The price list for bike service is directly in front of the customers as they walk-in and as the gentleman spots it, owner and bike mechanic Jordan Wilson explains that he also offers one-on-one workshops for customers so that they can learn to completely rebuild their bike and repair, replace and tune the parts. Perfect! exclaims the gentleman as he promises to bring in his bike for an appointment.

Jordan Wilson had ten years under his belt working with Stan at Bike Addiction on Pittwater Road in Manly (this is the bike store that would receive tough bike repair tasks from other shops in Sydney and maintains an excellent reputation for Carbon Fibre repairs). After Jordan co-wrote “Save my Bike”, an instructional book on bicycle maintenance followed by time in Whistler, Canada and working with Cannondale Australia, he then started to look into options that would allow him to have time for writing the next edition and concentrate on his core skill as a bicycle mechanic.

Six months ago, he opened the Ride In Workshop. Rather than trying to be a local bicycle shop, he just stocks essential parts and has a fully outfitted workshop to satisfy the bike service and repair needs of his customers. The ties to Bike addiction and other local bike shops remain strong and when he opened, the locals in Balgowlah took immediate interest, the set prices are fair and every household has a bike or four… this was an opportunity to get the bikes back into working order and talk directly to the mechanic.

Jordan Wilson comments, “The biggest problem [with service and repairs] at a bike shops is that you walk into a bike shop and speak to the kid at the front counter, he writes down the details and then takes it to the workshop where they then hand it to another mechanic to do the job, then three or four weeks later you get it back from someone else at the counter. It is three or four people for one job and there is no accountability where as here, you speak to me, I do the job and give it back. If there are any issues, you come back to me”.

Considering that there has been no advertising, in just six months there is so much business that Jordan employs additional staff to meet demand. More and more customers are coming from further afield and Jordan is conscious that he wants to keep the turn-around time short to save his customers week long waits. Open communication and direct contact between the mechanic and customer does wonders for customer satisfaction.

Jordan discusses is strategy of set prices, “Most bike shops will charge you hourly, they will say that a general service is $80 an hour. I don’t do that, I say it’s $80 per service, if it takes three hours then it takes three hours. At the end of the day when the bikes go out of the store there has to be a good quality. People are happy if they know its a set price and your not going to go above this [price]. Obviously parts you have to charge for and I always explain that”

Although he was able to set up the business without needing to stock new bikes, Jordan still had the learning curve in getting accounts with parts suppliers, particularly Shimano whom he praises as have such a smooth operation with parts being delivered within a day so the customer is not kept waiting. The quick turn-around also means that he can keep down the number of bikes for repair that he has on location, though admits that with the amount of work he has, he is running at capacity.

Can the success of independent mechanics be attributed to the growth in online shopping? “Online sales are still relatively small, people love the idea but when it comes to buy a bike but if you are the type of person who likes to test ride before you buy, most people by from a bike shop.” says Jordan.

While some Local Bike Shops (LBS) may see an affect in sales on their accessories such as tires and tubes, the average consumer still purchases from a bike shop (unless they are misguided and buy their bike from a supermarket). The bike servicing side for the LBS however isn’t the most lucrative part of their business, and tied in with lacklustre customer service, there is a gap that Jordan is filling with the Ride In Workshop.

Jordan is not the only cycling business in Australia who entirely skips the bicycle sales side and concentrates on bike service and repair. Sensing the changing retail landscape, bicycle workshops and mobile mechanics can be found in all major cities.

While Jordan comments that most cyclists who order online are able to fit and assemble the parts themself, he still has customers who need their gear professionally assembled, even the occasional complete new bike build. Most workshops and mobile bicycle repair services see themself filling the new gap that is slowly opening as a result of online shopping – it doesn’t matter where you brought it, we can fit it.

Jordan is approachable and friendly, his eyes light up when discussing the options and possibilities for rejuvenating a bike. My Francesco Moser steel road bike needs some expert care, there is more to the poor gear shifting than just adjusting cable tension and the derailleur limiting screws. Jordan explained the problem of worn out springs was common for Campagnolo and he would be able to sort this out. Alternatively, I could trash the Campag and upgrade to a new Shimano 105 groupset, should the budget allow. As nice as this would be, I opted for the simpler and more affordable solution. No problems.

A few days later the phone call arrived, the shifter spring was actually snapped though if the new one is delivered on time, I can pick up my bike tomorrow.

The salty sea breeze reaches up to Balgowlah, and so does the beach atmosphere as customers and friends drop in casually to say hi, to bring in their bike, to discuss a rebuild. You get a real sense that Jordan wants to make his customers happy, and picks up where many bike shops struggle. If you have been procrastinating with your MTB, Hybrid or Racing Bike, there is now no excuse not to get your bike in tip top condition, tell Jordan that Christopher from BNA sent you.

Ride In Workshop is located at 298 Sydney Road in Balgowlah (2093) in Sydney’s Northern Beaches.
Phone 02 9948 4872 or visit www.rideinworkshop.com.au

When I speak mechanic it’s not exactly English and in everyday life I don’t normally use words like, cranks, bottom bracket and head stem; heaven forbid I use the word cassette or derailleur.

I prefer to explain my mechanical issues in a much simpler manner, for example, “the thingamajig in the back round thing is making the front round thing squeak when I pedal.”

I can already see the look of shock on your face, how on earth is a mechanic meant to translate that? Seriously, I really don’t think it’s too much to ask. I point at things whilst I’m explaining it and of course I also add sound effects to reproduce the sound as accurately as possible…

Just the other day when I explained a bike problem to one of the boys, (I should say men, because they are men); he looked at me, took the bike and made it perrrfect!

Why aren’t all mechanics born with such efficiency and brilliance? I probably should mention that the look I received after explaining my problem was a look of, “damn you Row, and you know the words, why can’t you use them?”

My theory on this is that mechanics like to know that they are needed. Regardless of our profession, we like to be appreciated. We like it when people know that we can do that one thing really well. This gives us all a sense of pride, so why not stroke someone’s ego occasionally if the end result is going to be gold!

Let’s be honest, there are plenty of men out there who don’t know the parts of their bike. As women, this journey to find the best mechanic isn’t just our problem; the word from my mechanic is that the men also need to take the same difficult path. Some of us will walk away after spending a little or a lot feeling totally dissatisfied, but I don’t think it’s just the mechanic that’s at fault; you have a part to play in this as well.
We need to be better customers in order to get better service!

Just like when you pat your loved ones on the back for doing a good job, make sure your mechanic knows that you appreciate everything he’s/she’s done. Don’t just take your bike and walk out, do learn his/her name, make eye contact and say thank you.

Knowing the names of the staff is important, when someone starts to look after you, stop them and ask their name. When you leave do make sure that you say, “thanks [insert name of awesome bike shop guy/girl here], you where really helpful, I’ll see you again soon.”

If you can show a genuine interest and are friendly, the chances are that it will pay off; your mechanic becomes part of the equipment that you need to ride and takes an interest in looking after you and your needs.

Only then will you begin to wonder how he knows that you need a new drive train before you do.

If you’re as bike obsessive as I am, you’ll be in your LBS at least three times a week and you’ll be following up doing research for family and friends as well.
My essentials for finding a good mechanic:

- It actually helps if you bought your bike from the same shop, though if you need to switch to another store, do it. I did and I’ve never been happier.

- If you don’t know anything about your bike, be honest about it. This then gives you the advantage of being able to use sound effects to describe the part that has malfunctioned.

- The bike mechanics should be able to understand/translate something you have explained in order to fix it without any hesitations.

- The mechanic should be able to tell you what they did in an easy to understand language; sound effects are optional.

- The shop should have a checklist to explain to you what you get in that service and how much it will cost. If they don’t, you should ask, ask them to explain it (keep in mind I’ve never asked my shop what’s on the list, but I know they have one).

- I commonly say to the boys (men), “any more than $300.00 give me a call”. Make sure you set a cost limit as a mechanic may feel that they have a responsibility in replacing your brake pads when they are down to the metal however need to be slowed down when they also think you need a new $5000 wheelset.

- My mechanic shows me how to do ‘stuff’ all the time, sure I don’t remember, but he always makes an effort and I appreciate that.

- They should be bike obsessed and eventually when you’re all happy and comfortable with each other, you may make jokes at each other’s expense.

Do not underestimate the power of a good smile though and remember, a little bit of cheekiness never goes astray. It is important that you build this relationship over time, don’t assume just because you are hot that they will bend over backwards for you… I’m not at all saying I’m hot, but I do have the cheeky attitude thing sorted!

I can recommend a good mechanic in Melbourne, email me at rscott@bicycles.net.au, or for more specific state to state information ask our members for details on the Australian Cycling Forums.