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[KentuckyHarleyDude]

As some of you know I am going to be moving soon to another state to run a Harley store. I will be making a deceision soon where. I would like to ask you guy's to give me YOUR 3 top reasons why you patronize the dealer that you do. I want to know what does it take other then PRICE to earn your loyalty? I believe in doing anything with in reason to take care of our customers so I would like to hear from you ... please be objective.

Thank you
Bama

[cuthbertss]

Dude:

Good luck with the new position....  
Things that make me want to deal with someone are more than price....If i feel disrespected, i will not spend my money someplace, period....
I have followed sales staff to a different shop because they treat me as a friend...
prompt and efficient service staff also plays a role...

all of it boils down to the same thing...  treat me right, and you will have a customer for life..... dont, and you might just create your own worst enemy.

hope this helps

[Road_Glider]

Here you go:

First and most important: I have to be made to feel important as a customer, not idolized or anything goofy just the normal things that are done to make a customer feel welcomed and important; things like greeting me by name when I visit the store, caring enough to know a little about me so you can shoot the bull with me about something related to me (nothing more than the typical good salesman techniques by caring enough to get to know something about the customer, his job or family or hobbies or what model bike he rides, stuff like that so when we talk while in the store you can ask me about my life or my scoot and I know you cared enough to know me.

Second, you must have knowledgeable and trained sales staff.

[Midnight Rider]

Service would be my number one thing...and I'm not just talking about the service dept,but overall service. When I go to the parts counter, I don't want to feel like I know more than the guy I'm talking to, and I want him to at least ACT like he wants to do his best to accomodate my needs.  That means knowing the products.  Regarding working on the bike...don't lie to me about when something is going to be ready and then it be a week later because some part that should be kept in stock, isn't. Overnight the part.  So what if it costs another 20 bucks?  You've just shown the customer that you are willing to go out of the way to make him/her happy and are dong your best to get him back on the road as quickly as possible.  And know the bike and available upgrades/fixes better than I do, and if you don't at least listen to what I'm saying, because you might learn something in the process and so will I.  If a person in the service department lies to me, tells me they did something and didn't, or tries to cover up a mistake and I find out about it, I'm going to be a LOT more upset than if they had just been honest in the first place.  Nobody expects perfection, but they do appreciate the EFFORT to be perfect.

Price is not really a big deal, other than I'm NOT going to pay more than MSRP for a bike...period.  Those days are over for HD.  Also, bump 10 or 20 percent off on accessories purchased with the bike, like pipes, A/C, Helmets, even a jacket or two...the customer will be back to spend more, if he/she feels like they've been given a break when spending 20K plus on a new bike.

People who are friendly to you when you walk in...when you go to a store and a few people say hello, hows the bike, been anywhere interesting/fun lately....that kind of stuff goes a long way in making someone feel good about being there and spending their money.  And it doesn't take much effort.

[KentuckyHarleyDude]

Price is not really a big deal, other than I'm NOT going to pay more than MSRP for a bike...period.

[Fired00d]

There are a lot of dealers that still don't sell at MSRP, but those that are will sell more bikes. Have more repeat customers and will make more profit in Motorclothes and Accessories (after all we all know that the markup on clothing and accessories is what 150 - 200 %?). IMO Why do you think you can get the same quality of clothes and accessories aftermarket and they be a lot less?

 [smiley=pumpkin.gif]
Ride Safe,
Fired00d
 [smiley=fireman.gif]

[KentuckyHarleyDude]

I worked for Rocket Harley in 2002 and 2003 and this is their theory. They know that they will only get so many new bikes for a particular year ..say 450

[Fired00d]

I worked for Rocket Harley in 2002 and 2003 and this is their theory. They know that they will only get so many new bikes for a particular year ..say 450

[fxdjerry]

1Treat me the same way after the sale as you did before.2 Work as hard for me as I had to work to get the money to pay you. If you can't achieve the first two goals number three would be to fake 1 and 2 well enough that I can't catch you at it.

Sure wish you had left price in the equation.

[Midnight Rider]

TC are they selling at MSRP in Bham? I can tell you those days are NOT over in Huntsville at Rocket Harley ... example 2007 SERK $34595.00 ...2007 FLHTCUI $24495.00 ... 2007 FLHXI $23495 ...

Bama

No, they wouldn't on the CUSE...in fact wanted 2K over, and later 3K over, so I took my business to Mobile Bay HD where I only had to pay a 500 dollar deposit, instead of 1K, normal prep and freight charges.  Drove down and picked her up in a trailer.  So, they lost that sale.  On the VROD, they had it marked up two months ago at 2K over MSRP, then marked it "down" to MSRP...I got it for a lot less than that, but they wanted to deal, and get rid of the 06's.

They take the same philosophy as Rocket,it sounds like.  Problem is, when I buy high dollar accessories, I order from out of state and get the 20%, where if they had done the right thing to begin with, I wouldn't mind paying a little more to give them the business out of loyalty.  They've got problems all over the place, but it's the only game in town...both dealers are owned by the same guy.  I've already had one negative experience with them on the VROD, and went to the new GM with it...got it straight, and I hope they make some changes, but I ain't holdin' my breath on that one.  

They get plenty of bikes, and charge unsuspecting buyers more than they should.  I shopped around all over the state and found 3 dealers willing to do MSRP on the CUSE...chose Mobile because the timing was right, plus got a good feeling from them talking on the phone...straight up, no BS.  That matters to me.

[bigdog257]

Bama, do you styill work at Rocket? They are owned by Naples HD. There attitude here for years has been just like that. The new General manager now is trying to mend fences and they are dealing. I still haven't bought a bike from them, but I'd consider it now.


Bigdog

[Gordon]

North Texas HD in Carrollton, Texas had an early bird sale yesterday from 8AM To 10 AM, 20% off parts and motor clothes and get this you could even order something not in the store and get 20% off.  You should have seen the check out lines.  The 07 bikes are selling like hotcakes at MSRP and they are getting bike deliveries twice a week.  No I don't work there, it is just that I have been going there for 10 years and I have never seen it so busy.

[UltraPolecat]

Now that is smart business.  Give back a little once in a while and make the customer feel appreciated.

When I come in to my home dealer, they welcome me by name and are always willing to answer even my most stupid questions.  The guys in service are great and step up to the plate if something doesn't work out.  No, they are not perfect but neither am I.  They call me after each service or work order and make sure everything is ok.

I get 15% off anything, anytime.  Could I find it cheaper?  Sure.  Do I buy anywhere else? NOPE.  So if I had to pick one thing, its being treated like I mean something to them.  I am lucky to have these guys just up the street.

[SOKOOLJ]

 First off, you all have said the important things that we love in a dealer. No need to restate it again here.
 But I will add this...I have received nothing short of the best in a dealership than at Chatahoochee HD. I purchased my '06 Road King via military sales, but by the way I was treated, you would have thought that I had been a life-long customer. The staff is top notch, professional, courtious and kind. They "know" thier customers, treat us like family and we support them in kind.
 I just purchased (for $MSRP) my '07 SERK a week ago and nothing has changed, we are still family. BTW, yesterday the GM squared me away with some "goodies" for selling the '06 RK that I traded in for the SERK.
 Anyway, just my two cents. Check'em out if in the AO.

Joe

[cigarmike]

Just Visit Bob Drons HD of Oakland Calif. for a quick lesson in how [highlight]NOT [/highlight]too run a dealership and expect happy customers.