Value

So, the other day a guy comes into the shop. He looks like he rode in, and still has a (slightly askew) helmet on when he comes in. I’m in the back working on a bike, so Matt comes out to help him. I can hear the whole conversation from where I’m at, and it goes something like this:
M: can I help you with something?
Guy: Yeah my bike makes this clacking noise
M: Do you know where the noise is coming from?
Guy: I think it’s from this back part. From the gears.
M: Okay…
Guy: (interrupts Matt) Can you do that now for me?
M: Um.. we have a few we’re working on right now, but we can do it for you in about a half hour.
(We actually have a morning full of repairs. And judging from the looks of the bike, it probably needs more than just a quick adjustment. Like a new cable or chain and cassette. Some parts are definitely going to be involved.)
Guy: (annoyed) Can you just look at it now?
M: We have several people who have brought in repairs before you, and it wouldn’t be fair to them to put them off now. I offered to do it as soon as we can- maybe if you have something to do in town or since it’s lunchtime, maybe you could go across the street and get some lunch and come back.
Guy: (incredulous) Well, I can’t do that, I don’t have any money!
(cue laughter from me in the back- just loud enough to not get caught)

Just so you know, we run a business, not a charity. It never fails to amaze me how many people come in thinking we will do repairs for free. We actually do many services for people and do not charge for them. People come in all the time and have me adjust handlebar positions or saddle height and I don’t charge them. Or they come in with the trunk rack they bought at Wal- Mart and can’t figure out how to put it on their car. Even though I’ve taken my time to do a service for them and that has kept me from finishing a repair or delayed me from helping an actual customer when they come in. These are the same people who rarely even give a “Thank You” to me after we’re done. I’d like to know what actually goes through these peoples minds. Do they think they are owed this level of service for free? The worst are the people with department store bikes. I would like to make a rule that if you are dumb enough to actually purchase your bike from a department store, you are on your own. Unfortunately, we make a lot of money from repairing these type of bikes, since they have substandard components and are rarely put together safely, let alone correctly. So we will continue to fix these type of bikes, even though they often aren’t worth the money it takes to repair them.