Central Texas Harley-Davidson
Mission Statement: Central Texas Harley-Davidson strives to make loyal customers for a lifetime by providing an unprecedented value and experience. We will train, adapt, and relentlessly improve to be your only source for all that is Harley-Davidson.
Showroom Design and Layout
Central Texas Harley-Davidson utilizes the factory's Retail Environment Group fixtures and display advice to make shopping easy, puts hang tags on all new and used motorcycles, and re-merchandises the entire showroom of motorcycles, parts and clothing twice a month. The dealership promotes upcoming events with point-of-purchase displays in all departments and with TVs scrolling promotional slides inside the store.
CTHD provides a ride-in air-conditioned service write-up area with Air Curtains to keep the temperature comfortable for the rider. Customers can see into the technician area as well as the dyno room.
Training and Employee Motivation Practices
CTHD performs sales training with associates in motorcycle, parts and clothing every day, 30 minutes before the store opens. The dealership also has a nightly huddle to recap the day's activities and to plan for the next day.
We utilize Sam's Powersports Garage and HDU for additional training, and have outside trainers in to identify opportunities. We put out spiff programs in all departments for upsell, customer service, accurate logs etc. We have auctions for holiday gifts, outings to the lake and amusement parks, lunches and dinners, cash-in-hand spiffs, [and] Nike ID shoes. [We] try to keep it creative and interesting.
Commitment to Customer Service
Victory Solutions is the dealership's CRM and call back center. Through this, we are able to hear about problems prior to selling a motorcycle, after selling a motorcycle or from a completed repair order.
Involvement in the Community
We try to be involved in things with a direct impact to our local community. Last spring we had an APD officer, Jaime Padron, shot and killed. Two weekends later we held a charity event at our dealership with local bands, business and food vendors to raise $25,000 for his surviving childrens' trust fund. We also have partnered with Round Rock Police for their Blue Santa Toy Mission, with toys, rides, and golf sponsorships for the last four years. We support both of the Motor Co.'s initiatives, for the MDA and Susan G Komen.