Great content! New subscriber (and experienced commuter) here. I appreciate your perspective. I've been thinking about what it would look like to one day work in the bike industry, and this was certainly helpful. Aside from improving the customer service experience, as you mentioned, I think we need to grow the customer base by being good advocates for cycling, which you also talked about (when you mentioned being welcoming and inclusive). There are so many barriers to entry for a person just starting out, and in my experience, it can be intimidating. I've found a few cyclists to be welcoming, but I had to learn a lot on my own. It seems like it would be in the interest of a local bike shop to have more bikes on the road, and one way to do that is to foster a beginner's environment in the area through marketing, outreach, and presence at community/family festivals (which you asked about). Some of those beginners may become customers for life and will be willing to invest in more expensive bikes and equipment. Anyway, I'm so glad I found your content! I wish you the best of luck!