Smoky Mountain Harley-Davidson

Dealer Website: 
http://smh-d.com/
1820 W. Lamar Alexander Parkway, Maryville, TN
View on Google Maps:Google Maps
Type of Retail Business:
Franchised (selling new vehicles)
Owner(s): 
Scott and Monet Maddux
General Manager: 
Scott Maddux
Years in Business: 
8
Gear, Apparel and Helmets: 
Harley-Davidson
Accessories: 
Harley-Davidson
Parts and Tools: 
Harley-Davidson
Distributors: 
Custom Chrome
Distributors: 
Parts Unlimited/Drag Specialties
Distributors: 
Tucker Rocky/Bikers Choice
Male: 
80%
Female: 
20%
Average Age: 
45
Total Facility: 
56,000 sq. ft.
Showroom: 
20,000 sq. ft.
PG&A Departments: 
8,000 sq. ft
Service Dept: 
15,000 sq. ft.
Total Acreage: 
8

Mission Statement

To focus on relationships, to exceed expectations, to never stop improving, TO BE THE BEST.

Showroom Design and Layout

The showroom is comprised of our motorcycle showroom, general merchandise showroom, parts and accessories department and customer lounge. The motorcycle showroom is 18,000 sq. ft. and features two antique motorcycle displays as well as more than 100 motorcycles. The general merchandise showroom is comprised of more than 10,000 sq. ft. of the latest and greatest H-D MotorClothes and accessories. We have one of the largest selections to choose from in the continental United States. We provide merchandise in mens, womens, kids, footwear, gifts and collectibles, leather, helmets, gloves, goggles, hats, and much, much more.

New this year to Smoky Mountain H-D is our Black Dragon line of apparel.The Black Dragon brand is an American-made line of apparel created exclusively for Smoky Mountain H-D with a custom display area in our merchandise showroom. Our customer lounge features a fireplace, flat screen TV that displays the weather channel, ATM, refreshments and leather couches for customers to relax on. We also feature an information and welcome desk where customers are greeted and questions are answered.

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 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

All departments hold weekly meetings to keep all staff up-to-date and informed on current promotions and events. Sales incentives are offered to help motivate team members to strive for the best every day. There are also award programs in place to award any employees that go above and beyond in their department.

Commitment to Customer Service

We believe that we should exemplify our dealership's commitment to customer service and satisfaction daily. We believe we should demonstrate respect, integrity and pride with our customers. We believe employees should greet every customer with eye contact, a sincere welcome and a smile. We attempt to engage the customer through common interests. Customers are escorted through the dealership as opposed to the employee simply pointing out directions. Employees are also empowered and encouraged to break away from regular duties or conversations to address customer needs.

Involvement in the Community

Smoky Mountain Harley-Davidson has been blessed with an active community that has supported this dealership from the very beginning. We at the dealership think that the best way to thank them for their support is to in turn support them in any way we can. This has resulted in many different events including prostate cancer screenings, mobile mammography unit, blood mobiles, benefit concerts, veterans' events and a local charity ride.