By blackmountaincycles,
Filed under: Uncategorized
I don’t place much stock in Yelp and the reviews. First, the name Yelp, while easily recognized and remembered, is a word with a negative connotation. A yelp is something that is unconsciously elicited when harm is done. A dog yelps when its tail is stepped on. A person might yelp when struck unexpectedly by a ruler. And it does seem that the review platform, Yelp, makes its cases through negative reviews.
So it comes that Black Mountain Cycles, and more specifically, I, received a negative review. Although, it is a one star review and one is, after all, a positive number. Without getting into specifics, the reviewer says it best. Here’s the unedited review from Yelp:
“Murphy’s law struck hard today. With no tools on hand (which is really unusual for me) of course the Bike Gods cursed my ride and gave me a flat in West Marin. Fortunately it was shortly before the shop opened so I made my way there. I was greeted at Black Mountain Bikes by a middle aged man with grey braided pigtails who started by lecturing me about riding without tools (I’m still not sure why he thought that was helpful or necessary). When I repeated my request that he fix my flat tire he scoffed and offered to sell me the stuff to fix it myself instead. Finally, he begrudgingly agreed to fix my flat (aka do his job) but he was clearly offended that I had the audacity to try to hire him to perform a basic service that falls well within the normal scope of his work.
Mr. Pigtails if you despise fixing flats so much & resent the customers who come to your shop for that very common service then please find a different line of work. If (like so many other grown men who work in bike shops) you won’t or can’t do anything else with yourself then I suggest finding a therapist who can help you re-evaluate your life choices or at least your attitude.”
First, I don’t take back or deny anything that transpired. The guy showed up before I opened (and had my first cup of espresso) and demanded I install a new tube in his tire because he had no means to perform that task on his ride and wouldn’t do it himself with a tube and tire levers that I offered to sell him. He also neglected to mention in his review the sign posted on my door that says specifically, “Service performed on bikes by appointment only*,” with the asterisk noting below “no exceptions.” Yes, I will advise (lecture) anyone who travels by bike to be prepared with, at minimum, a spare tube or two, tire levers, and some sort of inflation device.
We’re in the middle of a pandemic, fer cryin’ out loud. And even if we weren’t, it is not “my job” to work on your bike. I own a business where I provide a service to individuals who can abide by the simple requests I put forth. I’m not allowing anyone in the shop to browse. Need something specific? No problem, I’m here to help you. Want to make an appointment to have your bike serviced? Absolutely, I am here for you. Come to my shop before I’m open and demand that I work on your bike because you think it’s my job – yeah, maybe not. Let me know what happens when you go to the bank before they open and demand they do their job and allow you to make an in-bank transaction. Why should a bike shop behave any differently by denying service until they’re open and you can abide by the business’ regulations that are clearly posted?
I’m not perfect. I know I’ve definitely exhibited poor customer service at one time or another and it’ll probably happen again. You know, human failings and all. I’ll feel bad about that experience and try to use it to be better moving forward. This particular example? Maybe not.
As for my pigtails, I worked hard to cultivate that mass of hair. As an almost 60 year old with no receding hairline who can grow hair, I’m damn proud of those two grey braids. I’m glad you noticed them and that you decided to mention them in your review twice!
Negative review? Or a review that reinforced how I’m trying to keep myself and you safe and healthy during this Covid-19 pandemic.
I’d like to see this guy’s review of a Willie Nelson concert. I think it’d go something like this: “I paid $100 to have this guy Willie Nelson entertain me. What came out on stage was this old, unkempt man with pigtails and a guitar that had a hole in it. He sang off-key and sounded like he was stoned.”
Here’s what to expect when you arrive at my front door, just so you aren’t blown away by my braids. Clearly a guy who needs an attitude adjustment.
Pretty clear info for folks coming to the front door.
This blog post was an effort on my part to be transparent in how I operate my business and what you can expect from me. There was a big internal debate in my head about whether to write/post this or not and the result is laying it out there and letting the chips fall where they will.
(What’s playing: Willie Nelson (with Snoop Dog and Kris Kristofferson) Roll Me Up)
Bravo! I agree with you, Mike.
My wife and I owned our business for 17 years. It was a small, boutique-type operation with specialized services and no merchandise (by choice). We worked almost 100% by appointment and though we employed less than 10 employees at any one time, they were skilled employees who did a job that many customers could not do for themselves.
After 17 years, we decide to close. Why? #1 reason was the customers. Eventually dealing with customers who think they own you solely because they want to pay for a service gets old. And in the modern internet/social media world, I was done dealing with shitty people on Facebook (BTW, #DELETEFACEBOOK), Twitter, Instagram, Yelp, Angie’s List, NextDoor, etc etc etc.
To be totally honest, I was done with the business about year ten. But my wife had customers she could not abandon. These were people we loved and they loved us back. And my wife cried when they were no longer our customers due to our choice. But about 12 months after closing our shop my wife looked at me one morning and said, “Thank god we no longer own our business.” It was a psychic load off of us.
This guy who showed up at your shop, with self-righteous indignation that he couldn’t boss you around because he wanted to spend $20 – sadly, my opinion is that he is the new rule, not the exception.
Mike, I am sorry to hear you too deal with the assholes of the world, despite your trying to be a honest and hardworking businessman who operates by a code you decide for yourself. I fear you are a vanishing breed. But I respect you and really enjoy your Insta feed!
I like the #deletefacebook. I did delete FB personally and found it to be one of the best things I’ve done on-line, but it’s a good tool for the shop. I do like to focus on the positive and am glad you enjoy the IG feed. I do hear you on the stress of retail. Congratulations on 17 years of your business. That’s a time span many are not able to manage and you went out on your own terms. Cheers.
First of all, he should have been embarrassed to be so non-self sufficient. Secondly, he should have asked to purchase what he needed, not be offended by your offer. I think you handled it as well as possible, all considered. He probably does most of his bike shopping on Amazon anyway.
I’d be embarrassed to be as non-self sufficient as that, and would have been glad to purchase what I needed to get rolling again. The guy probably does most of his shopping on Amazon.
I’m going to go Yelp right now and give you a 5-star review! Keep being awesome.
I think you handled the situation well. I would have not been as diplomatic.
My braids are still brown,though the grey is showing more..You rock,Mike!
Thanks, John!
“don’t let the bastards grind you down”. Most people are decent…some are not. Hold firm.
The rider should have been prepared. Pretty sad that he wasn’t. I like your stance on business especially in the current climate (pandemic and all)! Keep rocking it!
Gosh..reading this from NYC…while I understand that there are many types of people out there…but what is uncovered through random occurrences is rather disturbing. a—-les truly defy the validity of an early Good Morning, self consumed individuals need not to apply!
I am always aware that I am solely responsible for my rides.
I too am (almost) 60, and work as a mechanic in a bike shop. It is my semi retirement gig after many years of soul sucking corporate life. We are a small shop, the owner and 2 employees, and I can say that although it was always a dream job of mine, it is both the best and worst job, primarily because of customers. Some are great, but some are just condescending, entitled a**-hats. These are strange times, and it is making people do strange things…but some level of civility and politeness isn’t too much too ask.
Very strange times. Hopefully, the great ones overshadow the not so great ones. Cheers.
Sure I can fix it, $300 gets you to the front of the line. Otherwise its a $20 repair and will ready next Thursday.
Clearly a self review revealing what a douche he was. Hair would be nice to have these days!
Mike, I had the best experience when I bought my MCD frame from you last year. You answered all my questions, delivered what promised and overall it was a great experience. The Yelp reviewer needs to grow up and learn how to interact with people. You are 100% in the right here, pandemic or not. Sending you good vibes from Canada.
Thank you, Max. Hoping your are having fun on your bike!
His yelping says it all:
You fixed his flat but apparently weren’t subservient enough for him not to punish you anyway.
He would have been more comfortable had you been younger.
He feels his hairstyle affords him more credibility than yours. And grey hair – don’t they have products for that?
He assumed either (1) you couldn’t possibly be one of the best bike mechanics in the country and that you own the shop and/or (2) that the bike shop was some sort of sad, lowly retail space.
He felt that the offer of money allowed him to control all terms of service, including changing business hours, jumping the queue and acting like a douche.
He blamed Murphy, “of course the Bike Gods” and you for his tiny, totally avoidable and routine misfortune. He derided you and everyone else in your trade and belittled your mental state and life choices.
Whattaguy…….
Keep the faith and try to not let the self-entitled get you down.
Great shop. We love Mike. Point Reyes Station would not be the same without him.
I found yelp useful once, on a youthful NYE road trip that grew…interstate. Around the sobering turnaround point near the Grand Canyon, I felt Thai food would fix me up for the drive back to the shores of California. Well, I looked them up and one was rated the worst in town. Absolutely hated by locals. “Too spicy”, “no burgers or fries for the kids”. BAM. The best Thai I’ve had in years. There are two points to the ol compass needle is what I’m saying, and sometimes finding the true direction one needs to remember this.
Also, your bike shop is the worst I’ve ever been to. Too spicy, no burgers for the kids.
Thanks, Tim. I hope to be too spicy for your next visit.
wow.what a story,sadly i bet its not isolated to just your shop.really shocking that one doesnt normally even need tools to change a tube but not every one knows how these days most just carry a phone i suppose which i hate to do and can count on one hand how many times i carried a phone in the last 10 years.but just to echo the sentiments of the others too i have never used yelp but had to go and leave you a another 5 star review !
I would be surprised if many of the people drawn to your shop would be swayed by such a review. Hell, I live a thousand miles away and even I knew that you are only doing repairs by appointment. Clearly, if a cyclist goes out without the wherewithal to fix a flat, they should show a little more humility. And, since humility is pretty hard to come by in this day and age, and especially in the realm of online reviews, I’m glad that you at least have a venue for replying to such a petty review.
For what it’s worth, I’ve never been to your shop in person, but have been very happy with your online service and with your bikes.
I sometimes find people in other states know more about Black Mountain Cycles than the people who live here and ride know. The power of the internet. A good power.
Being salty about fixing a flat at a bicycle shop is comical. Shit happens, why not help people out rather than be a grouch about it?
I’m with you on Yelp being useless, but I understand where this guy was coming from.
You’re right. I’m wrong. I should have dropped everything before I was open for business that day and did exactly as he asked, nay, demanded.
If there is a Bike God, I can definitely see why she’d smite that dude. Psssssssssss…….
Great Job! I’m off to Yelp as well for a glowing review!!! Be proud of the fact that you own your own business, and have every right to dictate the way that business will be conducted. It is sadly one of the special things we’re losing these days