I am the workshop manager for one of the largest dealerships in NZ

[ServiceMan]

It doesnt matter which shop or which city.

I would love to hear what you guys, the customers, want when they visit a dealership for servicing or repairs.

What do you like?
What do you hate?
What would keep you coming back?
What would make you never visit again?

Dont hold back, let me hear it...

ServiceMan

[dipshit]

Jesus fucking Christ on a pony!

:brick:

[bluebird]

I like a loan bike, reasonable rates and friendly service. I hate being ripped off and being lied to. What keeps me coming back is excellent service, this includes the personal touch that I currently enjoy. Being lied to and being ripped off will send me away for ever. I have been lied to several times in the past and I would not even buy a sparkplug from those guys now.

[bluebird]

Jesus fucking Christ on a pony!

:brick:

Jesus rides an M109R

[Blew]

Are you going for the record for page numbers or just like reading.

[spacemonkey]

Well for what to do to make me not ever want to return try doing this........
http://www.kiwibiker.co.nz/forums/showthread.php/120625-Gotta-wonder-about-some-shops-organisational-skills
The sales muppet never did ring be back either.

This same shop has also mucked me around and wasted my time previously with bikes advertised on Trademe, ring them about a bike for sale on Trademe and they say sure just swing on by to have a look and testride, I get there and find the bike is not available to view!!!!!
Give the salesman my number to call when its back in..... A week goes by and I haven't heard anything so I give them another call, guy on the phone says Yes it is here so I say can I come over at 11am tomorrow to have a test ride. "Sure thing" sez mr Muppet! The next morning I turn up at 11 and Mr muppet after 15min of flaffing around tells me "Oh sorry the workshop manager has just loaned the bike out for the rest of the week to a workshop sustomer".

Nope not really interested in ever returning to that shop.... If they are the only local dealer of a brand I want to get a bike from (eg BMW or Moto Morini), I'll be buying from another town.

[firefighter]

The bigger the selection = good.
An easy to use functional website with IN STOCK ITEMS ON THE SITE = good.
Good prices (obvious/just keep it at least the same as all the other shops)
Good parking and location
Decent moving room around the shop (not a poky little shop)
Good specials
Remember your regular customers/give them discounts, and have the staff check that they're on a loyalty programme.

Websites advertising shit that is'nt at that price nor in stock = bad (like Motorcyclegear.co.nz/do'nt shop with them they're bad news and dodgy)
Cocky arrogant little boys who are supposed to help me but make me feel uncomfortable and like I should "buy and leave!" = Bad.

[Milts]

Try searching before posting perhaps.

You may find this thread helpful.

http://www.kiwibiker.co.nz/forums/showthread.php/121688-The-chance-of-a-lifetime-You-are-asked-to-start-a-bike-shop.-How-should-it-be-done?p=1129713273

[mashman]

The workshop to do the job... to treat my bike as if it were their own, keep me informed and tell the truth when parts are unavailable, not just the "can't get the part, it's on back order"... just get the bloody stuff...

[merv]

We did a whole thread on this before, and my wants are quite simple, and it mainly relates to parts and sales - only two things really:

1. At least open some late nights so us office workers can find time to drop in and have enough stuff in stock to make it worthwhile dropping in.

2. If I ring (especially the parts guy) and you tell me to email the details, and I do that, I want a reply. Two months later and another hurry up and TSS in the Hutt have never bothered getting back to me.

[pzkpfw]

Give me advice without making me feel stupid (even if I am stupid). Advice is one of your advantages over internet shops. (Yes, I know you are the Workshop manager).

Be friendly.

(The rest is the really obvious stuff like range, prices, backup, quality ...)

One morning I was dropping off my bike for new tyres. As I walked in the door I met one of the staff coming out. I tried to ask if my bike was parked in an OK place, and he just grumpily pointed to the counter and made some sarcastic "go there for help" kind of comment. I don't care if he really really needed his first coffee - that shop is now bottom of my list of choices.

[Fatt Max]

I'm easily pleased, only three things really.......

1. Have the bike done when you say it will be done
2. At least call me if it is going to be late, and
3. The Sweedish Ladies Beach Volleyball Team, in the nude, serving pies to all customers

How fucking hard is that, eh.......

[Blew]

Try searching before posting perhaps.

You may find this thread helpful.

http://www.kiwibiker.co.nz/forums/showthread.php/121688-The-chance-of-a-lifetime-You-are-asked-to-start-a-bike-shop.-How-should-it-be-done?p=1129713273

That was make believe, I think this Lady wants facts with no Fiction.

[AllanB]

Helpful staff.

[Fatt Max]

Helpful staff.

Oh I say, great pic.....shame my left hand is in a splint.......oh I say..........

[Maha]

Jesus fucking Christ on a pony!

:brick:

Aren't they the same person?

[Fatt Max]

Aren't they the same person?

Lol, laugh of the day that, just spat me tea out all over the fecking keyboard.......

[Hiflyer]

Give me a discount here and there if I keep coming back, maybe remember my name and do the job well and that's all I'd want. Oh and a loan bike if I need one.

[Gremlin]

Ok... I'll bite and log in specially for this. If it helps shops, why not... so far the posts mostly haven't been very helpful. (edit, took me so long to finish, more helpful posts had been done).

Bear in mind, I have basically two dealerships I use. A honda dealership for my Hornet and a KTM dealer for my KTM. I don't play off dealers against each other, and value long term relationships with my dealers.

So, I like having a relationship. It goes both ways. The shop squeezes the odd job in when necessary, they get all relevant business no questions asked, and also know who has been working on the bike (ie... them) and I try to let them know whats a priority job, what can be shuffled for their other priority jobs etc. I know the mechanics, they know the bike, and basically, they do whatever is necessary to keep the bike in top condition. Any surprises, ideally they ask before hand. I also like being told when things are done, bike is ready to be picked up, I've noticed many shops fail to do that, and you have to waste everyone's time, just to be told yep, been ready for a few hours. Loaners are also a given... gotta get away from the shop somehow. Doesn't have to be anything flash, as I have other bikes, and its usually just used to get to it (unless its a good bike, then I'll take the opportunity to learn it, with the possibility of recommending it to people). I generally don't quibble on the bill as they look after me, and I'm on whatever discount scheme (mind you, each shop gets thousands a year - so not too surprising).

What do I hate? Being jerked around basically. Telling me one thing, doing something else. Telling me it will be ready then, then it isn't. Back to relationship with shop, mine don't do that to me, know I'm reasonable with time it takes to do a service etc.

The biggest thing that often manufacturers and dealers don't realise... I will not buy a brand/model of bike if there isn't a decent dealer to look after it that I trust. I know others who believe the same, and have sold bikes and shifted to something else as the dealer could not be trusted. Currently, I have no problems buying a KTM or Honda (hence why I have them) because the dealers who look after them are fantastic (and they know it because I tell them so).

Dealers to me are not just a place to buy a bike and not see again for a couple of years. Both bikes are being serviced several times a year - usually about 3-5 times, plus all the other bits of work, tyres etc. I'm normally visiting (odd... sometimes they call it perstering? :D) either shop at least once a month, discussing work, problems, accessories or whatever.

[sidecar bob]

I have run my own automotive repair business for about 15 years & id say the best advice i can give is to "Do what you said you were going to do, when you said you were going to do it".
Also, Communicate the problem & required fix to the client, covering all repair options & the benifits & pitfalls of each, for example, new parts vs used & the costs involved, dont be afraid to over explain things, nobody will complain about that. Use sample parts or pictures from the service manual to make yourself understood as to why things needs to be done.
Stick to quote, and inform at the earliest possibility as to how much it will go over quote if its going to, & exactly why.
Spend sufficent time with the client to make them feel fully involved & part of the repair process every step of the way.

[NONONO]

I remember...long long ago...taking my old Goldie into Spectrum Motorcycles for another service, only to be told to bugger off after they had checked it over. No cost, no superfluous parts, just a gentle reminder to stick to the service intervals and not try and make them rich with unnecessary work.
Always had time for my stupid questions, never too busy to listen.
That's the kind of service I come back for.

[bogan]

I have run my own automotive repair business for about 15 years & id say the best advice i can give is to "Do what you said you were going to do, when you said you were going to do it".
Also, Communicate the problem & required fix to the client, covering all repair options & the benifits & pitfalls of each, for example, new parts vs used & the costs involved, dont be afraid to over explain things, nobody will complain about that. Use sample parts or pictures from the service manual to make yourself understood as to why things needs to be done.
Stick to quote, and inform at the earliest possibility as to how much it will go over quote if its going to, & exactly why.
Spend sufficent time with the client to make them feel fully involved & part of the repair process every step of the way.

good advice for any buisness, though I would be sure you can do what you say you will.

[Rogue Rider]

Jesus rides an M109R


Jesus would ride a Triumph, he would be gallant and righteous riding a Triumph fueled with fire not rice lol.... 2 corr 2:14? lol.:Punk:


With regards to the mechanical service issue,

I like dealing with people I trust. This usually means I get to know them a bit, and they know and value me. I'm not a customer, I'm a fellow biker..
I don't like surprises, I like my bike work completed fully as agreed for the price suggested. No frilly extra un-necessary charges.
I like all the bolts and parts fiddled with checked and double checked, by senior mechanic. I like the right bolts put in the right places, to the right tension. (surprisingly I have picked up my bike from places and found bolts only finger tight, including handlebars.
I like easy payment terms, being able to pay things off is huge, especially when costs are high.
I like being able to get free advice, and being shown things I don't understand.


I use Warkworth Motorcycles for all my work. They are a small dealership, but have a very knowledgeable team there. They work on all my bikes and do a tremendous job. They have what I call good old fashioned service, which goes a long way in my book. I have an account and can get all my gears there. Most places are poohs and offer no payment terms. Sometimes you need some time to pay for things.........

[dipshit]

Jesus would ride a Triumph, he would be gallant and righteous riding a Triumph fueled with fire not rice lol.... 2 corr 2:14? lol.:Punk:..


It was Moses that road across the desert in triumph.

[Smifffy]

My cage mechanic sends me txts when he has my car. We both find that very convenient.

I like service Dept managers that ask their customers what they like, and deliver it, rather than an internet forum that can't even agree on what motorcycle Jesus rides.

[Smifffy]

Double post FTW!

[sidecar bob]

The money lending industry is a completely different field to vehicle repairs, I wouldnt choose a bank based on their ability to fix my motorcycle, & neither should a repairer be chosen on their ability to lend money.


I like easy payment terms, being able to pay things off is huge, especially when costs are high.
Most places are poohs and offer no payment terms. Sometimes you need some time to pay for things.........

[sinfull]

Aren't they the same person?


Lol, laugh of the day that, just spat me tea out all over the fecking keyboard.......


Ok... I'll bite and log in specially for this. If it helps shops, why not... so far the posts mostly haven't been very helpful. (edit, took me so long to finish, more helpful posts had been done).

Bear in mind, I have basically two dealerships I use. A honda dealership for my Hornet and a KTM dealer for my KTM. I don't play off dealers against each other, and value long term relationships with my dealers.

So, I like having a relationship. It goes both ways. The shop squeezes the odd job in when necessary, they get all relevant business no questions asked, and also know who has been working on the bike (ie... them) and I try to let them know whats a priority job, what can be shuffled for their other priority jobs etc. I know the mechanics, they know the bike, and basically, they do whatever is necessary to keep the bike in top condition. Any surprises, ideally they ask before hand. I also like being told when things are done, bike is ready to be picked up, I've noticed many shops fail to do that, and you have to waste everyone's time, just to be told yep, been ready for a few hours. Loaners are also a given... gotta get away from the shop somehow. Doesn't have to be anything flash, as I have other bikes, and its usually just used to get to it (unless its a good bike, then I'll take the opportunity to learn it, with the possibility of recommending it to people). I generally don't quibble on the bill as they look after me, and I'm on whatever discount scheme (mind you, each shop gets thousands a year - so not too surprising).

What do I hate? Being jerked around basically. Telling me one thing, doing something else. Telling me it will be ready then, then it isn't. Back to relationship with shop, mine don't do that to me, know I'm reasonable with time it takes to do a service etc.

The biggest thing that often manufacturers and dealers don't realise... I will not buy a brand/model of bike if there isn't a decent dealer to look after it that I trust. I know others who believe the same, and have sold bikes and shifted to something else as the dealer could not be trusted. Currently, I have no problems buying a KTM or Honda (hence why I have them) because the dealers who look after them are fantastic (and they know it because I tell them so).

Dealers to me are not just a place to buy a bike and not see again for a couple of years. Both bikes are being serviced several times a year - usually about 3-5 times, plus all the other bits of work, tyres etc. I'm normally visiting (odd... sometimes they call it perstering? :D) either shop at least once a month, discussing work, problems, accessories or whatever.


I remember...long long ago...taking my old Goldie into Spectrum Motorcycles for another service, only to be told to bugger off after they had checked it over. No cost, no superfluous parts, just a gentle reminder to stick to the service intervals and not try and make them rich with unnecessary work.
Always had time for my stupid questions, never too busy to listen.
That's the kind of service I come back for.


Jesus would ride a Triumph, he would be gallant and righteous riding a Triumph fueled with fire not rice lol.... 2 corr 2:14? lol.:Punk:


With regards to the mechanical service issue,

I like dealing with people I trust. This usually means I get to know them a bit, and they know and value me. I'm not a customer, I'm a fellow biker..
I don't like surprises, I like my bike work completed fully as agreed for the price suggested. No frilly extra un-necessary charges.
I like all the bolts and parts fiddled with checked and double checked, by senior mechanic. I like the right bolts put in the right places, to the right tension. (surprisingly I have picked up my bike from places and found bolts only finger tight, including handlebars.
I like easy payment terms, being able to pay things off is huge, especially when costs are high.
I like being able to get free advice, and being shown things I don't understand.


I use Warkworth Motorcycles for all my work. They are a small dealership, but have a very knowledgeable team there. They work on all my bikes and do a tremendous job. They have what I call good old fashioned service, which goes a long way in my book. I have an account and can get all my gears there. Most places are poohs and offer no payment terms. Sometimes you need some time to pay for things.........


Double post FTW!
I used to say FTW but now i just burn my used oil !

Joke of a thread ! Spesh since the jesus gettin done on a pony !

[Smifffy]

I used to say FTW but now i just burn my used oil !



Yeah, but nah, but yeah, anyway FTW has been "redefined for the new millenium" or some such, and doesn't mean to the web 2.0 generation wot it used to mean to us older buggers.

Teh internets FTW!

[Racey Rider]

Helpful staff.

That photogragher should be whipped for only getting two out of four cleavages!

[pritch]

i hate walking into a dealership where nobody even acknowledges my presence. Even if it's only a simple greeting so that I can say "Just looking thanks." I am, however, usually looking with some degree of intent.

Don't tell my boss, but there are dealerships that I visit in work time, so I'm not wearing bike gear, but on occasion there have been other riders of my acquaintance in the premises at the same time and we have had "catch-up" conversations. It shouldn't take a Rhodes Scholar to figure out that if the other bike riders all know the stranger he might be a rider too, even if he doesn't look like one at the moment.

I'm more than happy with the dealer I use, most of the staff greet me by name, and I'm working on remembering all their names.
They let me use a scooter when they have my bike. They go out of their way to help when I need it, things don't just get put aside and forgotten.

They are generous with test rides, almost every model in the range plus, but then I guess that's working for them since I seem to be buying a bike every couple of years.

Like Gremlin, I prefer the arrangement to be in the nature of a relationship, that minimises the chance of misunderstandings. I have faith that I'll get good service, hopefully they can have faith that they'll get paid on time.

There is no agent locally for my current bike so I'm having to establish a relationship with an out-of-town dealer. Hopefully that relationship can be as successful as the current one.

If the OP has specific questions I'd try to answer them

[Big Dave]

Get a haircut and get a real job.

[spacemonkey]

Get a haircut and get a real job.

Clean your act up and don't be a slob! :p

[sidecar bob]

Clean your act up and don't be a slob! :p

Get it together like your big brother Bob.

[shrub]

Look after your staff. Long term staff learn the products and develop relationships with customers, and that's worth gold. That means the staffmember knows what the customer rides, what they're into, what's been done to their bike in the past and what they've bought. And long term staff learn parts catalogues, learn how suppliers work and learn how to bypass hurdles to get that bit a little cheaper or a little faster.

[Fatt Max]

Get it together like your big brother Bob.

Ah shaddup a ya face.........?

[rustic101]

In no particular order:

Be Honest I might be a bit thick but love Google
Do what you said you will do
Be Genuine without being sleazy
Be Competitive but realistic
Reward frequent users/ buyers. Even if its a beer every now and then or discount.
Offer internet Specials every day of the week
Be Professional, Polite and did I mention before be Honest
Don't treat like a knob because of the style or name of my bike
If it (what ever it is) turns to shit put your hand up and put it right or try
Support our Community not just a style of bike or type of rider the whole Community, like road safety etc
Keep me updated about my bike or events or what ever is happening that may interest you me or us
Make me feel like coming back
Do not judge me by my appearance
Offer something no one else has or is
Never assume I don't know

Its a tough game out there and I personally wish you all the best. Just remember that its not always about the bikes we ride, but the gear we wear the accessories we use and the brands we associate with and recommend to others. The 'Word of Mouth' and the internet are the consumers' best friend and potentially damaging to your business in seconds regardless of if you are right or not.

K

[sinfull]

Teh internets FTW! OMG so the FTW tattoo i have now means i'm a geek ?

[Smifffy]

OMG so the FTW tattoo i have now means i'm a geek ?

LOL - it's your tat so i it means whatever you want it to mean, and yeah FTW is for enthusiastic geeks - even more surprisingly about.com specifically mentions motorcycle forums...


FTW tattoos FTW

http://netforbeginners.about.com/od/blogchatinstantmessaging/f/whatisFTW.htm

social rebels, anarchists and anti-authoritarian types FTW too

[sinfull]

LOL - it's your tat so i it means whatever you want it to mean, and yeah FTW is for enthusiastic geeks - even more surprisingly about.com specifically mentions motorcycle forums...


FTW tattoos FTW

http://netforbeginners.about.com/od/blogchatinstantmessaging/f/whatisFTW.htm

social rebels, anarchists and anti-authoritarian types FTW tooThats it I'm down the tattoo shop morra to add ebb !

[peasea]

Jesus rides an M109R

No he doesn't, he's got a Wideglide.

[peasea]

It doesnt matter which shop or which city.

I would love to hear what you guys, the customers, want when they visit a dealership for servicing or repairs.

What do you like?
What do you hate?
What would keep you coming back?
What would make you never visit again?

Dont hold back, let me hear it...

ServiceMan

Having been in your situation I would suggest that if you need to ask those questions you're already doing it wrong.
You obviously doubt yourself, which is a bad start. I'd be more inclined to post what you can offer, not what you need to put right.
My 2c.

[peasea]

They let me use a scooter when they have my bike.

Pictures please!

[roadracingoldfart]

It doesnt matter which shop or which city.

I would love to hear what you guys, the customers, want when they visit a dealership for servicing or repairs.

What do you like?
What do you hate?
What would keep you coming back?
What would make you never visit again?

Dont hold back, let me hear it...

ServiceMan

I was the service manager of Wgtns largest Honda dealer up till the early 90s so i have an interest in your question.... I am presently the foreman of a car dealership that wins many awards for service and performance as voted by customers.

Why , if you are the service manager of one of the largest motorcycle workshops in N.Z. then i want to ask why did that dealership get so big to begin with. Was it because its got a captive market or it already offers everything or what.
Are you new in the job and want to survey because you are unsure whats really important to a client or are you worried that you large dealership is starting to become less large and are trying to troll for brownie points to offer customers.
Not being negative as any kind of market research is important but you have a strange angle on surveying clients (at least limited as KB is a small , narrow focus on possible or existing clients).
I will watch this thread with interest.

Paul.

[trailblazer]

all i want is a good honest dealer that gives me a fair price with good service. I dont go shopping around comparing prices cause if my dealer looks after me i will go back time and time again. I would rather build a relationship with my dealer than deal with 3 or 4 shops that don't know me from a bar of soup. My currant dealer provides me with all i require so when the boss gives me the ok to go spend money on a new bike that will be the first place i go.

[rocketman1]

What i like is being able to talk to the serviceman and salesmen without the bullshit sales pitch's.
These guys that only come out to try and put the hard sell on you, not even talk bikes in general, ie cant have a chat they piss me off.
Theres a bikeshop near penrose like that, gives me the shits going in there, they cant talk to you like real people.
I like to be able to talk to people that rides bikes , and have ridden alot of bikes and can give you good advice, and you can have a yarn
And know their bikes, eg stats etc.

[Smifffy]

Thats it I'm down the tattoo shop morra to add ebb !

Great idea for the OP!

Add a tat studio so people can get inked while they wait for their bikes. :)

[Wannabiker]

I'm just kind of perplexed as to how someone was appointed the service manager in the largest dealership...etc, and then has to ask Those questions.....

[nodrog]

......
I would love to hear what you guys, the customers, want when they visit a dealership for servicing or repairs.


id want you to be fixing my bike, not fucking around on the internet asking people to do your homework.

[Fatt Max]

Seriously good thread this.

Just about agree with everything said that is required of a dealer / workshop.

Also agree with those questioning the need for feedback from this site, strange concept.

I was the service manager for a large electrical company (totally unrelated I know but bare with me) and If I needed to know what my customers wanted, I used to ask them......I used to make time every month to call in and see my customers because they knew what they wanted from the buisness and they will keep coming back if they get it.

Now, in your case, you have the lovely position of customers coming to you, so while they are waiting for their bike or booking in or whatever, go see them, say hello and ask them how things are. If you are that big you wont need to use salesman bollocks, just be your bikey self and talk to the people.

KB is great for a spectrum of opinions, but in my humble opinion I feel you would be better served engaging your existing customers with research like this. It wll make them feel wanted, valued and listened to......most of us ion here (including me) will take the piss for laugh.

Hope this helps

[HenryDorsetCase]

Jesus fucking Christ on a pony!

:brick:

Jesus probably didnt frequent many bike dealerships, what with the omnipotence, and omnipresence, and the whole "water into wine" thing. I mean, if I could turn water into wine, I wouldnt go out. and pony's are often serviced by veterinarians, rather than in motorcycle dealerships. Just saying.

[Fatt Max]

Jesus probably didnt frequent many bike dealerships, what with the omnipotence, and omnipresence, and the whole "water into wine" thing. I mean, if I could turn water into wine, I wouldnt go out. and pony's are often serviced by veterinarians, rather than in motorcycle dealerships. Just saying.

He was a motorist though because he came down from the sermon on the mount in a Triumph.

He asked St Paul to come forth but he only managed fifth and won the meat pack.

Just saying......

[Maha]

One answer to the question.....
Offer a pick up and drop off service.
You want the business? be proactive.

[bsasuper]

Thats easy
Be HONEST
Customers are customers, the guy who spends $5 on a sticker could come back a week later and spend $20,000 on a bike.I found a good bike shop and probably spent $70,000 there over the years.

[Berries]

No response. That's a good sign, he must be working late.

I'd say if you want a serious response that will actually impact your business then speak to your current customers. Alternatively, tell us the name of your dealership and watch the shit start flying.

[Swoop]

Ah shaddup a ya face.........?
What'ss a matter you, Eh?
Gotta no respect?

It'ss a not soo bad,
It'ss a nice a place!

[doc]

Dont hold back, let me hear it...
ServiceMan

This "Global warming'" thingy is really starting to piss me off.

[Taz]

This is just Conquiztador's new identity........

[R-Soul]

I want partial access to its database to be able to search for by vehicle and download .pdf document for the last service and what work was done etc. I would keep coming back to that shop just so that I have a complete service record available to me without having to store it in my study.

[avgas]

This picture is getting some good usage.
Nice Troll by the way

[Tunahunter]

I want to have a sense that I am paying an hourly rate that is commensurate with the skills and experience of the person working on my bike - I'm happy to pay full rates for a top mechanic to look over my bike (whatever he is doing) - but I kind of object to paying $105 per hour for the apprentice boy to run over the basis on my bike during a warranty check up.