To focus on relationships, to exceed expectations, to never stop improving, TO BE THE BEST.
Showroom Design and Layout
We have a custom-designed showroom with all new prototype fixtures from Harley-Davidson. We are the first dealership to have the one-off fixtures designed by a collaboration of the architectural firm Shook/Kelly and Harley-Davidson. In 2007, Scott Maddux (our owner) was approached by Harley-Davidson to help out in a new store design. New theories were discussed and tried. All of the fixtures are custom designed by Shook/Kelley and built by JP Metals. These fixtures showcase the Harley-Davidson product in a different way than has ever been seen. Rustic wood and antiqued metals were combined to deliver a beautiful general merchandise floor.
Efficiency was also looked at in many ways to make the floor most profitable. Custom-designed stains for the concrete floors and 100-year-old maple floors combine for a great-looking store and a unique attitude. The motorcycle showroom has a great look and feel with open sight lines. The bike graphics on the walls are hand-painted. Several different design concepts were put together to make the motorcycles pop and retain all of their functionality. The motorcycle showroom holds more than 100 bikes to give customers a great selection.
We have a large and open service department with the best equipment and mechanical staff in the area. We have a Dynojet Trike Dyno to help with all of our performance systems and customer needs. The bays are laid out very cleanly and intelligently, aiming to make our technicians the most proficient that they can possibly be. We have a dedicated parts-to-service window that allows our technicians easy access to the parts and accessories they need for each job.
We pre-stage all parts and have kits ready to go when needed. Excellent lighting and a very clean atmosphere help our customer base feel secure with their motorcycles being worked on here. We also have a large viewing area where customers can see their technicians at work. Wildcat Harley-Davidson also offers service on Sundays so that the customer can get the help they need, when they need it.
Training and Employee Motivation Practices
We are strong believers in training at Wildcat Harley-Davidson. Each department comes up with new training ideas and we institute them throughout the year. Our MotorClothes department does two yearly training events, along with individual video training for each staff member. We strongly believe in secret shoppers and use this method to better our sales techniques. Our vehicle sales team does training several times a year to keep our sales team sharp. This includes role-playing and using our past experiences to better ourselves. We will bring in out-of-store trainers to help with motivation, also. Our parts and service department does individual video training, offsite training at H-D corporate, and we have a large training event in the winter to get everyone ready for the spring selling season.
We conduct three to four corporate meetings/dinners with our entire staff to go over our mission statement and to introduce any new employees to our family. This gives time for senior management to communicate and listen to employee ideas. We also give awards and recognize our top performers.
Commitment to Customer Service
We want you to have one of your Top 10 life experiences here at Wildcat Harley-Davidson. This comes through customer service. Wildcat Harley-Davidson focuses on providing the complete rider experience to anyone who comes to our dealership. We pride ourselves on making sure that every customer who walks through the door is welcomed into the Wildcat family.
The phenomenal customer service we deliver, one of the largest selections of motorcycles in the state, our Wildcat Custom Shop experts and our onsite events are just a few of the reasons why people drive hundreds of miles to see us. This experience is achieved through our belief of being here before, during and after the sale. It is our goal to make you a part of our family. We want you to talk about the great customer experience you had at Wildcat Harley-Davidson and tell everyone you see about it.
Recently, we had a new customer, David, come into the store looking for his dream motorcycle. He saved up his down payment and bought a new Ultra Limited -- one of Harley's larger motorcycles. We assisted this customer with the financing and customization of his dream bike. On his ride home, David realized this bike might be too large for him with his current medical issues. He called us up and we talked about his options. During this conversation we discussed that he really needed a trike instead of the motorcycle he had purchased. We traded the next day for a new trike. We were able to get this done and keep David's dignity and wallet intact. He rode away on the trike and had an incredible smile on his face. This is what customer service is about. We made his dream come true. Now he is talking about planning some great trips and experiencing the motorcycle lifestyle.
Involvement in the Community
Wildcat Harley-Davidson has a strong tie to the community. We do this through veterans programs, children's programs, and local community fundraisers. We are key sponsors in one of the largest festivals in the Kentucky area: The World Chicken Festival. This festival celebrates the area where Kentucky Fried Chicken got its start. The entire downtown area is shut down for a fair with rides, games, and events for all ages. Wildcat sponsored a fireworks show, "Light Up The Night In London," that costs over $25,000, It was a great success and received recognition from the community.
I believe our best example of community involvement came earlier this year when a large tornado destroyed an area of our community. Our staff and our local HOG chapter sprung into action. We immediately started collecting money, flashlights, and food to help out these people in need. We developed several programs and events to help out the area long term. We even started a furniture drive to collect furniture and kept it in a building for people to rebuild their lives once they found new housing. It was truly amazing to see what this great group of people with hearts of gold could do to help people in need. That was one of Wildcat's proudest moments. We finished up the fundraiser a few months later with free concerts, food, and toys for all in attendance.