Central Texas Powersports

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1 time winner

2009 Third Runner-Up. Owner: Steve Littlefield Location: Georgetown, Texas Store size: 43,500 sq. ft. Vehicle brands: Kawasaki, Lehman Trikes, Suzuki, Yamaha, Can-Am (Spyder) URL: www.ctpowersports.com

Tucked into Central Texas Powersports' Top 100 entry is a letter of recommendation from Tony Moseley, Kawasaki's central regional sales manager. In the letter, Moseley details owner Steve Littlefield's history in the industry and 20-something years with Kawasaki, noting that the first year after Littlefield took over his current dealership, sales tripled. "Success and prosperity has come to Steve as a result of his honesty, character, and by placing the benefit of his customers and the goodwill of the community above personal gain," Moseley writes. He ends by calling the dealership one of the best-planned designs he has seen in his 24 years in the industry. Taking a look at what Littlefield has done with his store, one can see why Moseley writes this.

Built a bit more than four years ago, the multiline dealership features a unique corner entrance that allows customers, upon entering, to see the entirety of the massive store from the well-stocked showroom to the expansive parts-and-accessories department. The P&A department is an open, well-merchandized collection of off-road and street riding gear and goods. Security is addressed by using a Western-style split-rail fence — which matches the store's Western theme — to corral the area and funnel customers past a cashier before they leave the department. Individual kiosks allow parts customers to meet face-to-face with employees, who have access cabinets behind the kiosks where fast-moving parts are stored.

Customers drop off their units for service work at a comfortable, sound-proof write-up station. Service techs work inside a 5,500 sq. ft. service area that is centrally heated and cooled. Customers who purchase a Pit Pass card get accessory and tire installation done for free. Central Texas Powersports requires that all sales, P&A and service employees receive video training while F&I workers attend classes with Assurant in Atlanta. All management must attend and graduate from RPM Group's management development programs.

The dealership contracts with Call Bright, a company that records and tracks phone calls, allowing the store to track the effectiveness of its advertising campaigns. It does so by using 10 different phone numbers in its various media efforts. For example, the store knows that 80 percent of the calls come from those who got the number off the store's Web site. Managers use the recorded calls for training purposes. CTP now has an employee who updates the Web site daily and is working on hiring a search engine optimization company.