Category Archives: Shop news

News about Chain Reaction Bicycles

The beginning of a business rant (why I’m heading to DC right now)

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Cruising at 35,000 feet above Arizona? New Mexico? Nearing Texas? Don’t know. I’m supposed to know; this is a flight advertised by United as having wi-fi Internet available, but it appears that the “beta” label they’ve kept on it for the year since introduction is still appropriate. On the way back from the lav I noticed quite a few people attempting to seek refuge from boredom by trying to get on-line. Wouldn’t it be nice of the crew to make an announcement not to bother? Apparently that’s not in the United handbook. So I find myself looking out the window at strange geologic formations and wishing I knew what they were, as well as the now-familiar-everywhere glass fields of solar panels, curiously adjacent to similarly-shaped fields of whatever is grown in an arid environment. Would love to access Google Maps and see exactly what’s down there!

And it is, indeed, arid. Someone traveling through the US for the first time, looking out the windows on this flight, might think we’re one vast desert, nothing green that’s not irrigated, roads at every angle cutting across dirt. In some ways, it resembles a sky map showing contellations, the roads between each little square “something” being the lines between starts, depicting a lion or a sauce pan. I have no idea at all what those squares are; there are thousands of them though. In the 60s & early 70s one might have thought an ICBM complex looked like this.

So why am I flying today?

Because it would take too much time to ride to DC (plus I’d be bored to tears riding through so much desert!). What’s in DC? Bike & business issues. This is as much an advocacy mission for small business as it is for cycling, although the two are, in my opinion, very related. In the past, we’ve pushed for federal spending to create cycling infrastructure and to make the needs of cyclists a part of normal road design, not an afterthought. We’ve done very well, in some ways perhaps too well. We focused on getting our piece of the pie, making sure the tax dollars collected were put to good use. What we missed is the extent to which the local bike shop is, itself, a very important part of that infrastructure. Your local bike shop makes cycling an easy thing to do, by having a local business that’s familiar with the cycling opportunities of the area, which helps to make sure you get the right bike. And of course keep that bike running, taking care of such simple things as flat tires and as complex as modifications for comfort and terrain.

But if your local bike shop goes out of business, perhaps cycling becomes the new golf, an activity with little support at its base but an active high-end elite that can either afford concierge-type service or makes a lifestyle out of learning enough about the bike that they can do everything themselves. You can say people should learn how to do simple things themselves, but how many of us even bother to change the oil in our car anymore? It’s pretty darned simple, but most of us don’t want to deal with that end of things. If we can’t plug in something new and throw something old out, it’s too complicated.

OK, so why might your local bike shop go out of business? For one thing, we’re not an “efficient” use of space. If you’ve been into one of our two stores, you’ll see over 200 bikes on display. In each. With many more in back. And we still don’t have everything people want. Rent is charged by the square foot, and it takes a lot of square footage for all those bikes. And rents in the SF Bay Area are going through the roof, as we compete with the Googles, Facebooks and Apples of the world, with endlessly-deep pockets.

But I can’t spend a lot of thought on things I can’t do anything about. What I can do is work at being as competitive as possible, with much of that coming from sharpening pencils internally, becoming leaner & meaner. Ironically, at the same time customer service needs to be better and better. That’s the internal part. Externally, there remains a huge loophole for sales tax on items purchased on-line from out-of-state vendors. A 9% disadvantage that, on higher-end product, can be pretty significant. We lose frequent sales to people coming in and asking us for advice on what they should get (type of tire, saddle, wheelset just being a few examples) and, while talking with them, they’ll look it up on their iPhone and find somebody on-line who can ship it to them without sales tax. For a while I used to think this sort of thing was an abheration, something done only by terribly-rude people, but Amazon and Ebay have worked their tails off trying to convince people that price is everything, click here and you’ll save the sales tax and have it in two days.

Aside from the fact that I have to charge customers who live in my area the tax and the on-line vendors don’t, there’s another issue- that those sales taxes go to support local services. Fire, police, schools, roads, transit systems, water treatment plants… all the things that make your community livable. Essentially it’s a price paid for enjoying the benefits of living where you do.

So part of what we’re doing in DC (“we” being a number of leaders from the bicycle business, along with some “vocal” local shop owners) is to work with congress to plug the sales tax loopholes. Resistance to doing so comes from many who believe it’s a “new” tax when, in virtually every state, the tax has always been owed, just not collected. And yes, I’m sure I’m not taking a very popular stance with many of my customers!

Beyond that, we’ll be working towards the usual… better infrastructure, but with an eye towards more-efficient infrastructure, making use of what’s already in place. Or keeping it in place, I should say. The local bike shops. If we go away, it might be compared to what happened in Los Angeles, when they tore up the massive light rail transit system back in the late 40s-early 50s. We’re paying an astronical cost putting transit back into Los Angeles today, paying for the mistake many times over. Can you imagine if tax-paying bike shops disappeared, in favor of government-subsidized co-ops?

More to come- (they’re getting ready to close the doors on my flight from Houston to DC)
Mike Jacoubowsky, Partner
Chain Reaction Bicycles

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Is it always awesome, every day, owning a bike shop?

MikeF, RC Service Manager, going an awesome job photo-bombing my attempt to capture a day in the life of a bike shop.
MikeF, RC Service Manager, doing an awesome job photo-bombing my attempt to capture a day in the life of a bike shop.

A few weeks ago, a former employee from the way-back days had a curious Facebook post. It was celebrating his first day not owning a bike shop in quite some time. Everyone was congratulating him, and subsequent posts were from friends and close relatives telling him how he never looked better, he was relaxed, he was smiling, the best years of his life were ahead of him.

And I’m thinking, how do I respond to something like that? So I didn’t, not for a while. But I couldn’t stop considering what this post was saying about people like me, 35 years owning this business with my brother Steve, 41+ years in business total. Those Facebook posts made owning a bike shop sound like imprisonment with cruel & unusual punishment! Obviously, I couldn’t stay silent. Not my style. And just as obviously, there would be a relevant quote from Star Trek, one that reflected my attitude towards work and life in general, an extension of Socrates’ quote “The unexamined life is not worth living.”-

“You know that pain and guilt can’t be taken away with a wave of a magic wand. They’re the things we carry with us, the things that make us who we are. If we lose them, we lose ourselves. I don’t want my pain taken away! I need my pain!” Captain Kirk (of course!)

For my friend, there was a massive lifting of something not-so-fun from his shoulders, something that was apparently keeping him from things that he wanted to do (or at least things that others wanted to do with him). And if I focused only on the problems that come with owning a business, I might feel the same way. But it’s the “pain” of retail that drives me.

It’s not the problems that matter. It’s the solutions you come up with. That’s what we’re here for. The struggle with various issues allows us to get creative, to work harder, maybe physically, maybe mentally, and do something for somebody that they couldn’t do themselves. Our ability to do it better than someone else is what defines our success in business.

And to me, that’s not something to dread, it’s something to be happy about, to celebrate. It’s not about going into work dreading all the BSOs that come in the door (BSO=Bike Shaped Object, a derisive industry term for bikes that were either built to be cheap, not to survive, or have been ridden into the ground).  Rather, it’s helping people out who already thought we’re the place to come for solutions (why else would they be here?), and figure out how to work some magic. That shouldn’t wear you down, it should build you up.

But it’s not just what we do for our bikes and our customers, but skills we teach our employees as well, because the processes and patience they learn should help them wherever they go, whatever they do. I hope that someday down the road they might think not just about the good times at an early job, but also what they learned; things that have less to do specifically with bikes than they do with helping people.

I’ll admit there are those days that do wear you down, and if too many of them get strung together, you can start thinking that’s how it’s going to go on and on. Forever. You’ve got to shake yourself out of that funk and start over, looking forward to that next bike or customer, no matter what, and decide it’s going to be an awesome experience for all. And if that next bike is either a BSO or worse (possibly a Frankenbike, a collection of parts that don’t work together), at least you’ll have a good laugh about it afterward.

I’m 58, 59 in a couple of weeks. As long as I still see the magic in riding a bike, I’m still going to see the magic in putting and keeping others on a bike. And if I have to leave this business at anything but the top of my game, if I’m leaving because I feel like I’m worn out and have nothing left to give, it won’t feel like a celebration to me.

Mike Jacoubowsky, Chain Reaction Bicycles since Feb 1st, 1980.

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