Killeen Power Sports
Our mission continues to be to outfit our customers with equipment, service, and an experience that creates utility in work and pleasure in life.
Showroom Design and Layout
"Our showroom was originally designed by Retail Design Associates in 2005, and we try to change it up often. Having taken on more OEM lines, we are increasingly looking for inventive ways to utilize existing space. The first thing customers see upon entering the showroom is our 14-foot LED retail sign upon our second-floor catwalk. The sign advertises current specials and upcoming store events, but we also love to welcome our incoming sales appointments at the time of their arrival.
"Whereas our giant aluminum crown fixture once had a cluster of bike platforms blocking entry underneath it, we have since deployed them in other parts of the business, and the effect is that customers can walk beneath and interact with products featured within the crown. It is currently our ATV and hunting display, completely covered in camouflage, like a camping tent.
"We've brought retail arches away from the walls, which now serve as a kind of 'mental partitioning.' They give the room a depth of field and sense of scope that it once lacked. The signage on these archways also have been replaced to function as directional markers for easy organization. For example, one arch now serves as the entry to the service department, while another welcomes customers into our new Victory 'store.' Another of these archways provides a great place to snap pics of customers on their new toys.
"Our boot room has been transformed into a customer lounge, and we have outfitted it with new televisions, a popcorn machine and fridge. We’ve also refreshed our dedicated Triumph store to include more bikes along a path curve, bringing more customers into view of our Triumph accessories and apparel. Finally, the owner’s collection of antique bikes is a perpetual source of amusement for enthusiasts and anxious customers waiting for an approval. They line the catwalk, stretching the entirety of one wall and curve around another.
"Future upgrades include mounting televisions to our four central pillars and pumping unique content to each one. The content will be tailored to the product section of the store upon which each pillar rests. We ultimately, too, wish to make use of our 25 ft. ceilings by hanging vertical product and logo banners in an effort to give the room a higher sightline."
"Our service department is accessed internally by passing under one of our above-mentioned archways. Outside, a large, red metal canopy welcomes service customers to pull directly into the property to within spitting distance of our service advisers inside the glass.
"One of our two lounge areas resides just inside the service door, and its best feature is its size. Its bright, clean, and provides what we feel is a much larger space than a lot of dealerships can offer. It includes the standard hallmarks of a lounge area like a television, periodicals, vending machines and coffee, but the available space for customers tends to create interaction well beyond the benefits of a [Coca Cola] machine. Inside the tech room are a total of nine available benches, about seven of which are consistently deployed by techs or support staff.
"Our strongest competitive advantage aside from our customer service is, of course, our dynamometer. Our dyno is in-ground, an extreme rarity in our area, and customers are always welcome to view their bikes during tuning. The dealer principal maintains a policy that the department should constantly be kept ready to receive customers and other guests, and the cleanliness of our tech room is a frequent talking point. Our 12,000 sq. ft. warehouse resides just 30 feet from the rear entrance, and it is where we maintain (in addition to regular storage needs) our bike storage program, Cycle Sitters. We also keep a fuel tank onsite, regularly outfit new and used bikes with Motor Trike kits, and don’t have a problem deploying techs on all modern makes and models. Finally, we regularly fill our slow months with antique rebuilds and custom modifications.
"Our primary tech on these special projects regularly donates the results of his work to auction opportunities such as the Harvest Classic in Luckenbach, Texas."
Training and Employee Motivation Practices
"In a lot of ways, we are still adjusting to life after some dramatic changes we experienced in 2011. Management departures and education are primarily responsible for the shift, but the result is that Killeen Power Sports has a much flatter and employee-driven model of operations than it once practiced. We lack a formal parts manager at the moment, and the department has become a collaborative experiment. The natural talent, knowledge, and willingness of our employees have created a climate where ideas come freely. Tenured 'clerks' have become apparel managers and inventory control directors, and accessory salespeople assist in the creation of events and promotional displays.
"Dealer Management System training and other system skills like web design, domain management, and social networking have taken a larger role, and it is clear that the biggest employee incentive we now offer is atmosphere: one that includes education and the encouragement of creative thinking.
"In the wake of our transition to Lightspeed Accounting last year, we understand the need for perpetual training and frequently take advantage of what is available from ADP. We also have a pretty well-developed spiff system across Sales and Parts, and we like the effect of spiffs coming 'straight from the registers.' Our hip grandmother of a cashier maintains a Google calendar specifically dedicated to tracking employee birthdays, and a celebration is held each month in honor of that month’s birthdays. Things are tight these days, but it's a much nicer environment in which to succeed."
Commitment to Customer Service
"Though the local economy has been incredibly resilient to the pains of the last few years due to military housing and few other key drivers, motorcycles have not enjoyed the same success. When we add to this situation the sobering fact of our demographic’s average credit score, we always seem to be doubling down on bad news. We still refuse, however, to go quietly into a new and approval-averse status quo.
"We have redoubled our commitment to customer service by diversifying our product mix, targeting the civilian market and the slightly older segment of the military population that is retiring. Cycle Sitters is a program designed to maintain our customers’ temporarily-abandoned bikes. We are blessed with space on our campus, and our warehouse is equipped with covers and tenders that are currently housing 20 units. The vast majority of these bikes belong to soldiers and contractors who are overseas for at least six months.
"For a monthly rental storage fee, Killeen Power Sports will keep vehicles safe and sound. We brand the program aggressively, and make sure there is a brochure in the hands of everyone who buys a bike. The program is an extension of our service team’s commitment to pleasing the customer, and it is where our reputation for customer service squarely lies. In our community this is key, because our dealership remains committed to a pricing philosophy that is fair to both the customer and the dealer. In a modern context of strategic discounting by dealers, this can often seem antiquated and not in line with customer expectations. The resolution is that we sell a service, a premium, and an experience that is simply unparalleled.
"We believe in showing our customers why price is not the issue that they might believe. We do test rides, we offer rider education inside our dealership (often for free), and we’ll even pick up your stranded bike on a Sunday. We hold monthly store events that might not always cater to each customer’s needs, but that is why there are 12 months on a calendar. We pledge to offer the greatest service department in the state of Texas, and we often succeed. Premium and comprehensiveness are part of our customer service philosophy."
Involvement in the Community
"Killeen Power Sports is a 29-year-old business owned by a 50-year resident of our market. While business sponsorships of a tax-deductible variety have decreased in the last few years, the business maintains a robust relationship with the greater conversation.
"Each of our monthly events contains some kind of philanthropic component. Favorite beneficiaries of these events are the Killeen Food Care Center and Peaceable Kingdom, a world-class retreat in the heart of the country that serves children of poverty-based and developmental needs in our community. Sometimes it’s a four-wheeler donation and sometimes it is as simple as a bike wash collection.
"The dealership’s more economically-grounded commitment takes the shape of our workforce’s individual contributions to engage with the public. Killeen Power Sports Ltd. and several of its employees maintain membership with the Greater Killeen Chamber of Commerce or its subsidiary groups like the local Military Affairs committee and the Greater Killeen Young Professionals. The relationship of Fort Hood to its host community is paramount to its continued growth, and the goal of the Military Affairs is to maintain that relationship through receptions and events that encourage interaction across the fence.
"The Young Professionals emerged as part of a greater effort in Killeen to develop the appeal of our town to creative professionals and personality that will create long-lasting job potential. One of the primary foci of this effort is our local downtown — the original parts of our community that have long fell into decline and disrepute are showing signs of a restoration, and as a former resident of downtown, Killeen Power Sports is excited to be a part of the process. We also like to keep up with groups like local rider clubs, and have begun our series of summer dinner riders in an attempt to grow that base. Our operations manager also happens to be a member of the local city council."