2009 Top 100: Customer Service/Amenities


Treat 'em right

• If a customer at Bend Euro Moto wants a bike covertly delivered with a bow on it, the store will do it.

• Bend Euro Moto offers a tire punch card program where the customer buys five tires and gets the sixth for free.

• Great Bay Motorcycles has a loaner bike program with dedicated units that are reserved for service department customers who have purchased their rides from the dealership.

• The large handicapped-accessible restrooms at Canada's Gear Head feature a framed collection of butterflies and imported mosaic glass tile mirrors, leading one customer to say they were the nicest restrooms he's ever seen in a motorcycle dealership.

• J&W Cycles stocks a wide variety of products for the home mechanic and sells a vast selection of owner's and service manuals for serious wrenching.

• All Pro Motorsports doesn't have an F&I department, but it does have strong relationships with several banks and credit unions that it taps to find customers financing.

• Customers of Pike's Peak Harley-Davidson receive a $100 gift certificate for every person they refer who buys a unit.

• Given its proximity to a military installation, Pike's Peak Harley-Davidson offers a "dog tag" discount to all military personnel.

• Southern California Motorcycles offers a one-on-one personal shopper program for apparel and accessories sales.

• Return customer purchases are up 20 percent now that Southern California Motorcycles started giving out gift cards in lieu of discounts.

• Southern California Motorcycles has seen a 26 percent increase in entry-level motorcycle sales since it introduced the New Rider Package. This features the MSF Safety course, a helmet, an armored jacket, gloves and a motorcycle.

• Located along a major thoroughfare through the state of Virginia, Shenandoah Harley-Davidson added customer showers, vending machines, an Internet cafe and hotel booking services for travelers.

• Since adding a custom design center two years ago, Shenandoah Harley-Davidson has averaged $1,300/unit in accessory sales during the summer selling season.

• The team at Andy's Cycle Sales of Hazard uses Fred Reichheld's book "The Ultimate Question" as a guide to customer service.

• The service department at Bob Weaver Motorsports and Marine calls each customer within three days after pick-up to monitor customer satisfaction.

• Cal Coast Motorsports employs a "reverse auction" when it comes to the oldest bike in its inventory: The price of a unit is reduced by $100 each day until it is sold. The idea was written about in a local paper and borrowed by local car dealers.

• City Cycle Sales offers a company vehicle for customers to go get breakfast or lunch while their bike is being worked on.

• Cruisin' 66 sends care packages to customers who are now serving in Iraq.

• For customers who phone-in orders for stocked parts by 5 p.m., the team at Deptford Honda Yamaha makes an effort to pack and ship them the same day.

• Customers using Southern California Motorcycles' e-commerce site receive free shipping on orders for more than $100.

• The service department is open a half-hour before normal store hours so people can drop off their units before a normal workday (Freedom Cycles).

• The Fun Bike Center Motorsports complex has a liquor store and restaurant. Lingerie, cell phone and optical centers are located on-site. It's like a Costco for the motorcycle world.

• Gieson Yamaha has a Lego play area placed near the customer service office so parents can keep an eye on children while finalizing paperwork.

• Grove's Winchester Harley-Davidson/Buell puts plus-size clothing offerings into an entirely different section to make them easy to find.

• The P&A department at Hampton Roads Harley-Davidson has a handlebar/footpeg-and-seat display horse on which customers sit to visualize and customize products for their bikes.

• Hayden Honda is the first dealership in the U.S. to have free motorcycle safety awareness training with Honda's SMART training computer simulator.

• When outfitting a showroom bike with parts and accessories, J&P Cycles Destination Daytona Super Store includes a sign that lists the specific parts on the bike, including part numbers, so customers can find them easily. Also, if the store doesn't have a part in stock, it will order it and ship it to customers for free.

• Every time a customer buys an aftermarket or performance product at the official Acerbis Store by Baja Cycles, the store installs it at no charge. The store also allows customers to use the service/shop area to work on their bikes and equipment at no charge.

• Outdoor MotorSports makes sure the phone is answered by a real person and not a recording.

• Powersports East has a rental department so that customers who are thinking about a purchase can rent a bike to test it out for an extended period of time.

Xtreme Machines put an ATM in the store for customers who need cash quickly.