PowerSports Business

May 1, 2017

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MARKETPLACE 4xPro . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.4xpro.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 ABUS Mobile Security . . . . . . . . . . . . . . . . . www.abus.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Aegis Powersports . . . . . . . . . . . . . . . . . . . www.aegispowersports.com . . . . . . . . . . . . . . . . . . . . . . 35 AIMExpo . . . . . . . . . . . . . . . . . . . . . . . . . . www.aimexpousa.com . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Big Bike Parts . . . . . . . . . . . . . . . . . . . . . . www.bigbikeparts.com . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Comet Clutches . . . . . . . . . . . . . . . . . . . . . www.certifi edpartscorp.com . . . . . . . . . . . . . . . . . . . . . . 21 Club Car . . . . . . . . . . . . . . . . . . . . . . . . . . www.clubcar.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 CST Tires . . . . . . . . . . . . . . . . . . . . . . . . . . www.csttires.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 DragonFire Racing . . . . . . . . . . . . . . . . . . . www.dragonfi reracing.com . . . . . . . . . . . . . . . . . . . . . . . 15 EPI Performance . . . . . . . . . . . . . . . . . . . . www.epiperformance.com . . . . . . . . . . . . . . . . . . . . . . . 17 Floe International . . . . . . . . . . . . . . . . . . . www.fl oe-intl.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Hardline Products . . . . . . . . . . . . . . . . . . . www.hardlineproducts.com. . . . . . . . . . . . . . . . . . . . . . . 28 HISUN . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.hisunmotors.com . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Hydro-Turf . . . . . . . . . . . . . . . . . . . . . . . . . www.hydroturf.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 ITP Tires. . . . . . . . . . . . . . . . . . . . . . . . . . . www.itptires.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Lonski and Associates, LLC . . . . . . . . . . . . www.henrylonski.com . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Maxxis . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.maxxis.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 MBA Insurance . . . . . . . . . . . . . . . . . . . . . www.mbainsurance.net . . . . . . . . . . . . . . . . . . . . . . . . . 36 MotoLease Division . . . . . . . . . . . . . . . . . . www.motolease.net . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 National Powersport Auctions . . . . . . . . . . . www.npauctions.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Piaggio . . . . . . . . . . . . . . . . . . . . . . . . . . . www.piaggiousa.com . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Protective . . . . . . . . . . . . . . . . . . . . . . . . . www.protective.com/dealerservices . . . . . . . . . . . . . . . . . 7 QuadBoss . . . . . . . . . . . . . . . . . . . . . . . . . www.quadboss.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Rockford Fosgate . . . . . . . . . . . . . . . . . . . . www.rockfordfosgate.com . . . . . . . . . . . . . . . . . . . . . . . . 22 SBT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.sbt.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Seizmik . . . . . . . . . . . . . . . . . . . . . . . . . . . www.vialinkgroup.com . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Suzuki . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.store.suzukicycles.com . . . . . . . . . . . . . . . . . . . . . . 27 Wells Fargo Financial . . . . . . . . . . . . . . . . . www.cdf.wf.com/pb . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Yamaha . . . . . . . . . . . . . . . . . . . . . . . . . . . www.yamaha-motor.com . . . . . . . . . . . . . . . . . . . . . . . . . 6 Yuasa Battery . . . . . . . . . . . . . . . . . . . . . . www.yuasabatteries.com . . . . . . . . . . . . . . . . . . . . . . . . 19 Z1R . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.z1r.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 ADVERTISER INDEX www.PowersportsBusiness.com Powersports Business • May 1, 2017 • 39 CLASSIFIED ADS FOR SALE NORTHERN MINNESOTA'S Premier Power Sports Dealer. Sales/Service/Rentals w/ Impressive Lake Shore/ Real Estate Home. Multi Line Franchises, ATV, Snow, Marina. 5 Acres, Multiple buildings, 46 years same location. Contact: readytosale@yahoo.com has experienced poor customer service at some point. Remember to provide your cus- tomers with stellar customer service. This is an easy fix! Create a customer service class for all departments. Customer service is not just about a smile and being nice to the customer. There are many more areas in which your employees need to excel in order to provide excellent customer service. An example of a skill is listening. Listening and hearing are not the same, although many people believe they are. Another skill is the ability to read a customer's mood and respond appropriately. Do your research; create the course; or find a company that can come in and teach your employees. This type of training will pay off in the end. Offer unique services other dealers do not offer: A dynamometer is a great example of a unique service. The machines are expen- sive, yet many dealers see this as an invest- ment in their future. Do the research to see if your customers would like this option, or find out what other trends are happening. As customers come into the shop, survey them. Or do a mass email marketing campaign to survey your customers. Offer packages with a combination of services such as winterization, storage and summarization. Join forces with the entire service department to create unique services and packages that drive customers to your dealership. Certify your technicians: Certification of technicians is not only important to the OEMs, but it is also important to your cus- tomers. Customers want to be assured that the person working on their unit is qualified to do the work. Having certified technicians not only makes the customer happy, but it helps to decrease your liability. Certified technicians make fewer mistakes. Do you know what your technicians are doing? Really doing? Track their actual hours. Tracking actual technician time can result in more customer-paid labor. Start logging your actual technician hours; watch your techni- cians and revenue bloom. Increase your labor rate/time: How long has it been since you re-evaluated your labor rates? Labor rates can and should be updated on a regular basis. Research the going rate and adjust your rate accordingly. What about the number of hours you are charging on jobs? When was the last time you completed an audit in service? Review similar jobs for actual and billed hours. An audit will help you to discover if you are in a rut, or in the groove. Increase your shop supplies: Are you giving away services or fees? Many times shop supplies, storage fees, disposal fees and other fees are not entered onto the repair order. Using the national averages for shop supplies only, excluding warranty work, in 2015 you could have earned an additional (average) $2,095.17. In 2016, you could have earned an additional (average) $2,376.26. How can you prevent lost revenue from continuing? A sug- gestion is for the service manager to spot check repair orders to be sure that all charges are being applied prior to cashiering. Another sug- gestion is to consider rounding your shop sup- plies up to the nearest dollar. If a fee is missed, you're covered. Now is the time to step into the groove and spring forward into the busy season. Gather your departments and let them show you their creativity. Every person in your dealership counts and has value. Make this year your best year ever; clean, refine, train. PSB Paula Crosbie is the training development manager with CDK Global Recreation. She has been training and consulting with powersports dealers for 15 years. She can be reached at paula.crosbie@cdk.com or 801/519-7570. CROSBIE CONTINUED FROM PAGE 34 Grant, Florida. 11,000 sf on 1 acre across from water. High visibility location currently used as motorsport sales. $649,000. Call 321-266-9200

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