| Author |
Message |
    
Swampy
| | Posted on Sunday, March 11, 2007 - 09:40 pm: | 
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The moral to this story is:
I just don't care anymore!
When you take your bike or your parts request to a dealer, they should make the repair or find the part.......period.
It is almost like you are working with a giant government bureaucracy, no one cares if you get your bike fixed or that you get your part in a reasonable amount of time.
That is why we all have a choice to find which bureaucracy is effective for carrying out the task, that we, the customer sets before them, and in turn avoid the ones that are ineffective in carrying out the task.
You, as a consumer have to educate yourself as to which dealer will adequately perform for you and learn how to best invest your time and money to get the results that you desire.
This is not Walmart gentlemen! You cannot expect the same level of service from any two dealers, because they are independent from any one corporate ideology.
It would be spectacular if all dealers held a certain level of expected service as "standard", lord knows the mothership cannot do it, even though they can demand certain levels of store appearance from their dealers.
To do that would take a top down restructuring of company ideology, polices and proceedures, that would severly damage the existing dealer/corporate culture. Study the Saturn dealer stratgies, as an off shoot from GM, they developed certain levels of service that were evident throughout the dealer network.
So it is possible.
But for now there seems to be a very effective and high level of service and dedication from the Buell organization, and that they should be commended for. And there are many fine dealers that are out there that show an outstanding level of commitment to providing the highest level of service and providing the best possible experience for the customer. It just is not carried down throughout the entire dealer network. |
Wolfridgerider
| | Posted on Sunday, March 11, 2007 - 10:23 pm: |
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I do care.
I want what the guys have at Stone Mountain or Appleton.
I want "MY" Dealership to take care of me and other Buell riders in my town.
I'm willing to put some effort into making that happen.
I'm sure the dealer principal would like to have my $$$.$$ instead of me buying my parts elsewhere.
It is looking up.
3 Buells in the parking lot today. |
Swampy
| | Posted on Sunday, March 11, 2007 - 10:37 pm: |
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It isn't "I don't care"
Its that they don't care.
I would love to evaluate organizations. It would be a great tool to determine the effectiveness of an organization. |
Daves
| | Posted on Monday, March 12, 2007 - 06:22 am: |
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All it takes is for the dealer to hire people that care. Get rid of those that do not.
It's not that hard, really.
I would hire someone that cares and knows nothing, over a person that knows everything but does not care.
You can train product knowledge and skills, you can not train people to care. |
Nevrenuf
| | Posted on Monday, March 12, 2007 - 06:38 am: |
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i am very proud to say that my daughter has the right attitude for just being in motorclothes down at the store she works in and she proved it when she got the highest secret shopper marks that the store ever got a few months ago and how she always gets complimented for the job that she does from the customers themselves. hopefully the store will show their appreciation and give her a chance to move up allowing her to do more good for their customer service. |
Nutsnbolt
| | Posted on Monday, March 12, 2007 - 06:38 am: |
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I couldn't agree more.
When I used to hire Sales People for another type of business, I didn't care if they knew product knowledge. I can teach that. If fact, I prefer it that way, that way you're not trying to break any bad habits. But, passion, and caring are traits that VERY FEW SALES PEOPLE HAVE. The ones that do, are EXTREMELY SUCCESSFUL. |
Steve_mackay
| | Posted on Monday, March 12, 2007 - 08:46 am: |
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Makes me happy I live so close to Hals 
I've only had to wait more than 5 days for ONE part. And that was a select seat for the wife's CityX. After waiting 3 weeks for the seat, I went in, told 'em the wife CAN'T ride the bike without it. They searched HDNET for one in stock somewhere.... 2 days later, the wife was riding her new CityX with the select seat |
Lost_in_ohio
| | Posted on Monday, March 12, 2007 - 09:02 am: |
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Wolf....I want the appleton, stone mountain and Hal experience also. I have no hope in it. I just go in expecting to order parts and expect to make another trip to pick them up.
My only concern with direct ordering is that if my local buell dealer is that terrible I do not want him getting anything from me, even the 1 or 2% from a direct order. |
Wolfridgerider
| | Posted on Monday, March 12, 2007 - 09:13 am: |
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Don't give up yet! Things are moving. They have the Buell demo truck in town on the 31ST and I'm sure they will have something going on at Mid Ohio this year. The website is being updated. They hired a salesman that rides a Buell.........
IT WILL GET BETTER!! |
Lost_in_ohio
| | Posted on Monday, March 12, 2007 - 09:17 am: |
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I met the sales man.....I don't remember his name, Heck of a nice guy, The younger of the parts guys in back is starting to get it too, I don't remember his name, mustache and brown hair. At least they are not tossing the parts book at me anymore and having me find it for myself. |
Bomber
| | Posted on Monday, March 12, 2007 - 09:40 am: |
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Swampy writes:
"I would love to evaluate organizations. It would be a great tool to determine the effectiveness of an organization."
they are already being evaluated avery day, bud -- it's called a P&L statement --
I agree with your points, all of em, but the fact of the matter is that most HD dealers are running comforatbly in the black -- they see no reason to alter what they are doing (with some notable exceptions, Appleton and Stone Mountain come to mind) --
I figure I have enoungh to be involved with in my Entropy Lab -- I've found a couple of good workarounds for sad state of the Buell distribution chain (all of which show the problem to be closer to the end of said chain, rather than the beginning of said chain), and I'll let the folks who are paid to worry about it worry about it, or not, as they see fit
(Message edited by bomber on March 12, 2007) |
Wolfridgerider
| | Posted on Monday, March 12, 2007 - 10:00 am: |
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One thing I think they should look at would be Buell sales training. The sales people get a ton of training when it comes to Harley. They have sale seminars that they send the sales people to, videos, tests and so on. From what I understand, Buell has nothing like that.
If you want someone to sell your product, teach them how. just my .02 |
Wolfridgerider
| | Posted on Monday, March 12, 2007 - 03:12 pm: |
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Hey Lost, We just go a link to BUELL!!
The new sales guy is Terry. I was at the dealership Sunday and he just go his Cyclone running. It sounded great! |
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