Freedom Cycles, Inc.
Freedom Cycles strives to be an outstanding powersports experience. We are not just the dealership down the road where a customer picks up their oil filter. We are the dealership that strives to give our customers memorable experiences each and every time they visit us. Through all departments, providing an outstanding powersports experience for the customer starts with quality customer service. Our established business practices ensure that our employees are experienced and ethical in their decision making skills in order to provide our customers with the highest level of customer service possible.
Showroom Design and Layout
Upon entering the dealership, customers are promptly greeted by a Freedom Cycles associate. It is immediately apparent to our customers through the design of our dealership that we have one of the largest selections of Parts, Accessories and Apparel in the city. Our layout is open and spacious, grouping like products together. One example is our Ladies Department. With the growing base of female motorcycle riders, we wanted to make sure that their products stood out from the men's riding apparel. The Ladies Department includes all of the ladies riding apparel, casual apparel, boots, gloves and mannequins dressed to impress.
The selection at Freedom Cycles is unlike no other dealership. At any given time, Freedom Cycles has over 450 jackets, 800 helmets, 400 pairs gloves, 300 off-road jerseys and 300 pairs of boots in-stock! And that is just a highlight of our offerings to our customers. In addition to accessories and apparel, Freedom Cycles offers an In-Stock Guarantee to our customers, promising them that we will always have the oil filters, air filters, spark plugs, brake pads and many other basic maintenance items they need at all times.
Just this year, Freedom Cycles purchased several digital picture frames to place through the Parts and Accessories Department. These frames are loaded with informational videos about the products we sell and strategically placed around the products the video is highlighting. Currently, the digital picture frames are highlighting the Atlas Neck Brace, Air Hawk, Genius Battery Charger, Arai helmets, River Road leather goods, Answer motocross gear and more!
Moving out of the Parts and Accessories Department, we are very proud of our expanded showroom, totaling 20,000 square feet! With our new-unit showroom holding over 200 powersports machines at any given time, Freedom Cycles has one of the largest and newest showrooms in the Midwest. Customers can browse our showroom with ease, comparing models literally side-by-side. In addition, our powersports machines are generously so that our customers can try out any machine without having to pull it out of line or worry about the bikes next to them.
Our use of platform displays and programmable spotlights gives our showroom dimension. In addition, these platforms and spotlights bring life to our action displays. Whether it is an ATV climbing rocky terrain to a dirt bike race across the finish line, our display offers our customers insight into how they will be able to enjoy their machine. Even our Personal Watercrafts are displayed in their own unique way around a wooden dock, custom built by one of our associates just for our showroom. The dock decorated with rope, bouys and life jackets is just one more touch that our customers enjoy.
Freedom Cycle's associates are the No. 1 feature of our showroom. In the Sales Department, our associates follow a specific sales process to ensure that the customer is getting the right machine for their needs and that we are providing them with the best customer service possible. During the sales process, customers are introduced to a member of the Parts and Accessories Department and a member of the Service Department. This gives them a personal introduction to every department in our dealership.
We also offer test rides for our customers. For many of our customers, choosing the right dirt bike, ATV or UTV is difficult because a test ride in a parking lot is much different than how the machine would perform in the dirt. Unlike any other dealership in Kansas City, Freedom Cycles owns acreage located just behind the dealership. Customers are encouraged to take their test ride up to the acreage and get a real feel for the performance of their next machine. At Freedom Cycles, we make choosing your next machine an experience and there is no better way to experience a dirt bike or ATV than to ride it in the dirt!
Lastly, since Freedom Cycles began business in 1976, all customers who purchased a powersports machine would ring the Freedom Bell. This bell announces their purchase to the entire dealership and all store personnel (and customers, too) break out into an applause and some hoot-and-hollers! With the expansion, the bell just wasn't loud enough, so Freedom Cycles upgraded to a storm siren. Where else do you get to crank a storm siren to celebrate the purchase of your new toy? At Freedom Cycles, our customers can't wait to crank the siren and announce their excitement to all 75,000 square feet of the dealership!
Freedom Cycles can fulfill the service needs from basic tune-ups to full rally racing modifications. Our Service technicians are fully trained and certified by our manufacturers, achieving levels such as Polaris Master Dealer Service and Honda Red Level. Freedom Cycles covers the expenses for our technicians to continue their training outside of the dealership, not only for their own personal advancement, but for the improved knowledge and quality of work that will reflect to our customers.
In addition to the highest levels of training, Freedom Cycles' Service Department has numerous service associates registered with the state to complete vehicle inspections. Having several associates registered allows us to service our customer's needs quickly. The Service Department also has a loading dock for our customers, making it easy for them to load and unload their vehicles.
Not every Service Department can say they have diversity, but we can. In the Midwest, our Spanish-speaking customer base is increasing, and to stay ahead of the competition, we have recruited bilingual personnel. Our bilingual technician gives us the ability to clearly communicate with our Spanish-speaking customers to ensure we know what their service needs are and that we complete the work to their expectations. We also have a member of our Parts Department who is bilingual to serve our Spanish speaking customers, too.
Freedom Cycles proudly offers an in-house service contract called the Annual Service Advantage Plan. This plan covers our customers factory recommended service needs for three years. With this plan, we know our customer is properly taking care of their machine and that we can continue to grow our relationship with our customers each time they visit. Priority scheduling, free winterization, and oil changes are all included in this plan along with three years of factory recommended maintenance.
Training and Employee Motivation Practices
Before training and incentives, hiring the right people for the job is key. At Freedom Cycles, providing quality customer service starts with hiring experienced and ethical associates. At Freedom Cycles, we are a dealership that rides. We experience our products every day from the street to the track and everywhere in between. Hiring associates who are motorcycle and off-road enthusiasts, use the products we sell and can share their personal experiences with customers are the best associates to have on the floor. Having associates who speak from experience, and not strictly from product training videos, gives us the advantage to better serve our customers. In addition, background checks and drug screenings are conducted on every associate at Freedom Cycles. This ensures the quality and safety of our customers and our business.
Hiring employees who ride is a great foundation, but training is still necessary. Freedom Cycles provides many ways that associates can receive training, varying by department. For years, Freedom Cycles has worked with RPM One to coordinate a training program for sales, parts and service. In person seminars and webinars are the two primary methods used to deliver this method of training.
All departments also utilize factory and vendor training. One example in the Sales Department is the completion of Polaris' online training program. The completion of Polaris' online training tools was one item of many efforts that resulted in Freedom Cycles obtaining Polaris VIP recognition in 2012. For the Parts Department, members of the Parts Department took part in an Arai Training seminar, Fox V4 online training and even engaged in seminars at the 2012 Dealer Expo. Freedom Cycles fully utilizes available training programs to enhance the expertise of our associates and the experience for our customers.
Outside of training, Freedom Cycles has many company benefits. Health Insurance, IRAs, paid vacation time, attendance awards and company provided lunches are just a few of the perks we offer. In addition to normal vacation time, Freedom Cycles rewards all employees with a day of paid vacation for their birthday every year. Cash bonus incentives are also done to motivate our associates in a variety of ways. From the most-improved sales per hour in the Parts Department to selling the most units in a week in the Sales Department, these bonus incentives keep our associates excited!
Going above and beyond the normal job duties is highly rewarded at Freedom Cycles. Quarterly, the owner personally invites associates who have gone above and beyond to a thank you dinner. In October, several associates and their spouses will be joining the owner as a thank you for all of the hard work that went into the preparation and working of a booth at the Missouri State Fair. Freedom Cycles also recognizes associates in a monthly associate newsletter called the Powersport Press. The Powersport Press highlights testimonials from customers, associate birthdays, congratulations on weddings/new additions to the family and recognizes community events supported by the dealership or the associates. This newsletter has given Freedom Cycles the opportunity to learn more about our associates and make the dealership more of a family.
If everything above wasn't enough already, we give our associates the opportunity to work in the Caribbean! Freedom Cycles owners' Michael and Jenni Stanfield operate vacation apartments on the island of Bonaire. During the winter season, associates are able to travel to the island to work at the vacation apartments. Airfare and accommodations are paid for by Freedom Cycles and the associates earn their normal pay rate while they are enjoying the beautiful island of Bonaire.
Just like Freedom Cycles strives to make every customers visit to the dealership a memorable one, we also strive to recognize and reward our associates for their tremendous work.
Commitment to Customer Service
Freedom Cycles strives to give our customers memorable experiences each and every time they visit us. We strive to be more than the shop down the road where they pick up their basic maintenance needs. We provide our customers with memorable experiences that they can share with their family and friends.
As previously mentioned, our Sales Associates follow an established sales process to ensure that the customer is getting the right machine for them, and that our associates are providing the best customer service and buying experience possible. During the sales process, all customers are introduced to a member of the Parts and Accessories Department and the Service Department. This gives our customers a "go-to" person in each department to answer their questions and provide them assistance.
Also as previously mentioned, our storm siren is a very exciting feature providing our customers with a unique experience to celebrate the purchase of a new powersport machine. The cheers and applause of Freedom Cycles associates once that siren starts going lets everyone know how excited we are to have helped that customer take home their next powersport machine!
Over 200 powersport machines on the floor at any given time. Over 450 helmets in stock. Over 700 tires in stock. Over 300 boots in stock. Freedom Cycles massive selection of in-stock items improves our customer's shopping experience and the level of customer service we are able to provide them. There is no need to visit more than one shop to get those last minute items on your way to a race or out of town. Freedom Cycles has it in stock and guarantees it.
Freedom Cycles utilizes the services of More than Rewards for our Customer Loyalty program and Email Marketing services. Our Customer Loyalty program gives our customers one point for every dollar they spend with us on Parts, Accessories or Service. Customer can 'cash' in their points for dollars off their purchase, with getting as much as 10 percent back! Point promotions, such as Double-Point Days or Birthday Bonuses, are advertised to our customers through our Email Marketing tool. With over 10,000 customers in our database, all of our in-store events, promotions and seminars can be quickly and effectively advertised. In addition, our email marketing function allows us to follow-up with customers and notify them that their special orders have arrived instantly. Our clear communications with our customers make them aware of what's happening at the store and that we value their business.
Providing our customers with a memorable experience extends beyond the dealership doors. We understand that purchasing a new powersport machine is a big decision and an investment for our customers. To properly thank them for their purchase, we send personalized thank you notes, signed by the owner. The thank you note is personalized to recognize the customer, the unit they purchased and why they purchased it. "Thank you Dan for purchasing your new KTM from Freedom Cycles. We appreciate your business and hope you have fun hitting the motocross track on your new dirt bike!" We want our customers to know we remember them and appreciate their business.
Involvement in the Community
Customer Appreciation Days are held on the first and third Saturday of the month beginning in March and ending in September. Customer Appreciation Days provide our customers with free lunch grilled by local riding organizations. This allows our local riding groups to advertise upcoming rides and recruit new members. All donations by customers go straight to the riding groups, and we provide each riding group with Freedom Cycles' Gift Certificates as a thank you for their time.
As part of the expanded showroom, Freedom Cycles now has a conference room available for public use. This conference room can hold groups of up to 50 people for meetings, seminar, classes, etc. Each seminar conducted at Freedom Cycles is held in the conference room. In addition, local riding groups can reserve the room for their monthly meetings. In addition, groups can reserve the room for safety courses. Chapter K of the Gold Wing Road Riders Association uses the conference room annually for their CPR training course. Riding groups are welcomed at Freedom Cycles, and the use of our conference room is always free of charge.
Kansas City has a large metropolitan area and there is always a ride happening during riding season! Freedom Cycles proudly supports charity rides by donating gift certificates to the organizations. From January to August, Freedom Cycles honored over $3,500 worth of event certificates from the dozens of rides supported. In addition to charity ride contributions, Freedom Cycles supports the off-road racing community through our rider support program. Motocross, enduro and hare scramble riders who represent Freedom Cycles with our racing fender decals always receive a discount on their Parts, Accessories and Apparel purchases.
Contributing to charity rides, riding organizations and local racers is one part of our community involvement. Freedom Cycles proudly supports local community groups through donation drives, such as the Harvesters (food drives), Grandview Assistance Program (school supply donations), Salvation Army (office supply donations) and Animal Rescue (supplies for their annual fundraising gala).