The Ultimate Spyder / Ryker Dealer

[PMK]

Ok, so 99.9% of the comments about dealers are negative in some way.

Let’s toss this out and see how the replies go.

If you could have the ultimate dealer to be your dealer, what key points would they need to fulfill in order to be the ultimate dealer.

Before you make a reply, consider that while we all want every part on the shelf, that investment is unrealistic, BUT having your parts in a few days is acceptable.

So what does it take, awesome sales people, awesome parts people, awesome techs, quality service, low prices, friendly staff, common parts in stock?

 

[Lew L]

I'll start it off with 2 things. Good dealer prep!!! Mine had to have both front tires and rims replaced. It was done with out question or drama. Second: my dealer WILL put on any tire I bring in.:clap:

Lew L

 

[Tango]

Sales, parts and service training! Not all dealers send, or educate the people involved with Spyders. MOUNT CAR TIRES! For Christs sake. It isn't rocket science. "J" style rims mandate tires with a car style bead to mount on the rim. More realistic service prices. Especially for an oil change. Allowing test rides should be mandatory!:thumbup: Tom :spyder:

 

[EdMat]

A dealer that actually sells the quantity of Spyders needed to have a well staffed service department.

A service department that believes in getting the unit in, diagnosing the problem and ordering parts, not letting it set out back for 3 or 4 weeks then taking the first look at it.

A service department that does enuff service work that a simple oil change can be done on the same or worst case next day, not set out back for a week so that the customer gets fed up and does it himself.

 

[cueman]

Stop service department personal from saying “we could not duplicate the noise, there for we can not fix what we can’t duplicate”, even though you have multiple videos duplicating the sound and dash videos showing all elements of information, in my case the whistling fuel pump noise. And no they didn’t fix it, and yes it is out of the factory one year warranty. I’m so sick of incompetence! :gaah: cueman

 

[LifeLongRider]

A service department that believes in getting the unit in, diagnosing the problem and ordering parts. A service department that does enuff service work that a simple oil change can be done on the same or worst case next day, not set out back for a week so that the customer gets fed up and does it himself.

Excellent point. The last time (and only time) I took mine to the dealer was for the first oil change (just to get it on the books). I had a service appointment and yet they kept it for over ten days - sitting out back in the sun and rain for ten days! To say I'm not happy with my selling dealer would be an understatement. They lost a customer over it.:gaah:

 

[ARtraveler]

IMO, its all about the service after the sale.

Knowledgeable people all around would be good, but we know what we get, starting with the sales staff.

I dealt with the same Spyder dealer for 11 years. He started the program in AK.

I studied the product well. Bought five new ones from them over the years, as well as five kawi's. When it came to product information, I knew way more about the product than their sales staff combined over the years. And, a couple of them were there for over 6 years.

SERVICE, SERVICE, SERVICE is what a dealer that is going to excel needs.

First and foremost...set up is key. I will say that all five I purchased from them were fine from the get go. #six, I purchased from my new area and that also arrived set up well.

Ongoing service is the next key. In the beginning, the techs were trained and had the BRP schooling. The first five years of my experience were great. I had no issues or problems. As time went by, the service got less than desired.

Dealers should be willing to make service appts. and stick to them. No one wants to be told to drop it off and "we'll get to it when we can." A two week wait to look at it, is shameful, IMO.

I can understand the parts inventory thing. A dealer can literally spend thousands on shelf stuff. Today's shipping options with Next Day Air, Second Day delivery etc., can go a long way to helping that situation...as long as the main warehouse has the stuff.

Dealers also need to be willing to "prioritize" a bit. Someone on a road trip, should be moved to the head of the line so they can get back on the road timely. In 2015, when the NtA group visited AK, their needs were promptly taken care of by the dealer. They were on a schedule, and having to wait two days to a week, would have been out of the question.

In the early days, the computer went out on the 09. They took one off of a showroom unit to get us back on the road right away. Sadly, that was not the case in later years.

It's a tough business to be in for smaller dealers. One of the reasons, IMO, that the survivors seem to be multi line dealers. Just not enough Spyder sales and service to make a Spyder only business be profitable.

I currently have more choices...but it remains to be seen which dealer will become the go to one. I am inclined to the service oriented ones though.

 

[Navydad]

I guess I am in the minority here, but I like my dealership. I got a great deal on a 2015 RT after the 2016's hit the showroom. Salesman was knowledgeable about the products they sell (Honda, Suzuki, Can Am). My Spyder didn't need an alignment, they do laser alignments there, it needed nothing adjusted, replaced, or repaired. I do my own work, but I did let them do the first oil change and inspection. They had a checklist of what they had done including a couple of updates with BUDS. It cost me $127 and that included everything. Tech said you bring the tire of choice and we will mount and balance it. "A buck is a buck and we're not turning away business." They don't stock a lot of parts or farkles, but who does? I can get filters, oil, and other maintenance items for a good as price as I can anywhere else. Like many dealerships in southern Ohio their bread and butter is in four wheelers and side by sides, but they don't put the Spyders or two wheelers on the back burner to wait forever. I have been riding and buying in southern Ohio for 50 years and I know most of the dealership folks personally and wondered if I was getting the "buddy" treatment, but after a bit of nosing around I found out that I wasn't being treated any better than anyone else who bought a bike or has service done. Southeastern Ohio is an area where yearly incomes aren't much to brag about. Folks tend to watch where every dollar is going and they expect good value for their dollar. They seem to realize that at this dealership and they do what it takes to keep your confidence and your business. I have heard a few folks complain, but you will always have that no matter what you do. I would buy another bike there if I was in the market. Not a much better :thumbup: than that.

 

[JeffandLori]

some people want to pay lawn and garden service price and complain that they get what they pay for.
Having some respect for blue collar work would go along ways for a dealer to pay for training and tools for qualified people.

 

[Cruzr Joe]

Knowledgeable sales staff

Decent shop time and prices

Someone to talk to when you have a question about your Spyder/Ryker

I am with Bradford Marine in Arkansas as a Spyder Specialist (by no means an expert) and I will do my best to help you with any Spyder problem for any unit bought at one of our locations.

Will also try to help with units bought elsewhere.

Cruzr Joe 501 580-5595

 

[Bfromla]

Knowledgeable sales staff

Decent shop time and prices

Someone to talk to when you have a question about your Spyder/Ryker


I am with Bradford Marine in Arkansas as a Spyder Specialist (by no means an expert) and I will do my best to help you with any Spyder problem for any unit bought at one of our locations.

Will also try to help with units bought elsewhere.

Cruzr Joe 501 580-5595

:2thumbs::firstplace: Happy Bradford customer here:clap: got mine from the Texarkana location, they have been quite helpful.

 

[PMK]

The topic, I worded it and started the topic, hoping to avoid the negative remarks / experiences that sadly many have dealt with.

Some of the replies gave great answers.

The topic focus is what key points would make for an awesome dealer?

Please refrain from any negative experience stories or the my dealer XXX is awesome.

If your dealer is awesome then why?
If you do not have a great dealer, what does a dealer need to do or be to gain that great status?

 

[PMK]

I'll start it off with 2 things. Good dealer prep!!! Mine had to have both front tires and rims replaced. It was done with out question or drama. Second: my dealer WILL put on any tire I bring in.:clap:

Lew L

Dealer prep is typically something you pay for, agree, it should be accomplished by an experienced person and done correctly.

 

[PMK]

Sales, parts and service training! Not all dealers send, or educate the people involved with Spyders. MOUNT CAR TIRES! For Christs sake. It isn't rocket science. "J" style rims mandate tires with a car style bead to mount on the rim. More realistic service prices. Especially for an oil change. Allowing test rides should be mandatory!:thumbup: Tom :spyder:

Well Tom, Sales, Parts, and Service Training is a wide encompassing request. Agree it is needed in some dealerships.
As for the car tires, some shops have their own policies that owner supplied parts will not be installed. Why they do not stock car tires or are willing to order them and install them may be a liability they do not deem worth the risk.

 

[PMK]

A dealer that actually sells the quantity of Spyders needed to have a well staffed service department.

A service department that believes in getting the unit in, diagnosing the problem and ordering parts, not letting it set out back for 3 or 4 weeks then taking the first look at it.

A service department that does enuff service work that a simple oil change can be done on the same or worst case next day, not set out back for a week so that the customer gets fed up and does it himself.

Agree with this in many ways. Two points of focus, some areas simply do not have talented motorcycle techs. Secondly, shops almost always are flat rate based in how the techs are paid. Unless the tech sees a Spyder as an easier way to make money, most experienced techs have no interest in working on Spyders.

 

[PMK]

Stop service department personal from saying “we could not duplicate the noise, there for we can not fix what we can’t duplicate”, even though you have multiple videos duplicating the sound and dash videos showing all elements of information, in my case the whistling fuel pump noise. And no they didn’t fix it, and yes it is out of the factory one year warranty. I’m so sick of incompetence! :gaah: cueman

That fuel pump noise I am familiar with.

Sadly, your mentioning that No Fault Found or Could Not Duplicate Problem is not just about Spyders. Every industry that turns a wrench or works on electronics uses that as a crutch signoff.

Myself, I do not have a best answer. Yes the machine should be repaired to the customers satisfaction. Unfortunately, in this case if a new fuel pump were installed under warranty or not under warranty, and the noise remained. Would you as the customer be willing to pay the bill. Very possible Can Am would not cover the claim as warranty. No dealer or tech should lose revenue in a situation like this.

 

[PMK]

Excellent point. The last time (and only time) I took mine to the dealer was for the first oil change (just to get it on the books). I had a service appointment and yet they kept it for over ten days - sitting out back in the sun and rain for ten days! To say I'm not happy with my selling dealer would be an understatement. They lost a customer over it.:gaah:

Service in a timely manner is absolutely a serious problem in the motorcycle industry. If nothing else, a dealership should have some form appointment based routine service work. Accomplished that day in a timely manner. This they could easily learn from the automotive industry.

 

[PMK]

some people want to pay lawn and garden service price and complain that they get what they pay for.
Having some respect for blue collar work would go along ways for a dealer to pay for training and tools for qualified people.

If I understand your words, it focuses on customers needing a realistic acceptance of a shops hourly rate?

Truly a difficult topic. The root though is not always the actual rate, but more so the value of that rate. Without question, there will always be bottom feeders that deem any shop rate excessive. On the opposite end often motorcycles may be simply toys for wealthy people. Value is that middle ground where the shop has a quality and honest technician that correctly accomplishes the task in a reasonable or flat rated time.

I made other comments regarding techs. To say it again, not all techs want to expand beyond the machines they already know and easily make money working on. Add to this the amount of true talent available in the industry. A shop does not alter the shop rate based on the techs ability. Very difficult topic in many industries besides powersports.

 

[PMK]

If I were searching for a dealer, these would be on my list.

The way I am greeted each time I enter, regardless if I am there to look at a new unit, get service or buy a part. A dealership is often many individual departments, and each department MUST meet and greet every customer in a way to make them feel welcome.

Knowledge. Each of those individual departments requires that even a basic knowledge of the product AND the persons ability to help promote the product by, when needed, get a better person to help the customer.

A customers time is important. Not that a customer needs fast food quickness, but quality sales, service and even parts in a reasonable time and on time delivery or excellent communication makes each customer important.

Listen to the customer before entering the true conversation. Whether parts, service or sales, take moment, understand your customer, then offer a quality answer or fulfill the request. People skills is huge to keep a shop alive with a good reputation.

There is more, but none of my words go beyond acceptable people skills. I do believe, any dealership that embraces some form of people skills will offer better everything to each customer, and ironically, even treats their workers better which does go a long way.

My final thought, to be a great dealership, they almost need to have a go to person, a customer liaison of sorts, to get between the customer and the customers issue if an issue arrises. This is the person that finds the answer to why the repair is days late ans smooths it with the customer. Why is my warranty claim being denied. My paperwork is not here... and even more. That person would basically generate no revenue directly, but indirectly would or could generate so much positivity towards a dealership that their salary would come back many times.

Just some simple ideas. Yes, I did work in a quality dealership in the past, and have been a longtime aircraft mechanic on private and corporate aircraft. You will never keep every customer happy, but striving for it makes a huge noticable difference.

 

[Rob Rodriguez]

In my opinion a successful dealership for any product is successful because of great customer service. My dealer doesn't stock a lot of parts (they have the common stuff), they don't have the cheapest hourly service rate and they will negotiate only slightly on pricing for new unit sales. But....they know me by name and I only visit a few times a year. Sometimes they have same day turnaround while I wait. I can call at 8:00am, ask for an oil change appointment or tires and they will tell me to bring it in that morning and I can wait for it (I live 1 hour from the dealership)......seriously..true story. If you buy new units there you get 15% off parts/accessories. When I leave there I feel confident work has been performed correctly. If I need something I feel good about asking for their help/service. They are knowledgeable and treat me well. They aren't perfect but with great customer service people are much more willing to overlook other flaws. That's what makes a dealership successful in my opinion.

On the flip...another brand powersports toy I have gets serviced at a different dealer. That dealer is also an hour drive. Their service work is OK..not great but decent. But their facility is dirty, over crowded and has VERY minimal parking. The staff acts like they could care less if you are there and they are not knowledgeable at all. When I have to go behind the counter to look up the parts I need in the computer for them there is a serious problem. The best way to describe this dealership is chaos. I go out of my way to avoid this dealer. I only go there if its a warranty item or I can't fix the problem myself. They also offer the 15% discount on parts/accessories but I'd rather order online and pay more. If their customer service was better I could over look some of the short falls but its not. Honestly I have no idea how this dealership stays in business.