Kawasaki Dealership Bites the Dust

[desertdog]

Originally Posted by ponch

Lots of times a crappy customer service attitude can come out of crappy management and leadership.

I agree. I try to support local dealerships when possible, but have been driven against my will to do alot of on line buying just because of attitude.

When I go to a parts counter and they can't even figure out what part number I need, there is a serious problem.

And it seems prevelant. Some of the independant shops do pretty well, but the nearest Kawa dealer that seems to know what they are doing and actually gave me a decent customer experience is 45 miles and 3 other dealerships away.

[cactusjack]

The dealership I bought my Nomad from closed its doors about a year and a half later. In fact the 3 dealerships owned by the same outfit all closed up. There are 2 Kawasaki dealers in the South East Valley, which has a population of over 1 million people and includes Mesa, Chandler, Gilbert, Tempe, Apache Junction and Ahwatukee (an isolated part of Phoenix).

[desertdog]

CJ: Its too bad you live so far out in the boonies away from civilization. :)

[cactusjack]

Originally Posted by desertdog

CJ: Its too bad you live so far out in the boonies away from civilization. :)

Nah, I've got 3 HD dealers within about 20 miles of my place. I'm good to go.

[nomadtom69]

Got to keep them running

[bendusty]

I bought my 900LT and my 06 Nomad from Top Gear, when I bought the 900 in 06 they had a good staff and doing a great business. About 2 yrs ago they moved to new location and from that day they started going down hill losing employees and customers constantly. Customer service for the past two years was non existant. I hate to see anyone go out of business but it has been evident for a while.

[bendusty]

I bought my 900LT and my 06 Nomad from Top Gear, when I bought the 900 in 06 they had a good staff and doing a great business. About 2 yrs ago they moved to new location and from that day they started going down hill losing employees and customers constantly. Customer service for the past two years was non existant. I hate to see anyone go out of business but it has been evident for a while.
HIT THE WRONG BUTTON SORRY FOR THE REPOST....OLD TIMERS KICKING IN

[Top Cat]

There is an echo in here again.

[dank]

Originally Posted by Top Cat

There is an echo in here again.

No, you're just getting old and seeing double.

[dank]

Originally Posted by Top Cat

There is an echo in here again.

No, you're just getting old and seeing double.

[carolinakid1]

Yep, Cycle World guys next door to Top Gear, gave me some insights into some of the problems that caused their financial demise. No echo here, just hearing voices.

[blowndodge]

Too dam funny Dan!!

[Top Cat]

Originally Posted by blowndodge

Too dam funny Dan!!

Lets not encourage the childish behavior of some of the members Brad.

[RISTON]

Originally Posted by cactusjack

You're right, service and accessories is where they make the most profit. It's too bad most dealers don't understand the concept of service, and I don't mean just repairs and maintenance - I mean customer service.

Your so right; most dealers don't understand how to sell and how to compete with the internet. Price is just one component of the buying decision and in todays environment that compopnent comes directly from the prices quoted on the internet. Harley sales people are probably the worst since they're very arrogant and most people buying a Harley are going to buy regardless of price, or service because they want a premium priced icon. They really don't know why but they know somebody who had a Harley etc. Metric dealerships need to fully understand the demographics of their customers, the value of Customer Service and how to understand what their customers are looking for in terms of service, support, etc.

When I first bought a bike, I went to the Harley dealership and said: "I want to buy a Sportster". Thier response was not why I wanted a Sportster but rather here's what you want! Arrogant??? Did same thing in another state, 400 miles away; same response. If they would have taken the time to ask why and tried to understand a little about my intentions they might have made a sale. In three years now on my 2nd Kawasaki.

[ponch]

Originally Posted by RISTON

Your so right; most dealers don't understand how to sell and how to compete with the internet. Price is just one component of the buying decision and in todays environment that compopnent comes directly from the prices quoted on the internet. Harley sales people are probably the worst since they're very arrogant and most people buying a Harley are going to buy regardless of price, or service because they want a premium priced icon. They really don't know why but they know somebody who had a Harley etc. Metric dealerships need to fully understand the demographics of their customers, the value of Customer Service and how to understand what their customers are looking for in terms of service, support, etc.

When I first bought a bike, I went to the Harley dealership and said: "I want to buy a Sportster". Thier response was not why I wanted a Sportster but rather here's what you want! Arrogant??? Did same thing in another state, 400 miles away; same response. If they would have taken the time to ask why and tried to understand a little about my intentions they might have made a sale. In three years now on my 2nd Kawasaki.

It's a belief system too. When I was shopping for a bike, I went to a local HD dealer. Nice enough guy and not arrogant, but he didn't understand why I didn't believe. If you present a logic discussion, they get lost and have a blank stare. It probably falls under the "if I have to explain it you'll never understand" category, except this kid was really flummoxed, like Christopher Hitchens talking to a seminary student.