Myers-Duren Harley-Davidson

Dealer Website: 
http://www.tulsaharley.com
4848 South Peoria Avenue, Tulsa, OK
View on Google Maps:Google Maps
Type of Retail Business:
Franchised (selling new vehicles), Used Vehicle Dealer
Owner(s): 
Reba McClanahan
General Manager: 
Johnny McClanahan
Days of Operation: 
Tuesday
Days of Operation: 
Wednesday
Days of Operation: 
Thursday
Days of Operation: 
Friday
Days of Operation: 
Saturday
Years in Business: 
100
Gear, Apparel and Helmets: 
Harley-Davidson, Helmet House, Shoei, HJC, Children's SGI, David Uhrl Apparel, Wolverine Boots
Accessories: 
Harley-Davidson
Parts and Tools: 
Harley-Davidson
Distributors: 
Custom Chrome
Distributors: 
Helmet House
Distributors: 
Other
Distributors: 
Parts Unlimited/Drag Specialties
Distributors: 
Tucker Rocky/Bikers Choice
Male: 
80
Female: 
20
Average Age: 
45
Total Facility: 
21,400 sq. ft.
Showroom: 
6,950 sq. ft.
PG&A Departments: 
3,000 sq. ft.
Service Dept: 
7,450 sq. ft.
Total Acreage: 
2.5

Mission Statement

Our mission statement is based around the foundation of the company and extends to each customer as they move into making owning a motorcycle part of their life. 
Employees are encouraged daily to "Treat customers the way they would want to be treated" and to provide an exceptional customer experience, above and beyond expectations.
We have been family owned and operated for 100 years. We have been owned by the same family (Reba McClanahan) for the last 37 years of that time.
As part of our customer service, we have goals to educate and enrich the riders who are a part of our extended family, with the only Harley-Davidson dealership in the state of Oklahoma that offers a Motorcycle Safety Foundation training course (Riding Academy) for new riders to provide them basic riding training.

Showroom Design and Layout

When our customers enter the showroom floor they are greeted in the entrance by a popular working antique coin-operated motorcycle ride. 
The dealership was remodeled last year with warm earth-tone colors to reflect the warmth demonstrated by the employees who greet each person.
There is a comfortable layout that has a "path" to lead customers onto the floor without being intimidated. 
The motorcycles are spotlighted on the showroom floor in center stage with LED lighting to give them priority.
So that people feel comfortable, customers are encouraged to sit on the motorcycles and get a "hands-on" feeling of what it is to be excited about owning one for themselves.
MotorClothes is located on a warm welcoming carpeted area that has all the essentials for the rider and non-rider alike. They are the first to greet a new owner after their purchase and guide them through what is offered in their department. Our manager has over 11 years of experience and the department has over 15 years of combined experience in customer service with motorcycle clothing.
The parts department is organized and well-lit to make it easy to find just the right addition or replacement a customer would need. Several interactive displays highlight the features and benefits of new products. There is also a demo seat and windscreen offer where a customer can put different types of either or both on their own bike and try them out to help them decide on a purchase.
Merchandise is displayed throughout the dealership and mixed to form layouts to encourage and give ideas to the rider as to what is available.

Service Department

The service department has an open and friendly environment filled with energy that welcomes the rider under a huge awning. The service riders are attentive and knowledgeable in their fields as they listen to the customers describe what is going on with their bikes. 
This is the heart of the customer service in the dealership and exemplifies the welcoming family atmosphere felt throughout the building. 
This department is rich in history and has more than 108 years of combined experience. 
We are very well-respected in the local motorcycle community as a company who will make things right for you and leave things with a good taste in your mouth no matter what has happened.
There are eight trained technicians who have two lifts (some of them are "post lifts" to assist in helping the tech in having access to  both tires while the bike is in repair) in their bays to allow them the freedom to move from bike to bike. We also have two dedicated trike lifts, as these rides are becoming more and more popular and in demand.
When a bike comes in for service, or repair, it receives a "bath" in the warm wash bay by trained professionals. 
One of the unique services that we provide is that we can provide service on ALL Harley-Davidson models, no matter what the year. If it's a Harley, we can work on it! We also provide convenient free pick-up and delivery of the customers' motorcycle.
While someone is waiting on their bike to be serviced, we provide a comfortable lounge, adjacent to the showroom with a coffee bar, vending machines, plasma TV and free Wi-Fi.
Another asset of our service department is the state-of-the-art dyno room which is used to fine tune and measure some of the more complex performance work that customers seek for their rides.
Another unique service that this hard-working department provides is an Express Lane Service where any service that can be performed in under an hour will be taken immediately to a technician to ensure that the rider is back on the road as soon as possible. 
Travelers ALWAYS take first priority in our service department. Displaying to even the traveler that they are as important as "family" is to the dealership and welcome them in to our extended family.

Training and Employee Motivation Practices

The management staff throughout the company believes that it is essential to empower the employees to work together as a team to reach a common goal as part of the Harley family. 
We work hard; however, we also have fun at what we do. This can be seen and heard throughout the building as friendship and respect is exhibited to reinforce the family feeling. 
Training is provided at every level to support and empower each employee to have the confidence to perform their jobs. 
Some of our core values are to treat one another with respect, to tell the truth and be fair in everything we do. Treat people the way we would like to be treated.
Since our owner is a former educator, the staff receives top-notch training online and instructor-led to keep informed and up to date.
Mechanics are sent to hands-on training to further their skill-set on a regular basis and keep them up-to-date on the latest technology.
All MSF Riding Academy instructors are kept up-to-date on training with the MSF and Harley requirements.
There are daily managers' huddles in order to discuss what is going on in each department.
This allows for the managers to hear on a regular basis what is happening in each department before anything becomes larger than it needs to be to get handled.

Commitment to Customer Service

Our customer service philosophy revolves around making our customers feel welcome and comfortable in our dealership --- no matter what they are doing or why they are there, we want them to feel important and at home. 
Our commitment to treating customers like family has made our dealership the place to hang out.
We take every opportunity available to build a relationship with each person who comes through the doors. 
Upon purchasing a bike, everyone stops to shake their hand and introduce them and walk them to each department to be greeted and welcomed. 
Communications through the V.I.P. Mobile Club, Facebook and the use of other social media keep our customers updated with the latest sales and events. 
We are a dealership that remains true to its rich heritage and legacy while looking forward to a future of serving our family of Harley friends for years to come.

Involvement in the Community

We are very active in the community and our philosophy of treating others like we would like to be treated shines when it comes to this area of involvement.

We donate to hundreds of events throughout the year and sponsor many others.
Listed below are just a few of the different local and nationwide charities and events that we participate in and/or sponsor.

  • Rumble and Roll: Make-A-Wish Foundation
  • Demo Truck Event: This gives the community a chance to test ride the new bikes of their choice.
  • Cancer Sucks: We give away a motorcycle -- over $5,000 raised
  • MDA poker run -- over $3,000 raised
  • Tulsa Poker Run for United Way: Motorcycle giveaway
  • Hosted the state's largest International Female Ride Day to promote women riding.
  • Large use of social media with a presence on Facebook and use of texts to keep the public informed of discounts and activities at the dealership.
  • Regular Bike Nights at the dealership and local establishments with bands, food and drinks. Many times we bring free give-aways at these events.

More than $60,000 has been rasied, with half donated back to the community.
Our goal is to be the people, friends and dealership that the community thinks of when they think of motorcycles.