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Xbduck
| | Posted on Tuesday, June 28, 2005 - 10:42 pm: | 
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O.K. Jeff earlier I told you about my experience in your store on the 18th of this month. Now I will give you some thoughts on what I would want as a regular customer.
Simply put the basics should be covered enough to fix a couple of bikes should they come in. The basics are to me parts to cover; tune-ups, simple drops(pegs, mirrors, turn signals, levers), drive belts, wheel bearings, light bulbs, handle bars, axles, commonly consumed gaskets, tires (right now you will probably be limited to original equipment thats O.K. to start) and a willingness to scavenge parts from a showroom bike to get a traveler back on the road.
Realisticly once you start working through your inventory you will start to see a pattern of most sold parts. From this you will learn what you must have on hand and what is not as important.
Don't forget the tubers or even you might have to wait longer than you would like to get your bike back on the road.
Customer service is an art that you must learn. Having the parts on hand makes serving your customers easier. If you must special order parts for someone tell them as honestly as you can when you think they will be in, call them back at home when you know for certain when they will be there. If you tell a customer you will call them don't make them wait, call them with updates as to whats going on.
If you do it right you should feel like you spend half of your day on the phone talking to answering machines. When you call you don't have to have all the answers most will be happy that you haven't forgotten them.
Last but not least always remember you can't please everyone all the time and every now and then there will be one you will never make happy. |
Burnmyheartdown
| | Posted on Wednesday, June 29, 2005 - 12:03 am: |
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If you're stocking clothes, stock something besides XL and XXL. I wear mediums or smalls and I've never seen a buell shirt in a medium or anything. Remember how many girls ride blasts. |
Chasespeed
| | Posted on Wednesday, June 29, 2005 - 12:55 am: |
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Or even just large(in shirts)...I look about 150 lbs in a xl, or xxl...
I might swing in and see ya this weekend...gonna be along ride from VA to MA...
IF the weather co-ops....
Chase |
Koz5150
| | Posted on Wednesday, June 29, 2005 - 01:04 am: |
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Give Buell riders a reason to come to your store!
I think most Buell Riders want to be educated about motorcycles and the motorcycling world. The right guy in the store is the most important thing you can get. He has to be SPORTBIKE and Harley educated in riding style, aftermarket parts, real performance statistics, and fair market price. He has to be able to make the customer understand why a $10,000 XB12 is a better choice then a $10,000 liter bike. If a guy walks into your store, he has to be able to sell that bike with the customer feeling like he is talking to someone who can answer every question they have.
A Buell tech is just as important. He needs to know how to set up a suspension, tune a bike, and diagnose problems. Buells have different problems then Harleys and a tech that is familure with the quirks of the bikes can offer quick diagnosis. Buell riders ride their bikes different then Harley riders and the tech should be familure with how that affects the bike.
Things to stock would be (in no order of importance)
1. riding videos (educational, racing, hooligan type). Show people what they can do with their bike.
2. Clothing. The Buell stuff is ok, but not really awesome right now, just average. What about a track Day package? Boots, gloves, jacket, pants, and a good helmet? Have a display set up as to what things are and why riders need them.
3. Parts - It's probably been beaten to death here but I would stock the parts that are used/broken the most.
4. Aftermarket stuff - It's a tough call. Having it in stock is nice, but probably not cost effective to the consumer. It's better to simply have access to ordering these items, but be knowledgeable of what they are, quality, what types of performance they offer, and the legality issues concerning them.
As a customer I will say that I am more likely to visit a store that has items I can touch first hand, but would still prefer to buy it based on price (online) rather then location. I do find it dissapointing that the Buell section of my favorite Buell dealership has 1/3 the wallspace of the Harley Childrens clothing section.
All in all, get the right guys working there first, the rest will come with time and experiance. |
Kdan
| | Posted on Wednesday, June 29, 2005 - 02:23 am: |
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I agree with Koz. The right people are key! The dealership where I bought my Buell is old school Harley and there was not one person there who could answer my technical questions when I was shopping(Thank gawd for Badweb!). They don't necessarily need to be Buellheads, but they should have at least read the brochures. Preferably the manuals.
As for parts & accesories...Special OPS pipe! More buell clothing/leathers, etc. and simple parts that break often. I am currently waiting on a footpeg for my Blast. Footpegs, blinkers, mirrors, headlight trim rings, shift, clutch and brake levers are what take the hit when the Blasts fall down. And being they are the beginner bike of choice, they fall down a lot!
(Message edited by kdan on June 29, 2005) |
Midknyte
| | Posted on Wednesday, June 29, 2005 - 03:22 am: |
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I'ts been 20 years, but I seem to recall a 10% discount on parts and merchandise for my first year of ownership. Even if I' wrong, how hard can that be on you guys? Dave does it for us, just because.
I don't know how many sales 10% would have encouraged from me, but there are several instances in the past year where it would have kept me off of ebay and in the dealership instead.
It'd cement the new owner enthusiasm and give one a reason to come back in now and then - and face it, some of those trips to the store are going to be accompanied by friends & relatives who have the potential to buy something as well. |
Seth
| | Posted on Wednesday, June 29, 2005 - 04:08 am: |
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Before my former stealership (Boston Harley) decided Buells were no longer there thing, every time I walked in there it was a nightmare.
Before I got wise and bought a parts book from Dave S., the parts guys would,every single time, order the wrong part. It typically would take three weeks to get the part and than another three weeks to get the right part 
Once I got the parts book I would simply write down the numbers I needed and would simply hand the list to the parts counter guy and tell him order these;...well not exactly simply....
The guy would for some reason feel the urge to tell me how he doesn't know a thing about Buells and than launch into a story about his Night Train than followed by how I made the wrong choice in bikes.
I think a service department/ parts counter that actually makes the Buell customer feel welcome would be an over due change. |
Seth
| | Posted on Wednesday, June 29, 2005 - 04:13 am: |
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Also,
If service quotes a price of....oh say $82.40 to replace a customer's wheel bearings(wheels removed from the bike and bearings supplied by the customer) I'd suggest you don't have it take four days and charge $242.00.
...just my $.02 |
Gentleman_jon
| | Posted on Wednesday, June 29, 2005 - 06:47 am: |
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Here's a thought--
I am wondering why you want to get involved with Buells in the first place!!
Buells and Buelligans are not only different from Harleys, they are virtually the exact opposite.
Therefore, anything that is standard operation procedure for Harley land, probably won't work for Buelligans.
Example:
For many Harley riders, the bike is just a lifestyle accessory. If they call their dealer for service, wait two weeks for an appointment, and then two weeks for a simple service, they are ok with it, life goes on.
No good for me. My bike is my daily rider. I will call Daves, get the parts in a couple of days, install them myself, back on the road. If I miss my weekend sport ride with the lads, my week is ruined.
B.S. from the service the department. I won't put up with it. Harley guys seem to be immune. I mean, most of them don't even clean their own machine from what I see. I can wash my own bike thanks, I just want a guy who loves Buells and knows how to fix everything. I got my own shop manual, parts manual, tired of explaining a job to service manager with a dumb look on his face, then redoing the work properly after I get home.
Negative attitude to Buells department - I don't have any tolerance for ignorant guys putting down my choice of bicycle, service manager not getting parts properly and promptly.
In order to sell and service Buells, the absolute minimum requirement is one Buell tech and one Buell Salesman who love, own and ride Buells EVERYDAY! They will soon know the score, and what parts to carry:
1. Tip over replacements.
2. Belts
3. Routine maintenance parts: oil, filters, tires, (good ones)
4. Clothing. I personally don't do the clothing thing, but lots of guys do, brings them into the store.
5. If your own Buell riders have performance and other accessories on their bikes, know all about them, how to sell and install them, you might want to stock some of them. If not, leave it to the specialists.
If you don't want do all of that, and I wouldn't blame you, just forget about the whole thing. Compared to Harleys, Buells are a lot of work for little money. If you don't love them, it just isn't worth it.
My Buell service dream --
My Buell needs service. I call my dealer, he says, "sure, I know just what the problem is, and we have the parts in stock. Bring it in day after tomorrow at three. It will be ready at Five or you can pick it up the next day. May I recommend that we check your steering head bearings. Only takes a half hour and with your mileage you might want us to check it. And oh, one other thing.
I have recently put Michelin Pilot Power tires on my personal XB12, and they are a helluva lot better than the Dunlops that you have now. We have a couple of pairs in stock, we could install and balance them while your bike is here, for $350. While we have your wheel off, we will check your bearings and Belt. If my memory serves, you still have your original '03 belt on. I recommend an upgraded version that is now available. Cost $150 and we will waive the installation fee as most of the work is done when we remove the rear wheel, and we want you to be safe. If you enjoy the Michelins as much as I have, I know you will think it was a great investment, especially for that track day you have planned."
Another Harley pet peeve of mine. Before service, the service manager inspects the bike as if he knew anything about it, then I have to sign some form, never did figure out why. Probably some kind of liability scam. If anybody is going to inspect my bike and decide what it needs it probably will be the guy that rides it every day, uh, I guess that would be me. |
Koz5150
| | Posted on Wednesday, June 29, 2005 - 07:36 am: |
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I wonder if we are scaring Jeff Watson away yet? Nice bike in your profile, great colors! (I would know...). If done right, Buell sales can be very profitable for a dealership and create long term buyer relationships. I can't ever see myself riding anything but a Buell or Harley the rest of my life (I would prefer to have one of each!) |
Bomber
| | Posted on Wednesday, June 29, 2005 - 08:55 am: |
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Koz -- Jeff HAS been kinda quiet since he started drinking from this fire hose, ain't he? ;-}
I bneleive the most difficult thing will be coordinating this cultural shift across Sales, P&A, Motorclothes, Service -- the enite joint needs to be behind the effort, or it will be very tough to hit the targets defined here
you could likely boil the entire thread down to, "Buy Daves and Clown a greasy burger and a Kool Aid, and take copious notes." |
Tramp
| | Posted on Wednesday, June 29, 2005 - 09:32 am: |
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just hire me as a service advisor.... |
Rek
| | Posted on Wednesday, June 29, 2005 - 11:39 am: |
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I noticed that J&L HD/Buell in Sioux Falls, SD has a lot of "newbie" types working in their store. Folks who appeared to know as little about HD as they do about Buell. This in turn led to some very excellent service as they did not seem to have any preconceived notions on which motorsickle was better than the other or which riders deserved different treatment.
The service department was also very fast, friendly and knowledgable. The sales guys now...
Rob |
Iamike
| | Posted on Wednesday, June 29, 2005 - 06:55 pm: |
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p.s. - I do not ever want to hear a salesman say "I don't know s__t about Buells", or a parts person say "Buells, aren't those the bikes over there that never sell", or another salesman say after I test rode an XB "We have a real nice V-Rod over there.
By the way, I just spent $14,000 on an ST1300 partly because of these issues. |
Midmofirebolt
| | Posted on Wednesday, June 29, 2005 - 07:27 pm: |
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I just have one thing, since there has been a lot already said. As far as parts, everyone has it pretty much right, but there is one thing to add...Bolts. Especially the shouldered body bolts. I don't know why my dealership would not have a few lying around, but they didn't and it took a week and a half to get them in. I figured they'd have them in case they lost one while working on a bike or some idiot working on his bike didn't get them secure(me). My 12 vibrates a lot and I've lost 3 bolts off the chin and the two nuts that hold the exhaust flange on. Get nuts and bolts and invest in locktite. |
Court
| | Posted on Thursday, June 30, 2005 - 05:20 am: |
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Jeff will be fine and Gentleman Jon my early expereience with Liberty is showing signs of some of the desirable attributes you describe.
I have a great respect for dealers who have the MOXY to step into this ring and ASK. I'm always quick to remind them that we are not boxing their ears for the past trangressions of HD dealers who didn't "get" Buell, but, even with a hint of frustration in our writing, our hope is to offer suggestions.
He'll do well....I've spoke to Jeff and he has a great attitude and an open mind. Those things, in concert with being a gentlemen, are a great start.
Court |
Niceharleystuff
| | Posted on Thursday, June 30, 2005 - 06:04 pm: |
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Hello everyone. Although this is my 1st reply to all of your posts, I have been checking in a few times a day to read your replies. I am very happy to receive all of your advice and I sincerely THANK YOU all for taking the time to respond. I can see that some of you have put quite a bit of thought and time into your reply. Please know that it will all be put to good use. I will be printing out all of your thoughts, ideas, and recommendations for the owners of our dealership when I get back to work after the 4th of July weekend.
I know from reading some of your replies to this thread and other posts on BadWeb that some of you have had a less than desirable experience with your local dealerships. When I read these types of posts, I try to learn from them to improve our dealership and your experience here. I am happy to say that I work at a dealership where Buells and their owners are taken seriously. We always have and always will. But there is always room for improvement which is why I started this thread.
THANK YOU again for taking the time send me your thoughts, ideas, and recommendations. I hope you all have a GREAT 4th of July weekend!!! |
M1combat
| | Posted on Thursday, June 30, 2005 - 06:16 pm: |
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I broke a throttle cable on the 12R once... I called my local dealer to find (which I expected) that he didn't have one in stock. I casually mentioned that it would have been nice if he did have one in stock, maybe also the other cables, a belt, a collection of the T27's (I've lost a few that I haven't replaced...) and maybe a set of brake pads. He checked HDNet or whatever the tool is and came back and said "You know what... I don't feel bad at all for not having this in stock... No-one in the state or anywhere near this state has one." I was a bit floored a that backwards attitude. I said "Well, if you DID you would be the one selling them in this state and maybe to anyone anywhere near this state that needs one..." He didn't say anything.
Don't get me wrong... The service department is cool with Buells (They even have a Buell certified tech that actually rides a Duck) and the sales guys are fairly happy to sell them. It's mostly only the parts department that doesn't seem to like them. Seems how I do the lions share of my own service, that's where it hits ME is in the parts department  . No pun intended . |
Seth
| | Posted on Friday, July 01, 2005 - 02:27 am: |
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I truly believe that most of the reliability issues Buell had were caused by certain dealerships not servicing them properly.
I wonder if there is a broken down list anywhere of where the majority of the failed bikes reside; I'd be willing to bet the majority are centered around specific dealerships.
Boston HD would have rather the wash boy work on my bike over one of their trained mechanics that were busy sticking chrome bits to a two wheeled tractor. |
Court
| | Posted on Friday, July 01, 2005 - 04:49 am: |
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Whatever.....it's history at this point and with a bright future I'm spending my time making certain that "Appleton's propagate".
I am hearing more and more GOOD Buell dealership stories and want to do all I can to make more and see the level of customer service rise to unprecedented in the moto or auto business.
Buell will change not only the motorcycle but the motorcycle experience.
Jot that down...
Court |
Tramp
| | Posted on Friday, July 01, 2005 - 10:22 am: |
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no need, they already have, and hopefully they'll continue to do so... |
Shanetbolt
| | Posted on Friday, July 01, 2005 - 02:10 pm: |
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What else can Buell dealerships do to show support and appreciation to the sport bike type?
How about doing a http://www.streetbikechallenge.com/ or something along those lines. |
Tramp
| | Posted on Friday, July 01, 2005 - 02:21 pm: |
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...or hire me as a service writer |
Tom_b
| | Posted on Saturday, July 02, 2005 - 02:00 am: |
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good service and have average parts available. If you read these posts, most dealer problems are service related, make your shop a great place to service buells. if you don't have a part available offer the customer an extra overnite or 2 day ship option to get the part in. I've paid a few times to get my part quicker. Having the part on hand in the first place is big plus especially in a broken situation. Have mor shirts and stuff that that fits, were not all fat harley guys. I can never find a large t shirt in one I like |
Tramp
| | Posted on Saturday, July 02, 2005 - 10:26 am: |
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The BMW dealer where I worked was using old, dilapidated boxers for service loaners. I asked the GM for some latitude in setting something up, and then spoke to some peeps @ BMW/NA. They'd recently unveiled the f650, and I asked about special pricing for a half-dozen units to set up as service loaners. we worked it out, I came up with cool graphics, dressed them accordingly, and found that the k1100rt guys, who left their garbage wagons for major service, loved blasting around on the f650, and, consequently, we sold MANY of them.
maybe approaching HD/Buell re: a half-dozen blasts, all in one colour, then doing nice graphics (vinyl, for later removal for possible resale), and availing them to your service customers, would show some nice Buell-specific attentiveness AND help you move a smaller model.
remember, you can ALWAYS sell them (@ cost), later, after a major service, offering the buyer full trade-in upon purchase of a bigger buell (kinda like the old new-blast policy, but far more affordably).
This would create a nice, positive stir amongst potential newbie riders who wanna buy "American" |
Iamike
| | Posted on Saturday, July 02, 2005 - 11:27 am: |
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My car dealer gives loaners if wanted. That would be an excellent idea. |
Tom_b
| | Posted on Saturday, July 02, 2005 - 11:57 am: |
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Tramp, that is an excellent idea! |
Reepicheep
| | Posted on Saturday, July 02, 2005 - 01:07 pm: |
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Tramp... I think that would be even better to do for the Harley guys. Give them XB9SX's while the cruisers are in the shop.
They will look at their $20k cruiser, and still want to keep it, but think "that's only $8k. Gimme one of those also". |
Steve_mackay
| | Posted on Saturday, July 02, 2005 - 02:25 pm: |
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Reep is right. Make 'em XB9SXs. Not Blasts. I doubt any of the HD folk would really want a blast IMHO. but a few XB9SXs, they may be interested.
During the "demo days" Every HD rider that rode the XBs were impressed. |
Tramp
| | Posted on Sunday, July 03, 2005 - 03:39 am: |
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You're missing the point. it's not about getting harley riders to cross over. whether they were inpressed or not, by the buells, they're not about to buy 'em.
the idea is to improve dealer services for BUELL owners, and supplying a cheap, lightweight blast for service loan is an excellent way for present buellers to feel attended to, and to try an entry level buell, so that, in the back of their minds it's their first choice to suggest to a new rider, thereby getting more newbies on our brand.
ohhhh- did i mention that really eye-catching vinyl graphics for the service fleet are kicka*s advertising for the dealer?
imagine "Danbury HD/BUELL Service Loaner" on the tank of a blast parked at the local bike spot....
moths to a streetlight.... |
Court
| | Posted on Sunday, July 03, 2005 - 07:10 am: |
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Tramp:
You are a wizardoligist.
Deadly accurate statement. I am surprised you are not a service writer.
Court |
Midmofirebolt
| | Posted on Sunday, July 03, 2005 - 09:18 am: |
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Love the idea Tramp, if that happened around here I'd be taking my bike to a dealer instead of a local bike shop or doing the work myself. My bike was in the shop for 4 or 5 days because the exhaust stud sheared off(broke on a friday). I spent those days looking at new bikes to add to my XB in case it was in the shop next time. I just missed being on 2 wheels. A loaner would have definitely been great.
That said, I think loaners would work for you guys in more populated areas, but here in mid Missouri, there are about 5 people on buells that I know of, so I don't think there would be much chance of them dropping a lot of money for the 5 of us to have something to ride around on. Oh well, at least I'm supporting a local MC shop and they did a bang-up job, even caught some stuff I hadn't seen.
One other thing, if you guys think it's difficult being buellers and loosing dealerships here and there, think about triumphs and aprillas, and moto guzzis etc. They have a limited number dealers too, at least we all know that buell is trying to make it better for us. |
Tramp
| | Posted on Sunday, July 03, 2005 - 10:56 am: |
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thanks fellers. i AM filling out an application for a service advisor position at the dealership.
i miss working in m/c service, i always liasoned well with the customers at the BMW m/c shops where i'd advised/ manged/ written (some empathy and wit go a LONG way in assuaging trepidations of donwtime customers), and pumped up turnaround and service volume.
fingers crossed,
-jay
(incidentally, new XBs would be a higher unit cost to the delaership, big-cc sportbike indemnity would be astronomical in the eyes of the underwriters, and the crash rate would be much higher on them than on the staid blast.
Repairing dealer-owned service customer dropped XBs would NOT be a great source of revenue for the shop...by any stretch.
trust me, the numbers really lean in favour of the '500cc standard' blast, for insurance and major-unit cost for the dealer.
PS- Thanks Court! Dang!
(Message edited by tramp on July 03, 2005) |
Phillyblast
| | Posted on Sunday, July 03, 2005 - 12:53 pm: |
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Tramp,
Good luck I get the feeling they'd be lucky to have you.
The other good part of a Blast loaner is they drop extremely well. 30 mph lowside on my brother-in-laws bike resulted in 1. front turn signal 2. shifter peg 3. clutch lever (optional, purely cosmetic) and 4. elbow grease on the bodywork with some polishing compound. |
Tramp
| | Posted on Sunday, July 03, 2005 - 11:12 pm: |
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thanks Philly- that's really kind of you.
Sounds like blasts drop much like the early bmw f650s. |
Ezblast
| | Posted on Monday, July 04, 2005 - 02:42 am: |
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Eeek trained lots of folks on his wife's Blast - said its been down more times than a yoyo and all he ever does is replace a signal or mirror and add oil - lol- mine have been down a few as well - and they just keep humming along. That is a great idea.
GT - JBOTDS! EZ |
Bomber
| | Posted on Wednesday, July 06, 2005 - 05:04 pm: |
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I've repaired a blast that was involved in high-side bike/tree interface at about 35mph -- once I got the parts, all the bodywork, lights (all of em), handlebars and leftside peg mount was all replaced in an hour -- woulda been 15 minutes without the peg mount (which is tough for unbendy "experenced" hands to get off)
great idea, Tramp -- got the prayer wheels on high-speed automatic for your gig -- |
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