Here is an awesome customer letter we received!
All too often a good experience with a business goes by unnoticed. I'm not sure what's happened to customer service in today's business world, but I for one feel the standards have not improved over the past several years. Those are the very sentiments that compel me to write this letter, I rarely take the time to do.
This past year I've had the privilege of dealing with your dealership on several occasions. I'll start with Jeff Quinn in service. Jeff walked this new Harley-Davidson motorcycle owner through winter storage, 1000 mile service and some extra fitment and cosmetic work done to my Road King. He was professional, knew my name every time he saw me and was always pleasant. Jeff called me so I could come down and advise your mechanics where I wanted the new handlebars placed for proper fit. then about a week or so later, Jeff called me when it was complete to ask if I wanted to come down and take a look at it. I recall talking with Jeff about braided cables and the look I was after. After deciding on a brand, Jeff found out there was an issue and offered a different maker so everything would match exactly rather than have two brands with slightly different finishes. He didn't know it at the time but I would have been very upset with that option. Jeff's attention to detail and consistency is what sets this seemingly mundane experience apart and elevates it to fantastic customer service.
Jeff then told me about a service clinic your dealership conducts for owners. I attended, had a great time and found it very valuable. I was impresses that it was not merely a clinic on an oil change. Your mechanic did an outstanding job and was very open to questions. ( I attended the February 23, 10:00am Tour model clinic.)
On another occasion I asked Debby Phalen for some help in Motorclothes. I asked of Debby the near impossible. I was looking for a Bulova watch that was a 2010 model only I didn't know it was a 2010 model when I asked. Debby didn't just tell me you didn't have one. Instead, Debby took my name and phone number. She said she would send a message out to her area Rep trying to locate an unsold watch at another dealership. Debby told me she would call me back in a few weeks to let me know the results. Guess what...she called back! No, she did not find the watch. But she called me back like she said she would and I was quite impressed.
Then, there's you. You wouldn't know me but now I know you. On the occasion I came down to your dealership to see my completed Road King, I was coming up from the basement with Jeff. We walked through the shop area and you were walking by. You said, "Hello," asked me how I was doing and if I needed anything. Jeff later told me you were the owner. Unreal. I'm a new Harley-Davidson owner, one who waited nearly 20 years to finally buy my own. I've visited dealerships literally from Wisconsin to Colorado to Florida and everywhere in between. I can tell you from my experience, you've done quite well. The best part of this story is, I didn't buy my motorcycle from your dealership. Clearly, it made no difference and for that, you have my business from here forward.