Harley-Davidson of Erie

Dealer Website: 
http://www.hderie.com
3712 West 12th Street (Route 20) Erie, PA
View on Google Maps:Google Maps
Type of Retail Business:
E-Tailer, Franchised (selling new vehicles)
Owner(s): 
Kelly and Susan Lapping
General Manager: 
Laurie Thompson
Years in Business: 
40 Years (1972-2012)
Gear, Apparel and Helmets: 
Harley-Davidson, HCI, Wiley, Global Vision
Accessories: 
Harley-Davidson, Vance & Hines, Cobra, Rush, Rinehart, RC Components, Mustang, Lepara, Danny Gray, Saddlemen, HOG Tunes, Bright Ass Lights, Kuryakyn, Roland Sands Design, Samson, Python, LA Choppers, Hot Toppers
Parts and Tools: 
Harley-Davidson, K&N, Avon, Dunlop, Metzler, Michelin, Redline Oil
Distributors: 
Custom Chrome
Distributors: 
Other
Distributors: 
Parts Unlimited/Drag Specialties
Distributors: 
Tucker Rocky/Bikers Choice
Male: 
65%
Female: 
35%
Average Age: 
44
Total Facility: 
45,000 sq. ft.
Showroom: 
15,000 sq. ft.
PG&A Departments: 
6,000 sq. ft.
Service Dept: 
24,000 sq. ft.
Total Acreage: 
5

Mission Statement

Customer satisfaction is our business. We contribute to the fulfillment of dreams by providing quality motorcycles, related products, and exceptional service to our customers. We keep our promises, treat all customers fairly, and above all, we are always honest. Our business is customer satisfaction.

Showroom Design and Layout

Upon entering our dealership, you walk through a two-story (high-ceiling) glass vestibule that is decorated to reflect the various seasons. It is merchandised with Harley-Davidson products. The large display of motorcycles is the first thing that customers observe upon entering the large showroom (15,000 sq. ft.). The showroom interior combines the manufacturing/industrial heritage of Erie, Penn., with the modern amenities of a high-end retail environment.

Service Department

The service department entrance is spacious, with large glass windows and doors (as well as a glass overhead door) to improve lighting and enhance the retail environment as well as various P&A and apparel retail displays near the service writer's stations. The 11,000 sq. ft. service area includes six two-lift mechanics work stations, two enclosed wash bays, a separate machine room, and an additional 13,000 sq. ft. for motorcycle and vehicle storage.

Training and Employee Motivation Practices

All of our employees participate in online and off-site training programs offered by Harley-Davidson University. Compensation increases are directly related to completion of various courses and certifications that are required by the Motor Co., and incentives are provided for achieving established monthly and annual sales goals.

Commitment to Customer Service

Our customer service philosophy is simple: treat our customers the same way that we expect to be treated. Our staff is enthusiastic, courteous, and always willing to assist customers. Our customer service goal is to exceed our customers' expectations and enhance their purchase and ownership experiences.

For example, we had a new customer who was on a Sunday motorcycle ride with our HOG group and her new motorcycle got a flat tire about 200 miles away from our dealership. She was unable to obtain help from any dealers in the area where the flat occurred, and although our dealership is closed on Sundays, the owner drove his truck and trailer to get her and her motorcycle. Her motorcycle was repaired and ready for her by noon the next day. She was surprised -- and very pleased -- that our dealership (let alone the owner) would travel that distance to help her, and she shared her story about the customer service she received with friends and other riders.

Involvement in the Community

We believe very strongly in giving back to our community. We are actively involved in supporting several locally based charities (i.e., Toys for Tots, John Kanzius Cancer Research Fund, Make-A-Wish, MDA, Bikers Against Child Abuse, SafeNet, Shriner's Hospital, Injured Motorcycle Rider's Foundation, etc.). This support includes, but isn't limited to, sponsoring poker runs to raise funds, donating merchandise and money for various benefits (over 150 each year), and promoting motorcycling safety through the local ABATE chapter. One example of our community involvement would be the donation of a new Harley-Davidson motorcycle each year to help raise funds for local area charities through the Roar on the Shore Bike Rally. Our donation of motorcycles has helped raise over $150,000 for several locally based charitable organizations the past six years.