Smoky Mountain Harley-Davidson
Showroom Design and Layout
Our service write-up area is about 500 sq. ft. with three write-up desks and a drive-in door. Customers ride their bikes into the building and the actual write-up and walk around is done inside. There is enough room to stage as many as 15 bikes that are completed and ready to be picked up. Our shop is about 15,000 sq. ft. and contains eight bays with two lifts, work benches, a vise and tear-down racks. We have enough room to stage about 20 bikes in the shop that are awaiting work to be done. We have all necessary tools and equipment to handle the demands of today including a DynoJet 250i Dyno, a Coats RC200-EX Tire Changer, a Snap-On Dynamic Balancer, presses, Neway Valve Refacer and Cutters, a Honing Tank, two time clocks and two Digital Technicians.
We are also one of the few dealers that have a nitrogen generator and fill all of our internal bikes with nitrogen, as well as recommend it to every customer. The shop is overall laid out for a smooth flow with four bays in the center and the other four along two of the perimeter walls, all specialty tools and some shop equipment is along another wall, there are two possible exits for technicians to use for test rides, and our wash bay is just beyond the shop warehouse. A bike comes in through the write-up area and is staged inside the shop. When the technician is completed with the job the bike is left at the wash bay where it can then be moved back to the write-up area after cleaning is complete.
The service manager's office is located where the write-up area and the shop come together. There is very convenient access to both areas from the office as well as windows all around so everything happening in service can be seen and heard from the office.
Training and Employee Motivation Practices
Commitment to Customer Service
These are our underlying principal beliefs; they must be known, owned, demonstrated, and energized by all. We believe we must exemplify our dealership's commitment to customer service and satisfaction daily. We agree to demonstrate respect, integrity and pride with customers as well as our fellow employees. We strive to always keep promises and commitments by being realistic, truthful and honest. When it comes to customer service, we believe we should set high standards and never accept mediocrity. In order to be the best, we must achieve unparalleled standards. Everyone at SMHD is empowered to break away from regular duties or conversations with other employees to address a customer's need.