Roar, Mouse, Roar

ebike category names

Levo (MTB), Creo (Road), Vado/Como (Hybrid), Globe Haul (Cargo)

Optimal cadence for motors

75rpm (basically, tell riders to keep their cadence up, to get a level power output)

How to void a warrenty for an ebike motor

open it up!

Two types of ebike motors

full power vs SL

What happens in the motor around 80 rpm?

The power output levels off. Your motor has a peak power ouput that you sort of work your way up to as your cadence increases. As cadence increases, power input increases, pretty linearly. The idea is that you “get up to speed” and then sort of stay there. Most people naturally pedal closer to 60 or 70, so picking it up a little will help you stay at that steady power output. Sticking at this cadence actually will also take some stress off of your joints. Obviously, staying in this zone is a good way to take care of the motor, too, so it’s delivering a constant output and not revving up and down. You’ll also get more range this way, because the motor won’t be wasting time.

Which two rider inputs does the motor sense?

torque and cadence

Diane Davis

South End Rowing Club member

Possible benefit of S vs cheaper e-bikes?

more natural ride feel as far as motor assistance “you but faster”

UPT goal

4+

Three parts of CAN system

Joke question

Common issue for charging

Magnetic female end picks up metal and deposits it in the inside of the port.

What does CAN mean?

No idea what the acronym is about, but these are the components required for the system to turn on.

eBike doesn’t turn on. First step?

Try a known, working charger. If that doesn’t work, using a range extender can also tell you things, to see if it’s a battery problem.

How to preserve battery health?

keep out of hot areas; don’t charge to 100%

what are the two e-bike troubleshooting resources?

for Globe, specialized support + for other, Turbo studio

Payment Process Initiator for a customer who is probably not in the system

May I send you an email receipt? (every word in this phrase is important)

If the person is not interested in an email receipt, and things look pretty transacational..

Just use tourist

When do you open the doors?

At exactly opening time

Service Pickup Process

-retrieve the bike from the back

-remove tag and paper

-navigate to service → completed work orders

-(be aware that there may be multiple work orders there)

-”complete” the work orders

-take payment

What should you ask the rider to do before coming in for an eBike handover?

download the app!

After test riding, model decisions, good way to move forward

Is there a spec or color you have in mind?

When a bike has been built, what are the next steps?

Reach out to the rider to schedule a handover appointment (mark on sheet), hang up the bike, add serial number to the special order (if a Roaring Mouse order) or to their customer notes (if a CnC order)

If someone calls with a service question, and you don’t know the answer

Mention 15-minute walk-in and service booking. Try to schedule them. Let them know that they can bring the bike in within a week of the service date to get a read on it and see if any parts need to be ordered.

If someone calls, and you’re not sure what to tell them

Get a name and number and a few notes, and have someone call them back.

how do you schedule a service appointment in litespeed?

Find an available date, change to “appointment,” add type of service in “hook out”, add a left-side note with your initials, go back for that day and reduce the number of hours available.

how to string a bike

string it up, grab sheet of paper from the box

password for shop computers

935Mason935Mason$ (could also be 934)

for someone who you know is in litespeed, don’t ask to email a receipt, instead

just tell them that you did

How to lean bikes

With the back wheel

How much do you owe Brendan if he puts up your bike?

$50

After you do a second test ride

Add serial number to litespeed (hit check out if RMC or in notes if CnC), send message to rider, un-highlight in build list, mark on bike and set aside (if you hang it, make sure to display the tag so that it can be read from below).

What is the price limit for transfering a bike?

2k (so basically no Allez)

If you can’t find a bike for transfer or in B2B, what’s the third (worst) option?

InCycle (they can order it to Roaring Mouse)

when a bike goes into stock here

it gets a hangtag and a box, which each have two labels— the barcode label and a written-on label with the SKU and serial number. the box goes in the back

when checking in inventory, you might come across a warranty item

check B2B, warrenties, and make sure not in a purchase order

when checking in items, if an item is a special order for Roaring Mouse, make sure you delete the special order, so that…

the items get added to inventory

It’s the end of the day, and you’re looking to leave, what’s a good job?

Check for recycling and trash

You’ve got a minute in the morning. Tires are solid. What else can be done?

Tubes!

If you’re checking in an item, and it’s for a build of a new bike…

you ought to write on the build sheet to build with [part name]

How do you store a bike on the rack?

in the lowest gear in the back

How long does a SRAM battery last?

60 hours

What does a green light tell you on the SRAM battery?

you’ve got more than 25% of the battery remaining (at full health, that’s 15 hours)

What does a red light tell you on a SRAM battery?

If still, then 10%-25% remaining. If blinking, under 10% remaining

How long does it take to charge a SRAM battery?

About an hour

How do you shift between big and small ring on the front, with sram etap?

press both levers at the same time

SRAM etap downshift back cog

right button

SRAM etap upshift back cog

left button

If you’re “addding a serial number” to a bike, where do you put it?

If special order or layaway, hit “checkout” and you’ll be prompted

do we allow people to try saddles?

Nope, we will measure for correct size and sell. You can do a few 20 minute rides to feel if it’s all good. If not, we can do a return if it is all new condition. So, please don’t ride on dusty gravel.

Do we do bike fitting?

No, we help you find the right size frame, and we suggest you see a fitter to make microadjustments— (shouldn’t this be the other way around)?

What’s the code for the fancy ebikes by the door?

3218

How do you finish out scheduling a service?

did you add a note so techs know what’s up?, have you subtracted the amount of time?, finally “text quote” to rider

Someone comes in with a question about a part on their bike. How do you proceed?

Ask them to bring in the bike so that we can check out parts compatibility, before giving them a quote

How do you transfer a bike?

First, check inventory. Next, call the shop and ask if they’d let the bike go. During the call, get an email address. Then, get a deposit from the rider. Add the SKU to special order to do this. Then, make the transfer on litespeed including a note with the email and SKU. Then send the email.

If you check in an item that’s on a workorder for an “open” service (not an appointment), what’s next?

make a note in the workorder, CHANGE the status of the workorder to “open,” and verbally (or over email) let someone know it’s here

How do you make an estimate?

in workorders, it’s a workorder type

if you speak with someone about a bike and they’re not ready to move forward, how can you finish the interaction?

get their information and offer to send them a link with the bike

How much, roughly, do we charge for builds?

$450. There’s also a $150 build consultation fee, which will be refunded if the rider goes through with the build.

Is it important to clock in and out at exactly the half hour mark for your lunch?

Yes, actually. Otherwise, Brendan will adjust them. You can go quicker on a busy day, like Sunday. Otherwise, set a timer.