Smoky Mountain Harley-Davidson

Dealer Website:
1820 W. Lamar Alexander Parkway, Maryville, TN
View on Google Maps:Google Maps
Type of Retail Business:
Franchised (selling new vehicles)
Scott and Monet Maddux
General Manager: 
Scott Maddux
Days of Operation: 
Days of Operation: 
Days of Operation: 
Days of Operation: 
Days of Operation: 
Days of Operation: 
Days of Operation: 
Years in Business: 
Gear, Apparel and Helmets: 
Harley-Davidson, Summit, Galaxy, Bell, Tour Master, Icon, Joe Rocket
Hair Glove
Parts and Tools: 
Harley-Davidson, Mustang, Drag Specialities, Custom Dynamics
Custom Chrome
Parts Unlimited/Drag Specialties
Tucker Rocky/Bikers Choice
Average Age: 
Total Facility: 
56,000 sq. ft.
20,000 sq. ft.
PG&A Departments: 
8,000 sq. ft
Service Dept: 
15,000 sq. ft.
Total Acreage: 

Mission Statement

This Mission Statement is the heart and soul of Smoky Mountain Harley-Davidson.  Our #1 goal is to focus on relationships, to exceed expectations, to never stop improving, TO BE THE BEST. This Mission Statement is posted in every employee's office as well as in the hallways. We live by this statement.

Showroom Design and Layout

The Smoky Mountain H-D Show room is truly one of a kind.  From the moment you set foot in the front door it is easy to see why this dealership is known as "the Rider's Destination." Upon entry, you instantly notice the sheer size of the showroom with well over 150 motorcycles on display and a general merchandise department that is easily 10 times what you might expect from your typical H-D dealership.  From that initial impression you will begin to notice the details that make Smoky Mountain special, including the vintage section of motorcycles housed in a custom built micro-showroom that resembles what you might have seen in a 1977 H-D dealership. This section pays tribute to those that came before us when Harley-Davidson dealerships were typically ran by the owner/operator/ mechanic/sales person and his wife, and occupied barely more space than today's service write-up.
History is a recurring theme within the showroom with generous amounts of nostalgia and reclaimed materials. Large murals, historic signage, unique custom built fixtures, exhaust chandeliers, and local sculptures clearly mark this place as "Real Deal and Genuine."  
If there were one word to describe the character of Smoky Mountain Harley-Davidson it would be "Soul." This place has it. It is obvious that SMH-D was built with the same heart and soul that elevated the Harley-Davidson brand into folklore status, a real passion for expression and individualism that can only come from the heart. So, sorry, rich dude, all your money can't replicate what comes natural to SMHD.  

Service Department

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

A new position that was created for 2014 was a full time employee expectations coordinator. This position trains all new hires as well as consistently work with all employees to make sure that we are adhering to our mission statement: "To Focus on Relationships, To Exceed Expectations, To Never Stop Improving and to BE THE BEST."
Each department holds morning huddles to start each day to discuss what is on the agenda for the day and to share information. These huddles as well as the Employee Expectations Coordinator help our company to all be on the same page. 

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.

Involvement in the Community

Smoky Mountain Harley-Davidson is blessed with an active community that has supported this dealership since it opened in 2004.  In return we enjoy giving back to our community. We offer our place as a venue to allow charities and members of the community to meet and gather. We take pride in sponsoring and being a part of the activities that go on in our community. We have been a long time sponsor and partner for the Man Ride led by University of Tennessee hospital, we were the sole sponsor that built a house for Habitat for Humanity, we participate in hundreds of charity events and are always willing to assist in worthy causes.
We also have partnered with local schools and their respective vocational classes. Smoky Mountain Harley-Davidson gave a Harley-Davidson Sportster to William Blount High School and another to Heritage High School to sponsor the first "Bike Build," which allowed the shop and auto body classes to work together to completely redesign the bikes for a chance to win $1,500 for their school. The schools were also given a $1,500 in-store credit to fund the parts and accessories bill that was necessary to redesign and rebuild the 1998 Sportster 883's. This commitment to both of these schools turned out to be a very exciting event that got the community involved with hosting both schools and their families the day the winner was revealed. The winner was chosen by a secret panel of judges while members of the community were allowed to participate in the Viewers Choice Award. In the end, the winning school took home bragging rights and a check for $1,500 while the other school took home a check for $1,000 and a new determination and promise to try harder the next year. The dealership truly took these schools under their wing as they spent many hours in the dealership learning and strategizing. Smoky Mountain Harley-Davidson appreciates that these students are our future. Investing in the education and success of our youth is something that as business owners we must all embrace and consider our responsibility.