Running a BMX Shop during the pandemic: LUXBMX (AUS)

Jan 13, 2021

Written by Bart de Jong

Read 2576 times

Shop name: LUXBMX
Dave Dillewaard - Roll in the business: Manager/Mechanic
Location: Brisbane, Australia.
Years in business: 10
Best year yet: 2020 if you could believe that!
Worst year yet: The first couple of years for sure!

2020 has been, well, different. When did Covid-19 turn up and start influencing your business?
Dave Dillewaard: Our craziness started the day I returned from Portugal in March. I was over there for the annual UCI Judges conference and the day I returned home our government put in mandatory quarantine for overseas travelers. Technically I got home the day before this happened but I did 2 weeks working from home to be safe.

Did you take any action from the start or were you thinking this would be over in a few weeks?
Dave Dillewaard: We didn’t really do much at the start. Just the normal precautions. As restrictions from our government got a little stricter we ended up having to close the showroom for the immediate future

and went completely online.

Now, being in this situation for many months, how did you manage to keep your business rolling?
Dave Dillewaard: Being mainly an online store we have coped ok with this all. At the start, we tried really hard to dial in everything we could with the website and customer service online to keep everyone stoked. The first couple of weeks were a bit unsure. We didn’t know what was going to happen and if people would still be buying bike parts! Luckily they did and we were able to keep sending orders.

The supply chain has also suffered. Has it been a challenge getting the bikes/product in stock that you needed for your customers?
Dave Dillewaard: Yeah it's been super hard coming to the end of last year. There was one stage where there was not one 18” bike we could get our hands on in the country and things were looking slim. We ended up being able to secure a lot of preorders for bikes before Xmas so now we have a pretty solid range. It's changing constantly due to supply and demand. If you don’t have preorders you are pretty much not getting anything in a shipment as everything sells out in advance.

Have you been able to keep your shop open all this time?
Dave Dillewaard: We closed our showroom for about 3 months and upon reopening we have gone to appointment only. Our online store has been open the whole time. We did stop shipping internationally for a while too as there were just too many delays due to fewer flights and restrictions. We have opened that up again now, it's still slow but getting better.

If so, what are the measures you had to take to keep the door open?
Dave Dillewaard: We implemented appointment only and keep the number of people that come in to a minimum. We make sure everyone in the warehouse is social distancing and wearing a mask if you are in close quarters.

Have internet sales/mail-order sales made up for loss of shop sales?
Dave Dillewaard: Yep for sure. Being mainly online, this has helped us a lot to keep the doors of the site open.

During the pandemic has it been difficult to organize local events to support the local scene and get the customers in the shop?
Dave Dillewaard: Absolutely. We usually have 5 - 10 video premieres and parties at the shop each year and last year nearly none. We were able to have a premiere for Fast And Loose at the end of last year but had to keep it small due to gathering restrictions. We recently moved warehouses and were able to build a ramp out the back. That's been sick for friends to come ride and was awesome for the prem. Look forward to more this year fingers crossed!

What mouth masks do you sell?
Dave Dillewaard: We have Federal masks and the S&M bandanas witch are pretty sweet!

When do you believe this mess will be over?
Dave Dillewaard: We have been super lucky in Queensland as the last 6 months we haven’t had many local acquired cases. In saying that we have just been put into lockdown for 3 days as there was a hotel quarantine worker that’s tested positive with the more potent UK strand. We have closed the Clubhouse for the weekend. It has our government freaking out and people panic buying at the grocery store again. Hopefully, we get through this and there is not much community transmission. If there is we could be going into lockdown again. We have done it before so we know what to do and will still be going strong with minimal staff at the warehouse and our customer service team working from home.

Thanks to?
Shop: Cheers to all our customers for their orders, patience, and understanding in these crazy times. We are doing our best to get everyone stoked! Everyone that supports local businesses and BMX. Our staff for killing it day in and day out. Thanks to Bart for this interview and for supporting BMX all over the world. Stay safe and wash ya hands! -Dave Dillewaard

Your website: LUXBMX.COM