Downtown Harley-Davidson Renton

Dealer Website: 
http://www.downtownhd.com
3715 East Valley Rd., Renton, WA
View on Google Maps:Google Maps
Type of Retail Business:
Franchised (selling new vehicles), Used Vehicle Dealer
Owner(s): 
Terry Stallcop and Bob Lanphere
General Manager: 
Greg Fisher
Years in Business: 
6
Gear, Apparel and Helmets: 
Harley-Davidson
Accessories: 
Harley-Davidson
Parts and Tools: 
Harley-Davidson
Distributors: 
Custom Chrome
Distributors: 
Helmet House
Distributors: 
Parts Unlimited/Drag Specialties
Distributors: 
Tucker Rocky/Bikers Choice
Male: 
75%
Female: 
25%
Average Age: 
49
Total Facility: 
40,000 sq. ft.
Showroom: 
20,000 sq. ft.
PG&A Departments: 
10,000 sq. ft.
Service Dept: 
10,000 sq. ft.
Total Acreage: 
5

Mission Statement

Mission statement: Building lifelong customer relationships through exceptional sales and service.

Showroom Design and Layout

Our showroom is 20,000 sq. ft., on two levels, housing an amazing display of Harley-Davidson Motorcycles. As you walk into the dealership and onto the showroom floor, you first see a sea of handsomely displayed Harley-Davidson motorcycles complemented by spotlights and windows from floor to ceiling, giving the showroom floor a sense of openness, and of blending the outside with the inside.

Every wall on the showroom floor has historical and racing Harley-Davidson artwork displayed, telling our customers stories of the history of Harley-Davidson, further adding to the Harley-Davidson experience. The showroom floor has high open steel-beamed ceilings, giving you the feeling of being inside a huge airplane hanger/warehouse. The polished cement floors help to enhance this feeling. The showroom floor has seven 50-inch flat screen monitors playing our National Media Music at all times, creating a fun, exciting Harley experience for all of our customers. In the center of our showroom floor is a turntable displaying the new H-Ds.

At the front of the showroom is a cylinder-shaped glass silo displaying more H-Ds and our infamous Bar & Shield, which slowly spins non-stop. And it doesn’t stop there -- we have an extended showroom mezzanine upstairs, with four balconies and four window displays along our north wall to further house our Harley-Davidsons. Upstairs, we also have a lounge area for our customers to kick back and relax and enjoy watching the 50-inch flat screen TV, while enjoying a cup of coffee or playing a game of pool!

We have a unique Parts & MotorClothes Department. When the customer walks in our north side door, the Parts Department is to the immediate right, but as you approach the Parts counter, you have already noticed the many wall displays, displaying our Harley-Davidson Parts & Accessories, surrounding the Parts Department and extending down onto the showroom floor. What better mix than Harley-Davidson motorcycles right in the Parts Department! This also makes our Parts Department twice the size, and makes it more comfortable for our customers to browse. The Parts Department has two front counters in which to help our many customers with their needs, as well as back stock area, and separate storage and Parts counters in our Service area. The Parts area has a flat screen TV and a bar table and chairs for our customers comfort.

Our MotorClothes Department is next to our Parts Department, separated by two dressing rooms and a small lounge area. The Parts Department and Motorclothes Department flow together, creating a welcoming open feeling. The back wall of our MotorClothes Department houses a display of helmets. Next to that is our shoe department and heated gear and gloves. We have a women’s section, children’s section, pet section, collectibles, sale Item section, jewelry section, and sections for glassware, cards, and riding accessories.

Along the walls on display racks and extending down onto our showroom floor are our many choices of riding gear for men and women. Our Parts and MotorClothes Departments are really an extension of our showroom floor, keeping with the feeling of being in a Motorcycle Garage and Warehouse. We have a large conference room, which we have named HOG Heaven, that is able to hold 256 people, equipped with a Bose surround sound system and projector. We have dedicated this room to the community to use for any events or meetings. Our local HOG Chapter holds their meetings and events there, and many other local businesses and groups have held meetings, classes and events there.

Service Department

Our Performance Center has 23 service bays and over 30 bike lifts, with dedicated work stations for Trikes, Sidecars, LoJack installations and Chip Protect applications. We have state-of-the-art exhaust systems and oil distribution systems that not only reach every corner of the facility, but are seismic-rated and quiet.

We have two air compressor distribution systems and a back-up storage unit in the event of a power failure. We are never without the ability to work on your bike. We have multiple digital technician stations and five Master Technicians on staff. We wash every bike, every day, in our indoor, heated wash bay, and we offer 25,000 sq. ft. of bike storage, in a climate-controlled environment with security and battery tender applications.

Once your bike has been spoiled by our facility, it will reward you for bringing it to us, with miles and miles of dependable, enjoyable comfort that only a Harley-Davidson can provide. Located in our Service area, we also have our Bike Rental Deptartment, which is open year round, offering customers and travelers a chance to ride the bikes of their dreams!

Training and Employee Motivation Practices

  • Harley-Davidson University online
  • H-D University Service/Parts Training classes held here at our store
  • Harley-Davidson Summer & Winter H-D dealer meetings
  • Connect- Customer Relationship Management Tool
  • Mark Rogers Class
  • Real World Marketing classes
  • Sales Person of the month incentive
  • Employee idea of the month incentive
  • Departmental incentives pay programs
  • Weekly managers and staff meetings
  • Company newsletters
  • CPR classes
  • Safety meetings
  • Employee discounts and potlucks/holiday parties and events
  • Medical Insurance
  • 401(k) Matching
  • Life Insurance

Commitment to Customer Service

Our philosophy and goal at Downtown Harley-Davidson is to provide each rider a positive experience as individual as they are. As a team, we strive to recognize their needs, treat everyone with respect and serve to the best of our abilities.

We pride ourselves on never saying NO to a customer. We work with the YES philosophy! We implement this daily throughout our dealership by each employee taking an active role in customer interaction, from the moment they walk in the doors. We help make their Harley-Davidson dreams come true! We achieve these goals by working as a team. We also implement/achieve this through our followup customer service programs. We believe following up is extremely important for the customer/dealership relationship. We use Connect Program-Customer relationship management tools as well as Staff Customer Service followup calls, New & Used Bike sales customer followup calls and 17-month customer followup calls. We make sure each customer is happy and ask how we can provide a further excellent experience at Downtown Harley.

Involvement in the Community

Our community involvement philosophy and goal is to reach out to serve as many people as possible. Understanding each person’s event/benefit is important. We work as a team to achieve this and to help promote and host each community project/benefit, and go out into the community as well.

We donate to many motorcycle clubs on a nearly weekly basis, with benefit rides and events raising money for fallen riders, cancer patients, and others in need. We are actively involved with many events and programs.

Downtown Harley-Davidson has been a proud sponsor of Children’s Hospital for over 12 years, donating a new Harley-Davidson motorcycle each year for a biker build-off competition, in which the bike is auctioned off and all the money goes to uncompensated care at Children’s Hospital. We are directly involved in the Children’s Ride events, as well as hosting the rides and events at our dealership. We help advertise/promote the event for Children’s Hospital.

We are also a Special Olympics Torch Ride Sponsor and have a partnership with the Special Olympics NW Ride of Dreams and the many local and state police officers. Downtown Harley-Davidson donated a 2012 Harley-Davidson XL883 Sportster for their raffle to raise money for Special Olympics. We also sponsor the Muscular Dystrophy Association.

We offer free pictures with Santa every year to our customers and friends. Santa is, of course, on a Harley! We also offer free pictures with the Easter Bunny and Easter Egg Hunt every year as well! There's a free Halloween party and Trick or Treating at the store, an In the Bag Event and much more!

After-hours events include: Garage Parties for Ladies only, Tech Nights for both men and women, Date nights! Speed Dating! A customer-appreciation shopping night. We offer discounts to all veterans and Military and Law Enforcement. We have had weddings as well as memorials here at our store and Military re-enlistment ceremonies. Also food drives, and fundraisers for the Red Cross.