Village Motorsports of Grand Rapids
Village Motorsports' mission statement is "To exceed customer expectations with every interaction."
After more than 52 successful years in business, Village Motorsports has proven the ability to stay in touch and evolve as our ever-changing industry and customer base evolve. We are constantly evaluating our process and procedures to ensure not only meeting expectations but exceeding them as our mission statement indicates. From a state of the art facility to the most modern and customer friendly web-site in the market place we strive to be an industry leader as recognized by our industry peers and consumers.
Showroom Design and Layout
We have a functional bowling alley at the center of our brand new dealership that we use for customer promotions and charity events alike. We market and brand by both OEM and seasonal product needs. We display accessories both on and around major units via vehicle customization and the use of slate board for hanging displays. We have more than 15 monitors/TVs mounted strategically all over the store with both OEM streaming video and internal videos featuring information and sales material to keep our consumers informed.
Service after the sale is paramount to maintaining current customers and creating new ones who come to us after a negative experience with a competitor. Our service department was recently expanded to 16,000 sq. ft., our second addition to the department in three years. This was needed to accommodate our growing customer base and allow for tech efficiency to be at its highest while still producing quality "fixed right the first time" experiences. We have a Dynojet dyno in our service department in its own stand alone sound proof both that has windows facing our customer lounge so consumers can watch their bike being tuned. In addition, our entire service department has windows that allow all consumers to watch our highly trained techs at work. At this time we have eight technicians with two lifts per tech.
Training and Employee Motivation Practices
Most of our training is done on line with Dealership University or the OEM website based training courses. We treat our employees as owners of the company and include commission of some type in virtually all of our pay plans regardless of position. Each year an employee of the year from each department is selected by departmental managers and they and their spouse plus two guests of their choice are treated to a night on the town with our operations director at the restaurant of their choice. These are not cheap locations. The spending for the meal, drinks and entertainment is capped at $1,500 and we never fall short of spending it all!
Commitment to Customer Service
Customer service is pretty simple at Village Motorsports. If you cross their path, welcome them and offer assistance regardless of department or location of customer at the time. Everybody in the dealership is a Village customer with no departmental distinctions recognized or tolerated. When somebody requests assistance in locating any item or department location, we walk them to the location of their need. I have fired employees in the past who direct customers to a location with their finger or point and say "over that way" etc. Once contact is initiated with a customer, it our job to see through or personally get them to the employee who can.
Involvement in the Community