druid
.040 Over
It seems that maintenance and service problems are pretty common with dealers (of all bike brands).
I have a dealer that seems to have a competent service group in whom I have marginal trust. Much of this might be my particular interactions and some bad luck.
As background, I have a 2006 Rocket II Special Edition with 25K miles, purchased on 13 April 2007. I have visited the dealer for service 4 times ( 600 mi, 10K, and 20K service intervals and a recent insurance estimate).
I have added a response to this to give more detail - just as a record.
My latest service experience resulted in an hour long discussion with one of the owners and the service manager. I had documented the service history and they seemed receptive to what I was saying but actions will convince me.
The crux of what I told them was that I do not doubt their competence but I have concerns about trust, transparency, and communication. I also expressed concern that there seems to be a pattern of these issues rather than an isolated case.
Preparing for and evaluating that discussion has led me to think that a statement by the Triumph owner community might be helpful to Triumph and their dealers to better focus on customer needs and expectations.
I think it is also helpful for us owners to consider what is really important to us and to establish a reasonable set of expectations by us from our dealers and service providers.
It seems that there are several issues ...
1. People who ride bikes tend to be passionate about it. As such, we tend to be more demanding and have higher expectations.
2. For Triumph, the dealer network is sparse, which traps us into using dealers and service departments we wouldn't use if there were choice. Conversely, the dealers have no incentive to improve.
3. In every business, trust and respect is paramount.
Harley Davidson is a great example of recognizing the value of a very important resource, their customers. I have added a response with my perception of Harley's customer focus.
Due to my personal, vested interest, I want to see a strong, trusted, and respected Triumph dealer network.
The better they are the more reliable my bike will be and the more I will get to ride it.
I do not believe dealer issues can be resolved without the full and committed support from Triumph.
I do believe that, as owners, we can influence the quality of the dealer network by carefully documenting problems, highlighting the positives, and clearly identifying what we need and want from that network.
I propose that we try to develop a list of expectations that we have of great dealers.
For example:
1. Always provide an itemized invoice for all work done. Parts and labor must be itemized - Warranty work must be itemized the same way. This demonstrates transparency and fosters customer trust.
2. Estimates for completion dates must always be given at the time the customer delivers the bike for service. This is also highly recommended at the time the customer schedules service for regular maintenance items. Should completion dates not be achievable, the customer should be contacted with a new date and an explanation for the change. This demonstrates a commitment to the customer and fosters customer loyalty.
3. Triumph must make it possible for dealers to quickly and easily check parts availability and order status. This demonstrates Triumph's commitment to the dealers and fosters a good brand image; this should be reflected in the customer.
4. Excessive delays must be compensated with pre-determined discounts and/or loaner bikes. This demonstrates a commitment to the customer and fosters customer loyalty and brand image.
The cost of ownership and service will always be an issue and should not be addressed as a Customer Service issue.
My primary focus is on creating a stellar reputation, when earned, for the Triumph dealer network.
If that happens, they should be able to add more dealers which will give us more choices, which will further drive customer service.
I've rambled on -
Your comments and suggestions concerning a "Customer Manifesto" are greatly appreciated.
I have a dealer that seems to have a competent service group in whom I have marginal trust. Much of this might be my particular interactions and some bad luck.
As background, I have a 2006 Rocket II Special Edition with 25K miles, purchased on 13 April 2007. I have visited the dealer for service 4 times ( 600 mi, 10K, and 20K service intervals and a recent insurance estimate).
I have added a response to this to give more detail - just as a record.
My latest service experience resulted in an hour long discussion with one of the owners and the service manager. I had documented the service history and they seemed receptive to what I was saying but actions will convince me.
The crux of what I told them was that I do not doubt their competence but I have concerns about trust, transparency, and communication. I also expressed concern that there seems to be a pattern of these issues rather than an isolated case.
Preparing for and evaluating that discussion has led me to think that a statement by the Triumph owner community might be helpful to Triumph and their dealers to better focus on customer needs and expectations.
I think it is also helpful for us owners to consider what is really important to us and to establish a reasonable set of expectations by us from our dealers and service providers.
It seems that there are several issues ...
1. People who ride bikes tend to be passionate about it. As such, we tend to be more demanding and have higher expectations.
2. For Triumph, the dealer network is sparse, which traps us into using dealers and service departments we wouldn't use if there were choice. Conversely, the dealers have no incentive to improve.
3. In every business, trust and respect is paramount.
Harley Davidson is a great example of recognizing the value of a very important resource, their customers. I have added a response with my perception of Harley's customer focus.
Due to my personal, vested interest, I want to see a strong, trusted, and respected Triumph dealer network.
The better they are the more reliable my bike will be and the more I will get to ride it.
I do not believe dealer issues can be resolved without the full and committed support from Triumph.
I do believe that, as owners, we can influence the quality of the dealer network by carefully documenting problems, highlighting the positives, and clearly identifying what we need and want from that network.
I propose that we try to develop a list of expectations that we have of great dealers.
For example:
1. Always provide an itemized invoice for all work done. Parts and labor must be itemized - Warranty work must be itemized the same way. This demonstrates transparency and fosters customer trust.
2. Estimates for completion dates must always be given at the time the customer delivers the bike for service. This is also highly recommended at the time the customer schedules service for regular maintenance items. Should completion dates not be achievable, the customer should be contacted with a new date and an explanation for the change. This demonstrates a commitment to the customer and fosters customer loyalty.
3. Triumph must make it possible for dealers to quickly and easily check parts availability and order status. This demonstrates Triumph's commitment to the dealers and fosters a good brand image; this should be reflected in the customer.
4. Excessive delays must be compensated with pre-determined discounts and/or loaner bikes. This demonstrates a commitment to the customer and fosters customer loyalty and brand image.
The cost of ownership and service will always be an issue and should not be addressed as a Customer Service issue.
My primary focus is on creating a stellar reputation, when earned, for the Triumph dealer network.
If that happens, they should be able to add more dealers which will give us more choices, which will further drive customer service.
I've rambled on -
Your comments and suggestions concerning a "Customer Manifesto" are greatly appreciated.
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