| Author | Message | ||
     Nutsnbolt |
Dreaming...... HMMMM..... How about this, Court? I am originally from Portland, Oregon. When I wanted to test drive this bike that i was looking at before at the dealership, I had already gone home, himmed and hawed over it for a while, called them back and asked a few more questions and after a bit of talking, this guy was at MY DOORSTEP with the motorcycle to take it for a test drive in my neighborhood and areas that I was familiar with!! Not, the usually city street areas that accompanied the typical dealership in that area. Plus, the thing in portland was you never knew when it was going to rain. It was a good day and he just showed up with a helmet to fit me and gloves. That WAS and ALWAYS will be the GOLD standard that I still put dealerships up to, and I have lived in a lot of states because of the Marines, but I have also had a similar thing happen in California when we were looking at a new F150. Just part of Dreaming that you were talking of. As a side note, my brother, 2 months after that happened to me had that exact salesman bring him a bike at his work that he could test ride on his lunch break. Needless to say, that salesman sold us each a bike. Granted, this was 10 years ago, but, that's not the point. Asleep and Dreaming... Mark | ||
| Court |
Kim Ridley | ||
| Naustin |
OK - DREAMING> The Perfect Dealership... Every employee there rides a buell. They have two or three of every color of every current model on the show floor, plus a dozen or more used bikes. There are no harley models, people shopping for Harleys, or Harley Gear anywhere. (Though everyone likes Harley here- THis isn't the place for them.) They have as much merchandise and gear as any harley shop. They stock practically every part you'll ever need. The guy at the parts counter could assemble and disassemble your bike blindfolded, has the parts book memorized, and remembers your kid's birthday. The guys in the service department used to work at the buell factory on the assembly line and the Service Writer is on sabbatical from the engineering and design department. (They rotate in and out of the real world from time to time.) There are More than enough service bays and friendly technicians so that you never have to wait to get in for minor stuff, and major stuff takes a couple of days tops. The whole operation is wholly owned by BMC and they pay all the payroll. There are no salesmen. You pay a flat price to BMC for the bike. The sales advisers are salaried and merely help you through the process. | ||
| Wsplrll |
Court - As you can see we all have different interpretations of this subject. When you ask for a scenario of "What Great looks like?" Are you thinking on a global Factory thru the pipeline to the dealership level? Buell - the organization itself? Or more the Dealer or consumer distribution point perspective? Seems like the dealership is the most variable in the current configuration to the customer experience and the hardest to change and influence. I am trying to think in terms that are relevant to the discussion. | ||
| Court |
>>>As you can see we all have different interpretations of this subject. Right you are! . . imagine what Mike goes through every year trying to pare down thh colors we are going to see! I would like, subject to minor excursions, to keep focused on the dealership and customer service functions. I have my notes from 94-98 on what **I** think an innovative leader needs to, and can, look like. You guys are much more in touch and I want to gather thoughts. There are few companies where the end users have a chance, regardless of how indirectly, to weigh-in. Court P.S. - your "custom project" has taken over a department at Buell. You and I may have created a monster....we ran into one of the true PERFECTIONISTS. I'm betting you are going to be thrilled! | ||
| Reepicheep |
Two more steps Court, you almost had it. Go to my existing dealer website, and follow a link to that same Kiosk content, but branded with my local dealers customizations. Then be able to do that exact thing. Behind the scenes, I transported off the dealers site at the first click and I am on a secure centralized and PCI compliant ecommerce site, but I don't know that, because my local dealer branding is still all over the place. Be able to print out my result and carry that into my local dealer. And while I am at it, how about being able to print out *both* the service manual pages and the parts manual exploded diagram pages that relate to *the parts I just bought*. All, of course, updated with all the very latest revisions and information and service bullitins. People like me will still buy the full manual, others that just replace a belt themselves once in 40k miles of Buell ownership can just get the pages they need (but only after they bought the relevant parts). I was always happy to buy the service manual, but was always a little annoyed to have to buy the parts book... I really liked the exploded diagrams, but thought they should have also been in the service manual that I already paid for. It seemed silly that I had to drop another $30 just to make sure my dealer was ordering the right parts. I can think of other blue sky stuff, but those ideas would be real slam dunks and should be very easy to implement quickly. | ||
| Nutsnbolt |
The ultimate Buell experience... It starts with seeing a sign out in the front of the HD building that says Buell, you know.. like they sell Buell's there. Now, on a serious note... When looking at the bike of choice, I am not immediately redirected towards the Harley's in the building, and the sales staff actually seem like they want to outfit you on a Buell. Assess you and help place you on the bike that best fits you. Having the salesperson actually talk to me and listen to me enough to help direct me toward the right bike at the right price to actually accomadate me. The experience should be about ME. Sales is a tough job for some people. I think the hardest part about sales is confidence. Not confidence in speaking but confidence in the product you are selling. Once you know your product and can actually respect it and actually feel a form of excitement, well, selling just becomes a form of conversation. Looking at the video clips on the website listening to Erik describe the finer points of his Motorcycles had me SOLD to go out and get another! I mean, he's passionate about what he's talking about. Granted it's his name on it, but that doesn't matter. Did he actually build that bike? No. Did he actually craft that exhaust that he' holding onto? No. But he loves the ideas that are incorporated into his bikes. He loves the entire concept of why his bikes are so different and yet, so the way a bike should feel while tearing up the corners and city streets and the urban jungle. He makes you feel good about not knowing what you thought you knew about Buells just by listening to him explain it in just under a minute. That's sales. The other part to the best Buell experience I can think of... well, it involves having the sales staff and dealership seem like they are just as excited about Selling Buells. That doesn't mean you hide them in a corner, or somewhere obscure that says, "...oh yeah, we have those bikes here, too." But actually look like you are showcasing it. I recently walked into Northern Colorado Ducati/BMW and you know what I noticed? It's a pretty big building. But other than that, intermixed with their bikes of Ducati on one side and BMW on the other were actual merchandise and accessories for these bikes right there at your fingertips. Next to Black bikes were black shirts, and black headers. Red bikes had some chrome by it. The layout was amazing. Now, this place sells more BMW than Ducati, but you wouldn't guess it by walking in there. Talk about big ticket items. These are expensive. I go in there just to see the place sometimes. That means that dealership wowed me. They got me to go in and look at their stuff and I can visualize that place in my sleep. I can tell you what bikes are where, for the most part. They also wowed me so much that I keep going back every time I'm in Loveland. I went in there to get valve stem colors in Yellow for my Ducati and in seconds they busted em out for me. That was my first time ever in there, and I have been coming back ever since. Even when I moved, I called them and satisfaction every time. They succeeded in their mission to be recognizable. All the tools are there with Buell, I just don't think they are being used properly. It has a FEEL like they just gave up and let Harley do what they assumed was going to be successful. Well, that hasn't happened in my opinion. Since I have owned a Buell, I can't remember seeing one commercial about one. EVER. Now, they must be out there I assume, but they are either not working like they should in the wow factor or they just aren't being shown. I don't know if BMC is responsible for that, or HD but regardless, I believe in my heart that Buell wants to accomplish 2 major goals. Keep it's current customer base and secondly, expand it's customer base to others who maybe didn't know they were looking for a Buell until they were prompted to actually give it a shot. I have a tendency to make these long, so I will stop here and regroup and try to hone it down to customer service later. Mark | ||
| Wsplrll |
One thing that would be huge for me is to be able to have the availability of Buell accessories and apparel. I want a t-shirt or hat? It would be nice to be able to buy something without seeing if any of the sponsors has anything - or going on E-Bay to look for stuff. Much of the stuff from Vanson that is listed on the web is not even available from the sponsors. We are all willing to wear the colors and proclaim our loyalty to the brand and it is like pulling teeth to get the swag. So - what other brands have THAT situation? I know that if it was available on line or off the Buell website then the dealers would not have a chance to sell it - but I don't know how much stuff I have bought off the dealer discount rack since they are trying to get rid of the stuff. I understand that - if they sold it they would stock it. Any other brand's gear is available from any number of sources. | ||
| Diablobrian |
I like the kiosk idea Court, but... how about having it web based and having the option of having the part shipped to your dealer (at a lower cost) Or shipped direct to your house (premium price for a premium service, with options to allow you to dictate how soon you need it) It would be great to have the parts books available on-line with current version numbers so that the owner can have the correct and current part number for their dealer, or to make the order themselves. (Even without the on-line ordering having the updated part numbers available on-line would be a very good idea.) Great would be a clothing and gear manufacturer that can keep up with demand (looking at Vanson) without multi-week waits. Great would be entering a dealership co-op with a shop that specializes in riding gear (cycle-gear comes to mind) so you can have one stop shopping for all of your needs even -gasp- a range of choices in full face helmets! Not to mention Jackets, gloves and boots aimed at the kind of riding we do. That would be........  Great. While we do need enthusiasm about the brand, and a solid knowledge about the different models we cannot expect the shop personnel to know more about Buells and the history of the man and the company than all of the members of this board put together. That is completely unrealistic. We need enthusiasm, loyalty (to Buell, not necessarily H-D) and a willingness to learn. We can work with that  | ||
| Wsplrll |
The fact that so many motorcyclists out there ask me what kind of bike I have or ask me about a Buell tells me that there is more potential interest. I guess the million dollar question is how to generate that interest and sell more bikes. Nutsnbolts described dealership that you might go to just to look at bikes. I do that with the Ducati dealer near work. Just to hang out and look at the bikes and clear my head during the day. I went to the grand opening of the new LL Bean store near me this weekend and it is an example of what you could describe as "destination" retail. You can go there for the experience and that translates to sales. If the HD dealer has 3 bikes and one rack with a few t-shirts you can't do that ( at least this website makes up for some of that ! ) | ||
| Court |
Simple sidebar, but I'd kinda dig the idea of being able to order "quik-shirts" at the kiosk. I'd expect the dealer to stock stuff, but I WANT IT ALL. In this day and age how cool would it be if the dealer didn't have to stock lots more shirts (or _________ whatever) they they expected to sell but you could get anything in 48 hours. Heck, I'd even have it so you could get it with the dealer imprint on the back. I know a way you could order ANY shirt or hat and have the shirt, with APPLETON or LIBERTY on the back, arrive in short order. It's a new world kids. | ||
| Court |
By the way . . I am ALL OVER the idea of an "up-to-the-minute" repository of parts catalogs. I have what may be the world's largest private collection of manuals and there are times I wish I had cumulative updates. The electronic thing is good for everyone involved. | ||
| Nutsnbolt |
I guess the point I was trying to make was making your dealership recognizable and rememberable. Yea, you want to go back. And when you keep coming back you start to build up a TRUST. Trust by getting to know the staff, know the product, sometimes just doing your own leg work. Before you know it, the bikes start to sell themselves. What a concept. | ||
| Chadhargis |
" I live 6 miles from the former Service Merchandise headquarters" I worked in that building for 4 years. Service failed due to a number of factors, but we had a killer logistics system. We were set up for the Web before the web existed. I'm very happy with my Buell. I don't like driving an hour to my closest dealer when the metro Nashville area has nearly 1.5 million people, but no Buell dealership. Marketing these bike is the key. They get such a bad rap because of the tie to Harley. In fact, I've heard people say they loved Buells, but would never buy one because the money would go to the HD coffers. Sad... | ||
| Naustin |
THis thread isn't supposed to be about marketing. Its about customer Service. A kiosk is a DIY, mail-order solution to a Dealership's accessories dept. payroll and inventory problems. Its the opposite of Customer Service. Customer service is when you Do-It-For-Me, and I pay you to save me the time and hassle of Doing it Myself. Customer Service is giving me immediate satisfaction. Customer Service is having what I want and need, RIGHT NOW, and in exchange, I give you my money. Giving me the ability to order a wider range of accessories and have them delivered in 48 hours. That's wonderful. But, that's not customer service. That's mail order retail. And Buell sucks at it. Improving that just starts meet my minimum expectations of any retail business. Waiting 48 hours for something I bought online is not Service, that's just business as usual. I had items shipped faster than that from eBay... Improving customer service should not mean more DIY options. What can Buell DO FOR ME? (Message edited by naustin on November 02, 2006) | ||
| Nutsnbolt |
No one is saying that the Kiosk is the end all be all of parts ordering. It's just another option. This is a society where options are a staple in order to survive. Customer Service is about providing service to ALL Customers. Not everyone wants to deal with the parts guy. This is a different world we live in. Everything is fast, fast, fast! Now, now, now. You want to be able to get your mochachino decaf 1/2 caf, while texting your brother about last nights game you saw on your blackberry using ESPN's new phone while downloading your latest emails on the way to your self parallel parking lexus while using the remote start to warm it up before you get there while listening to your mp3's on your new ESPN phone that downloads new tunes from itunes all before you get to the next stop light on your way to work. I think that Court is on the right direction. Is it scripture? NO. It's an idea to build upon. Take for instance the machine you are using to type this thread. If you were always content, you'd still be using your IBM typing on dos. We expect the best possible solutions any time we need a problem fixed. That's our culture. Like it or leave it. Mark | ||
| Reepicheep |
If 80% of the opportunities for my dealer to screw something up are removed, and 80% of the opportunities for *me* to screw somehthing up are removed, then customer service will be *great*. | ||
| Ft_bstrd |
If you take a page from the HD planbook (yes shudder everyone), one of the things that the HD dealerships do is brand their stuff like a "biker gang" might wear their gangs colors. Now I'm not saying that we should become Buell Crips or Bloods, but what I am saying is that dealerships are places we go, get what crap we need, and get the hell out of. The parts, sales, and management see that as well. It isn't our fault, but we've been treated as red headed step children so long, we act like it. I was in management for Abercrombie and Fitch. It is very much a destination retailer. You are encouraged to "hang out". Have you been to a Honda/Yamaha/Suzuki dealership lately? They are "hang out" spots. There is actual food at them sometimes. I'm not saying that we fly our "colors", but it would be nice if there was some bond between Buell riders and the dealership. | ||
| Nutsnbolt |
This is just too creepy. I was sitting here watching "the office" and without going into detail, it hit me.... We have the internet to go to to hang out and be with our fellow Buellers, taking over and taking no prisoners. Listen, one of the principles in the bad web is that you don't have to be a bueller, we accept all bikers. But, let's face it... We are mostly made up of Buell junkies. This is Harley in carnate. So, why don't we just take action where it needs to be taken. I believe Ft_'s got it a little more pegged better than I was about to explain it, but yes... Get together at these places, crowd in, crowd up, and make ourselves noticed. He's right, I'm in and out and on my way when I go to HD. Why? You know, i spend more time at "Back Roads Triumph" ( a local dealer here ) more than I do HD and they don't sell or get Buells. But, they are also outsiders. They are Guzzi guys, MZ, Triumph and just basic gear heads who love to ride. What a concept. But, why aren't we hanging where we come from. Easy answer, cause, we are usually out riding, not sitting around B.S.ing at a dealership. But, just making your presence more well known, you become exactly that.... MORE WELL KNOWN, more accepted and eventually tolerated. Anyways, what a great idea Ft_bstrd!!!! Mark | ||
| Cochise |
At our new dealership, they have a lounge with a Pool Table, Soda Machine, and a juke box. They even have a window to the service shop so you can watch them work. I like to go there and see how many trips I can make around the entire dealership before anybody says hi to me. I think my record is 200 laps, but that record is ongoing. Seriously, I have been there about 5-6 times, walked by the front desk, walked in front of a salesman a couple times and have never even been smiled, or looked at or said "hi" to, oh, except for a customer. Yeah, some dealerships need training. | ||
| Ft_bstrd |
Do you think it could be your pink leathers? | ||
| Daves |
That is why all of our BRAG(oops, no more BRAG), our multi brand non official sportbike rides start at the dealership. The look on some of our customers faces when they see a line up of Buells and other brand sportbikes all getting ready to go on a ride together is great? | ||
| Flynuly |
WHAT A GREAT THREAD!! Customer service to me is having what I want and making me feel comfortable going there to get it. Hell make me come in when I don't need anything. I've been riding HD's forever. GASP..I still do and don't plan on stopping. Test rode a Buell sometime ago but the Ulysses is what "I" wanted in a MC so I went out found one and then bought it as a second bike, do I need it...hell no I "WANTED IT". For the HD/Buell relationship to continue to grow IMO Buell riders must be made to feel more wanted in a HD dealership or any dealership for that matter. Successful "to me the customer" HD/BUELL dealers have at least one BUELL person in each department that talk the talk and walk the walk. This is what Buell needs to promote to integrate into the Black leather/t-shirt world at current HD dealerships. I have known the parts guy, service manager, dealership manager, sales guy for years. So can't comment on whether they would talk to me or not if I came in wearing a full face helmet and full riding suit but I bet they would. I do ride for 1 1/2 hrs past three HD/Buell dealerships to get there and one is owned by the same person. To me it is a total package, some have it and some don't. I'm a mechanic for a living and love the idea of on-line parts manual...hell even sell me the CD/DVD with automatic updates available at reduced cost and then let me order parts at a savings factory direct.-IMO this is customer service. DAVES is selling parts and providing great customer service. BUELL SHOULD MARKET this way of doing business and expand upon it. Thanks Court for your time. Tim Isaacs--motorcycle rider | ||
| Toona |
On the kiosk idea listed above: Why can't something like the Circuit City website idea of "buy it" online and pick it up at the store be incorporated with the Buell website? If the part isn't in stock, let me know thru the "online kiosk" when ordering and email when it is in, before I drive the 100 miles (one way) to my closest dealer to find out whether they have it or not. | ||
| Ft_bstrd |
How about a version of this from Buell. It's probably already been suggested, but: http://powersports.honda.com/motorcycles/cruiser_s tandard/vtx_group.asp?ModelName=VTX1800&ModelYear= 2007&ModelId=VTX18C17 Pick your front end (Firebolt, Touring, Lightning). Pick your suspension (Standard, Low, or Long Travel Touring) Pick your tail (R, S, or Touring) Pick your body color (How many color combinations could we create?) Pick your wheel color (Use your imagination!) Pick your seat configuration (Standard, Low) Pick your engine (9, 12, or performance package) Pick your ECM (Race or Standard) Pick your header tone (Standard or Jet Hot) Pick your accessories (Grip heaters, battery tender port, heated vest connector (with thermostat), Rizoma Mirrors, Recent GPS, Ram Mounts, etc., hard luggage, soft luggage) How many combinations could I create? How cool would it be to have a bike that is one of only 32 ever made? What would the resale value be on that bike? Again, sorry if this is rehash, but sometimes my idea curve appears to have been hit in the head by a hammer. | ||
| Diablobrian |
I like it F_B! you're on a roll. | ||
| Samiam |
Ft_Bstrd, Brilliant! I hope Buell execs are listening! Sam | ||
| Ft_bstrd |
Imagine a XB12SScg with luggage. Nice long, low slung, high fuel capacity sport tourer for short folks. How about color matched luggage as well? Imagine a XB12RX. All the aggressive sport bike look and feel but sized for folks over 6 feet tall. Imagine complete conversion kits to allow post purchase conversions. You want to convert from an XB12R to an XB12Scg? Buy: Suspension Conversion kit X47293-RLM1 Front Faring Conversion Kit X99421-LZN4 Tail Conversion Kit X55122-NKP6 All color matched with instructions, hardware, and dealer support (if you're not inclined to do it yourself). | ||
| Thespive |
Ever seen Scion in person? I have said it before, but why doesn't Buell the business model for Toyota's Scion, where the Scion dealership is within a Toyota dealership, but is its own space entirely? Newer Scion dealerships even have seperate entrances in to the Scion store even though it physically is located in the same building as the Toyota dealership. They have Scion model seperate, with a seperate sales staff, etc. It is no stretch of the imagination to see this working for Buell within a Harley dealership. Read this: http://www.autofan.com/newsdetail.asp? id=1286&mn=5&yr=2004 "The Dealer and Process Although the dealer represents credibility for the brand and the sales process, Scion's target market made it clear that they want a different relationship with the salesperson. Target buyers point to timeliness, simplicity and comfort level as the three essentials in a sales experience. "We looked at the traditional process, talked with younger buyers and identified improvements to three key processes - information-gathering, inventory management and the retail experience," explained Farley. Scion.com and the dealership showroom let customers explore at their leisure and learn about the brand at their own pace. Scion inventory management utilizes a pull philosophy rather than the traditional push method. By using a pooled inventory approach, dealers will be able to get the car they need, at the right time. When combined with the ability to accessorize vehicles at the dealership, this customer-driven approach helps ensure that the right car is matched to the right customer. Research showed that although Gen Y wants a more timely transaction, most are willing to wait about a week for their custom-built car. Each Scion dealer underwent extensive training to learn more about this unique target audience and how to provide a sales process tailored to their needs. In addition to the normal two-day off-site product training, each dealership participated in six days of customized, in-dealership education. The Scion Covenant, key standards that focus on improving the customer experience through sales and marketing, and image and facilities, was introduced across all dealerships, with applications customized for each retailer's specific circumstance. The Dealer Showroom The Scion dealership environment caters to buyers who want the resources to answer their questions, but who also need the freedom to explore at their own pace. The Scion showroom accomplishes this through three key areas, each with a specific focus: · The product area includes highlights of the vehicles' features on 50-inch plasma screens, several accessory display cases, freestanding paint and fabric selector stands and, in many showrooms, a Scion vehicle customized with accessories. · The discovery zone is supported by self-service Internet kiosks and printer stands, where users can log onto the Scion Web site, simulate customization of their chosen vehicle, including installation of the approximately 40 accessories, and then save or print out the data for reference. This streamlines the purchase process and facilitates a more personalized shopping experience. · Finally, the consultation space involves a certified Scion sales staff that will offer assistance and guidance for shoppers who have any additional questions. About 65 percent of Scion dealers installed the showroom within their current dealership. The rest either expanded their showroom or have a separate facility. "Scion is more than just product. We believe that by reflecting the buyers' expectations for consistency between Scion.com and the dealership, and ensuring transparency and time efficiency, we will make an emotional connection at the dealership," continued Farley. "This connection translates into a lifetime advocacy for our retailers and for us as a manufacturer." The Pure Price Solution The Scion "Pure Price" solution is a way to meet the buyers' desire for consistency and transparency. It means that the dealership's advertised price equals the actual transaction price. This principle should apply to accessories, finance and insurance. This "Pure Price" is supported by base Manufacturer's Suggested Retail Prices (MSRP), without freight, of $12,480 for xA, $13,680 for xB, and $15,950 for tC. The xA, xB, and tC equipped with automatic transmissions, are $13,280, $14,480, and $16,750, respectively. These prices acknowledge the Scion target's budget while giving them an unprecedented level of value. The Scion business model has produced a win-win situation for both buyer and dealer. Scion's pure-price philosophy has given Scion tremendous credibility with an extremely suspicious consumer. Dealer profitability remains strong due to the additional profit potential from accessorization. Port pooling of dealer stock and port installation of accessories have made delivery of a custom-ordered vehicle quicker and easier, while keeping dealer inventory at minimal levels. The speed and ease of the process is further enhanced by a buyer who has typically already "built" and priced-out his/her new Scion online before ever stepping foot in the dealership." And this... http://www.autoweek.com/apps/pbcs.dll/article?AID= /20061026/FREE/61026003/1024/LATESTNEWS http://people.smu.edu/npetranc/dealership.html And to go with the kiosk idea... http://www.leftlanenews.com/2006/05/02/scion-annou nces-optomize-customization-program/ To me this is exactly how you get a new, younger audience in to the brand... --Sean (Message edited by thespive on November 04, 2006) | ||
| Tunes |
Sales - When I walk into HD/Buell dealerships, the ladies who work the counter frequently greet me with a "Hello, welcome to HD/Buell XXX." Good start. If I go straight to the Buells, I'm alone. If I stroll over to the HD's I usually, but not always, attract a salesman. If they're still with me when I slide over to the Buells, I lose 'em. They usually just fade away but sometimes, just blurt out, "I don't know nuthin' 'bout Buells. Why would ya want one anyway?" Doy!?!? Since HD & Buell owners have different mind-sets, separate the products. It's true, they are different riding experiences. Employ people who actually know something about the Buell they are selling and actually LIKE the product! It seems that the majority of salesmen who consistently and successfully sell Buells are 1. A Buell owner 2. A Buell & HD owner. When I bought my XB, the pretty HD lady didn't know diddly about the bike. A young man interested in the same model started asking questions, which I answered. He and the sales lady listened to my schpeel. He tried to buy the bike from me. I have lost count how many times a customer will ask me questions about a Buell and then tell me, "Yes, your sales pitch has me hooked. Lets go to your office and seal the deal." Then the look of shock when I tell them I don't work there... i.e. Employ salesmen who want to be in the Buell business. More about Sales - Most of the HD/Buell dealerships intermingle the Buell's with the HD's. Ya, they line 'em up together, but they don't create a separate area, atmosphere, I dunno, it's own identity. To me, it doesn't matter that Buell's are sold within the same building as HD's, but they should have their own separate, permanent part of the floor/building and separate staff. Even a separate entrance that has a Buell (only) sign above it. I have seen picture of Daves dealership and their Buell display/area. Lest we not forget Daves professionalism and enthusiasm for Buells. Small wonder why they keep winning awards. Are we not special riders on unique motorcycles? Well then, treat us special. Service - To me, this is simple. Hire, train, and PAY good Buell mechanics and your service issues will disappear. I know several ace wrenches who used to work on bikes at dealers but, because of the pay, they changed careers. Now they wrench at home. Serious wrenching, like some of the people on this site. Pay the people who CARE about Buell's and their customers... i.e. Employ servicemen who want to be in the Buell business. |
