Spokes & Strategy episode 13: Where Service Gets Rebuilt
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Spokes & Strategy episode 13: Where Service Gets Rebuilt
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In this episode of Spokes and Strategy, Brandon Morphew sits down with Colin McKenna, GM and partner at Colonial Bicycle Company in Portsmouth, New Hampshire. Colin shares how his team made a bold operational shift, eliminating service appointments entirely and what happened next.
They dive into modern bike shop service, focusing on clear communication, better systems, and creating a smoother customer experience. Colin breaks down his approach to upfront assessments and time-based scheduling, and how those changes have driven real growth in labor revenue.
The conversation also explores bigger-picture themes like retail strategy, staff development, and why community building is essential to long-term success in today’s bike industry.
To learn more or connect with Colonial Bicycle Company:
colonialbicycle.com
Instagram @colonialbicyclecompany
Facebook @ColonialBicycleCompany