QBP Call Up - May 2014 - Service & Repair + Commuter

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 2014

Go beyond simply having great products in stock. Help customers appreciate what they’ve purchased from you even more by showing them how to get the most out of their bikes.

IN THIS ISSUE

Tech, Trends & Know-How 6 600 Hours 12 QBP Employees: Frequent Flyers 20 From Tubes To Lubes 30 Last Stop

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Service & Repair, Commuter Products 4 Axiom: The Final Piece Of The Puzzle 8 Commuter Retrofit: Old Iron Renewal 10 Dahon: Leave The Lock At Home 17 MSW: Make A Good Bike Better 18 Finish Line: Mix & Match 24 Microshift: New Kid On The Block

lead out / about this issue Challenges & Opportunities

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i, I’m Chuck Sween. I handle new accounts and account maintenance for QBP, and I’m a long-time bike commuter. At QBP, commuting is a way of life. My first full year here, I commuted 3,000 miles but barely made the top 25! Lots of people here commute to and from work on all kinds of bikes. We know commuting, we know what products are best suited to this kind of riding, and we like to share that knowledge.

I started while wrenching for a shop in Oregon. I didn’t buy any new gear or pay any registration fees; I just started riding to work. I didn’t track mileage the first year, but it was 14 miles round trip a few days a week. Without “training,” I was in the best shape of my life. Two obvious but unexpected things happened. First, I saved a boatload of money on gas. Second, I wore out and replaced lots of parts. I quickly learned a ton about parts and how they perform. When customers asked about tires or lights, I could look them in the eye and say, “I use this and I believe in it.”

Nationwide, federal funding has declined but bicycle infrastructure is on the rise. On average in 2012, Americans grabbed bikes for only 0.64 percent of commutes, a tiny fraction compared to folks in other countries, but ridership is on a clear upward trajectory. That 0.64 percent is a 10 percent increase from 2011 and an amazing 61.6 percent increase since 2000 (League of American Bicyclists). Clearly this is an opportunity for bike shops.

However, commuters present unique challenges for shops. Commuting can be especially hard on gear, which is often ridden year-round. Commuters go through a ton of tires, tubes, brake pads, chains, and cassettes. These aren’t high-dollar items but they are high-margin items, and you probably already have them in stock. Some commuters will pay you to repair their bikes every time they need work, but this can be tricky. When a commuter drops a bike off for repair and says he needs it back at 5:00 he means it. If you can’t turn it around that quickly, it’s nothing personal, but that commuter may need to go elsewhere. This is still an opportunity for you. You can adjust how you prioritize repairs, and you can draw new customers to your shop with maintenance classes. Commuters’ needs can be challenging, but if handled properly they are opportunities to develop new customers and boost service dollars.

Finding ways to encourage people to get around by bike can transform the landscape, both literally and figuratively. More riders mean more business, but it’s up to all of us in the bike business to make that possibility palatable to people. There are a lot of ways to do this—you just have to see the potential, identify the issues potential customers face, and find ways to help solve them. And of course, as I learned, the first step is to lead by example. Ride your bike to work, and encourage your colleagues, employees, and customers to do the same.

Commuters’ needs can be challenging, but if handled properly they are opportunities to develop new customers and boost service dollars.

on this page: Photo location courtesy of Angry Catfish Bicycle Shop + Coffee Bar

Cover: Courtesy of Axiom Photo by Margus Riga

CALL UP / Volume 1, Number 4 / May 2014 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. 2014

MAY 2014 / Service & Repair, Commuter Issue / 3

The Final Piece Of The Puzzle 1 Flip-Flop LX Seatpost Rack

6 Journey Uni-Fit MK3 Rack

RK6637 / SD56O

RK6640 / NR78C

Mounts quickly and securely to a bicycle’s seatpost. The patented design allows the support mast to be mounted at a variable height, so it is compatible with just about any bike on the market.

Designed to be compatible with nearly every bike wheel size and geometry type on the market. The MK3 is engineered to be lightweight, yet will handle the heaviest loads and is built to last.

2 Kingston Commuter 18 Single Pannier

7 Robson LX14 Trunk Bag

BG6784 / XC70L

BG6785 / KJ58P

Designed for everyday riding. Made with premium quality, super-durable 600 denier polyester, this single pannier is built to withstand the punishment a daily commute can dish out.

Axiom trunk bags have just enough space for your daily needs­—and they are thermal-lined so they will keep your lunch cool during your commute.

3 30 Liter Pannier Rain Cover BG6850 / GY16M

The 100% waterproof, PVC-coated Axiom pannier rain cover is high-vis, seam-sealed and features a band of 3M reflective tape for enhanced nighttime visibility.

4 Monsoon DLX 35 Waterproof Pannier Set BG6783 / PO152Q

Lightweight, simple to use and watertight. Made of 600 denier polyester and featuring ultrasonically welded seams for enhanced strength, durability and waterproofness, the Monsoon is perfect for commuting in wet weather conditions.

5 Trekk Seat Collar with Rack Eyelets ST6605 / UU12D

A great little adapter to have on hand. When mounted, the aluminum Trekk seat collar adds eyelets to any bike’s seat tube.

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You’ve got the bike, the route, and the desire to commute by bike.

Now you just have to figure out how to carry everything you need for the day with you. A sturdy rack and a set of panniers from Axiom should do the trick and make your commute much more comfortable. Throw in a waterproof pannier rain cover and you’ll be prepared for anything Mother Nature throws at you on your way to the office.

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digging deep / exploring the industry

600 Hours

American drivers spend 600 hours per year in their cars, which can equate to roughly five years—or seven percent—of their lives. Still, the belief that there’s no alternative for getting to work or running errands provides pretty good resistance to the notion of commuting by bike.

We spoke to shops around the country that are proving that push-back is worth it.

At QBP, our commuters are both committed and lucky. We have plenty of bike lanes and paths that smooth the way in.

Once here there are showers, lockers and indoor bike parking (not to mention a café that serves breakfast). It’s easy for us to forget what it’s like for everyone else when we encourage biking as a primary transportation choice. We spoke with shop owners and sales folks around the country to see how they help cyclists in their communities overcome common hurdles.

State Of The Union

When it comes to commuting and safe cycling, not all cities are created equal. Cities from coast to coast have worked to facilitate ridership at different rates, or struggled to overcome urban design challenges.

“City founders decided to make all of the streets wide enough to turn a horse-drawn wagon around in the street,” says Brent Hulme of SLC Bike Company in Salt Lake City.

“The result is streets that are wide, with plenty of space for bikes and all of the other forms of transportation.”

things are getting better, and bicycle commuting is growing.

In New York City, Matt Bigler from Bicycle Habitat notes, “NYC added protected lanes and a bike share program that has encouraged people to increase the usage of bicycles in their daily lives.”

Just to the north however, Cat Bartash of Ace Wheelworks in Boston shares a different scenario. “The state of cycling in the greater Boston area is honestly a mess,” she says. “The streets are just large enough for a car with parking spots on both sides, and the bike lanes that we do have are often right up against the parked cars, making dooring a big problem.”

And to the west, Paul Moore of Arriving By Bike in Eugene, Ore., explains, “People here recognize that we have it good 6 / CALL UP / PRODUCT / TECH / TRENDS / KNOW-HOW

compared to the American norm, but when they start riding for transportation, it becomes clear that Eugene still has an opportunity for significant improvements.”

One thing everyone seems to point out, however, is that things are getting better, and bicycle commuting is growing.

Joe Nocella of 718 Cyclery in Brooklyn says, “I actually think it’s this expansion that allows us and the roughly 200 other shops in NYC to exist.”

In Utah, cities are seeing government participation as well. Hulme points out that the Salt Lake City mayor is a bicycle commuter who declared 2013 as the “Year of the Bike.”

“The local mass-transit organization, UTA, has facilitated the use of bicycles with all of their trains and buses, and much of this change has been in the last five years,” Hulme says.

Moore of Eugene says that many in the city public works department and in the community have made big contributions. And in Boston, Bartash points not only to newly elected officials, but external forces as well. “There are political leaders who are cyclists, but the increase of commuters that came about from the gas crisis a few years ago has helped things get better,” she says.

Pedal Assist

Along with these increasingly positive outside factors, shops have adapted to capitalize on what’s attractive to commuters in order to benefit their shops overall. For example, Brooklyn’s Nocella strategically located 718 Cyclery. “When we moved into our new space two and a half years ago, I made sure it was on the confluence of a few bike routes, both for commuters and for weekend park-goers,” he says.

Others like SLC Bike Company and Ace Wheelworks have embraced those riders who were already there, but are providing them with more support. “Our strategy has always been to focus on anyone that wants to ride a bike, but because of our urban location we happen to see plenty of commuters,” says Hulme.

Bigler let his New York neighborhood and cycling environment guide some stocking decisions for Bicycle Habitat. “We

have put significantly more emphasis on hybrid and commuting bikes, as well as road bikes, because the improved infrastructure has made more people feel safe to head out on long rides around New York City.”

For these shops, taking the initiative to foster a commuting culture on a community level has also become part of the business plan. SLC Bike Company, Ace Wheelworks and Arriving By Bike all participate heavily in advocacy groups and local events, and Bicycle Habitat even contributes a portion of its sales to a New York City organization called Transportation Alternatives. 718 Cyclery offers free maintenance classes every week year round to empower riders, and Bicycle Space in Washington D.C. leads unique urban rides.

“We organize numerous casual and fun rides each week so that all levels of riders feel comfortable out on the road,” says Jordan Mittelman of Bicycle Space. “By doing this, we aim to normalize the presence of cyclists in the city and encourage others to take interest. We facilitate exploration and discovery of special aspects of the city and generate support for important causes. We have led tours of school gardens, murals and other valuable public amenities to motivate and inspire people to get involved in making their city a better place to live.”

Inspiring Commitment

In the end though, decisively hooking one individual after another and supporting each customer in the decision to commute can be more effective for building a community of riders than casting a wide net to see if you spark interest in a handful of people. Sometimes it just takes reminding people of the benefits of bike commuting. “I tell them the subway pass costs (roughly) $100 a month,” says Nocella at 718 Cyclery. “The savings from not using that will pay for a great bike in short order. I also espouse the fitness aspects and the freedom of commuting on their own terms.”

Mittleman and his coworkers do the same at Washington, D.C.’s Bicycle Space. “We encourage customers to commute by bike because it is often a more convenient way to get to work than other modes of travel. Moreover, we aim to convince people to use their bikes for transportation in general.

When you sell biking as a lifestyle, riding to work becomes a natural extension of that.”

And like so many shop people, Moore and his coworkers in Eugene do what might be the easiest thing of all: They lead by example. “We don’t so much encourage our customers as provide the gear, guidance and enthusiasm that helps them make the leap. Our store is all about bicycle transportation.

We all get around town on our bikes. It just seems like a natural and obvious thing to do.”

Just Add Determination Here are six perceived barriers often cited for not commuting by bike, with tips on overcoming them by Gary Sjoquist, QBP Advocacy Director.

The weather is too rotten

I don’t have a place to shower at work

There’s no place to park my bike at work

Dedicated cyclists know that “rotten weather” can be conquered with the right clothing.

Dressing in layers and using fabrics that block wind, repel rain, and wick away moisture can really keep you quite comfortable. There is appropriate apparel for riding, no matter what the season.

Alternatives to showers at work are quick clean-ups in the restroom or finding showers at a nearby health club (some offer a “shower only” discounted membership). Also, give yourself extra time to get to work so you don’t need to push the pace and get all sweaty.

See if space is available in a basement, utility room, etc. An easy case to make to your employer is that a minor investment in bike parking helps encourage cycling to work, promotes a healthy lifestyle, and keeps employee insurance costs down.

I need to wear a suit at the office

It’s too far to commute to work by bicycle, and I don’t have the time

I don’t know a good route and there’s nobody to ride with

Some bicycle commuters will bring their nice clothes to work on Mondays or the weekends so they can get on the bike each workday and worry about dressing once there. This requires planning ahead, but works well for many who choose to ride in.

Even 15 mile one-way rides can take less time than they would by car. You’re less restricted by backed-up traffic or waiting to merge into slow traffic. An alternative is to drive to a convenient place to leave your vehicle, and ride in the rest of the way.

Ask coworkers if they’d start a commuting program where you could meet and ride in together. As for a route, local bike shops willl generally stock a good bike map or have the local knowledge needed to pick safe streets and paths to use.

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Old Iron Renewal Winter is finally over, and it’s time to get that bike off its hook.

Upon inspection, you realize that it’s time to show your trusty whip some love and invest in a few simple upgrades. A clip-on rack and a cockpit upgrade will make your old ride feel new. Round it out with a reliable lock and lights and you’ll be all set for getting to work, running to the store, or discovering your new favorite hangout for the summer.

Velo Plush HD Saddle SA4231 / IK52H

Help make your customer comfortable with a new saddle.

Kryptonite KryptoKock ATB LK4049 / RF50E

A good lock is a must for everyone!

Delta Mega Rack RK7508 / DS30Z

Add a rack for added versitility.

Jagwire DIY Sport Shift Cable Set CA2318 / GF24X

Modernize with fully lubricated housing with stainless cables.

Vee Rubber Steel Bead Smooth Tread Tire TR0051 / PO16D

Your commute times get shorter with a lower rolling resistance tire.

Quality Wheels Value Series 1 Rear Wheel, Freehub WE8689 / AB62X

Upgrade old wheels with low-cost/ high-quality Value Series 1 wheels.

Dimension Compe Pedals PD1086 / KN22W

Swap in a new quality pedal at a low price.

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Dimension Riser Bar HB2008 / EE16O

Add comfort and a clearer view with a more upright position.

NiteRider Mako 5.0 & TL5.0 Combo LT9164 / YX34S

Ride safely (and legally) with a front and rear light set.

Velo Handlz-D2W Ergo Mountain Grips HT4021 / BG8L

Add quality comfort to keep your hands happy.

Jagwire Universal Sport Brake Cable Kit CA4620 / KV28Y

Add a layer of safety with reflective housing.

Quality Wheels Value Series 1 Front Wheel WE8686 / KN44L

Upgrade old wheels with low-cost/ high-quality Value Series 1 wheels.

MAY 2014 / Service & Repair, Commuter Issue / 9

Leave The Lock At Home Dahon has been making compact and portable folding bikes for over 30 years, offering commuters the convenience to be able to take their bike with them. Great for city dwellers, office commuters, and those that like to break up their commute with a train ride.

Vitesse D8 Folding Bike BK0503 / EE770X

Vigor P9 Folding Bike BK0504 / ID1090F

20-inch wheel. Internal 8-speed drivetrain. Alumimum frame makes bike feel fast and light. Internal 8-speed derailleur gives a wide range and ease of shifting.

This lightweight alumimum folding bike is designed for road and light travel. 20-inch wheeled with a 9-speed, 11-32 drivetrain.

Stow-Away Bike Travel Bag BG0500 / PO70M

Coverts from seatbag to bike-carrying bag to protect your Dahon bike. [Not shown]

POP 16" Folding Bike BK0500 / LK330I

Complete folding bike weighing just over 24 lbs.

Simple singlespeed drivetrain is simple and easy to maintain.

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The good stuff / stock your shop for commuters

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you can Take it with you 1 Banjo Brothers Waterproof Pannier BG8180 / MJ50Q • You can’t use rain as an excuse not to ride anymore • 1,000 cu in 2 Timbuk2 Toolshed Seat Bag BG5476 / LQ32R • Weatherproof tarpaulin materials keep your goodies dry, and hook-and-loop straps keep them securely fastened to your seat • Three internal pockets of varying sizes fit levers, CO2 cartridges, patch kits, most smartphones, and maybe a snack 3 Brooks Challenge Tool Bag BG1200 / UM128D • Classy leather saddle bag attaches to tabs on Brooks saddles • Strap that secures the bag encircles the contents to prevent rattling in transit

4 Seattle Sports Reign Backpack OK6207 / FN128J • Three-roll top closure and RF-welded seams ensure dry items on the inside • Outer compartment has splashproof zipper for quick access to keys, phone and wallet • 34.6L 5 Seattle Sports Central Backpack OK6206 / DI152L • RF-welded seams and three-roll top closure create a waterproof main compartment • Designed for abuse • 25L 6 Timbuk2 Especial Vuelo Pack BG5468 / TB170X • Lightweight, with incognito refelctive panels • Converts from a flap to a roll top for extra protection in the elements • 25L

7 Timbuk2 Especial Messenger BG5436 / BZ202P • Ripstop Cordura fabric for abrasion resistance and a flexible cooling back panel for ventilation • Magnetic buckles keep the flap closed; micropositionable shoulder strap can work for righties or lefties for über comfort • Small = 15L 8 Thule Pack ‘n Pedal Commuter Pannier BG2141 / ZR146G • An ideal choice for bike commuters, this waterproof pannier features innovative hardware, integrated light pockets and a laptop sleeve • Vanishing hardware system flips away when carried off the bike to provide maximum carrying comfort • 1,159 cu in

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our team / QBP employees

Frequent 2010 Trucker Deluxe Ben Oliver

2006 Independent Fabrications Ti Crown Jewel

1998 1X1 Rat Ride Kate Echols Moore

Larry Kaatz

Trucker Deluxe I started riding mountain bikes in the late ‘80s and back then there was a plethora of sweet and expensive ano rasta stuff. I just can’t get away from that color combo. I once rode this bike to the Minneapolis airport, packed it into an S&S backpack case outside the terminal, flew to Denver, built the bike, got to Boulder for a friend’s wedding, rode around the whole time, then made it back home without ever stepping foot inside of a car. (I did use public transit to get to Boulder from DIA though.)

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1X1 Rat Ride

Independent Fabrications Ti Crown Jewel

This beast is a lean mean steel machine that scoffs at the concept of gears. The coolest parents ever got me this bike when I was 12. I used to ride this bad boy on the mountain trails at Lutsen with my dad, and it was my first grown-up bike. I never really grew up after that, so I think my 1x1 has always been destined for mischief.

I bought this bike because I wanted to use a SRAM road group and didn’t want to put it on my 20-year old custom steel bike. This bike is five pounds lighter than the old CrMo bike and fits me just as well. For the first several rides, when I pulled it off the hook in my basement I marveled at that weight difference.

This bike helped motivate me to start racing again and has added enjoyment to my commuting.

Flyers

Hardworking. Loyal. Capable.

They always start in the worst weather, and get you back home after a long day or night out. Although their owners speak of them as “This Old Thing” or “The Beater,” we all know that our commuters are more often than not the bikes we can’t live without. Here are a few of the commuter bikes we here at Q see most every day.

198?

Nishiki Cresta “Blasphemer” Michael Groskreutz

2013 surly Pugsley

1979 Wm Bolster Corlyn Custom Mike McGary

Andy Skiles

Nishiki Cresta “Blasphemer” I took what was originally designed as a “credit card tourer,” wrestled it around a bit, and made it my own sort of beast. I love tinkering with this bike to make it low maintenance, reliable and above all, rattle-free. This unsuspecting build is a sleeper, making other mechanics shake their heads or fist pump once they take a closer look.

Surly Pugsley

Wm Bolster Corlyn Custom

I was never comfortable with my abilities as a skinny tire snow commuter so the Pugsley appealed to me from both a practical and budget-minded view. Putting drops on a Pugsley wasn’t completely functional, but I’ve been very happy with the results. Slight shifting issues due to chain re-tensioning aside, this has proven to be a solid, comfortable, safe, and very slow, winter commuting bike. In 2013 I ended up #1 commuter by credits, and #2 commuter by miles.

I’ve always loved this bike. I bought it from a bike shop owner in Arizona in the mid ‘90s, where it had been sitting unridden for ages in a back room. It has the date of completion etched in the bb shell (April 19th, 1979). The frame is a little too beefy to be a proper lightweight roadie, with long chainstays and swept out fork rake, but it’s a great commuter. The Phil Woods still spin like buttah’. I put the fenders and rack on it when I first moved to Minneapolis and it’s perfect for around here.

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The good stuff

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1 Planet Bike Hardcore Fender Set FE7061 / FE40R • A commuter’s favorite. All the benefits of a full-coverage fender, available once again in yellow • Fits tires up to 27 x 1-1/4" or 700c x 35mm 2 SKS Commuter II Fender Set FE1066 / HD30R • Value priced with stainless double stays

Saisha Harris commuting in to Q-Central through Hyland Park.

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3 SKS Longboard Fender Set FE1110 / IB50A • Stainless steel hardware for durability, and mudflaps front and rear for extra protection when things get wet

Freedom To Roam

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1 ThickSlick Elite Urban Tire TR1020 / UO46V • Urban/commuter tire with double-thick tread rubber and Urban Armor Casing to prevent punctures

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2 ThickSlick Deluxe Tire TR1014 / RW36P • Urban/commuter tire with double-thick tread rubber and Dura-Strip Kevlar belt to prevent punctures

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3 Cruz Commute Tire TR1038 / UZ36L • Urban Barrier provides protection against cuts and punctures • Fast rolling center tread with waterwicking outside channels 4 Aon Saddle SA1993 / TD36E • Commuter/city saddle with Comfort Channel and SoftZone for pressure relief

4 4 ABUS Ultimate 420 U-Lock LK2118 / PD60E • The ABUS 420 delivers big-time security for demanding situations

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5 5 Kryptonite Krypto Evo Lite Mini U-Lock LK6056 / WN78T • Kryptonite’s lightest weight U-lock at 1.65 lb (747g)

6 6 Kryptonite Krypto Keeper Integrated Chain LK4157 / MG38J • High-security disc-style cylinder is pick and drill resistant • End pin-link design secures the chain with the hardened deadbolt

7 7 Kryptonite Krypto Transit Transport-R Chain Bag BG4100 / OV34F • New chain transportation for Evolution, KryptoLok and Keeper series chains

MAY 2014 / Service & Repair, Commuter Issue / 15

The good stuff

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1 Gear Up Floor-to-Ceiling Oak Bike Rack DS1827 / HC204V • Great for keeping your bike next to the door so you don’t forget it 2 Cycloc Endo Wall-Mount Bike Storage DS0009 / KG72X • Designed for compact areas for space optimization • Folds down to 32mm thick when not in use 3 Planet Bike Superflash USB LT7371 / CR36O • Planet Bike’s debut into USB rechargeable lighting. All the benefits of the proven Superflash, but now with USB recharability • Steady or flashing mode

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4 Planet Bike Superflash Micro USB LT7374 / SD30V • Ultra-compact vertical design in a USB rechargeable offering • Steady or flashing mode 5 Cateye Urban Wireless Cycling Computer CY1219 / AX50A • Current/average speed, trip and total distance, elapsed time, calorie consumption, pace arrow—and no wires to get in the way

6 GearClamp-Single Speed Kit (Shimano/SRAM) FW0010 / KA38X • Converts a multi-speed wheel to single • Compatible with 16t cogs and larger. Use cassette spacers for smaller cogs to account for chain clearance 7 Lezyne Femto Drive Headlight LT1400 / GD16N • Stylish CNC-machined, aluminumconstructed “be seen” lighting • Two CR2032 batteries included 8 Lezyne Femto Drive Taillight LT1402 / TM16I • Ideal for commuters; easily attaches to pack straps, hat, clothing, or bike • Two CR2032 batteries included

Make A Good Bike Better

PC-100 Wide-Range Composite Bottle Cage WC3902 / AJ8V

The PC-100 provides flexibility, literally, for whatever kind of bottle you’d like to bring along. Two composite tines allow for bottles of varying shapes (between 64–74mm in diameter) to be held securely on the ride.

MT-213 Folding Tool

CP-200 Clipless & Platform Pedal

TL3900 / QS28H

PD3601 / MY66G

This 13-function multi-tool has everything you need for basic roadside fixes, including seven different Allen keys (2, 2.5, 3, 4, 5, 6, and 8mm), Phillips and flathead screwdrivers, and common spoke wrench sizes. Anodized handle and hardened steel tools make this a worthy companion for any rider.

For those riders who want options, we offer the CP-200. One side accommodates our two-bolt cleats for efficient clipless riding, and the other side is a simple platform for use with casual shoes. Cartridge bearings make this a smooth pedal at a smooth price point.

A new bike just isn’t quite complete without those finishing touches. Pedals that click perfectly or water

bottle cages that are adaptable to multiple bottle sizes can be just the things to improve your riding experience.

Accessories from MSW allow you to do just that.

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1 Showroom Polish

2 Chain Cleaner Kit

LU2526 / TN50D

LU2533 / BS38T

Designed to protect your frame, Showroom Polish repels water and prevents grime build up.

Citrus Degreaser

Help your customers take the next step in bicycle maintenance with the tool to maximize chain life and performance. Includes Chain Cleaner and 4 oz Multi Degreaser.

Dry Lube

LU2503 / RB64X

Natural and powerful citrus extracts break down and remove built-up grease, oil, and wax.

Wet Lube

LU2507 / FB10W

Perfect for commuters, Wet Lube is Finish Line’s strongest and longest-lasting lube, providing drivetrain protection in harsh conditions.

LU2528 / OJ96S

Perfect for dry, dusty conditions. Also works well on derailleurs, shifters, and cables.

Super Bike Wash

LU2582 / HN14G

3 Starter Kit 1-2-3 TL2576 / LG22X

Starter Kit includes Multi Degreaser, Dry Lube and a Grunge Brush. A simple add-on sale that will give your customers tools to maintain a long-lasting drivetrain.

Use Bike Wash every 2–3 rides to remove contaminants that slowly degrade the look of a bicycle.

4 Bike Care Value Pack LU2505 / NM20F

Help your customers protect their investment with one SKU. The Value Pack includes Multi Degreaser, Dry Lube and Bike Wash, and provides the basics to help ensure long bike life.

No Drip Chain Luber

TL2572 / GP10X

Provide your customers with a tool that will ensure proper chain lubrication.

Mix & Match Keep your bike clean and performing at its best with a combination of bicycle care products from Finish Line. No matter what type of rider you are, you’re going to need to protect your investment. Muddy day on the trail? Check out the Multi Degreaser, Dry Lube, and a Grunge Brush. Rainy commute home from the office? Showroom Polish, Citrus Degreaser, and Wet Lube should keep you rolling.

Looking for the right lube?

Finish Line’s redesigned website has some great features to help you find the lube that’s right for your style of riding. Visit www.finishlineusa. com and click on the Lube Selector.

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Tune up / tech tips and info to boost your know-how

From Tubes To Lubes Creating Great Customer Experiences in Your Service Department

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uccessful bike shops don’t just happen. Most shop people work really hard to make their shops financially viable as well as culturally relevant. Shop owners and managers in particular must wear a lot of hats. Most spend lots of time figuring out how to make their shops more efficient, how to manage their people, how to merchandise better—the list goes on and on.

Clayton McLagan understands this. McLagan spent six years creating and developing service processes and strategizing optimal customer experiences for Best Buy. As a vendor sales manager for QBP, he draws on that experience to help shops develop better, more efficient, more profitable practices. He talks to a lot of shop folks to see how they do things. As QBP’s sales manager for Finish Line, he is particularly in touch with the repair side of shops’ business practices, and he’s a garnered a lot of knowledge about what works and what doesn’t when it comes to making your service center more efficient and profitable. In this article, McLagan shares some of what he’s learned.

It’s no secret that one major factor that sets any business apart is its ability to consistently provide a great experience for its customers. It also clear that bike shops face a unique set of challenges, from thin margins to fickle weather. Not only that, but the bicycle business at the retail level is made up largely of independent local businesses. Bike shops can’t weather bad times as easily as larger companies. It is crucial, then, that bike shops in particular make great customer experience a cornerstone of their business strategy, and this is as important in the service area as it is on the sales floor.

The first step to delivering a great customer experience in your service area is to create a consistent experience for all your customers. Your shop’s ability to take care of your customers in a consistent manner will leave a lasting impression on them. McLagan advises a regular check-in process for repairs. Ideally, he says, shops will have dedicated check-in people who know bikes. Having a single person as the service writer keeps your process consistent and provides a single point of contact for your customers. For many shops this simply isn’t possible, but in these cases McLagan recommends keeping the pool of service writers as small as possible. Regardless, developing a process that works for you but that puts the customer first can drastically reduce 20 / CALL UP / PRODUCT / TECH / TRENDS / KNOW-HOW

customer call-backs and allow mechanics to do what they do best: work on bikes.

Create a process you follow every time someone brings in his or her bike for repair. Don’t just write down what the customer tells you is wrong with the bike; ask questions. Do a quick inspection. If possible, put the bike in a stand and go over it with the customer. Recognize that no matter what kind of bike it is, each customer’s bike is important to that individual. It might be the only way he or she has to get to school or work, or to decompress and relieve stress after a tough day.

Taking the time to go over it demonstrates that you’re proud to work on the bike and that you’re glad that customer came to you. Point out things that also need work, and things that might soon. Don’t push customers to spend more, but do

each customer’s bike is important to them.

Taking the time to go over it with them demonstrates that you’re you’re grateful they came to you. inform them of safety concerns, as well as things that could be done to prevent small annoyances, like rubbing brakes.

This not only shows you care about that customers bike and business, it also helps to avoid an uncomfortable phone call later if your mechanic finds something else that needs to be done. A thoughtful check-in process develops trust in part by giving customers a fair and accurate estimate of the work up front. They know what to expect, and so do you.

Another key to building trust with customers seems simple, but lots of shops don’t do it: “Make sure your shop has a clear point of view on the products you sell and use,” says McLagan, “specifically in the stuff you use in the shop, like lube, cables, tubes, etc.” Sure, your shop probably carries different kinds of lubes to give customers a choice depending on their bike, where they ride, weather conditions, and personal preference. But when it comes time to recommend a brand, pick a product that everyone in your shop can get behind, know why you recommend it, and go with it.

“Consistency is key,” says McLagan. Your whole strategy from the sales floor to the shop should line up. It is not a great customer experience when your sales people sell and recommend one thing and your mechanics are servicing bikes

What’s The Prognosis, Doctor?

A consistent check-in process for repairs plays a pivotal role in efficient turnaround times, maintaining accurate estimates, and building lasting relationships with your customers. This process was developed with the feedback of a lot of former mechanics here at QBP.

1. Front Wheel, Brakes, and Fork • • • •

with another. A clear point of view will send a unified message to your customers that will help build a repeatable, sustainable customer experience. It will clean up your assortment, make it easier to order, and ensure your customers aren’t getting mixed messages.

In short, from tubes to lubes, sell what you use and use what you sell.

Finally, says McLagan, make sure you’re showing

your customers the same attention when they pick up their bikes as you did when they dropped them off. Put

each bike in the stand if possible, and walk customers though everything you’ve done. Use the opportunity to teach them how they can protect their investment. Yes, this takes a little extra time, but your customers want to see what they’re paying for, and this gives you an opportunity to talk to them about all the products they need to enjoy their bikes even more. Talk about service intervals, bicycle care, saddle bags, extra tubes, locks, and anything else that will improve their riding experience. It’s not about upselling as much as education. Attune yourself to their level of knowledge and provide them with a little more. Your interest in their riding will go a long way in earning their business.

There are challenges running a bike shop but, says McLagan, if you take the time to focus on your customers’ experiences, you’ll build loyalty—and income—and have more time to focus on other parts of your business.

Check wheel for true, tension, and broken spokes Hubs should have no side-to-side play. Axles should turn smoothly Quick releases or axle nuts should be secure and operate precisely Inspect tire for damage, including wear and cracks.

Check air pressure • Check front brake for adjustment, alignment, drag, pad wear, and rotor true if applicable • Check rigid forks for alignment, dents, cracks, and other damage • Check suspension forks for excess play, smooth travel and damage to stanchions. Ask when last service was performed

2. Handlebars, Headset and Head-tube

• Headset should operate smoothly, with no play • Handlebars should be checked for cracks and dents, and should be properly aligned • Check stem for alignment and proper torque of hardware • Brake levers should operate freely, and should not be bent, scratched, or cracked • Ensure shifters operate correctly, consistently • Check cables for smooth operation. Replace rusty or frayed cables and cracked housing • Check grips or tape for wear and a secure fit

3. Cranks, Chain, Bottom Bracket, and Front Derailleur

• Check cranks for side-to-side play (replace or adjust bottom bracket as needed), and check crank fixing hardware for proper torque • Examine chainrings for wear, damage, and missing or loose bolts • Check chain for rust, stretch, and bad links • Check front derailleur for alignment, height, and wear • Pedals should operate with smooth bearings and no play

4. Seatpost, Saddle, and Suspension

• Check seatpost and post clamp for damage such as bends or cracks.

Hardware should be checked for proper torque. Check rail clamp, and ensure post is not extended past minimum insertion mark • Examine saddle rails for bending or cracking • Check rear suspension for leaks, excess play, and damage. Ask when fluid was last changed or other regular service performed

5. Rear Wheel, Brakes, and Derailleur • • • • •

Check rear wheel for true, tension, and broken spokes Hubs should have no side-to-side play. Axles should turn smoothly QRs or axle nuts should be secure and operate precisely Inspect tire for damage, including wear and cracks. Check air pressure Check front brake for adjustment, alignment, drag, pad wear, and rotor true if applicable • Check rear derailleur for alignment, play, and pulley tooth wear • Check cassette or freewheel for wear and bent or missing teeth

Check out our video of the check-in process.

Go to qbp.com and search for “Call Up.” MAY 2014 / Service & Repair, Commuter Issue / 21

The good stuff

Photo courtesy of Park Tool

22 / CALL UP / PRODUCT / TECH / TRENDS / KNOW-HOW

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Shop Essentials QBP carries more Shimano parts than anyone else.

1 Altus Rear Derailleur RD0000 / WW24X • 7-/8-speed Shimano rear derailleur for reliable repair and upgrades for entrylevel mountain bikes

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2 6-/7-Speed Chain CH4601 / RY16L • Includes quick-link for easy installation 3 Non-Series Mountian Disc Brake Caliper BR8789 / YL28C • Cable actuated disc brakes compatible with mountain-type brake levers

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4 7-Speed Freewheel FW8177 / LJ14N • Replace those worn-out skipping, clunky freewheels with high-quality, name-brand units 5 Altus Front Derailleur FD3700 / NJ22V • High-quality, inexpensive 9-speed front derailleur for repairs or upgrades

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6 Brake/Shift Lever Set LD7510 / QY34A • 7-speed Shimano STI levers for reliable repair and upgrades to entry-level and mass-merchant mountain bikes 6

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1 SRAM PG-950 Cassette FW6155 / RP37Y • Compatible with SRAM and Shimano 9-speed drivetrains

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2 SRAM PG-830 Cassette FW6166 / LG22R • Compatible with SRAM and Shimano 8-speed drivetrains

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3 SRAM PG-730 Cassette FW6180 / JK22L • Compatible with SRAM and Shimano 7-speed drivetrains

4 SRAM PC-951 Chain CH1084 / EW21Q • Compatible with SRAM and Shimano 9-speed drivetrains 5 SRAM PC-850 Chain CH1032 / HG16P • Exceptionally durable 6-, 7-, and 8-speed chain, making it a great value

MAY 2014 / Service & Repair, Commuter Issue / 23

New Kid On The Block As 10- and 11-speed drivetrains get lighter and more advanced, they also go up in price. Enter Microshift: a high quality, Shimano-compatible drivetrain system that’s easier on the wallet than some of the other options out there. With Microshift, durability is key, as proven by the Kenda/5 Hour Energy pro team. You can ride with modern technology and feel confident about the value you’re getting.

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Need a fix?

In addition to being the exclusive Microshift distributor in the United States, QBP is also the Microshift U.S.A. warranty and service center.

1 XCD Front Derailleur

4 Arsis Front Derailleur

FD0120 / PQ36M

FD0111 / PO44V

10-speed double 34.9

10-speed double braze-on

2 XCD Xpress+ Shift Levers

5 Arsis Brake/Shift Levers

LD0131 / NY78T

LD0120 / BP310T

XCD Express has you covered for your high-performance 10-speed off-road needs. Shimano (2:1 ratio) compatible, in a durable, highvalue package.

The Arsis 2 x 10-speed levers provide crisp shifting and durability in an affordable Shimano-compatible package.

3 XCD Long Cage Rear Derailleur

6 Arsis Carbon Short Cage Rear Derailleur

RD0111 / IX142X

RD0120 / IA56N

XCD Express 10-speed derailleurs are tough, durable, and priced right.

Arsis 10-speed derailleurs deliver reliable performance with clean aesthetics.

Contact the QBP warranty center at 952-941-9391 x1386.

MAY 2014 / Service & Repair, Commuter Issue / 25

The good stuff

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To The Office, To Happy Hour, And Everywhere In Between 1 Lazer Cappucino Helmet Lock LK4162 / IB24U • Turn your helmet buckle into a light-duty combination lock for those quick coffee stops

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5 ZOIC Men’s Reign Knicker AB7308 / OC66O • A QBP commuter favorite. Plenty of thoughtfully placed pockets, lightweight construction yet very durable for the day-in-day-out commuter.

Does not include a chamois liner

2 Lazer Beam Helmet HE1594 / WW60V • The Lazer Beam provides casual good looks with the comfortable Autofit retention system 3 ZOIC Men’s District Short Sleeve Shirt JT7250 / EO76P • Moisture-wicking, breathable nylon technical fabric, with stylish prints and a snap front design. Two front chest pockets and two zip stash pockets in back with silicone zipper pulls

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4 Ortlieb Velocity Backpack BG7026 / QQ138Y • Featuring a vented foam back and waterproof construction, the Ortlieb Velocity will keep all of your commute items safe and dry

6 Boombotix REX Bluetooth Speaker EC0512 / AA156S • Bluetooth speaker with bike and bag attachments available. You can also answer your phone through this device. Water resistant

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1 Selle Royal Lumia Saddles SA5090 / JG28Z • Foam matrix open-cell structure provides increased elasticity and breathability to guarantee a durable and comfortable saddle • Selle Royal gel saddles use RoyalGel, a polyuethane-based gel that does not age, harden, or migrate over time

5 Pinhead 3-Pack Seat/Wheel Locking Skewer Set LK2081 / UG82F • A commuter’s essential skewer locking system that is operated via a unique multicombination key • Includes 100mm front, 135mm rear and seat collar locking skewers

2 PowerGrips Pedal & Strap Kit PD5010 / CN50B • Great for commuters not wishing to clip in

6 Jagwire Mountain Sport Brake Pads BR1591 / UB92Y • Box of 25 • Perfect for those quick-turnaround repairs

3 FSA Metropolis Stem SM5050 / GW70D • FSA’s Metropolis line offers commuter-specific components to improve the comfort and style of any ride 4 FSA Metropolis Handlebar HB5050 / NW56I • The FSA Metropolis bar has a relaxed, comfortable shape for getting you around town

9 Panaracer T-Serv ProTex Kevlar Tire TR2280 / MU54K • T-Serv is a benchmark for secure grip, puncture resistance and long tread life • Available in a variety of widths and colors for all your needs 10 Continental City Ride II Reflex Tire TR9612 / AQ28P • The Conti City Ride II Reflex features a smooth rolling siped tread, puncture protection, and a reflective sidewall for added safety

7 Problem Solvers Fender Flute FE0900 / UQ16E • The solution you need for mounting fenders on suspension-corrected forks

11 Michelin Protek Tire TR8406 / XR26J • The new Michelin Protek tire features a smooth rolling tread with sipes to for secure traction on wet surfaces

8 FSA Metropolis Seatpost ST5090 / FL56X • FSA’s Metropolis line offers commuter-specific components to improve the comfort and style of any ride

12 Michelin Protek Cross Tire TR8408 / IO26R • The new Michelin Protek Cross has a smooth rolling tread, with deeper tread to hook up in loose conditions

MAY 2014 / Service & Repair, Commuter Issue / 27

The good stuff

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1 CDI TorqControl TL2961 / JF104C • A highly adjustable wrench that can manage all of your torque spec ranging from 2–8 nm • .1 nm incremental adjustment, 1/4" hex magentic shank with six bits, ergonomic L-handle design

4 Wald Folding Basket BG0023 / HW26I • Folding pannier basket that can easily hold a grocery bag or fold down to an inch thick when not in use • Mounts to the side of many rear racks; the base pivots up allowing the rack to fold

2 Park Tool IB-3C I-Beam Multi-Tool TL8272 / XY26Y • 1.5, 2, 2.5, 3, 4, 5, 6, and 8mm hex wrenches, T25 star driver, flat head screw driver, composite wrapped tire lever, two spoke wrenches • 10-, 9-, 8- and 7-speed compatible chain tool

5 Jandd Grocery Pannier BG2560 / BA74U • Simple and convenient to use, the grocery pannier folds up flat when not in use, and is easy to lift off the rack when it’s time to shop • Included shoulder strap makes it easy to carry

3 Genuine Innovations Tire Repair & Inflation Wallet Kit PK1107 / VJ28P • Your grab-and-go solution for quick flat repairs on the road—featuring levers, glueless patches, two 16g CO2 cartridges, and the Intelligent Head valve adapter

6 Thule Pack ‘n Pedal Touring Rack RK2102 / SB134G • Patented rack attachment system works on virtually any bicycle from full-suspension mountain bikes to commuters and everything in-between

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7 O2 Cycling Rain Jacket JK0117 / HX40B • Ultra lightweight and packable • Perfect for casual riders 8 Dimension Mini Coffee Cup Bell BE1304 / XK8C • Small, lightweight, and loud enough to give a polite heads up 9 Stanley HandVac Bottle WB2651 / ZU38S • Bike-friendly design clips in cages for hot beverages on the go • Removable grit guard keeps the road grime out 10 Nathan Reflective Tape RF0025 / LN10L • Add a little reflectivity to your bike and increase nighttime visibility

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11 Pearl Izumi Men’s X-Alp Drift III Mountain Shoe SH9587 / JV118V • The ultimate 3-season commuter shoe with mesh upper and quick lacing system • EVA foam midsole for comfort on and off the bike 12 ZOIC Ether Quattro DWR Short AB7393 / SB110M • DWR (Durable Water Repellant) fabric finish, 12” inseam, and welded seams provide a dry solution for wet commuting days • Removable ZOIC Essential chamois liner included 13 ZOIC Women’s Uptown Knicker AB7420 / XZ70K • New to QBP for 2014! Stylish cut with cycling features in mind. Ideal for commuting or as a sporty knicker • Does not include a chamois liner

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Keep On Rollin’ 1 Value Series 1 Wheel WE8686 / IA44Z • Single-wall rims and trustworthy hubs for great quality at bargain price points • Round and true right out of the box

4 Value Disc Wheel WE8765 / AT100Z • Quality Wheels’ lowest priced disc-brake wheels in 26 and 29" • Machine-built in Bloomington, MN, to the highest industry standards

2 Value Series 2 Wheel WE8625 / KQ84E • Exceptional value repair wheels featuring a double-wall rim and Shimano hubs • Machine-built in Bloomington, MN, to the highest industry standards

5 Sta-Tru Wheel WE0610 / XT34R • The least expensive service and repair wheels in the QBP catalog • 24, 26, 27", steel hubs, alloy rims, bolt-on axles

3 Value Series XL Wheel WE9030 / AJ94L • Extra-durable repair wheels for the most demanding customers • 26", 700c, 27" feature a made-inthe-USA Velocity rim

MAY 2014 / Service & Repair, Commuter Issue / 29

Last stop

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QBP Marketing intern Calvin LaBrie on his way to Q-Central.

MAY 2014 / Service & Repair, Commuter Issue / 31

PRSRT STD U.S. POSTAGE

6400 West 105th Street Bloomington MN 55438

PAID

TWIN CITIES, MN PERMIT No. 27370

Get Ready For Summer Commuting With QBP