Life on the frontline:
#1 in a series of 6
A bike shop’s perspective -
Condor Cycles, London
Words: Sebastian Young
Photography: Sean Hardy
While most of us have adapted spare rooms, second bedrooms or a vacant table in a living room as a makeshift workspace in order to carry on our 9 to 5 work, cycle shops have remained opened throughout the Coronavirus pandemic. Deemed by the Government as an ‘Essential Retailer’ all cycle shops were promoted to the frontline.
We wanted to find out more about how bike shops are functioning during Lockdown - how easy is it to work with social distancing in place, and if bike fits were a temporary ‘no-go’?
We asked Central London bike shop Condor Cycles for their perspective on day-to-day life in store.
Q. How/when did you find out you could remain open?
A. Following the ministerial announcement on 23rd March, we made preparations to close, but shortly after discovered in the full guidance that bicycle shops were on the exceptions list.
Q. Do you think it's a good decision alongside the likes of General Stores and Off-Licences for Bike shops to stay open.
A. Cycling is often thought of as a hobby first, but it's important to remember that it's a primary form of transport for many. London's transport network is running a reduced service and it remains difficult to social distance. Cycling allows people to commute whilst social distancing, and from this perspective alone, it is positive that bicycle shops can remain open. Bicycle shops retail various safety items such as helmets, reflective wear, bells and lights, which are important and often not available in other walks of retail.
Q. What footfall are you seeing, less than normal, normal or maybe more than normal?
A. Footfall is lower than normal, which is both expected and a positive sign — it means that people are following the government's advice to stay at home. But there are customers who need us and so there is still a steady but manageable footfall. We have tried to make it as easy as possible for our customers to stay at home and keep cycling. The vast majority of products available in our London store are available to buy online. We offer free UK shipping for orders over £30, worldwide shipping, and we're trying our best to keep to our same day dispatch target. We are offering to ship any new bikes, repairs, or click and collect orders awaiting collection for free. We have also extended our free returns period as we recognise that it is difficult for customers to get to a Post Office.
Q. Any standout buying trends (other than Indoor Trainers) - N+1 refresh items (maybe handlebar tape) and Summer clothing for instance? Workshop vs sales?
A. There has been an increase in indoor training equipment, trainers and sensors. But customers are also clearly using the time to service, clean, and upgrade their bikes, and this is reflected in the number of maintenance products that are being purchased. There has been an increase in Veloforte and Clif Bar sales, which are great tasting natural energy bars. There are some definite trends, but overall there is a real mix of product groups being purchased.
Q. Is social distancing proving a problem with customers needing advice, trying on clothing and bike fitting etc?
A. It is pleasing to say that the vast majority of people are fully aware of and fully adhere to the social distancing rules. We have all quickly seen this become the 'new normal'. We are taking all necessary precautions in the store, and in particular asking customers not to browse, or try on clothing or other soft goods, as it is very difficult to sanitise these items. We are not offering our bike fitting service at the moment, but are operating live chat and full email support for any queries.
Q. What safety measures/practices does the shop have in place i.e two meter markers and protective screening at tills?
A. We have the main door closed so that we can control the number of people allowed into the store at any one time. As customers enter the store, we have latex gloves for them to put on, hand washing facilities, and tissues. Footfall is lower than usual and so the situation is quite manageable. Nevertheless, we have markers on the floor to serve as a reminder, and encourage contactless card payment wherever possible to minimise contact. Our staff work on rotation cleaning surfaces and areas where there may have been contact. For new bike purchases, we are offering an appointment only service. Workshop services are by appointment only, and we are prioritising NHS staff and other key workers who may need urgent assistance.
Q. Whether virtual link ups/conference calls with customers or just increased email traffic frequency - what route(s) is the shop taking?
A. We have seen an increased number of email and live chat enquiries, and we are on hand to respond to customers quickly.
Q. What highlights or appreciation stories has the shop experienced during its COVID-19 opening?
A. We have been able to help many key workers who truly need their bikes, which more than ever gives us a true sense of purpose. We have had lots of messages of thanks from these customers. We have seen lots of messages on social media of people taking their short daily rides on their Condors and sharing that their bike has given them the chance to exercise and relax.