Customer care / speaking to customers

Before dealing with customers please read this

Why we Care for our Customers

Have you ever gone into a coffee shop/store/gym/yoga class or to an event where someone running the show recognises you and says so or remembers how you like your coffee or the way you struggle with that yoga pose?

How did that make you FEEL?

I’m guessing pretty good. You FEEL they CARE about YOU and YOU TRUST them. You are more likely to go back and more likely to TRUST them with further recommendations or advice. This is building RAPPORT and CONNECTION with people. It is more than delivering a service it is HOSPITALITY.

The best part is as the person doing this YOU FEEL better too.

At Ride Clean we have a consistent service standard we deliver (more on this below) but we also do this with CARING HOSPITALITY. We want customers to FEEL special, and the easy part is our customers love riding their bikes so it is actually quite easy to make this CONNECTION and build TRUST.

This document is to help you:

1. Understand the expectations on our service standards

2. Tips on how to deliver caring hospitality to customers and your teammates

3. Some answers to commonly asked questions by customers so you are prepared with answers and advice, but feel free to add your own experiences where relevant.

Ride Clean Service Standards that apply in all locations

Service is the technical delivery of a product in our case cleaning and caring for bicycles. Service a monologue, we decide how we want to do things, the standard operating procedures and PDI’s conducted. These are our service standards at Ride Clean.

Partner Locations

• Arrive onsite in time to prepare to setup before your first available booking whether it is pre booked or still available (you never know when you may get a walkup)

• Introduce yourself to the contact person at the location and let them know who you are and that you work for Ride Clean

• Prepare for the shift (Setting up Equipment document will help, fill the splosh wash with water ready)

• When customers show up for appointments, greet them and settle them in if they have any extra bits then gesture to leave these on the table while they hand the bike over to you.

• Key questions to ask:

  • ‘Is there anything I should know about your bike?’ (gives them a chance to tell you about any existing issues they know of and for you to get an understanding on the language they use and knowledge they have about bikes. This informs you of the kind of language to use with them so as not to patronise or intimate with technical terms.)

  • ‘What kind of riding do you do? Commuting? Going to the shops? Weekend rides?’ (this will give you an understanding of the level of use and conditions the bike has been used in, which will inform the degree of wear and tear).

  • Confirm the level of service you will be completing Clean & Care or Deep Clean, when you expect the bike to be ready, and the latest possible time for collection. You do not want to be waiting at the end of a shift for someone to return late!

  • Perform Service: Clean & Care or Deep Clean

  • Complete PDI with relevant feedback

  • Return the bike to the customer with any feedback and explain this will also be sent to them in an email.

  • At the end of your shift, pack up everything and leave the site as you found it, it is always good to say thank you to the partner locations and let them know you have left the site for health and safety reasons.

House Calls

• Arrive at the house in plenty of time to set up, introduce yourself and ask about the preference of where is best to set up. Make sure you are not obstructing any public access routes such as pavements or shared access routes.

• Ensure you have good visibility over the bikes you will be caring for and think about the security of the bikes. Use locks as relevant.

• Prepare for the shift (Setting up Equipment document will help, fill the splosh wash with water ready)

• Often you will be offered a glass of juice/tea/coffee or a snack, but do not expect this.

• Ask about where to store bikes when they are finished

• It is a good idea to ask about all the bike(s) that you will be caring for and whether you should know about any existing issues at the start. Confirm what you are expecting to do eg 2 x deep cleans and 1 x clean & care and be sure you know which bikes are having which service before you start.

• Perform the relevant service(s): Clean & Care, Deep Clean or Deluxe Clean

• Complete PDI’s and provide relevant feedback in person if possible and remind them there will be an email sent as well.

• Send any relevant photos and feedback about the visit to info@rideclean.cc so this can be included in the follow up email.

• Pack up and make sure you leave the site as you found it.

• Make sure bikes are securely stored, and let the customer know when you are leaving.

Tips to help you Create a Caring and Hospitable Environment

Hospitality is HOW the delivery of that product makes the recipient FEEL. In our case this is using appropriate language when giving advice about bike maintenance, offering suggestions that might make that individuals experience on a bike even better. Hospitality is a dialogue, to have a dialogue you need to LISTEN to the rider and respond with appropriate language and recommendations.

Hospitality is present when something happens FOR you rather than TO you and hospitality is present when you believe the other person is on your side. We are providing a service which includes advice and confidence to ride safely. We are creating more smiles in every mile! :-)

Everyone goes through life with an invisible sign hanging around their neck saying ‘make me feel important’, it is our job to make them feel important no matter what kind of bike they ride or how much experience they have. The upside is when you give hospitality you usually receive it back, and riders will respect you and your advice.

The most important part of the role is developing fantastic hospitality skills and knowledge such as:

• Recognising and listening to customer needs,

• knowing how to match and exceed their needs

• working as part of a team to ensure that every customer FEELS welcomed and important

Practical examples that you can try as a Bike Care Specialist

Below are some real life examples you can practice with customers and see the reactions you get.

1. Smile :-) simple and easy and it makes everyone feel better and more at ease

2. Active listening -ask the customer where they came from (near/far) have they had any thing happen on their journey that can you can help with by putting at ease eg was it wet/cold/hot/did they have any incident/puncture/mechanical or do they just want to sit down and have a coffee/snack and you can recommend where to go

3. Be exceptionally curious - often people won’t tell you the whole story right away. Which event are they training for? Is it a charity event? Work event? Are they getting back to cycling after a while of not being on a bike and looking to gain confidence? Can you recommend any additional organisations/sources of information/social media accounts to follow?

4. Create Space for them to talk and listen. People want to be heard and helped.

5. Ask open ended questions. Get the customer talking. Use the words HOW and WHAT rather than WHY. eg How did you get on with those new wheels? What kind of cycling do you enjoy? When using Why people often get defensive eg why did you change to those tyres? Why did you fiddle with that screw?

6. Sometimes Probing questions can help you know more which is key when understanding issues with the bike eg ‘Can you tell me more?’ or ‘Can you expand on that?’

7. When someone arrives and is flustered, perhaps they have been running late; show you can relate to them and make their life easier. If it makes sense hold their bike, gesture to the table to put a helmet/gloves down if they need to, or a stool/box to sit on if they need to change shoes. This helps you build trust and understanding and RAPPORT.

8. We can all continually expand our knowledge and expertise and share this. There are a range of businesses that make up the cycling industry, some are similar, some different, but they make up an ECOSYSTEM that thrives when links are stronger. Share the latest trends and advances with customers and team members.

9. Understand the importance of feedback both positive and negative. Acknowledge when things have gone wrong (people want to be heard firstly), remedy the issue if possible immediately, or explain how they can raise a complaint or write a review. Give them a clear direction for where they can voice their feedback (more on this later)

Common Questions from customers

Below are a number of questions we have and do get asked with some answers that give answers that show we care and want to build trust and understanding with our customers and potential customers. When you are in public spaces you are very visible so remember you never know who might be watching!

Q: Where are you based/located?

A: We are completely mobile (point to cargo bike is relevant and a good plug for our green credentials). We operate across London in offices, homes, workplaces, and public events, as well as cycling hubs and events.

Q: How can I book/when will you next be here?

A: Best to check our website for locations, dates, and times. You can also contact us directly if interested in our services at your workplace or a home visit (direct people to Biz cards).

Q: How much does it cost?

A: We offer three levels of service:

1. 30 mins Clean & Care Service (£20) for those who just need a once over and a quick clean to keep their bike running smoothly.

2. 60 mins Deep Clean (£30) where the wheels come off and we can really get into those nooks and crannies

3. 90 mins Deluxe Clean (£50) which gives us the chance to really go to town, scrubbing handlebars, tyre treads and protecting the frame from the elements with the post clean protection coating.

Q. Which type of service do you recommend? Deluxe Clean vs Deep Clean vs Clean & Care?

A: It really depends on when your bike last saw some degreaser and bike cleaner!

Ask how much they ride their bike and in what conditions? All weather? Commuting? Towpaths? Roads?

If you are riding your bike frequently and in all weather, or haven’t had your bike cleaned for a while we would recommend the Deep Clean. If you usually ride your bike in fair weather and shorter distances or have regular check ups then the Clean & Care will probably be spot on.

If your bike is really filthy and you know it hasn't had much love or attention in a while then recommend a deluxe clean. A deluxe clean is also good for bikes that have been off road and the wheels need a really good clean. Also if you are looking to get your bike in shape if it has lots of scratches or looking get your bike looking in perfect condition before you sell it.

Q: Do you have gift certificates?

A: Yes you can buy these online on our website www.rideclean.cc (or give them a business card)

Q: How often should I clean my bike?

A: Depends on how much you use your bike and how often you ride it. It will also vary depending on the type of weather conditions you ride in. A general rule of thumb is to check tyre pressures, wipe the chain clean and re-lube, as well as clean rims once a week. A deep clean is recommended for every 50 hours of riding. We also recommend that if you take your bike out after not using it for some time then it is worth a clean and check over.

Q: Is there anything I should be doing regularly to keep my bike in good condition?

A: Yes. Ensure correct tyre pressure – easier to ride, less likely to have punctures, more comfortable. Clean chain and re-oil with appropriate lubricant, avoids rust build up, avoids squeaky chain and efficient and smooth gear changes. Clean rims, especially for rim brakes to ensure the braking surface will be reactive. Depending on weather conditions this will need to be done more frequently in wet weather.

Q: Do you offer full service of bikes?

A: We focus on the first line of maintenance, a good clean of the entire bike from the groupset to frame and wheels. Often this can reveal when there may well be underlying issues. We are more than happy to inspect and give advice and where we can tune up bikes. For more major work we recommend a trip to your local bike shop.

Q: Do you know any good bike shops?

A: If looking at Greater London then good resources are: London Cycling Campaign, for local shops to where we operate (this will be expanded as we grow)

If in Putney:

Velosport, on upper richmond road

Elmswood, on lower richmond road

If in Balham:

Crazy Horse Bike Workshop, 273 Balham High Rd, Tooting Bec, London SW17 7BD

Halfords 316-324 Balham High Rd, Tooting Bec, London SW17 7AA

If in Bermondsey:

Machine, 97 Tower Bridge Rd, Bermondsey, London SE1 4TW

If in Sheen:

The London Cycle Workshop 42 Sheen Ln, East Sheen, London SW14 8LP

Pearson Cycles

Other bike shops:

London Green Cycles – cargo bikes

Flying Dutchman – Dutch Bikes

The London Cycle Workshop - Sheen, Clapham, Hammersmith

Sigma Sport

Machine

On your Bike

Q: Do you know where I can get cycling lessons?

A: Your local council will offer free lessons as well as other local initiatives, another great resource is Cycle Confident, who have connections with many boroughs and help you access free lessons for adults and children.

Q: Do you know how I can get my bike security tagged?

A: Your local police force will usually offer this for free through Bike Register.

Q: Are there any cycling events you would recommend or locations to cycle to in the Uk or overseas?

The list below are some of the more common ones, but feel free to share your experiences as there are so many amazing places to ride and events to enter.

London Revolution

Ride 100

Wiggle and Evans Sportives

Etape du Tour

Maratona dles Dolomites

Haute Route (3 day and 7 day -global)

Audax - longer rides like Chase the Sun, Coast to Coast, LEJOG

Q: Are there any clubs or groups in London and how to get in touch?

A: There are lots and British Cycling has a whole list of officially registered clubs, British Cycling also offers rides for those who are building confidence and those geared specifically towards women or families. Some bigger local groups that welcome all standards are (please let Katy know of other cycling clubs and groups and they can be added):

Bella Velo for women

Dirty Weekend

Hotchillee

Islington CC

Clapham Chasers

Kingston Wheelers

Q: I have an old bike where can I take it?

A: The Bike Project can take old bikes at their drop off points and these are then striped or refurbished as they are and either sold with proceeds funding their work or they are given to refugees.

Questions and Answers for Bike Care Specialists at locations

Q: What if you have a no-show?

Often people can be running late, so worth giving a little room, say ten minutes but do note this will reduce the time you have available for their bike, it is good to tell the customer this so you manage their expectations from the start.

If after ten minutes no sign of them, feel free to call/email or text using information in booking platform/Acuity.

Q: What if a customer complains about the level of the clean?

A: If they booked for a Clean & Care then suggest a Deep Clean or Deluxe clean for the next time where you can remove the wheels and have more time to really get to all the nooks and crannies. Emphasise that we can add more value when we have more time.

If they have had a Deluxe Clean and still unhappy, then listen to exactly what they felt was not cleaned and get them to show you. If it is something small then you can often remedy, sometimes it can be a case that you have not cleaned close to the pads on disk brakes so you avoid dirt getting into the pads and rubbing. Explaining why you have cleaned in a certain way, is often the best call of action and gives you an opportunity to share your knowledge as to why you have done this and builds trust and understanding. We care and we always show this in all we do.

If there are still problems then you can direct them to our website where there is a section for feedback or you give them a business card and ask them to get in touch with us directly at info@rideclean.cc and suggest attaching pictures to an email.

Q; What if a customer blames you for something that has ‘changed’ on their bike? A sound it is now making for example.

A: If you suspect that someone is very picky when they start then it can be worth taking pictures before you do any work. This way you have a time stamp on how the bike looked when it arrived in your hands. This is only in extreme cases.

The reason for doing the M-Check before you do any cleaning is so you can assess any existing niggles. If these still persist on the post clean M-Check this is where you have the opportunity to tell the customer.

Four steps to deal with a complaint:

1. Listen to the complaint

2. Acknowledge the issue

3. Get the details

4. Offer a solution

Q: What to do if complaints from neighbours/other businesses?

A: Don’t get defensive or angry. Speak calmly and try to understand what the exact problem is, in some cases it might be to just move something out of the way so they can gain access to a doorway/driveway. Our setup is mobile and agile so easy to accommodate and often by helping people out with a smile you will find things can carry on after with no problems. If you encounter real problems then take down details and explain you will speak with your manager, and feel free to give them a card so they can contact Ride Clean directly.

We always provide a professional and friendly service and have built a reputation as being part of local communities and this is through working with others rather than against them. Please respect other people and ALWAYS leave a workspace as you found it. It is simple if we don’t the chances are we won’t be coming back and that means less work for us all.