and sell me helmets or get me to invest in helmets. I’ve tried their helmets. It took me two years. So unload them. And I finally started giving them away every time someone wanted a bike so I could clear up my stock. I learned from that lesson and they know now never again, well, I be buying helmets from them. And others did the same thing too, because then the following year, that manufacturer changed their requirements. So if you stand up a little bit and you show Hey, look, I’m willing to work with you on some of these things. But some of these other things don’t make sense whether it’s a product and farrier, my customers aren’t going to buy racing helmets, if I only do family bikes or something like that. It just makes sense to your bottom line.

Chad Pickard  33:43

Okay, that processes you’ve been open to what, three, four years. This is our third season. Okay. And that’s been working well for you. It’s been working very well. Good and your your vendors are respecting that. You asking for that and continuing those types of practices.

John Robinson  34:00

I very much I mean, it’s I want to help out my vendors as well to like, you know, my local reps and things like that. I know they’ve got to perform or they’re not going to be around. And if they work well for being communicate with me and think about my business and not just my order, I’m more inclined to say, you know what, instead of ordering water bottles from XYZ, I’m going to place my order with you. There’s a given take, too, I don’t mind spending a little bit more, if it’s going to help the person that’s been helping me not just trying to sell me something. Sure. Historically, I’ve

Chad Pickard  34:40

always appreciated the reps that have gotten to know my business enough to come to me and say, Hey, I see an opportunity here. And let’s just, let’s just try it. What’s not, not force it, but let’s just let’s just try this. Let’s leave us both the way out, so that if it doesn’t succeed, we’re both Not ruined. But let’s just try something. And what’s crazy is that every time I rep has done that, it has been really a surprise for me, I think to some extent, a surprise for them as well. But I love that idea of working together on it and lifting all the boats, I mean, lifting up the vendor, being able to support them more with dollars and showroom exposure, but then also it being a success for me as a retailer,

John Robinson  35:24

you know, and once I got rid of those helmets, I had another vendor approached me and he assured me He’s like, Look, john, you are going to sell the heck out of these helmets. The price points are there, the margins are there, the customers like the style, if you don’t, I’ll work with you on it. And he was right. I can’t believe how much I’m spending and helmets every time I get an order. It’s like, I go through it in just a few weeks whereas with the previous manufacturer, they set on the shelves for months.

Chad Pickard  36:00

So here’s the curveball products that we put in our store. Are we too close to them? For example of, let’s just say the helmet, there are helmets that fit my odd shaped head really, really well. There are other helmets that do not fit my head very well and I’ve got to wear such a huge helmet. And it has just so much space to the sides that it just it looks bad. Not that I look good with a good helmet, but am I missing out on something because the helmets that I’m choosing not to carry? Maybe those fit someone else really well. When we say no to a brand, are we saying no. Just because of our own preconceived notions.

John Robinson  36:43

Yes. So a lot of the products in my shop are products that I have used personally, or the manufacturer has not only good margins because that’s I won’t carry it if the margins are good. I made a mistake with the camera manufacturer at one time, and I’m so glad I got out of that. But I stock products that I believe in that I think are made well, and I sell that value. Again, it’s selling the value, not the discount. So, for example, one of my manufacturers, they have a phenomenal return policy. You know, they have a great warranty program, I had a customer bring in a pump that was like 10 years old, and I’m like, Oh, I don’t know if they even make these anymore. Sure enough, I call it up and you know, within a few days I had the part. So it’s companies like that, that I want to do business with and if I in the value add, a lot of times people are going to be okay with that. You know, for example, we carry some high end design pumps, for example, and the customer always asks us well what’s the difference between pump Bay and the design pump and we say the lezyne pumps and aireloom pump, you’re going to pass it on to Your family, you know, it’s going to last you forever, you’re going to be able to get the parts for it. And I use it for all our sex support and everything like that. And it’s just bombproof. And they may decide, hey, I want to go with heirloom quality pop. But if you explain it to them, Why you like the product, they’re more likely to buy it. And I take product recommendations from my staff just as seriously, someone may say, Hey, you know, I tried this. I really liked it. I should take a look at it. And if I can give the customer a story, or they can give the customer a story about why they like it, we’re gonna sell it 10 times better than someone just saying. Helmet checkmark.

Chad Pickard  38:46

Yeah. Okay, so, add the story. Connect the customer to the product. Get some buy in? Yeah, yeah.

Tara Kuipers  38:56

Nobody knows your bike shop better than you, but the people who might know The closest our other bike shop owners who are facing the same day to day and long term challenges that you are joining a P2 group is one of the most affordable ways to take a deep dive into your business alongside other bike shop owners who are experts in what you do reach out today so we can tell you more about how a p two group can make a difference in your business.

John Robinson  39:30

Chad, I’m gonna ask you to because you know some of these online forums with some of these bike shops that I’ve come across. They say oh, you know, and I’m reverting back to the internet parts topic. They’ll say, you know what, I’ll take the product and I’ll put it on, but I’m going to make it up in service. How true Do you really think they’re going to make it up in service?

Chad Pickard  39:56

I guess you’d have to ask those jobs. I mean, I think the There’s a lot of people out there that think, oh, you’re gonna your profit is your labor, or your profit is selling us bikes or your profit is selling tubes. And I, personally, I don’t see that as the answer I see that, you know, we need to offer that a complete service. And that’s service for the bike with parts, and hopefully a lifetime customer that’s going to buy a bike, another bike and another bike. And the whole package is where we are able to make money. That might be evident in the number of shops that just offer service or you know, in a garage or what have you. If service was where we made our money. There’d be a garage with doing service on every single corner, and there just isn’t, and you just have so many expenses, that service just isn’t going to cover. What would you rather sell a $2,000 bike or do $100 tune open an hour? Well, I’d rather do both to be completely honest. I’d rather sell the bike and service it down the road and and get him prepared for his next bike in two or three years. Does that answer your question?

John Robinson  41:09

It does kind of away. But it’s, it’s this argument. And, you know, I actually kind of got in a little online back and forth with someone we both know, on the internet regarding this subject. And their response was, look, I’ll make it back in service. And so I thought, okay, that’s a great argument to hear. But is it true? And so what I actually did was, I thought I might have to spend an hour trying to find a part on the internet. For this example. It was actually the first part I picked, it took me 30 seconds. And so here’s kind of the scenario. The part and the manufacturer, I’m not going to mention but we’ll kind of crank through this a little bit, but the part was MSRP almost $280 my labor to install a crank set is $20 basically, my cost to do that, and that part runs me labor part everything $192 based on what I sell it for MSRP and my Labor Rate, I make $105 profit at a 35% margin. Now, if that same person brought that part in to your shop, I don’t know what you charge for crankset install ours is $20 you’re gonna make $20 and the theory behind it is, oh, I’ll make it up in labor. How are you going to make up an $85 difference in labor, by them bringing that part in? Instead of you requiring them to get it from you. The customer is going to say whoa man at $105 charge They’re gonna Thank you took advantage of. So how does that thing I hear from so many bike shops that says, oh, I’ll make it up and labor, how do they make it up and labor,

Chad Pickard  43:12

there’s a mystery button on their calculator. It’s possible that, you know, they’re just doing a ton of service and they have an ace mechanic who’s able to turn that stuff in and out quickly. But if he’s gonna have to take that bike from repair, stand to storage, to repair, standard fix, and back to storage, that’s a challenge to make any money off of it. I have a service writer that if you came into my store, and you brought that crank set and you were getting it installed, you would not be leaving that store with your installed crank set, you’d be leaving with probably a new garment, probably replacement chain ring bolts and chain ring and chain and cassettes, maybe an upgrade in a drive system. So it really depends on on how well trained your service managers are to actually run through the bike and see opportunities to create a bike that’s better for that person, something they’re gonna love to ride a lot more service writing is I think the key probably to that equation is How is it done? If possible to make money you’re not making it on that $20 crank charge installer, you’re making it on the 12 pack of power bars, the all the other stuffs, the add ons that are going with it, which are great,

John Robinson  44:30

or are you losing out because they’re continuing to buy other stuff off the internet and not through you and you just don’t know about it.

Chad Pickard  44:38

It goes back to if you’re actually able to add on those sales. It’s obviously going to benefit you so it might not be you’re not going to sell them a crank they already have that. But margin on chains are great. And a bike works so much better with that new those new chain rings, begging for a new painting to go with it. If you continue down that road of just Installing products bought elsewhere. I have a hard time seeing where that’s going to be profitable. And it goes back to the state question. Yeah, you’re not going to make money if you allow your customers to bring a steak into your bike store and cook it on your grill,

John Robinson  45:14

right? And in that same regard to let’s say, you do put a chain on with a crank set this time that customers don’t realize, like, Oh, damn, I should have got a chain on the internet to next time this happens. I’m going to make sure I get all the parts that I need before I walk in there.

Chad Pickard  45:30

Maybe but I think maybe you agree maybe you don’t navigating compatibility has been one of the best things for our industry to help us sell more parts. We’ve all had that person come in and say, I bought this online I need it installed. the wrong one, because there’s so much bad information on the internet. You know, kind of hold the key to getting the right products efficiently. Now that doesn’t mean there’s that there are that type of customer that They will hunt and hunt until they find this super obscure website, that’s going to save them $5 on tubes, and that’s just part of, they’re just that customer. And that’s okay. Because at some point, they’re gonna need your services. I’m pretty sure it’ll be more than just installing those parts online. If they don’t need your services, there are plenty of other people that do. And so my saying no to that guy eventually, or maybe the first time, you’re certainly opening up space for those customers that love you and support you and value what you provide in your community.

John Robinson  46:38

You know, it’s interesting what you were talking about that it brought up another situation. There’s a person that I ride with, she’s on my cycling team for this charity that we raise funds for every year. I’ve loaned her a bike when her bike was broken and it was the event day and she didn’t have anything Under a bike to use, we’ve done tuneups for her. She knows the quality of the work that she was getting. But she reached out to me on facebook but a week ago and said, How much do you charge to install Gator skin tires? Well, I know her. And I know she hasn’t gotten those tires from me. And I mean, this is how fanatic and how I feel about this. As an industry, we have to start saying no, or we’re never going to train and we’re never going to improve. We’re always going to be chasing the lowest margin dollars that are acceptable and everything else. And so I knew she didn’t get them from me. So I asked her, did you get these from me? And she’s like, no, I got them from Amazon. And my next response was, I’m very sorry to hear that. We do not install parts, even tires that are bought from the internet when you can purchase them in our shop. I hope you understand. I reckon it as an again, using the same analogy of someone taking a steak into a restaurant. I don’t think that’s right. And for our industry, that’s how I feel. Her response was, you know what, you’re right. I should have ordered them from you. And I’m sorry. And then I said to her, you know, we have a tire changing clinic, you’re more than welcome to come and learn and we’ll show you how to do it. You can bring them here. But that was someone I know and ride with and everything else and still, they thought it was totally okay to do that. And unless we as an industry, educate people that this isn’t okay. They’re going to continue to do it.

Chad Pickard  48:44

Well, and I think you bring up Amazon and Amazon has been a risk over the years just because of counterfeit product. framing that conversation, asking what’s your expectation if I install these because I can’t offer any warranty which may be You know, buying them online may save you $10 now, but when that product fails, if it’s counterfeit, what’s the damage of that? You know, think of a bike tour that you’re planning on going on. And you’re, you know, 75 miles into the first hundred mile day and your tires are in pieces. And the next bike shop is 400 miles away. Personally, having worked several cross day tours, I’ve seen that happen, that there’s a reality to that. And so when you can frame it that way, share the story of why you do what you do. We’d love to sell you some tires. This is what we charge for tires bought at our store. We have tire changing clinics is an excellent option to engage with them a little bit more and share even more about your story as a bike store and the services you provide me that’s an excellent opportunity.

John Robinson  49:49

Well, Chad, you know, we started this whole thing talking about sometimes saying yes can cost you more than saying no, both for a bike shop standpoint and an industry standpoint. But what if We, I mean, that brings it to the customer level. What if the customer learned by that saying yes, and buying that internet price is going to cost them more in the long run? And I didn’t think about it when we started this conversation today. But that’s just another way that we can educate the customers on why, as a shop and as an industry, we’re saying no,

Chad Pickard  50:23

right? And the purchase price is just part of the equation. There’s some retailers that do an excellent job of discussing that with their clients saying, Okay, great. You can buy this product online, someone will always do it for cheaper, but they’re saving money somewhere. Either it’s a counterfeit product, or you’re not getting insulation or what have you. One of my favorite memes is two tattoos. And it says it has to do with how you know a good tattoo artist. And the first frame is just a great looking tattoo. And the second frame is a horrible looking tattoo and it says my friend can Do it for cheaper. And I think that’s an excellent example of Yeah, you can get it cheaper, what are you giving up? Are you giving up a successful bike tour? Are you giving up your personal safety? Or the safety of others? Are you giving up warranty service down the road? And we need to be talking about that value that we add with all of our customers and our staff that know how to do all of this stuff. It’s hard for them to understand the value of what they provide. And that that’s the challenge, I think, in our industry is we have we hire a lot of cyclists that can do everything and they don’t value what they do or the product that they can get. It’s challenging.

John Robinson  51:43

You know, that brings me up to something that’s interesting. We had a competitor open up down the street from us. This is their first season. And interestingly enough, we’re booked three and a half weeks out service wise and that’s because you talk to people you look at our reviews You know, we do it right? We do a good and you’re going to be happy when you leave and safe. There, you know they got a huge sign up in the front that says 24 hour turnaround on all tuneups. I’ve actually wanted to put a sign up in our front store. We fixed 24 hour tuneups. Yeah, yeah, you can’t turn around a tune up in 24 hours typically, even if it is their first year because if you’re doing a good job, there’s going to be other things and you’re not going to have the inventory and all the parts and everything to make this perfect. You’re just going through you’re tightening some cables storing a little lube on check in a boat or two, and that’s a tune up. And that doesn’t do our industry in a good either.

Chad Pickard  52:49

Well, we’ve covered a lot of things, saying yes can sometimes cost us some money, you can certainly cost our customers more with their time. They value their time, sometimes more than than we do. We’re going To wrap it up, john, any any final comments?

John Robinson  53:03

No, I just would say this. We as an industry right now are doing extremely well, what’s going on in COVID. And I just think this is a point that maybe every shop owner should take a step back for a second. Once they kind of get through this thing and look at him, What am I doing good for the industry, good for my shop and good for my people, and my customers. And maybe consider some of the things we talked about today. But looking at what you’re doing from a policy standpoint, on service on sales, everything like that, and maybe make a couple changes that’s going to better your shop. Better your industry.

Chad Pickard  53:43

Yeah, I think you’re right. Well, thank you, john. I hope you continue to be healthy and your shop continues to stay stay busy. And

John Robinson  53:51

likewise to you.

Chad Pickard  53:52

Thank you. I’m sure we’ll talk again soon.

John Robinson  53:54

Great, Chad. Thank you.

Rod Judd  53:55

Thank you. This has been bicycle retail radio by the National bicycle dealers or so. Association. For more information on membership and member benefits, join us @NBDA.com

[/fusion_toggle][/fusion_accordion][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”default” rule_size=”” rule_color=”” content_alignment_medium=”” content_alignment_small=”” content_alignment=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” font_size=”” fusion_font_family_text_font=”” fusion_font_variant_text_font=”” line_height=”” letter_spacing=”” text_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

Chad Pickard
Owner, Spoke-n-Sport – South Dakota (2 locations)

In 6th grade, Chad took apart and rebuilt his first coaster brake hub.  It was that curiosity that kept him working in bike service shops from the age of 14 till buying Spoke-N-Sport in 2001.  Mountain bikes and Hans Rey ignited his passion for technical trail riding a few years later.  Chad’s work experience is almost 100% bike stores but he is always looking to other industries to improve the customer experience in his two stores.  Chad serves on the bike committee in Sioux Falls and has played an active role in defending the rights of cyclists at the state level including the most recent 3-foot / 6-foot passing law.

[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_separator style_type=”single solid” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” flex_grow=”0″ top_margin=”” bottom_margin=”” width=”” alignment=”center” border_size=”” sep_color=”” icon=”” icon_size=”” icon_color=”” icon_circle=”” icon_circle_color=”” /][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”default” rule_size=”” rule_color=”” content_alignment_medium=”” content_alignment_small=”” content_alignment=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” font_size=”” fusion_font_family_text_font=”” fusion_font_variant_text_font=”” line_height=”” letter_spacing=”” text_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]

The post Does Saying ‘Yes’ Cost More than Saying ‘No’? appeared first on National Bicycle Dealers Association.

Set Realistic Goals

The importance of setting and working towards goals is universal in the business world. Yet, many bicycle retailers who are struggling will have no defined goals other than getting the day’s repairs done and helping the next customer through the door. Without goals, you are similar to the ship floating adrift in the sea rudderless and without power and ill end up wherever the winds and currents want you to go. Goals do not have to be aggressive or include things that don’t make sense for you and what you want your business to be, but they will keep you on track to be the store you wish to operate. Goal examples can run the gamut from wanting to open more stores, become profitable, or have less employee turnover. When a goal is identified, you can begin to develop the plan to reach it. Most businesses’ most basic goal revolves around top-line revenues, which is always the right place to start, but I would encourage you to step deeper into that and have revenues and profits be critical pieces to that goal.

Utilize All The Available Tools

At this point in history, the number of tools we have to run a business is mind-blowing. Retailers who are moving forward are always finding and implementing the use of these tools. Most will be related to the usage of your point of sales and finding ways to leverage the data that you are collecting and then acting on. The most successful retailers are making decisions based on data and using as many tools as possible to enhance the customer’s experience. Customer reward plans, targeted email marketing, online scheduling, and the ability to buy online and automated notifications of the repair completion or special order arrivals, are the hallmarks of a modern retailer. On the backend, the software is making it simple to get a snapshot of your business’s financial health at a moment’s notice and allows you the realtime ability to make decisions that will guide you towards profitability. 

Understand That Data Is Critical To Decision Making

Many retailers still, unfortunately, make too many decisions based on their assumptions and preferences. Ordering based on personal assumptions happens for at least two reasons. The buyer doesn’t trust their data because they haven’t done a good enough job of gathering it carefully, and second, they have preconceived notions that the data may be at odds with, and personal feelings are hard to overcome. 

Be Open To Changing Directions

I love hearing stories from retailers who have had to pivot at some point in their business’s evolution. Retailers that have been around for a few decades often look very different than when they started. The winds of change will undoubtedly blow at some point in a business’s life cycle, and the ability to recognize and act on those changes will be paramount to not only survive but also long-term success. Check out this article on pivoting in business to see if you fit any descriptions of when it is time to pivot.

Don’t Get Lost In The Minutiae.

Not “seeing the forest for the trees” is a severe issue for any retailers. Becoming so wrapped up in the day to day and minute to minute operations can have disastrous consequences. Being too busy is a simple fact of life for many smaller retailers that they will be called upon to wear every hat, but they need to recognize those times when they may need to address something even more significant than changing the next flat tire. Being too involved can apply to the retailer who has stepped too far into “working on their business” mindset, and hasn’t worked IN their business in quite some time. Be aware at all levels of your business, so you always have a clear view of what is happening. 

For help becoming more profitable, check out the P2 Project, a peer to peer, networking group, that members overwhelmingly feel has improved their business, or for more information on the P2 Consult, program contact David@NBDA.com or P2 Consult.

David DeKeyser and his wife Rebecca Cleveland owned and operated The Bike Hub in De Pere, Wisconsin, for nearly 18 years. In 2018, they sold the business and real estate to another retailer based in a nearby community. David now writes the Positive Spin series on Bicycle Retailer and Industry News and he writes articles for the NBDA’s blog, Outspokin’. David also provides business consulting through the NBDA’s P2 Consult Program.

The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

The post Is Success as Simple as Following a Game plan? appeared first on National Bicycle Dealers Association.

With the current inventory situation, the bicycle industry (and many others) are experiencing; used bikes could be a great source of the product to offer. With the brisk sales of bikes beginning to slow somewhat, many suppliers’ inventory levels are still virtually non-existent. The best option may be to search for quality used bikes in your business’s price points most needs.

How To Find Good Used Bikes

Your customers may be the best source of used bikes and the easiest to reach. Emailing your customer base and letting them know what bikes and what price points you are looking for may drive those with seldom-used bikes back to you to unload their bikes. You may also want to try posting ads on social media sites and Craigslist. The goal is to drive the sellers to you who may not have been looking to sell, but a simple way to clean out the garage may give them the nudge they needed. Just be very clear about what you are looking for regarding brands, age, condition, and price points.

Alternative Cash Flow Generator Tool With Used Bikes

Some companies specialize in used bike “drives” if you will. These used bike drives are an exciting concept and are relatively painless. Primarily, you advertise people to bring their bikes down on a specific day or weekend, and the company will buy anything they bring. Then the company writes you a check, and the sellers get the amount as a gift certificate to your store. The bike drive is a great way to generate cash flow and sales without the hassle of having to deal with the used bikes themselves. Chad Pickard, the owner of Spoke-N-Sport with two locations around Sioux Falls South Dakota, expects to generate about $40,000-$50,000 dollars in upfront cash with his sale in late July. Customers have gift cards that can only be used in his stores, “securing future purchases” in Chad’s words. Gift cards are always an excellent way to ensure those future sales and gift cards have an added, but unintended benefit in that many take quite a while to be redeemed, and a percentage will never be seen again. Here’s an interesting article that looks at gift card statistics – “what happens to unused gift cards.”

How To Value Your Used Bike Purchases

The most straightforward tool and the one most retailers will use is Bicycle Bluebook. Ensure that you are carefully evaluating the bicycle for any repair work it may need and adjusting pricing accordingly. The margins can be pretty good if you do an excellent job with the initial evaluation and pricing.

Protecting Yourself

Protecting yourself is a consideration when buying used bikes. First, if you are using your customer database to pull trade-ins, you will probably have very little reason to worry. The biggest thing to do is log the customers’ driver’s license and the serial number of the bike and have the seller sign a document that states the bike is theirs to sell—requiring a receipt while ideal may be pretty hard to produce for many people.

For help becoming more profitable, check out the P2 Project, a peer to peer, networking group, that members overwhelmingly feel has improved their business, or for more information on the P2 Consult, program contact David@NBDA.com or P2 Consult.

Words by David DeKeyser

David DeKeyser and his wife Rebecca Cleveland owned and operated The Bike Hub in De Pere, Wisconsin, for nearly 18 years. In 2018, they sold the business and real estate to another retailer based in a nearby community. David now writes the Positive Spin series on Bicycle Retailer and Industry News and he writes articles for the NBDA’s blog, Outspokin’. David also provides business consulting through the NBDA’s P2 Consult Program.

The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

The post Are Used Bikes A Quick Fix For Inventory Woes? appeared first on National Bicycle Dealers Association.

[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_accordion type=”” boxed_mode=”” border_size=”1″ border_color=”” background_color=”” hover_color=”” divider_line=”” title_font_size=”20px” icon_size=”” icon_color=”” icon_boxed_mode=”” icon_box_color=”” icon_alignment=”” toggle_hover_accent_color=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=””][fusion_toggle title=”Episode Transcripts” open=”no” class=”” id=””]

Brett Flemming

Tue, 8/18 10:43AM • 1:05:54

SUMMARY KEYWORDS

bike, client, Fred, ride, brett, buy, mechanic, bicycle, shifting, middle-aged guy, hanger, store, service, shop, BMX bike, mountain bike, seminars, fun, experience, brand

SPEAKERS

Fred Clements, Rod Judd, Brett Fleming, Chad Pickard

Rod Judd  00:10

You are listening to bicycle retail radio brought to you by the National Bicycle Dealers Association.

Fred Clements  00:17

Welcome to the NBDA Bicycle Retail Radio Podcast. I’m Fred Clements I’ll be hosting today and I’m with Brett Fleming the famous Brett Fleming. He is a master mechanic and trainer who has at least 35 years in the bicycle industry and 15 as a service manager of a multi-store group up in Portland, Oregon. But his roots are farm roots I believe Iowa Brett and he’s not really efficient.

Brett Fleming  00:48

I was a Navy brat, dad wanted to give the Midwest experience too. So I was hanging around with kids from the Philippines and Guam and then next thing I know I’m in correction Ville, Iowa. More That story later. It’s not afraid. Yeah. So but I ended up there. So I went to high school honored. Yes. wonderful experience in the Midwest.

Fred Clements  01:09

Okay? You’re the owner of efficient Vela tools, which is pretty well known in the bike industry inventor of a number of products available through efficient below tools. The easy lift, the safe zone mirror, the right arm of work stand. Clamp,

Brett Fleming  01:25

right on the lap. Yeah. And

Fred Clements  01:27

I’ve known Brett for a number of years from seminars he’s presented and really it’s a pretty powerful message, a unique message, I think in terms of service writing, to how to turn your service department as a bicycle retailer into something special, or where customers feel welcome and nurtured. And which brings up the concept that I’ve gathered. Brett from your past. Aggressive agreeability is something I’ve championed. And I wondered if you might sort of giving us a primer on aggressive agreeability

Brett Fleming  02:00

Thanks, Fred. Here’s the perspective. I’m speaking if you’re a bicycle service professional, and even a motorcycle service professional because two-wheeled vehicles have such dynamic that requires high interaction, so we’ll take it from that perspective. Right. So as a professional mechanic, I was always trying to get hired by everybody that came in the door. And to them, I tried to submit a resume and treat them as if they’re the most important person in the world and make a show about it. And let them know instantly that they had the entirety of the resources of the company right to butt off, correct. Who would do anything for them? And when I saw that heart go to every single soul, the person digging cans in the dumpster that needed a flat patch, because they couldn’t afford the tube. He was right there for him with the same level of dignity and Soozee Azzam and fairness and I just copied him and I get emotional about it because it was fun and important, and people can die. And people have extreme joy and kids run around on pushbike. Isn’t that cool? two-year-old carving turns. That’s when I finally left retail. And that was pretty cool, wasn’t it, Fred, the joy can spread so many different ways now to try to everything, you know, the mountain bike crowd, you never want to ride on the road, fine, I support them, whatever you want to do, if your interest snooty, you know, $10,000 bike, fine, I support that. If you have no money, I’ll support that too, with a smile, because it’s always working. It’s easier if you greet the mechanism with kindness, enthusiasm, and support and let the client know that you really want to help them. And thanks, David, jack for that word. When a mentor gives me something great. I copy it. That’s all. The thing that was really terrible for me in school is I did ever copied I never teach. It’s really, really hard. And I barely ground through high school. You know, and I did it though. But in real life, you didn’t cheat. You get to say to the customer, how do I get an A on your test? Give me the answers now and I’ll just give them to you if I can because that’s what we’re trying to do here. With love. And enthusiasts and in fairness and why not because you’re trading a massive part of your life for money jobs are crappy. Wouldn’t I’d rather be on my farm anytime now because I got myself a little Lakeridge. Right. That’s more fun than a job and, but why not make the job as fun as you possibly can and that’s what I copied from bud Albrecht age 95. I checked in with him recently and here’s his answer, about aggressive agreeability. I said, bud, I worked with you for 15 years I’ve worked with grace for 15 years, but I’ll break the first 15 Jay gave last year 15 and amazingly Jean Osborn for a couple of years and by cracking between and he’s the guy that taught me retail professionalism and using technology. He was a retailer first bicycle guy second but holy moly. He built a beautiful store but anyhow I called but I said I gotta get it from your mouth. How come when I was there, in all the world where we say You know, sometimes you have to fire a customer and you know the customer You know, they’re just riding along and there they don’t know nothing. I never saw you disrespecting anybody button and I never saw you say, get the heck out of my store and never want to see you again. He was all Yeah, you just never argue with people if you argue with somebody, they get mad and you get madder. We’re trying to get hired. Don’t argue with people. Even scientific argument feels like an argument thread. Well, something bent the hanger. The law of physics indicates otherwise, force acting upon another person’s life. You know, I don’t all that stuff. But some Newton would have something to say about it. People don’t care about what Isaac Newton knows and what the whole, you know, the reasonable scientific world knows. As far as they were concerned, they’re just riding along. So I’m going to agree with them and say, yeah, that’s how it is, man. You’re just riding along and you’re just going into low gear or something where you’re doing that because it’s horrible. This is a catastrophic deal, man. Sorry, it happened. But you know what, sorry, it happened a bunch of BS. Fred, you know how my stand is on the hanger, don’t you? the hanger. Great everything. If a customer bends the hanger catastrophic Lee and destroys the derailleur, it’s your fault is the dealer. And if they did in the right dealership, they would say, you know what, Fred, you were right. The bike only fell over in front of the coffee shop. I didn’t check for the scratches as you taught me. Doggone it. And it was shifting funny. Like he told me and Doug did it, Fred. When I went into low gear, it went into this book, just like you told me and destroyed it. This sucks, Fred. I’m sorry, it happened. And Doggone it, you told me and he also told me it wasn’t gonna be a warranty, Fred. So here’s the deal, Fred. I’m kind of screwed. You have this brand new bike. So I have to pay full retail for everything. Is there anything you can do? Can you talk to these people and help me get a better buy on the frame? Or can you help me find a repair source or something like that? right because I know it’s no warranty. I’m not asking you to eat it, but could you help me right now? Just to answer that question as a human being, could you would you do that for me? Would you advocate for me? You know, as usual?

Fred Clements  07:10

Yes, we will help you. We will help you. We’re here to help.

Brett Fleming  07:14

Yes, exactly, exactly. It’s like hey, but that doesn’t happen. Instead, we make fun of them because they were just riding along when a hanger bends and allows the director to go catastrophic Lee and we’re the spokes and then the rotational force destroys you know, hanger sometimes the frames wheel that is an avoidable situation that has cause and effect it doesn’t just happen riding along you know, okay, it feels like that. So the client you have to honor that so it’s always like honored the feeling spread. The aggressive agreeability is if the customer is mad at the bike or if they’re mad at the company, get mad with them. That first set the alignment that they know that you care that Jeepers, yeah, I want to this sucks. I want to get back on my bike. I agree. We have loaners we can get you going. And let me deal with the baloney of the dealership. You know, it’s usually not covered under warranty. But let me go to bat for you, right. The words that you choose I could never illustrate this well enough in my seminars I patched together while having a busy crazy life.

Fred Clements  08:17

professional service writers professional mechanics, serve the client, not the brand. The mission is the customer. Everything else follows from a well-served customer don’t chase the money first serve the customer and the money will follow. Does that make them good and

Brett Fleming  08:35

correct but don’t serve the customer in the standard fashion. That is the rule. each client has to be viewed as if you want to survive in today’s retail establishment. each client has to be completely hands curated. Friday went in to buy a few but my local dealership in took to my new farm in Chicago, Washington. I call it the no sigh ranch. I got a little half-mile mountain bike loop I do each morning and then walk the dog in my stream and it’s wonderful. And the retail there is actually pretty darn good because they know it’s a small area and they can’t screw up because small towns so I’ve had some pretty exceptional experiences I went in to get to my mountain bike because I have thorns on my property and fixing flats all the time. And as a professional you should know even as millions and millions of flats that I’ve ticked they all suck in their massive massive barrier to get on a bike and riding for anybody for me or for anybody my crippled hands I think about the pain the change in tubes and I haven’t done it millions and millions of times but in the I go to the local bike shop and I want to buy it too It’s not one of them slime filled tubes and what the fattest one I can’t cuz I don’t like them suckers stretching out and I kind of gave him some specific information. And I said I would advise them SPD mountain to size 41 standard pleat, not SPD but that brand that type of you know, like a mountain fleet to different brands. I don’t mention that. He did it and I said I’d like the cleats roughed in and I think I really appreciate the threads grease, but I really want those counters to think bolts. I want the countersunk areas to grease because that’s the part that’s all creaky when you try to break it loose five years now in Oregon dust. So it was fun because they said that’s how we do it. And they were really agreeable, right. And then the best thing was Fred, you won’t believe the bike. They had a chrome connector with GM grips and pure GM tires. Right? You get the pictures that were there doing that where the GM rubbers remember like the brake hoods of diet calm. And Camplin, yo. It’s like that kind of GM rubber on the tires and the grip and had a free coaster. And I said to the young man, that’s three coasters on the 509 99. like yours. Yep. So they’ve never ridden one Can I have to get down? Can I try it? She said, Yep. He got into town. You can kind of tell like I can kind of say like, he can kind of tell that I knew a little bit about bike. And so then I said, What about this one bike here and I said, I want one of those modern numbers because I said I just have a lot of reasons why I want one of these. Do you have one of these in a small because you know I’m an odd guy. And so he said no but I get when I said I’d like to get one of them I just bought a bike for $1,300 tax included all in for everything and all kinds of cool stuff at full retail because he deserved it. And that shop turned it and it was warm and inviting and welcoming and clean and the restroom was perfect and there’s clean fresh water to drink. And he was nice and he didn’t dampen my enthusiasm one bit but only allowed it to happen. And that’s what you can get from a tube to a multi-thousand dollar sale and I’d never done it Eddie Grayson attitude. You know, but it was beautiful and couldn’t believe it Fred and I got the super bind you bite with a dog gun, dropper seat book. I love those things. They’re the best things in the world both to get yourself a BMX Park riding a bike in one second and like a massive turbocharger climbing unit and the next because I get some gravity money Place. Holy smokes I’m 600 feet in 2.4 miles, it can be a 1500 plus. And it’s just so steep. Anyhow, I’ll talk about that later. But see, that’s the new experience that’s available to me. So because of my bicycle addiction, which this is where we can grow our business with clients, specifically, you want to really do some compounding and top of line business, get people hooked on different types of cycling and running around on two wheels, three wheels, four wheels, I don’t care. And you know what I cried out loud. Fred, when I was climbing with the first time on my property, he’s got some clear cut and different prairies and stuff. So in the book I call Sun Prairie, which is 250 steps to the steepest part of my property. So it’s just like eight floors of climbing, and I was going up there on my mountain bike in the lowest years harnesses possibly could and when I tipped over as a 58 year old duffer, the steepest part of the hill, I cried out to words lithium-ion Because we need to embrace everything that’s available to help people have a Stokes time. Because if you were at my level, in my property in my area, you would think of riding a bike because it’s as hard as it can possibly be, for me to go up for pitches on my road straight up without switchback in it in the lowest gear, anybody I got the lowest triple the new 12 on the back kind of a deal. And that experience is available to me and you know, then when I played with that free coaster, do you think in the back of this old bmxers mind, I’m going to wonder what it would be like when I’m bored in my shop or trying to think of a problem of tooling. When I rally around my shop with a BMX bike, wouldn’t it be kind of fun at 58 years old to learn how to go backwards on the bike because a free coaster bike lets you do it. And I could watch some YouTubes and tinker around and then have you know minor blood trauma injury like usually happens on BMX bikes, but I don’t want that anymore. Anyhow. Yeah. So here’s the other thing with aggressive agreeability and like it’s mainly like trying to get hired. Don’t forget that you’re trying to sell your services you’re trying to sell you, because the Internet has all this other stuff available. But what I got at this shop, you wouldn’t believe it. The first time I bought my bed in the break. I said, Oh, we got this huge disc on the back. I don’t know why they put some 200 and some millimeter diff on the back of this monster mountain bike. So it had a sickness anomaly. So it just grabbed and I thought maybe get pine SAP, maybe embedded it in. I’m trying to give the benefit of the doubt the company is like two hours on it. So I went to the shop and I said, Hey, I need to have you guys Marty just because they know who I am now and I never told you that. They figured it out a certain point. There’s three guys in the shot. It felt so good. Fred’s in the old days. You know, you’d go into a shop and get disrespected to some bald middle-aged guy and then got your bike that I know something about, like this whole situation. But they were really cool. And he after a while he goes, he said I figured it out. And then the guys in the back came out it right our plants in their shop. That was really cool. But I didn’t come in and say hey, I’m this guy in that Guy and I’m looking for a bro deal. And I said I only have two rules. When I shop with the local people I pay full retail for everything. And I don’t ever expect free labor or anything like that I pay full price on everything. Because as a community member, that’s great because we live in a state where we have a no-tech state right across the river. So in Washington, you better darn well be on your game because you got to punish the client or not. The client has beautiful roads and whatever we have in Washington because there’s some sales tax. So it’s beautifully collected over here, but you can go across the river and not have it well. If I choose to shop on this site, I better get something more for it right then Fred? Oh, man, I’m happy to pay the taxes. I don’t have to go into the city and back across the state line, the ridge that clogs up a little bit and I can have an experience and you know what, you know what he said as I last year, I said I love you guys. I said I got a local bike shop now and he said to consider it your third space or something like that. But then modern youngsters would say you know, so I go in there now and feel their way Water. And now I know I need an extra-large helmet, you know, setting a stocking cap under it. And they hooked up this brake pad problem, the brake disc thing and they did exactly what I wanted. I said that’s too big of a rotor for two-wheeled vehicles Give me something smaller. And there’s a cool spacer under the caliper and they said decent. I said can’t this cannot do that. And they said, yes, it can take care if it’s a different rant. Heck, no, I just want to go. And they said, Yeah, here’s this 180 boom. And I’m really happy with the rear brake on the pipe. Because when you’re going down the steep pits and your brake is grabbing, you lose all your security because you don’t want to get the tire and all of a sudden now, every time it rotating around, and you know, the thing about middle-aged guys, that is important to middle-aged gals or people that as we age, it isn’t about Guys, please. But it’s like the older we get the higher the consequence. So to support people, we have to enhance their skills and understanding of the vehicle as an obligation. That’s part of the safety package. In other words, yeah, you do the work, but then the human has to operate it and it’s not you. Those are some fun The mentals right? Have your work checked by someone the best test writer in the world is the client. You know, if you have a critical situation, I always invite the client in scheduled basis to come on and say, Hey, come on in here and your stuff and let’s go for a ride by your coffee. Because Doug on this trip would drive me crazy to Lady. Let’s get to the bottom of it. Right? And it’s just a little lubrication under McClure’s. You know, it’s just a little lubrication between she’s willing to do it, and it’s done. Because we did it together with her shoe on her bike, see, and that’s what it is. And when you have a victory like that with a client, say just you own them, and I don’t mean that in a bad way. It’s like you own their safety and their experience. And you get to like say, How do you feel what is the maximum experience for you? I never wanted to over 30 miles an hour down the hill. Well, we’re going to make sure your breaks are top of the line because you’re going to right now remember that you don’t have Do it once because if your hands both get cold and you can’t do nothing, you might not be able to stop. So figure out a way to, you know, use one for a while and then the other to kind of give one hand a break and a shake, you know, but never be caught with him too cold to just grab a break and stop if you need to. But you keep using those breaks down the hill, because if you don’t like going over 30 you don’t like going over 30 now you know me, Fred. That’s just a little blip. When I’m on a hill, it’s fun and exhilarating to go fast down the hill, but it’s not my duty to try to transfer that enthusiasm to other people, right. That’s not how professional My duty is to say if you’re scared going down hills it almost makes me emotional, because you could get hurt.

Chad Pickard  18:42

Have you signed up for a ride a daily extended service yet? What are you waiting for? It’s the extended service plan for your customers that pays you your shop rate for extended service and warranty claims. rides are only available to NBDA members and it’s only available at NBDA calm

Fred Clements  19:06

A good question for you, Brett would be, you know, as a service writer, as a bike retailer, you have all sorts of people all sorts of experience level all sorts of attitudes good and bad. You have said in the past stop thinking that customers are doing something wrong, even when they are, it’s your job to manage feelings, and to deliver possible action. It’s not your job to be right.

Brett Fleming  19:30

Yeah, here’s a good example like words matter. And one of the little word tracks I’ve never perfected, but here’s as good as I’ve got. So let me let you in on a clue about shifting because I’ve really struggled with shifting myself until I found out the one thing that’s an absolute fact, if it makes noise, it’s something I’m doing, that I might be able to and probably can do differently to not have noise. And I can be highly interactive with what’s going on precisely when that poor chain being asked to ram from one raw sprocket to another. It’s tricky, and it takes technique and understanding. But Doggone it, every time I make noise, I’m a kind of a gearhead, I can trace it back. I promise scientifically, there’s some little tiny thing that I could have timed differently or pushed a little this way or that way a little better. And it kind of sucks. But this is part of the game. And nowadays, it’s a lot less of a problem because let me tell you that we can make it a lot less about finance than we could before because we have some really terrific shifting vehicles nowadays. So it’s easy to deliver a precisely shifting vehicle provided you know hangers or Street and things like that.

Fred Clements  20:39

You’ve suggested never argue. So that raises the question to me. What do you consider arguing

Brett Fleming  20:45

what is arguing? arguing let’s start in the kind of in the way arguing should exist in a scientific argument, right? You know, a hanger titanium hanger takes 70 kilograms and force them. That force comes from somewhere. Isaac Newton says so You wrecked it. You were not covering it. Right? It can be that simple, right? That’s the truth. The company’s not going to warranty it. You know in the way I know it took 70 kilograms force when I knew that how fun it was to do the garage-style inventor and meet the engineering team met some guys with Shimano when I said I invented the derailleur hanger that they patented it ultimately and I said this titanium hanger take a lot of force to the to Leslie’s tongue. And the engineer from Shimano said yes 70 kilograms. I laugh I don’t know how you know that but it’s mass and respected. Don’t be you know, buggering up the argument even scientifically like, well, something dentist lady, you know, and it’s not covered. We’re still not going to cover it. Whatever, you know, none of that stuff matters to someone. So, but arguing would be well, you anything that makes him feel bad to hear. Let’s put it this way. It’s all about feelings for me because I’m trying get hired. And nobody wants to give money to someone that’s mean to them or not nice and inviting and helpful. So instead of like defining what arguing is, just say, I think I can kind of sum up how by Trump interaction. If someone walked in and you’re, you know, like, I was playing with some ladies that I was with two ladies that one of them is 50 and her sister similar age, and I said, Okay, usually ladies walking the bike shop, what’s going to happen? You know, someone might say, Oh, you need a cruiser hybrid. You know, and yet I say how did they not know that you were like, near bronze level, you know, swimmer or you know, downhill mountain type champion. They just can’t guess the people by that’s the first thing you never ever, ever do. Ever, is just people, you know, around because I went into a name the names of bad ones. I went into an Italian motorcycle dealership that very famous I was really curious about the WBC or some other brand of the airbag, you know suit, full airbag suit for motorcycle and you know how am I motorcycles? I got a few. Me and Fabio, he’s done the gorge. That’s my big joke. He owns property about 30 miles from me. Hey, you have a lot of motorcycles too, but, but I was under the suit in the dealership that cost $5,000 that I probably could afford. I wanted and I heard a compelling argument. And it meant the EBT could go on and case by off on one of my machines and airbags maybe save me and some guy sells me that argument. I would have bought it that day. But instead, I saw the CarsGuide Burton with the espresso lady. And then I stood under every gleaming Italian jewel with halogen lights. beautifully you know illustrating middle-aged guy. Yeah, six-figure income finally fit Nobody ever talked to me. Not even once. Everything was like I went now then it became an experiment of ignoring like, you know, I wonder if they would know. And then I had already driven upon an exotic Italian motorcycle brand new. I’m interested in this stuff. You know what, yeah, zero points for them. You know, and, you know, I had a heating and air conditioning person where they first started doing what I call like chopping the tree down one branch at a time. I walked up and is randomly showing me the ohms output on the Start capacitor for the compressor on a brand of heat pump to cheapest on the market. I just took it the garbage and buy a new one. So he’s doing that. Are you doing that? And he was checking the fuses on a 220 line? Well, if it was running, and it’s too funny, even one fuse out it wouldn’t have been run. And so why are you checking the continuity on the fuses and he was training some young guy and they were 15 minutes early. That made me mad. They said that 843 or 743 they said it’ll typically come early. And I said, Well, how early Are you saying, quarter till so that means you’re in my driveway, and I’m in my robe. You know, that’s how they started it all. Be on time. Keep your word. be simple. And then ask people what’s important to them. Ask people where they are in scale. Say, Hey, thanks for coming in. female clients, middle-aged, not racer body style. I don’t know nothing about you. I don’t care about your gender or nothing. Because guess what? Your hominid that’s gonna be dinking around on two wheels or three wheels or something. And I don’t know nothing about you. But I know a lot about bike and this kind of stuff and XYZ. And if you need some help with it, by golly, I’m the person right here to do it. So yeah, instead of arguing it’s like aggressively just say Hey, take care for coming in. Retail test these days, we have to make an impression on people. How can I just get right down to it and listen to you in a way that’s meaningful and efficient, and help you accomplish your goal? Now, I know that too cheesy and too tan, but that’s what they should feel right? That’s what I’m trying to push is the feeling that and I think

Fred Clements  26:17

you’ve given some talks on words to use. Do you have any words to use words not to use sometimes, you know, you don’t want to just someone has a need and you don’t know much about them. Are there some good words or ways to get into a conversation to know more about their needs? Fred, Fred.

Brett Fleming  26:38

You bring a bike in. This is like, hey, let me get to. First of all, I tell the sales people in the store to be scanned in the parking lot. They even remotely see someone coming in with a service bike. They dang well better get off of that internet. And run out there and say I’m looking for an excuse on this beautiful sunny day to get outside. Tonight. Hold your hands up. If you’re taking it to service, I can guide you to that awesome team and they’re ready to help. See, this has got a sticker on it. smartstore is that did you buy it from us? Yes, I did. Awesome. Well, thank you and can I help you with that getting into the okay with that? Sure. Sure. Hey, next time you load this in your trunk if you don’t mind I’ll give you a piece of foam that we use in that bites compact list and and we could put that on the lip of the trunk right here. And then that would keep it from scratching the bike you know for the occasional haul another bike if you do it a lot, you know, you probably would invest in the car rack eventually or immediately whatever you know, but we’re not talking about that just second let’s get this bike in. Just talk to the service soul you know and say Hey, tell me a little bit about it. You know what’s going on the bus is in trouble getting their truck gun it would you rather be out riding it? Well, yeah. Well, I was riding long and had this business right. Well done. done it. Let’s get that right if and if it’s anything made, let me just tell you how this works. We can do most of this stuff since you got it. My Thunder this You know, generous little situation, we really are committed to getting everybody back on the road as fast as possible. We don’t care about the rules. 30 days, this 90 days, that two years, you want to ride We are the barrier removal, folks. It has to leave here. I want you to know, we even have loaner bikes available. You have a routine. Some people have a routine, we’ll make sure it doesn’t get interrupted. You can live without it. You got others makes it easier for us. So we’ll figure this out. Now tell us what’s going on. And let’s see what we can figure out right? Yes, about words. You know him, right, Fred letson. We were not I in them. And the other thing that I really would like, whenever I talk about some little lesson that I’ve learned, I will respect the brands, if that’s okay, right? Because in the 60s Schwinn had a neat program in one of their books, you know, we could hear better if we got, you know, fresh in the horse’s mouth. But to summarize, they said when you build your service department, make sure that the service area is elevated so that the client like is presented into a workspace It is at an elevated level so it’s respected and important. So words matter and little teeny details matter. Like, don’t you ever hang a bike on a saddle nose in my store if you’re a professional because that’s not professional work, you could damage the bike that could fall off that you expose everybody to a lot of risks because you’re doing a lazy procedure because you’re not planting the vehicle securely mentioned in the BMW dealership as you know, we consider these cars on one forklift, Fred, check it out. I just shove a pallet under here. And I can get that BMW lifted with this forklift. Is that going to inspire confidence with the client? No, you know, it’s important to show them some respect. And if the bikes not we’re fixing you know, members. Let’s get doing my seminars where we just lay the magnet or the Pacific down on the floor in front of the service counter with both of us shaking our head like it’s roadkill. Would that ever feel good to anybody regarding Just have their station in life or the bike. No showing some respect and say, Would it be okay, okay, there’s a Pete Slotnick, when I give him, I can give you some great things A to Z, there’s the Z. Pete was a massive fan, would it be okay? If we put your bike in the stand. And when we do, because of these type of clamps that we have, we have to change your seat height to not hurt the frame, or the beautiful paint here is we want to carefully approach how we touch your product. So the other thing about word they have to be based in extreme respect for two types of property, friends, physical property of the bike, it’s theirs. You don’t have permission to touch my bikes ever, ever. You know that mountain bike did a drag do this trade show spread the only mountain bike I made for me with this decal of Brett blending on seat and back in the old days I actually had a million times on the seat tube who ruined the seat tube decal Pretty good, right? But there’s still some Stubbins of Brett Fleming on there when I built that baby in 1983 and I still ride it today. Well, if I sent that to a shop and they grabbed my already ruined decals and ruined a maroon deter that’s gonna really hurt my soul. Because they don’t have a right to. It’s my property, you know. So that’s how you have to have extreme respect for property, even the Pacific in the magnet. Oh, there’s another line, right thread. This bike ain’t worth fixing. Here’s the interpretation. I bet this bike got a lot of stories to tell enthusiastically presented right. And then Would it be okay if we put it in the stand and have a look and see if she’s totally a goner, or not? Sorry for the sheep. Have you seen a fan? Let’s look at this together. You and I both know this bike is dead. Can we bring it back to life in a way that works for both of us and is reasonable, right? Because I’m here to sell your service. I’ll take your money all day long to take this family heirloom. Hey Fred, members what you know, it’s a question I asked at every seminar. These are fun words. every bite mechanics horror, what we wake up at night, you know, the rusty magnet from the beach house that grandpa used to ride the dogs around the cul de sac. See, we didn’t know that right? So we know the rusty magnet from the beats comes in. And that’s bike mechanics are looking at that bike. And we all say, I don’t want to work on that one. I don’t want to work on this a Junker right, like a dead terrible bike is not worth fixing. Allegedly, right? So they come in and they have all three other shops in town said that’s not worth fixing. You know? So they finally bring it into my shop. And they say, Hey, we got to get this thing tuned out. And I say, yeah, alright, let’s take a look at it and see it’s pretty rugged shape. As you obviously know, hey, here’s the deal. We can fix this up to any level, you know, because my job is to sell your service. What’s the story on the bike? You know, tell me why you’re requesting the service search because I want to make sure that I recommend Something if you want my recommendation that’s appropriate to what you’ve got going on. Instead, I get to say it’s not worth fixing. And they say, Well, my dad died. And he had this bike at the beach house. And we always told him, he was gonna get killed on it, because we told him to get a dang tune up on it. And we know it’s not worth anything. But it’s dogs still alive. And it likes to go on the same ride and each house, you know, condominium complex deal and we thought hell would die if we ride the bike the way dad did. Can we at least pay these guys to make it so it can stop in the tires hold air. So we can take old breaths around the neighborhood one more time. So I get emotional and I tell that story because don’t mess with people’s property. That’s emotional. That’s mental, that’s physical. And there are so many blessings available to us. If we say you know what, we can never make these breaks safe. But if we put new ones on it will be safe. Okay, we don’t care. Dad buy it for hundred dollars and then Magna. We don’t care. Don’t you tell me I can’t have my dad’s bike, ride my damn dog around my neighborhood to see how it needs to be handled sensitive, but you can just so destroy somebody by disrespecting them and their property. So find out what the story is. And if it’s beat to death, to say a bit that by got a lot of stories to tell, how did you ride that far without crashing into something, man? That’s what I say to the BMX riders or something like that, right? You got to get enthusiastic about, like Pete Slotnick was another, he mastered another thing, get rid of the known time wasters. You know, the guy that has the 34 nine derailleur, and he wants to trade it for your 31 eight, but you already managed your inventory and you have what you need, right? You have the derailleur he needs it’s 40 bucks. Oh, but I only paid 30 for this one. And Can Can I just trade it and Pete would say well know, our inquiries, man is different than that. But here’s what we can do. I’ve got this one here, it’s 30 bucks. I’ll put it on the shelf back here. And if you need it, you just holler. In the meantime, I’m going to get back on this, because this customer is going to be back towards, he turned his back, smiling and walked away from the guy, the guy’s a deer in the headlights, and I’m watching my company resource payroll being used appropriately, because I want his payroll to go to the person that’s paying us. And I want him to process clients as efficiently as possible. And if there’s never going to be a deal, that’s how it’s going to be. There are really nice ways to handle it with this hyper enthusiastic smile well, and then he would finish it off by and that’s what we can offer. Well, I have it on the shelf, it’s 40 bucks. In the meantime, I gotta get back to this repair and that’s what I can offer. Turn around, walk away, and then the guy just has to make a decision. Am I gonna buy the drill you’re that’s just 10 feet. And pay the extra 10 bucks or am I just going to continue to irritate people in the world for that? $10? And if he’s that kind of a client that will irritate the heck out of someone for $10 then maybe we don’t want him but we can do it differently, can’t we? Now, Fred? Didn’t that seem like the way Pete did? It was like, you’d just be like, He’s so nice. And that guy’s gone. And he usually hangs out for half a day, pumping information, distracting McCann. So we have that obligation. We have that obligation to make sure that the time we’re building our bosses score is give them a good return on investment. How did I have a fun career? Not by being a bicycle lifestyle. I had a fun career by being the person that at 3am for three millionaires would be the guy that would could stapled the plywood to the window of the broken out store. The guy could write the check to the painting company because some guy clamped the stand on the guys beat to break $200 cycle art super restoration job. Whatever, right? That’s what I always was. So when it came to words, they always matter because unlike text and my emails when you know when you have a lot of people interacting with a lot of people. Now if I say that we fell short that, you know, some of these operations work out, but because of all that by gallery for instance, I facilitate the assembly of 10,000 bikes per year and 10,000 repairs per year. So, yeah, it’s hard to sleep at night sometimes. Are those breaks just tight? You know, is this tight? Is that tight? Always think about at night, that’s just like the stress of the surface manager. Is this tight? Is that tight? That’s all I think about at night. You know, one of our mechanic forgot to tighten the guys crank bolt properly that was left on the bench or something, he tightened it and then pulled it out for some other reason. It races up to the races. I got to tighten this bolt on your bike. I got to put the bolt back on your bike the arm was on and he somehow had the bolt on his bench. We got to go so race to crank fixing bolt. But similar type the crank was tightening. He pulled it off for some reason. So when he gets up the race site, second put that both in he goes Oh, cool I got plenty of time just finished Murray fitness training stuck on there with variable Oh, and I wanted to say the words matter Yes they do. And the other thing is we have to be hyper able to use our words to just invite people into a great experience. Me and john Friedrich you know, with this little you know SD scope crafter trying to figure out how to, like hey, we’re in charge of helping people have an experience, you know, like, I have a million dollars that one of these days on a nice sunny day. I’m going to take that free coaster bike down off the display at my local bike shop. And the owner Jess is gonna say she was there for a day Brett to like dig it Regent Street Gate Park is a skate park in my neighborhood is like world class and I would pump around or like the middle aged guy, no one would know that would they? Would you know that a middle aged guy workout best Evers get a super duper Park style BMX bike, and just go rockin in it. have escaped parked for a while just pump up and down the walls past an hour. It’s better than any stupid, you know, Stairmaster machine and then glass lined exercise places smells like people’s armpits. I’ll take out door on a bike. And there’s so many experiences to yet have read. I haven’t read a fat bike on Sam. haven’t read that bike on snow. I haven’t ridden a track bike on a track. Right. And so that was what I was gonna say. If we can facilitate go at all these different levels like hey, road bikes are cool, too. You know, I live in a motocross super town, Michigan, Washington, where my little farm is has the wushu go motocross nationals. I’m really into motorcycle too. And I have the motorcycle guys trained on bikes so it’s highly respected. And you just have to, you know, to push on the pegs and do what you need on a motorcycle. Where are you going to get that beautiful exercise, you know, so I’m having fun riding bikes and motorcycles in this wonderful area. And as soon as I moved to my farm, I wanted a new mountain bike with a dropper post. Because technologies are weird Fred and I told these youngsters at the store, I said, Do you see these pebbles on the site? I couldn’t afford the petals. And I got some current st pebbles, which are kind of the same really low profile mountain petals with all the pins in there and everything. And I also have these shoes called 510. But here’s the thing. They’re usually for, like, mountain bikers are serious with flat pedals with pins, right? And they’re phenomenal. But here’s what the kid said. That was right. He said, issues feels like clipless. And the young man was right. So then a middle aged guy, of course, you would want to buy the top of the line, you know, flat pedal type mountain shoe, because they afford all the same thing they do for the person looking for the high performance, but also protection. And, you know, the wonderful adhesion of the shoe to a pin thread. It’s so confidence inspiring. So the thing is, if you’re a middle aged guy like me that has a super fear of blunt trauma, injury and concussions and stuff, I just I want to know if there’s something that I can get That can help me from having that again. So those are some fun things. And then why shouldn’t you share that with every middle aged person? If you have a bike, I don’t care if it’s your grant, if your mother Fred, that’s riding a bike to the store, I might not put the pins up all the way. But she says, It’s raining here in Portland, my feet are always flipping off these pedals. And I’m a serious cyclist. I never want it to happen again. Well, Doug on it, maybe we could invite that opportunity, right? Like a guy like me, you’d never think that if I walked in your store. The bike that did it most for me was a Chrome, BMX bike was a free coaster, and gum tires, gum grip, I would buy instantly just for the look. But you’d never know that about a middle aged guy. So that experience, it’s the range of stuff that we want to share with our clients like, Hey, no matter what you choose to do, we’re going to honor it and support it even if it’s what we don’t do. So for instance, at bike gallery, we were in a big sophisticated bike town with our clients, all people and it’s just weird. There’s so much knowledge and so much opportunity to Dink around with bite, Chuck. Well, we weren’t Particularly committed to doing a great job with recumbents. Because we knew we couldn’t we sometimes would bring some in. But it’s hard when the staff, you know, universally aren’t perfectly knowledgeable. So we very often did referral to a place called Coventry. So we really, you know, did something like that, or if someone needs to, here’s another wonderful thing. Like, here’s how you interact with another bike shop, a client needed to camp peg parts. I said, Hey, I’d call up river city. Hey, Brandon, do you have a certain, you know, spring for this particular thing? He says, Yes, I do. Can you please hold it to this client? And they come in? Yes, I can. Right. That’s the kind of professional interaction I enjoyed for years. But when you do that for clients, but you also have it already set up at the other store with a friendly agreeable person, you know, to make and maybe spend less time there I keep coming back to you. But you know, it’s so funny when I bumped into Brandon because we our career spanned like a long, long time together as big competitors in the same town right. Top service managers of the top two shops. every interaction I had with him was like that and way Dave Ramsey’s operation is like, so fun to see how different shops achieve success. And that’s what’s fun about life business spreads. However, you’re doing it out there is fine, but just here’s the run world. Don’t be dirty. You know, can I talk about life in previous threads? Tell me when it’s appropriate. Let me make a crazy statement. I buy the tea drips off john Burke’s toilet in his basement. And I’ve seen Mike senior bear but a lot. Now, how did that happen? Well, because, you know, I worked for a big truck dealer and you know, I was able to enjoy some time in John’s backyard. And he has a wonderful home on the lake. And just like any other place when I went to the wonderful bathroom in the basement, I did my business and wiped off everybody else. He dropped just like I would because that’s how I live in the world. You know, and I don’t care. And then Mike dinner Do you know when I did some consulting for specialized, he was in that room ride bikes like every single day. Man in that locker room, you notice them getting the shorts on and going for a ride experience in the product. You know, it’s like, hey, let’s not all fight, we can all fight. You know, one the other. Everybody’s on the mission. And guess what the client don’t know nothing about these fights you silly people’s. You shouldn’t stand front. We can’t identify with brands, we are not brand aligners, we say here’s the brands we have chosen for these reasons. But once you get them, that’s where we can really shine. Once you get this stuff. See my job has always been once they have this stuff, right? It sucked. How did my skills grow? And how did I become a tool designer? Because I saw a lot of stuff getting ruined. I worked at a big operation I saw way too many frames the implant way too many saddles being altered and hopefully put back if you alter a saddle for the purpose of clamping ask permission from the client first. Then when you do ask them if the sight height they have is what is perfect. And should we record it and you know, make sure it’s put back in place, or do you need some help with that? Mm hmm. Opportunity. So You know, the BS of having to altra seatpost for the purpose of planting the perfect frame and the integrity of the finish surfaces is kind of a problem, but it should be handled first with permission then is it right and then when you do raise it turn it 90 degrees to indicate that it’s been grossly maladjusted for the purpose of servicing, which is like a jacking point. You know, make sure that we put it back to where we got it and everything we’ve touched we should improve a tune up in the tune up unless the plane bearing derail your police are swimming in oil and a little dust cap navy seal the industry required all that it required a very high level of standard and all the work that was done under my care. You know, here’s the thing when it comes to like bragging like who knows who and I, oh, I know this race or I don’t know any races and last night all the business people. I’ve been to the giant factories and into giant Phoenix and giant China factories in China, then the factories in Taiwan have been the you know, so many Shimano factory subcontractors in Japan. I don’t know the celebrities like the racist but I know the celebrity business people like I know how this stuff was made and what the barriers Here’s our here’s the barrier. We never received vehicles that are vehicle, they’re just specks in boxes. And we’re the ones that sign earnings the vehicle. So respect to john and Mike, two big guys, right? It was me that signed my name for them 10s of thousands of times, right? It’s like, I delivered the vehicles and signed the name that these vehicles were safe and sound. So that my bosses, my wonderful boss that really earned the success that they had, were protected and insulated from needs of mechanical and dangerous stuff. It’s hard. It’s hard to get 35 mechanics, you know, through seven stores and you know, like I say 10,000 transactions a year. We did really darn good. We did really darn good. But when we failed, it was so avoidable. Right. Whenever we failed, it was avoidable. You know, and by failing I mean, I had to practice for the third time and for the same problem the client has to see Brett, so I was the general service and training manager for the bike gallery stores in Port In Oregon, I started there, in 99. It’s a company that no longer exists, I can talk all I want about it and finance, I didn’t sign a nondisclosure that I can’t I’m not gonna say anything to proprietary, but when I started in 99, the service departments just limping along at the quarter million. And by the time I left in 14, it was 1.1 million with about a million dollars, you know, service payroll. So I felt really proud that we were able to cover the payroll in a service operation where the sales department, you know, gets what they get for free, basically, you know, assembly of the new product, and you know, support thereafter, right, and the use of the service department in getting the new product out the door in other ways, you know, pre delivery and post delivery stuff like that. So we just tried to make it legitimate up there. And you know, Jay did that was really cool when you’re hired yet tonight, the 99 he hired me to turn that place around and it was fun, because my first rule is say yes to everyone. When I turn a service department on I only did it twice for gene and the bike rack in Omaha. And for like Galleria in Portland, to say yes, everybody enthusiastically so and have a nice, clean, well stocked restroom that isn’t great. And try to have air conditioning that makes the climate more comfortable for the client. Those are the things I did in my life. You know, I gave a cool mechanic named Jay Z to the kid rather than being done BMX or drinking, but Dr. peppers and stuff made him look like a daggone mess that it’s hard to get hired, even though he’s the most amazing person in the world. For the client, like the most superstar like you’re the client jgs Anya, holy Look, you’re gonna have an experience, legit, because the guy just lives and breathes by. But I said, Dude, I want to get you hired. And I want to get you on down here and get to Dempsey, because you’re cheated out of so much opportunity because of that bias. You know, your smile, even though it’s kind of you know, not too great. After 15 seconds we don’t care because of your life energy bubbles. Ah, but get that handled. So that’s what I’m proud of threads that I helped mechanic get a set of teeth or, you know, hearing my proudest moment in the world was this. And it was at some seminar, I was somewhere for a company and this young mechanic comes up to me who you know, Those faces of the kids that never even lived on the street or whatever they might be 32 but they look like they’re more like 48 You know, he had a rough life. You could just tell, you know, drugs and street stuff at one point, homelessness. This is the later story, but you can just read a kid’s face, right? So he comes up to me all beaming and he says, Brett, you changed my life. That’s what he mean. He said, I’m 32 years old. I support a deaf wife. And deaf people are discriminated against. It’s hard for them to find employment. I’m proud that I can do that in the town I live. And we have a baby on the way and have a successful bike mechanic for four years or so at this shop. And it’s because of you. That’s what he’s talking about it. He said, my bosses went to one of your seminars once never young, starting the business and I remember him hadn’t even opened it yet, but they’re ready to and they were bright eyed and excited. And they said what can we do to really be successful, the best thing We can find a mechanic, you knew from an unlikely source like maybe a high school dropout or that usually you want to have some follow through, or maybe a kid that’s had a rough life or maybe it’d be a nice kid especially because if you find a BMX head type headset that’s, you know, just even from an unlikely source, find them and develop them because it’s going to take about five years. And then when you lay down your head at night, you know, then brake levers are tight. And, you know, the brake band was tightened on the coaster brake. And that if you really needed to, someone would go staple a piece of plywood over the Windows Store if you were in France, right in your dream, right? Because if you invest in them, they’ll have your back in a really great way. You know, they’ll give you loyalty. And so they took that advice and hired this chair and developed him and buys him every tool he needs and gives him a good salary and benefits and I’m proud of that. I don’t know any fancy celebrities. I don’t even remember the name, Fred. But there’s the moment that I’d love to brag about that I convinced the shop to say Holy crap, these little dirt bags, they got our back, treat them with respect because they don’t have any tools or engineering or nothing. They don’t have vehicles within the engineering protocol. We can’t plug these into a computer. No one tested, the drive trains, the brake, like crazy fluids worked out everywhere, or doesn’t. You know, it’s hard. We get no labor for what we do. We’re scratching out there on our own. So give them every resource, don’t cheat them out of tools and equipment, availability of you know, find an information they need to not screw up your customers work. It’s all about that, like you know, what I’m most proud of is 10s and 10s of thousands of invoices where I took people’s money under official banner when the business hours were open, as representative of the top examples of the brands, you know, you mentioned, you know, I was the factory factory mechanic, I had dialogue, you know, with our biggest vendor for years and years with Jeff G. And it’s like he knew who I was. He knew that if I presented something, I was competent. They didn’t treat me terribly, they really, I knew that the company that I was dealing with back here in Wisconsin, and ultimately had the clients back, you know, they really hooked me up most the time, like most of the times I’ve done it, and then that was really awesome, because then I didn’t have to worry the client didn’t need to know whether I’d get hooked up on the backside. I just said, Listen, we got to get you back out there riding again. You know, when I used to open up the training seminar bike gallery, this would be like 100 people at the no annual dealer, not that many, maybe 80. Whatever, and I get to say some, I’d say who’s the newest person here. Some poor little 19 year old dog from read or something. Raise Your Hand me the you know that right now you could if a client needed a 62 centimeter high end, you know dirt equipped road bike because there’s there’s something even lesser was being warrantied you could loan them Jay graves his bike, go to his office and to take give it to them, you know that one that signed by the you know, most world famous guy. You could give them that bike and loan it to him so he could keep riding to train for that ride that’s important to him. Did you know that you’re empowered to do that on day number one? No. I said, Jay, is that true? And he’s shaking his head. Yes. Because we have no funner time in the whole world and finding some crazy ridiculous solution to keep that plant going uninterrupted in an enthusiastic supported way where we didn’t make it hard for them. You know, that? Yeah. Don’t argue with people like they Hey, it’s hard out there. Yeah, shifting tricky. thing is really tricky. If you’re open to it, I can give you some of the stuff that I learned to make it better for me anyhow. And if that works for you, and you’re open to it, I’d share that. Otherwise, you know, here’s some things you know, that I found on the bike, because it isn’t all about you. I found some stuff. Check this out. I figured out this table tension here. Here’s the thing, clients, everybody listening to this professional. If a customer comes back to your store to turn in adjusting barrel fix shifting, you are delivering a high low, low, low, low, low level of competence in your service department. Because that my friends, notice the shape of it. It’s made for the client. The adjusting bear was made for us when I bought my bike. First thing I did is Dink around with my reach adjusters on my $4,500 retail mountain bike. Because I can’t and I know that it needs to be you know, so this stuff has to be you know, carefully managed.

Chad Pickard  54:54

Your NBDA membership helps support bicycle retail radio. Go to NBDA.com to join or renew your membership today.

Fred Clements  55:08

Sort of a final question. I think we’re sort of getting towards the end. But you’ve worked in a multi-store chain at the bike gallery, you’ve worked in other large stores. How do you get buy-in? You mentioned you have training for your staff, you know, you have what bicolor had five or six locations, I think and what do you do as a manager to assure that each of the locations each of your people is kind of into what you’re thinking and sort of up to speed.

Brett Fleming  55:36

You fired the people that have ever had feedback that read like I felt disrespected and not listened to. Because there’s always going to be, you know, one or two of those that have been allowed to stay along too long because of competency. So at any given time, there were people sorry for when you got fired. It wasn’t a random event. It was with deep heartfelt discussion and sadness, sadness that people I couldn’t figure out how to engage with clients respectfully but so I just tell stories of how important this is to people. You know, like, Oh, I’d love the whole thing where I could just tell the story. But you just don’t know what a bike is doing for someone so enthusiastically approach every single one. As if they’re the most important person in the world that even the boss himself would come out and do this for you and make sure that it really was okay and wouldn’t send a survey later would be right at the table. You know, it kept a couple years ago we went to this nice family Italian restaurant. Oh my gosh, neat. because it’d be exact right point. The chef comes out and checked in with everybody in an earnest way. It’s very interesting with tomato sauce for a friend and you know, it was just so beautiful and the way the waiter interacted with the disabled girl, but Oh, would you like your? She said, you know, what would you like today, and she wasn’t able to Respond the disabled girl. So without a heartbeat, the server said, well, we’ll give you your regular. And that was one perfectly How can you be that good in so few seconds, you know. And you know, and when Oh, here’s the other thing, when a customer called us the same restaurant to the over busy server, and said, what you put in the bag wasn’t what I wanted. I want to say it’s not a soup and a salad. And she had the order down and everybody knew they ordered a salad. But when he got home, somebody was mad, and they both wanted to. So in a microsecond, all she said was no problem. I’ll get the order in right away. You know, no problem. I get the new order and right away, like instantly, we’re going to get you the food you want. We’re not going to talk about what you ordered, whether you’re right or wrong. And I asked her about it. And she says, Oh, it’s too easy. You get into the people’s. You see this person wants to talk this person doesn’t want To talk, I said no lady is not easy. It’s highly sophisticated, isn’t it? And she said, Yes, it is. It is. Some people want to be chatty. And some people want to get the heck out of there. Right? And you have a respect to show, find out where people are. Hey, you know, I see, you know, one another word track visit. Do you have any time constraints? You know, what are your turnaround expectations? Before we get started? We’re a little busy, we’ll have an option for you. We will have an option for you. But maybe not the fullest option to get you back on the road. Does that make sense? Never say we can’t get that tune-up. Sorry. Go away. Are you kidding, Fred? This train wreck of that entire life of that human being that went through all of those things. And though Sam’s formula, remember the time plus money equals j plus m like, Hey, we’re selling time and money, but we’re selling joy, and accomplishment and success. That’s delivered by the Macan. So that was like a philosophy a guy named Sam, somewhere in Minneapolis he could get he said Brett after seminar, you’re missing one important points is all about opportunity cost. If someone comes into your retail establishment is given up what this economist can measure as literally millions of other things. That’s what I want to end this interview with Cincinnatus. Remember, if someone came into your store, they got daycare, they got parking they got scratching their trunk from having to bring that damn thing back for a stupid adjusting barrel that you should have done. Are you kidding me and empower them to do it. So hey, you can’t go wrong with these suckers. Just grab one of these adjusting barrels and turn that sucker till it doesn’t shift and then go back clockwise again and you’ll be good to go. You know or something like that some nice way of explaining how it works. You know, you’ll be empowered when I show people that learn cycle Oregon do these clinics. And when you show people that they themselves can adjust their shifting with a cable adjustment as simple as the barrel adjuster. I’ve never had a client That their bike mechanic told them that isn’t that sad. They’re out there riding, not shifting on a vacation because it’s something they could just stop and turn something to half a turn and try it again and turn it another turn and try it again, and probably be happy. And that’s all we would have told them. So that’s where the words matters to, Hey, where are you on the scale? Do you want any words or not? Because some of them don’t want work? I want it to buy 99 you need a press developer or trade USA you need presto trader, you can say do you need pressors trader? You know, the one like on the car, or the funny one, right? You give them an out? You never put that’s another way you argue with people that you put them through all these tests. Is it Presta Schrader now? It’s hard. There’s a lot of different sizes. Oh my god, I would never shop there again. I would run out of that store. Like Why are you scolding me? I gave up everything in my life to come into a bicycle shop. Which I love bicycles, don’t you? Why are you so mean to me? I’m sensitive. You know? It’s easier No wonder the answers do Amazon equipment shift retails a bunch of mean people.

Fred Clements  1:01:06

effect breathe. One of them on my notes here from one of your seminars was a quote it is unacceptable to be a curmudgeon. And absolutely, that was pretty good. But I guess we’re pretty much done here. At least I’ve asked all that I have you know, Brett Fleming Efficient Velo Tools, email address, Brett, with two T’s at efficient vello.com Brett’s done, as obviously speaking and consulting with retailers in his tool business is what pays the bills. So thank you, Brett, for being here. Anything you wanted to add, as we wrap up here?

Brett Fleming  1:01:40

Hey, we’re trying to get hired to help people have an experience that sometimes it’s a practical experience. Sometimes it’s a joyful experience. And don’t we owe it to them to just do a little bit of an interview? Like, Think of it as an interview? It’s like, hey, you’ve given up a lot to get here. What can we know about you to make sure we do Deliver you a success because we’ve got a lot of stuff available. Even the boss’s bike. I’m serious, man. If you need to keep riding, I’m going to take the boss’s bike, dude. I mean, you’re just chained to the situation. Right? I say, Jay, I’m gonna take one of your BMX bikes. This kid’s, like, just really addicted to writing. It’s his medicine, he has ADHD and, you know, otherwise he’d be in jail. You know, who knows? Because you don’t know that story. Do your friend. That’s the main thing. You don’t know the story. Gently find out and respect people’s property, both mental and physical, and say, hey, how can we succeed for you because I’d like to get hired and help you have a great bicycle journey, or motorcycle journey or whatever it is, you know, trike journey. I don’t care if I’m a service professional. I’m trying to get hired. And you know, maybe I’m trying to get hired in my own brain to facilitate a joyful experience of gliding through the atmosphere carbon running down a trail like an animal, feeling Fast Company The goal getting to work, it’s all good. You know, and I was so happy to have procured that type of experience for so long. And here’s the greatest thing. Bosses don’t cheap out ever, and I never had to I was fully empowered. The last story is a poor woman who comes in with a custom bike custom geometry and she’s like knee short. I understand short, women’s stuff a lot because I ride their bike. When I get to test them, they’re the only ones that fit in Yeah, she had this liking we had talked about total overlap in the bike cost about 30 $500 is not an expensive custom that is mostly the frame, but that’s pretty expensive. So the chocolate overlap was tested. She tried writing at once, and it scared her. And she became fearful of the bike and never touched it for two years. And she came into the store one day with the bike and she’s crying. I get these salts, which is I’m glad I get the socks because that’s serious business and I said, Hey, what’s going on? Well, I bought this bike and I’m spooked about it. I’m just never going to Right. Even though I understood it had to clip overlap, I didn’t know what that meant. And that scares me and I’m afraid to get hurt. I said, Well, I give you all your money back. What? Yes, they do. I don’t want that out in the world. And if we blow you away like this, and just give your money back and take this terrible, terrible feeling away, all I would ask is that you tell people how it actually went down. And then we can sell the bike and recover from it so I can make that decision. And I was honored to have been empowered to be at that level in my career. Like, do you want to brag about stuff? I’m glad I could. And the one lady just changing her shifter angle 12 degrees completely, remarkably changed her shifting after we’d struggled for five different visits, to give her success when I went for a ride with her, and with the same shift and she goes, Oh my God, if you shift gears It was like, heck, yeah, baby. Let’s go for it. And we went on a fun ride. And with that, I am smiling about what it was I did for a living Fred, thanks for allowing me this interview. Thanks, listeners, whatever, if yet you do listen to this and thrive in a city joyful place to try another wonderful new employee. She has a neat little dog, whose ear is that down just to match our worthless dog here. So I’m happy and it’s funny. That’s the other thing spreads. It’s tiny and Mount Hood is out and just gorgeous. So is there anything else I need to? I’ll shut up? There you go.

Fred Clements  1:05:21

Now, I think we’re done. Thank you for it. So thank you, Brett. Thank you, NBDA. And I think we’re out for today.

Brett Fleming  1:05:28

All right, thank you so much.

Rod Judd  1:05:29

This has been bicycle retail radio by the National Bicycle Dealers Association. For more information on membership, and member benefits, join us @NBDA.com

[/fusion_toggle][/fusion_accordion][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”default” rule_size=”” rule_color=”” content_alignment_medium=”” content_alignment_small=”” content_alignment=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” font_size=”” fusion_font_family_text_font=”” fusion_font_variant_text_font=”” line_height=”” letter_spacing=”” text_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

After spending 12 years as a writer and editor, Fred Clements worked as executive director and vice president for the National Bicycle Dealers Association for 28 years. He then moved to Interbike in a retail relations role, later transitioning into consulting. He enjoys helping the NBDA with podcasts from time to time and rides about 3,500 miles each year on his road bike.

[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_separator style_type=”single solid” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” flex_grow=”0″ top_margin=”” bottom_margin=”” width=”” alignment=”center” border_size=”” sep_color=”” icon=”” icon_size=”” icon_color=”” icon_circle=”” icon_circle_color=”” /][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”default” rule_size=”” rule_color=”” content_alignment_medium=”” content_alignment_small=”” content_alignment=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” font_size=”” fusion_font_family_text_font=”” fusion_font_variant_text_font=”” line_height=”” letter_spacing=”” text_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][/fusion_builder_row][/fusion_builder_container]

The post Meet Your Customers with Aggressive Agreeability appeared first on National Bicycle Dealers Association.

[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_accordion type=”” boxed_mode=”” border_size=”1″ border_color=”” background_color=”” hover_color=”” divider_line=”” title_font_size=”20px” icon_size=”” icon_color=”” icon_boxed_mode=”” icon_box_color=”” icon_alignment=”” toggle_hover_accent_color=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=””][fusion_toggle title=”Episode Transcript” open=”no” class=”” id=””]

Rodd & Kristi Mohn- Dirty Kanza

Tue, 8/18 10:43AM • 33:47

SUMMARY KEYWORDS

gravel, bike, event, ride, women, dirty, bike shops, people, community, miles, year, emporia, cycling, distance, big, pretty, bicycle, bit, finish line, find

SPEAKERS

Rod Judd, Kristi Mohn, Chad Pickard, Rachelle Schouten

Rod Judd  00:10

You are listening to bicycle retail radio brought to you by the National Bicycle Dealers Association. Hello and welcome to bicycle retail radio. This is Rod Judd from people for bikes and I’m here today interviewing with Kristi Mohn, the marketing manager for the dirty Kansa, and all-around ambassador for all things gravel and bicycle participation. So welcome Christy, how are you?

Kristi Mohn  00:35

I’m great, Ron, how are you?

Rod Judd  00:37

I’m good. Thank you for joining us. So it’s great to be talking again.

Kristi Mohn  00:41

It’s a pleasure, for sure.

Rod Judd  00:43

Good. I wanted to get some insights into what you’re doing with the event this year and you’re sort of overall strategy. Tell us a little bit about your background as a bike enthusiast and you know what drew you to get involved in events in general?

Kristi Mohn  01:00

Well, you know, a lot of it just came down to health and fitness. At the core of it. I was a fairly avid runner in my late teens and early 20s. And as I grew older, I realized that running and my knees and my lower back are not jiving. And in through that process had also been working hard to get my husband to find something to do to stay in shape, and he turned to cycling, which meant eventually that I kind of turned to cycling as well. So it’s pretty organic how I came into it, and that was about 18 years ago. So

Rod Judd  01:34

how did you discover gravel?

Kristi Mohn  01:36

Well, if you’ve ever been to Emporia, Kansas, it’s pretty easy to see how he discovered gravel. Only about two paved routes that you can really ride around this community. But the gravel options are absolutely endless. So it really was pretty much a no brainer. And, you know, it really lends itself I think, to the type of writing that I like to do, which is a little bit more of an adventure. style. I also like the idea of the kind of being out there solo and away from things giving me lots of time to think and explore. So, gravel here was pretty natural, just because of where we fit in the country. So

Rod Judd  02:14

Sure. And of course, you’re a black business person that’s involved in many things. Mm-hmm. Tell me a little bit about, you know, what you’re doing in the black business in general. And, you know, what’s your take on the impact of gravel as a category for black businesses?

Kristi Mohn  02:29

Well, I think it’s been, you know, most people don’t really understand that dirty Kansa has been around for 2006. So this is actually going to be our 15th year of the event. I think gravel has become a very natural evolution of the process of where people are becoming, we’re seeing more and more distracted drivers, the roads are becoming less safe. gravel gives you that opportunity to get off the grid a little bit more and with how we are so connected, in our day to day lives anymore, it’s a reprieve from what we do. 24 seven, they So I think gravel has become a pretty natural evolution of where I would have anticipated the industry to go. I also think it really lends itself to the community, at least in my world It does. And that becomes something. In my mind, that’s really important too. So I think that’s why we’ve seen such a big boom and gravel. It’s just a safer environment and it’s more community-friendly.

Rod Judd  03:26

Okay. Where do you see it going next? You know, obviously, the styles and the technology with gravel bikes is changing. Sea stepping next.

Kristi Mohn  03:36

Well, I hope it continues to grow and bring in more and more people into the sport. And I think that that’s going to be you know, with the evolution of bikes becoming more comfortable and more durable and safer and more. You know, like I said, more comfortable to ride I think we’ll see more and more people choosing to explore the world on two wheels on gravel. And I think that there’s also you know, a lot of these bikes also work well as kind of a do-anything bike. Which I think is also important because if I can be a significant investment, you can have your bike also serve as a commuter bike or a bike Packer bike. And I think all of those things lend themselves well to gravel and to enter gravel bikes in that industry and that sector of the industry.

Rod Judd  04:15

Okay. You mentioned you know, you’re being involved with your husband and writing, what’s the appeal for you still about gravel, why he’s in love with this category, as it is in 2020.

Kristi Mohn  04:29

There’s just in my book, there’s no better way to explore the country, then on two wheels. I like it, because of the distances you can go in the time that you’re allowed. I think because the industry has grown up so much, you know, over the last 15 years, that it’s great because you have all of these different gravel events now that are popping up in all different places. that those are always at least two the all of the ones I’ve been to have been put on by people that are super passionate about the community that they’re in about gravel, and about the location that they’re doing these in. And it means that I can kind of, you know, thank my block on going and spending a great weekend around a great group of people and getting to see some of the best parts of nature in that area on two wheels. I just, I don’t see anything better as far as a way to explore the world on two wheels, as you know, attending these events and, and checking out these areas that people are finding things that they’re passionate about in it. That’s part of the reason I love doing it. And it’s also the solitude that will come from that to exploring those roads when you’re just going out for a test ride and whatnot. It’s pretty awesome.

Rod Judd  05:41

Yeah, that’s great. You know, in terms of events, tell us about your personal experience, riding an event like the dirty Kansa Do you remember the first time you rode? Tell us what it was like perhaps for people who, who haven’t had the pleasure of writing something like that?

Kristi Mohn  05:58

I’ve only been able to do dirty Kansa, two times, the first time was in 2010. And it was kind of I joined the promotions team after the 2008 event. And my husband was one of the original 34 riders back in 2006. And when I came and got to ride the event in 2010, it was right before we were kind of starting is the very first year we moved downtown. And I was pretty anxious about being on course versus being at the finish line because it was something new, but at the same time, dirty Kansa was much smaller than but my goal that year was truly to prove to myself that I could ride 200 miles in one day. So it was simply a finishing goal. And, you know, what would I tell people to expect I mean, it’s obviously a long day on the saddle. You need to know how to feed yourself and how to take care of your bike and all of those sorts of things that we tell you about their real my day ended, I slashed my tire pretty significantly, with about 30 miles to go. And ultimately, the repair didn’t hold. And so I finally called it with around 13 miles left or so and had my husband come pick me up.  But I think a lot of people saw that as disappointing, but in my mind, my goal was to ride 200 miles. And when I got to that point, I was like, I got it, like, I know I can do it. And it kind of, I mean, although I wanted to finish dirty Kansa I also wasn’t disappointed because I felt like I had met an expectation of myself. The team of race promoters at the time is, you know, Jim Cummins, who’s the founder, Leland Danes, who we brought in, and then my husband and myself at the time, the three guys basically came to me in 2017, and they were like, Hey, you want to try to ride it again? Which of course, you know, I did. So I wrote it again in 2018. And that one had my full attention, like, all the training, I didn’t miss a single training ride, hired a coach all of those things, but You know, on that one, it was really, I spent a lot more time I did my homework, I knew what to expect I put the work in. And I really my biggest tip on that from that ride and my biggest takeaway was to ride your race. You know, I didn’t commit to riding with anybody. I didn’t make any of those promises. I just decided to do the very best I could, at my own pace that day on the bike and, and of course, was very dialed with my nutrition and my speed zones. You know, when we got into the checkpoints, know exactly what I was doing and had a really big game plan and ultimately led to a really good success, which was super exciting. One of the things about Kansas, you really don’t know how Kansa is going to play with you that day. You know, you get to do one part of the race, but the rest of it’s up to the elements that you face when you go out there is a good day.

Rod Judd  08:43

Amazing. You mentioned you know the appeal of solitude on a good gravel ride. Tell me about what is some of the highs and lows that go through your head during an event like the dirty Kansa What do you find yourself going mental

Kristi Mohn  09:01

I think a lot of it for me is just the game that I end up playing with myself is that the part of me that tells me that I’m going to quit right now, you know, everybody talks about that. But what’s happened is, the more events I’ve done like this, and the longer I’ve been riding my bike like this, that voice is completely out shadowed by this other part of my brain that like, that’s just nonsense, you know, you’re not going to quit. So stop talking to yourself like that. It’s just the internal dialogue that I end up having where it’s basically coming out to the fact that, you know, I’ve committed to doing something and I really, really want to see it through the best of my ability. Of course, I’m going to be smart and I’m not gonna put myself in danger physically, but at the same time, it’s learning to grasp those highs and lows that you have when you’re out there and talk yourself through it and the way you can then take that and apply it to your everyday life and how you work with people in your day jobs is pretty amazing how that kind of I’m not going to quit attitude can prevail and help you be successful off the bike too. And That’s one of my biggest joys from it.

Rod Judd  10:02

That’s great. It’s powerful stuff. Okay, so for a brand new participant, you know, when you’re out there talking with folks who, you know, well, maybe intimidated, how would you describe your events to a first-timer?

Kristi Mohn  10:17

Well, I think that’s an interesting question, Rob. Because in my mind, dirty Kansa really consists of several different distances. And we’ve done that on purpose that allows you to bite off what you think you can chew and help you grow. And I think that’s what I would prefer to people when they, you know, I get people to call all the time, this is I’m not quite sure about the 200. And talking them through what that would look like and how that would relate and what they’re trying to do, and helping them make the decision of what distances may be the right distance for them where they can be successful, but still, be challenged. And it’s one thing that I really like about our event is that we do have a distance starting as small as 25 miles or as short as 25 miles. I shouldn’t say small because, for some people, that’s a really big deal. We’ve had people that have done the 50 miles that’s taken them nine hours to ride 50 miles. And when you consider that column Strickland last year finished in just under 10, he almost you know, triple lap, the 50, miler, and all intents and purposes. So I think it’s really, you know, for our event, it’s finding the distance that’s going to fit you and challenge you the best and make you feel accomplished. And that’s really kind of more of my focus and my drive at this point, then, you know, saying you have to do the 200 to have it be of any worth. It’s really finding something that’s going to meet your goal and where you’re at in your life and still gonna provide you that experience that you’re looking for.

Rachelle Schouten  11:41

This podcast is supported by Muc-off who is a member of the NBDA the British based brand has come a long way since they produced the very first bottle of bicycle-specific cleaner over 25 years ago. What started off as a mission to design a collection of cleaning and maintenance products, purpose-built for all things to work. has taken them to the top levels of cycling with seven Grand Tour victories, 12 Olympic medals, won Paralympic gold, a world hour record, and the downhill World Cup title all under their belt. Whether it’s their perfectly pink bike cleaner or their ultra-efficient hydrodynamic chain lubricant, you can be sure that you’re stocking the cutting edge in technology. Check out their range today by getting in touch with your local MK off distributor or emailing info@mucoff.com.

Rod Judd  12:39

You mentioned your husband was involved in the first 36 or so riders back when the event began. Do you know what motivated the introduction of this right, you know, why did they choose to create the dirty Kansa?

Kristi Mohn  12:53

Well, Jim Cummins and zoldyck our two founders had done trans Iowa, which is a 350-mile distance up in Iowa with Mark Stevenson up there, and they came back inspired from that. So the very first trans-Iowa took place in 2015 with the dirty Kansa on a deal taking place, this first event taking place in 2016. The takeaways they had from that was that 350 seems a bit unapproachable for I mean, 200 miles is a long way, you know, the DK now has the Excel distance, which is 350. But tuner miles is a long way, but they took away the distance might have been too long for just kind of your weekend warrior types. And they also did instead of a point to point ride, which was what Tran Seibel was that year, they did a loop so that you had to leave and get back to Emporia. So those were the big two differences between trans Iowa and dirty Kansa in that first year. That’s that’s what had inspired the event.

Rod Judd  13:47

So you’ve had some experience now with a number of iterations of the dirty Kansa. What are some of the things that you’ve learned from other races or perhaps that you’ve learned yourself that aren’t necessarily written down anywhere in terms of how to prepare, what’s the best way to get the best result out of the event? And what’s the best way to be satisfied with your experience there?

Kristi Mohn  14:12

Well, I think the big takeaway that I’ve learned from all of these events is, you know, watching the finish line, which is where I spend, most of my details are spent at the finish line. And I think, for me, the biggest takeaway is always that you’re, you’re so much more capable than what you think you’re capable of, you know, our abilities really can go beyond what we think we can do. And it’s the DK finish line, and many others out there too, are just such an emotional experience to see somebody that has made these goals for themselves, realize these goals. And it’s really cool too because I think sometimes what gets overlooked a little bit is watching those family members meet some of my biggest tugs that I’ve had at the BK finish line have been you know, not only with the finisher but then going over and hugging that family member. That’s been there. For them on their training ride was there for them in those support towns, it really the concept of bringing that community together and bringing families together and friends together is so prevalent at a race like dirty Kansa. And that, to me is just always a big takeaway. It’s just it just recharges your soul and your batteries to watch one of those finish lines.

Rod Judd  15:19

Great. Let’s talk a little bit about Lifetime’s involvement in the event, of course, lifetime acquired the event A few years ago. What does having a company from the health and wellness space bring to this event? Where do you see the great value there?

Kristi Mohn  15:36

The extra hands on deck, the extra resources have been just, there’s just no value to it. It’s enormous. We needed it. And we appreciate, you know, from the employer community and from the employment event staff. You know, we love the fact that we have a network of people and a team of people that can help pull this event off. It just was to the point where it was really difficult for people. And even though I mean, our volunteer crew is just top-notch, it’s still a lot on for people to pull off on that weekend. So it’s really nice to have, you know, last year was our first year with Lifetime in Emporia helping us and I went home on Thursday evening and took a shower. Which was, you know, a first in many years where, you know, the event starts or 30, you know, Wednesday evening gets here, and it’s pretty much a run till Sunday after the award ceremony. And it was amazing to be we were all sitting in the office kind of looking at each other going, you know, what should we do, and I think all four of us went home and took a shower before the evening gets together that evening, which was, you know, all because we had extra hands on deck help and get everything done. And it was just, it was an incredible feeling to know that that we had we chosen right and we picked an organization that was there to help and support us. So it was a really good feeling.

Rod Judd  16:56

Sure. Talk a little bit more about you know what it takes To put on the event, you know, how many volunteers are we talking about? and staff? What’s the heavy lifting? What goes into it?

Kristi Mohn  17:07

Our event services manager would have to get you the number of volunteers and pass. I don’t know, I even hate to. I even hate to take a guest. Yeah, I know. It’s probably 300 or so something like that. And I might be shy, I don’t know. And I’m sure she’s told me. But it’s one of those things where it’s for me, it doesn’t hit me right in the gut like it’s kind of in one ear out the other. But we’ve worked. I think one of the things that I’m super proud of is how we’ve worked with so many of these community organizations to help them use dirty Kansa as a fundraiser for themselves or help them generate funds to give you so we’re giving back to the community that way. And I think last year’s fundraising totals for all our organizations that we worked with was close to $100,000 from that weekend, and that’s, I mean, from a kid from Emporia to be able to impact my community like that is just really helped. bowling.

Rod Judd  18:01

Yeah, and talk a little bit more pleased about, you know what this means to the city. You know, obviously bicycling can have a great impact on local economies. Please share your thoughts and impressions on what it means to aporia.

Kristi Mohn  18:15

Well, I mean, last year’s study that they conducted after dirty Kansa weekend alone was a giveback of around $5.5 million. I think. So super substantial. And I think that the impact resonates throughout the year. We have people come and ride bikes in Emporia year-round, not just dirty Kansa weekend. So you know from that perspective, we don’t even know the calculation that the as a little race that could is sometimes what I call dirty Kansa or race it could it’s like what is it actually impacting in Korea with and I think it’s it’s a lot of notoriety and a lot of people that come here to ride your round, which is great. Right?

Rod Judd  18:54

You are clearly motivated by the passion for getting more people to ride with you. is obviously, you know, very important to all aspects of businesses and you know, in my opinion, to communities in general, talk a little bit about your motivation for getting women to ride wise women,

Kristi Mohn  19:15

it really came from the fact that when I joined the cycling community here, and in the Midwest, they’re just there wasn’t a ton of us out there. And I didn’t understand why. And I think it boils down to a lot of it is, you know, some intimidation and not necessarily the support networks that women were looking for in there. And I just really felt like coming from a running background too, and I’d seen, you know, 51% female participation in events. And on the running side, I didn’t understand why it wasn’t there on the writing side, because the cycling in my book was easier, more fun, more community-driven and something way easier to share with a friend or a husband or a significant other, whatever it is. Didn’t make sense. And I think it just became a passion for me that I wanted to get more women out there from the competition side and from the camaraderie side and from the fact that I didn’t want women missing out on what gravel was about. And I wanted that shared experience with them. Excellent. Maybe a little bit selfish. Like that. Yeah. Thinking about it from that perspective, like, you know, let’s, let’s do this.

Rod Judd  20:25

There’s nothing wrong with that. If it’s for the greater good, right. Totally. Some of the interactions you’ve had with women during your cycling career, you know, can you speak to a specific example where you really felt like you changed somebody’s life through cycling?

Kristi Mohn  20:41

That seems pretty presumptuous. I can talk about like, I mean, I suppose I probably have changed some women’s life and that perspective. I think, more of what I think about is and you know, I’ve used and named a couple of times this year but and gentle, who is a writer from Nebraska She’s been to a couple of BK camps. She inspires me greatly. She was on the docket to ride the DK 200. Last year and at Camp after just watching her ride and get through some stuff. I had a conversation with her where I, you know, I said, I think the 200 is you’re biting off more than you can chew. And I really want to see you finish. And I knew she had done some other distance events that she hadn’t completed and worked with her to do the 100 instead of the 200. And that moment of her finishing that 100-mile distance was just, it was amazing. You know, I try to think of other women that like Wendy shear she’s in. She and her husband, Jason do ordinary ethics now, which are bike races and community events down in Mississippi. And I think that that’s probably something that I’ve inspired. But, you know, it’s hard to say, that’s just it’s not necessarily why I do it. So I guess I don’t really look for that. If that makes sense.

Rod Judd  21:54

Those understand. You’re involved with a group of women who ride the world. Mm-hmm. Would you talk a little about that group’s mission, particularly the social aspects of your work there? Tell us a little bit about it.

Kristi Mohn  22:07

Women, right, the world was born out of 200 women 200 miles. And that campaign was launched in 2016. To try to get 20% women participation at our 200-mile distance event is that event grew. And we move through things with that. I understood that we weren’t, what I was really trying to accomplish was to get more women at the start line. And although we had been focused on the 200-mile distance, I wanted it to be focused on every distance because it’s not, you know, 200 miles is a significant amount and it requires quite a bit of training. So I was really looking forward to trying to get women on the bike at the start line to the 25 of the 50 of the 100 of the 200 and trying to make a space where they felt welcome to come and ride any distance at the DK and as we were trying to kind of my girlfriends and I hear we’re trying to kind to come up with how that look, we each started committing to how many miles we were going to ride that year and help hold each other accountable. And what came out of it was that when we added up our miles, we figured out we were going to collectively ride around the world. And that’s where kind of the women ride the world came from, and the incentive there and then the motivation there is to just simply get more women on bikes, give them a space to find support. Some of the initiatives that we’re going to be launching out of this will be including some toolkits for ambassadors toolkits for events, toolkits for a bike shop, really trying to make sure we’re giving women the community support that they need to decide to try riding gravel.

Chad Pickard  23:43

As a retailer, I filled out my very first America’s Best Bike Shop application over five years ago. And to be honest, the first time I was a little anxious, I felt the result of the process would either be the seal of approval or the seal of disapproval for my bike stars. It was shortly after they handed The awards that I realized, this is an excellent opportunity to work with staff on our messaging and customer experiences in our stores. ABBS kind of became the coach, we used to find holes in our sales process or staff training. Where else are you going to get critical feedback like that?

24:15

Go to nbda.com for more details and to sign up for America’s Best Bike Shop program.

Rod Judd  24:27

Can you talk a little more about those toolkits, you know, and how would retailers connect and what does that mean for the retailer or the community organizer?

Kristi Mohn  24:35

Sure, and those are all things that are in the works. But the goal here is that you know, we hear a lot of times that bike shops can be intimidating. So we want to try to partner with bike shops and find bike shops that want to be doing things that will make a woman purchaser feel more comfortable, feel welcome to some specific clinic and rides focused on them and just really kind of giving them the space to grow into Cycling where they’re not intimidated.

Rod Judd  25:02

Very good. What does success look like for you in terms of women’s participation in the United States? You mentioned, you know, attending running events where the proportions were much more balanced of mental women. What do you think we need to take it? And how do we get there?

Kristi Mohn  25:18

Well, you know, I think continuing, the one big thing I think I always hear is like, we just have to invite women to participate, you know, ask them. So I think obviously, that’s key is to events and bike shops and organizations and events to just continuing to ask women to participate. You know, what does success look like? Obviously, you know, 50% female 50% male is probably what true success looks like. Realistically, you know, what I hoped for at the 30 Kansas start lines is more shooting at a collective like 35% across all of our distances. We see interesting numbers in our 25-mile distance, it’s actually over 50%. It’s like 55 57% female participation. So I think it’s just a matter of, you know, continuing to make sure we give them to give women, those avenues to be successful and the avenues to have access is the big part of it and feel welcome.

Rod Judd  26:11

Speaking to decision-makers and leaders within our industry and the health and wellness industry, if you could have the floor and ask them to do something to get involved, what would you ask them to do?

Kristi Mohn  26:26

I think anything that I would ask anyone to do would have to make sense of where they are and what they’re doing. It has to be something that that is I hate the word authentic, but you know, authentic, organic, and what they’re doing. It has to make sense. It can’t be forced, it has to feel, you know, natural. And I think you know, continually looking in your own communities for women leaders, and empowering them is important. You know, we did that with big sugar when we launched big sugar down in Bentonville, Arkansas bringing on Gaby Adams is one of our event directors. It was a matter of empowering and the concept is, you know if she can see it, she can be it. Just making sure women have that space and have the opportunity to be leaders is super important.

Rod Judd  27:12

Yes, I’m glad you brought up the sugar. Do you see a younger writer attending that event? So I guess the back of that question is how do we reach younger writers and younger women in particular?

Kristi Mohn  27:26

Well, I think it all comes down to the same things that we’ve been saying. You know, obviously, Gabby’s, although we share a birthday, we’re many years apart. Bringing up young leaders and young writers, it’s just the same thing. Giving them the space giving them the floor, giving them the power to be leaders as we move things forward is super important.

Rod Judd  27:45

What do you think the barriers are specific to women writing in the United States right now?

Kristi Mohn  27:52

You know, cycling isn’t a cheap sport. So obviously, I think there’s always a financial part of it. Women tend to Although they tend to be the biggest decision-makers in the families, as far as finances go, they also are less likely to spend money on themselves. So there’s some training thereof like, you know, you’re worth it and your health is worth it. I think, again, it comes down to support and access, I think we’re doing a better job of it. Especially I think the cycling industry is doing a much better job continually of making sure that space and that seat at the table is available. I think we just have to keep doing all of those things and keep recognizing that it’s not, you know, it’s not equitable yet. But it’s, it’s way better than it was even you know, three years ago, I think.

Rod Judd  28:38

Excellent. So for the next five years, say, what are your personal goals for expanding particularly women, right, the world what’s next, you mentioned that the kids would be available, what is your grand ambition? You know,

Kristi Mohn  28:53

personally, like I just want to continue to empower the next round of leaders. Yeah, I’m not old, but I also I think you know what you said about getting younger people on bikes. And I think that’s important. And I think, you know, the next generation is going to come to the table with different ideas. And they need to be heard, and they need to have the space to do that. So, you know, I want to see, I just want to see that next group of ambassadors grow and be successful and support them, even if we disagree. You know, I think that’s another thing. Some feedback I’d gotten. There was a comment about competition versus camaraderie. And, you know, I think I do, I’m not one of those people that believe you can have both. So I think that I want to see women, right the world grows more leaders as we move forward. I’m also a big believer. I mean, obviously I’ve been championed as someone about women on bikes, but what really what it boils down to is the community piece for me, and I really want to see, I want to see local bike shops, I want to see local bike dealers understand how important their role is in their community. And hopefully, give them some ways to be successful if they’re falling short because I think, you know, obviously, the online stuff is out there. But you can’t build a community online. It’s just doesn’t work. Like I mean one where you’re going out and you know, going for a ride together and then having beers afterward or having coffee or having pizza, or whatever it is. And I want to see, I want to make sure those local bike shops are finding success moving forward.

Rod Judd  30:22

You’re obviously a marketing expert yourself, what are some of the inspirations that you get from perhaps other industries or things that you see day to day that can help us with community building in the bike space?

Kristi Mohn  30:37

realtor, also, and I think a lot of it comes, you know, comes from that, I think, you know, I’m so entrenched between those two communities. And the other one would potentially be music and just looking at how, you know, music can bring people together. Obviously, houses are definitely community-related. I think they all just kind of make sense to me is looking at those things. First, And I definitely am cross-referencing things all the time just in general, if I see something, how can I use that to make dirty Kansa better or, you know, make sugar better? Whatever it is. I just kind of glean stuff from things around me. Very good.

Rod Judd  31:15

All right, before I throw up some final comments, do you have any new events planned? Do you have anything new programs that we can look forward to in the coming year or two

Kristi Mohn  31:26

new events for me personally, or professionally?

Rod Judd  31:30

I’ve seen new iterations of a new big sugar or new dirty Kansa. Or perhaps,

Kristi Mohn  31:34

you know, we, I think we’re always looking at potential ideas for growth opportunities, it’d be silly to not continuously be kind of keeping our eyes open and our fingers on the pulse for things in need, and holes, so to speak, that where we could fill a gap. So those things are always in play. You know, personally, I think I’m hoping to get to some events I haven’t been to just to check those out. haven’t been too rooted, Vermont, which I’m going out to this year. And I’m really looking forward to that. I’m participating in Lead Boat. So I’m looking forward to that challenge and just trying to figure out other ways to continue challenging myself on the bike is important. It provides me inspiration coming back home, for sure.

Rod Judd  32:19

Excellent. Is there anything else you’d like to add? Christy? Anything that we haven’t addressed that you’d like to speak to?

Kristi Mohn  32:26

You know, I think I know, as I said earlier that, that I definitely have been identified as a leader in this getting more women on bikes and I’m, I’m stoked about that. But it’s not just limited to women. I want to see people get out on bikes and try gravel and try dirt and try, you know, even mountain biking. I think that there’s a lot to be learned out there. And I think it’s a super great place to find and build new relationships and find something out new about yourself. And so, you know, as much as I’m stoked on getting more women on bikes, I challenge those women to get other people in their families on bikes, too. I think it’s a really great avenue to explore and learn something new.

Rod Judd  33:06

Excellent. Well, thank you, Christy Christy mon. You’re an amazing ambassador for what we’re doing. I thank you for your time today and good luck with the events this year.

Kristi Mohn  33:15

Thank you. Hope to see you at some of them.

Rod Judd  33:18

Absolutely. 

Kristi Mohn  33:19

Awesome.

Rod Judd  33:20

Bye Now

Kristi Mohn  33:22

Okay, thanks. Bye. 

Rod Judd  33:23

This has been bicycle retail radio by the National Bicycle Dealers Association. For more information on membership and member benefits, join us @NBDA.com

[/fusion_toggle][/fusion_accordion][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” link_color=”” link_hover_color=”” border_sizes=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”” border_style=”solid” spacing_medium=”” margin_top_medium=”” margin_bottom_medium=”” spacing_small=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_dimensions_medium=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_dimensions_small=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” content_wrap=”wrap” spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” type_medium=”” type_small=”” order_medium=”0″ order_small=”0″ dimension_spacing_medium=”” dimension_spacing_small=”” dimension_spacing=”” dimension_margin_medium=”” dimension_margin_small=”” margin_top=”” margin_bottom=”” padding_medium=”” padding_small=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” hover_type=”none” border_sizes=”” border_color=”” border_style=”solid” border_radius=”” box_shadow=”no” dimension_box_shadow=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” background_type=”single” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” background_image_id=”” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ last=”true” border_position=”all” first=”true” type=”1_1″][fusion_separator style_type=”single solid” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” flex_grow=”0″ top_margin=”” bottom_margin=”” width=”” alignment=”center” border_size=”” sep_color=”” icon=”” icon_size=”” icon_color=”” icon_circle=”” icon_circle_color=”” /][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”default” rule_size=”” rule_color=”” content_alignment_medium=”” content_alignment_small=”” content_alignment=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” font_size=”” fusion_font_family_text_font=”” fusion_font_variant_text_font=”” line_height=”” letter_spacing=”” text_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]

The post Dirty Kanza and the Gravel Cycling Explosion appeared first on National Bicycle Dealers Association.