| Author | Message | ||
     99buellx1 |
I need everyone that has a Facebook account to help me out with something regarding my local HD dealer. Let me preface this by saying I like my local dealer and many of you have probably done business with them at some point, but. Today on their Facebook page they posted this: "The new bike is part of the "Dark Custom" series! Check it out online and let us know your thoughts. Anyone...Bueller?" To which I responded with my pretty lackluster thoughts of the bike and the direction of HD in general. (I will post the entire screenshot below) The issue I have started when my post was deleted. To this, I re-posted my comment, only for it, and the question from the dealer to be removed from the page. I feel that this was handled inappropriately by a member of the dealer staff, as a criticism isn't to be ignored, but to be addressed and handled. This is also how all articels on customer service and Social Media say to treat criticism also. So, I took my screenshot and some information about how I felt this was not handled properly and talked with the owner of the dealership tonight. His response: "so what." He said my comments were not good, and that my ideas were nothing they could address and that I should have posted that to the HD page instead of theirs. I agreed that the dealer cannot control what is coming from the mothership, but the way my comment was handled was innaproporiate. He said he wasn't so sure. I asked him what would happen if someone came into the dealership face to face and said criticisms about the mororcycles, would they just get escorted to the door? Or would someone talk to them and try to sway to direct their thoughts, how would the customer service been different if it wasnt done by Facebook. He didn't have an answer other than to say that he doesn't feel that I was "given the door" by having my comment deleted, and he didn't see why it mattered anyway. So, I asked him, you dont care what this says to the viewers of your Facebook page about how the customer is treated at your dealership? Again, he said he didn't think anyone would see it that way, and that people probably didn't see the comment anyway. In closing I told him that I would take the screenshot (which I was holding so he could see it) and post it for all to see how people were treated by the dealership and if he was OK with that, to which he replied. "That's fine, nobody is going to care" So, with that, I'm asking for a Social Awakening for the ownership and staff at Silver Eagle Harley-Davidson. I want them to see the power of the internet and the power of social media. If they think it doesn't matter, I say we show them that it DOES matter. How you conduct yourself online is just as important as how you conduct yourself in person. -------------------------------------------------- ------------------- What I'm asking is: Everyone please go to the Silver Eagle Facebook page and post on their wall. PLEASE!! NOTHING RUDE, DERAGATORY, ETC. Just post to show that we are out here and that we DO MATTER! Post your thoughts of the new HD model. Post your thoughts of how they should conduct business online and with Social Media. Post how you think censorship of an opinion online is foul. Post how customer objections online should be handled the same as any in person customer complaint. Silver Eagle Harley Facebook Page  Thank you. | ||
| Iamike |
That topic is no longer there. Shame on you Craig, now they are embarassed. I thought that I'd comment on the Softail Blackline, below yours, and it wasn't open to comments. | ||
| Just_ziptab |
Gotta love screen shots :-) I was over there a few weeks ago and was swarmed by salesmen. That's never happened before. Guess I should have had a Buell shirt on and they wouldn't have bothered to get up. Course,they abandoned me when I said I was after some Buell parts | ||
| Whisperstealth |
Done. | ||
| Ft_bstrd |
Just let it go. You don't like it. I'm not that fond of the new model either. It's no reason to crap up a retailer's FB site. They use that site to conduct business. No sense crapping in the showroom when they didn't have a thing to do with the new model. They just sells the models HD sends them. Give them a break. | ||
| Whisperstealth |
Ft, They asked for customer response and got it. Then because they didn't get some flowery butterfly kisses review, they yank it. What, because it wasn't some cookie cutter pirate, drinking the company cool aid? It is the owner's "who give a shit" attitude that needs to be put in check. He uses a public forum in facebook as essentially free advertising. A little backlash at his actions in the form of truth on said site is fair game. It's called what goes around, comes around. The owner could have been more diplomatic, and even explained what you yourself said. - He's just trying to sell product. -And given some leeway for constructive criticism. But he didn't and basically said FU. The Harley crowd from the top - down, who stick their head's in the sand and say everything's fine, are going to have a nasty hang over. Your right they do use the site to conduct business. However, >>> No sense crapping in the showroom when they didn't have a thing to do with the new model. Your wrong. They are advertising and are trying to sell the new bike - Therefore, they do have something to do with it. I believe they have a responsibility to themselves and HD MoCo to gather thoughts on the bike and pass them along. Sure, they do have the right to delete anything they want. It's their FB page. No argument. But that does not mean they are immune from other's reactions. | ||
| 99buellx1 |
Ft. I'm just asking for some help to open their eyes to the impact that the internet can have, its nothing to do with the motorcycle. They can simply delete the comments again with no harm done. If you don't want to participate, that's fine too. but I would like this to take off, a hundred or so posts may get him to notice the power of bad advertising even if its not in person. Thanks to those who have contributed. | ||
| Hybridmomentspass |
Im with FT, let it go. I think the problem is people take social media site TOO SERIOUSLY. I see where they are coming from, they are trying to show a new product and youre bashing them and the products they offer. I wouldnt want that either. And the truth is, they are probably right that no one would care. If someone is interested in buying that bike or any other bike, think they'll really be swayed by your facebook post? Its freaking facebook. Good way to think of it - if you were about to buy a Buell, would you really care to hear what some guy on the internet said about Buells stock and profits etc? Im betting you wouldnt care. good luck on spending time on facebook to be crappy to your local dealer, who, apparently, you like | ||
| Pammy |
I am more concerned at what you might be perusing on the 'net that would cause all those men's delicates ads to pop up there dude. Ha Ha  | ||
| Xdigitalx |
oh...and they say Facebook will be more popular than Google soon..... Who Gives a ^&*()^???? I joined FB, I been (was) using it for 2-3 weeks... and and think the negativity is too rampant, unless they come up with some sort of FBP (FaceBookPolice) | ||
| Daves |
I don't even know what to post. People's opinions on the net do not matter(basically what the owner is telling Craig) what a dolt he must be? | ||
| 99buellx1 |
Hybrid, Your comments can also be addressed to negative posts that are made about buell on this very site, do those posts simply get deleted? No, the concerns get addressed and the thoughts of the poster are taken into consideration and we try to sway what they have heard with either facts or our experiences. | ||
| Dynasport |
I would probably have deleted your post as well. It is advertisement they are looking for after all, not criticism. As to his comments to you, well, he expressed his opinion. I don't get the big deal here. But then, I am probably not the person to ask about Facebook as I don't have an account nor much interest in having one. Maybe I'll change my mind one day. | ||
| Steeleagle |
The dealer (and lots of other businesses) use Facebook as their virtual storefront. If you put a paper poster on their shop window with negative comments, they'd pull it. Same thing. It shouldn't be a surprise. I wouldn't get too spun up about it. | ||
| Ft_bstrd |
"Customer input" isn't coming to a separate forum and asking people who will probably never set foot in the store to post negative things about the new model. Considering most here would never buy an HD let alone the new model, are the folks here REALLY customers of HD's anywhere let alone this store? Again, the STORE doesn't create new models. The models are revealed to them just like they are to the public. They didn't conceive it, they didn't build it, but they are tasked with selling it. The FB site is the digital representation of the actual store (like their web page). They communicate with customers through that venue. If you were standing in the middle of the showroom shouting and ranting about how ugly the new model is, they would ask you to leave the store. Deleting your comment is the digital equivalent. We allow a certain amount of critical discussions regarding Buell to exist on THIS Buell Enthusiasts Board, but if we determine that someone is being a troll (like asking a bunch of people from a bulletinboard to dogpile a FB page) we remove them and their comments from the board. There is no free speech on BW or FB. You want that, go stand on the corner and shout until you are hoarse. Both BW and FB are the property of those who maintain it, and as such are kept in the manner that the owners feel best helps them to accomplish their goals. This dealership is seeking input to know how many to order. Your negative impressions don't register. They are seeking to get an idea of how many POSITIVE statements about the new model they receive. From that they can glean how many bikes they should order. Get LOTS of positive responses (like the '48 got), and you might order a model or two extra. Get only a few positive responses or hear crickets, and you order the basic allotment and no more. It's just not that big a deal. Let it go. | ||
| U4euh |
Silver Eagle Harley-Davidson / Buell We asked and you engaged, thank you. While the post was removed it was intended to start a conversation and move the discussion forward in reference to the designs. For this we sincerely apologize. While H-D has a specific market for this model ( young riders ) let's put the exchange of ideas into the next design fr...om H-D. Wide tires? gloss black? flat black? how about a set of mini apes, full fender? or.. | ||
| Whisperstealth |
99buell, It worked  I am happy to see a few people can bring about positive change. Way to go! You are a customer there, and your opinion matters! FT, I very will likely buy a Harley in the future. I do like the road glides, and would like to have one. That makes my opinion valid. | ||
| Ft_bstrd |
I have no problem with people supplying honest critical feedback on a product they are likely to purchase. There has been precious little "constructive" regarding HD from folks here since 2009. I don't blame the venom. This dealership had nothing to do with the decision to shut down Buell. Additionally this dealership, like most, has very little input in new model design. Willie G and his wizz bang retreads cook this crap up. It's left to the dealers to find a way to move the units. Having worked the floor, we had several models that I was surprised ANYONE would buy. There is, however, a butt for every seat. I'd love to think that HD corporate listens to the dealers regarding new model development, but it just ain't so. | ||
| Just_ziptab |
This dealership had nothing to do with the decision to shut down Buell. Mostly because of Daves short presence to promote/sell a lot of Buells. Buell WOULD STILL BE HERE IF THEY ALL HAD A DAVES. | ||
| Iamike |
Hey Craig took Dave's place, he sold quite a few too. I would think that a former employee, that left under good circumstances, would have well intentioned input. | ||
| Cyclonedon |
I agree with Ft_bstrd, "let it go" it's an American business trying to sell American made products. While I'm still upset with what Harley Davidson did to the Buell Motorcycle Company, I will likely purchase a Harley someday if Erik is not making motorcycles when I'm ready to purchase a new motorcycle. There are several really good Harley dealers in our area who supported the Buell motorcycles and still do for that matter. Why would I wish them any harm or want to hurt their business? its time to just "let it go" | ||
| Whisperstealth |
Cyclone, your about a week late. It's all over. | ||
| Jon |
I feel that small forest animals are being harmed by all the stress and anxiety created by this incident and this discussion should stop immediately before any more furry bunnies are made to feel uncomfortable. On the other hand... What if someone with a really hotted up X1 (nuke blue frame with white body, mind you) rolled into the lobby of the store, lit up the rear tire and send some carpet and linoleum bits into the ceiling tiles? Gee, now that Facebook incident is looking pretty manageable after all. Look, they asked for an opinion, went fishing for Buellers and got had their assumption busted. The manager's rude indifference adds a measure of foolishness that is to be expected from most HD dealers. | ||
| Hybridmomentspass |
Gee, now that Facebook incident is looking pretty manageable after all. Look, they asked for an opinion, went fishing for Buellers and got had their assumption busted L O L youve got to be kidding me this had NOTHING to do with Buell riders, it was a joke, it was in reference to Ferris Buellers Day Off Ben Stein uses the line 'anyone....bueller' in the movie. Not EVERYTHING is about Buell motorcycles as for someone going into the dealership and doing a burnout......God I hope it happens, we need these people locked up and away from the general public for multiple reasons | ||
| Xl1200r |
Is this thread a joke? I'm being serious - is someone actually wound up about this, on any level? | ||
| Hootowl |
(/emote puts on his outrage glasses, takes them off and looks directly into the camera) I am outraged sir! | ||
| Swordsman |
Late to the party, I know, but whatever. I can understand being miffed about a deleted post, but probably not enough to go to this length. That said, the dealership should have been prepared for that can of worms. That's one of the things that makes FB and Twitter such great marketing tools: direct feedback from the consumer. Expecting it to be all flowery praise is pretty naive, and flushing the ones you don't like only generates animosity. You may not take it very seriously, but poke around a bit and you'll see that there are a LOT of consumers out there that DO take that kind of response seriously. ~SM |
