Product knowledge
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Product knowledge
I have been told that to be a manager in a H-D Service Shop that the person does not have to have any H-D qualifications or product knowledge. It is disturbing to me that a person who has run a car shop, never owned or ridden any kind of bike could be hired to run a H-D shop. Comments please .....
Grand HDF Member
Joined: Apr 2005
Posts: 4,022
Likes: 3
From: Hudson Valley- NY
RE: Product knowledge
I can't say that I've heard that before, but it sure would explain a lot. Follow some of the threads on this and other forums about how poorly some of the sales and service "advisors" are trained and it makes a lot of sense. Some people will tell you that sales are sales, but there sure is a lot of difference between selling appliances at Sears and Harley Davidsons or any other motor vehicle for that matter. I for one would not even deal with anyone who could not answer simple questions about their product, whatever it happens to be.
Extreme HDF Member
Joined: Jun 2006
Posts: 17,682
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From: Dallas, TX
RE: Product knowledge
I suppose if it were a very large shop, management could be clueless on how to actually 'do' stuff. Would seem to be the wrong way to do business, tho. Hard to improve anything when you do not know what 'normal' operations are.
Banned
Joined: Nov 2006
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From:
RE: Product knowledge
Doesn't suprise me.I worked at auto dealers for over 20 yrs.Do you think management and service writers know all about their products? Cause they don't.And are of course clueless when it comes to actually fixing them,with very few exceptions.They're biggest qualification is do you know how to run the computer,to start a repair order.
Extreme HDF Member
Joined: Apr 2006
Posts: 11,317
Likes: 11
From: Tucson, Az
RE: Product knowledge
When I hired people I was much more concerned about their attitude, courtesy, communication, people skills, etc. You can always teach a person techniques and procedure but you can't teach them how to provide good customer service.
I don't think it's important they know the answer to a question but it is important that they know where to find the answer.
I don't think it's important they know the answer to a question but it is important that they know where to find the answer.
Road Warrior
Joined: Jun 2006
Posts: 1,553
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From: Lebanon, Missouri
RE: Product knowledge
ORIGINAL: whaap
When I hired people I was much more concerned about their attitude, courtesy, communication, people skills, etc. You can always teach a person techniques and procedure but you can't teach them how to provide good customer service.
I don't think it's important they know the answer to a question but it is important that they know where to find the answer.
When I hired people I was much more concerned about their attitude, courtesy, communication, people skills, etc. You can always teach a person techniques and procedure but you can't teach them how to provide good customer service.
I don't think it's important they know the answer to a question but it is important that they know where to find the answer.
Milt--Aren't auto service writers paid on a commission basis?
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Outstanding HDF Member
Joined: Oct 2006
Posts: 2,263
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From: Georgia Mountains
RE: Product knowledge
ORIGINAL: whaap
When I hired people I was much more concerned about their attitude, courtesy, communication, people skills, etc. You can always teach a person techniques and procedure but you can't teach them how to provide good customer service.
I don't think it's important they know the answer to a question but it is important that they know where to find the answer.
When I hired people I was much more concerned about their attitude, courtesy, communication, people skills, etc. You can always teach a person techniques and procedure but you can't teach them how to provide good customer service.
I don't think it's important they know the answer to a question but it is important that they know where to find the answer.
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Seasoned HDF Member
Joined: Sep 2006
Posts: 25,962
Likes: 9,761
From: Montana & Arkansas
RE: Product knowledge
Dealerships are owned by independent businesspeople. The staff will have the skill sets that the owner wants them to, and can pay for. I've never had high expectations that the folks out front have tech skills, then I get pleasantly surprised when they do.
The shop techs had better be damn good or they won't ever even see my bike. The parts desk folks need to be able to always "match" correctly. If the salesperson is nuts about bikes, they'll do a good job. My dealer is doing well!
The previous bike was from a dealer that was probably OK back in the shop but the sales and mgmt. were pretty sad. I don't even glance at that dealership when I drive by it.
I strongly feel it is the customer's responsibility to set the expectations and make them known and then walk if a business doesn't perform.
The shop techs had better be damn good or they won't ever even see my bike. The parts desk folks need to be able to always "match" correctly. If the salesperson is nuts about bikes, they'll do a good job. My dealer is doing well! The previous bike was from a dealer that was probably OK back in the shop but the sales and mgmt. were pretty sad. I don't even glance at that dealership when I drive by it.
I strongly feel it is the customer's responsibility to set the expectations and make them known and then walk if a business doesn't perform.
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