Matt Flintrop says he’s taken Harley-Davidson’s Chrome Consultant program to the next level. The service manager for House of Harley-Davidson, a Top 100 dealer in Milwaukee, renovated the area as shown, dubbing it House of Customs. “Honestly, the situation previously was that we had a dark little counter like a lot of places do for Chrome Consulting, and there wasn’t any reason to take anybody over there,” he says.
The area is in conjunction with recent sales training that makes use of menu-selling and parts-and-labor package deals. Both parts people and service advisors use House of Customs. “We’re able to walk a guy over to that area and use it just as we would if we were going through a bike sales process, giving him an opportunity to dream a little bit and see what a complete solution for him would look like,” Flintrop says.
House of Harley-Davidson also will install any accessory as the customer waits as long as the installation doesn’t require more than an hour of labor. “It’s one more tool for the parts guys and service advisors to use to close a guy on a sale,” Flintrop says. All the store’s 14 technicians participate in offering the service. — Arlo Redwine
This story originally appeared in the Dealernews June 2011 issue.