Man O'War Harley Davidson

Dealer Website: 
http://www.manowarhd.com
2073 Bryant Rd., Lexington, KY
View on Google Maps:Google Maps
Type of Retail Business:
Franchised (selling new vehicles)
Owner(s): 
Jim Bentley
General Manager: 
Dale Condra
Days of Operation: 
Sunday
Days of Operation: 
Monday
Days of Operation: 
Tuesday
Days of Operation: 
Wednesday
Days of Operation: 
Thursday
Days of Operation: 
Friday
Days of Operation: 
Saturday
Years in Business: 
8
Gear, Apparel and Helmets: 
Harley-Davidson
Accessories: 
Harley-Davidson
Parts and Tools: 
Harley-Davidson
Distributors: 
Parts Unlimited/Drag Specialties
Male: 
67
Female: 
33
Average Age: 
42
Total Facility: 
35,000 sq. ft.
Showroom: 
15,000 sq. ft.
PG&A Departments: 
13,000 sq. ft.
Service Dept: 
17,000 sq. ft.
Total Acreage: 
3.5

Mission Statement

At Man O’War Harley-Davidson, we strive to create long-term relationships by providing Kentucky motorcyclists and enthusiasts with a premiere Harley-Davidson experience, inside our dealership, and in the community at large. This is accomplished through unified sales and customer service philosophy, which focuses on informing and assisting our customers without being pushy. Done in a fun, friendly environment, customers recognize the value in a relationship with us. Our show room is very unique as it is designed after a Thoroughbred horse barn. As you enter the store a direct tie to the horse theme is very apparent. We strive to bring the heart and soul of Kentucky into our dealership.
 
Our success has been accomplished through multiple processes built to accomplish one single mission; customer experience. Our customers are treated like family from the second they enter our store. We listen to their needs and customize a process to meet those needs. Follow-up in various forms has been established beyond the day of purchase ensuring 100 percent satisfaction and relationship building. The customer experience is further enhanced by our store layout. When guests walk in they walk into a place that honors the long Kentucky tradition of horses. With quality motorcycles strategically placed through the store and pressure free sales, we allow the customer to take in Kentucky’s rich history while seeking the Harley-Davidson of their dreams. Furthermore we support hundreds non-profit community organizations. Because we’re a family based company, we contribute effort and energy, as well financial and material support to many rides, fund-raisers and charitable organizations on a weekly basis no matter the size of the event.

Showroom Design and Layout

Our showroom is designed after a thoroughbred horse barn. As you enter the store a direct tie to the horse theme is very apparent. Each sales person had their own “stall” and the walls are lined with a rustic wood. The lighting is typical of an outdoor setting. We have six stalls placed in the center of the store that are used to highlight each of the Harley-Davidson model families. They are placed in such a way that 90 percent of our traffic flow walks though this area. Continuing to the back of the store, the show room opens up into a large open area. This area, as well as the rest of the store, is very well appointed with lots of fantastic horse racing memorabilia. We strive to bring the heart and soul of Kentucky into our dealership.

Service Department

With a 15,000 Square foot service department, Man O' War Harley-Davidson is equipped to handle all of Central Kentucky's Harley service needs. From the automated double glass sling doors, where our customers enter, they are guided in by a painted "road" or drive into the center of two service writers stations. From there their needs are assessed, and the drive continues through a Screamin' Eagle themed glass garage door, and into a meticulously maintained and well organized shop. The shop boasts 14 motorcycle lifts, as well as a Tri-Glide Lift.
 
Man O'War Harley-Davidson is currently one of the few dealerships in the nation with 4 certified MasterTechs, all with years of Harley experience. From the Dyno room, to the tire station, to the well-equipped wash and detail bay, our service department is clean and well-lit. We also maintain a full time parts to service counter, where parts and supplies are pulled for maximum efficiency. 

Training and Employee Motivation Practices

All of our employees have incentive-based pay plans designed to drive customer-driven results. Our staff training is all about processes that are designed to be customer-led. We have a road to the sale designed for every department in both new and used bike sales, general merchandise as well as parts and service. 
 
We apply the recommended Harley-Davidson training programs across each department. We’re are always seeking out industry best practices from the nation's leaders in customer service, companies like Nordstrom and Lexus, to provide our customers with a world-class experience every time they enter our facility. This is one of the reasons that we are currently ranked ninth in customer satisfaction in the entire Harley network. We have been asked to speak at various Fortune 500 companies as well as international speaking engagements in Russia to large banking groups on customer retention and branding. Continual training is ongoing everyday at our store, with all departments being cross-trained, allowing all customer-facing employees the opportunity to handle customer concerns immediately without having to ask permission from their immediate supervisor. 

Commitment to Customer Service

Our success has been accomplished through multiple processes built to accomplish one single mission; customer experience. Our customers are treated like family from the second they enter our store. We listen to their needs and customize a process to meet those needs. Follow-up in various forms has been established beyond the day of purchase ensuring 100 percent satisfaction and relationship building. The customer experience is further enhanced by our store layout. When guests walk in they walk into a place that honors the long Kentucky tradition of horses. With quality motorcycles strategically placed through the store and pressure free sales, we allow the customer to take in Kentucky’s rich history while seeking the Harley-Davidson of their dreams. 
 
We've established a concise process of identifying our customer’s needs at their pace. We’ve become efficient at implementing a system that gets the customer from the initial interest to the right product, while meeting their financing needs. The customer is carefully taken by their sales associate from one stage of the process to the next, never leaving their side until the process is completed, thus emphasizing the specific customer’s needs to each professional in each department. As a result, we earn business from customers with dealerships closer to home, while creating a hassle-free, stress-free environment for the buyer. We also have additional features unique to our line of Harley-Davidson motorcycles, which further strengthens our inventory. We’ve learned that quality over quantity can be more effective in motor-sports vehicles. With the combination of quality specialized motorcycles and a large inventory, we believe we have a reason for customers to make the extra effort to give our products a chance. 
 
Ranked number 1 in Kentucky in overall sales and service. We currently rank in the top 30 of more than 700 Harley-Davidson dealerships nationally. As of July 2014, we are currently ranked ninth in the North America Harley-Davidson dealer network in customer satisfaction. Because of an aggressive approach to the constant follow-up with customers we've continued to have returned customers as well as referrals by those customers to their friends and family. 

Involvement in the Community

We support hundreds of non-profit community organizations. Because we’re a family-based company, we contribute effort and energy, as well financial and material support to many rides, fund-raisers and charitable organizations on a weekly basis no matter the size of the event.
 
A few of the organizations we currently work with and have donated to are listed below. 
 
  • Special Olympics Kentucky
  • Shriners' Children's Hospital
  • God's Pantry
  • Bikers Against Child Abuse
  • Lexington Police Department
  • Ronald McDonald House
  • Children of Fallen Soldiers
  • Wounded Warriors
  • Children's Burn Unit
  • Susan G. Komen
  • Veterans' Association
  • Kentucky National Guard
  • Many Central Kentucky schools and athletic departments
  • Kentucky State Police Trooper Island
  • Wolf Run Wildlife Refuge
  • Fight Against Progeria
  • RDC Diabetes Cure
  • Dozens of memorial runs
  • Poker runs for numerous charities
  • Scott and Clark County humane societies
  • Jewish Hospital