Our mission statement has stayed the same the last few years...because it has worked and keeps everyone motivation to make a difference here in the NY/NJ Tri-State area!
It is the mission of Motorcycle Mall to provide exceptional service to motorcycle and powersports enthusiasts that exceeds their expectations, which will create loyal and lifelong customers. Each and every day, our employees are committed to being friendly, knowledgeable and professional to help educate customers and fulfill their wants, needs and dreams. We are all passionate motorcyclists who are dedicated to the industry and dedicated to facilitating a fun and exciting lifestyle for our customers.
Showroom Design and Layout
Training and Employee Motivation Practices
We do our absolute best to train, train and train our employees. There is nothing worse than a customer coming into our dealership and knowing more about a new bike or jacket than our staff does. But because we sell 14 different models of motorcycles, ATVs, SxS, PWCs, etc. and numerous parts and accessories brands, it is difficult for our staff to know everything about everything we carry and sell.
So to try and stay as informed and knowledgeable on all items – especially the new products – we have weekly department meetings where senior staff members are always trying to educate, inform and review new models, new sales trends, etc. in order for our staff to soak in new and important information. We work with our local district sales managers (DSMs) and ask them to come in during slow times to teach and inform our staff on their new products. What better way than to hear it directly from the experts?
And in addition, we are using the online educational tools each manufacturer gives us access to. When it comes to our service staff, we make sure our technicians attend all the necessary training schools, seminars, online tests, etc. They are fully certified in all of the brands we carry.
When it comes employee incentives, we have set up incentive-based commission opportunities in each department. We have seen and feel this system works the best in getting the most out of our staff -- and it helps to foster good competition internally, as well.
Commitment to Customer Service
In each department (Sales, Service, Parts & Accessories, Finance & Insurance, Marketing, Eagle Rider rentals) of our dealership, we strive to provide the best customer service in hopes of exceeding our customers’ expectations. If we can do that, we know we will continue to succeed as a dealership -- and be profitable. Stellar customer service is what continuously brings customers back and what will bring in new customers, as word-of-mouth among motorcycle enthusiasts is key. In the case that one of our employees did not provide the best customer service, we make it a point to contact that customer directly on the phone and find out what happened, what we can do better and if there is any way we can make it right.
Our employees are all given customer service materials to read throughout the year, and we make it a point in each of our weekly meetings to address customer service, who’s been doing a great job and who might need to improve their customer service skills. In addition, we have started internal staff seminars where we have brought in outside assistance and had our senior employees give proper direction on providing the best customer service practices. Our managers speak with our customers on a daily basis, making sure the customer service they received was exceeding their expectations. We also invite our customers to leave feedback online – good or bad – which allows us to also monitor customers' feedback.
Involvement in the Community
Since we have moved into our new 108,000 sq. ft. dealership, we have put an emphasis on strengthening our relationships within the riding community through a number of initiatives. We believe that giving back to the community will ultimately have a return of double.
We first wanted to make sure that we were giving back to the community through some great events that offered a free meal or free movie – working to strengthen our relationship with our customers. Some examples include hosting free movie nights, offering free food at our bike nights, bike washes and our sportbike track day. In addition, we had a free stunt show that was a big hit.
On top of that, we made a number of donations to local charities and local motorcycle clubs. We tried to also be present at the rides/rallies in which we donated to show our support, not only through monetary value, but with our staff. One example that comes to mind was the Hudson Valley Ride for Kids Event, where we had 10 employees and a number of customers that rode with us (from our dealership) to the event to make a nice donation from funds we raised from our events.
In addition to the free events, free food and donations, we have opened our dealership to local motorcycle clubs to utilize the space for club events, meetings, etc. In June, we hosted the “Motorcycle Education on Safety Riding” seminar with over 150 riders from local motorcycle clubs from N.J., N.Y., Conn. and Penn. Riders attended to learn about everything from safety, the proper riding gear, having the necessary insurance and much more. We set up our upstairs showroom like an auditorium and provide lunch for the attendees – all free to these riders.