J & W Cycles, Inc.
To provide every customer with guaranteed satisfaction above and beyond their expectations, and to create an environment of friendliness and superior quality for the maximum enjoyment of the unique motorsports lifestyle offered by our people, products and services.
Showroom Design and Layout
Our showroom is one large open area. We do not use any displays over 4 feet high so that the customer view is not impeded. We have just this year added Honda, so we now are trying to segment product by manufacturer and riding style.
Our service department is always packed. We currently employ seven full-time technicians. Everyone does their best to keep the service area clean and kept up, and it stays that way 99 percent of the time. We do have a separate service area at our warehouse location that also has a complete machine shop, including a CNC machine. The separate service area does used-bike refurbishment, new vehicle set-up and major unit teardowns.
Training and Employee Motivation Practices
Training is one of the most important factors in creating and keeping successful employees. J & W completes training regularly in sales and finance and insurance. The service department takes part in all manufacturer training and updates, and the administration and clerical staff are trained in computer, business and accounting skills. With this training, our employees are able to work more efficiently and keep up with any necessary changes that could impact our customers.
As incentives for the employees, we feel that it is important to think in terms of the long run and focus on not only them, but also their families. The company pays for 90 percent of the employees' and their families' health insurance, along with vesting them a great 401(k) plan that will contribute to their retirement.
We also look at the team-building as more of a time to increase our family ties. Several times a year, our entire staff and their families are brought together for such events as the annual Christmas Party, our Service Department Pool Party, and the Annual Mini Mountain Bike Race. By bringing together the families outside of the business environment, we are creating a bond that carries over into the business and brings respect and thoughtfulness for each other that cannot be felt if you are just another employee.
Last year, we added our "Employee Ride What We Sell Event." At this event, the employees, as well as all immediate family, were invited to take part in this day that allowed them to ride the units we sell. This event gave our staff the opportunity to get a real feel for the products, along with reviving their enthusiasm for the powersports industry. This great family day was exactly the reason the Jones brothers got into the industry: because it brought a sense of family togetherness. At J & W, we consider all of our employees family.
Commitment to Customer Service
J & W Cycles' concept of customer service is based on doing more than what is expected of you. We believe that every department should strive to make accessible our products and services based on the specific needs of each particular customer.
For those customers who do not have a means of transportation for their unit, our sales and service department will make arrangements to deliver purchased units. Our service department also makes readily available the technicians for customer inquiries, along with providing any information needed out of manuals in order to help the "do-it-yourselfers," all free of charge.
Over time, our high CSI scores through the different manufacturers have given us a baseline to work from. We are always striving to exceed in customer loyalty and trust, and hope to maintain that through the years. We believe our open lines of communication allow us to follow up with sales and service questions and concerns along with find out what our particular customer base is looking for in a quality dealership.
Involvement in the Community
We are an integral part of the community. We supply loaner UTVs for the Rotary Club, the Lions Club, the Washington High School Band Festival, the Washington Town and Country Fair, Senior Citizen Riverfront Trail Day, and many more. One of the owners is on the executive board for the Chamber of Commerce and was the president during 2010 and 2011. He is also on the Bank of Washington's community advisory board. One of our service managers is on the board of directors for Linn Technical College. We have always provided units for local charities to use as raffle items at or below our cost.