Triumphrat

GaryD · 02-18-2004

I was reading in MCN about a Harley guy with a broken cam bearing problem. This apparently affects every twin cam sooner or later; Harley knows about it but refuses to fix it until it breaks. He's from CA but breaks down in Utah on a Saturday and pays to have it towed to the Harley Shop in Ogden (where the IRS lives). He calls the Harley dealer in Ogden and lets him know the bike is on its way, and the dealer says we lockup at 5:00 PM exactly so be sure to get it here on time. At 4:30 he calls the dealer again and tells them he is 20 miles away and pleads with them to wait. At 5:07 PM he arrives to a dark, locked dealership and then has to pay to have the bike towed all the way to CA.

I have the cell phone number of my Triumph dealership's owner and he always answers. The last time I saw him I was bringing him some parts to get chromed on a day when the dealership was closed and he met me while he was out shopping with his family.

Going a step further, the outfit I work with requires that every dealership have a sign with the home telephone number and the cell phone number of the dealership's General Manager, Service Manager, and Parts Manager (most also include an alternate name for parts). These employees must all be available to the customer on a 24/7/365 basis.

Why can't all dealerships understand the importance of customer service?

tsportpirate · 02-18-2004

Good customer service is one thing but posting your home # on the door is crazy. What kind of business are you in? Don't people deserve any free time?

GaryD · 02-19-2004

Having the numbers posted doesn't restrict anyone, and everyone goes about their own business normally after regular work hours. With lots of numbers posted, the customer will be able to contact someone in a supervisory position and that person will then find someone who can open the dealership and help the customer. No big deal.

I remember when I was a child, a neighbor might come by early in the morning or late at night to borrow something or ask for help, and they always got it and gave it. I haven't had a neighbor do so in nearly 20 years.

We believe in building personal relationships with customers such that they would be extremely reluctant to change brands or dealerships. Being neighborly doesn't harm anyone.

Shawn · 02-20-2004

To some people, work and free time are the same thing, and are equally enjoyable.

I used to work with several clients in Gary's corner of Arkansas. It was a long drive, but I miss going there. They were all great people to deal with. They would call me at odd hours, and except me to do the same if I needed them.

There are some V-Twin Cruiser shops who keep unusually long hours or are open seven days a week. One here in NW Arkansas, and another in Dallas. They both treat me well when I visit, you might not be able to reach them at home but you wouldn't have to wait long if you towed a bike to their front door.

Will · 02-20-2004

I had similar experiences with a Suzuki dealer here. I wish they sold Triumphs, but they don't. If Triumph ever stops making a bike I want, I guess I will go back to being a Suzuki squid, mostly because of the dealer. Dealers are the front line for customer service, and any manufacturer who wants to be successful will ignore that at their own peril.

Richard · 03-06-2004

Dealers are a major reason for people buying another bike of the same make and that's why Triumph are so careful about their dealers. Here in England we have a whole county (state in the U.S.) without a dealer because Triumph can't find the right dealers. In that county every other make is covered!