To be recognized by competitors, industry partners and customers as THE motorsports dealership in Southwest Missouri that consistently exceeds the highest industry standards in customer service, product merchandising, quality support services and value.
Showroom Design and Layout
Motorcycles line the front of the showroom on both sides and down the center left as you walk in. Motorcycles are rearranged on a regular basis, sometimes several times a week. Never stale, always fresh -- they are the gems in our jewelry box. Units are shown both as stock and accessorized to show the many options available for the customer. Accessories are displayed on the walls behind the units to show what is available.
Apparel and gifts are displayed among the units to demonstrate lifestyle. Our showroom has a large apparel section with half of this section devoted to women's apparel. We try to stock all gear needed for the current riding season, while always stocking boots, gloves, jackets, helmets and casual apparel. Displays are changed to accommodate new styles and seasons. We carry gear for sport, cruiser and touring riders.
The accessories section is located on the left side of the showroom as you walk in the front door. Any chrome accessory that we have in stock is in this section, on display for customers to see and touch. This area has saddlebags, sissybars and tank bags. A customer walks through this section passing by essentials such as tow straps, bungee nets, cleaners, lights, oil and coolants to get to the Parts Department, which is located at the back of the showroom.
We carry basic items for the sport, cruiser and touring market in our Parts Department. We have a display on the wall behind the parts counter that draws attention to the department and showcases additional accessories we carry.
The Service Department is located at the back of the building behind the Parts Department and runs the full width of the building. It is accessible from outside or inside the store. There are four lifts and one is used for large motor jobs or wrecks that are in progress. The Service Manager's office is just inside the outside entrance to the Service Department. Even though we are a Victory franchised dealer, we service most street bikes as well as most V-twins, including Harley-Davidson.
Training and Employee Motivation Practices
We have staff meetings to review positives and negatives and any upcoming events, as well as reviewing department revenues. We encourage and allow time for employees to take every training opportunity that is possible, especially online. We have sent employees to trade shows and dealer meetings to allow them to take classes and socialize with their counterparts from other dealerships.
Commitment to Customer Service
Our customers are the most important things in our store, and we do our best to ensure they are taken care of and appreciated. It is not unusual for us to have several customers in on a daily basis just hanging out and visiting with us and each other. Many of them will step in and help other customers when needed; even making sure the coffee is fresh. At times it feels like the old corner grocery where everyone would go to catch up on the gossip. We have loyal customers who now enjoy substantial discounts on all of their purchases. We consider these customers to be the heart of our business.
We have monthly Sunday rides 12 months of the year where we ride to a restaurant so everyone can socialize and meet other riders. We send out weekly emails, not just for merchandising, but also for our Weekend Motorcycle Events. This is the one email that we probably get the most comments on, with folks thanking us for the reminders about events. We have been getting request from non-motorcycle local events to be added to our email and web page. We include in this email all events, not just our own. We encourage employees to get to know the customer by name so that they can acknowledge them as soon as they walk in the door. We have had customers tell us how special that is to them.
The safety of our customers is taken very seriously. Whether a customer is searching for apparel, parts, service or sales, we stress the importance of safety and try to educate each customer of their options. We will not compromise their safety for a sale.
One of the customer service programs that we implemented a few years ago and still continue to run is our military discount program. All active military and law enforcement receive 10 percent off all purchases.
Involvement in the Community
Out goal is to contribute to our local community as often as possible, not only in motorcycle events but in any way possible. To do that, we offer our large parking lot to groups fundraising with a motorcycle rider and we offer our building, after hours, for groups that need a place to meet. We have contributed auction items to many events: Raising funds for the Boys and Girls Club, Teen Challenge, Pregnancy Care Center, Fellowship fo Christian Athletes, American Cancer Society, Ozarks Honor Flight, Family Violence Center, Breast Cancer Foundation of the Ozarks and many more. One of the principals of the business is on the board for Ozarks Literacy Council. Our chosen charity again this year is The Wounded Warrior Project. We believe in giving back to the community that continues to support our business.