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What are your customers saying about how you treat them?

Liz Hochstedler, Managing Editor — Powersports Business
February 28, 2013

At our weekly PSB meeting the other day, the subject of customer service came up. As a magazine dedicated to informing and educating those in our industry on a variety of topics, including customer service, we’re especially aware of customer service hits and misses in our daily lives. The conversation... Read more »

What a customer hears — or doesn’t hear — on the phone

Liz Hochstedler, Managing Editor — Powersports Business
February 5, 2013

When customers call your dealership and get put on hold, what do they hear? Are they treated to an exuberant “Welcome to Joe Schmo’s Cycle, where we carry the greatest brands in town. Did you know most of our staff has been here 10 years or more, and they can’t wait to get you on your dream bike,”... Read more »

Don’t forget the importance of personal follow-ups

Liz Hochstedler, Managing Editor — Powersports Business
January 22, 2013

In the era of email, text messaging, Facebook and Instagram, it’s easy to get lost in our own impersonal worlds. Unfortunately, there are a lot of people I’d rather email than call, or Facebook rather than meet up with in person. But all this technology has made me appreciate personal touches even... Read more »

When faced with challenges, Power 15 dealers show innovation

Liz Hochstedler, Managing Editor — Powersports Business
January 8, 2013

Staying in business over the past several years has not been easy, yet some dealerships have found innovative ways to not only persevere through the hard times, but to actually succeed and better their business permanently. We at Powersports Business asked some of those dealers to be part of our inaugural... Read more »

How open are you about price?

Liz Hochstedler, Associate Editor - Powersports Business
November 29, 2012

“Price” can be a dirty little word. If it weren’t for price outweighing budgets, a lot more people would own motorcycles, ATVs, side-by-sides, snowmobiles and PWC. In fact, if it weren’t for price, I, along with a lot of other people, would own all of the above. Especially in a sour economy,... Read more »

Don’t forget to respond to your customers

Liz Hochstedler, Associate Editor, Powersports Business
November 13, 2012

We’re all busy, so it’s easy to forget things, but it’s often especially easy to forget to respond to questions. Customers will always have questions: What are you hours? What types of units do you service? What types of units do you carry? And then some. Obviously this information should be readily... Read more »

Once again, our industry knows how to step up

Liz Hochstedler, Associate Editor - Powersports Business
November 6, 2012

When a major earthquake and tsunami hit Japan in March 2011, our industry stepped up with financial donations and other types of support for those affected by the disaster. Following Hurricane Sandy, our industry has made similar moves. Ken Vitulli, general manager of Rocket Harley-Davidson in Madison,... Read more »

Is all of your inventory online?

Liz Hochstedler, Associate Editor - Powersports Business
November 1, 2012

I hear great things about pre-owned sales all the time. The unique, lower-priced used models fit better into the budgets of some customers, and they deliver high margins, dealers report. But who’s going to buy that merchandise if you don’t show it off? I was in a dealership a while back, and my... Read more »

Believe it or not, the holidays are right around the corner

Liz Hochstedler, Associate Editor - Powersports Business
October 2, 2012

There’s always a shock that comes when the air is still warm, yet retailers have already begun stocking for the holidays. Some, including Target, already had Christmas merchandise on the shelves in September. While you don’t have to set up a Christmas tree in your dealership yet, preparations for... Read more »

How do you know what your customers think if you don’t ask?

Liz Hochstedler, Associate Editor - Powersports Business
September 20, 2012

I’ll admit that I’m one of those people who will appreciate help at a store or a restaurant, have all intentions of emailing the manager about the clerk’s kind service, but get distracted and never remember to do so. Or, on the other hand, I’ll be so appalled by the service somewhere that instead... Read more »

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