New Operation and Opportunities in Denver

If you didn't notice it in the Westword article posted on April 24, the word is officially out... After managing the day-to-day operations for two and a half years, Teri and Greg have parted ways with Mile High Pedicabs. The separation wasn't pretty, but it was inevitable.

That's right. We're happy and free and launching our own elite fleet of cabs in Denver: Colorado Rickshaw Company. We waited to announce this on the blog until the paperwork (insurance, license, etc.) was completed. We're now rocking and rolling on the streets of Denver and nearby neighborhoods.

We've wanted to expand our business, but the constraints of our relationship with Mile High kept us from moving forward in the direction we wanted. With encouragement and support from operators, drivers and other associates, we're now pedalling our own rickshaw on our own trail.

Thanks to everyone who listened to and advised us. You know who you are.

Compared to our previous management, our initial fleet is fairly small; just 5 pedal cabs. But we have the experience and resources to grow when and how we choose. We've realized that bigger isn't always better. Greg is happy to have the time and energy to be out on the street as a driver again, since that's what he loved in the first place!

Colorado Rickshaw will provide rickshaws for special events, weddings, and tours in addition to transporting passengers at sporting events and around the downtown area. Our focus is on superior customer service, professional business practices, and continuing to support and promote the rickshaw industry.

We established City Cycle Logic (City Cycle Lodging in the Westword article) when we moved into our new facilities last year. Manging over 20 cabs and over 50 drivers never allowed us time to fully develop the concept. In additional to rickshaws, CCL will house green businesses and organizations in a central hub in downtown Denver.

We've formed our own pedal media company: Smart Ads Media. We're selling advertising on rickshaws and arranging events not only in Denver but in cities across North America. If you need help getting advertising on your cabs, or if you're interested in placing your brand on pedicabs, please contact us.

We will continue to provide training and consulting to new and existing operators through Big Tree Pedicab Management and Pedicab University. In fact, you will likely see more in this area of our repertoire.

Things have been pretty hectic over the past few weeks, but progress is being made. We'll keep you informed as we continue to press forward.

Things that matter

“Our lives begin to end the day we become silent about things that matter.” – Dr. Martin Luther King, Jr.

Gike's comments on my previous post "Wake up and Repent" got me to thinking. As the big dog in Denver Pedicabdom, how much responsibility do we bare in this situation? And what about the other legit operators in town? Where are they in all of this?

By default, we have been the spokespersons for the pedicabs here in Denver because we are the largest, have been here the longest and are the public face of the industry. When there's a problem, we get the call.

The true professional pedicab operation gets insurance, gets licenses, pays taxes, maintains their bikes, and trains anyone who rides for them. Their drivers don't drink and then drive, don't drive recklessly, don't gouge or overcharge. They are conscientious, courteous, friendly, and safety-conscious.

There is a group of independents who don’t think they have to follow any rules or listen to anyone. This group has ridden the coat tails of the legitimate companies (MHP in particular) for years. We're the ones who meet with the business community and talk about how great pedicabs are for Denver. We're the ones donating tours and time and energy to charities like PBS and Race for the Cure. We're the ones who get the phone calls when there's a complaint or incident. We're the ones promoting pedicabs in Denver and around the country. We're the ones who smoothed things over with the venue when there were problems last year and the year before. These actions benefit ALL the pedicab drivers in Denver, not just those who ride for Mile High.

Whenever we've tried to do anything to stabilize or legitimize the industry here, they push back. "F*** you, man! I'm gonna do what I want. I don't care about anybody but myself. The rest of you can f*** off!" For far too long, they've been tolerated, allowed to operate and continue to put the industry at risk. If MHP is the big dog on the street, then they're the annoying little ankle biters.

Who is responsible for the actions of these drivers? Does a new driver get to makeup new rules and just start riding or disregard the existing one because they simply don’t like them?

Which brings me back to my original point -- how much responsibility do we bare? We could have been more aggressive in getting them out. We could have gone to the city and demanded better enforcement of the regulations. We could have called the police every time we saw an infraction. We could have negotiated exclusive rights for our drivers to operate at the venues rather than trying to set up systems that would allow everyone to operate if they followed the rules. But we didn't want to be perceived as anti-competition. We didn't want to expose the naked nasty underbelly of pedicabs to the public. We thought it could cause more harm than good and things would work out somehow. Maybe we caved.

And how much responsibility do the other legit operators bare? At least as much as we do. Do they fully train their drivers, especially on pedicab etiquette and the unwritten rules? Do they monitor their actions on the street? Some of the other operators may have insurance, etc., but are reckless and rude, flaunting the rules at every opportunity.

Now for the individual drivers out there. What's their responsibility? What have they got to lose? In some ways, more than we do. These punks are their competition. They have to deal with them every time they're out. What do they do to keep everybody in line? Do they call the cops? Do they report incidents to the parking management at the venues or someone else? Or do they just sit around and complain? What's their part in the solution? Peer pressure is a powerful force.

Can't we all just get along? That phrase is about to make me puke! When do they try to get along with us? Don't they realize that they would benefit more by working with us rather than against us? Why are we always the bad guys? Because we would hold people accountable. Because we believe that the rules and regulations apply to everyone. It's hard to be cooperative with people who don't want to cooperate.

I say ENOUGH! I'm sick of playing the games. I'm sick of being nice. I'm sick of just trying to run my own business and ignoring the stupidity of everyone else. I'm sick of trying to make things better for all the pedicab operators. NO MORE! Now you've really pissed me off!

A business associate told me last week, "Don't do this for ego; do it for money!" This is a real business for me. Not just some fly-by-night adventure. These twits are jeopardizing my business, my ability to make money. I've sunk a lot of time and energy into pedicabs. I've been working to help this fledgling industry spread its wings and take flight. I'm in this for the long haul. I'm not willing to sit back and allow a bunch of jackasses to ruin my livelihood.

I'm silent no more!

The Rumor Mill: #6 Kiss my a**

Rumor #6: All our drivers have to kiss our butts to keep us happy.

I'm sure that if you asked our drivers, they'd be pretty unhappy about the idea that they're a bunch of brown-nosers, but this is what we were told a couple weeks ago.

Sure there are some drivers we're more friendly with than others, but we don't expect any of them to kiss up (although I do enjoy a nice soft pair of lips on my cheek once in awhile). All we really ask for is some respect, loyalty, communication and cooperation; the basis of any good relationship.

Respect:
We expect our drivers to treat us, our property, tools and equipment, and the other drivers with respect. We also expect that passengers, pedestrians, police and other members of the downtown community will be treated with respect. Lying, cheating and stealing isn't tolerated; they show a lack of respect for self and others.

Loyalty:
Don't spread gossip and lies. Don't talk shit about us. Don't come to our parties, drink our beer and eat our food, then tell everyone how awful and unfair we are. If you have a problem with our policies, talk to us about it directly. Don't waste time getting everyone else's opinion first. That's how rumors and gossip get started.

Communication:
If you have an issue with some decision we've made, discuss it with us. If there's a reason why rent will be late, talk to us about it. If there's a problem with the cab you rode last night, write it on the board. If there was an incident with a passenger or police, let us know about it now; don't just wait to see if someone complains. Honest and straight-forward communication is key.

Cooperation:
Cooperation with us and with other drivers goes hand-in-hand with respect. If you elect to participate in a special event -- wedding, art walk, grand opening, fundraiser, etc. -- we expect you to cooperate with us, the coordinator, and the other drivers to make the event a great experience. We also get calls for rides requiring single cabs and groups. We expect our drivers to cooperate with us and with each other in those special rides. That doesn't mean they can't say no; it means that if they say yes, they can't bitch about it later if there are problems. We all do the best we can to anticipate issues, but some problems (like weather) are simply unpredictable.

I don't have a problem with people who have a different opinion than mine. I don't expect everyone to like or agree with everything we say or do. And I'm sure we'll make mistakes from time to time, no matter how good our intentions may be. We're always looking for ways to improve, so we appreciate ideas for how to do things better. But how will we know if no one takes the time to talk with us?

However, and this is a big HOWEVER, don't just whine about how bad you've got it, how you never get a break, or how things never work out for you. We've all gone through rough times and whining doesn't make it any better; it just makes everyone around you miserable. If you want me to do something about a problem, offer me an idea for a solution. Don't just tell me that something's broken; tell me what you would do to fix it.

I do have a problem with people who won't talk about issues with me directly, but prefer to leave snippy text messages or cryptic voicemails on my cell phone, make snide comments as they ride by, or smile to my face then tell lies behind my back. I thought I left all that behind in high school.

Maybe those people are just plain yeller - too sceered to face their problems head on. With a favorite past-time of stirring up trouble, they have a limited repertoire of problem-solving tactics: name-calling, gossiping, and acting out. I'd tell them to grow up and move out of their parents' basement, but I already know their response: "F U!"

The Rumor Mill: #5 No second chances

Rumor #5: We don't care about driver's problems; all we care about is money. No one gets a second chance.

I'm amazed that the words of one or two unhappy people can poison the well... and how eager some are to believe the worst. I guess that explains the success of tabloids and gossip columns.

One particular driver rented a pedicab several times without paying, and when he did pay, wrote us bad checks. He made excuse after excuse and promise after promise, but never came through. He left, owing us several hundred dollars, and was on the street riding for our competitor. When we took steps to try to collect what was owed us, including confronting him directly on the street, the pedicab community was outraged (You're f'ing up!).

The rumors went like this: They're too hard on the poor guy. They never gave him a chance. He needed a hand, not a kick in the ass (we heard this just last week). They're taking away his ability to make a living. All they care about is money.

Funny thing, he ended up screwing the other company too. But we're the bad guys for holding him accountable and trying to get paid. We're the bad guys for not just letting it go. Someone actually told us that we're unethical for taking money from pedicab drivers in the first place - like we should just make our cabs available to whomever, free of charge.

We've discussed our Problem Child in previous posts, which was another situation that fed the rumor mill. If you read the posts and comments, you'll get a feel for the talk generated by this one.

Here's the way we see things:

1. Our pedicab drivers are all adults. We treat them like adults and expect them to act like adults. Yes, that means they have to be responsible.
   
2. Our policies apply equally to everyone. All our drivers sign a lease. Our rental rates are the same for everyone, and they are all expected to pay their rent on time.
   
3. Do what you say. If a person says they're going to do something and makes a commitment, then we expect them to follow through. They should expect the same from us.
   

We understand that sh*t happens. In most cases, if a driver comes to us and communicates with us, we'll try to work something out. Usually, we expect something in return (no free lunch), so it may not be exactly the deal he had in mind (if he was looking to get something for nothing).

For example: in exchange for rent, we may ask for help with maintenance or cleaning, something for one of our training classes, design or distribution of a flyer, or help with on-street training of new drivers. The exchange depends on what we need at the time and what the driver's particular talents are.

We try to come up with some sort of exchange because it keeps things fair for the other drivers and reinforces the value of the pedicab. Most importantly, exchange is win-win; it preserves the dignity of the relationship between us and the driver. No one comes away feeling beholden to the other, like they were taken advantage of, or like they're owed something.

However, if a driver doesn't hold up his end of the deal, we're forced to take other action, but we do our best to avoid this.

"No gifts." -- Lance Armstrong

The Rumor Mill: #4 Call the cops!

Rumor #4: We call the cops on other pedicab drivers.

This kind of goes with the sneaky basta'ds rumor, but I wanted to address it separately.

Whenever possible, we'd rather work through problems directly than involve the police or city. We try to maintain good relationships with the city and police, but prefer self-regulation and handling problems within the pedicab community.

We watch for news regarding pedicabs around the world. It appears that whenever something happens in another city like New York, Orlando, San Diego, or London, the authorities in Denver start looking more closely at pedicab activities here. I suspect that same reaction may be felt in other cities.

It's my job to think ahead, to ask, "how could this go wrong; what problems could this create?" We try to be proactive and take preventive measures "just in case." That's why we keep a copy of our business license and insurance in every pedicab and posted in the bike storage area. That's why we tell our drivers to have their pedal cab license with them whenever they're out. That's why we want our drivers to call in so we know who's on the street.

As the largest pedicab operation in Denver, we're the first to get called whenever there are problems anywhere downtown. People assume that whatever the problem is, we'll take care of it. We also make it easy to find our contact information -- on the web, in the phone book, and through associations.

Let me say this for the record: Although at times we may have considered it, we haven't called the police to report any driver.

However, if a driver is being reckless, driving drunk, or otherwise seriously endangering others, and talking to him directly doesn't work (F U man!), we may have no other choice but to call the police.

The Rumor Mill: #3 Sneaky Basta'ds

Rumor #3: We're "sneaky basta'ds."

I've been called a lot of things in my life, but sneaky basta'd was a new one. And why are we sneaky? Maybe because we don't feel compelled to put everything we know on display for the rumor mongers to spread around. Maybe because we try to keep tabs on customer experience.

Why others in our little community think we should share all of our information with them or ask for their opinion on every decision we make is beyond me. That idea is so far out, it's ridiculous.

I mean, really, do you think Larry Page and Sergey Brin asked permission from Yahoo and Alta Vista before launching Google? If they're sneaky basta'ds, we're in good company.

We do get advice and input from mentors and other people we respect. When we were developing the initial guidelines for the business, we sat down with 3 of our senior drivers to discuss our policies and procedures. They were consulted every step of the way.

Even now, when critical issues come up, we talk with our core of senior drivers. No, we don't put every decision out on the pedicab wire and send up smoke signals to make sure everyone agrees with us -- they won't. This is a business, not a collective. Sorry.

One thing's for sure, we're so sneaky that we'll actually tell you the truth. If it's privileged information, we'll say so. If it's none of your business, we'll tell you that too. But you won't have to guess which version of the story to believe. We won't schmooze you and tell you whatever we think you want to hear. Like it or not, you'll get a straight answer from us, plain and simple.

Some people object to our use of mystery shoppers: a common sneaky technique for evaluating customer service and perception. People take a pedicab ride then report back to us about their experience. It's that simple. If you're not being reckless or driving drunk, not over-charging or being rude, you really have nothing to worry about.

We are both involved in networking and community activities. Greg's been a part of the bicycle community in Colorado for years. Consequently, we know people. And some of the people we know give us a heads-up when something's going on or about to happen. Yes, we're so sneaky we actually talk to people outside of pedicabs.

We also interact with pedicab operations in other cities. We can usually find out what's up with a couple of phone calls. We find useful news, comments and advice on other forums and blogs. The benefits of involvement in the larger pedicab community outside of Denver.

If treating a pedicab business like a real business makes us sneaky basta'ds, so be it. I can live with that. I'm more interested in building a professional pedicab industry.

Just FYI... I prefer freak to weirdo and geek to nerd. If you're going to call me a bitch, just go ahead and spit it out. Don't be sneaky by calling me a witch because, as far as I'm concerned, that's a term of endearment.

The Rumor Mill: #2 The coupon book

Rumor #2: We hated the coupon book.

Last year, that other pedicab company in Denver put together a little book with coupons for free drinks and/or no cover charge at clubs and restaurants downtown. It was very nicely produced, although there were things I might have done differently.

The rival operator bragged that his coupon book was going to "be the end of Mile High" and "put Mile High out of business." As you might expect, the rumor that went around was that we hated that coupon book, probably because we were so threatened by it.

Here's the truth of it all: The coupon book was nicely produced, probably more high-end than it needed to be (but better it be too nice than something cheap and cheesy). It was something we didn't have time to do ourselves, so we could appreciate the time it took to put it together - persuading advertisers, designing, printing. From my marketing experience, we knew that production costs could get out of hand and a little book could easily become a money pit for the other owner if he wasn't careful. (Which is apparently what happened, or so we've heard.)

Our lease states that drivers aren't allowed to pass out marketing or advertising materials without permission, so the drivers asked us about it. They told us that they had to buy each coupon book for $1.00. We had no opposition to them passing them out because they didn't conflict with any of our advertisers, so if it was something they wanted to do, fine.

We did have some minor concerns - none of them threatening. There was a pedicab owner in another city who took money for advertising, then left town. We wanted to make sure that if anything like that happened here we had a plan for how we might handle angry advertisers. We were also concerned that the value of pedicab advertising could be dimished by ridiculously low rates. Also, we were concerned that the people living and working downtown might get upset because there were coupon books littering the streets.

It was interesting to hear the feedback from our drivers. Some liked it, some didn't. For shy or less confident drivers, the coupon book was a convenient way to start up a conversation and get people in the cab. Some drivers used them as an enticement to take a pedicab ride while others used them more as a reward. More experienced drivers tended not to pass them out at all.

Bottom line: if it's legitimate and ethical, if it doesn't conflict with our advertisers, and it helps get drivers more rides, we're all for it -- especially if it doesn't cost us anything.

Now here's your chance to talk back again. Don't pass it up. Tell us what you think.

The Rumor Mill: Anti-competition

There's been some upheaval amongst pedicab companies in Denver recently. Actually, it's been going on for more than a year now. Let me briefly give you a little of the backstory, from my perspective.

Toward the end of 2005, we took over management of Mile High Pedicabs. One of the first things I noticed, even before the transition took place, was the incredible rumor mill. I had to wonder when drivers had so much time to chit-chat, if they were busy riding. The funniest thing is that every driver would say, "I don't participate in all that," or "I don't talk, I just listen." But someone was talking -- a whole bunch of someones. And of course, some were much more talkative than others.

We elected to take the high road, stick to our plans, and just focus on building the business. When someone would ask us directly about one thing or another, we'd discuss with them openly and honestly what our position was and why. We figured we had enough on our hands without worrying about the latest gossip. But only our own loyal drivers bothered to talk to us; none of the other drivers or operators. They preferred to believe the gossip than get a straight answer directly from us.

Last night we met with a driver who had been riding for another company, and admits to talking a lot of shit about us over the last year, but now wanted to come back and ride for us again. That other company was going under for the last time and he wouldn't have a cab to ride, so he figured he'd tuck his tail between his legs and see if we would take him back.

During the conversation, some of the old rumors reared their ugly heads, so I've decided to publicly state our position now. I'm fed up! There have been too many rumors to attack all in one post, so I'll approach them one-by-one over the next few days.

Rumor #1: We are anti-competition. This rumor is so untrue it's almost funny. You'd think we were Bill Gates and Leona Helmsley. With our couple dozen pedicabs, we're poised to take over the world - like Pinky and the Brain!

The truth is, we're not afraid of competition at all. In fact, I think healthy competition in the marketplace is a good thing. It keeps businesses from stagnating, keeps them striving to improve. And in an emerging industry like pedicabs, the more responsible pedicab operations there are in cities around the world, the better. (Notice, I said "responsible".)

As we've said all along, we only expect everyone to play by the same rules. A lot of time and money is spent to make sure we have a business license, insurance, pay sales tax, and train our drivers. All our drivers have a Colorado driver's license, pass a background check and get a pedal cab license. All of this is required by the City and County of Denver.

Apparently, some think these regulations should only apply to Mile High while everyone else who wants to drive a pedicab gets a free pass. For some reason, which I have yet to understand, there are some people who think they are "special" and deserve to be treated differently (is that "short-bus special" or "church lady special"?). They think they shouldn't have to jump through all the same hoops we do; they should be able to just get out on the streets of Denver and ride - whatever, whenever, however they want, with no restrictions.

Sorry folks. We disagree. The rules apply to everyone. Play by the rules and we'll welcome you into the Denver pedicab community.

The previous managers bought a couple of pedicabs, got a business license and insurance and opened their own small operation. No problem. A group of Mile High drivers who didn't like some of the new restrictions and expectations we put in place decided not to continue riding for us. That was fine too. In response, one of the drivers purchased 4 pedicabs, went into business, and brought those unhappy souls into his stable of drivers. Before he decided to buy his own, we talked with him and gave him several options to lease cabs from us (and in looking back, they were all killer deals in my opinion).

At the end of '06, when one of our drivers decided to break away and buy his own pedicabs, we took him to lunch and talked about his plans. We even let him store his cabs with ours until he found his own space. He understood that regulation was a good thing and we expected him to abide by them, which he did. We still talk with him on a regular basis and wouldn't hesitate to include his drivers in group rides and such.

These examples don't sound like "anti-competition" to me.

As always, your comments and feedback are welcome. Unless you're abusive or just plain nasty, I promise not to censor your comments. So here's your chance. Speak now or forever hold your peace.