It isn't that difficult - manage your service people, and pay attention to the customer.
Regardless of what you are SELLING, when it comes to customer service, the service department is where the rubber hits the road.
Or doesn't, as the case may be.
Cash in hand, I tried over the course of 8 weeks to get a collision-damaged bike fixed. I negotiated with several different people in service, called over 4 other area dealers parts departments to try to get 'back ordered' parts, and offered more several expensive alternatives to those parts when the staff at Boston HD was unwilling to work with me. Alternatives such as - HEY, if this part is "BACKORDERED" in aluminum, I WILL PAY the extra TWENTY DOLLARS to get the SAME PART IN CHROME, which you have in stock, right there, ON THAT SHELF. Or, HEY, that other part there, that you claim is backordered - why did you order it from an earlier model bike? In fact, my extensive research of your own parts system, which you apparently were UNABLE (or couldn't be bothered TO DO - shows several parts for the model year you are working on - right on your own shelf.
Why am I telling you what you have in your own inventory, and why am I telling YOU what model year the parts are supposed to be? And why do I have to tell you the same things again and again? Why, when you finally get a brief minute to speak to the customer whose bike has been in your shop for a month, can you not maybe make a note of the customers preference on the repair order? Good questions? I think so.
This dealership has worked on my bike several times since I bought it. IF they do get the parts correctly installed, invariably something else related to the repairs fails within a week of easy riding.in fact, within 2 weeks of their last - and I do mean L A S T - repairs - battery cables that were previously locked on place suddenly loosen and fall off. Primary covers that never so much as seeped a spot of sportrans - suddenly begin to leak. Turn signals fall off. A new tire looses air. Fasteners disappear. All of which, if your can bring the bike back in - they will be happy to look at and fix if they are liable for the problem... And all you'll have to do is leave the bike for another 2 weeks.
Avoid this dealership at all costs. If you do buy a Buell or Harley, GET YOUR WORK DONE AT AN INDY. I guarantee - Boston Harley Davidson Service will PISS YOU OFF and PICK YOUR POCKET, and laugh in your face while they do it.
A current wrench there has told me - New sales prep is the most important work they do. Now, since alot of this work is chrome and doodad addons, (saddlebags, sissy bars, stereos and forward controls) which pay big bucks, the manager views non-sale related work as unessential and the repair customers as second class. And rubs your face in it.
There'll always be more new customers who get suckered like this. But we can stop it if we try.
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