Our success as a company is based on customer satisfaction. In order to be successful, we need to work as a team to ensure that we create a positve experience for our guests. We accomplish this by making every personal greeting warm and genuine, being approachable, listening intently, and being responsive, appreciating and celebrating others, displaying a positive attitude, taking ownership of problems and challenges, being serious about work without be serious about ourselves, showing our sincere appreciation be saying "thank you" and meaning it, treating people like we want to be treated, and always looking for an opportunity to be a hero.
Showroom Design and Layout
Our showroom is very extensive. Generally speaking, it is an inverted "L" shape. The front of the store is where you find open desks for the sales team spread throughout so the customers never feel too far away. They walk through our newest and best units to make it the main front counter, housing our parts and accessories team and our service department. You cannot make it all the way to that counter without a friendly greeting and at least a small conversation. It may only be 50 feet from the front door, but you will be happily walked to the counter and introduced to whomever will be helping you find what you need. Even before you walk in the door, we've got units on display outside: ATVs on stands 7 feet in the air, ATVs or snowmobiles with tracks parked on snowbanks or boulders.
Inside, our showroom is covered in units. New units with the coolest, new accessories pre-installed, are everywhere. Each one is uniquely equipped to cater to our wide variety of customers. Our inventory is constantly moving to ensure a fresh storefront. As soon as one season ends, we're completely ready for the next. Sportbikes and cruisers riddle the entire showroom floor in spring and during winter, you can't see anything but ATVs and snowmobiles.
Our used inventory is kept down the longer secondary part of the "L" shape. This keeps a separation between new and used units so the customers can find what they are looking for more easily. Each and every inch of our surrounding wall is covered in accessories for that season or for that month. We carry everything we can and try to stay on the cutting edge as far as accessories go. Helmets, gloves, parts, jackets, you name it and we've got it! All of our inventory is mapped-out meticulously so that we have the correct amount of merchandise on the floor and so that all of our staff know where it is. This allows for us to help customers find what they are looking for quickly and more accurately.
Our service department is committed to the highest-level customer service and accuracy when it comes to our customers' needs. The second you walk up to the service counter, you are greeted with a friendly smile and the utmost attention to your problem or need for that day. We don't just want to fix your bike or ATV, we want to fix your problem and we want to ensure you leave our store having a great day. We have while-you-wait oil changes and seasonal service specials.
"While you wait" doesn't mean walk around and look at the things we have in the store. While you wait, here at Team Winnebagoland, you can relax on a leather couch, watch a movie, enjoy some free fresh popcorn, a soda and even a perfectly cooked hotdog. We don't just service your machine, we service you. We want to take the headache out of machine maintenance and turn it into an experience you look forward to. When it comes to problems much bigger than maintenance, we've got that covered just as well. Most people don't find their machine broken. Most machines get broken during use. Getting stranded with a broken bike, ATV, snowmobile or anything is not a problem for us at all. Just give us a call and we'll send someone to pick you up immediately. We'll trailer your machine back here and get it fixed up in no time.
At Team Winnebagoland, we prescribe to the highest of standards when it comes to repair and service. We are a four-year running Pro Yamaha dealership with bronze, silver AND gold certifications from Yamaha. We are also a Polaris VIP dealer for 2012. Our technicians are extremely skilled and willing to help in whatever capacity possible. We don't just aim to please, we aim to surpass any expectations you had by leaps and bounds.
Training and Employee Motivation Practices
Our staff training is rigorous, but very fun and exciting. Team Winnebagoland prides itself on running like the well-oiled machines we proudly carry. If one part isn't working up to capacity it limits what all the rest of the parts can do. This idea is one we also believe in. Our staff offers the best customer service possible. They know their job front to back, but also know how to communicate with the other parts of the team.
A new team member must be trained and mentored by a seasoned employee for at least two weeks. You don't just watch or read a manual. You get hands-on experience. You make mistakes and you learn from them so that when you are on your own, you know exactly how to perform. No one at Team Winnebagoland works on commission. We work on profit sharing. This endorses the idea that ALL parts need to work together for our customers to get the experience they deserve and to offer the quality of service no one else can.
Commitment to Customer Service
Our customer service philosophy is simple: Make each customer feel like a part of our family. We take care of them like we would take care of any one of our own family members. From the second you pick up the phone, you will see what I am talking about. We don't have a full-time receptionist. We have a staff of nearly 20 in sales and parts and accessories that are there to help you find what you need. We cut out the middleman and have one of them answer. Each person answers the phone with enthusiasm and excitement. You get the feeling that we are truly chomping at the bit to help you in whatever way we can, and that we are always excited to come to work. You get this feeling because it is true. Deep down, everyone truly wants to help our customers in whatever way they can.
Our incentive is help the customer find the perfect unit for them. We get to know you, we get to know what you want, and we make it happen. Is it your birthday? Chances are you will be getting a personal call from Team Winnebagoland. Want to find a couple things to do around the area? Call us and we'll set you up with more things that you possibly can do. Want to just come and hang out? (Believe it or not many customers come back just to hang out) Just stop in and say hi. We don't mind one bit. Our goal isn't to meet expectations, it's to exceed them. We go way above and beyond.
Even if we make a mistake, we go to every length to rectify it. One customer was going on a snowmobile trip in northern Wisconsin. We sold him a new battery that turned out to accidentally not fit correctly. He didn't realize until he was already up north. We weren't going to leave him stranded and it was our mistake. So we found a battery that fit, drove it up to him, replaced it, and refunded him his money. Why did we go to such lengths? Because that customer is a part of our family. If one of our family members was in that situation we would have done the same.
Involvement in the Community
We love to involve the local community. Whether it's charity or it's an event we put on for customers to enjoy their machines, we just want our community to be happy and healthy. Our Coats for Kids drive is where we gave out $10 gift cards for bringing in old coats that were then donated to Coats for Kids charity (we brought in more than 75 coats last year!).
Our chili cook-off contests: Each team can bring in a crock pot of chili on select weekends and customers who stop in that day can try each chili and vote for the best. We strive to keep our community excited to go out and enjoy powersports. We also know that it's hard to fully enjoy your machine sometimes, and we're firm believers that if you buy something, you NEED to ride it. We out on weekly sportbike and cruiser bike rides during the summer.
Every Monday is the sportbike ride, led by a team member, and every Thursday is the cruiser bike ride, also led by a team member. These occur during the three months of perfect summer riding we have here in Wisconsin. We put on annual ATV and snowmobile rides to allow our customers a chance to test their machines and actaully open them up a little bit. We get more and more participants each year. For both rides, we coordinate a trip to a differnent part of the state and bring everyone along for an extended weekend of camping/hotel logding (for the snow ride) and riding. It's a weekend filled with riding, fun, and so many laughs. We have people raving about it until the next one comes along. We never see a need to stop involving our community and we never will stop putting on events to keep them involved.