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 and are rearranged on a regular basis. Units are shown both as stock and accessorized to show the many options available for the customer. Accessories and parts are displayed among the units to show what is available. The remainder of the showroom is apparel with half of the apparel in stock for women. We try to stock all gear needed for the current riding season, while always stocking boots, gloves, jackets, helmets and casual apparel. We carry gear for sport, cruiser, dirt and touring riders. With many of our customers now being travelers, we have also increased our merchandising to accommodate their needs.
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 three lifts and one is used for large motor jobs or wrecks that are in progress. Even though we are a franchised dealer for Victory, Royal Enfield, Ural and SYM, we service most bikes, including most v-twins, like 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. Training is crucial to every employee to help them better understand their role in the dealership as well as give them the tools to perform their job with the appropriate skill, whether it be a technician or customer service.
Commitment to Customer Service
Our customers are the most important thing in our store and we do our best to ensure they are taken care of and appreciated. All employees are encouraged to get to know the customer by name so that they can acknowledge them as soon as they walk in the door. 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. At times it feels like the old corner grocery where everyone would go to catch up on the gossip. We consider these customers to be the heart of our business. Our goal is to keep our customers on the road and we do everything we can to make that happen, including picking them up out in the middle of the country when they are stranded, sending overnight a part when theirs breaks, even visiting or sending flowers when they are in the hospital for any reason. One of the customer service programs that we implemented a few years ago and still do is our military discount program. All active military and law enforcement receive 10 percent off all purchases.
Involvement in the Community
Our goal is to contribute to our local community as often as possible not only in motorcycle events but in any way possible. We send out weekly emails of the upcoming motorcycle events, not just the ones we are doing, but any event in the area that promotes a charity or motorcycle event. This is the one email that gets the most comments from customers, thanking us for the weekly reminders and for helping the various charities. We offer our lot to any group that wants to do a charity ride or event. We contribute auction items to charities that are doing a fundraising activity, not for just motorcycle events, but many around the community. We believe in giving back to the community that continues to support our business.