Signature Harley-Davidson

Dealer Website: 
http://www.signaturehd.com
1176 Professional Drive, Perrysburg, OH
View on Google Maps:Google Maps
Type of Retail Business:
Franchised (selling new vehicles)
Owner(s): 
Tim Sherman, Mike Lenhart, Jim Frauenberg
General Manager: 
Kris Everitt
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: 
11
Gear, Apparel and Helmets: 
Harley-Davidson, Vega Helmets, Mascorro Leather, VF Image wear, Wolverine, WileyX, Hugger gloves, Bulova watches, Stamper Black Hills Gold, jewelry, Mod jewelry, Tori Richards, Leather Accessory Source, Athalon Luggage - HD licensed, Miss Me Jeans, SGI Childrens' Apparel, ZB Concepts Jewelry, Swag Sunglasses, Tervis Cups, Pyramid Posters, Ace Branded Products, RK Stratman apparel and T-shirts, Challenge Coins by Symbol Arts, Lodis handbags and accessories [belts, belt buckles]. Coming in spring 2015, Mens Petrol Jeans
Accessories: 
Harley-Davidson, Vance & Hines, RC Components, Kuryakyn, Dirty Bird, Leather Pros, Parts Unlimited, KK, Hot Topper, Arlen Ness
Parts and Tools: 
Harley-Davidson, Vance & Hines, RC Components, Kuryakyn, Dirty Bird, Leather Pros, Parts Unlimited, KK, Hot Topper, Arlen Ness
Distributors: 
Parts Unlimited/Drag Specialties
Male: 
75%
Female: 
25%
Average Age: 
45
Total Facility: 
20,000 sq. ft.
Showroom: 
7,000 sq. ft.
PG&A Departments: 
5,000 sq. ft.
Service Dept: 
8,000 sq. ft.
Total Acreage: 
2.5

Mission Statement

At Signature Harley-Davidson we focus our attention to three small words that have huge meaning: We Sell Fun! We are the place people go to feel good and have a great time. This motto puts all of us in the right mindset every day to make our dealership a place where our staff and customers are all considered family and everyone is encouraged to enjoy their passion for Harley-Davidson! We strive to incorporate this mission into all aspects of our day-to-day business at the dealership and beyond including sales, promotions, rides, events and the complete customer experience. Harley-Davidson is more than a brand, it’s a lifestyle and we’re all in this together. We want to make sure our customers know Signature Harley-Davidson is their resource for great experiences and enjoyment!

Showroom Design and Layout

When you open the doors at Signature Harley-Davidson you are immediately greeted by a familiar and exhilarating sound – the sound of a Harley! The sound of a Harley paired with a warm smile and greeting from the staff is the best way to kick-start your Signature Harley-Davidson experience! The next, and certainly most eye-catching feature you’ll see are rows of beautifully detailed Harley-Davidson motorcycles. Should you want to test-ride a chosen bike, but don’t have an endorsement yet or the weather is in climate, we can get you burning rubber right inside the dealership! We have a portion of our showroom dedicated to Jumpstart, which combines a Harley-Davidson motorcycle and a specifically-designed, stationary support stand. Customers can be assured that the motorcycle won’t tip over and it gives them a chance to feel the "thrill of the throttle," shift through the gears and hear the unforgettable Harley sound. As an added touch, we added an image of mountain scenery so the rider can imagine what it would be like to be on the open road. 
Past the Jumpstart is where you’ll see a very exciting part of the process if you’re buying a motorcycle with us. Here is where each customer completes their bike purchase, with their photo taken in front of our Signature Harley-Davidson mural wall and a ring of the celebratory bell, the customer has begun their journey with their new motorcycle! We post these photos on our website so the customer can share their exciting new purchase with their friends and family. 
Our customer lounge is a popular place for our regular customers as well as travelers. They always enjoy themselves in the dealership with fully-stocked vending machines, free coffee and water and plenty of motorcycle-related literature. The lounge has a high-top table and comfy leather chairs so it’s the perfect space to rest, catch up on the dealership events or make new friends! Also in this area of the showroom is a display maintained by the Glass City H.O.G. Chapter. They update this area with membership information, an event calendar and an array of photos from the most current events.
To the left of the entrance is our MotorClothes department. Our MotorClothes manager of more than 10 years and her sales staff keep the area fresh and exciting every day! The displays are expertly designed and they integrate merchandise throughout the showroom floor as a way to keep new merchandise in front of the customer. They staff makes the effort to update the walls with new products and seasonal items which gives it a touch of personality that you don’t see in all dealerships. The merchandise is displayed with an eye for the color. 
Our Parts Department has more than 20 feet of dedicated counter space for our associates to work with customers to help them build the bike of their dreams. The glass showcases help feature new products and are changed on a regular basis as exciting products come on the market. Our showroom has many interactive displays so the customer can engage their senses. The Parts Department extends along three of the four walls in the showroom making sure the customer is never too far away from thinking about an upgrade or adjustment for their bike. Sound is important to our customers so we’ve set up a prominent display for our BOOM! Audio system. Not only can the customer hear the system, we have a plug and play feature that allows them to use their Smartphone or iPod to listen to “their” music. Customers love the tactile experiences in our dealerships!
The showroom also boasts a customer lounge with a vending area, free coffee and a comfortable place to hang out. The most essential part of the dealership showroom is of course all the beautiful Harley-Davidson motorcycles for sale. Appealingly appointed rows of motorcycles line the walkways. Each row has plenty of room to allow the customer to get a complete look at the bike. The path of the bikes flows from department to department reinforcing a complete buying experience for our customer – from the Harley they’ve always dreamt about, to the helmet that features their favorite teams colors, to the oil that keeps them running. 

Service Department

The Service Department features a spacious write-up area with two stations. The stations allow for quicker customer service and are managed by experienced service writers at all times. This area also features a variety of product displays for unique customizable items that customers may consider upgrading with their service appointment. A large overhead door allows customers to easily bring their motorcycle in to the department to be inspected and prepped for service. 
When you leave the service write-up area you go through large double doors where you find a vast service area with five service bays, a wash station and a certified Dyno jet power commander tuning center. Within this department there is also a station for our reconditioning specialist who is dedicated to making even the roughest bike look like it just rolled off the showroom floor. Having a reconditioning specialist allows us to make more money on the motorcycles because they look better and it’s often hard to distinguish the new from the used bikes unless you look at the tag. 
The service department offers many unique opportunities to our customers to keep them educated and having the right knowledge to fully enjoy their Harley-Davidson. The service write-up area is constantly changing, adding new product displays and the most-up-to-date industry literature at the seating area as well as current, local riding events and opportunities. Additionally, the public is invited to visit the service department at Signature Harley-Davidson every second Saturday morning during the summer for the pancake breakfast and seminar. This encourages customers to take advantage of Express Lane Service on the weekend as well as educating patrons about a variety of motorcycle topics while they enjoy a free breakfast!

Training and Employee Motivation Practices

Training plays a major role in the performance of our employees and the entire customer experience. We begin each day with a team huddle. This is a great way to start the day with all of the employees scheduled that day, to not only be familiar with who is working, but to talk about anything that may be going on that day with promotions/events. A portion of the team huddle is dedicated to each department discussing a new item, or our “push of the day." This item is described in detail. The benefits and features, installation time and labor costs are discussed. It’s great training for employees who may not be familiar with that particular product. Throughout the day, customers are made aware of the product.
Signature Harley-Davidson (along with its sister dealership Toledo H-D) was among the first few dealers who were selected by the Harley-Davidson Motor Company to take part in testing the implementation of the 4-Disciplines of Execution in to every day dealership operations. This began with department managers getting exclusive training on how the process works with day to day operations and how to drive results and achieve goals. The 4-Disciplines were introduced to the entire dealership staff at one time as success is only achieved when everyone is involved in making the decisions that impact their department. 
Each department is responsible for creating its own scoreboards within the 4-Disciplines framework and setting measurable goals that would help them reach their wildly important goal that was set by management. Involvement in this process keeps the focus on a few key goals that are measurable, drives results and are all within control of the department. Weekly meetings are held in each department to check the status of goals and make sure they are top of mind as daily business is conducted. Results are also reviewed at monthly all-staff meetings. This review process helps keep individuals energized to achieve their goals and show positive results on their scoreboards creative accountability and keeping them focused on the outcomes they can control. As new employees are introduced into our staff, they are trained on the 4-Disciplines and their success is not only emphasized but encouraged!
Employee training is a very important element to our day-to-day operation, in order to provide a “kick-ass” experience; our employees need to have confidence in their knowledge. All of our employees utilize the programs offered by Harley-Davidson University. The owners make an effort to send as many people as possible to Harley-Davidson dealer shows. They attend classes and gain knowledge about new products and changes pertinent to their department. In addition to the classes, all employees are required to continue the education process through Harley-Davidson University training videos. In an ever-changing industry, we understand the importance of keeping up-to-date on products and trends. 
Other perks our employees enjoy are Employee Appreciation Parties and dealer-paid admission to local motorcycle events. Additionally we offer gift card prizes to employees for a variety of standard things, meaning that anyone from any department is eligible. The prizes are more of a thank you: thank you for referring that person, they bought a bike; thank you for finding that awesome used motorcycle for sale, it’s now on our showroom floor; thank you for providing a kick-ass experience to this person, they wrote you an awesome review! Incentives are often employed when a department or the dealership goes above and beyond what was expected, it acts as encouragement, as a reward and also as a team-building tool.

Commitment to Customer Service

Every Harley-Davidson dealer, retail establishment, restaurant, etc. likes to say that customer service is their number one priority. At Signature Harley-Davidson, not only do we say it, we live it and it shows. Our employees know that everything we do, from a sale, return, bike pick up or phone call is a chance to provide excellent customer service. Our customer philosophy is striving to enhance the customer experience with great service. We try to provide a great first impression and make sure they experience that same feeling every time they return. We believe that great customer service is the responsibility of every team member within our organization therefore we empower all of our employees to handle customer concerns. 
Our overall goal is to provide a WOW experience for our customers and enhance their experience with our dealership in every way possible. We do that in a number of ways. With new bike owners, they are taken through our customer path. The sales associate takes them to each department and introduces them to the rest of the team. Purchasing a motorcycle can often be an intimidating experience, particularly if they’re new to the lifestyle, the customer path helps puts them at ease. We make a BIG DEAL about a new motorcycle purchase! When the customer has completed their paperwork in the F & I office, they are taken to our WOW bike bell and get to ring it loud enough for everyone in the dealership to hear. All employees stop what they’re doing and clap and congratulate the new owner. It’s a fun experience for the customer (and the employees). We don’t stop there! Every new owner gets their picture taken on their new bike in front of a specially painted wall, this picture can be uploaded to our website and social media, if the customer approves! Imagine buying your favorite, beautiful motorcycle and the dealership posts your picture onto Facebook for you to tag and share for the whole world to see! 
During monthly all-staff meetings we often review a sales tactic or exercise that keeps customer service top of mind. This comes in the form of team building exercises that encourage the staff to work together to better understand how to connect with a customer on a personal level. These tactics keep the sales process fresh in each department and are a reminder that each customer has special needs and circumstances and needs to be treated as such and to take the time to get to know a customer to best figure out how you can help. 
Our motivation at Signature Harley-Davidson is to meet and exceed customer’s service expectations through memorable “kick-ass” experiences, EVERY DAY. From the purchase of your first motorcycle, to the day-to-day shopping, to the service department catering to all of your bike’s needs, we want to treat you like family.

Involvement in the Community

Being located in a loyal community, Signature Harley-Davidson has the backing of Perrysburg, Ohio, and supports the community in return. Perrysburg is a suburb of Toledo that is continuing to grow by leaps and bounds and that has a lot to do with people supporting local businesses. We take part in events put on by the Perrysburg Area Chamber of Commerce such as Harrison Rally Days as well as their classic car show. Signature H-D also makes an effort to be represented at a variety of community and bike related events all throughout the year by setting up a display, having giveaways, offering attendees a chance to win prizes, and as always, encouraging them to visit the dealership to check it out for themselves!
We also donate merchandise or gift cards to many charities and organizations throughout the year to help in their fundraising efforts. The dealership serves as a starting point for a number of charity rides and also as a place for information on motorcycle-related events and activities in our area. We also make efforts to support a wide gamut of local groups and businesses in the community, including the local Toledo Repertoire Theatre, Nature’s Nursery, local animal shelters, Toledo Opera, American Red Cross, the International Boxing Club, Midwest Latinofest and Ronald McDonald House. Our main motivation is to not only occupy retail space in a town, but to be an active member and supporter of the community.
One example of how we have achieved our community involvement goals, is building lasting relationships with a variety of local riding groups that cater to different demographics. Fostering relationships with these groups, means our dealership can be a great resource for local motorcycle enthusiasts who might be looking for people with similar interests. Groups include the African-American military club the Buffalo Soldiers MC and the internationally known women’s riding club, the Women of the Wind, who were founded locally in Toledo. We provide support for these groups in an assortment of ways, including donating monetarily and promoting their events. Additionally, the dealership sponsors a chapter of the Harley Owners Group, and anyone who purchases a bike from Signature Harley-Davidson is automatically enrolled as a local chapter member and is invited to attend chapter rides, meals and events. This free to join group is a social riding group for anyone who rides a Harley and loves it! Nurturing a love for riding and a love for community is a big emphasis for our dealership and employees.