OUR VALUES
Doing Right by Our Clients
In modern commerce, “the customer is [not] always right” - the customer is usually right. Nevertheless, clients are a business’s most important capital. We get that. With a superior work ethic, passion, and common courtesy we’ll do everything under the sun to “go to the mattresses” for our clientele. If a client is unsatisfied with a good or service provided, we’ll do our best to resolve the issue with honesty, empathy, timeliness, and effectiveness.
We Tell It Like It Is
We don’t obfuscate or deceive about who makes the best parts or the forgettable parts, what is essential or non-essential, or how our wheelsmithing services are raising the professional bar. We’re proudly “brand agnostic” overall. We tell the truth - even if the truth requires bluntness at times. Our clients deserve the whole facts and the raw truth so that they can make informed purchasing decisions for their bikes. Equally, our reputation is only as good as the quality of our advice to anyone and everyone. That matters to us.
Never Compromising on Quality Standards
This isn’t typical retail. We don’t spend most of our days counting pennies, kissing hide up the chain, and looking at bottom lines. This is elite craftwork and a passion-driven business. We’re mavericks and leaders. We unequivocally do things the right way, every time, for every client, regardless of the extra time and labour involved in being perfectionists.
We Run an Ethical Business
That means that we charge and remit taxes; we comply with municipal, provincial, and federal laws; we don’t perform unsafe work or work on patently unsafe bicycles; and we treat clients and our employees with dignity and respect. We tell the truth online, and we avoid misrepresenting ourselves. We price at what keeps us in business but also don’t gouge the buyer. We don’t negotiate on pricing. We believe in a workplace that fully complies with both the spirit and letter of the Ontario Human Rights Code; discrimination is an ugly thing that we’ll never tolerate or practice. We stand by our staff and will not hesitate to “fire” the customer who fails to treat us with the same baseline respect that we show to them. Customer rights also come with customer responsibilities. We’re not a revolving door for warranties.
Integrity in Business
We will as speedily as possible fulfill and/or ship orders as they were described and charged to the customer. We charge people the correct amount and scrupulously protect clients’ personal data and information at all times. We provide full records of sale and run an organized, professional business. We absolutely honour our assurances and guarantees. Honour isn’t an old-fashioned concept with us - it’s who we actually are and how we roll. Call us self-assured if you have to, but we’re genuinely trying to raise the ethical bar in a Wild West industry.