Fay Myers Motorcycle World
To create a friendly and fun atmosphere for our customers, employees and community while making decisions which are fair and beneficial for all.
Showroom Design and Layout
The Fay Myers Motorcycle World showroom covers 19,000 sq. ft. of our total 61,000-sq. ft. lot. Our showroom changes seasonally to keep the most relevant products easily visible to our customers. The main doors are in the northwest corner of our main showroom, and customers enter looking directly into our "Euroland" section where all of our European models are on display. Primarily Ducati, Aprilia and MV Agusta are displayed here in a more spaced-out area to give a more comfortable "Euro" feel. The walls in this section are completely covered with special decals of Ducatis and other European-brand graphics. This area also is staffed with employees who know about the European models.
The main area of the showroom just to the south of the main entrance is one of the first areas that the customer sees when they walk in. This is where all the new motorcycles and ATVs are on display. The layout is constantly changing every few months, but is typically arranged with the newest models out front and grouped by brand. Motorcycles also are separated by style, so sportbikes will be grouped with other sportbikes and cruisers will be grouped with similar models.
On the north side of the showroom is typically the used section, where we carry just about any brand of motorcycle or scooter at very discounted prices. Fay Myers is always willing to buy used vehicles for cash.
A recent change to our showroom is the very south end, where we've created a KTM-specific section. This area is staffed by our most knowledgeable KTM salesmen, and will soon have the entire wall covered with KTM branding. Sales desks are placed throughout the entire showroom for quick availability and assistance with information posted at each desk about new products or promotions being offered in the store.
The southwest corner of the showroom contains our customer lounge, where customers can relax at comfortable couches or tables as their needs are met with financing, warranties or service. There is a free video game station, free coffee machine and free WiFi to accommodate customers that may need to wait for anything. The customer lounge has two televisions, usually running sports programming on one and children's programming on the other. This makes it a very convenient area for parents who have children and need to provide them with a good distraction. The showroom also prominently displays large flat-panel LCD TVs that are always showing current promotions or recent dirt bike and streetbike racing events. Customers can also admire our large collection of vintage motorcycles, some of which are over 50 years old!
Fay Myers 6,000 sq. ft. service area is a fully functional department with nine service technicians specially trained on all nine of our brands. [Staff has] some of the top certifications in the country. We currently have two Ducati Master technicians, three Ducati Level 3 technicians, one Ducati Level 2 technician and six Ducati factory-certified technicians. We also have two KTM Orange-level technicians, three Suzuki Gold-level technicians, three Honda red-level technicians, four up-to-date, factory-certified Kawasaki technicians, two up-to-date MV Agusta technicians, three up-to-date Aprilia technicians and three Honda Power Equipment Power Choice-level technicians. Two of our technicians are Ducati Desmosedici RR-certified technicians, which were levels achieved only by exclusive training in Italy.
Fay Myers is very proud of the achievements that our technicians have accomplished and continually supports their continued education and certifications. Fay Myers offers pay increases and spiffs to employees every time they complete new certifications. Our service department is a huge part of our dealership and we fully support it in every way that we can.
Training and Employee Motivation Practices
Staff training at Fay Myers typically occurs during the winter months when it's the slowest time for the dealership. Sales and service staffs are encouraged to continue their training every year on each of our brands, and are rewarded with raises and spiffs for certain completed training. Fay Myers truly believes that if you invest in your people, they will invest in you back. This philosophy has made Fay Myers Motorcycle World one of the top dealerships in the country in both sales and service. Fun and informative staff meetings are held regularly to get the staff motivated about what other departments are doing, and a huge effort is placed on keeping staff informed.
Commitment to Customer Service
Fay Myers consistently asks for feedback from the community and, more specifically, Fay Myer's customers, via online surveys and in-store questionnaires. Fay Myers recently launched a webpage, www.faymyersreviews.com, for customers to have easy access to all of our pages on the top review sites on the Internet. There is also a testimonial page on faymyers.com with responses from satisfied customers. All testimonials are printed and put in a large testimonials book in our customer lounge. We try to respond to as many customer reviews as possible to either let the customers know that we truly care about their opinions and are grateful for their positive feedback, or that we would like to make right any reason why someone would provide negative feedback. We are constantly reaching out to our customers in-store and online to find out what we can do better, and find out what our customers would like to see from us.
All complaints are promptly handled by a department manager to make sure that any issue is resolved in the best way possible. Our mission statement clearly says that we want to create a friendly and fun atmosphere for our customers, employees and community while making decisions which are fair and beneficial for all, and we strongly try to adhere to that in everything that we do and the way we treat anyone who walks through the door, calls us on the phone or reaches out to us through the Internet.
Involvement in the Community
Fay Myers believes in high-community involvement and hosts local events promoting awareness and fundraising support for many causes. Every year we host free events for our community and customers to come into our store and experience what Fay Myers is about and how we support our sport. We always invite local clubs and groups to set up at our annual Open House event at no charge so that they can meet our customers and others in our community to spread the word about what they do and how they get people involved.
During the Open House event, we entertain over 2,000 people all day with free food, stunt shows, face-painting, fun activities like photo booths and games, while also having our biggest sale of the year. We proudly support as many local riding groups as possible by allowing them to use our on-site clubhouse with accommodations for up to 70 people. We also provide them exposure through our community newsletter that goes out to almost 20,000 subscribers online or through our social media outlets that reach over 2,500 active customers and groups. We are extensive sponsors of the Denver Broncos and supply Miles the mascot with a Fay Myers custom-wrapped ATV to ride throughout all shows. We've become much more involved in our community outreach through social media as well.
Instead of just using the platforms as a method of promoting products or events, we are more involved in conversations and love to share humor and special causes with our customers on a regular basis. We believe that by building brand loyalty and a strong community of people who are more considered friends than customers, we will always succeed no matter what.