To fulfill dreams by delivering a premium customer experience, to create customers for life.
Showroom Design and Layout
We ride approximately 200 pre-owned bikes in front of the dealership every day. Walking into the dealership we have another 200 new bikes on the showroom floor. When you come to Rawhide Harley-Davidson, you know you are at a motorcycle dealership. With almost 25,000 sq. ft. upstairs, we have utilized this space for additional bike storage and our MotorClothes department.
The service department was built with sliding glass doors with automatic sensors for customers to ride their bikes right in. The dyno room was built right next to service write-up area with a 50-inch monitor readout and 15-foot window to look inside. The door from write-up to the technician area loads the bikes into a staging zone, which works well for customers looking to utilize our while-you-wait services. Each technician has two lifts to work on.
Training and Employee Motivation Practices
We have performance-based payplans in 90 percent of the positions in the dealership that drive the activities that we know will product the desired outcome. We utilize outside trainers as well as videos and internal training material. Role-playing is part of the daily morning huddles in each department.
Commitment to Customer Service
Our Wildly Important Goal is to fulfill dreams by delivering a premium customer experience to create customers for life. Every employee in the dealership knows this and lives by it. Whether its staying until midnight to get someone riding a new Harley or driving an hour to pick up a stranded customer on the side of the road, the staff knows this is what we do and don't think twice about it. It may not always be the most profitable, but we know that taking care of the customer is paramount.
Involvement in the Community
We generally like to put our support behind one or two big organizations or charities, but also support the local rides and charities if we can accommodate them. In November of every year, we have a big Toys for Tots ride that we put on that can have upward of 800 bikes, with every rider bringing a toy. This is always a big deal for the dealership.