Refund ??? Refund ???

Every once in awhile I have had to cut the cord with a customer ( or them with me..). I used to think that maybe this person who ordered a bike frame from me might be mentally unsound or just playing some sort of sick control game with me and possibly other craftspeople types . That's what I thought, until recently. A client/builder relationship is not unlike a friendship-trust is a major part of the relationship. The client must trust that the builder will do his or her utmost to satisfy what the customer ordered. Conversely , the builder must trust that the customer is being clear in what they are requesting and is acting in good faith, i.e. not going to flake on payment when the frame is completed. Both parties are taking a bit of a leap of faith-if either is unsure of the other, that is when the whole exchange can go south. So here it is, years since my last unfortunate aborted transaction with a clearly displeased customer......suddenly it hit me: Maybe this person was not insane...maybe they really weren't playing any kind of sick control game at all. Perhaps the issue with this customer is that they didn't trust me, the builder. Even though it has been a long time coming, this realization about trust ..but now I know why I couldn't satisfy them and also I know why I came away comletely insulted. I would like to think that I, like most of my framebuilding brethren do our utmost to make the customer happy. I also need to point out that when some of us do make an error we do all that we can to rectify the mistake in a timely fashion . While most of us do not advertise that we fix our flub-ups quickly , I believe it is an unspoken code that customer service is what sets us apart from larger companies and/or unethical practitioners of bicycle frame construction ( Names witheld to protect the cheeky bastards ) . Sooo.....here I am, thinking I'm going to build this customer the best frame they ever had and whammo.......the customer isn't happy, sometimes before I have even lit the torch ! I recently sent a deposit back to a customer who I spent quite a bit of time with in person and on the phone-all the time I was talking to this person I got the feeling that he/she was having a terribly hard time commiting to an order or even a design for the frame. I always tell people who appear this indecisive that perhaps they should not order a frame until they know exactly what they want . Now I know that indecision on the part of this customer was only a symptom of the greater issue: This person didn't trust me. Even though the customer clearly did not trust my ability to build what they want in the time they had envisioned , I recieved a deposit from the customer, albeit about three months later than I was told I would. In that three months I had accumulated about thirty orders , so the three and one-half month waiting time I had qouted the customer was out of the question. I phoned and left the customer a message on voicemail that now the frame would not be ready for perhaps four to five months. I gave the customer two weeks to reply as to weather this was acceptable ( if not I would send the deposit check back ) and then deposited the check. In a couple of days the customer called me and said that the check had cleared but that he hadn't given me the o.k. on the additional waiting time. I waited for another couple of weeks and then the custome called to have me refund the deposit, which I did immediately. I also sent back all the fit info so that it could be put to use by the other builder who would now be building the frame that was no longer my responsability. I was seriously scratching my head over this whole episode when it dawned on me that the indecision, the long delay in sending the deposit and the delay in getting back to me with the final solution were the red flags of mistrust on the part of the customer. I can understand that it is a big leap of faith to order a frame from someone you might not know personally but people do it every day . What I don't understand is why someone who clearly didn't trust me sent me money ..........it makes no sense . I'm not a mental health professional and some would say that I could benefit from a little analysis myself - this stuff is beyond me . I close with this : To all those untrusting individuals I say, go ahead -don't trust me.....pass me up as your potential builder, please ! Just remember that unless you are building the damn frame yourself you will indeed have to suck it up and trust somebody . Good night and good luck.

Have a nice time at the show for me.......

Yes, the NAHMBS is almost here and I for one am not going to be there. Don't think that I'm dissing the show.....it is the best of its kind in the known world, it's just that my energies are best spent in the shop rather than out at a show trying to wow people. I may sound like a whiner , mr. sour grapes and all that but the reason I'm not going is because other than seeing all the great work and getting to hang out with some of my favorite folks , it isn't a place where I'm going to write orders, wow people.....there's just too much other 'bling' that I can't compete with. I read on one of the forums about some guy deviding builders into two catagories. One catagory was "boring builders'. These are builders who don't put long stainless steel logos on their downtubes, don't build with ornate shiny bits and might only weld thier boring bikes and powdercoat them one measily color. Hey....that's me ! I'm officially a boring builder. People walk the isles of the show.....walk....hmm, down an aisle....... of bicycles-wait.....bicycles......what about riding the bicycles ? Does anyone do that at the shows ? The only riding I ever did at the show was to transport a bike to the photographer or to the lecture I was giving that day . Nobody rides at these shows. No trophies are awarded to any bike based on the way it rides , yet riding is what bicycles are for ! But noooo....these priceless works of art are to be looked at, worshipped and spared the indignity of being ridden . Often I see bikes that were obviously one-off labors of many hours of concentrated , commited painstaking work-the kind of work that only a hobbyist could find time to do. This pretty much makes the working stiff framebuilder , the guy who makes bikes for people that ride them , a boring framebuilder by the standards of at least some of the viewing public at the show. O.K. , I agree. My bikes will not wow you visually and since you will not be able to ride them at the show, you won't be able to judge that favorably, either. I see the show evolving into something of an exhibit for the obsessed. Hey, the custom bicycle market depends on the obsessed so I heartily endorse their obsessions and am glad the show exists to give builders a venue to display the stuff these people long to see. I can't compete with someone who is willing to put more time into filing one lug than I put into building an entire frame. That said, I don't want to compete with these folks......I willingly concede defeat. What is my concellation prize for losing this battle ? I'll bet you already know that..........

Test scores

O.K. , folks. If any of you actually bothered to do the quiz, here are your scores for each answer. The higher scores are awarded to the answers that I feel reflect the reality of building frames and not the fantasy. Pretense and negativity do not merit high numbers, even though so many of you champion both of those questionable attributes.

A one-point score indicates almost complete culelessness

A two point score indicates an almost imperceptable glimmer of grasping the concept.

A three point score shows some understanding , but clearly not the best choice.

A four point score indicates that this answer will work in a pinch.

A five point score means that you get it, whatever that may be.

A zero point score really isn't worth as much print as I have given it.

#1. A= 3

B= 3

C=4

D= 5

#2. A=2

B=3

C=2

D=1

E=5

#3. A=2

B=1

C=1

D=5

E=1

#4. A=1

B=1

C=1

D=5

E=2

#5. A=3

B=1

C=0

D=5

E=0

#6. A=2

B=0

C=5

D=1

E=1

#7. A=3

B=4

C=2

D=0

E=0

F=5

#8. A=3

B=2

C=5

D=0

E=3

In depth explanations of the reasoning behind the scores is something I have considered but I really don't want to waste your time unless there is a groundswell of enthusiasm.

A score of 40 indicates that you have a grasp, or at least my grasp of the framebuilders reality.....well done, bucko.

a score of 30 or more means that while you may have the grasp, you also think that there is some wiggle room with the rules, which there is, just not for me.

A score of less than 20 would say that you and I should never meet, at least not without a moderator or legal councel present.

Don't take it personally if you don't get a high score........taking this stuff personally is what drives the negative shit-circle that much of the chat forums have become. My advice ? Don't stir the shit........it will get on you and eventually all over you.

This is only a test......

So you want to build frames, eh ? Maybe you don't want to build frames.....maybe you already build frames....heck , I don't know why you found me but you are here and you can check out this questioneer I have come up with. This multiple-choice quiz was inspired but the NYC bike snob's Friday quizzes - the difference is that his are funnier. The quiz I am offering up is for aspiring framebuilders or anyone who wishes to waste a little of their time with the following questions. You won't win anything no matter how well you do at the quiz and I'm sure that whatever I believe is the correct answer to any question might be up for debate-then again , this is my blog so I get to be the supposed authority , for what its worth.

So you want to be a framebuider ? Answer me this:

#1. If you were to build frames for a profession , what kind or style would you build ?

A. Lugged, classic style.

B. Welded steel

C. A variety of materials depending on use.

D.The kind that sell.

#2. How would you set yourself apart from the myriad of builders out there in the trade ?

A. Make your shop a 'destination shop' with a nice area with couches and an espresso machine.

B. Get the latest fitting method with all the most modern bike fit equipment.

C. Have a super organized space that exudes an organized , professional approach.

D. Have custom logos and fittings made for your frames that nobody else can use on their frames.

E. Actually do what you say you will do and be truthful.

#3. If a client comes into your shop, how will you go about selling your product to the prospective buyer ?

A. First, point out what notable feature(s) set your frame apart from the other builders.

B. Let the customer know that they really have arrived at the place where dreams are realized.

C. Ask them what they want, then tell them what you think they need.

D. Listen to what they have to say, then offer up some suggestions.

E. Tell them that you have limited time and that they need to make up their mind quickly as you have several years worth of orders to fill.

#4. What do you do if someone asks for some sort of frame that you don't know how to build ?

A. You tell them that they are asking for something really stupid.

B. You refer them to someone you know will build them a total piece of shit and that'll teach 'em.

C. You ask them why hell they came to you with this request and then show them the door.

D. You make an effort to find a compromise between what they are asking for and what you can build for them without going out of your comfort zone.

E. You take the order and learn how to build the frame , even if it means you are getting involved in a potential career-ending time-toilet.

#5. What do you do if someone has issues or a complaint with something you built for them? A. Tell them that you will do anything to rectify the situation except for a full refund.

B. Educate them as to what is proper and what is not proper with bicycle frame construction and assure them that what they are complaining about is not your problem.

C. Hide somwhere in your shop where you are sure they won't find you.

D. Do your best to fix the problem but if the person becomes abusive and/or irate offer them a full refund.

E. Move your shop and don't give a forwarding address.

#6. As a bicycle enthusiast , you would most like to :

A. Build frames all day long, every day.

B. Yell at cars as often as possible and let the world know that they need to share your road .

C. Go for a ride.

D. Spend time on the internet discussing frame building.

E. Smoke cigarettes while riding backward circles on a fixed gear.

#7. If you go on the internet framebuilding forums you are primarily :

A. Checking out the gossip.

B. Wanting to find an answer to a framebuilding question.

C. Wanting to show off your latest project.

D. Looking to argue and be abusive, particularly to the newbies.

E. Needing to show that you are right and that they are wrong.

F. Wanting to exchange useful info with non-deranged like minded folks.

#8. If you don't know a procedure, what do you do to learn how to do said procedure ?

A. Go to the forums and ask the folks at large.

B. Just figure out by trying things in your shop, caveman style.

C. Find a more experienced builder and ask him/her how it is done.

D. Go check a number of sources and authorities , then disregard all the sound advice and figure it out for yourself because you are a genius and they are not.

E. Find a way to live your life never knowing.......

Well, Folks-that is your quiz. I'll be posting what I think are the best answers and there will be point values for each answer. A hig score means you think like I do which may or may not serve you well-it depends on what circles you travel in. Good luck and happy new year to all.

Embarassments of poverty

If you are like me, and if you are lucky you probably aren't, you run a buisness all by yourself.Don't get me wrong.....I'm fine with it and it suits my abilities and inabilities: Ability to amuse myself while working diligently......essential. Inability to work for other companies that will likely have a heirarchy and tyrant boss of some sort......well, it got me here. So here I am, all by myself in my shop building frames. How long can it go on ? How many can I produce ? In the grand scheme of things, not all that many. This is the case with just about every small framebuilder......limited life of the builder and therefore, the buisness-hence , limited number of frames produced. It always warms my heart a little when I see one of my frames on ebay or craigslist described as "rare". Of course its rare, compared to a Trek. For small builders to offer a "Limited edition" is kind of silly.....they are all limited editions ! I can understand the need to produce an "Anniversary" model that signifies a milestone in one's career as a builder-I built one to celebrate ( or perhaps rue..) my 25th year since I built my first frame. The bikes is all assembled and hanging in my shop. Did people line up to buy it ? No.....so the 30th anniversary came and went without my building a commemorative frame.....I don't have the time, I guess. Maybe if I make it to 50........It is because of our short lifespan and miniscule production relative to large companies that some builders attempt ( and some succeed ) to establish an "exclusivity" about thier brand .......just like beachfront property or admission into one of those clubs that only people on the 'list' gain entry to. In reality, the person who writes the check gets the frame-at least that's all it takes to get on my list. My exclusive club has but one requirement.....just pay me for my work. Sure, custom frames are not cheap and the wait can be long, but a $ 350 deposit gets you on the list.....you don't need to be a certain age, you don't need a full head of hair, I won't ask you to write an essay on why you and not someone else should deserve to get the next frame I produce. There is no special handshake , there's no drug test......really, if you want a frame built and have the money and are willing to wait, you qualify. The whole concept of feeling special or elevated above your fellow cyclists because you have such and such's frame makes me a little ill. Heck, if it is a great frame and it fits you well and you are happy with it, definitely be proud of it....just don't expect anyone to bow to you as you ride by. I do make exceptions to my take on things here-there are a few guys who only produce a few frames a year and the artistic content of these masterpieces is undeniable. Even still, these few artisans will insist that it is still a bicycle made for riding foremost.....even if it will someday wind up in the Smithsonian. To end this rambling rant, I'll say this : Shows that promote bike building get a thumbs up from me. Shows and businesses that portray framebuilders as demi-gods and leaders of super-exclusive members only clubs don't even get a thumbs down from me.....they don't even get a thumb.....I need it to hold the welding rod, anyway. To these self-important strutting gasbags I ask " When your career is over, how would you like best to be forgotten ?".........I'll bet you won't be forgotten like me !

Don't thank me...

Every day I come to my shop and get to work , building the next frame or doing some sort of repair or modification. My day started out typically-I had a frame that I had started the day before and needed to finish it today or else I would be falling behind my self imposed shedule. The more efficient I am, the more money I make and the sooner the customer gets the frame-this is why I work many hours without thinking about who I depend on for the stuff that makes my job easier....sometimes making it possible at all. Today was a day where the lightning bolt hit...all of a sudden I realized that this particular frame was coming together really well and inspite of my need for expediency was actually fun to build. This isn't to say that framebuilding is normally not a fun thing , but it is often hard work with many chances for frustration. This brings me to a subject that is often on my mind: Good materials for small builders are not something that large companies want to produce any more. One by one the large companies that used to make quality stuff for the US market are deciding that there isn't enough profit in supplying small framebuilders , now that the large bicycle companies are all having their bikes made in Taiwan or China. With this being the case small framebuilders have a real problem looming in the near future.......the stuff they depend on to build with may be soon an extinct species. The solution ? Build the stuff here-and fortunately, there are a few folks still willing to do this. These folks are heros in my book because they don't care about the bottom line as much as they care about this symbiotic world of suppliers, builders, painters and others. The frame in the picture has yokes and dropouts designed by Mike Aherens. Mike's stuff is what he uses on his own bikes but he sells these excellent fittings to anyone who wants to build with them. I could not build this type of frame without Mikes stuff. Another US manufaturer of framebuilding suppies is Mark Norstad of Paragon Machine works. Nearly every frame I build has one of his bottom bracket shells , made right here in California. Paul Price of Paul Components makes a terrific steel track dropout....it isn't a product he makes a lot of money on -he makes them because builders want them . Kirk Pacenti may have his lugs and BB shells made overseas but he creates them for US builders for the most part. Hank Folsom of Henry James has been having lugsets cast in the US for thirty years and sells the last US made tubing, True Temper. These folks are going out on a limb financially to keep a small industry alive and none of them are getting rich . While large bicycle companies go away from metal frames in favor of carbon fiber ( No need for skilled labor such as welders or machinists ) the folks that make supplies for the small builder see value in sustaining the craft . Carbon fiber bicycles are very popular but they are probably the least green bike available. Metals of all kinds can be recycled and some can easily be repaired. This is not the case for carbon fiber for the most part . Essentially ,every carbon fiber frame is destined for the landfill. Today I though about that.....and the folks I depend on. I hope you all are thinking about it as well.

being there

It's 10:17 p.m. and I just got home from the shop. I got there about 9:15 a.m. - a long day by my standards but there was a time when my days at the shop were often this long or longer. When I still was working out of my garage and didn't have the array of machinery that I now am lucky to posess I would work long into the night, brazing frames together. I was so slow that it took me a week what I can now do in a day. This necessitated marathon work days that could go from 8:30 a.m. until 11:00 p.m. . I remember one night with the torch in my hand looking at the thermometer in my unheated garage one winter night. The thermometer read 28 degrees......I thought that the next time my dad would tell me about bad working conditions that he had endured I would tell him about this night. There was a difference, though....my dad was working a job he didn't like-I chose this job and here I was, reveling in how much it sucked. I could complain about how long the hours were and how low the pay was and the fact that the shop was filthy, unheated and not altogether pleasant.....trouble is I was a victim of myself. While I remain dedicated to what I'm doing still , I can spend the hours, answer the emails and phone calls , think that I'm doing a great job...then I remember-I have a repair hanging above my bench that has been there 11 months. What about that handlebar stem I promised earlier this year that never got built ? How about the bike shows I had to miss because I didn't want to interupt my work routine ? Or today....a brilliant blue sky that I didn't hardly bother to look at because I had so much work laid out for the day ? Or the many bike rides I missed because I was building.................Bikes ?!? This line of work demands that one be present and accounted for. A lot of work does but when you are a one-person operation the pressure to be there is substantial. I have no children. I'm not going to ever have children....nobody to continue the insanity I started, my bike framebuilding buisness. The bikes are my children.....hundereds of them. Some day ,maybe thousands -if I keep at it another ten or fifteen years. I had somebody ask me " How do you keep doing the same thing every day ? Don't you ever want to try something else ? " The truth is that it's not the same thing every day....it changes, challenges, infuriates , trancends , evolves , falls apart , redeems , repels , flounders, defeats , reveals , mystifies , becons. If this weren't the case , a lot less people would want to try it. Once tried , the test will go on and on and one's presence and focus will be the difference between being on the outside or being immersed in the craft . It isn't about arriving somewhere or attaining something-it's about maintaining something. Its work-it goes on only as long as you are willing to be there.