Cyclewise Inc. / Ducati Vermont

Dealer Website: 
http://www.cyclewisevt.com
130 Ethan Allen Hwy., NEW HAVEN, VT
View on Google Maps:Google Maps
Type of Retail Business:
Franchised (selling new vehicles), Used Vehicle Dealer
Owner(s): 
Joe and Tamara Boise
General Manager: 
Joe Boise
Days of Operation: 
Tuesday
Days of Operation: 
Wednesday
Days of Operation: 
Thursday
Days of Operation: 
Friday
Days of Operation: 
Saturday
Years in Business: 
17
Gear, Apparel and Helmets: 
Genuine Ducati & Suzuki, First Gear, Joe Rocket, Cortech Fieldsheer, Speed & Strength, River Road, Saddleman, Cortech, Shad, Mustang, Sidi, MSR HJC, Arai, Shoei
Accessories: 
Genuine Ducati & Suzuki OEM, GoPro, Protek, Moose, Kuryakyn, Bike Master, Progrip, Termignoni, Cobra, Rizoma, Twisted Throttle
Parts and Tools: 
Motion Pro, Bikemaster, K & N, OEM
Distributors: 
Helmet House
Distributors: 
Motonation
Distributors: 
Parts Unlimited/Drag Specialties
Distributors: 
Sullivans
Distributors: 
Tucker Rocky/Bikers Choice
Male: 
75%
Female: 
25%
Average Age: 
48
Total Facility: 
8,500 sq. ft.
Showroom: 
3,500 sq. ft.
PG&A Departments: 
1,200 sq. ft.
Service Dept: 
1,800 sq. ft.
Total Acreage: 
1.4

Mission Statement

We are committed to sharing our enthusiasm and passion for powersports by facilitating a genuine lifestyle of fun and life-long relationships with our cherished customers. We pride ourselves on our customer relations and feel that our dealership experience is one that is redefined. We give our customer a unique experience that welcomes them into the powersport lifestyle as well as into our dealership family. We believe that riding promotes a healthy lifestyle and that is why we have been fueling the passion for adventure since 1997.

Showroom Design and Layout

This year marked the unveiling of our totally remodeled and redesigned showroom. Our showroom is divided into two sections with the front being the dedicated Ducati and the back being dedicated Suzuki and pre-owned.  As you enter Cyclewise/Ducati Vermont from the front entrance you are greeted by a brightly-lit exciting atmosphere with new black tile floor and freshly repainted white walls.  You are welcomed at the entrance by our free standing Ducati superbike display and standing mannequin dressed in the latest Ducati riding apparel and a Ducati print Arai helmet. You are equally invited to walk to the left or right by our free-flowing pathways and stainless steel floor displays for both accessories and apparel. On each section of wall you will find either one of our tasteful lifestyle portraits, from our own photo shoots, or a stainless steel accessory display inviting you to outfit your new motorcycle. Our Ducati apparel section is centrally located in the middle right side of our showroom again accentuated by stainless steel wall displays, unique hanging apparel holders and spiral waterfall display racks. On the left side of our showroom you will find both our sales and business office easily recognized by our custom one of a kind stainless steel doors. Directly in the center of our showroom you will find our full lineup of our new Suzuki motorcycles. Each motorcycle is strategically displayed by model and spaced to allow easy access to each bike. Above our Suzuki section you will see lifestyle banners hanging from our 16 foot ceiling and spotlights positioned to bring attention to the bikes below. The left side of our showroom is dedicated to pre-owned motorcycles. Each unit is positioned with like motorcycles i.e. cruisers, sport, adventure and naked and placed to allow space to freely sit on and stand each bike up. The left side wall is used to display our many genuine Suzuki and aftermarket accessories, again separated by styles of bike. The right side of our showroom is our helmet and riding apparel section where you can find fully outfitted mannequins in the latest riding gear and stylish clothing. We have several apparel racks fully stocked with riding coats, riding pants and rain gear. We also have a dedicated race display containing full leather suits and gauntlet gloves. The walls have been set up to beautifully display boots, gloves, helmets and helmet accessories. We have a dedicated woman’s sections along the side wall for all of our female riders to gear up and be ready for the open road. Our changing room and restroom are located to the far left rear of the showroom and are brightly lit and equipped with a handmade changing bench and full length mirrors. The customer lounge is nestled off to the side of the showroom but allows for a full panoramic view. It is equipped with comfortable chairs, T.V, a separate table with stools and a bar. Hot coffee and tea are always brewing and cold beverages are available in the mini refrigerator. A snack box sits conveniently on the counter to keep the customers happy while they wait for their machine to be serviced. The lounge is also equipped with a box of children’s toys, a bulletin board with inspirational sayings and “meet the Cyclewise family” photos of customers and their machines and recent events.  Above our parts and service counter is a mezzanine with several rare and antique motorcycles on display for our customers to look at and enjoy while they are waiting.

Service Department

The service department is purposely located next to the parts department. This is to ensure communication, which is essential in making every transaction between the departments run smooth.  The service counter is also positioned near the service area entrance for efficiency and convenience. There is a separate service entrance in front of the service desk for customers to easily drive up and drop of their machine. While at the service counter, the customer can look through a window directly into the service department and watch their bike during its service. When the machine is ready for pickup, it is wheeled from the service department to the front of the service desk or just outside the service door. This allows the service manager to have direct contact with the customer and go over the work that was performed on their machine. Located on and behind the service counter are awards, certificates and plaques that have been earned by Cyclewise Inc./Ducati Vermont and their employees.  This indicates to the customer that this business is up to date, qualified and recognized within the industry. Our service area under went a complete remodel this year, in which we emptied, sorted, cleaned repainted and retooled to improve service flow and efficiency. This process earned us national recognition from Ducati as we were chosen number one in the world for our dedication. As you walk into the service area you will see our dedicated Ducati service station, along the wall is our Ducati specialty tool board and red Ducati tool boxes. The lift closest to this wall is dedicated to Ducati service. Along this same wall are 3 more motorcycle/ATV lifts lined in a row. In order to keep an open floor layout to push machines in and out the main specialty stations are placed along the walls. These stations are broken down into a tire station, fork rebuild, battery prep and maintenance, ultrasonic wash, bead blast and detail/wash station.  Each station is equipped with the necessary tools and supplies needed to perform the task efficiently. There are two overhead doors on each end of the service area so that machines can be driven through or out ether door for mechanics convenience.
This year a new service of nitrogen tire filling was implemented.  This is a true value for the customer to enable longer tire life.    Since we are in the Northeast we offer storage and winterization with spa like treatment so that the customer has a hassle free experience when they are ready to ride in the spring. As always we offer free pick up and delivery for servicing of machines, especially during inconvenient weather.  

Training and Employee Motivation Practices

Cyclewise/Ducati Vermont sells fun and fashion and instills passion in the powersport industry. Employees of our dealership need to resonate that vibe throughout the workplace so they can pass it on to the customer. For this reason we do some cross training with our employees in different departments. This allows them to learn new skills; it makes them more valuable to the customer, and combats worker boredom. Therefore the mind is constantly stimulated, and the mood is kept upbeat and fun. We highly believe that educating ourselves and our employees makes us all responsible, productive team members. The more knowledgeable information that we can pass on to our customers the more our devotion shows through. We send our technicians to every factory O.E.M training and our sales staff is sent to all new model updates that are offered online or in person. For parts and service we fill in the gaps by using some online courses and articles.  This keeps everyone current in the industry.
Cyclewise/Ducati Vermont would not be who we are if it weren’t for our incredible staff. Each year we try to find a way of thanking them for their hard work and devotion to their careers. This year we took a family camping trip to the New York Safety Track where we camped as a group for three days and enjoyed two days riding on this beautiful new track in Harpersfield, N.Y.
Our ultimate objective for the dealership is creating a safety philosophy that will promote safe acts and good decision making.  We have monthly training on proper dealership practices and completed certifying everyone in areas from forklift use to test ride procedures to proper facility harassment. We spend time discussing treatment of coworkers and how to work through issues that arise between each other. We brainstormed on how to keep the facility safe from theft and other losses. It is important to us, the owners, that each employee voice their opinions and concerns and understood how valued their input is to us. 
Our industry is ever changing and it requires a skilled, knowledgeable workforce with employees who are adaptive, flexible, and focused on the future. In order for us to assess and gain feedback from our employees on where they feel they are we have them fill out a self evaluation form. Together we go over the form and based on their skills and achievements a wage increase is granted. We have implemented a commission-based pay on top of each salary that rewards each staff for their part in increasing our overall revenue.

Commitment to Customer Service

When it comes to customer service, we think in terms of the ultimate experience that is delivered before, during, and after the sale or service we provide. Having exceptional customer service is the key part of your business strategy. We strive to create a welcoming atmosphere so all customers are greeted promptly by name, and with a friendly smile. We go to great lengths to engage with our customers in the sport that we are all passionate about.  We organize group rides so that we can enjoy the freedom of the open road together. We also hold tech seminars so that we can guide those who wish to perform some of their own service.

We take pride in spending the right amount of time with each customer when they purchase a new or pre-owned machine from us. It is important to us that the owner / enthusiasts spend time greeting and welcoming each customer.  When a sale of a unit is made, the salesman does a very in-depth walk through of operation and basic maintenance of the machine. 

This is a question and answer time so that the customer has a complete feel for their ride. The customer is introduced to each department so that they can feel confident that no matter what their needs are, there is a person dedicated to help them at any time. Every customer is paired with one of our technicians who then sets up the suspension specific to the customer's riding style. 

We take photos of each customer and put them on the “meet the Cyclewise Inc. family” wall. After the purchase the customer receives a follow up by phone and then a series of thank you notes and letters from each department through our Follow Up Sales System. We work hard to create a family environment for our customers and we are thrilled to help our customers gain new techniques and comfort on their machine.  To help achieve this, each year we organize four to five track days for customers to attend.  We believe that there is no better place to learn about the abilities of the bike and rider, and gain new riding skills. We arrange the transportation and lodging for a worry-free experience. We spend a day prepping the bikes with them, loading them into the trailers, answering questions and making sure proper gear is available.  We share a meal together on our three-hour journey to the track and enjoy the stories of riding.  We provide a hospitality tent with extra drinks and food along with tech support for all the riders.

This year, we brought 27 riders to the Ducati Revs New England track day and presented them all with a personalized jersey.  We wore the jerseys all day so that the personal photographer that we brought with us could capture each customer throughout the day and provide them with photos to remember their experience. We also have a standing tradition that passes on a rubber chicken to a rider that stands out for the day. This is presented after the track day at dinner on the way home. Each customer that experiences these track days reports back that their skills have improved and their permanent smiled tells the rest. They are hooked, and forever part of the Cyclewise / Ducati Vermont family

We stress that our employees listen and understand the customers and demonstrate our commitment to customers through respect, knowledge, responsiveness, and courtesy.  We hold staff meetings and share feedback from our customers and other customer service experiences outside of the dealership.  We critique each other and talk of ways that we can better ourselves. We send out customer surveys to gather an understanding of what our strengths and weaknesses are so that we can provide the best support to our customers.

Cyclewise / Ducati Vermont makes sure that our staff has access to the tools, training, and resources they need to achieve our customer service goals. Attending seminars and reading circulated articles help foster and strengthen everyone’s customer service knowledge. The front-end staff has the authority to make decisions that best satisfy a customer should a difficult situation arise. This approach offers the customer an immediate feeling that they are a priority and that their experience with us is top-notch.

Customer service is nowadays offered in various venues such as online, emails, texts, over the phone and, of course, in person.  Our goal is to see that all of these touch points are evaluated and finely tuned so that we can deliver more than what a customer expects. Interacting online with customers can appear cold and impersonal. To counteract this, we respond in a timely manner along with more elaborate answers to ensure that we are delivering the best service possible.

All in all, our ultimate goal is to be the dealership of choice, so we continue to build on our customer service culture within our company in order to deliver exemplary service every time.
 

Involvement in the Community

As a company we are just as passionate about our community as we are about our industry so we believe greatly in contributing to our community.  Our employees and customers are such caring and considerate people that it allows us to make a great impact on a variety of community needs.  
 
Cyclewise Inc/Ducati Vermont’s big annual event is the “Ruff Ride”, a motorcycle benefit ride that raises money for the local Humane Society.  This event consists of gathering monetary sponsorship for each rider, a 100 mile police escorted cruiser ride alone beautiful Lake Champlain and an escorted sport ride through the Adirondack Mountains ending with a BBQ, music, prizes, raffles and games at the dealership.  This year was our 7th annual ride.  We had 81 riders attend and raised just over $4500.00.
 
As a company we make several charitable donations through out the year. This year we raffled off a brand new Ducati Monster with all the proceeds donated to Families of SMA in Memory of our son Rider Kam Boise.We set a limit to only sell 300 tickets at $30 each to better the odds. We were overwhelmed with the response and had to turn many people away because we sold the limit within a week and a half. We structured an open house event around the live drawing of the winner and raised awareness of this disease through posting YouTube videos and Facebook posts.   Customers donated money as well purchased tickets and a total of $1,800 was sent to help find a cure for SMA. 
 
We also support our local and state police departments, fire departments and area rescue squads; we donate to local schools, youth organizations and sports teams as well as attend the Middlebury High school health fair to promote motorcycle and ATV safety awareness. We sponsor local associations like The Vermont Tractor Pullers Association. We also host or attend several area community events like The Middlebury                Mid-Summers Fest and the Annual Chili Cook off.  We are also a big part of the local Breast cancer awareness group and do several donations to People Facing hardships.
 
Our goal of being recognized in the community as a socially responsible business is taking shape. We have paired and cross promoted with area businesses to help everyone grow. We are constantly looking for ways to pull more customers into our quaint town to benefit all businesses that operate here. We recently put two vintage bikes from our personal collection on display at a new local coffee shop to draw attention to their front window. We also paired with a professional photographer so he could use our motorcycles to film an advertisement for a high-end watch company.To us it is all about helping people, helping the community grow and thanking the people who support our business.