Cliche? Maybe... read on please.
As the owner of a small, seasonal business that is inextricably entwined with the ups and downs of our clients’ disposable incomes, I have to occasionally take a step back to get a perspective on life that doesn’t go down the road to sheer panic.
Over the 35+ years that I have been in the bicycle business, I have seen other economic cycles that have led to business unrest and substantial layoffs. Why this one seemed so different was a little difficult to pinpoint for me until I remembered the speed at which information travels – ugly news in this case; coupled with a media that tends to whip bad news into frenzy, often it seems, just for the hell of it.
Our business model is unusual, to say the least. Many in the bike business will say that if you want to make a million dollars, you need to start with two million. Not so funny when you look at the economics. But, HubBub’s original concept – every bike a one-off custom fit, design, and build – was virtually unheard of in 1996 when it was conceived.
We got off to a somewhat slow and shaky start, and managed to refine the idea rather well. Then we decided to move to a location we thought was well-suited to our needs.
We had high hopes and aspirations for a bright and successful future, when we opened Hubbub’s new store in Chesterland in 2004. Then, deception and a series of unforeseen circumstance, shattered all of that optimism in a matter of months, almost closing the doors before the first season was over. I think we kept going the summer and fall of 2004 because we just didn’t know what else to do. The effort to put our heads down, come to work every day, and just keep going was nothing less than monumental. The stress was nearly unbearable (and sometimes still comes rushing in with a fierceness that knocks the wind out of us).
The next couple of years were difficult but we saw a lot of progress. 2006 saw the best sales year in our history. 2007 was flat but satisfactory; and finally, our massive debt began to slowly diminish.
Then, as you might suspect, the bottom began to fall out again in late ’08. We were once more staring at that “why are we still in this business” question and wondering whether we are mentally, physically, and emotionally equipped for another trip UP the fragile financial ladder.
The truth is that we deal with the most extraordinary people. And I need to keep reminding myself that these are very challenging times for many if not most. Some clients are terrified of losing their jobs often working an obscene number of hours; some have lost huge sums of money; and some are doing quite well. Some are women, some are men; some are well-off and some are of modest means. What they all have in common though is that they consider cycling their sport and trust us as their cycling advisers.
It is a privilege and it is a big responsibility. To not take it seriously would be arrogant and an affront to those who have put themselves in our hands. The leap of faith that each must make to trust that we will deliver exactly what we promise is all the more important in times when deception and loss is so pervasive.
Over the past 12 years, we have continued to perfect our methods and the results are becoming better and better. Yet, what most of our clients do not realize is the nervous anticipation we feel each time a new bicycle comes off the workstand.
This is the moment when it all comes together – the fit, the design, the hours of conversation and discussion, and the attentive build that Brian orchestrates. We literally hold our breath as we wheel the bicycle out to its new owner and he or she clips into the pedals for the first time to circle the parking lot and then take off for a short test ride. The rewards are the smiles and thank yous – then we breathe. And when someone calls or writes or comes in to say that what we have helped them do has changed them in some positive way – allowing them to accomplish goals that they thought were unattainable - we are both humbled and proud.
So, even though we have really rough days, sometimes weeks – times when we aren’t sure how we will keep the lights and phones on or pay the rent and taxes – we roll another beautiful bike out of the shop and the magic begins once again. It is the moment that makes it all worthwhile.
Hey Diane
Good commentary on the tough financial situation for most folks. As an entrepreneur, you know how fast things can get difficult. Many of us "wage slaves" are only just now beginning to truly appreciate.
Glad I could "assist" by riding with Brian yesterday, allowing you some quiet time to reflect on this thoughtful piece. The fact that I got us lost with the resulting extra fun miles was simply icing on the cake! Map? - I don't no stinking map!!
CRS
Posted by: CRS | June 08, 2009 at 04:38 PM