Rick Roush Motor Sports
Our mission statement to to offer our customers the best service at a fair price. To conduct business with honesty and integrity. To make sure customer every customer's expectation is exceeded.
Showroom Design and Layout
The 24,000 sq. ft. showroom boasts 400 new and used motorbikes and ATVs. The entire showroom floor was painstakingly created by hand with tile imported direct from Italy. A road lined with street lights runs through the middle of the showroom with several twists and turns. Illuminated expressway signs, like “Sports Bike Alley” and “Cruiser Parkway” and “Accessory Avenue” direct customers to different areas of the showroom.
The entire showroom is visible through the 35 foot-tall showroom with a glass front that spans 278 feet. A huge 15-foot double-sided indoor waterfall is the landmark to adventure, awaiting customers in the ATV and four-wheeler area. There are six limited-edition race bikes suspended from the ceiling . These bikes are complete with riders that replicate champions like Matt Mladin, Miguel Duhamel, Nicky Hayden and Ricky Carmichael, among several other in full gear. All have specific themes like leaning into a corner or heading down a straight away etc.
With a huge inventory of Kawasaki, Suzuki, Honda, Yamaha, Kymco customers have a large variety to choose from. A cedar-sided two-story saloon with tin roofed porch serves as a conversation area and conceals sales offices.
When customers have finished shopping, they can enjoy a game of pool on the 9-foot vintage Brunswick pool table. In addition, there are eight 42-inch LED televisions mounted throughout the entire store, continuously playing manufacturer’s promotional DVDs and an unbelievable stereo system to enhance the excitement of shopping. During fall, winter and spring months our customers can also enjoy a complimentary cup of coffee or cappuccino from our coffee bar while relaxing in a comfortable oversized leather chair next to an open fire pit facing a 42” LED TV.
Rick Roush Motor Sports has a state-of-the-art service facility complete with the latest evac-system, computer diagnostic equipment, tech library and special tool room. Every inch of the service department is monitored by surveillance cameras to insure 100 percent safety and security with our customers' vehicles. The technicians have eight service bays for prepping or repairing motorcycles and ATVs, and one 10,000-lb., two-post lift, for servicing side-by-sides, Mules and Rhinos. All of the service professionals get to work in an air-conditioned service area. Also, of our four technicians, two are master-certified. Combined, they have more than 25 years of experience. The atmosphere is perfect for a V.I.P. delivery.
Next to the service department there’s a climate-controlled delivery area at which customers can pick up their serviced motorbikes or ATVs and ride them home right off the delivery showroom floor . The delivery showroom has a polished floor and is shadowed by a wall boasting a 45-foot-wide by 35-foot-high painted mural of Matt Mladin leaning into a corner. Service also has an employee dedicated to the detailing of vehicles, in the heated wash bay inside the service department. Whether dropping off or loading up, you can back right up to the easily accessible loading docks with automatic load levelers.
Those who choose to wait for their motorbike or ATV to be serviced can do so while sitting by a relaxing fireplace in plush leather chairs with their feet up on the matching ottomans, or they can enjoy a complimentary cup of java while reading the latest motorcycle periodicals at the black granite coffee bar.
Training and Employee Motivation Practices
Every new employee attends training classes on proper business practices and procedures to promote awareness and prevention of racial discrimination and sexual harassment. All sales personnel are also put through continuous product training. These training programs are frequently updated to accommodate the constantly changing product lines.
The parts department employees are continuously trained to be knowledgeable on the most recent vehicle models and accessory updates. All vendors regularly visit to train and educate parts employees. Weekly meetings with the business office and sales department help the sales process proceed seamlessly. The entire management staff also has weekly meetings where important policies and procedures are honed to the most finite detail. All these meetings and training have one common goal in mind: to insure a pleasant customer experience and employee satisfaction. Rick Roush states “It is a common belief within our dealership that customer satisfaction can only be obtained by first achieving employee satisfaction." Therefore, they have taken extensive steps to promote an awareness of employees' concerns.
Once a month, management has an associates' lunch meeting with the entire dealership to recognize the achievements of the prior month's departments and its employees. It is within this meeting that the employee of the month, salesperson of the month, technician of the month and parts counter person of the month is announced. Each employee is recognized with a round of applause, a bonus check and a permanent name plate on the wall of fame. Managers that exceed their goal receive a round of applause also. In this meeting, customer letters are read and at one point employees have an open floor to recognize other employees that went above and beyond. A focus meeting is also held once a month. This is where each department elects one representative from their department to attend a lunch meeting with the owner. In this meeting, there are no managers present. Each employee brings ideas and concerns from the fellow workers within their department.
The suggestions and comments are addressed and, most importantly, remain anonymous. This is a way for the employees to have a voice without depending solely on themselves or their manager to address or implement concerns. Since the employee suggestions are anonymous, it eliminates a common fear employees have of speaking out . Often, the best ideas come from employees that have the freedom and security to speak out. This meeting enables that sense of security.
Commitment to Customer Service
In order to achieve customer satisfaction, we must first achieve employee satisfaction. When an employee believes that the dealership really cares about them, then they will really care about the dealership. That is where customer satisfaction becomes real. A customer can always tell the difference between an employee that loves their job and one that doesn’t, by the way that they are treated.
Involvement in the Community
Every year, each employee is offered to enroll in project C.A.R.E. The employee pledges $5, $10, $15 or $20 to be taken out of their pay monthly. Rick Roush then matches the total collected. During the monthly associates meeting, employees vote on a local charity to support for the month.
The last five months of the year, the contributions are held for Christmas. At that time, each participating employee adopts a child to bring Christmas to from a list provided by United Way of Medina County. A few weeks before Christmas, each employee purchases gifts with funds generated by project C.A.R.E., wraps them and personally delivers them a week before Christmas. This event promotes an aligning of principles as well as a feeling of unity and purpose among our employees.