Bringing the best in cycling to the head of the field
CALL UP Product / Tech / Trends / Know-How / from QBP and Friends
Service & Repair, Commuter / may 2015
IN THIS ISSUE
Tech, Trends, & Know-How 6 Good Service Is Good Business 16 Change The Oil, Not The Engine 26 Understanding Your Commuting Customers 30 Last Stop
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Service & Repair, Commuter Products 4 Rever: Premium Performance Simplified 10 Wheels Manufacturing: American Craft 14 Microshift: In With The New 20 Banjo Brothers: Affordable Reliability 24 Commuter Kicks
lead out / about this issue Planting Your Spring Commuter Crop
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enise and Laura Jenkins here, staff accountants at QBP. Yes, we are identical twins that have the same job at the same company (go figure). We have worked at QBP for almost five years, and began commuting in the spring and summer months about two years ago. It was obvious to us that commuting is a win-win-win situation: a great form of physical exercise, a way to save gas money, and beneficial for the planet. But it still took a while for us to pull the trigger. Our main concerns were making sure that we had the right gear, that we had a safe route to take, and that we wouldn’t be a sweaty mess for the entire work day. Lucky for us, QBP is full of people willing to share their knowledge about what to buy, and the best routes to take to get to and from pretty much anywhere. Once we arrive, we have access to a locker room with showers. Other newbies to the commuting world aren’t so lucky. That’s where you come in. The best thing that you and your bike shop can do to help new commuters is offer a judgment-free environment where they can ask all of the questions that they have. The last thing they want is to feel dumb about how little they know about it all. Share the tips and tricks that you’ve picked up from your own experiences. Make sure to stock— and be able to speak to—the commuting basics: helmets, lights, bike bags, locks, bike maps, proper clothing, and tools for repairs. Heck, you could devote a whole section of your shop to the necessities of commuting! Bike safety and maintenance are also important. Consider offering classes that educate commuters on how to be safe on the road, and on basic bike maintenance/repairs. QBP can help you accomplish all of this with our wide assortment of everything that you and your customers need to be successful commuters. In this issue, you’ll find information about identifying different types of commuters, a look at customer service across multiple industries and how it relates to the customer experience in your store, and suggestions for simple, lowcost things that commuters can do to keep their bikes operating safely and efficiently. Spring is in the air here at QBP, and we can’t wait to get back on our bikes! We hope you and your commuters have a great year!
Share the tips and tricks that you’ve picked up from your own experiences.
on this page: The Don rebuilds a well-loved PIKE fork, one of the many types of forks that get tuned and rebuilt daily at the QBP Shock Treatment Center. Photo by Marty Wood
Cover photo courtesy of Marty Wood
CALL UP / Volume 2, Number 3 / May 2015 Published by Quality Bicycle Products 6400 West 105th Street Bloomington, Minnesota 55438 www.qbp.com Customer Service: 800.346.0004 customerservice@qbp.com If you’d like to stop receiving a paper version of Call Up, please contact Customer Service. All brands, trademarks and content in Call Up is the intellectual property of QBP or our vendor partners, all rights reserved. © Quality Bicycle Products, Inc. 2015
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Premium Performance Simplified
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MCX1 Disc Brake Kit BR7873 / DK178Q
Designed to meet the performance demands that riders expect in a world of hydraulic options, the MCX1 is a dual-piston mechanical disc brake system that offers stopping power specifically tuned for road and cyclocross conditions in a simple-tomaintain package.
NEW BRAND
PREMIERE
Introducing Rever— a brand focused on premium performance without premium complexity or price. Kicking off its line with
the MCX1 mechanical disc brake, Rever delivers products that meet the performance demands of today’s riders, while also being easily serviceable out in the field. When it comes to installing and maintaining the MCX1, simplicity is king— everything you need.
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digging deep / exploring the industry
Good Service is Good Business In today’s economy, providing your customers with world-class customer service is the key to staying ahead of your competitors— no matter the industry.
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very single person that walks through your door is experiencing top-notch service in other aspects of their lives, so they’re going to expect it from you, too. We asked our friends and coworkers for examples of amazing, memorable service they had experienced, and then we tracked down the people who provided it. Meet James McCracken, Sandie Fuller, and Steve Klingler. They all know a thing or two about the importance of keeping their customers happy and coming back for repeat business.
What do you do? James McCracken: I help people make decisions about which Nespresso machine is best suited for their needs while also educating them about the brand. Sandie Fuller: I am a Service Advisor at Burnsville Volkswagen. Steve Klingler: I’m a manager, server, and bartender at Chiang Mai Thai in Minneapolis.
How did you get here? McCracken: I’ve been in marketing and technology my entire career, beginning with Best Buy and Schwan’s consumer brands. I began working for Nespresso as a part-time job after moving to the Twin Cities to start my own marketing agency. I’ve really enjoyed the experience and the opportunity. I’ve been a Nespresso club member for over five years and a part of the brand for about six months. I love helping customers discover the brand, the great coffee, and the machines. 6 / CALL UP / PRODUCT / TECH / TRENDS / KNOW-HOW
Fuller: I ask myself that every day! I have been in the automotive business since I was able to hold a wrench in my hand. My father was in the business all his life. I’ve been at Burnsville, Minnesota, VW for 18 years this July. I needed to fill some time during the day when our daughter started school, so my little brother—who at the time was the service manager here—hired me for a part-time filing clerk position. I came on full time after my husband was injured at his work and was not able to go back. I’ve been in the service end of the business since the late ’70s and would not trade it for anything else.
Fuller: Having the customer understand that I tell them the truth—that they can trust me—and making them feel appreciated. I often start out a phone call to a customer with, “I can’t sugarcoat this and I am not able to give you CPR over the phone.” This puts them slightly at ease because they know that what I’m about to tell them isn’t the best news. If they ask a question and the answer is yes, I give them a “ya sure, you betcha.” If something is broken on their vehicle and they get me on the phone, my response is “uffda.” I’m much better speaking to someone in person because the hands and mouth
“Few customers will outright ask you how will this help me or make my life better—even though that’s the information they are seeking.” Klingler: I’ve been in food service and customer service jobs for 20 years. I ended up at Chiang Mai Thai through a reference from a friend, and worked my way up once I was inside. I’ve been here for 12 years now.
What’s the most enjoyable part of your job? McCracken: One of the great aspects of the brand and the concept of the boutique is helping club members understand how technology can improve their lives. I always try to give the customer an unexpected experience—whether it’s spending extra time with them or encouraging them to try something new.
will always be going and I like speaking to them in a personable, conversational tone. I always make sure my customers have a positive experience, and if they don’t, I need to know about it so it doesn’t happen again. Klingler: I love making lasting connections with new customers who become repeat customers and, eventually, a part of our restaurant’s family. I’ve seen people have their first date with us, then come back for their anniversary, then their rehearsal dinner, and now they bring their kids in. Knowing that we’ve kept them not only satisfied but also loyal is a huge reward.
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Top Tips on World-Class Customer Service • Ask good questions and incorporate that info into your interaction • Address their underlying concern: How will this make my life better? • Communicate early, often, and clearly • Make a personal connection • Treat them like you want to be treated
What does good customer service mean to you? McCracken: Whenever someone asks about a product or service or how something works, I always try to answer in a way that is most appropriate for them. Few customers will outright ask you, “How will this help me or make my life better?”—even though that’s the information they are seeking. It’s up to us to help them answer that question by asking questions and actively listening. Fuller: It means knowing that I have told the truth and treated the customer the same way I want to be treated. It also means seeing them leave the dealership with all their questions answered and with a smile. Klingler: Good customer service means anticipating people’s needs and trying to help them navigate possibly confusing situations in the most convenient way. And obviously, making sure that they’re happy with their experience. If there are any problems while they’re in our care, fixing them as politely and efficiently as possible is key.
How do you go out of your way to keep your customers happy and coming back? McCracken: A long time ago, I worked with a sales professional who was a master at making customers leave with a smile. He was great at asking questions and delivering tailored presentations to best suit a guest’s needs. I’ve always felt that it’s a lot more fun to work in a place that creates memorable experiences than simply taking orders and ringing up sales.
Customers are practically begging to be asked good questions, and it’s easier to take the time early on in the sale rather than making up for a bad assumption later on. Fuller: I try to simply be myself and respect the customers. I don’t feel this is going out of my way—it’s just who I am. I love getting up in the morning and coming to work, and am thankful to work for a great company with awesome coworkers. Klingler: Dealing with food, there are often situations in which the customer feels that a dish isn’t adequate, or was made incorrectly. Sometimes food takes much longer than our guest anticipates, due to business flow or server error. First off, communicating with the guest early on really helps us out. In the example of food taking a long time, we’ve always found that telling the guest up front that we’re a little backed up in the kitchen keeps them far happier than waiting and apologizing afterwards. The more informed a guest feels, the more empowered they are, and therefore happier. If we’ve made a mistake or the guest isn’t pleased with their food, then we attempt to remedy the situation, either with a new dish, or by bringing out some free dessert. It’s always better to eat a little cost now to ensure their loyalty in the future.
What advice do you have improving customer service?
she would always outsell the so-called “experts” who were really good at dumping information but struggled to make a connection. She did this by asking the right questions. In many cases customers didn’t know what would really work best for them so she helped them figure it out. By being humble and asking questions, she would uncover great information and would make great suggestions that lead to future sales. It allowed her to give the customers a great experience. Fuller: Listen to your customers. Treat them the same way you want to be treated, and get to know them by taking time to talk one on one with them. You can learn a lot if you feel and hear what the customer is saying. Always have a smile on your face because that is something that is always appreciated by the customers. Klinger: Primarily, treat your guests like you wish to be treated. Be polite and smile often. People like to feel like their opinions are valid, that they’re being heard and that they can trust you. So give them all of the pertinent info, listen to their needs, and then do your best to help them in a timely manner
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ake it from the best, regardless of industry: Creating a world-class customer experience in your shop will build customer loyalty, return business, and grow your profitability.
McCracken: One of the best sales professionals I ever worked with was never afraid to tell a customer, “I don’t know, let’s find out together.” I noticed MAY 2015 / Service & Repair, Commuter / 7
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1 Shimano XTR 9000 11-Speed Chain CH3250 / NF72D Asymmetric plate design and SIL-TEC surface treatment for improved shifting performance, mud shedding, and quieter operation.
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5 FSA Team Issue 10-Speed Chain w/Quick Link CH0202 / MG32B Your new go-to chain for 10-speed drivetrains— flawless performance and durability in an affordable package.
2 SKF Dust Seal & Foam Ring Kit 6 FSA Team Issue 11-Speed Chain for Fox 32mm Forks w/Quick Link FK2709 / SK46M CH0203 / SO40M SKF seals decrease the breakaway force on forks compared to OEM seals. Perfect for Super-smooth shifting and minimal weight mountain bikers looking for improved suspension combined in one outstanding 11-speed chain. performance for low cost. 7 Quality Wheels Value Series 1 Wheel 3 Jagwire Compressionless Brake Housing WE8687 / YB48O CA4646 / FL60A High-quality wheels to get customers’ bikes back Linear steel strands wrapped in a Kevlar weave on the road or trail without breaking the bank. reinforce this compressionless housing for 8 Sta-Tru Kidz Wheel improved braking performance, especially on WE0603 / EL40N bikes with full-length housing. Ten-yard roll. Parents needn’t look any further. Sta-Tru offers 4 Shimano Ultegra 6800 11-Speed Chain great replacement options at a great price. CH6800 / BQ50L Equipped with SIL-TEC surface treatment on inner plates for ultra-low friction.
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9 FSA 11-Speed Quick Link Pack CH2019 / QY34U Just the thing for quick repairs or roadside emergencies—this simple link will help you get your chain together quickly. 10 Shimano XTR 9000 11-Speed Cassette FW3250 / VH460X Rhythm-step gear progression from 11- to 40-tooth for maintaining cadence over varied terrain. Lightweight carbon spider with aluminum, titanium, and steel cogs. 11 Shimano 105 5800 11-Speed Cassette FW0030 / UF86D Wide-range gearing from 11- to 28-tooth and equipped with a lightweight aluminum spider. 12 SRAM PG-1170 11-Speed Cassette FW4685 / HO130D This Rival level cassette has the same shifting performance as Force at a fraction of the price and only 20 additional grams.
Quick Fix
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PrestaCycle tools allow you to spend more time riding and less time fixing. 1 PrestaFlator PU1400 / JW60U A must-have compressor attachment designed specifically for cycling inflation. Offers years of reliable service.
4 PrestaRatchet Mini Ratchet TL9200 / NC14W This ratchet is the size of a typical Allen key, but uses 1/4" bits for easy replacement and versatility.
2 TorqKey TL9203 / LM16Q Torque-limited T-handle style keys designed for 1/4" bit set. Provide quick and accurate results.
5 Bike Tool Bits TL9211 / YH10D 24-piece set comes with Allen, Torx, and screwdriver 1/4" bits perfect for the TorqKeys and PrestaRatchet.
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3 PrestaLever Tire Lever TL9213 / BV6O This tire lever’s rim hook prevents “slip out” when prying a tire bead off a rim, making removal or installation easy and quick.
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13 Finish Line Pedal & Cleat Lube LU2659 / AA10G Designed with DuPont Teflon ensuring fast engagements and smooth releases. Creates a slick, protective, dry film; reduces friction and prevents squeaks and premature wear.
15 RhinoDillos Tire Liners RS5801 / Pair / EE16T RS5811 / Bulk / KU86X Extremely puncture-resistant tire liners keep road debris away from tubes. Available in pairs or bulk box set.
14 Squeal Out Disc Brake Paste LU6685 / OE48W Designed to remove contaminants from disc brake systems and eliminate squeal, humming, or chattering.
16 Silca NFS Pro Chain Lube LU1100 / ZT22D Handmade in the USA, this lube is designed to give extended lubrication effectiveness even in the worst conditions.
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17 Continental City Ride 2 Steel Tire TR9611 / ZU22A Durability and visibility combine for the ultimate urban tire complete with breaker layer, reinforced and reflective sidewalls. 18 Continental Ultra Sport II Steel Tire TR9522 / OK22M Offering performance and value, the Ultra Sport II covers a wide range of uses without breaking the bank.
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2 Angular Contact PressFit 30 Bottom Bracket CR2100 / PZ88Q
Fifteen-degree angular contact bearings in a US-made aluminum shell with silicone seals equals superior durability and no creaking. 3 Angular Contact BB86/92 SRAM Bottom Bracket CR2102 / BK82C
1 ZERO Ceramic PressFit 30 Bottom Bracket CR2188 / JI199C
A QBP Exclusive! Enduro ZERO ceramic hybrid bearings provide ultra-low friction while the US-made bottom bracket shell eliminates creaking.
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A custom-made sleeveless bearing provides the stiffest, strongest foundation for GXP cranks. 4 Consumer Bearing Press Handle TL4088 / VM50T
Wheels MFG precision at a very attractive price. Pair with Wheels MFG drifts and build your bench piece-by-piece.
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American Craft Already one of the largest purveyors of derailleur hangers, small parts, and specialty tools in the world, Wheels Manufacturing decided to set its sights on bottom brackets.
What resulted was a line of threaded and nonthreaded offerings, all beautifully machined in the U.S.A.—with each one carrying the high level of quality, reliability, and craftsmanship that the brand hangs its hat on. Wheels Manufacturing bottom brackets are available in a wide variety of fitments and Enduro bearing options including the QBP-exclusive ZERO ceramic.
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One For All
KMC X-Series chains are compatible with Campagnolo, Shimano, and SRAM and work great on the road or in the dirt. Available in 9-, 10-, and 11-speed.
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1 X10 10-Speed Chain CH4073 / ZE58J The start of the X-series line features extensive inner and outer plate chamfering for smooth and fast shifting. Hydraulically riveted pins provide strength and a non-directional design for correct installation every time.
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2 X11L 11-Speed Chain CH5024 / ID78H Hollow inner plates for light weight and shedding mud when the race gets messy. The XX-SP treatment of these chains also creates one of the strongest and stretch-resistant chains on the market. 3 X11SL 11-Speed Chain CH5017 / CP190J Built on hollow inner and outer plates plus hollow pins to form one of the lightest chains on the market at 243g. Available with an extra hard Diamond Like Coating (DLC) for superior abrasion resistance and durability.
Log in to qbp.com to see the X-Series Chain Promo May 1–15.
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1 Birzman Combination Wrench Set TL3220 / XW86A Wrenches are forged of chrome-vanadium steel and are chrome plated for long-lasting life. The box-end ratchets make rack installs and tightening axle nuts fast jobs. 8–15mm
3 Birzman Y-Grip Hex Wrench TL3217 / SJ18K The ergonomically designed aluminum body of the Y-wrench houses three forged and CNC-machined chrome-vandium 4, 5, and 6mm bits for a longlasting tool.
2 CDI TorqControl Wrench TL2961 / OT104G No toolbox should be without this adjustable torque-limiting wrench that reliably delivers the spec you need from 2 to 8 Nm.
4 Bahco Tungsten Carbide Blade TL2927 / KD18R Perfect for carbon fiber cutting applications, this blade fits perfectly into the Bahco Hacksaw (TL2924).
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5 Bahco Hacksaw Frame TL2924 / LP46N A professional-grade hacksaw that also includes a bimetal blade that is great for any shop application.
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6 Hayes Feel’r Gauge Disc Brake Pad & Rotor Alignment Tool BR4273 / TX20V Thin steel shims insert between rotor and disc pads, making perfect caliper alignment easy. Folds for easy storage. Can be used as a pad spreader. 7 Wolf Tooth Components Lock Ring Wrench TL0320 / UR46E A lightweight, easily packable cassette lockring and bottom bracket wrench with captured magnets to hold the Wolf Tooth Lock Ring Socket like a steel trap.
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8 Bondhus Felo Torque Limit Screwdriver TL8075 / ZD90U This adjustable torque screwdriver is great for narrow and hard-to-reach places. Comes with a 1/4" bit holder for a multitude of options and is adjustable from 3 to 5 Nm. 9 Wolf Tooth Components Lock Ring Socket TL0321 / AU22L This steel cassette lockring tool is low-profile and the perfect traveling companion for the mechanic on the go. It’s best used with the Wolf Tooth Lock Ring wrench.
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10 Lezyne 3-Way Y Hex Wrench TL4227 / WF22H Shop-quality grade and durable nickel-finished hex wrench set. Replacement set of 4, 5, and 6mm bits included.
13 Bondhus Hex Wrench Set TL8076 / QC38M Bondhus’ exceptional quality hex wrenches are now offered color-coded per size. Never confuse a 1.5 for a 2.5mm again!
11 Lezyne 3-Way Spoke Wrench TL4229 / ZG12Q Convenient, compact, and CNC-machined; Lezyne’s take on the 3.22, 3.30, and 3.45 spoke wrench.
14 Birzman Maha Apogee II Floor Pump PU9019 / KY100S Redesigned for 2015 with the new Apogee head! This is particularly handy in the shop thanks to the easily convertible head that switches from Schrader to Presta valves and back again simply by sliding the collar up or down.
12 Wolf Tooth Components Bottom Bracket Tool TL0322 / MZ46F Large finger ridges for hand threading and a 3/8" socket for finishing the job. This bottom bracket tool was designed with the traveling tool kit in mind.
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1 Arsis 10-Speed Dual Control Carbon Brake Levers LD0170 / GR330X The Arsis levers combine carbon blades, precise engagement, and refined ergonomics in one durable, affordable package.
2 Arsis 10-Speed Carbon Rear Derailleur RD0111 / AI142M Smooth shifting, durability, and great looks are combined in this high-performance derailleur.
3 Arsis 10-Speed Carbon Front Derailleur FD0110 / JW126C The perfect front derailleur to complete the Arsis carbon package.
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In With The New
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A lot has changed for Microshift since the last time the brand was featured in Call Up. Building
on the success of its shifters and derailleurs, the value-driven, Shimano-compatible brand has branched out into cassettes, thumb shifters, and bar-end shifters, providing even more alternatives to higher-priced drivetrain components. Microshift has also redesigned the shifters in its top-end line, Arsis. Features like internally routed cables, dual-shift controls, and carbon levers make Arsis a welcome option.
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4 10-Speed Mountain Bar-end Shifter LD0168 / NB120H Shimano Dynasis-compatible bar-end shifters are just the thing for your dropbar mountain drivetrain.
5 10-Speed Mountain Thumb Shifter LD0169 / QA140P Reliable 10-speed shifting in a top-mount thumb shifter— perfect for winter use on your fat bike.
6 10-Speed Cassette FW0410 / QR60B Your affordable option for a Shimano-compatible 10-speed cassette.
As Microshift’s exclusive U.S. distributor, QBP is also the brand’s U.S. warranty and service center—if anything goes wrong, we’re here to help.
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Tune up / tech tips and info to boost your know-how
Change the Oil, not the Engine Service and repair can be the key to getting new commuters into your shop to drive profitable sales.
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icycle commuters face challenges and issues that are unique to their particular type of riding. Many bicycle commuters start out small, using a bike that they already have for short trips to work or the store. As the number of trips and miles tick up, the wear and tear on an already used bike can start to show. The day-in and day-out riding of the average cycle commuter can be a boon for your shop service department and for accessory sales. Anyone who has ridden a bike for transportation knows that regular maintenance is always a concern. And when your bike is the thing that gets you where you need to go, maintenance isn’t something that can be overlooked until “the next ride.”
A Clean Bike is a Happy Bike Every shop mechanic has had the experience of the customer bringing in a neglected bike with the intention of restoring it to its former glory in order to make it a more functional means of transportation. One of the easiest ways to help out your service area is to stress the importance of routine maintenance to new commuters. A clean bike is a happy bike, and there is a long list of companies that offer products to keep your customers’ bikes running 16 / CALL UP / PRODUCT / TECH / TRENDS / KNOW-HOW
smoothly and efficiently. The schedule for lubing chains and inspecting bearing systems and cables is elementary for the experienced wrench, but to the new bicycle commuter, this can be a mystery. Teaching your costumers some service basics will not only drive sales, but will also mean less hassle when the torments of the road cause the need for major repairs.
knowledge and tools to get themselves out of any jam, so robust multi-tools and tire repair kits are must-have tools that bike shops should be offering their commuter customers. It’s not just the unforeseen calamities that take their toll. The daily abuse most commuting bikes endure causes wear to drivetrains, cables, and bearing systems that many fair-weather bikes don’t see. It’s common knowledge to
The day in, day out riding of the average Bike commuter can Mean a boon for Your service department, and also Increase accessory sales Roadside Assistance When the road does take its toll, it’s important that your customers are also outfitted to deal with any hiccups along the way. A flat tire, a broken chain, or a torn sidewall on a tire require roadside repairs when there’s no option to walk back to the car and drive home. Bicycle commuters will need to have the
any mechanic that chains and cassettes wear together and that replacing a chain before it’s too late can make a significant difference when it comes to replacement cost. Cables also suffer in bad weather and will need frequent replacement and attention while bearings indeed bear the brunt of wear when ridden through any type of weather day in and day out.
Comfort is Key Don’t forget to educate your customers on the importance of comfort while commuting. Being uncomfortable is a major deterrent to commuting by bicycle, and inclement weather is where the right gear can truly make a difference. From the well-chosen clothing to keep them warm to fenders to keep them dry; and from Dynamo lights to illuminate their path to proper-fitting stems, seatposts, grips, and handlebars to keep them well aligned, keeping your customers comfy will help turn them into lifelong bicycle commuters and regular customers.
Build a Community of Commuters Simply having the proper tools and equipment is only half the battle. Many shops across the country also give “basics” seminars for bicycle commuters that teach them the ins and outs of bicycle commuting, including roadside repair. While these classes give your commuting customers valuable knowledge, they also are a way to build community and earn the trust required for repeat business. You can even find programs such as the Park Tool School that are prepared and ready to give enthusiastic bicycle commuters the knowledge they’ll need on the road to avoid learning lessons the hard way. That old phrase “An ounce of prevention is worth a pound of cure” applies to many things in life, and commuting by bike is one of them. Giving your customers that knowledge and guidance will provide them not only the confidence to make using their bikes a lasting daily habit, but will also keep them coming back to the shop whenever they’re in need of products, service, or expertise.
Looking for a few additional tips on connecting with your customers? Want to learn a consistent method for assessing repairs? Check out our effective service writing and check-in process videos at youtube.com/qualitybikeproducts.
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Dave Hartman, Owner of Hellgate Cyclery, getting rad on his commute to work. Photo by Tom Robertson
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1 Especial Medio Commuter Pack BG5465 / KY202Z Designed with serious commuters in mind. Constructed of bomber materials with clever extras for comfort and nighttime visibility. 2 Especial Claro Messenger Bag BG5483 / PW146V Basic internal organization combined with lightweight technical fabrics lets you focus on the ride. 3 Especial Raider Backpack BG5469 / UF90S Weighs less than a pound! The internal back panel doubles as a folding board to keep clothes crisp.
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READY FOR THE LONG HAUL Ensure a successful commute with bags and panniers from Timbuk2. 4
4 Especial Vuelo Backpack BG5468 / AL170T Comfy shoulder straps, vented back panel, and expandable volume. What more do you need?
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5 Tandem Pannier BG5520 / HT146P This saddlebag-style pannier transforms into a single shoulder bag while off the bike. An internal stretch pocket fits a 15" laptop.
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1 Louis Garneau Blast Gloves GL2658 / QP30K Great commuter glove with ventilation, breathability, and comfort. 2 Pace Sportswear Classic Cycling Cap CL6002 / KE22Q Made of lightweight, soft cotton twill with KoolFit elastic sweatband; perfect for any commuter. 3 Louis Garneau Cyclo 2 Short AB4061 / Men’s / QS64G AB4183 / Women’s / ZL64G Sport-specific, baggy short with sewn-in inner shorts and chamois.
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4 DeFeet Aireator Hi Top Sock SK7581 / DH14L Featuring venting mesh weave, durable StayFast cuff, and plated heel and toes provide long-lasting performance.
6 Brooks Challenge Large Tool Bag BG1264 / DR148J Detail and design combine to elevate your commuting game to the next level with this Brooks saddle-specific tool bag.
5 Bellwether O2 Cycling Short AB9349 / Men’s / PJ50S AB9545 / Women’s / KW50I Great comfortable commuter shorts. Included is a two-dimensional chamois thin enough to breathe and move with the body, but providing enough padding to allow cyclists to comfortably ride for 2+ hours.
7 Wald Front Mounted Basket BG0024 / ED32W This deep, front-mounted basket can easily and quickly release from its mount to be carried on its own.
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Affordable Reliability
While completing a solo bike tour of Europe in the mid90s, Eric Leugers carried all of his gear in an expanding rack trunk and a lumbar pack.
Carrying everything he needed and washing his clothes daily, he realized the importance of having a durable, reliable bag setup. Several years later, that utilitarian principle prompted him and a friend to start Banjo Brothers, a bicycle bag brand with affordability and durability tightly woven into the company’s core values.
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1 Waterproof Backpack Pannier BG8203 / Black / HD88W BG8110 / White / RW88V BG8111 / Red / QP88N
A great, comfortable, and affordable pannier backpack. Converts from pannier to backpack in seconds. In backpack mode, hooks are opposite of the wicking back pad, ensuring comfort. Replaceable waterproof liner. 1,100 cubic inches. 2 Metro Backpack BG8150 / PX84Z
A stylish, tough, and affordable backpack for bike commuters. Hanging internal liner for maximum water resistance. Padded laptop compartment. 13 pockets to keep gear organized and accessible. 1,100 cubic inches.
3 Racktop with Drop-Down Panniers BG8126 / HN64Q
Put your junk in the trunk. Goes from 900 to 1,300 cubic inches in seconds. Thick, padded main trunk expands. Super-simple attachment makes it easy to take on and off. Use the dropdown panniers for a change of clothes or a quick grocery run on the commute. 4 Bar-Top Bag with Integrated Phone Window BG8172 / YI20B
5 Medium Frame Pack BG8192 / DB36W
Great for gravel grinders, but totally underrated as a “glove box” for your commuter rig. 102 cubic inches fits a variety of essentials from electronics to hats and gloves.
A nifty little bag to keep your bike’s cockpit organized. Mounts to stem and handlebars. Touch screen compatible phone envelope. Keep your wallet and keys underneath. More convenient than a seat bag.
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Photo by Marty Wood
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Commuter Lock Down Protect your investment with a secure lock from Abus or Kryptonite. 1 ABUS Facilo 32 Ulock LK2111 / BE50I The U-lock you need for high safety for your bike. One of the best selling U-locks ABUS provides.
4 ABUS Combination Cable Lock LK2175 / ZF46N This cable lock features a button that illuminates the combination dial so you can unlock in the dark.
2 Kryptonite Messenger Mini U-Lock LK8117 / ET84J Designed to offer a high level of security and versatility when locking up, while reducing some weight.
5 Kryptonite Messenger Mini Plus U-Lock LK8118 / LA96H A high-security U-lock that also offers a wheel extender shackle for added protection against theft.
3 Kryptonite Security Wheelnutz LK6070 / HD34V This gravity locking system can only be removed while the bike is upside down.
6 ABUS uGrip Bordo Lock LK2220 / ZI80H This lock is the most affordable folding lock available from ABUS. Available in blue, pink, black, and orange.
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Log in to qbp.com to see the Lock Promo May 8–21.
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1 Cateye Velo 7 CY1004 / WR26Z Features a larger screen and button for easy operation. It is highly water resistant, making it perfect for the everyday commuter.
3 OWL 360 Rear View Video Camera EC6500 / EU256X A rechargeable rear-view camera system that allow riders to see what may be coming from behind.
2 Birzman Navigator III Stem/Toptube Bag BG1503 / EM28M Keeps your smartphone in your sight while riding and provides a zippered compartment that can be accessed without having to get off the bike.
4 Boombotix Rex Bluetooth Speaker EC0520 / WV80J This Bluetooth-compatible speaker system is perfect for music on the go, or for taking phone calls while keeping your phone safely in your pocket.
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5 Birzman Roadster 2 Seatbag BG1501 / KC24C New to QBP are Birzman’s seat bags. The .4L Roadster 2 is large enough for a flat repair kit and tube, while staying streamlined enough to avoid your legs as you pedal. 6 Outdoor Tech Buckshot Bluetooth Speaker EC0014 / YI68A Turn up the music or answer phone calls with this handlebar-mountable speaker system that is shock-proof and water resistant.
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NEW! TO QBP
A good pair of commuter shoes makes riding around town all that much easier. A stiffer sole, additional grip, and the option to clip
in are features that set this footwear apart from your average street shoe. Additionally, commuter-specific shoes are as useful off the bike as they are on: You get to your destination and can proceed with your day, without changing shoes. We’ve expanded our offering of commuter shoes to include the biggest brands of the category—Five Ten, Keen, and Merrell. Stock up on all the great styles now available from QBP. Merrell Roust Fume Shoe 1 SH6462 / Black / KF122W
Stylish and comfortable off the bike, with a sole designed for pedaling efficiency and reflective accents to help you enjoy your ride. Five Ten Spitfire Flat Pedal Shoe 2 SH5768 / Gray/Orange / RT107U
The skate shoe-styled Spitfire gives you the ideal balance of grip on your pedals and durability in the city. The Stealth Marathon soles don’t mark, leaving the urban jungle in pristine condition.
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Merrell Roust Frenzy & Fury Shoe 3 11 5 7
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SH6434 / Frenzy Black / SE122J SH6448 / Frenzy Castle Rock / DT122P SH6406 / Fury Black / YT122L SH6420 / Fury Falcon / NK122F
Casual styling with cycling-specific technology and reflective details. The CycleTread technology offers rigid mid-foot pedal power while the flexible forefoot aids comfortable walking. Keen Commuter 4 Shoe 4 SH7132 / Men’s Gargoyle/Koi / FA130Y 9 SH7146 / Men’s Blk/Gargoyle / TY130D 6 SH7117 / Women’s Blk/Gargoyle / VT130J 10 SH7106 / Women’s Navy / TK130D
The comfort and durability that Keen sandals are known for with an SPD-compatible sole—the perfect thing to keep you cool on those casual rides. ive Ten Sleuth Canvas F Flat Pedal Shoe 8 SH5757 / Gray/Blue / QW95L
Designed for everyday things like grabbing a pint or riding to the convenience store. The Stealth Marathon has a non-marking rubber sole that increases your grip on your pedals.
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digging deep / exploring the industry
Understanding Your
Commuting Customers
Of all the disciplines of cycling, commuting is arguably the tamest. But it still has its own cast of characters with unique characteristics and needs. In an effort to understand what kinds of people are choosing bikes over cars in Portland, Oregon, the city’s Bureau of Transportation conducted a study that identified four types of transportation cyclists. Chances are these same commuter types frequent your store and service department. Knowing how best to serve the needs of each type of rider will not only help you keep them as customers and riders, but foster growth in their numbers as well.
Here at QBP, rarely does a spring come and go without fellow cyclists commenting on how many more people seem to be getting around on bikes compared to just the year before. But even in Minneapolis, which, along with Portland, is considered a bicyclecommuting mecca, riders still only account for 4.1 percent of the city’s overall population. In cities that haven’t embraced changes that would increase ridership, this number is far lower. Within the walls of a bike shop, however, these numbers represent a fairly large segment of the customer base. Understanding the differences within this group can help you keep them all riding, and even grow the numbers of those who haven’t yet given commuting a try. So who are these people? Here are some observations from the Portland Bureau study, and from our own time spent behind the counter in shops.
Strong & Fearless
Head Counts And Definitions
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The “Strong and Fearless” are, according to the study, “the people for which riding is a strong part of their identity, and they are generally undeterred by roadway conditions.” They really aren’t bothered by how obvious it is from their road-worn appearance that they “got there by bike.” These riders are also comfortable in the middle of the action, with some seemingly chasing the adrenaline rush that comes from live traffic. They have the strength to follow the pace and rhythm of the road, and have honed their instincts to see a block ahead—and seemingly behind. The bikes of these riders don’t always live the happiest lives. They’re ridden until the paint falls off, and adjustments in riding
style are made as parts wear out or break. The Strong and Fearless are often unaware of just how bad the mechanical states of their bikes are until everything is ultimately replaced. (When you hand a bike back after services, it may be good to suggest that the rider take a practice lap in the parking lot to test the brakes—since they actually work now, and might take some getting used to!) Making the case to these commuters for big, spendy repairs, not to mention time away from their bikes, can be challenging, but it usually only takes one really well done overhaul for them to appreciate the benefits of proper service and develop loyalty to your service department.
Understanding the differences within this customer group can help keep them all riding.
Enthused & Confident Available routes may not put them in as much jeopardy, and their workplaces may offer better bicycle storage and ways to clean up when they arrive. These riders are proud of the fact that they commute, and are ready to beat the drum for the cause. They adhere to their bikes’ maintenance schedules and it’s easy to make the case to them for upgrades. These commuters treat their bikes well and are often the first ones to sign up for maintenance classes if your shop offers them. Great customer service just adds to their enthusiasm, and keeps them coming back to “their shop” full of “supportive friends.”
The third and largest group in the study are the “Interested but Concerned.” These are city residents curious about bicycling. They are hearing messages from a wide variety of sources about how easy it is to get around by bicycle, about how bicycling is booming, about “bicycle culture” and “bicycle-friendly” cities, and about the need for people to lead more active lives. One could argue that this group has less to do with well-known cycling cities, and more to do with the state of bicycle commuter culture in America as a whole. The study notes: “Interested but Concerned citizens like riding a bicycle, remembering back to their youths, but they are afraid to ride. They don’t like the cars speeding down their streets. They get nervous thinking about what would happen to them on a bicycle when a driver runs a red light, or guns their cars around them, or passes too closely and too fast.” While these people may never think of themselves as “cyclists,” the study found that “they would ride if they felt safer on the roadways—if cars were slower and less frequent, and if there were more quiet streets with few cars and paths without any cars at all.” Your shop staff can certainly be involved
in trying to create a better infrastructure in your city via city councils and the democratic process, but what’s even more likely to usher in a sea change is a higher number of cyclists on the streets demanding safety and infrastructure improvements. In this chicken-or-the-egg scenario, just getting the prospective commuter started is where a shop can be most effective. For a new rider without much context to make comparisons about the benefits of one frame material over another or extra gadgets, what’s really needed is something to pedal so they can experience what getting around is like. In addition to setting a new rider up with a bike, a helmet, and some lights, provide information that gets the mental wheels turning, like how to ride safely in traffic, or details about local routes and features specific to where you live. Offer classes that present opportunities for new riders to learn these things together, reducing some of the anxiety of venturing out on their own. Eliminate as many barriers to entry as possible for these riders. Once they get comfortable with the idea, help them become Enthused and Confident, or maybe even Strong and Fearless!
The last group in the study falls into the “No Way No How” category. This is a group that is currently not interested in bicycling at all, for reasons of topography, inability, or simply a complete and utter lack of interest. Commuting just isn’t this group’s
thing, and that’s OK. We can always hope that seeing large numbers of confident and smiling cyclists on the road will pique this group’s curiosity, maybe even sparking some reconsideration about commuting in the future.
Tending To The Numbers
Interested But Concerned
These are commuters who live in cities that have made significant advances in bikeway networks and supporting infrastructure. The study states that these experiences have led these cyclists to “feel comfortable sharing the roadway with automotive traffic, but they prefer to do so operating on their own facilities. They are attracted to riding streets that have been redesigned for bicycling. They appreciate bicycle lanes and bicycle boulevards.” “Enthused and Confident” riders who are lucky enough to live in more cycle-centric cities like Portland or Minneapolis have had success commuting, and will often try to grab their bike first for daily trips.
In a country that has so long been dominated by automobile culture, the numbers in the Portland Bureau of Transportation study are probably not too surprising. But keeping the Strong and Fearless rolling, the Enthused and Confident excited, and the Interested but Concerned comfortable will help these small population numbers not just hold steady but even grow. The number of cyclists taking to the roads and streets does indeed seem to get bigger every year.
Thanks to Diane and the rest of the staff at the Portland Bureau of Transportation for the use of their study. Portland Bureau of Transportation, Four Types of Transportation Cyclists www.portlandoregon. gov/transportation/ article/158497
No Way No How MAY 2015 / Service & Repair, Commuter / 27
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1 Lazer O2 Helmet HE3160 / TK132M With 24 vents, superior resistance to impacts, and the patented Rollsys fit system, this helmet will allow you to ride with extra peace of mind. 2 Lezyne KTV 20 USB Set LT1424 / TM42S Lezyne’s new value-driven and highlumen commuter lights. USB rechargeable headlight and taillight set. 3 Lazer Rollsys Light Assembly HE4120 / JE10A A rear-facing LED light that is inserted into the Rollsys adjustment screw for added visibility during low-light conditions. 4 Crank Brothers y12 Tool TL8130 / PL34J Shop quality tool with on-the-go ease and functionality. Contains everything from screwdrivers to Torx, hex and a patch kit.
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5 RockShox Paragon Suspension Fork FK7700 / JP310X Features include a unique light mount, fender and rim/disc-specific mounts, and integrated dynamo wiring down the fork leg. 6 Selle Anatomica T Series TruLeather Saddle SA0051 / OD224S These saddles require no break-in period, move with the rider for added comfort, and are made in the USA. 7 Pinhead 4-Pack Lockset LK2082 / DF96R A uniquely keyed lockset for wheel skewers, seatpost clamp, and headset compression bolt. 8 Cateye Light Set LT4166 / TW30V See and be seen with the combo pack that includes a front headlight and rear safety light. 9 Lezyne Caddy Sack Combo Kit Pouch PU0502 / LW32E New for 2015! Lezyne’s clever and tidy solution for all your commuting flat repair needs. CO2 inflator and two 16g cartridges included.
10 Lezyne Zecto Drive 20 Taillight LT1431 / LG36L Attention-grabbing taillight ensures you’ll be seen, and seen in Lezyne’s chic style. 11 Panaracer RiBMo Tire TR2204 / ZZ46N Durable tread without the harsh ride of most other hard-tread compounds. Bolstered by a ProTex bead-to-bead puncture shield. 12 Panaracer T-Serv PT Tire TR2287 / QX46Y Zero Slip Grip tread has a high natural rubber content for great traction and durability. High-end casing improves traction and comfort, while the ProTex shield reduces punctures. 13 CST Ciudad Tire TR3752 / TF34O Grooved, fast-rolling tread pattern combined with Kevlar puncture protection. Ideal for urban commuting. 14 Schwalbe Marathon Mondial Tire TR4924 / AU44G A tire that’s equally at home on the road and on the trail. Puncture protection and a durable compound make it a tough and economical choice.
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TAKE YOUR BIKE WITH YOU Auto racks are a great way to ease in to bike commuting—drive halfway, and ride the rest 1 RockyMounts BrassKnuckles Roof Rack Bike Tray AR8122 / NG268H An upright bike carrier that is compatible will all crossbars. Lowest profile of any upright style carrier when collapsed for minimal wind noise.
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15 Continental Gatorskin Tire TR9356 / GC58E Go-to commuter tire with highly punctureresistant Duraskin casing and Black Chili carbon rubber compound. The tire for commuters who hate flats. 16 Schwalbe Marathon Supreme Tire TR4876 / UR82H Fast-rolling and durable rubber compound, reflective sidewalls, and excellent puncture resistance make this tire a great choice for dedicated commuters.
2 Yakima HoldUp 2-Bike Hitch Rack AR7286 / SV632W Yakima’s fastest and easiest way to load bikes; offers a cable lock and trunk/ tailgate access even when fully loaded.
19 Lezyne Control Drive CO2 Inflator PU0501 / NX28P Lezyne’s “volume control” CO2 Schrader and Presta inflator. Simply turn the valve for desired inflation amount. 16g cartridge included.
5 Thule 916XTR 2-Bike Hitch Rack AR2762 / PJ600D Easily accommodates two bikes regardless of frame design, suspension, or wheel size.
3 Küat NV 2-Bike Hitch Rack AR1700 / VS730V Fully loaded hitch rack offering wheel ratchets, hitch lock, integrated cable lock and a repair stand for pre- or postride tuning.
Log in to qbp.com to see the Car Rack Promo May 1–15.
17 Freedom ThickSlick Sport Tire TR1015 / AY36F With double the tread rubber, the ThickSlick is designed to handle the harshest urban elements. 18 CST Crucible SC Tire TR3702 / MQ30H New for 2015! Economical commuter tire with Kevlar puncture protection.
4 Saris Super Clamp Freedom 2-Bike Hitch Rack AR4025 / MP516E Industry-first front and rear wheel hooks completely eliminate frame contact while providing a secure hold. Comes with integrated bike and rack locks.
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Last stop
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Holbergsgade cyclists Copenhagen, Denmark Photo by Tony Webster
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6400 West 105th Street Bloomington MN 55438
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Inside:
Tune Up & Get Rolling