10 Questions with Velofix
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 | The mountain bike industry is changing rapidly with on-line retailers getting bigger and stronger, major manufacturers are now selling directly to the consumer so the traditional bike shop model will have to change or it will die. - Chris Guillemet, Co-Founder & CEO |
The first time we sat down with the folks behind Velofix was a year ago, they had five vans on the road servicing Vancouver, the Fraser Valley, and the Sea 2 Sky (Burnaby, North Shore, West Van, Squamish and Whistler and Vancouver Island); all in British Columbia, Canada. Now, just twelve months later, they have thirty-five franchises servicing both Canada and the United states. This time, we sat down with Velofix CEO and Co-Founder, Chris Guillemet to get the goods one their company vision, popularity, and what you can expect from their service.
What is Velofix?Velofix is the largest fleet of mobile bike shops in North America. We now have thirty-five franchises sold! You book on-line and a fully equipped Mercedes Sprinter Van comes right to you; your home or your office, and services all of your bike needs. Our motto is 'Save Time. Ride More.'
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How did you get your start?We started with one van in Vancouver in January 2013. The business was started because we were frustrated with the inconvenience and length of time that it took to get our own bikes serviced in the current bricks and mortar [bike shop] model.
Describe your franchise model.Our franchise model is a complete turn key solution for someone who has always wanted to own their own bike shop, but could not afford the massive investment of money and time. We provide the training, the back end system that handles the bookings, payment processing, CRM and inventory management. We also invest heavily in brand development and social media.
Where does Velofix currently exist?Velofix is currently operating in Canada with one van Victoria, three in the Vancouver area, two in Calgary, two in the Ottawa/Gatineau, and seven in the Toronto area. We will be launching Montreal, Edmonton, and the Okanagan shortly. In the USA, we are launched in San Francisco, Seattle, Portland, Salt Lake City, San Diego, Santa Monica, Pasadena, Denver, Boulder, Kona, and Cincinnati.
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What can customers expect from the 'Velofix' experience?The Velofix experience is a premium and convenient service that eliminates all the hassle currently involved in getting your bikes serviced. All of our mechanics are professionally certified and we only use the best parts and accessories in the industry. The mobile shop has an espresso machine, flat screen TV and wireless internet to ensure customer comfort.
Who is Velofix ideal for as a customer?Our service is ideal for anyone who rides a bike. Our service rates are the same as most bike shops and we service road bikes, mountain bikes, commuter bikes, fat tire bikes, electric bikes, and kids bikes. If you are busy and you want the shop to come to you, then Velofix is your answer.
How does your service vary from a local bike shop?Our service offers a personal one-on-one appointment, the Shop comes to you - wherever you are and you deal directly with the mechanic. Customers can stay in the van if you want to get educated and have the mechanic show you what he is doing or they can go back to work and be notified when the service is complete. With our booking system, you book the exact time you want your bike fixed and it will be done right there, right then.
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You've customized some of your vans to meet the needs of mountain bike specific areas. How do you identify these areas and how are you customizing your vans?In some markets mountain bikes are the majority of the bikes we work on, so firstly the mechanic will be a mountain bike expert and secondly the mobile shop will be equipped with mountain bike specific parts and tools. Our North Vancouver van has a suspension station built in so we can do full repairs.
If someone is interested in franchising with you, what can they expect? How should they apply?We have franchises available and people can simply go to www.velofix.com and click on Franchise to find out more. If they make an inquiry, they will be contacted within 24 hours of your request.
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How do you see the Velofix model impacting the future of the mountain bike community?The mountain bike industry is changing rapidly with on-line retailers getting bigger and stronger, major manufacturers are now selling directly to the consumer so the traditional bike shop model will have to change or it will die. We always say that the Internet can't fix your bike so there will always be a need for the direct to consumer service model and Velofix is that premium mobile service model.
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I'm not sold on the service only model especially in smaller markets and/or where the seasons are shorter. It sounds great when one comes across this business model (there is another out there, Beeline, I believe) but when you break it down into dollars and sense, the model gets challenging - quickly. Thus my comments about other revenue streams...
Velofix is definitely on the right track- customers expect a level of service that goes beyond the traditional bike shop paradigm. If it keeps someone riding, then it's always good thing!
It was always a dream of mine to won my own bike shop. It is a awesome experience. If any Pink Bike readers in West Los Angeles (Or LA County) need their bikes worked on just contact me at www.velofix.com
Let's just say for example: I'm crazy busy. I have a set of Stans flow ex wheels with a broken spoke and a hope hub that needs new bearings. I would like the spoke replaced, the rim re-taped, the bearings ordered and installed and maybe a quick tune up on the rear mech. I'm in Venice and parking isn't great. How would this go down?
www.cbc.ca/dragonsden/pitches/velofix
get me that van with a bunk and 3 bike and you will never see me again in a city.
Those vans require a fair bit of investment; seems like a bike shop that knows what they're doing would just eat their lunch.
Seems to me that local bike shops that provide shuttle service would be best and the vans should follow the events around.
On the other hand, if you have a bikeshop that's already set up and is reasonably successful, having that kid run around the city to pick up/drop off bikes would be a very cheap way to pick up additional service business, and perhaps gain a retail customer as well after building a bit of a relationship. This won't work for a shop that doesn't have their sh!t together - they've got bigger problems and are being squeezed out between the service-only van model taking their service business and the direct-to-consumer model killing their retail margins. But a good shop with the right combination of business savvy, great customer service, and a bit of moxy should be able to continue carving out a very comfortable niche for themselves.
And to add to the other comments here, the overhead with Velofix is much lower than brick-and-mortar (in my experience). I used to manage a shop in town before my Velofix days. With the van I'm not paying rent, or heat, or hydro, or as many staff.
I honestly think that you could fit everything you need in a van to be able to perform 99% of the work you may need on a bike. You really don't need that much stuff.
No attractive blonde women in my story, but there is a guy with a beard...
I spent ~$150AUD ($100US) on a headset remover, press, crown race remover and installer which all work well, and I feel way more comfortable than using a hammer and screwdriver as some friends do
1) I can do the whole job, without replacing the part that needs to be changed, and return with the part when it's in. I.e. If someone is getting a tune up done and need a new chain/cass/brake pads, and I'm missing a set of brake pads. I can do the tune up, change the DT and order the pads. Once they're in, I can swing by and pop them in. No additional cost to you.
2) If I don't have the part in stock and the bike CAN'T be ridden without it (i.e. broken hanger). I can order the part and come back when it's in (in my case it's next day delivery. My supplier is only 180km from my front door) OR I can take the bike with me and bring the whole bike back when the work is done. This situation rarely happens because I call my customers ahead of time. If someone books online, I'll give a courtesy call and see what's going on with their bike. If they tell me the hanger is snapped, I'll order one ahead of time.
3). Loaner parts. I.e. in my van I carry a loaner set of hydraulic brakes. If someone needs a new brake, I'll pop on the loaner brake, and I'll order the exact model they want. That way, you can still ride. Again, no extra cost for loaner parts or the second visit.