Reflecting on 2024: Challenges, Lessons, and Plans for 2025
As 2024 comes to a close, I find myself reflecting on a year that has been both challenging and transformative. Running a nearly 90-year-old family business as a one-person operation has its rewards, but it also comes with immense pressures. This past year has tested my limits, but it has also reaffirmed my deep commitment to preserving the heritage of Ellis Briggs. Today, I want to share the challenges I’ve faced, what I’ve learned, and how I plan to make 2025 better for myself and for you, my valued customers.
Lessons from 2024
This year brought several challenges that I’ve worked hard to navigate:
Managing Expectations:
While over 90% of projects were completed on time and to the high standard I strive for, I still find it unacceptable that less than 10% faced delays. These delays were often due to unforeseen circumstances, but they still affected my customers’ experiences—and for that, I take full responsibility.
Balancing Communication:
I’ve struggled to maintain consistent communication during production, often prioritizing hands-on work to meet deadlines. While this approach kept projects moving, it left some customers feeling out of the loop.
Health and Burnout:
Working 80-hour weeks in an effort to meet every demand took a toll on my health and productivity. I learned that longer hours don’t equate to better results—a lesson I’ll carry forward.
A Customer Story: Will O’Brien
Stories like Will O’Brien’s remind me why I do this work and why I’m committed to preserving the craft of bicycle restoration and framebuilding:
“I have been an Ellis Briggs customer for nearly 30 years, originally buying a steel road bike in 1996 and then having this refurbished in 2014. It’s great knowing that this bike is still running 28 years later with the original Ultegra group set.
So fast forward to 2024 when I was looking to refurbish my second road bike, a 20-year-old Trek Madone 5200 that I have owned since new. Mechanically, the bike was in great condition with a 10-speed Ultegra group set and was still very light at under 8 KG.
Like many customers, I was at a crossroads of either buying new or sticking with my old bike. I was bewildered by the plethora of road bike categories and the over-complexity in the various new gearing and brake systems.
Having ridden the Trek for many years, it was looking tatty and in need of a change of group sets. By chance, I remembered my prior experience at Ellis Briggs and asked Paul, the new owner, if he would consider refurbishing a carbon frame. As I am based in Buckinghamshire, this was a risk on my part, and I had plenty of good bike shops in the area. With that said, I knew I wanted a full respray and was happy to trust Ellis Briggs based on the work they did previously.
I picked the bike up last week and am absolutely delighted with the quality of the work that has been done. The new 105 mechanical group set is much better than the previous Ultegra version, and the Scarlett frame color and finish are stunning.
Having read some business reviews, I understand Paul had some business challenges earlier in 2024 due to ill health. There were a few reviews that talked about delays, but I experienced a flawless level of service from start to finish with the refurbishment taking around 10 weeks.
Running a small business is hard, and Ellis Briggs is a craftsman-led business first and foremost. Paul has worked for Ellis Briggs for over 20 years and is now the owner, rebuilding the business. It is great to see the business move online and embrace new ways to develop via YouTube videos.
My bike is like new, and I look forward to riding it every week for many years to come. Well done to you for sticking with this business and keeping the brand going.”
Plans for 2025
In 2025, my focus will be on creating a more balanced and efficient approach to running the business while maintaining the high-quality craftsmanship Ellis Briggs is known for. Here are the key changes I’ll be implementing:
Improved Time Management:
I will adopt a structured ‘week-on, week-off’ schedule. One week will be dedicated to production, with minimal distractions, while the following week will focus on administrative tasks, packing, and customer communication. This will help me balance both sides of the business more effectively.
Clearer Communication:
I’ve set up automated systems to keep you informed throughout your project. These include:
Regular updates at key milestones.
Auto-responders for emails, outlining response times and providing answers to common questions.
A detailed FAQ to set clear expectations upfront.
Realistic Lead Times:
Lead times will now better reflect the complexity of my work and the involvement of third-party suppliers like chrome platers and painters. This means fewer surprises and clearer completion timelines.
Health and Well-Being:
I’m committing to a sustainable 40-hour workweek. Taking time for cycling and family has already improved my focus and energy, and I plan to continue prioritizing this balance.
Quality Over Speed:
Above all, I remain committed to quality. While this means projects may take longer, the end result will always be worth it. This dedication has been the hallmark of Ellis Briggs for nearly a century, and it will continue to guide everything I do.
Addressing Customer Concerns
Some customers may wonder why communication is more responsive during the sales phase than during production. Here’s why:
Sales Phase: High responsiveness is essential to keep projects flowing and ensure all details are finalized to begin your project on time.
Production Phase: Once work begins, my focus shifts to craftsmanship. This requires dedicated, uninterrupted time in the workshop to ensure every frame receives the attention it deserves. While responses may take longer, I’ll keep you updated at key milestones and aim to reply to queries within 2–3 working days.
Helpful Resources
To provide further clarity, I encourage you to review the following resources:
These documents outline my processes, lead times, and policies in detail, offering transparency and helping set expectations.
Thank You for Your Support
To everyone who has supported me this year—whether through patience, kind words, or simply trusting me with your project—thank you. Your understanding and appreciation of the care and dedication that go into every frame I restore mean more than I can express. It is your shared love for cycling, quality, and tradition that inspires me to continue this work, even when the path is difficult.
As I step into 2025, my goal is to build on the lessons of this year and create an experience that reflects the passion and care I pour into every frame. Thank you for being part of this journey, and here’s to a brighter, more balanced year ahead.
If you have any thoughts, questions, or feedback, I’d love to hear from you. Feel free to get in touch via email:
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