Outdoor MotorSports

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Second Runner-Up 2008

Owners: Bill Hearne and Chuck Golinvaux Location: Spearfish, S.D. Store Size: 19,860 sq. ft. Years in Business: 8 Vehicle Brands Carried: Arctic Cat, Honda, KYMCO, Lehman Trikes, Ural, Voyager, Whizzer, Yamaha URL: www.outdoor-motorsports.com Strengths: First Runner-Up Outdoor MotorSports is a mix of solid management, skilled employees, entrepreneurial drive, righteous products and a strong location. Located on a four-acre site overlooking Interstate 90, the Dealernews February 2007 cover dealer is a 20-minute highway blast from Sturgis. Each August, the surge of bikers means a huge leap in business. Not only does it fill OMS with rallygoers, it serves as an annual trial by fire for the store.

"We have what is a blessing and a curse. Because of the proximity to the Sturgis Motorcycle Museum, we get about 15 or 20 days a year where everything expands by a factor of five," says co-owner Hearne. "Other dealerships don't have an opportunity to have that happen on a regular basis. What that forces you to do — and you learn this the hard way initially — is that if your systems aren't really good during the rally, your dealership will implode."

The rest of the year OMS still kicks some serious retail ass. Sales employees have added text messaging to their methods of staying in contact with customers, and the store has found that buyers often respond to texting over phone calls or e-mail. Customer satisfaction is measured every day. All vehicle buyers and service customers receive a self-addressed survey card within three days of doing business. They are asked to rank their service as excellent, good, fair or poor. In the event of a fair or poor response, the customer is contacted within eight hours, and the problem fixed.

Outdoor MotorSports' community involvement is extensive and includes race sponsorship, supporting the Off-Road Rider's Association, ATV safety training, the local Star Riding Group, an elderly care program, and numerous donations. Co-owner Hearne also serves on the Sturgis Motorcycle Museum and Hall of Fame's board of directors.