NEWS

ONE IN SEVEN DEALERS DOESN’T SUCK

Shopping For A Motorcycle Online… Last week I went online to shop for a motorcycle. Contacted 7 dealers through #cycletrader and here is a quick recap of how they did:

1-I received an email from a sales person and a manager within 5 minutes both requesting me to make an appointment to come in. I responded to the sales person on two separate days and they never responded to either.

2-Never responded via email. Salesperson left me a voicemail and then never reached out again.

3-Email auto response confirming my lead. No contact from dealer ever. I went on this dealer’s website and filled out a “contact us” form. Nobody responded.

4-Emailed auto response confirming my lead. No contact from dealer ever.

5-Emailed auto response confirming my lead. Salesperson emailed me a few hours later. I responded and then never heard back.

6-Emailed auto response confirming my lead. No contact from dealer ever.

7-Received email from a sales person. We emailed back and forth a few times and I determined this was not the right bike for me and thanked him for his time.

This is not rocket science… and this is not acceptable.

Raphael Borenstein, J.D. Power Via The Internet

P.S. I am not a fan of auto responses to leads, but it’s not the end of the world to let a customer instantly know their inquiry was received. But it HAS to be followed up with a personalized response from somebody at the dealership within a reasonable amount of time during business hours or you lose all credibility. If a sales manager is not monitoring and auditing their CRM activity, to see what his/her sales team is doing, then how exactly is he/she spending their time?

It is not rocket science. It is not acceptable. Dealernews was linked into this thread on LinkedIn along with Robert Pandya, Elvis Vaughn and several other industry professionals. Coincidentally Fran O’Hagan was in the process of releasing the latest industry report card on how dealers did when it came to responding to online queries. Even the best in the business only seemed to get it right about half the time. See page 36 for the results of Pied Piper’s virtual mystery shopping expose.

ARROGANCE VS. IGNORANCE

I have come to believe that the arrogance we have within this industry will be its ultimate downfall. In a culture where service is important, where community is a corner stone, and where advocates are the most critical marketing tool, the level of pathetic sales and service in motorcycling can’t be excused.

There are lots of dealers who really suck. And if you take offense to that and don’t secret shop your own dealership, your dealership may in fact really suck. Hoping you do not suck is not an action plan.

Time to fix it.

Robert Pandya. Owner SpokesPeople LLC. Georgetown. TX DISHEARTENING AND DIFFICULT TO BELIEVE

Wow, Raphael!! That’s disheartening and a little difficult to believe. One, maybe two dealers dropping the ball? That wouldn’t surprise me, but 6 out of 7? Sadly, and primarily due to COVID, dealers are experiencing record breaking month after record breaking month. Inventory levels are likely the lowest they’ve been in the last 20-25 years, across all brands and all segments.

I’m going to guess (and it’s strictly a guess) that the dealers are not placing the same emphasis on an Internet lead that they maybe did 15-16 months ago. I wouldn’t be surprised if the general attitude in those stores is, “If he’s serious about getting a bike, he’ll walk through that door. Let’s focus on the walk-in traffic, and the rest will fall into place.”

What happened to doing business the way the customer wants to do business? In March/April of 2020, dealers were practically begging customers to initiate their inquiries online. Fast forward 12 months, and those same dealers are too overwhelmed to even connect with you?

Kevin “Elvis” Vaughn, Talent Search Director Action Recruiting. A SearchPath Company Bristol, TN

SOUND OFF!

Dealernews is indeed back. Join in the conversation via e-mail:

Editor@dealernews.com

Check us out on Instagram: https://www.instagram.com/

dealernews/

Like us on Facebook: www.facebook.com/DealernewsFan/ Follow along on Dealernews.com Tune into the new YouTube channel: www.youtube.com/

channel/UCZE6q4gQ5EIz0nOX4WaXw1w

TARIFF TALKS CONTINUE

From a full page ad in the Wall Street Journal to headlines from ACEM (Association des Constructeurs Européens de Motocycles – The Motorcycle Industry in Europe), the Tariff troubles are getting headlines on both sides of the pond. Most recently ACEM and USMMA (United States Motorcycle Manufacturers Association) issued a joint statement calling on European authorities and the US Administration to solve their differences without unduly impacting motorcycles.

Motorcycles will become collateral damage in the trade war if things don’t change before the June 1,2021 deadline. So far a coalition of 88 European and American associations have written to European Commission President von der Leyen and United States President Biden, supporting a suspension of the retaliatory tariffs within EU-US ongoing trade disputes, hitting unrelated sectors. “This development confirms the urgency to suspend all additional tariffs on unrelated sectors, to avoid damaging escalations,” says Antonio Perlot, ACEM Secretary General. “We call upon the European Commission and the new US Administration to restart a positive transatlantic trade dialogue. We continue to strongly support a return to reason and for both parties to find a solution.”

The appeal by industry is made once again to build on the positive momentum of the suspension of tariffs imposed in connection to the World Trade Organization (WTO) disputes concerning civil aircraft subsidies for four months as the Boeing vs. Airbus battle escalates. The call is also made to overcome differences within the steel and aluminum trade dispute. Ultimately, the Coalition wishes a return to a positive, reciprocally rewarding transatlantic relationship, supporting economic growth and benefiting producers and manufacturers, their distribution partners, importers and consumers, and all associated sectors.

ACEM and USMMA join the call, as the motorcycle sector has repeatedly been unduly targeted within the EU-US trade war escalation over the past few years. US motorcycles are heavily impacted by the EU rebalancing measures devised in response to the US decision to impose a 10% tariff on European aluminum products and a 25% tariff on European steel products back in June 2018.

Under Commission implementing regulation (EU) 2018/886, a list of US products, including motorcycles above 500cc, have faced additional duties when entering the EU since June 2018. As of June 1, 2021, European authorities are expected to double these additional customs duties, which will impose a 50% tariff on US-made motorcycles above 500cc.

12 WAR OF WORDS HEATS UP

In the face of the impending tariff troubles, Harley-Davidson CEO Jochen Zeitz took to the Wall Street Journal to voice Harley’s response. “We won’t be pushed out of free and fair trade or give up our freedom to ride.” The full page ad ran May 11th and explained MOTORCYCLES HAVE NO PLACE IN THIS TRADE WAR.

“Harley-Davidson just launched Pan America, the most competitive Adventure Touring motorcycle on the market today. Now the EU is imposing a 56% tariff on all our bikes from June. European motorcycle manufacturers are subject to significantly lower U.S. import tariffs of 2.4%. This punishes Harley-Davidson and our European customers and dealers, in a trade dispute over steel and aluminum which is not of our making.”

Looping into ACEMs efforts overseas, Harley’s ad concludes, “88 European and American associations agree with us. Remove the tariffs.”

HARLEY-DAVIDSON CERTIFIED PRE-OWNED

H-D CPO Is Not A Star Wars Character

In addition to the tariff turmoil and splitting off LiveWire as a virtual stand-alone operation, The Motor Company announced details of its much anticipated certified pre-owned vehicle program. H-D CPO is not a Star Wars character, but a strategic business move from Harley-Davidson to enhance customer experience… and more importantly give dealers access to something to sell during the COVID-caused inventory issues.

“H-D Certified is a strategic effort to strengthen our competitive position and is part of our new approach to the used motorcycle marketplace, aligned to the strategic priorities of The Hardwire, while supporting growth,” explains Harley-Davidson chairman, president and CEO Jochen Zeitz. “We believe this program will drive Harley-Davidson desirability and enhance the overall customer experience, allowing more riders to have access to our motorcycles and provide them with an added level of confidence in their purchase.”

The terms: Each Harley-Davidson Certified™ pre-owned motorcycle will be subjected to a comprehensive 110-point quality-assurance inspection by certified Harley-Davidson technicians. Dealers will also verify that the pre-owned motorcycle has no open recalls or a blocked VIN, has not been in a major accident, and that all scheduled service is up to date. Harley-Davidson motorcycles eligible for the program must be no more than five model years old, have less than 25,000 miles of use, and not contain aftermarket modifications to the engine or transmission, or major chassis or electrical modifications.

A Harley-Davidson Certified pre-owned motorcycle will be sold with a 12-month limited warranty on the engine and transmission. Each Harley-Davidson Certified motorcycle sale also includes a complimentary one-year membership in H.O.G. (Harley Owners Group), with standard member benefits like roadside assistance. Special financing rates and programs will also be available through Harley-Davidson Financial Services to qualified customers.

AMA VMD OAS IS A BFD!

Mert Lawwill Named Grand Marshal For AMA Vintage Motorcycle Days

Coinciding with the 50th Anniversary of On Any Sunday motorcycle racer turned movie star Mert Lawwill has been named Grand Marshal for the 2021 AMA Vintage Motorcycle Days. The epic event is set for July 23-25 at the Mid-Ohio Sports Car Course in Lexington, Ohio. AMA Vintage Motorcycle Days 2021 will also feature a special screening of On Any Sunday, bringing back the excitement and joy of riding to young and old who attend.

“I’m excited to experience all the vintage stuff happening at MidOhio this July,” Lawwill said when invited to attend, “and honored to be chosen as the event’s Grand Marshal — especially since the AMA will be celebrating Bruce Brown’s On Any Sunday moto documentary during VMD weekend! Being involved in that film was a great experience and reliving some of it this July will be fantastic.”

Lawwill, an AMA Grand National Champion (1969), won his first AMA national at the storied Sacramento Mile in 1965, the first of his 15 career wins. In 1969 he was voted the AMA’s Most Popular Rider of the Year, and he was inducted into the AMA Motorcycle Hall of Fame in 1998. Beyond his racing success, Lawwill is perhaps best-known for his featured role in Bruce Brown’s legendary 1971 moto documentary which chronicled his bid to defend his AMA Grand National title throughout the 1970 racing season.

“Mert Lawwill is a beloved figure in motorcycling,” said AMA Editorial Director Mitch Boehm, “for his racing career as well as his role in motorcycling’s all-time favorite movie. Having Mert there to celebrate the magic that Bruce Brown created 50 years ago will be a thrill for everyone involved.”

This year marks the 50th anniversary of the classic movie, and the 2021 AMA Vintage Motorcycle Days event will feature an On Any Sunday theme to celebrate the beloved documentary. Along with having one of the movie’s stars, Lawwill, as Grand Marshal, Lawwill’s Harley-Davidson dirt tracker and a Husqvarna Malcolm Smith rode in the movie will be on display, along with other movie memorabilia.

The 2021 AMA Vintage Motorcycle Days event will also feature all the vintage-oriented happenings classic-bike fans love about the event, including off-road and road racing, Hall of Fame activities, the legendary swap meet, and more.

SIMULCAST SOFTWARE FACILITATES MOBILE BIDDING

Bid Everywhere, Win Anywhere With Live Bidding On THE NPA Dealer App

A pioneer in the field, National Powersport Auctions (NPA) has launched its all-new Simulcast platform. Featuring live mobile bidding capabilities, dealers can now feel as though they are participating live in-person directly from their mobile device or tablet through the NPA Dealer App (available for both Apple and Android users). Additional features and functionality provide an improved buying experience. A completely redesigned bid screen and three new lane views allow for multiple lanes to be open and bid on simultaneously.

Dealers can now view bidding activity and listen to audio on different lanes, easily preview and filter through the upcoming run list, add items to the watch list and set proxy bids directly from the bid screen. Additionally, new seller features like Sell, Take and Pass buttons make it easy to communicate with the auctioneer about how to proceed with a unit on the block bid screen. Additionally, new seller features like Sell, Take and Pass buttons make it easy to communicate with the auctioneer about how to proceed with a unit on the block.

“We’re very excited to launch our all-new NPA Simulcast platform,” said CEO Jim Woodruff. “It’s been a long time coming with a lot of hard work going into it, so to have it finally come to fruition and now be utilized during auctions is a massive accomplishment. Dealers have been asking for mobile bidding for a long time, and we’re excited to provide that service to them. Everything they need to bid and buy at auction is now right at their fingertips. The platform also has a whole new look on a desktop with new features that will improve the overall experience for our clients.”

POLARIS DONATES $80K TO NON-PROFITS ON EARTH DAY

Appropriately enough for Earth Day. Polaris announced it was donating $80,000 to off-road and all-terrain vehicles (ATV) organizations across the United States as a part of its ongoing T.R.A.I.L.S. Grant Program. A total of nine nonprofit organizations were awarded grants ranging from $6,000 to $10,000 to support the development, improvement and expansion of trails. The Q1 cash recipients include:

American Sand Association (Tempe, Arizona) Osseo Area Dusty Riders Inc. (Osseo, Wisconsin) Heart of Oregon Corps., Inc. (Bend, Oregon) Dexter Rail Riders (Dexter, Maine) Garland Trail Hawks ATV Club (Garland, Maine) Millsfield ATV Club (Berlin, New Hampshire) Minnesota Kitty Cat Racers Association (Lindstrom, Minnesota) Christ Miami Corp. (Miami, Florida) Atlas Foundation (Dearborn Heights, Michigan)

“These organizations and clubs are made up of passionate volunteers and riders who love our sport – they are the heart of the off-roading community with a desire to help create a safe and enjoyable experience for all those looking to get out and ride,” said Steve Menneto, president of Off-Road at Polaris. “Polaris is excited to help support their efforts and show our appreciation for their passion and dedication through the T.R.A.I.L.S. Grant Program.”

“We’re thrilled beyond words at the amazing generosity of Polaris, adds Joe Valentim, President, Garland Trail Hawks ATV Club. “The funding that we have received has helped put Garland Trail Hawks on ATV riders’ radar for a Central Maine riding destination. Now that spring is here, everyone is getting very excited to get out there. With this infusion of funding, we’re excited to start work on this year’s improvements.”

Since its inception in 2006, Polaris’ T.R.A.I.L.S. Grant Program has provided funding to national, state and local organizations to help support the future of ATV, snowmobiling and off-road riding. The T.R.A.I.L.S. Grant Program focuses on two main objectives: promoting safe and responsible riding and supporting environmental preservations and trail access. Organizations may use funds from the grant to increase and maintain land access through trail development, maintenance projects, safety and education initiatives and other projects. Apply here:

https://www.polaris.com/en-us/trails-application/

PARTS PULLS PLUG ON NVP

Distributor’s Gala A Casualty Of Continuing COVID Closures

LeMans Corporation has announced its decision to cancel the 2021 Fall NVP Product Expo. Previously scheduled for August 21-22, 2021 in Madison, WI, the gala gathering has been put on hiatus again. “Due to conditions regarding the global COVID-19 pandemic and the current business demands of our vendors, dealers and sales reps; Parts Unlimited and Drag Specialties made the difficult decision to cancel the event,” is the official statement.

“It is in the best interest of our company to continue to navigate these unprecedented times with respect for the health, safety and well-being of our teams, dealers, vendors, industry colleagues and communities. Parts Unlimited and Drag Specialties are looking forward and planning for the future with one goal — continue to support our Dealers and Vendors as we work through these challenging times.

“We are here to support you and we are looking forward to a safe and healthy summer.”

For updates on the Spring NVP Expo in Louisville, click on: dealer.parts-unlimited.com or

dealer.dragspecialties.com