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