Customer Service...or lack of...

I may be to critical when breaching the doors of a Motorcycle dealership. I say critical because almost immediately I start to grade an establishment based on how they interact with me the customer. I have a mental list of shops I don't visit based on my experience unless I have to.

It seems that since the economic collapse, things have been going down hill in the area of customer service and sales. I might add that all of this is my opinion based on what I experience.

I understand that some business's had to downsize and many shops that grew to epic proportions during a great economy had no alternative but to make hard decisions. The thing that I don't understand is compromising quality in sales people and customer service.

In my mind, a sales person should be the front line as to product knowledge combined with true enthusiasm while being a good representative of the establishment. I hate to see a sales person sitting at there desk playing games on there phone or reading a book. There time would best be served reading about there product or making the place presentable. It is a job after all.

I stopped into my local Triumph dealership last summer to ask a tech question and was greeted by a salesman. He asked if he could help me. I replied, actually, I have a tech question and was wondering if I could speak to a service person or possibly a Tech. Uh.... no, the tech is busy and the service manager is out. Maybe you could ask me. Fair enough. I told him that I have a 2010 Tiger 1050 and I have some questions regarding the pipe that I was about to install. Before I could get the question out, he asked if my bike was fuel injected. I looked at him and said, really? You sell these things right? Ya, we have some pretty ones on the floor and maybe you'd be interested in a new model since your having problems with yours.

Really?

I would have thought the appropriate response would have been, Good question, let me see what I can do for you. Maybe write my phone number down along with the question so that the service manager or Tech could call me later with an answer.. Maybe go to the service dept to see if the tech was actually busy.

It seems that customer service is slipping away or at least in my area. It seems that more and more low effort individuals are working at customer service related jobs. Maybe it's just me.

There is nothing better than to talk to someone that is even more interested in what I need or want more than me. Teach me something! Inform me! It's your livelihood and it's my passion.

A Huge thanks to Alpinestars

A Huge plug goes to Alpinestars.com as they went way beyond the call for me. Two years ago, I purchased a pair of Aplinestars  Alpha Touring Waterproof boots from the now  out of business, Renton Motorcycle Store.

I contacted Alpinestars customer service via E-mail and explained my problem.  The boots were completely dry on the first rain ride at about 1200 miles. The second ride was about 300 rain miles and the boots were seeping water. On the third rain ride they were wet within twenty miles. I also explained that the boots were approaching two years old and that the Motorcycle store I bought them from was no longer in business. Could they please help?

It took a couple of weeks for a response but they sent information and packaging labels to send the boots back for inspection and replacement.

Well, that’s a couple of hundred dollars to the good and they just made an even better customer!

http://www.alpinestars.com/moto/footwear/alpha-touring-wp-boot.html#.UPH6iZDTnIU

Thanks again Alpinestars

I received my new Boots from Alpinestars with an invoice totaling "Zero" It's refreshing to know that there are still some businesses out there that care about there customers.  It used to be the Business motto in this country to have a lasting business and to have a loyal customer base.  They have me for sure!
Thank you again and I will happily shop Alpinestars again and again.

 

 

 

 

 

Meet the Wife

This is my wife Debbie standing high above Kieger Gorge in the Steens mountains in southeastern Oregon.
That day she rode with me on the Steens loop road and never complained once even when the going was rough. No suprise, It's the way she has always been. Always one to say, I can do it! and then she does.
She has and continues to be a win win person. Love you honey, I'm a lucky man.
She currently rides a 2012 Street Glide and has run the gambit of Motorcycles through the last 20 years.

This picture was taken on a trip to Glacier national park last summer.

Group riding tips

I have been asked many times about my thoughts on group riding and how it can be better. Generally people ask this question because they are new to group dynamics or have had a bad experience with it. I respond with, It's always about being responsible. First to yourself and then to the group.

I can't express how important it is to have your “contact information and medical information” on you.

Hey, things can happen and your peers can help you if they have access to your vital info.

Being responsible to yourself means being prepared and here are some do's and don'ts to help.

Before saying yes to a group ride, find out what type of riding will be done. You won't have fun if the group leaves you behind and they wont be happy waiting for you at every turn. The same goes for you being to fast for the group. Most groups have varying degrees of rider abilities and most of the time people settle into groups there comfortable with. ( This will take some time)

Now that you've decided to go, Do have your bike ready. “Full of gas”, tire pressure's checked and your bike in proper running order. If everyone is prepared at the beginning it makes for a smooth start for the day. Do know where you are going. Things happen, bikes run out of fuel, flat tires and Sometimes bad things happen and the group splits up. Don't be that guy or gal that has to rely on the group.

It does the group a dis-service to be late and unprepared.

Hopefully you can leave your Ego at home. A group ride is not a track day (well, most of the time) and it's up to you to keep yours in check. Do be responsible for whats in front of you. If everyone does, there is no need to worry about whats going on behind you. In my opinion, the term, “Ride your own ride” works best in a (I'll meet you at the end of the day ride) Riding your own ride generally means, don't get sucked into another persons pace or riding over your head.

Do have a great attitude and be aware of whats going on around you. At fuel stop's, be efficient and prompt. Make sure your not hungry and hydrate. All these things make for a smooth day.

Your place in the group is important whether your the leader or the last person. Most groups have a lead rider and a rider that runs in the back as sweep.(Both are no fun) The leader has to know the route, ride at a pace that is close to perfect and make lane adjustments that doesn't separate the group beyond repair. The sweep rider has the worst job getting stragglers rounded up and ride at a catch up pace to continue. One of my biggest issues in a group ride is keeping the group together in town traffic.

I always tell riders to close the gaps and don't lag behind. If your tight going through a town you end up a group leaving town and people aren't riding beyond there abilities to catch up.

Ride staggered and give distance.

Passing the leader? That's a sure fired way to screw the group up.

Tickets. If someone gets pulled over, don't stop. Continue down the road a way's and pull over in a large area and wait. In a large fast group, the last rider usually takes one for the team.

If a breakdown should occur, the group should do what is reasonable to help that person get what they need to get going or to get help. It should not be a ride wrecker. If the person that is broke is responsible, they will have a contingency plan to help themselves. The breakdown should be a minor inconvenience and the ride should continue.

In short, If your responsible, respectful, aware and alert, you will enjoy.

All of the above is only my opinion based on years of group riding.

Merry Christmas

Merry Christmas and a Happy New Year to my friends and family. I hope this year brings happiness and prosperity to all who seek it. 
I hope those who have Motorcycles get out as much as possible and enjoy. We have been surviving all these end of time dates so it makes me think maybe the real one might sneak up on us. We wouldn't want to get caught up in that driving in a cage.

Enjoy the Holiday's, Bob

Retired, now what?

That's right, I retired or something like that. I don't know what it really means to stop working so it seems right to work at something else. 35 years as an Ironworker is enough for anyone.

I don't know what I want to be when I grow up but it has to be different. It has to be rewarding but most of all fun.

I have been experimenting with different things but haven't found what I'm looking for. I know that that certain thing is out there but until it happens I'll keep trying different things.

Something Motorcycle related would be great but what?  One thing is for sure, I have time now for more travel and time to keep this Blog up to date. There may be randomness coming from these keys as I seem to be like a senior in high school wondering what my future holds. Sometimes I just feel lost.

Is there something I'm missing? Some kind of calling I'm not hearing? I had grand plans for the future but our state of economy pretty much took care of that.

I have developed a couple of Moto related parts and will introduce them in time with plans to sell online.

Excited  & Bewildered

Winthrop trip

We arrived in the old west town of Winthrop sometime in the mid afternoon. Having just been over the pass and both of us forgetting our heated gear, it was time for a motel and a cool drink. Our accommodations for the night is a wonderful little place called the http://www.hotelriovista.com/

Located at the east end of town, everything was just a short walk away. The room price was $105.00 + tax, not bad considering it's location and amenities. We shopped the local shops in town and played a few games of pool on our way to mexican food at the west end of town.

All in all it was a great day of riding and a really nice finnish that evening.

And the next day

We left Winthrop and headed toward Leavenworth wa.

http://www.leavenworth.org/modules/pages/index.php?pageid=1

On the way we road by Beebe Bridge camp ground on the Columbia river to check out a possible place to Dualsport camp later in the year.

What a nice camp ground. http://www.chelanpud.org/beebe-bridge-park.html The rest of the day was spent neandering around and eventually ending up in Leavenworth. We always love to stay at the Alpine Rivers Inn. http://www.alpineriversinn.com/ Great people, clean rooms, walking distance to town and on the river.

A cool ride home

The next morning it was time to ride home and weather seemed to be cooperating. Not!

Like most trips on the way home in the Northwest............Cold and wet.

We are home and the blog on the road didn't go so well. Blogger made some changes and I wasn't in toon with them. It's not Bloggers fault, it's entirely mine. Sorry, this was a terrible entry.