Barney's of Brandon
Barney's of Brandon's mission is to be Central Florida's leading destination for powersports vehicles, parts, accessories, and service, while delivering a superior customer experience. We carry out this mission by offering the best value, selection, and service, which is equally reinforced by our reinvesting back into our facilities, procedures, and employees. We continually strive to benchmark, change, and explore new opportunities within our industry. Above all, we promote fun. And for fun on the dirt, street, or water, Barney's is the place to come for family fun.
Showroom Design and Layout
At Barney's of Brandon, our showroom is based on season, market, and availability of product. The entry way and opening of the showroom is considered our prime showcase. This is always filled with seasonal product, whether it be ATVs, motorcycle's, side by sides, etc. We rotate the showroom at a minimum of 90 days. The sections have been manufacturer-based as well as style- and engine size-based. We have a professional balloon company that comes in monthly to match the showroom theme with various colors and highlights. The main goal is to always be changing, unique, and to provide an exciting experience for our customers!
Each of our five sales professionals are tasked with an individual section that is to be maintained by vacuuming, dusting, polishing of product, as well as various P.O.P materials clearly displayed and visible to the customer. Each day they are tasked with floor responsibilities to complete before and at the end of their shift. This keeps a constant clean and neat look to the sales floor.
We have an indoor state-of-the-art watercraft / boat showroom year round. This enables us to demonstrate, sit on, and touch the product in a comfortable air conditioned showroom out of the Florida heat. It has been a huge success in the number of personal watercraft and jet boats we have sold. The showroom is decorated with an outdoor theme. Tiki hut style living with the entire back wall wrapped with a ocean beach theme. When sitting on one of our jet boats from our wood dock entry it feels as though you are drifting away on the ocean with out a care in the world!
Barney's service department has continued to excel each year in performance, professionalism and pride in what we do. Our service team has grown to the best the industry has to offer. We have over 100 years of combined service experience and our team is committed to finding and fixing a problem right the first time and providing an overall great service experience. Professionalism and pride is evident as soon as you enter the service department. To add credibility and peace of mind, one wall highlights technician plaques and updated training awards. The other wall displays a large 4' X 8' printed Service Menu that clearly educates and makes ordering and selling specific services easier. It also gives the Service Adviser a “script” to reference rather than finding and reading from a book or worse, memory.
From the time a customer walks in to our service department until the time that customer is called to pick up, the job status can be tracked on our innovative magnetic tracking board. Each customer has a magnet with their name, vehicle, end estimated labor time printed on it. At any given time, anyone looking for status on a customers unit can look at the board and see which step of the repair process the unit is in. Each magnet travels through several designated categories on the board. The categories include: Waiting On Parts (WOP), Waiting On Tech (WOT), Waiting On Authorization (WOA), and In-Shop Waiting. The sales department even has their own area (Sales) that the Service Manager assigns to available gaps in the technician's schedules. The board keeps the work flow moving efficiently throughout the shop which directly affects quick turnaround of repair orders and customer satisfaction.
To help ensure that work flows efficiently, the technicians are divided onto one of two color-coded teams, red or blue. Each team has a designated Service Adviser. The concept of two teams each controlled by one service adviser makes a very large workload more manageable. Each adviser has to mainly focus on tracking their team's magnets through the process and calling and updating the customers who have vehicles assigned to their team. The team concept also promotes incentives for each team to exceed a given contribution amount toward their department's overall goal. If their team goal is met, incentives that range from money to restaurant gift cards or a combination of both are awarded to each team member including the adviser.
Technician training is always a priority and constant throughout the year. Our technicians not only complete online update training, they also attend offsite training with our manufacturers to attain the highest available levels of dealership achievement. Currently we are a Platinum dealer with BRP, Florida's only Pro-Yamaha Specialist dealer, awarded Suzuki's Super Service Award of Excellence, multiple recipient of the Best of Brandon Award, and last but surely not least, a 2011 Dealernews Top 100 dealer!
Every service department's goal is customer satisfaction. We have worked extremely hard to exceed and maintain the highest level of customer satisfaction possible. We feel this is most evident and most credible by evaluating what our customers are saying about us. Customers are speaking out with great online testimonials on various forums, web sites, and in-store requests. With all of the outstanding support from our customers, we proudly boast the highest local ratings for the service department and the dealership all together.
Training and Employee Motivation Practices
Throughout the whole dealership, we have implemented a "Customer Testimonial Incentive Program."
To highlight employee achievements and to gauge our customer's perception of our work we actively pursue customer testimonials. This is done by surveys that are located in every department and are on every counter. The employees are encouraged regularly to request testimonials from their customers if they receive good service.
The testimonials are turned into and tracked by the General Manager. The GM then makes a copy for display in the dealership. It is posted online, and a copy of it goes to the employee, the employee's department manager, and the dealer principal. Each testimonial that an employee recieves is spiffed $10 each time.
Knowing that they can get a financial reward keeps the employees motivated to not only ask for testimonials but more importantly influence and drive their actions to actually earn a testimonial before ever asking for one. Some employees have even created "Proof Books" of the positive testimonials that they have received and collected to showcase their service.
Commitment to Customer Service
Our customer service philosophy is to treat and serve everybody as part of the Barney's family and to deliver a superior customer experience. The result is three dealership locations that stand out in cleanliness, product selection (both in vehicles and P&A), professionalism, and service. To track our effectiveness we consistently monitor and achieve all CSI-based achievement programs, maintain the highest online ratings, and most of all, listen to our customers.
Involvement in the Community
Barney's of Brandon pursues a dual-prong awareness and involvement philosophy that targets both national and local levels.
On a national level, we support and are active in industry specific organizations and causes. Areas of participation include: Marine Industry Association, Tampa Bay Regional Planning Council, Pinellas County Waterway Management, Florida Motorcycle Dealers Association, Sea-Doo Demo Days, Motorcycle Driver Ed Programs, Dirt Days, Learn to Ride, and many others.
On a local level, we are extremely focused on community events, organizations, and charities.
We heavily give back to the Brandon area and are very busy in community involvement such as holding yearly cancer awareness and charity events, monthly blood drives, are active with several veterans' associations, missing children and I.D. events, and support of shelters for abused women and children. We regularly donate, sponsor, and support local riding groups and charities and allow them to promote their organization and cause in our dealership.
To promote our cancer awareness goals we created our own organization, named "Barney's for Boobs." To effectively advertise we have created shirts, tank-tops, stickers, flyers, and various in-store promotions and sales through out the year. All proceeds benefit Susan G. Komen for the Cure.