What has been working well at our shop is for our shop manager and myself to greet the people coming in the front door.  When there is a line, it's typically hard to direct patrons to the right person, program, or form, without having a strong knowledge of the organization's programs and of bike mechanics. 

For instance, it is quick and easy to tell someone their wheel is damaged and can't be trued and where they can look to purchase one, then explain to the next person the difference between dropping a bike off for service and using the shop's tools, then going onto the next person who needs to donate something. 

It is easy to stagger when you can tell people their options and give them time to deliberate while you help someone else with a more "quick" question.  And two people make this easier, provided they know all the answers to customers' questions.

I'm curious why a mechanic would be with someone for an hour or more.  Either the mechanic should be checking in a bike for service and inspecting what it needs for about 7 minutes, or s/he should be performing a quick spot repair.  Selling a bike is a little different, but it helps to have a designated person to help with that, so the person directing patrons knows they can help and the patron doesn't have to explain twice what kind of bike they are looking for.


Brett Schager
Volunteer and Outreach Coordinator
Community Cycles
brett@communitycycles.org


On Fri, May 17, 2013 at 5:19 PM, Andrea Chiotti <drazzy7@yahoo.com> wrote:
Hey,
   I'm working at the Community Cycling Center in Portland Oregon and we have been trying to brainstorm how to keep track of customers and tool stand users in the melee of the summer season.  People come into our shop and line up out the door.  Some people have "a quick question" and some need to consult about building their bike.  It is hard to maintain a sense of order when one mechanic may be with a patron for 1 hour or more.

   Has anyone come up with a system to manage customers?  We become overwhelmed trying to manage customers making purchases, consulting on repairs that they want to do themselves or have us do, or consulting about bike sizing, test riding, etc.

   We tried a "take a number" system last season that proved ineffective and just as confusing.  We also tried having some people doing customer shuffling while mechanics answered questions, but still we would like to be more efficient.

  I'd love to hear any suggestions anyone may have or tactics you find work to maintain a steady pace of work and address needs in an organized way!

 Please feel free to ask me questions if i have been unclear.  I am looking forward to hearing different problem solving tactics.

  Andrea Chiotti
 




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