A.D. Farrow Co. Harley-Davidson
To grow and serve the Motorcycling Community.
Showroom Design and Layout
Our showrooms are our opportunity to create an atmosphere that showcases motorcycles. We arrange motorcycles by model family and rearrange the floor a minimum of every 10 days to make sure the showroom always has a fresh appearance. We place accessorized motorcycles on the sales floor to highlight their uniqueness.
Most importantly, we realize that retail is detail! The importance of a meticulously clean showroom is a detail that we are abundantly aware of. Upgrading facilities to ensure this atmosphere requires investment. Recognizing these things sound simple in theory, but it requires a strong investment in both associate time and money to keep the showrooms inviting. Our interactive displays in the showroom allow the customer’s dreams of actually owning a Harley to come to fruition for an instant by feeling, hearing, and smelling the experience.
In order to create a seamless process, we focus on the service write-up area, the workflow, the parts-to-service access, overall care and cleanliness, and follow-up. There is a continual communication that takes place among the service advisers, customers, technicians and parts associates in order to run a highly functioning service write-up area. Service desk accessibility is vital. In order to clearly designate this area, there are overhead doors which immediately indicate to the customer where service is located.
The customer is then walked through the procedure that will be performed on his/her bike, assisted by the electronic display. This helps customers in visualizing the service needs of his/her motorcycle. Once the customer understands the needs of the bike, the bike is taken to the adjacent shop area. In total we have 25 lifts and 11 technicians who can immediately begin working to rectify any situation or perform a simple scheduled service. When service is complete, the motorcycle makes its way to a designated wash bay where it is carefully cleaned and detailed. After the bike is detailed, it is ready for pickup by the customer.
Training and Employee Motivation Practices
We offer several conferences and training sessions to keep our associates abreast of strategies and techniques that will benefit them in their careers. Offering them the opportunity to learn skills that will only propel them toward their career goals is important to us. A well-educated employee benefits the team as a whole. The team then grows to be stronger as a whole. We are proud to say that we have not had a layoff over the past five years, a period in which our industry has shrunk by almost one-half.
Additionally, we pride ourselves on not having involuntary or voluntary layoffs during our slower winter seasons. We are a Harley dealer; our associates like to ride. This year, we introduced the “Ride the Wheels Off” Mileage Contest to our employees, encouraging friendly competition and general good-humored banter. Employees were also given the day off from their normal work day in order to participate in a ride to Hocking Hills where lunch and a tour of Old Man’s Cave was available. Our associate Newsletter, “Teater’s Tribune,” applauds hard-working employees. We realize that communication between our employees is important. Spending $12,000 to update our conference room facilities in order to stay connected with each other, will undeniably lead to a more comfortable work environment.
Commitment to Customer Service
You are A.D. Farrow Co. Harley-Davidson. By stepping through our doors, you are immediately welcomed into a family. You are now a part of a 100-year-old tradition and community. When you walk through these doors, our goal is for you to have the best 30 minutes of your week. You are our focal point, and we want to make you understand your important role in our family, dealership, and the history of motorcycling.
To exemplify the notion that everyone is A.D. Farrow, we coordinated a Fashion Show with students form The Ohio State University. In the show we had 20 models, each of whom dressed up in attire of everyday jobs. A CEO, pilot, janitor, and teacher were all represented in the group. When these models walked on stage, they ripped of their attire to reveal their Harley style underneath. It displayed the idea that anyone can be a Harley rider. Anyone can be A.D. Farrow.
Involvement in the Community
Community service is the manifestation of a grateful heart. We are privileged to be in a great industry as stewards of a legacy business in one of the best motorcycle markets in the U.S. Embracing the community and its charities is an integral part of who we are as a company. A tradition of giving is not a philosophy; we have been giving back for 100 years and will continue to do so for the next 100 years. We have an associate who reviews every charitable request; this year we had 103 charity requests. We genuinely want to help by involving ourselves in the community; we reach our mission of growing and serving the motorcycling community.
Recently, Flying Horse Farms Camp was opened a few miles away from our dealership. Flying Horse Farms is an affiliate of the Paul Newman Hole-in-the Wall Camps. The Camp’s mission is to provide magical, transformative, cost-free camp experiences to children with serious illnesses. A.D. Farrow Co. has taken on the role as founding sponsor for this incredible camp. With checks being cut for $10,000 frequently and through fundraising events, we have raised more than $75,000 for the Camp.
Our permanently endowed scholarship fund at The Ohio State University again received a $10,000 check at our Celebration of the Century. In a few short years we will have completely funded our second fully endowed scholarship at a cumulative investment of $200,000.