Cyclewise Inc. / Ducati Vermont
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.
Training and Employee Motivation Practices
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.