Avaliable products/services 

The customer orders service at bikerunner.dk/flattire

At this page you can therefore see all products/services the customer can order “from the menu”, and it’s standard prices. For the sake of the customers paying what they expect to pay – you should stick to these prices unless there is something special about the order/bike/bought spare part. If you want to charge another price for whatever reason for a certain order, remember that the customer always have to agree to that, before you perform the repair/send the invoice. If they have not, they can refuse to pay more than it says in the order. 

Puncture repair

About 85% of all orders that come in include a puncture repair – which then would mean a patch, new tube or new tire.

If a customer has ordered a patch – you can change the tube without asking them beforehand (already pre-approved in the order). You can also change the tube based on the fact that it is raining (which makes it really hard for you to dry the glue). If in doubt about if the tube can be patched correctly, change the tube. Therefore – always bring a tube in the correct size to a patch-order.

It is different between Runners who prefers a tube and who prefers to patch. Some Runners can do a patch without dismounting the wheel (just taking the tube out of the tire while still on the wheel) in under 5 minutes – and therefore prefer that. Others almost always prefer to change the tube. Follow your own persuasion – but if the customer has ordered a patch, you always have to evaluate if it’s possible to do it. You cannot change the tube every time without even looking. BikeRunner is also 

about sustainability. Most bike shops do not offer patch anymore because of economic reasons, which forces the customers to buy a new tube anytime when it is not always necessary. And we believe in circular economy (just like most of our urban customers) – and if we can repair something instead of buying new – that is a good thing. That we offer patch, when others do not, is an argument to choose BikeRunner over others. 

If a patch order needs a new tire, you need to get approval first from the customer. Most customers say yes, if you can explain why they need a new tire. 

Bike service 

A Runner doesn’t have to be a mechanic, and therefore you probably are not able to do any repair on any bike. The “bike service” that can be ordered on BikeRunner.dk is therefore a quite light service – where the price does not include any extra spare parts. 

But it does include being able to check all vital parts of the bike, and if there are any issues with them to at least point them out (if you are not able to fix them). It also includes adjustment of gears and brakes, and giving oil correctly to all moving parts, checking of bolts etc. 

BikeRunner menu offers one bike service with wash, and also one without. See manual for the products for further instructions about what is exactly included in each, how to perform them, what equipment you need, and standard prices. 

It is important to know that a bike service does not really include fixing any actual known issues on the bike – but it is general maintenance. So if the customer present you with an actual issue that cannot be categorized as maintenance, you can always both accept/decline such a request (“not on the menu”), and if you choose to accept it – you can price it yourself. 

After a bike service, give the customer a report of anything you have found worth mentioning (in an sms, email, over the phone, or on the message field on the invoice). 

Assembly of new bikes

Assembly of bicycle

About 60% of all bikes are nowadays bought online. Most of them in Supermarkets and warehouses. The customer then gets it home in a box, about 85-95% pre-assembled. The idea is that the customer assembles it themselves – but many people don’t have the time, skills or energy for it. 

Most of the time there is both tools and a manual in the box, so you only have to bring yourself (and maybe a cover if you will assemble it outside). 

Bike accessories 

Quite a few customers that order a Runner might also be missing some small accessory on the bike – whether it be a bell, new lights, or a new saddle. Therefore we have also added these to “the menu” – because it is easy for the Runner, if they anyways will require a tube or tire – to also pick up a bell or new paddles. See manual for this, and remember that the price for accessories is of course always up for negotiation with the customer based on what kind of quality accessoires you will buy, and for what bike. But these accessories offered are also very un-complex and doesn’t really have any impact on the performance of the bike. 

“Other”

The customer is able to click “other” in the order form, and describe the issue in the comments field of the order. Always make sure you understand the task correctly before accepting such an order. Never accept a task that you do not have any experience with. Some of these orders will also be cancelled by BikeRunner after a while, since it might not be a task that we should be doing – unless we have an actual mechanic with a workshop in that area. 

“Other” can also sometimes be other vehicles – such as baby strollers (usually no problem), wheelchairs (usually no problem if it is a non-complex or non-electrical one, they have bike-like tires) or electrical scooters (we usually do not do that, you need special tools – since the tires are hard to get on/off, much like a car tire). 

There is no price on “other” – so once you have a sufficient overview of the task (maybe when you have inspected the bike), you should discuss the price with the customer before repair. If you assess the bike, and cannot do it – you can charge 13-15 euro for the assessment visit (it is a good idea to tell the customer this before you go, if you are not sure you can fix it). 

An “other” task can also be combined with for example a simple puncture. You are never obliged to do something “other” that is not on the menu – so you are also free to accept the order for the puncture, and let the customer know that you do not do this “other”. 

“Other” tasks that was not written in the order – can also come up when you are already at the bike. Maybe the customer asks you “can you also have a look at my handbreak that is acting funny?”. Same rules apply – you are free to accept/decline, and set your price. 

“Other” tasks can also be initiated by you. Maybe you are there to change a tube and notice the chain really needs oil, and you ask the customer if they want you to do that. Some Runners are really good at this – and that is great – because then we all make more money:-) Customer usually says yes when you recommend something – so an simple patch order where you think you might not make so much money, can often turn out to be very different. So don’t just go for the small orders, they often end with something else. The customer doesn’t know – they just know their bike is punctured, and not what it needs. 

The above list is not the full list of products, as it changes. You are always able to click on the products in the Runner app, and see the most recent manual for that particular product.