The Digital Boogieman

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Jan 032012
 

Congratulations! If you’re reading this, chances are you survived 2011 (or you’re one of those new sentient but heartless AI lifeforms that only pretends to enjoy answering our stupid questions while plotting the death of all humans). Either way, “Well done!” I say, “Welcome to 2012. Was that last year a bag of shit or what!”

Personally, I’d hoped to be done with this blog entirely, but things didn’t work out for my Rockabilly project (artistic differences, though we’ll remain friends, and I’ve agreed to keep feeding him, if he agrees not to kill me in my sleep).

At any rate, 2012 was off to a bang the second Lady Gaga’s head dropped, and I find myself here in 2012 thinking things are looking much better. Sure, earthquakes are rattling Japan again, and it looks like the fracking companies have figured out how to create man-made earthquakes in my part of the world, and yes, it’s looking like the corporate assholes who bought VeloNews have finally broken its back (not to imply that all corporations are assholes, only that there’s a particular subset of corporations that actually specialize in being assholes–believe me), and well, OK, our government is still absolutely owned by only a handful people hell bent on putting all of us in bread lines . . . but I’m optimistic.

No, seriously.

One of the things I’m most optimistic about is the Internet. Yes, the same place that daily causes us to lose all hope for humanity is also pretty great. It’s great because we’ve largely kept the tentacles of corporations and governments out of it, making it one of the last places where people can actually be free to think, do, and share things, and because some are willing to defend the shit out of that freedom. I think the cheesy way to put it is that it empowers people.

You actually can use the Internet to create new things that connect people, work to solve the world’s problems, or especially–what interests me–sell stuff. Just about anyone can start a little retail business without a whole lot of money, earn customers with hard work, and make something.

Inevitably, this upsets some people.

Back in the world of bicycles, a lot has been made of a letter Specialized’s founder Mike Sinyard recently sent to Specialized dealers. I’d offer a brief synopsis of the letter, but it’s impossible to describe without making it sound petty and stupid, so here it is for you to read yourself, as pasted from BikeRumour:

Dear Specialized Dealer,

Is your store a fitting station for your online competition?

Amazon.com recently launched a free app called Price Check that allows consumers to use brick-and-mortar shops for research, then easily buy many cycling products online right from their mobile device.

Here’s how it works: when in your shop, consumers simply scan a bar code, type in the product name or take a picture to see the product and prices from a variety of online retailers. After ensuring they have the right fit by trying on the product in your store, and talking to your staff, they can buy it from somebody else with the press of a button.

Participating brands include Pearl Izumi, Shimano, Louis Garneau, Giro, Bell, Fizik, Sidi and CatEye.

Who loses in this situation? Certainly not Amazon. And, at least in the short term, not the cycling brands selling through bike shops and Amazon. But what about you?

By buying product from brands that severely undercut you, you are supporting your competition. Why finance your own demise?

Please investigate for yourself by downloading the free Amazon app.

Amazon is clearly interested in the cycling space, and is hiring talent from the bike industry (including from Specialized).

In related news of brands that leverage the IBD while simultaneously undercutting them, Easton-Bell Sports dropped the fruitless suit it filed against Specialized before Interbike. Was this legal maneuvering just carried out for publicity?

Whether the current news is mobile device apps or lawsuits, the underlying issue remains the same: some suppliers support the IBD and some do not. For the sake of your business, examine your suppliers’ strategies and vote with your dollars. The entire bike industry is watching.

Click here to see how Amazon’s Price Check App works in store (Video here)

Thank you for your continued support.

Sincerely,

Mike Sinyard
President & Founder
Specialized Bicycle Components

Of the many amazing things about this letter, the standout for me has to be the general lack of respect this shows for Specialized’s customers, the dealers. I love that Sinyard writes, “For the sake of your business, examine your suppliers’ strategies and vote with your dollars.” Why thank you, Dad. As a business owner, it never occurred to me to pay any attention to what my suppliers do. Since we’re being so patronizing to IBDs, I’ll go ahead and add: remember to change the toilet paper in your bathrooms and lock your doors at night. Oh, and while you’re examining those supplier strategies, you might want to ask yourself whether being forced toward selling only one supplier’s products is good for your business. Anyone honestly taking Sinyard’s advice would have to agree that his relationship with Specialized is far from ideal. No doubt there are dealers so happy to have Specialized that they’re content to be one brand’s bitch. Good for them. Their owners usually have no idea what a Pivot or a Santa Cruz are, let alone how the bikes they’re selling compare to those brands. But given all the sugary garbage I’m reading about “outstanding customer service” these days, I’d like to point out it’s shops that work to earn customer loyalty instead of just drinking the Specialized Kool-aid that genuinely put the customer first. Why? Because they tend to offer choices. I love that Sinyard’s advice to earning customers and keeping them from shopping online is to limit his dealer’s choices. By all means, drop Easton and Bell products, and sell only Specialized. Just don’t claim you’re still putting the customer first.

Bonus points for the ominous threat he ends with, too: “The entire bike industry is watching.” Sometimes, Dad has to get out the belt. Other times, he just scares the shit out of you without lifting a finger. The thing about monopolies is that they work. For the company with the monopoly, I mean. Not the consumer.

But the Internet has a way of ruining things for those in power.

And that applies to Amazon as well as Specialized. I’ll get into that tomorrow.

The Benefits of Exorcising

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Nov 302011
 

Recently, I was a bit critical of Lululemon’s corporate crusade to find John Galt. Not to be outdone by little old me, the Catholic church, barometer of all right and wrong, has just declared yoga to be Satanic–or, more specifically, former Chief Exorcist for the Vatican, Father Gabriele Amorth, has reiterated the Papal stance on the matter. Though I’d grown up Catholic, I had no idea we even had a “Chief Exorcist” on the team, let alone one whose favorite movie is The Exorcist and who’s apparently seen people “vomit shards of glass and pieces of iron.” Given that Father Amorth declared both Yoga and the Harry Potter franchise Satanic while introducing a new movie about exorcism starring Anthony Hopkins, one has to wonder what other rockstar demon-battling superstars the Vatican has had on board all these years. I’d like to think that the few dollars I put in the collection basket all those years went to the development of some bitchin’ bladed throwing crucifixes!

Speaking of all-powerful nation state institutions, Specialized Bicycles seems to have run afoul of Bell Sports, the crew who owns Giro, Bell, and Easton, after perhaps one too many mandates that a shop not sell Bell products or risk losing Specialized dealership status. In case you missed that, Specialized actually does not permit retailers to sell certain other brands. In fact, it’s extremely common. Trek has similar policies in place as well. As the co-800lb gorillas in the retail bike market, these two companies have been left largely unchallenged for years while dictating to helpless independent bicycle retailers just what their inventory is supposed to be. Understanding how this can happen begins with understanding that, in the bike business, “independent” doesn’t mean “free” so much as “without any representation or protection.” Similar parasitic relationships have gone on in this industry for many years.

The irony here of course is that the red-blooded Assos wearing free market capitalist just now taking delivery of his $18,000 Specialized McLaren Venge is usually completely oblivious to the fact that the small business owner who sold him the bike did so with a gun to his head.

But who cares? It’s good business for a company that can leverage its market share to do so every way possible, and why would Specialized and Trek sit on their hands and wait for randy upstarts to engage them in hand-to-hand sales combat when they can carpet bomb the whole industry with regulations from 30,000-feet and keep the competition off the battle field to begin with? It really is better to avoid competition than to take any chances. Especially when you’re producing a superior product–and who can question the superiority of your product if nobody gets a chance to ride anything else? Fair market competition is obsolete once you’re proven you have a superior product by ensuring there is no fair market competition. All the Chosen Ones need to do now is send out some promotional “Who is John Galt, Baby?” bags to their hamstrung retailers.

Alas, one major problem with maintaining a monopoly these days is something called the Internet, which tends to distribute information to people, and has proven extremely resistant to the kind of control guys like Specialized can exert over independent retailers. Though you can buy visibility with flashier web sites and ads, even the largest company ultimately can’t keep people from finding out about competing products on the internet, and, regardless of what anyone tells you, this is one of the reasons you won’t find retailers offering Trek and Specialized products for sale on-line. As long as there’s a virtual monopoly still in place with the antiquated sales structure of bicycles, the guys on top are going to stay on top, and the status is going to stay plenty quo. Now more than ever, though, the Internet is disrupting that model, and the cycling industry is scrambling to adapt to the shake-up. Consumers are researching and buying their products on-line, and that’s going to be increasingly true in the coming years. There comes a point at which ignoring e-commerce will begin to dismantle companies like Trek and Specialized, and we’re almost there.

Consider that Specialized is now selling some products on their web site, and, regardless of what half-assed “payment sharing” plans such direct e-commerce sales claim to offer local dealers, you have to be a complete idiot not to see moves like this for what they really are: attempts to embrace e-commerce without ceding any control to the front-line retailers representing your brand. The much touted line that independent bike shops are completely safe because nobody will ever purchase an expensive bicycle on the internet is a pacifier, stuck in the mouth of the independent bicycle dealer by that brands that don’t know how to handle sales of their products on-line. Ask Competitive Cyclist whether anyone buys high-end bikes on-line. Or any of the other on-line retailers banking over $20M in yearly sales. Does anyone really think a Competitive Cyclist-built custom bicycle arrives at a guy’s house looking like an unbuilt Ikea desk, and that the company has experienced off-the-charts sales growth over the last handful of years because they keep disappointing customers? I owned a company that sold bicycles on the Internet, and I’ve personally exchanged over 80-emails with a single customer regarding a bike purchase–plus those products don’t put themselves up on your web site and if anything customers have far more questions for which they expect real-time answers, even at 2:00am, so the argument “these web guys” have “no overhead,” is a myth perpetuated by the same guys forcing you to increase your pre-book by 10% next year. The IT spend alone is staggering. These places have extensive overhead; it’s just a different type of overhead, and one that some of your brands don’t want you even sniffing around at. In fact, the industry has been so turned around that many retailers see the Internet only as an enemy, not an opportunity. Long term, that will prove to be tragic. Am I saying the e-comm guys have it all figured out? Not at all. Many of them don’t have a clue, and that’s why it’s important for local dealers to at least understand e-commerce as an opportunity. Local brick and mortar dealers have been fed a load of bullshit about the Internet for years, and when the guys who keep you from selling their products on-line start selling them on-line themselves, it’s time to wake up.

By the time you’re throwing up glass and iron, even Father Amorth won’t be able to save you. Might as well open a yoga studio.