Hey Buzz Off Topic Discuss Hey Buzz in the Other Topics forums; Hey Buzz, I guess you aren't to happy with Nissan Motors??? Just a guess.......

[texan321]

Hey Buzz,
I guess you aren't to happy with Nissan Motors???

Just a guess....

[Buzz Kanter]

Originally Posted by texan321

Hey Buzz,
I guess you aren't to happy with Nissan Motors???

Just a guess....

So you got your subscription copy in the mail, hunh?

I like my old Nissan SUV but have to scratch my head about the way the company handles clients and future ex-clients.

I've already received a number of notes and PMs on this - all 100% in support of what I did.

[Rocky]

I guess I'll read it when the mag gets here.

[texan321]

To add you your comment about customer seervice - this is the tale of 2 Harley dealers....

1. this dealer is realitively close to where I live - it is never buse - nor friendly - never have anything going on - they just want your money and please don't bother them.

2. This dealer - is very customer friendly - it is about 35 miles away - great customer service and no matter when you go there - there is something always going on - it makes you want to be there - shop and hang around.... and on Saturday and Sunday - there are always a bunch of folks hanging around - spending money - talking - it is a stop on mst of the rides going Norht or Sounth on US A1A... good dealership. So when I want something - guess where I shop.

Dealer 1 - has the worst HOG group I have ever been involved with - their director never rides with the group - I believe I never saw him on a ride.....

Dealer 1 has a poor reputation in the serivce department - so a lot of folks don't go there unless it is warranty work - and it generally ends up in a mess........ I don't like the dealership and what you said about companies now days going out of their way for their customers - this is not heard of with this dealer... I truly don't see how he stays in business but it is what it is..................OBTW - he has a couple of other dealerships out of state - I have been to those - they are much better that is on..........

OK now I feel better

[Buzz Kanter]

Originally Posted by texan321

To add you your comment about customer seervice - this is the tale of 2 Harley dealers....

1. this dealer is realitively close to where I live - it is never buse - nor friendly - never have anything going on - they just want your money and please don't bother them.

2. This dealer - is very customer friendly - it is about 35 miles away - great customer service and no matter when you go there - there is something always going on - it makes you want to be there - shop and hang around.... and on Saturday and Sunday - there are always a bunch of folks hanging around - spending money - talking - it is a stop on mst of the rides going Norht or Sounth on US A1A... good dealership. So when I want something - guess where I shop.

Dealer 1 - has the worst HOG group I have ever been involved with - their director never rides with the group - I believe I never saw him on a ride.....

Dealer 1 has a poor reputation in the serivce department - so a lot of folks don't go there unless it is warranty work - and it generally ends up in a mess........ I don't like the dealership and what you said about companies now days going out of their way for their customers - this is not heard of with this dealer... I truly don't see how he stays in business but it is what it is..................OBTW - he has a couple of other dealerships out of state - I have been to those - they are much better that is on..........

OK now I feel better

Well, don't know if it is true or not, but I ma hearing rumors that Harley-Davidson is looking into the possibility of shutting down some of the existing "under-performing" dealers. We have to wonder if this will happen or just a rumor.

[texan321]

in franchising - it is a term that means - you need to get rid of the dead weight - it strengthens the brand - helps increase sales at the better dealers and get rid of dealers that cause more problems than the company gets in return - read royalties.......

[BaggerDad]

Good column as usual.

[Tbone]

Originally Posted by Buzz Kanter

Well, don't know if it is true or not, but I ma hearing rumors that Harley-Davidson is looking into the possibility of shutting down some of the existing "under-performing" dealers. We have to wonder if this will happen or just a rumor.

The problem lies in defining underperforming. What is underperforming to the consumer, us, may not be what is considered underperforming to the MOCO.
I think there may be opposite definitions.
We see underperformance as refusal to perform warranty work, poor service that deflects us to perform our own work, and failure to recognize that we just dropped a bundle on a machine and expect to be treated as a customer.
These things probably cost the bottom line of the MOCO money and a dealer that participates in customer service and loyalty may be the underperformer to the MOCO.
Irony at it's best.

[Whopper]

If H-D operates the way the auto company I worked for regarding dealership performance, warranty work had no impact on the dealer if it was justified. We kept the "bad" parts for the company rep to see if he wanted. The warranty paperwork charged the cost back to the plant and or the part supplier via the plant. An dealer performance was measured over a number of factors like new vehicle sales, parts sales and dealer profitability. If a dealership wasn't making money it would start to cut corners and disgruntled customers resulted.

[texan321]

Under performing - is generally generated sales revenue - appearance of the store - cooperation with the company on sales initiatives and playing well with others. But the biggest factor is generated revenue.....always will be...