Fort Myers Harley-Davidson
We do not have mission or vision statements. We operate by our Organizational Health and our Organizational Clarity. We exist to make peoples' lives better.
Showroom Design and Layout
We don't have any used bike inventory on the floor. Those are lined up outside by the street. Inside the store, we typically have a display as soon as you enter the front door that is seasonally appropriate and includes items from all departments.
Our service department has 12 work stations and a dyno room as well as a wash bay. Our customers are welcome to tour through the service area and can watch their bike being worked on through the window from our cafe. Our retail service consultants are in front of the service area and are rarely behind a desk. We encourage them to engage with the customers and only be behind a computer to enter the work into the system or when returning the bike to the customer.
Training and Employee Motivation Practices
We take every advantage to send our staff to Motor-Company-held trainings and online courses. Also, we send our staff to dealer association trainings. To top it off, we have our own internal training curriculum. We keep our staff up to date on the most recent information, which allows them to be subject-matter experts. We have a career-pathing program to help them achieve their goals, which creates a bench of ready-to-advance staff members when the need arises.
During all staff meetings, we recognize the best salesperson of the month, based on a secret shopper, and we also have a top hog, which is a peer-to-peer recognition program. These awards, on top of the best customer comment, are awarded with cash.
Collectively, these things create our culture and pride in the store our employees work for. We use an employee satisfaction index, which is based on a biannual survey. These results are then discussed in focus groups and changes are made if possible. Our employees have a vested interest in the success in the stores. We have the most educated, well-trained, and enthusiastic staff.
Commitment to Customer Service
Customer Service is an expectation. We want our customers to have an experience! We exist to make peoples' lives better. Our customers are greeted within 30 seconds of entering the store. Our dealer tour is the most immediate way we can meet that goal. We take our customers, regardless of their reason for coming to the store, on a dealership tour. We take them through every department and area of the store.
We look at it this way: it's like being given a tour of the kitchen at your favorite restaurant. If you like what you see in the back, you can pretty much bet that what's up front is going to be amazing, too. Whatever our customers request, we strive to take it to the next level. We provide the WOW that keeps them coming back.
Involvement in the Community
Our philosophy is to service the communities that support us. We have partnered with four national charities, and through our stores’ budget, we have made commitments that are more than writing a check. We are committed to providing: Time, Leadership, Donations, Venues.
We choose organizations that impact children and who spend a majority of the dollars in the very community that raised the dollars in the first place. Most recently, we helped to organize the 12th annual Bikers for Babies Ride in support of the March of Dimes. It was a three-day event, with a bike night on Friday, a concert in the parking lot on Saturday, and then food and music on Sunday. We had over 1,300 bikes participate this year and grossed $105,000, which will stay in the local area to help meet the needs of the organization.