Dealer problem Eastern Harley Riverhead NY
Road Warrior
Joined: Jul 2006
Posts: 1,697
Likes: 0
From: Indiana
I used to own a business that sold franchise products. It hurts like hell to borrow money from a bank and pay interest, advertise, pay employees put on promotions and then lose a deal to another dealer from "your" local customer. Your first impression is to get even by not servicing the product they bought, and you think that maybe this will influence the them to buy from you next time. Normally you make a larger percentage of profit on sales versus service. So you think you have lost more than you can recoup from doing their service.
Well in the long run that philosophy is counter productive, plain wrong and will cost you money and alienate customers. It is hard to do but you must keep you mouth shut and do your best to keep the customer happy. That is the only way you stand a chance to get them to once again to become not only a loyal customer but any kind of customer.
Most customers don't consider that the business owner takes it personally but they do.
So some dealers must and I say must change their attitudes. Dealers, if you don't believe what I said then ask yourself why customer have good things to say about dealers who service their products no matter where they bought it.
Treat your customers well and they will remain YOUR customers. If they stray every now and then thats the facts of life. Treat them good and they will be back.
Well in the long run that philosophy is counter productive, plain wrong and will cost you money and alienate customers. It is hard to do but you must keep you mouth shut and do your best to keep the customer happy. That is the only way you stand a chance to get them to once again to become not only a loyal customer but any kind of customer.
Most customers don't consider that the business owner takes it personally but they do.
So some dealers must and I say must change their attitudes. Dealers, if you don't believe what I said then ask yourself why customer have good things to say about dealers who service their products no matter where they bought it.
Treat your customers well and they will remain YOUR customers. If they stray every now and then thats the facts of life. Treat them good and they will be back.
Road Warrior
Joined: May 2008
Posts: 1,890
Likes: 3
I would like to know what action…if any MOCO decides to take against a dealer refusing service. So much for having a national service network if dealers start pulling this crap!
Last edited by TheJimer; Sep 24, 2009 at 10:47 AM.
Road Warrior
Joined: Jul 2006
Posts: 1,697
Likes: 0
From: Indiana
Most dealer agreements state that a dealer is responsible for providing service on any of the companies products. I doubt the MoCo would pull a franchise over one poor service complaint. But if a dealer no longer represents the MoCo in a favorable light they may be in violation of their dealer agreement and sanctions may happen. The regional sales reps has more power in continuing a dealer than most people realize.
Dealers just have to suck it up and be professional not emotional.
Dealers just have to suck it up and be professional not emotional.
Road Master
Joined: May 2007
Posts: 1,243
Likes: 1
From: Galt, CA
Very interesting post. Quite frankly, I've never heard of such a thing! Several years ago,(2007), I decided to buy a new bike. The dealer that I had previously bought two new bikes from, wouldn't work a deal with me on the bike I wanted. So, I went and purchased from a dealer that would. Over the years, I had developed a good working relationship with the previous dealer's service dept. I went to the service manager to say goodbye, explaining that I had purchased from another dealer and I would probably take my new bike to the new dealer for my servicework. He told me that they would be very happy to continue my service work on the new bike, and any warranty work required, just to keep my business. They have performed all my work on the new bike and never even balked about it.
Outstanding HDF Member
Joined: May 2007
Posts: 2,051
Likes: 0
From: Inverness FL
A few yrs ago I went to Ocala fl to possibly buy a new road king...
After the buyers sheet was written,I inquired what the $3000 accessory
package was.. Oh he says u don't live in Ocala and we don't
want u buying stuff from anyone else so u will have $3000
store credit to accessorize with after this add on!! I said excuse me but this is America and I will buy my stuff including my bike some fokking place else!!!
After the buyers sheet was written,I inquired what the $3000 accessory
package was.. Oh he says u don't live in Ocala and we don't
want u buying stuff from anyone else so u will have $3000
store credit to accessorize with after this add on!! I said excuse me but this is America and I will buy my stuff including my bike some fokking place else!!!
Road Captain
Joined: Jun 2008
Posts: 602
Likes: 0
From: Durban South Africa
I think you should write an official complaint to the MOCO and request an explaination, I think any HD dealer is duty bound to perform the service, however I would not take my bike back there as you never know what he might do to it. Tell all your friends and in the long run he might be another business that shuts down due to lack of support
Club Member
Joined: May 2007
Posts: 145,895
Likes: 821
From: 40 miles Northeast of Indy..
Cross that one off Ur list...
I've had 3 different dealer do my 1-5-10-15 K services..all within 45 miles of home..Nary a one of them said nuthing bout U didn't getter here..
I've had 3 different dealer do my 1-5-10-15 K services..all within 45 miles of home..Nary a one of them said nuthing bout U didn't getter here..
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Joined: Apr 2006
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From: The Burgh
I tell you what, if you don't want to do your maintenance yourself or you don't have time, find a good independent mechanic close to your house and have him perform it. Mine is cheap, professional, knowledgeable, meticulous and courteous. The local HD dealers will only touch my bike for warranty work, nothing else.