Fox Shawmut Hills
Meeting the transportation needs and dreams of our community by hiring, developing, and retaining passionate and knowledgeable people who create a lifetime of remarkable experiences.
Showroom Design and Layout
There is around 10,000 sq. ft. of showroom and 10,000 sq. ft. for the Accessories department. This includes parts and service counters.
The parts department takes up around 6,000 sq. ft. with two floors, and also includes storage for the Accessories department's back up stock. The balance of the building is used for service and warehouse space.
Our Service Department consists of six service bays, each with multiple hoists, so our service techs can work on more than one job at a time -- double duty, so to speak. We also utilize an outside test tank for watercraft repair.
Training and Employee Motivation Practices
We have one of the most experienced staffs in the area. With 36 employees, we average around of 18 years employment at Fox Shawmut Hills. Some of the staff have more than 40 years in the business at our location alone! We send our staff to the manufacturer training classes whenever possible. The techs are Pro-rated Gold with all the manufacturers. We have weekly training with the F&I department. Each department has a weekly staff meeting to keep everyone up to speed on programs and goals that are in place.
Managers meet weekly to discuss performance and make adjustments accordingly to meet their goals. Once a month, we have an all-store meeting. This gives everyone a look at the previous month to let them know how each department is performing, and makes everyone feel like a team.
Commitment to Customer Service
Our philosophy here at Fox Shawmut Hills is to provide each customer with a remarkable experience. There are many ways to achieve this goal, first by listening to the customer and finding out exactly what their problem is or the maintenance needed on their vehicle. Once we have determined customer needs, we strive to exceed their expectations by getting the job done quickly and accurately the first time we work on it. This may require us to perform work while they wait or even pick up and deliver the vehicle. This work must be completed within the estimate that was discussed with the owner and any other repair needed must also be communicated to the customer.
Communication is a vital key for customer satisfaction in this business, we are proactive in keeping our customers informed. This builds customer confidence and relationships -- the better relationship you have with your customers, the more they will trust you and keep coming back for their service needs.
Involvement in the Community
We are part of a fairly large Automotive/Motorcycle dealer group. That said, each dealership has a committee (the Fox V.O.I.C.E -- Volunteer Organization Involving Community and Employees) which plans charity events within our state, county, and local community. In years past we have focused on different ways of reaching out to support the elderly, school children, cancer survivors, and others.
For the past two years, each dealership has hosted a Children's Christmas party for a local public school whose majority of population falls into the poverty level. The employees pick a child and buy a gift for them, and the students attend the party at the dealership, where many times, Santa is there to hand out the gifts. There's food, games, and lots of fun. We also offer other local charities donations from time to time, poker runs, track days and many other events to involve the community. This year, our focus is Veterans Groups. We have been raising money in a number of different ways within the whole organization, but our dealership is actively selling paper American flags, which is the seed money that goes toward a Car/Bike show, with all proceeds going a local Veteran's organization.
Our show (joined by other Fox dealerships) was in September, and raised over $13,000. We were also a major sponsor for "Bikers for Babies" with the March of Dimes. Philosophically speaking, we hope our employees share of themselves in any way they can, by supporting many different deserving groups, whether it's through work or at home, and with whatever means possible, i.e., monetarily, time, service, etc.