Meeting with Heidi:
Move staff notes to blog (use labels to organize). Include a document/checklist that lists our relationship with people holding our cards (Inn at Langley, etc.)
blog post - what to do when a bike fails during a rental (info. about road side service, trouble shooting over the phone…) Under Operations Manual heading
July 8 Gina
Picked up binders and folders from office in KC yesterday. Organized them today. Blank forms are in labeled folders on a shelf to the right of our work station. Binders are there too, labeled with completed forms.
Also, let's start a list of places that are holding our cards.
Inn at Langley
Langley motel
Saratoga inn
Star Store
B and B on fifth
Campground at fairgrounds
Langley pizza, star store
KK visitor kiosk, fitness center, pickles
Mukilteo coffee roasters
Bayview Bekah stops - Blooms, Farm and Garden Cafe
Langley marina
Bistro
Country cottage of langley- 6th street
Quintessential - new brochures
NWLA
Other places to bring our cards to:
Farmhouse B and B - 2740 sunshine lane clinton
Eagles nest inn - 4680 Saratoga road langley
AshINGTON MA OR Inn - 5022 Langley inn, Langley
Bells beach b and b- 3778 south bells beach road
Lapis lane guest house-3645 lapis lane, clinton
Marty place at strawberry farm, langley-8778140503
Villa Isola b and b-5489 south coles road, langley
Anchorage Inn - 807 north main street, Coupeville
Blue goose inn - 702 north main street, coup
Spinnaker tea garden b and b- 1872 west Arnold road coup
By the cove suites - cover and and grace streets , coup
Captain whiskey - 2072 west captain whidbey inn road, coup
Compass rose b and b - 508 south main street coup
Bay breeze cottages - 5660 south double bluff, Freeland
A LA Provence b and b-5717 mutant bay, Freeland
Harbor inn , 1606 main street, freeland
Kristi ends b and b inn-1405 rolling dr, freeland
Whitney wayfarer Vaca rentals -5491 Bayview road (drop in mailbox for kelly)
Spring hill inn-24811 hey 525, greenbank
Yoga lodge-360-678-2120
July 9th AM Bekah
Callahan started the day saying that we should move to the Whale Center. There is a space there where we could have other bikes and an office space for $300/month. Every day he confronts me about how this arrangement isn't working for him and hurting his business.
On the upside, I have been posting on my personal social media accounts including Facebook and instagram (yesterday's post got a lot of attention). I did distribute cards to Bayview where they have a spot for cards along with Blooms who has live music on the weekends and Bayview Farm and gardens which has a lovely place to eat. In addition, hand bills are at Langley Marina and encouraged on Saturdays as the bus in no longer operating.
Gina, would you be willing to put the phone and/or tablet on the charger at night. Both have too little power to be used without being plugged in this morning. I think the phone would be the highest priority.
July 13, 2015 Bekah
I came down to prepare at noon today for a 1pm rental. The customer arrived dissatisfied that we weren't able to accommodate them on Friday when they tried to find us. Not taking cash was another hiccup for them. They were given the Drews list discount with consent from Stefan but were concerned about leaving their handwritten credit card info. Again after discussing with Stefan we agreed to return it to them after the ride. They were giddy by the time they left.
I'd love support in finding better words to use with customers about the choice to hand write the card information in combine with scanning it. Please advise.
Handwritten credit card info form: people must fill this out. Reassure them we have a shredder upstairs in the office and we will shred the paper as soon as they have returned from the ride, and we have inspected the bike.
This is simply security for us. If you want to tell them something else, say that some rental
Callahan apologized to me for his behavior last week and shook my hand. We are welcome to be renting bikes out of the back before we get our new space. I put the sign out and talked to two potential buyers and two potential renters for tomorrow morning.
Customers reported technical difficulties with Easy Motion #2. It shut off three times while going uphill and gave the error code of a triangle. She said it was jerky as she rode. Problems began after an hour of riding.The other rider reported that the saddle bag hit the back of her foot. She really moved the lock to her friends' bag and moved the bag back but still had problems. Despite the challenges, they were happy with their adventure.
One charger left at Callahans. I need the extension cord back and another charger if possible. I'll charge one now and the other in the morning.
I am sending an email regarding follow up for customer who wants to buy a bike.
July 24, 2015 Bekah
Blog - Info about commons:
Closing for WIEBR will be earlier than SWC on Fridays and Saturdays when The Commons closes at 7pm. They don't anticipate it being a problem as most people enjoy sitting outside when the weather is nice and the back room is not used much at that time. After
Put in Operations Manual (done):
The shredder is upstairs. Brandi suggested we never leave the phone and tablet in the back room, especially when they remain open after we close. I'll put them upstairs with the shredder so they are safe for the night.
They've asked us to keep the floor tidy in the back as bikes come in and out. Brandi the manager will show Gina where the broom and mop are. After set up each morning, clean floor.
***we need more flyers...it's possible all 500 have been distributed.
Missing: chargers, three hole punch, tags, bike maps
Put in operations manual (done):
1st Tuesday of the month at closing--store bikes in front room at SWC if SWC is using the back room for an event. Or any other night they may use the back room for an event.
July 25 Gina
I didn't mind putting the charges in over night. However since we are a green business I suggest that we do it while we pack up for the day and do during the lunch break (upstairs). This should be more than enough time to recharge.
Callahan came over very upset about his name being used so I requested that Heidi take him off of Facebook, website, etc ASAP. Heidi and I will work on changing card.
Rental contract delivered. In white folder.
We need:
1. Zip ties for bike signs--on bikes
2. Back soon sign
3. Sign on a post
4. Permit
5. Bike rack with ground screws - for the back
6. Umbrella
7. Press release
8. Clip boards
9. Join chamber
10. Velcro
Replaced postcards at Saratoga, Star Store, left a couple at Inn at Langley. Need to call to request to leave at Inn and Langley Motel. Nothing at Village Pizza.
Old cards now have white stickers covering Callahan's name and address. Will get new ones but let's distribute what we have to people who come by and know where we are. We'll take new ones to locations and then use them at SWC when we run out of the old.
Stuff in bins and we still need a bin for the helmets and bags to keep them out of the rain.
July 27th Bekah
Put in operations manual (done):
Visual Voicemail: if someone leaves a message on the phone, it won't show up in the call log or display that we missed a call. Click icon for visual voicemail to check for messages.
Fyi, Phone was at 40% this morning. I could not hear the ringer while the phone was charging by the window.
#6 Easy Motion had to be brought back by a rider today because it shut down. We talked about braking and pedaling at the same time but the customer couldn't get the bike to turn back on at all. Eventually, they got it back on but it continued to shut off. I traded them out an Ohm. This happened previously with EM #2. Stefan says we may phase out the Easy Motions.
July 28th
For operations manual (done):
When charging batteries make sure they are not in the direct sun.
Take batteries out to charge by front window outside. Do not park bikes by window right outside the building. Our agreement with The South Whidbey Commons is to use the bench.
Please remember to put away the sign at closing.
Do not leave keys in the locks at closing. Put them in the top of the tote with compartments on top. Return to locks in the morning when setting up.
July 29 Gina
Bikes have been exchanged. No more old easy motion. Two new easy motion (rides bouncy) brands with Bosch motors. The Lapierre is top of the line, superstar in europe. It has torque, case sensing, no throttle. Battery is encased with chain. People feel like superman on this bike versus Om WHICH IS JUST TORQUE and has more of a pushing sensation. Other one is a different version of easy motion with bosche. Experienced riders go on the Pierre - smoother ride.
Put in operations manual (done)-
bike technology :Torque sensing vs Cadence sensing
David booked an app for a bike, maybe two for this Friday at 11. Drews list, so list 30% discount. No credit card taken. Sue larson,
3602217918.
July 30th Bekah
Put in operations manual (under list at end of the day, places to check to put everything away)
FYI...Tote with water bottles left under bench with banana peel trash. Power strip left plugged in at the wall.
New Easy Motion bikes not charged. Stefan has them in his van and will bring them.
Put in operations manual (done):
Heidi has asked that the keys not be stored in the bike locks at night but rather in a separate box - store up with phone or in tote.
Do not rent bikes until you get the okay from Stefan. Waiting on insurance folks to give the go ahead.
July 30 Gina
3 Bosch chargers delivered. OK to rent bikes per stefan.
Key inventory:
#1 - 2 battery and 2 lock
#2 - ditto
#3 - Lapierre - 2 Battery and no lock
#4 - 2 battery and two lock
#5 - 2 lock keys and no battery key
We need to start logging bike rentals in the spreadsheet doc.
Heidi is working on an umbrella stand, sign permit, and camping chair.
Put in operations manual (done):
Phone = under log. green arrow is incoming and red arrow is outgoing. To hear voice mail look unDer visual voice mail icon delete after responding to message. Any messages left in phone are not complete. Please write on phone log (blank page on clip board ) what person on next shift needs to do to complete phone message.
Put in operations manual (done):
Person who is closing on the 15th and the last day of the month, at the end of the day, take a picture of time sheets and send to Heidi asap. Keep original in file (Heidi will retrieve and bring blank sheets).
July 31st Bekah
Pens!!!!!! May we please have some more pens?!
There is a special running on Drewslist that allows a solo rider to go out for 2 hours for $35. The first I knew of this what when a renter was upset by the cost when I went to charge her. I'm writing this to let Gina know. If would be helpful if we could be alerted to future specials so we can be in the know when working with customers.
Put in operations manual (done):
Always greet common’s staff when you arrive. Introduce yourself to them if they haven’t met you yet.
No walking through the kitchen. Use the back door of the kitchen to access the upstairs and the back room. Side door by ice cream is ok to use too.
August 1 Gina
Got clarity from Heidi about Drews discounts - extending discounts through the season. 30% off of packages, and one hour free off of single hourly rate if they rent for at least two hours.
Opp. Manuel:
Let's leave the chargers in the bike bags permanently unless they are being charged or it is raining. TU
August 3 Gina
For ALL accidents - write a report and send to Heidi. Facts. Helmets are retired if it gets knocked.
Opp. Manual (done):
When you come in to work read the staff notes for the dates you weren’t working.
Update on quick release seats for new Easy Motion bikes: Jonathan (mechanic) has to think about what is possible.
We are not charging $25 fee for reserations at this time. When we become busier we will revisit this.
I will be monitoring the phones to see how much power we are using in a day and make charging protocols in relations. How much power does it lose at night if turned off?
We will not be renting the Easy Motion evo streets anymore. However, we can expose people to any Easy motions for purchase if there is interest. The only Easy Motion brand bikes now used for rentals are Xenion middrives bosch city wave. City wave are safer for short term use because less of a learning curve (no throttle).
We posted a special on Seattle Electric Bike site - summer sale - Evo Streets, All Pedego’s - to find out about pricing, call or come in to seattle store. extends to current stock only.
The La Pierre in stock is Heidi’s bike. She will be taking it. If we want a Lapierre to rent out Stefan will need to order one or arrange in advance with Heidi.
To do for Gina:
create a folder for notes from Heidi/gina meeting
Download lightspeed app onto tablet (ask Stefan for access code) - Put in past renters, test drivers (keep hard copies), capture anyone in staff notes too.
Light speed notes:
Customer database
under type: hit rental if money exchanged, but need to create a catagory for inquiry and test ride
update lock list and include which bike goes with which number
Run everything (new operations manual) by Bekah to see her perception.
Operations manual - do bare bones and then send to Heidi to edit
Add to closing list - curtains and locking door, etc.
put commons info. into opp. manual from google drive, under rentals.
cb about quick seat release if haven’t heard anything
make disinfectant spray for helmets
Us to do:
Revisit bike lock list
Review spreadsheet docs.
Aug 4 Bekah
Ohm #5 wasn't sounding right. It went with Stefan to Seattle to be serviced.
Aug 5 Bekah
Regarding the choice to store chargers in the pannier, be mindful that they are not waterproof and pool water at the bottom of the bag. I have put them away in a tote for lunch in case it rains. GOOD POINT POINT BEKAH!
Heidi: Ideally, we will have big bin--all I can think of is a rolling garbage bin--I have one I plan to spray paint for lack of a better idea--in there could stored the bags when it rains, and the helmets. Of course the bags neeed an easier on-off system. I have though to extend the velcro--other ideas?
I was able to download lightspeed pos on my personal iPad and can begin entering customer test ride information. However, Stefan and I both were unsuccessful at downloading on the WIEBR Samsung. It seems it may be unavailable for Android. The ones I have entered at marked with an "LS" for lightspeed and placed in a marked folder in the filing tote.
Heidi brought more rack cards which have been stickered over. There are still plenty of stickers if old cards are continue to be collected.
AUGUST 5 GINA
We now have an operations manual started. It is in draft form and resides in the rental folder. Will be adding to it from home. Much of what is in staff notes will be used to create the manual so keep them coming. Staff notes will be moving to a blog. Details soon.
I have talked to several people today who are visiting and brought their bikes with them. Perhaps our marketing campaign to reach tourists before they get here letting them know about hills and our wonderful solution.
August 6 Gina
During lunch break keep promo cards out so people can take in our absence!
August 8 Gina
Bolt came out of seat securing on bike #1. Stefan notified.
Make sure that cliff bars are given only to rental customers, not test riders.
Ran into quintessa owners at the parade. Gave them brochures. we need to make a plan to get these out to ALL accommodations sites asap.
August 9
Quick releases put on xenion seatposts. We need to make sure they are tight and we tell the riders that if they adjust seat during ride then double-check how secure they are.
Console on LA pierre can be removed and placed back on if system isn't working.
Stefan and my brainstorm - we need more visual, I hand out coffeehouse samples, promote cafe and bikes. Stefan will talk to brandy. We want to help make the cafe reach its potential. Something like a bubble machine would be good to attract.
Heidi: blog is ready--I invited you both to be authors, so hope that works. It works awesome for the shop. We can put docs and checklists relatd to Operatons Manual in the blog as well for easy reference.
Sorry Gina, I forgot you were going to make the spray and I bought a spray bottle when I was shopping at the coop in Seattle with my 10% off coupon.
August 10 Gina
Phone at 69% at 8:10 and at 8:40 89%. 30 minutes charged 20%
Left message for inn keeper at inn at Langley to discuss possibility of package deals.
Left a message for patty at whidbey getaways to request that she display our cards in her Rentals
Left message for Langley motel to carry our cards.
Primrose path properties will call me back.
8003334724
Call Nwla- can bring bikes to you to test drive.
Key to bike #4 is stuck in battery.
