Here's a letter I sent to the owner of this HD dealership. Copied the new HD CEO.
Self explanatory.
If you're in Joplin, check these guys out!!!
August 11, 2009
Mr. Scott Hutson
Cycle Connection
5014 Hearnes Blvd.
Joplin, MO. 64804
Dear Mr. Hutson,
I wanted to write and let you know of the great experience I had at your dealership.
While returning from Sturgis to my home in North Carolina I began to experience a problem with my 2007 FXSTC. The problem began on Wednesday, August 5. I had trouble getting the bike started. Once I was able to get it running I made my way to a HD dealership in a state to the west of you. They made an honest effort to help me. They checked my battery but were unable to find any problem so I headed for home hoping I’d make it and holding my breath every time I tried to start the bike.
On Friday, August 7, I stopped for fuel about 100 miles west of Joplin. The bike barely started and it was becoming increasingly obvious there was definitely a problem. I found Cycle Connection in my HOG Road Atlas and took off for Joplin. Since it was already late morning on a Friday I was hoping for the best - but fearing the worst.
It was around 1:30 pm when I arrived at your dealership and walked into the Service Department. I spoke with one gentlemen at the service desk (regrettably I didn’t make a note of his name) and I explained my situation and detailed the problem I was having. He asked me to pull the bike into the service area. Once inside, I met Chris Conrad and explained my situation to him. He said he would have someone look at the bike immediately to diagnose the problem. I WAS STUNNED!!! I fully expected a long, but totally understandable, wait in your customer lounge.
Within approximately 30 minutes Chris tracked me down while I was walking around your showroom and explained the problem was definitely a faulty battery. He went on to explain that he had sold the last battery in your inventory that would fit my bike the day before. My first thought was that I knew this was all going way too smoothly. But before total depression could set in, Chris explained he was going to “borrow” a battery out of one of the new bikes in your inventory in order to get me back on the road.
Within 1hour and 30 minutes of the time I rode onto your parking lot, Chris and your technicians had diagnosed my problem, gone “above and beyond” to find the needed battery, installed the battery, repaired some other bad wiring issues and put me back on the road home!
My only regret is that I didn’t think to get the names of all of your staff who helped me. I’m hopeful your Service Department records will enable you to identify and acknowledge each of them.
In short, I wanted you to be aware of the great job Chris Conrad and everyone else I came in contact with did for me, some one who is probably a one-time Cyucle Connection customer. My only regret is that geography makes it impossible for me to do all of my “bike related” business with Chris Conrad and Cycle Connection.
With people like Chris representing your company and the Harley-Davidson brand I sure you will prosper.
Please accept my thanks and my best wishes for your continued success!
Sincerely,
PS: When traveling I always enjoy stopping in HD Dealerships and looking around. I can honestly say yours is the nicest of all of the facilities I’ve visited.
cc: Chris Conrad
Chris O’Brien
Keith Wandell
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