Second Time's The Charm

Last week I had my second rental. I was pumped - dang, this thing is working! People want it! I was most excited because this individual fit perfectly into one of my "user segment" slots I mapped out way back when – a cyclist renting a bike for their partner who does not own a bike. This allows the two of them to enjoy a fun ride together without both needing to own bikes.

He rented it, went radio silent for a while, during which time I assumed they were enjoying the ride. Then he texted me that the bike was safely back in its nest. Later, when I heard the full post-ride review, I felt like I had completely failed at my job. I sat on my couch with my hands over my face for a full minute. It felt like a disaster.

That said, I learned 3 very specific lessons. No one got hurt. At the end of the day that's a win, right? Here's what happened, what I learned, and what I'm going to do about it: