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Anyone who's ever tried to press a standard screwdriver against a Phillip's head screw knows the importance of having the right tool for the job. With bicycles and components becoming more specialized all the time, having the proper tool at hand for a given repair has never been more important. Having the right tools helps in several ways:
Increased Customer Confidence.
Let's be honest cyclists can be very protective of their bikes; among the things that will quickly erode customer confidence is seeing a mechanic tackle a bottom bracket install with a block of wood and a rubber mallet. With today's ever lighter carbon frames there really is no reason to resort such medieval measures when high-quality precision tools are available. Having the proper tools lets your customers know that your shop can tackle any mechanical issue they may have.
Quicker Turnaround Time.
A good service business is becoming critically important to a bike shop's success. Bike shop owners know service is where you make your money. Having the right tools at the right time can make all the difference. Searching the shop for the proper tool, or worse yet having to special order a tool while repairs are put on hold not only inconveniences the customer but eats into valuable service income. Bikes hanging out waiting to be repaired are not bringing in money, they're just taking up space. Why waste time running around looking for the perfect sized socket to install a sealed bearing when what you really need is a sealed bearing press.
Less Stress for Mechanics.
Not much will drive a mechanic crazier than running around for half-an-hour trying to find the right tool, or cobble together a tool, to do a thirty-second job. Stressed out mechanics usually aren't happy mechanics and unhappy mechanics don't tend to stick around long. Quality and continuity in the service area is key. A well-equipped and staffed service department only adds value to the services you offer.
With so much of a shop's income being reliant on service an investment in having a well-equipped service department is an investment in a shop's future. Well trained and equipped mechanics help keep their customers on the road or trail longer, inspire confidence, and build loyalty to your shop.