Charlie's Harley-Davidson

Dealer Website:
408 4th Street., Huntington, WV
View on Google Maps:Google Maps
Type of Retail Business:
Franchised (selling new vehicles), Used Vehicle Dealer
Charles Cole
General Manager: 
Susan Lucas
Days of Operation: 
Days of Operation: 
Days of Operation: 
Days of Operation: 
Days of Operation: 
Days of Operation: 
Years in Business: 
Gear, Apparel and Helmets: 
Harley-Davidson, Wiley-X, Ace Company, The Leather Company, Boliva, Black Hills Gold, Tervis, Athalon, Vega, Viva, Global Vision, SGI, Helmet City Incorporated
Harley-Davidson, Kuryakyn, V-Twin, S&S Cycles, Rinehart Racing, Vance & Hines, Rush, RC Components, Performance Machine, Bassanni, Reda, Cruizer Kaddy, Bright Ass Lights, Barnett Cables, Bub
Parts and Tools: 
Harley-Davidson, Drag Specialties, Biker's Choice, V-Twin
Custom Chrome
KK Motorcycle Supply
Parts Unlimited/Drag Specialties
Tucker Rocky/Bikers Choice
Average Age: 
Total Facility: 
50,000 sq. ft.
12,000 sq. ft.
PG&A Departments: 
7,575 sq. ft.
Service Dept: 
8,700 sq. ft.
Total Acreage: 

Mission Statement

We believe our mission statement should be a downstream reflection of the core Harley-Davidson idea: to fulfill dreams of personal freedom. 
The most complex words are unable to capture the essence of what having our knees in the breeze can explain.
We believe it is our responsibility to uncage our customers, and cultivate the love affair between a Harley-Davidson Motorcycle and its rider.

Showroom Design and Layout

From our TV monitors that rotate information and announcements to our giant wall map and cork boards on our showroom floor, we make every effort to keep our customers "in the know" with not only motorcycle data, but events that also take place through our riding season. 
Informative and in-depth hang tags are displayed on all new motorcycles to educate customers as much as possible about the model they are looking over while our sales staff goes through extensive web-based training as well as role-playing. Since our dealership has 80-100 motorcycles at any one time and our sales team are not always available to speak to every customer at once, we feel it is vital to provide as much information as possible for each model we have displayed. 
We also have our entire pre-owned inventory online via YouTube. The videos feature a full 360 walk-around in high definition while the bike idles so customers can hear the bike before even stepping foot into our showroom.

Service Department

Our Service Department has a simple, straightforward design. Riders drive right up into a service room from the alley and out of the elements. A service writer greets the rider and gets the bike checked in. Once the owner hands the bike over, they can walk directly into the main building. Restrooms are immediately available inside. Our diner is located just beyond the restrooms so that riders can stop in for a bite to eat or a cool drink while their motorcycle is being serviced.

Training and Employee Motivation Practices

Knowledge is key for good customer service. Not just knowing the product, but understanding how it can benefit the customer is vital to successful customer service and overall experience. Because of this, our dealership has many different structured pay-for-performance plans that are built on the foundation of providing quality customer service in every department. In addition to knowing our assigned job duties, many departments cross-train their employees for coverage in multiple departments when and if required. Because of their key roles, only the core administrative staff and motorcycle mechanics stay focused within their specific job duty.

Commitment to Customer Service

Customers and community are our family. Understand their needs, support their causes and that will translate into a strong partnership for the future. 
We put our words to action by supporting our family of bikers through their charity rides and events all through the riding season. 
In 2013 our customers rewarded our commitment to them by ranking our dealership 2nd in the nation in customer service through Harley-Davidson's Customer Service Index program. 
2013 was our first year to earn the Gold Bar & Shield Award from Harley-Davidson. Additionally, we placed 16th overall in the nation.

Involvement in the Community

We believe in helping those who need assistance. We stay focused within our designated region; however, we will not turn our backs on community heroes who need help. 
In 2014, a volunteer fire department that was just outside of our territory needed to replace their antiquated main engine. They had been turned away by the dealerships in their region before they approached us. Not only did we offer them a brand new 2014 Street Glide at a loss so they could raffle it off in an effort to raise funds for their new engine, we also advertised their drawing through our media channels and gave them space on our showroom during the weekends to sell their tickets.
In 2014, we also provided our first Street 500 to a group known as "Hope Uprising" in an effort to support a local concert benefiting drug addiction support and recovery for a city that is in desperate need. This free concert brought in nationally known bands for an eight-hour concert marathon. Its purpose was to provide free help and support to addicts looking to get clean.
We currently manage four annual charity events. In June, we coordinate a fundraiser for a local nonprofit children's daycare. In July, we partner with a major radio station in town to do a motorcycle ride for a local children's oncology unity. In October, we partner with a local hospital for a large community event for breast cancer research. 100 percent of all donations and registration fees goes to each respective charity. Every December, we team up with the local Toy Train to host a large benefit party that requires people to bring unwrapped toys as gifts for underprivileged children.
In 2014, our dealership initiated a 10 percent donation match for all charity rides that start or end at our dealership. Not including motorcycle purchases, we donate 10 percent of each purchase made by registered riders to the charity they are riding for.
With exception to our opening bike night and end of season charity event, we exclusively book local bands to support the local music scene. Larger regional bands are brought in for charity events so the crowd they bring in will draw more money for the charities we support.
We support our troops by hosting a DAV/Harley's Heroes event every year. The DAV provides information and support to all veterans regardless of their status.