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

[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!

[sidecar bob]

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

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/.../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/.../whatisFTW.htm

social rebels, anarchists and anti-authoritarian types FTW too

Thats 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.