The Wilkins Harley-Davidson mission is to show each and every customer an exceptional customer service experience.
Showroom Design and Layout
The glass double doors open to the showroom where motorcycles are displayed. The Parts Department has rounders and wall hangers, and general merchandise has the entire back corner of the dealership.
But more important than how our showroom is laid out now, is how it will be laid out in just a few short months. We are about to begin major renovations to our dealership to show that we are willing to invest in our customers. They deserve a top-notch dealership in every aspect, not just from a customer service standpoint. They deserve to have a facility that reflects the quality and professionalism they can expect from Wilkins Harley-Davidson.
We have plans to blow out the current facade of our building and replace it with a window-to-window facade that displays our inventory -- even to those driving by. Everyone will be able to see the motorcycles in our showroom from the outside of the building.
Inside, we are renovating the offices so there will be no cubicle walls, while still offering complete privacy for any customer working with a salesperson. We are also sectioning everything off, so more offices are available for staff.
Parts and motorclothes associates will have easier access to customers as well as more ability to move around freely without being constrained behind a countertop. All of the latest Harley-Davidson fixtures will be mounted throughout the dealership to display the parts and clothing.
Walls and floors are also going to be redone, leaving the entire dealership fresh, modern, and with a whole new look and feel.
Our Service Department has been the No. 1 ranked Service Department by the Harley-Davidson Motor Company for over a decade. We currently staff four technicians that are all Harley-Davidson trained and certified. The technicians are constantly challenged to learn more and attend as many Harley-Davidson training classes as possible.
To handle the majority of the customer service interactions and scheduling, we have a Service Manager and an Assistant Service Manager. Again, our Service Managers attend as many customer service training classes as possible. They have a counter in front of and separate from the service tech bay area. Their counter is the first thing customers see when they enter the service door. Because they are separate from the techs' service bay, but at the door entrance, they can easily interface between customers and the technicians. They can also easily have a technican come out to speak with a customer when the need arises.
Training and Employee Motivation Practices
All of our staff members are trained by utilizing the Harley-Davidson online modules, as well as sometimes participating in live training by Harley-Davidson and other top-quality professionals. We also provide training in-house.
By properly training our staff and arming them with the best and latest education, they are free to help our customers with confidence. Then can then also speak with the knowledge that gives our customers confidence in what we say.
Commitment to Customer Service
Our customer service philosophy is simple: Give each and every person who walks through our door a spectacular customer service experience with no discrimination. Whether or not someone is interested in buying a bike has no bearing on how you are treated in our dealership.
A great example would be a gentleman who came in one day looking for hats and beanies. His name was Chris, and he wasn't interested in buying something for himself. Rather, he was the caretaker for a young man with Down syndrome and was interested in getting the hat for him. He explained his situation, picked out a beanie hat, and said he would be back later with his friend and would purchase it at that time.
After Chris left, our staff had the hat gift-wrapped and set aside, at no cost to him. The look on Chris' face when he brought his friend back and the present was waiting for him just can't be described. And that's exactly how we want all of our customers to feel at our dealership.
Involvement in the Community
Wilkins Harley-Davidson is committed to supporting charities and the local community. Beside providing donations for various organizations, we also sponsor events to raise money for charities.
This past year, we sponsored an annual event called "Cop on Top." For this event, Montpelier Police Chief Tony Facos and Washington County Sheriff Sam Hill, both ascend atop our dealership roof to spend 24 hours on the roof to raise money for Vermont Special Olympics. The next day, when they descend, we donate food for a burger buffet to raise additional money. This year we proudly raised nearly $7,000, with a huge help from local business donations for the Vermont Special Olympics.
Another upcoming event we are sponsoring is an MDA Zombie ride. During this ride, we are having professional make up artists turn riders into Zombies and then going for an hour ride in the area. We are asking a $10 donation per rider, with 100 percent of the proceeds going to the Muscular Dystrophy Association. We are hoping to help MDA by doing something a little out of the ordinary!