Showroom Design and Layout
The service department is the southern-most addition, and matches the existing log structure. It houses about 7,500 sq. ft. on the main level and has a 10,000 sq. ft. basement with a drive-through ramp and a freight lift. The state-of-the-art service department has an indoor drive-up area for service write-ups, along with a huge wash bay and a dual drum dyno. There are double bay set ups for eight technicians. We pride ourselves in the service department cleanliness. Technicians always make sure their work areas are kept neat and clean, with the use of rolling racks to house many of the parts while a bike is under service. Our motto is, "we never want to be embarrassed to walk a customer back into service at any time." There is also a second level above service that houses many of our overstock parts as well as take off parts. There is a freight lift that goes up to the second floor as well as down to the basement. The basement houses the dyno, along with our air compressor and oil drums. This keeps the noise away from the techs and customers. We also use the basement for winter storage of customer bikes. With $500 worth of service work, customers get free winter storage. This works out extremely well for us and keeps our technicians busy through the winter months.
Training and Employee Motivation Practices
We take great pride in having employees that are thoroughly trained and kept up-to-date with the latest and greatest of innovations. Departmental sales goals and margins are set and tracked so employees know where they are headed and where they need to go for success. Each department is responsible for creating their own unique sales tracking board, and we meet weekly to discuss progress along with successes and areas we need to improve on. Commission is paid based on departmental sales and margins. The motorcycle sales staff get a base and then commission is paid as a percentage of the selling price of the motorcycle. Service technicians are paid a base along with a bonus for collectible hours billed. We continually send our technicians to training every year and will bring every tech to a master level if they so desire.
Commitment to Customer Service
Our main focus is customer retention -- making sure we take care of our customers and that we know our customers. Word of mouth is your best advertising. Everyone in business is going to have a customer complaint now and then, it is how you handle the complaint that is key to the future success of the business. Our employees know our expectations and our customers have learned that we are always going to take care of them. We have continually ranked in the top of Harley-Davidson CSI scoring.