From yesterday's entry about our tandem ride you may have the impression that it was all a grand day out. Mostly it was, but the only disappointment of the day was a bit of a surprise: the local bike shop.

I'm not going to name the shop because I've heard plenty of good things about them elsewhere, and I'm inclined to think that our unfortunate event is not indicative of their overall level of service.

Regardless the problem was that we were allowed to hit the road on a hired bike without some fundamental equipment, like a bell and basic repair gear. Of course I should have asked for these things to be supplied before we left, but frankly my mind was more occupied with how we were going to control the damn thing, so we were well into our ride before I noticed we were without them.

Normally this wouldn't have mattered but we got a flat on the return leg and, lacking the wherewithal to repair, we had to walk back. No real drama, but it wasn't what we'd paid for and having a repair kit to hand would have made it OK. Our mood was not improved when on our return to the shop, our inconvenience was treated with complete ignore.

Of course, punctures can happen at any time and we wouldn't blame the LBS for that (and indeed, their legal disclaimer doesn't allow us to do so). But we can blame the LBS for leaving us under equipped, thereby exposing us to discomfort and inconvenience.

So, by way of a service to the industry, I offer a few thoughts for operators who hire bikes:

A hirer is possible repeat business.
Just because someone is hiring today, doesn't mean they won't come back and buy tomorrow. But drive them away today, and you'll never see them again.
Maintain and equip your hire bikes as if they were your own.
Make it easy for your customers to enjoy themselves—half a page of legal mumbo-jumbo shouldn't excuse you from caring about your customers' satisfaction. See previous point.
If something goes wrong, give a concession of some sort.
Sure business is tough, and I've no idea if the returns on hiring are good or not. But if something unpleasant has happened to your hirers give them something to make them feel better. It doesn't need to be big or costly—think creatively and it won't cost you anything at all.
A customer should not walk away from you feeling dissatisfied. See the first point.

[And while I'm at it, answer your bloody email. If you're going to publish an email address on the web, endeavour to respond to incoming messages within 24 hours. If you really can't do that, don't publicise your email address. I'd prefer to email you but I don't mind making a phone call—all I really want is a prompt response to my enquiry.] Again, let me say that this minor incident was really no big deal to me, but maybe it should be for the industry. Surely bike hire is a significant way through which people first experience (or are reacquainted with) cycling? And if an LBS can hook those people with excellent service they'll come back again and again, credit card in hand. But disappoint them with a bad—even mildly negative—experience and you won't see them again. So even if the returns aren't really very good on bike hire itself, don't forget the long game.