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Just realized my shop's come back rate dropped from 1 in 4 to 1 in 10 after one small change
Six months ago I started doing a free 2 minute safety check on every bike that came in, even for just a tube swap. I check brake pads, quick releases, stem bolts, tire wear, that kind of stuff. At first my repair times went up maybe 5 minutes per bike and I figured customers would get annoyed. But in my experience they actually love it, and the number of bikes coming back with problems I missed dropped way off. Has anyone else tried adding a quick check like this, or does it just slow you down too much?
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robert_bell20d ago
Wouldn't that extra time add up over a whole day of repairs though? I get that catching small stuff early is good for the customer, but if you're doing 15 bikes a day that's over an hour of unpaid work every single day. The come back rate drop sounds nice but I'd want to know if the lost repair time actually costs you more than the returns did.
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