10.2012
October 2012 VOL. 38 NO. 10
MotorcyclePowersportsNews.com
Volume 38 Number 10 MotorcyclePowersportsNews.com
EDITORIAL Editor – Colleen Brousil cbrousil@babcox.com
AIMExpo: One Year Out
Associate Editor – Gina Kuzmick gkuzmick@babcox.com
Larry Little Talks Show Biz | BY COLLEEN BROUSIL
Senior Editor – Brendan Baker bbaker@babcox.com Columnists & Contributors
36
Ricky Beggs Heather Blessington C.R. Gittere Steve Jones Mark Rodgers Marilyn Stemp D. J. Stringer
Liquid Gold Paint Like a Pro
ART
BY COLLEEN BROUSIL
Sr. Graphic Designer – Tammy House thouse@babcox.com
ON THE COVER Steele’s Honey Bagger is captured by John Jackson of notstockphotography.com.
Dealership Operations ‘Tis The Season to Sell
8
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The Road Ahead by Colleen Brousil
P&A Department Performance
10
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Best Operators Club by Steve Jones
Volatile Value Trends
12
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Black Book Market Watch by Ricky Beggs
A “Rocket Science” Approach to F&I
14
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Finance & Insurance by D.J. Stringer
Snowmobile Season Opener
16
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Product Focus
Tech Tips by Cyclepedia Press
Revisiting the Three Cs of Service Writing
20
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The Service Manager by C.R. Gittere
Integrate Google Apps
22
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Web Savvy by Heather Blessington
Seven Steps to Lifelong Learning
24
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Peak Dealership Performance by Mark Rodgers
Sea-Doo Shutters Sport Boat Business
28
Get Linked In 13 Communication Systems to Stock Now.............. 40
30
Get Plowed Snowmobile Accessory Guide ..................................... 42
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PWC Update
Robison Cycle Sales
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Destination Dealership by Marilyn Stemp
6 October 2012 | Motorcycle & Powersports News
THE
Road AHEAD
By Colleen Brousil ADVERTISING SALES Publisher - Greg Cira
gcira@babcox.com (330) 670-1234 ext. 203
Associate Publishers Dean Kelly
dkelly@babcox.com (608) 523-4271
Sean Donohue
sdonohue@babcox.com (330) 670-1234 ext. 206
Display Advertsing Sales Roberto Almenar
Tis The Season To Sell
Tom Staab Bobbie Adams Doug Basford
I
write this on the morning of Sept. 26, and it appears the holiday shopping season is upon us. As I tuned into NPR’s Morning Edition on my way into work, the reporters dusted off their jingle bells and issued a report on seasonal employment at big box retailers. Believe it or not, you are competing with Target and Wal-Mart this holiday season, so if you haven’t pulled your Santa suit out of moth balls, it’s time to pull Rudolph in from the pasture and get going on your holiday marketing plan! Last holiday season, store design expert Jim Rasmus, the president of Retail Design Associates, complied a primer on competing with the big box chains for consumer Christmas cash. His entire article on How The Dealer Stole Christmas is currently featured on our website at www.motorcyclepowersportsnews.com, and I wanted to share a few nuggets from his guide to kick start your marketing plans for the season ahead! Store Review and Analysis: Take a hard look at your store — see where your store stands in the eyes of your customers in terms of appearance, selection of products and depth of products. Have you ordered enough merchandise to meet customers’ expectations and demands for this holiday season? Is your store up to the customer’s standards for a clean, comfortable shopping environment both inside and out? Plan a Holiday Calendar: Take a look at the next two months to create your holiday merchandising and sales calendar. Planning for the holidays will help prepare you and your staff to ensure the probability of a successful event. If at all possible, have something going on every week leading up to Christmas, with no fewer than two to three promotional events per month. Check out Jim’s entire seasonal planning suggestions at www.motorcyclepowersportsnews.com today. Need a little help ramping up your holiday marketing schedule? The team at the Motorcycle Industry Council has launched its Year-End Revive Your Ride Giveaway. It’s free for dealers to participate and for your customers to enter, they’ve got to come into your store. The best part? The MIC has a turnkey marketing program ready to go, so all you need to do is go to www.mic.org, sign up and take advantage of the program. t
8 October 2012 | Motorcycle & Powersports News
Dean Martin Jim Merle Glenn Warner Dave Wooldridge John Zick Don Hemming
ralmenar@babcox.com (330) 670-1234, ext. 233 tstaab@babcox.com (330) 670-1234, ext. 224 badams@babcox.com (330) 670-1234, ext. 238 dbasford@babcox.com (330) 670-1234, ext. 255 dmartin@babcox.com (330) 670-1234, ext. 225 jmerle@babcox.com (330) 670-1234, ext. 280 gwarner@babcox.com (330) 670-1234, ext. 212 dwooldridge@babcox.com (330) 670-1234, ext. 214 jzick@babcox.com (949) 756-8835 dhemming@babcox.com (330) 670-1234, ext. 286
ADVERTISING SERVICES Advertising Services Director – Cindy Ott
cott@babcox.com (330) 670-1234 ext. 209
CIRCULATION SERVICES Circulation Manager – Pat Robinson
probinson@babcox.com (330) 670-1234, Ext. 276
Circulation Specialist – Star Mackey
smackey@babcox.com (330) 670-1234, Ext. 24
AFTERMARKET MEDIA NETWORK Babcox Media Headquarters 3550 Embassy Parkway, Akron, OH 44333 (330) 670-1234 Fax (330) 670-0874 Babcox Media California 18004 Skypark Circle, Suite 260, Irvine, CA 92614 (949) 756-8835 Fax (949) 756-8836 CORPORATE Bill Babcox, President Greg Cira, Vice President, Chief Financial Officer Jeff Stankard, Vice President Beth Scheetz, Controller Copyright 2012, Babcox Media, Inc. MPN (ISSN 0164-8349) is published monthly by Babcox Media, Inc., 3550 Embassy Parkway, Akron, OH 44333 U.S.A. Phone (330) 670-1234, Fax (330) 670-0874. Periodical postage paid at Akron, OH 44333 and additional mailing offices. POSTMASTER: Send address changes to MPN, P.O. Box 13260, Akron, OH 44334-8660. A limited number of complimentary subscriptions are available to individuals who meet the qualification requirements. Call (330) 670-1234, Ext. 242, to speak to a subscription services representative. Paid Subscriptions are available for nonqualified subscribers at the following rates: U.S.: $69 for one year. (OH residents add 5.75% sales tax) Canada/Mexico: $89 for one year. Canadian rates include GST. Other foreign rates: $129 for one year. Payable in advance in U.S. funds. Mail payment to MPN - Circulation, P.O. Box 75692, Cleveland, OH 44101-4755.
BEST
Operators CLUB
By Steve Jones
AUGUST 2012 P&A DEPARTMENT PERFORMANCE
T
his month, we’ll review August 2012 P&A department performance data. Following our past format, we’ll compare a good-performing metric 20-group with the national norm numbers and the averages for the top five dealers in each category. Although we call it P&A, we are actually talking about parts, clothing (or garments, if you prefer) and accessories. If you are not already doing so, start tracking them separately in your DMS. We have that ability in our data system, but not all of our dealers are separating this yet. Be aware that this requires you to go into your DMS and verify that the categories on the price guides are correct. In general, most of the OEs have errors that must be corrected. It takes time, but it will be worth it. If your DMS has this feature, be sure to check the box that prevents the next update from overwriting your new category changes. Total store stats reveal that through the end of August, the top five dealers averaged $9.6 million in total sales. This selected group and the national norm dealers averaged around $6 million. In the past, I have used total store sales percent of change from the prior year because that is the way our reporting system calculates this item. This has caused some confusion, since percent of change is not the same as percent of increase or decrease. For example, this month shows a 7.9 percent increase in sales for the top five dealers compared with last year. That actually represents a percent of change of 26.9 percent. Therefore, from this point on, we will use a simple percent increase or decrease number. Total store gross margins are showing the effects of increased expenses and
competition. While the decrease is small, it is still a decrease in profitability. If you are a $6 million dealer, 1 percent equals $60,000 of profit. Contribution to gross profit shows just how significant the performance of your P&A department is to your overall dealership profitability. The door swings measurement shows that dealers are bringing in more floor traffic — people are shopping. If you don’t have one of these inexpensive counters, get one. The sooner you do, the sooner you can develop baselines for comparison with all departments. Door
swing counters also help you measure things like the response to your ads and promotions as well as tracking the general shopping/buying atmosphere. You can get counters that will tie directly into your DMS. Some security systems may offer this feature as well. The sales change numbers are interesting. The group is bucking the general trend and showing a sizable increase, while the top five and national norm dealers are down from last year. The consensus seems to be that P&A sales had
Total Store Stats
GROUP NORM
CHART 1
TOP 5 AVG.
NATIONAL NORM
$6.1
$9.6
$5.9
+17.7%
+7.9%
+7.4%
Total Store Gross Margin
23.9%
26.8%
24.5%
Gross Margin for Prior Year
24.1%
27.0%
24.0%
Contribution to Gross Profit: P&A
28.6%
34.4%
25.8%
Door Swings: Change from Prior Year
14.2%
48.0%
28.4%
Cost per Door Swing
$28.58
$43.48
$28.62
GROUP NORM
TOP 5 AVG.
Total Store Sales YTD (millions) Total Store Sales Change from Prior Year
Parts & Accessories Dept. Stats – Part 1 PG&A Sales Change from Prior Year
CHART 2
12.7%
-4.1%
NATIONAL NORM
-2.6%
$771
$1,043
$682
Parts Margin
35.6%
40.8%
34.9%
Accessories Margin
31.7%
36.8%
31.7%
37.1%
22.0%
34.6%
0.1%
2.4%
-0.3%
Total PG&A Gross Profit Per Vehicle Sold
Personnel Expense as a Percent of Dealership Gross Profit Change in Dept. Selling Margin from Prior Year
10 October 2012 | Motorcycle & Powersports News
Parts & Accessories Dept. Stats – Part 2 Invoice Volume Change from Prior Year
-6.3%
CHART 3
TOP 5 AVG.
1.9%
NATIONAL NORM
-1.4%
Operating Profit Change from Prior Year
-0.6%
1.6%
0.1%
Percent of Inventory Obsolete
10.0%
0.9%
9.4%
Parts Inventory Turn Accessories Inventory Turn Avg. Customer-Facing Staff, YTD Gross Profile per PG&A Employee, YTD
been inflated by the numbers of people fixing their units instead of trading or selling them. As unit sales have increased, P&A business has decreased. I suspect this is a part of it. Another factor is the lack of financing for P&A in the unit sale. The lenders are still playing hard-toget and not providing room for add-ons. Wise dealers are running P&A promotions (mostly by email and direct mail) focused on traffic-building for this department. It is also a good time to ensure your counter staff has sales training and is working hard to capture the additional sales you need. Looking at margins shows that the top five dealers are doing an excellent job. These dealers pick up additional margin by maximizing the OE discount programs. They also work their non-OE vendors to secure better discounts. Aftermarket vendors often have a lot of flexibility. Hint: You will have more buying power if you reduce the number of vendors you use. You may not always get the best price on a particular item, but you can get a much better margin on the overall if you do it right. Be sure you check your personnel expense as a percent of department gross profit to see if it is in line — less than 35 percent is the target. As expected, invoice volume dropped as sales decreased. However, operating profit has remained relatively stable. Although obsolescence is included, it is really not a “real” number in the sense that much of this inventory has been written off the books for tax purposes, but may still exist in the dealership. If it has not sold for a year, get rid of it. Follow the “Three Ds” — discount, donate or dumpster it. If you sell it, be sure to put it back into your system or the IRS will pay
GROUP NORM
you a visit. The ultimate goal is to run the slow-movers’ and non-movers’ reports monthly so you can eliminate inventory before it becomes obsolete. Try to catch these numbers early enough to use your suppliers’ return programs. In most cases, it will not increase in value as time goes on. Continue to monitor your number of turns regularly. Remember that you can get to the point where you don’t have sufficient inventory. If you have to special order too many parts, you will lose your customers. Finally, the dollars sold per employee is a very important measurement of the effectiveness of your staff and your staffing levels. Check it out and see where you fall in this category. Have questions? Feel free to contact
5.5
9.34
4.54
2.51
3.74
2.49
4.77
8.28
4.7
$90,967
$119,599
$77,537
me for information, explanation or to discuss how GSA can help you grow your business profitably. t
Steve Jones, GSA senior projects manager, outlines dealerships’ best business practices to boost margins, increase profitability and retain employees. His monthly column recaps critical measurements used by the leading 20-group dealers. GSA is recognized as the industry’s No. 1 authority on dealer profitability. Access to the new Voyager 5 data reporting and analysis system is available to any dealership for a nominal fee. For more information on GSA’s data reporting system, dealer 20-groups, onsite consulting or training, email steve@gartsutton.com or visit www.gartsutton.com.
MotorcyclePowersportsNews.com 11
Black Book MarketWatch
By Ricky Beggs
Volatile Value Trends
ATV
Cruiser
Jet Boats
Off Road
0n/Off Road
Scooter
P
Snowmobile
rices in the powersports market have taken a serious and substantial downward turn this month. Normally we see prices for most of the powersports segments hit their peak in late June and early July, followed by a gradual decrease as fall draws near. Over the past few months we have seen this general trend hold up, but the most recent month-to-month changes have been more volatile than usual.
Average Used Values
August To September Used Unit Value Change ATV Cruiser Jet Boat Off Road On/Off Road Scooter Snowmobile Street Utility Watercraft
August
September
Percent Change
$3,715 $8,831 $19,953 $2,410 $5,181 $1,967 $4,306 $7,224 $6,704 $6,018
$3,593 $8,447 $19,393 $2,314 $5,017 $1,904 $4,410 $6,985 $6,513 $5,861
$123 $384 $560 $97 $165 $63 $103 $240 $192 $158
12 October 2012 | Motorcycle & Powersports News
Street
Utility
Watercraft
This month, values are down across the board, with the declines being larger than usual. The street bike, scooter and dual sport segments are down a little more than 3 percent. ATVs and utility vehicles, two segments that normally show increases at this time of year, are surprisingly down by 3.3 and 2.9 percent, respectively. Cruisers and off-road bikes are both down a little more than 4 percent. Even though they are not broken out separately, the domestic V-Twin market has taken a rather large hit in values this month. Prices are down by around 5 percent for most models, with only some of the smaller displacement “entry-level” bikes holding their value a little better. Snowmobiles are up 2.4 percent from last month. Prices should continue to climb as dealers stock up on these units in anticipation of winter weather in many areas of the country. Personal watercraft and jet boats have finally started to drop in value now that summer is in the rearview mirror. Whether it was the extreme heat or reduced new production levels, we do not know, but this summer saw unusually high watercraft pricing. Values on these vehicles have declined by 2.6 percent for personal watercraft and 2.8 percent for jet boats. t
&
Finance Insurance
By D.J. Stringer
This Is Not Rocket Science
T
empur foam, Velcro, Teflon, Tang, cordless tools and ball point pens that write upside down — these are all are inventions that were born out of the space race. Those and thousands of other important products that we use in our everyday lives came from our efforts to send mankind into the stars. Literally, they were all a result of “rocket science.” I was lucky enough to be in downtown Austin in September when the shuttle Endeavour was being piggy-backed on the 747 for its trip to a museum as the space shuttle program came to an end. Wow! It was an impressive fly over. As the shuttle goes into the history books, I found myself reflecting on all of the genius and intelligence that it took to get to this point in our space travels. It really awes me, and it puts things in perspective. Real rocket science makes our jobs in the F&I office seem really simple. What we do is definitely not rocket science, but the more I think about it, maybe the process is similar to building a rocket. A real rocket scientist (aerospace engineer) once told me that the most crucial part of getting a rocket into space was actually clearing the first inch off of the ground. Getting started is always the hardest and most crucial point in any successful space mission, and the same thing is true of the F&I process. The first stage in our process is crucial to the success of our efforts.
important that the interview be performed outside the office on the floor in a casual and relaxed manner. It is crucial that the interview is executed with each and every customer to get the mission off the ground. Our F&I rocket has three stages. In a multi-stage rocket, the first stage is at the bottom and is usually the largest, with the subsequent stages above it, usually decreasing in size. The same is true of our stage one customer interview. Executed properly, the time spent on subsequent stages is smaller in duration and effort!
Stage One: The Customer Interview. The objective of the customer interview is to create rapport and familiarity between the F&I person and the customer, and to gather information that will make selling the customer products and services easier in the following stages. It is
Stage Three: Overcoming Objections. The final stage in our rocket has to contain the capsule that lands us safely on the moon. In our F&I universe, that equates to our ability to overcome objections to our products. Our ability to execute this stage is what ultimately
Stage Two: Disclosures and Menu Presentation. The objective of this stage is to launch us into orbit with a commitment to a product package. Program offerings are disclosed with the basic benefits available with each product, and the customer is given the opportunity to choose from the options that best suit their needs. This is a necessary step not only as the first swing of the sales process, but also as a compliance tool. A menu presentation is the simplest and surest fuel we have to drive our rocket into orbit. A dealer group in Florida who recently implemented a menu system in their four dealerships reported a 40 percent increase in product sales using the same products and the same F&I staff.
14 October 2012 | Motorcycle & Powersports News
determines whether or not we live to fly other missions. The objective of this stage is to build value in the products that allow the customer to see their needs being met by the benefits available. This stage requires multiple maneuvers and expertise at the controls. Our success at this point is largely determined by how we performed in Stage One and Two and our knowledge of how to take a customer down a logical path that leads to a sale. Another way this might be like rocket science is the effort and practice that goes into each and every lift-off. Just like the astronauts who have flown all those amazing flights into the final frontier practiced day after day, over and over again, to be an F&I professional (one who performs well above average) takes practice. Astronauts role-play each step in a mission thousands of times to prepare for any situation, and so should you. Now, go shoot for the stars! t RPMOne is a leading provider of F&I products and dealer development services dedicated to serving the powersports market. Due to its comprehensive experience with dealerships, lenders and insurance companies, RPMOne has created top-tier F&I programs, Web-based tools, training programs, and sales and marketing systems to meet the unique demands of the industry. RPMOne’s mission is to increase client profit to its fullest potential.
TECH
Tips Snowmobile Season Opener
T
echs universally hear one common complaint at the onset of sled season, “My snowmobile won’t start!” Maybe the machine in question will crank over, but fire eludes the cylinders. The machine owner doesn’t understand why — it ran when he put it away and it sat in the barn under a cover for the entire off-season. Share some of these best practices with your customers to help them avoid unnecessary service and convince them of the importance of proper storage! If the machine really did run when it was put away late last winter, there’s good reason to believe that it will run again easily enough. But the owner can make things a lot worse by cranking away on the starter or pulling the starter rope over and over. Most of the difficulties we see coming from storage and lack of use can be traced to two problems: gummed-up fuel and rodents. Deep in New England, where snowmobiles live covered up and cozy
16 October 2012 | Motorcycle & Powersports News
Check for rodents in the airbox.
for the summer in an unused corner of a hay barn, savvy owners don’t think twice about opening up the airbox and at least checking it before even pulling the rope or hitting the start button. Far from being turned away by gasoline fumes and oil smell, small rodents universally recognize a snowmobile or ATV airbox as a prime nesting location. Soft grass, pink insulation and anything fibrous and easily shredded is gathered by the local mouse population and tucked in alongside your air filter to make a cozy nest. Chipmunks nest in burrows underground, but if they get to an airbox first, they’ll happily fill it with seeds and nuts. Needless to say, this unwanted material doesn’t do an air intake much good at all. And, depending on the design of the airbox, the main “storage” area for Mr. Chipmunk may be below the air filter and right up against the air intake for a carb or fuel injection system. It won’t take much imagination to guess what will happen to all that trash when the engine puts a little suction on it. So the first fall maintenance tool, for the hunting camp ATV or the snowmobile, is a Shop Vac. Careful inspection and cleaning of the air intake system avoids a lot of headaches when it starts getting a little too cold in the garage for serious wrenching.
Fuel left in the float bowl will clog up the jets. The second starting problem is caused by gasoline that sits and slowly evaporates over the hot summer months. Depending on what was left in the float bowl of the carburetor before the sled was put away — Av-gas, street-corner E-10 fuel, maybe a few drops of water mixed in — sitting over the summer can turn it into a nasty sludge that clogs carb jets and makes starting all but impossible. Also, ethanol-laced fuel, which is hard to avoid these days, can have mysterious effects on certain plastic pieces and types of flexible fuel line. Hoses and gaskets can become brittle, spontaneous leaks can pop up, and officially attributing any of this damage to our fuel supply is nearly impossible.
Ethanol fuel is hell is on carburetors. MotorcyclePowersportsNews.com 17
Use carb cleaner and compressed air to clean the carbs.
The best defense for any fuel related problems is to drain the fuel out and leave parts clean and dry when a machine is being stored for a period of time—especially on a conventionally carbureted machine. Fuel-injected systems live under fuel pump-induced pressure that can prevent evaporation problems for many months, even all summer. And, the newest systems are carefully built with materials that are resistant to ethanol degradation, so fuel-injected machines suffer far fewer problems in storage. If draining the carbs or fuel injection system is too laborious to even consider, fuel additives can have a positive mitigating effect against the “summer sludge syndrome.” Sta-Bil fuel stabilizer is a well-known favorite that really will alleviate a lot of gasoline storage
18 October 2012 | Motorcycle & Powersports News
problems. We’ve had good luck with a newer ethanol-specific fuel additive called Star-Tron. Star-Tron merchandising claims the solution will cure all manner of evil properties of ethanol-laced fuel, and they may be right. All we know is a snowmobile properly treated with Star-Tron can emerge from the barn in late fall and be started with one healthy pull. When a fuel system lies untreated and degrades to the point that starting and running the machine is impossible, there’s no alternative to removing the carbs and cleaning them. Sludge, gum and a pinch of dirt are usually found in the float bowls, and it’ll be necessary to remove all the carburetor jets, clean them with a carb spray and then blow them out with compressed air. It’s a nasty job. Many big shops invest in an ultrasonic cleaning machine and charge a fee to submerge carbs and restore them to a like-new condition. If you haven’t made this investment, it may be worth it! t
CYCLEPEDIA PRESS LLC has been publishing interactive, Webbased service manuals for ATVs, motorcycles and scooters since 2006. Every CYCLEPEDIA manual includes step-by-step repair procedures, color photos and videos, specifications, diagnostic data and tech support. Mobile device-friendly and easy to use. Browse the full library at: WWW.CYCLEPEDIA.COM or call 828-645-0017.
THE
Service
MANAGER
By C.R. Gittere
Revisiting The Three Cs of Service Writing Beyond Complaint, Cause and Correction
I
have received some reader feedback from my recent article about the three Cs of service writing. The feedback asserted that I’d gotten the three Cs wrong. I defined the three Cs as consistency, customer service and clarity. I believe that a service writer’s job is to be focused on the No. 1 priority of taking care of the customer. If you take care of your customer, then your customer will keep coming back. This goes beyond good service work — the unit can’t talk, and no matter how well it has been serviced, if its owner doesn’t get a warm fuzzy, you won’t get a repeat customer. It’s sort of like a restaurant. Have you ever been somewhere that had really good food, but the hostess was rude and you had slow service? You might go back every once in a while because
20 October 2012 | Motorcycle & Powersports News
the food is just too good to pass up, but would you make it your regular stop? Probably not. In order for a shop to be successful in the long run, you need a foundation. Part of that foundation is quoting the same jobs consistently. That means your customers will know they are getting the same deal every time. Service writers should be customer focused, which means listening to the customer and asking open-ended questions. It means they should be looking at the overall condition of the unit when it is checked in and asking questions about how and when the unit is ridden. Asking questions and focusing on what the customer really is going to do with the unit will help upsell them and will help you do a more complete repair. Clear and honest communication with the customer about the repair will build long-term trust. Those are my three Cs. Others might define them as complaint, cause and correction. While I think this is good device, these Cs won’t help you sell more service work. If you only discuss the complaint with the customer, find the cause and correct the problem, have you really sold anything? Have you done the customer a good service by checking over the entire unit? I consider the service writer position to be a sales position. When service department employees are too focused on the traditional Cs, it allows employees to get into a rut of just fixing the unit. I encountered an incident exacerbated by this traditional focus just last week. I was out in the garage working on some bikes when I heard that distinct sound of a two-stroke scooter fouling a plug. I went out to find a young girl stuck in our neighborhood with a dead scooter. She was furious, because she was on her way home from the dealership that just fixed her flat front tire. “I just got this back from the dealership after they had it for a week to fix the front tire, and it won’t even make it home,” she grumbled. I brought the unit in the garage and noticed the air cleaner was clogged. I cleaned it and the plug and sent her down the road. Sure enough, that shop followed complaint, cause and correction to the “C”, but they left more money on the table then they took in. If that particular shop had been more focused on the customer instead of just fixing the unit and moving on to the next one, they would have accomplished two things. 1). They would have increased revenue for the shop by selling a general service. 2). They would have gained a long-term customer by making her feel like they are watching out for her best interest.
I do not want you to think that complaint, cause and correction has no place in the service department — it is perfect when it comes to dealing with OEMs on warranty work, because you are only going to get paid to fix what is broken. But if you want your shop to be customer-focused, consider adding three more “Cs” to your service department menu. t
C.R. Gittere and the Service Manager Pro team specialize in service department efficiency, elevating customer service and increasing department profitability. His monthly column focuses on best practices and unique ways to get the most out of your service department. More information about Service Manager Pro can be found at www.servicemanagerpro.com.
MotorcyclePowersportsNews.com 21
WebSAVVY T
his is for all the dealerships still using AOL or Hotmail email addresses. It is scary how many of you are out there, particularly since I didn’t even know AOL was still in business! The use of unbranded email addresses makes you look like a total rookie, plus it provides virtually no data security or control over the messages being sent on behalf of and from your dealership. Those of you who are using branded email addresses (i.e. firstnamelastname@domainname.com) are likely hosting your emails with your website provider. Although this is a feasible solution, it’s certainly not the best solution for a myriad of reasons, including the fact that most Web mail interfaces suck, are not user-friendly, and, if you are routing your mail to Outlook, there is simply no comparison to what you will receive with Google Apps. Now before you start rolling your eyes and stressing about what a mountain of a project transitioning your email will be — read this article. This is worth the effort, plus it’s free for businesses with fewer than ten employees (if you’ve got more than 10 staffers, you are looking at only $5 per month or $50 per year). Gmail Migrating to Google Apps will bring to you a variety of tools, which you can opt to utilize or not. Let’s start with the most important — Gmail, Google’s email service which currently serves 425M users globally. I am going to guess that many of your staff members already use Gmail for personal email, so they are familiar with its interface, making the transition a cinch. Storage space starts at 5GB and goes up from there. You can’t max out your
By Heather Blessington
Integrate Google Apps Ideal Business Productivity Tools To Use Now Gmail inbox even if you try. I started using Gmail during the beta release in 2006, and I never deleted a message until this year because it was taking forever to sync to my smartphone. I maxed out at only 76 percent of total storage available. Security is tops, and Gmail works on any computer or mobile device. Plus, with offline support, you can keep working even when you don’t have Internet access.
profile photos, recent updates and shared docs appear to the right of each email message.
Let’s say you are on a plane. You can review your existing emails on your phone or mobile, write your replies, and as soon as you are connected to the Web, the messages are sent. The search function within Gmail is one of the best features. It allows you to simply type in a name, date, part of a word or name of an attachment, and you’ll instantly be presented with search matches. Gmail is integrated with text, voice and video chat, so you can always see who’s online and connect instantly instead of sending an email. Your contacts’
ductive meeting. The sharing tool allows you to choose who can see your calendar and what they can see, plus the “live” status widget allows all staff members to check if you are immediately available when an impromptu meeting is needed.
22 October 2012 | Motorcycle & Powersports News
Calendar Stay in sync with your team with calendar tools that keep you on schedule by sending you meeting reminders on your desktop and phone. Attachments can be added to meeting requests so everyone has the documents they need for a pro-
Drive Imagine Microsoft Office, but in the cloud for free (I just saved you hundreds of dollars right there). Then, imagine never having to email an Excel spreadsheet back and forth, and not having to dig for the latest version of a document.
This is total nirvana, and you’ll never go back to dusty, crusty ol’ MS Office unless someone drags you kicking and screaming. One caveat — the Presentation tool within Drive does not quite equal PowerPoint, which is a bummer, but Google will get around to it sooner or later. Drive is designed to allow you to store, sync and access your files from anywhere — on the Web, on your hard drive, or on your mobile device. This gives you the freedom to work as you need to when you want to. Google+ Most of us think of Google+ as a social networking tool similar to Facebook. However, Google built Google+ to allow private sharing from within your company network. Add to that Google+ Hangout (aka awesome video conferencing for up to 10 people at a time), and your team will be communicating in ways you never dreamed possible. Your IT administrator sets and controls all default settings, so you will be sure your staff members have the user experience you desire for your dealership.
Sites Collaboration is the name of the game in business today. Sites offers shared workspaces for your team to brainstorm, with full control over permissions to the documents contained within each workspace. Each of the departments within your dealership can be assigned their own Site where they can organize everything from calendars to event documents to presentations to videos. Built-in Googlepowered search makes it easy to find exactly what you are looking for within each workspace. Tech Support Google offers both email and phone technical support for its business customers available 24/7 (yes, Google really does have real live humans working!). There’s also a resource library stuffed with information on every topic imaginable. Check it out at: http://www.google.com/enterprise/apps/ business/resources/library.html. Vault Within Google Apps is an optional tool
called Vault. Vault allows you to archive all email and chat discussions for your staff, run reports on specific user activity and export data as needed. Your IT person can also define company email and chat retention policies, which are then automatically applied across the board for all staffers. The e-discovery tool will have you always prepared for OEM compliance audits with powerful search tools that help you find and retrieve relevant email and chat messages. Much More There is more to discover within Google Apps, including Chrome and Groups for business, so I hope you will check it out and not be intimidated to make the jump. Your dealership will be better for it. t
Award-winning blogger and CEO of Duo Web Solutions, Heather Blessington is a nationally-renowned speaker on social media marketing and a digital marketing veteran. Her company provides MPN monthly columns focused on best practices in Web marketing for powersports dealers.
MotorcyclePowersportsNews.com 23
PEAK
Dealership PERFORMANCE
By Mark Rodgers
Skill Acquisition
Seven Steps to Learning How to Learn
T
he blood drained from my body like an elevator cut from its tether might fall to the ground. It was as if I was in a fugue state, seeing myself from another dimension. Voices seemed slowed and robotic. “Mark!” the customer exclaimed, bringing me back. “So, why should I do business with you guys? Like I said, the dealer down the street is cheaper.” If I’m not mistaken, I replied with a less than compelling, “Err … uhm … jeez … well …” At just 21 years old, that experience left an indelible impression on me. I felt so unprepared, so inadequate in my response that it created nothing short of an existential crisis. I never wanted to experience that again, so I set out to craft a convincing and compelling response to that selling situation. What had happened was simply that the current challenge had outstripped my current skill set. It may have been that moment when I learned how to learn. In his groundbreaking 1990 book “Flow: The Psychology of Optimal Experience,” Claremont Graduate University professor Mihaly Csikszentmihalyi describes what happens to a person when they are actively engaged in the pursuit of a goal and their skills meet the current challenge. Time falls away. Every action and movement seems to fit, and your performance seems effortless. Have you ever done a great job helping a customer and had fun doing it? That’s what we’re talking about, and the psychological state is called “Flow.” In the graphic, if M1 represents me, Mark, working with customers who are interested in Harley-Davidson Sportster models, and I know a fair amount about them, I might fall into a state of “Flow” where my skills meet the challenge. I enjoy spending time with these customers and
do a great job with them. Now, if my knowledge of Sportster motorcycles increases dramatically, but all I’m ever faced with are basic questions about Sportster models, I’ll quickly move to M2, where I’m at great risk of becoming bored with my job and disinterested. Not good for customers or for me. What happens if my skills don’t progress, but suddenly I’m faced with significantly greater challenges? Now I’m facing the M3 position on the chart. I haven’t progressed beyond the basic knowledge of Sportster motorcycles and now a customer is interested in higher-level information. Guess what this creates? Anxiety! Much like the cognitive crisis mentioned at the beginning of this article. (As an aside, this is where people leave
24 October 2012 | Motorcycle & Powersports News
your dealership or the motorcycle business entirely. They either become bored as a result of a lack of engagement or stressed because of a lack of skill set.) But if I’m able to learn more and communicate more sophisticated information about Sportster motorcycles, I may then move into M4 and again enter the state of “Flow” where I’m increasingly challenged, and I look forward to those moments and perform exceptionally well during them. Success in this business is about constantly improving your skill sets so that you may meet ever-increasing challenges. This idea of “Flow” and the previous discussions can obviously be used in any necessary skill set: product knowledge, language skills, process abilities or technical skills.
Adapted from Mihaly Csikszentmihalyi Flow: The Psychology of Optimal Experience.
So the key to success is learning how to learn. Here are seven steps to help.
1.
Identify specifically what it is you want to learn and why you want to learn it. You have to be as specific with your target as possible. “Improve sales” doesn’t cut it. You want to be able to capture the customers’ contact information more effectively, be better versed when talking about the product or be able to deal with price objections more handily. Why do you want to do it? Yes, there may be some “I want to better serve the customer” stuff here, but at the end of the day, if you really are going to take action, you need to identify how it will make your world brighter. The fastest way to get good at something is called behavior modeling — that is, to identify someone who is currently performing as you desire and mimic your behavior to theirs. This technique is as old as time immemorial. This is the content of most of the business literature available today. Find an exemplar and follow their lead. Why has this technique been around for so long? It works.
2.
Find a “safe” space to start. The problem with most people is not that they don’t know what to do, but with actually doing it. I call this “Knew but Didn’t Do” syndrome. Why don’t many start to stretch to try new things? They don’t want to look silly in front of others. So, don’t do that. Find a spot or a person with which you feel comfortable enough to feel uncomfortable. Because let’s face it, that’s what’s going to be required.
3.
Break it down to its component parts. Whatever it is you’re trying to learn, whether you want to better understand how closed-loop fuel injection works or if you want to learn the specifics of credit union cross collateralization, you can start easily by breaking it down into its smaller parts.
4.
Start small and focus. To use a musical analogy, start with the first measure. You can’t focus on the entire musical page at one
glance. You have to start somewhere, so you place your concentration on the first measure of music. Much like you might with fuel injection, start by identifying the location and the purpose of the first precombustion sensor. Or, as you might with an objection response, start with your acknowledgement statement. And you have to focus. This may be the most challenging aspect of this model. We seem to be so distracted these days with checking our email, our text messages and our Facebook updates, that we very rarely really focus. I’ve watched people try and learn a new computer program while they sent text messages, checked email, answered personal cell phone calls and then had the unmitigated gall to look at me after 120 seconds and say, “This program is too hard and isn’t intuitive enough.” (Yes, and you have the mental focus of a Himalayan click-beetle.) You don’t have to focus for hours on end (although, as you start to become better at learning how to learn you might, for example, focus intensely for hours reading a great business book). Just for the short while you’re trying to understand this new bit of information. And then take your skill for a bit of a test ride. Perform that conversion aloud to yourself, try diagramming the closedloop fuel injection system, or try explaining the final-belt drive system to a confidant.
5.
Check your example; make sure you’re performing correctly. Then compare it to your model. For example, if you were learning to play Van Halen’s “Eruption,” you’d listen to his recording. If you’re learning a conversion technique, you might digitally record yourself making your points, then compare it to the instructional video you watched online. Or, compare your product presentation to the rock star you’re trying to emulate. It’s imperative that at this juncture, you check to make sure you’re learning your skill correctly. The worst thing you can do is spend the effort and create all sorts of incorrect neural pathways!
6.
Repeat until it becomes an unconscious competency. This is the other component of most
26 October 2012 | Motorcycle & Powersports News
skills you’ll need in the dealership. You have to repeat them until they come to you naturally so that you can perform “in the moment.” When someone asks you about a loan interest rate on the showroom floor, bang. You have a response. Someone asks you about monthly payment. Ditto. Someone asks why they should do business with you, and you break out three compelling reasons. How much you need to do something depends on you. Ten times? 100 times? Do it however many times you need to feel about 80 percent prepared (the other 20 percent of effort will be more than likely wasted) and then start using this new skill with customers.
7.
Seek out ways to use your new skill. I will bring things up in conversations just to use the new skill and get “live fire” practice (“You know what’s really cool? Closed-loop fuel injection! Here’s how it works …”). It only takes a few seconds, the other person doesn’t usually mind and may ask a question I hadn’t considered and then, I’m that much more prepared for the next person. Then, as with any new skill, you need to find opportunities to continue to use them. Like a muscle, a new skill will atrophy from a lack of use. Sales success is predominantly impacted by your confidence. Your confidence is derived from your ability to meet a challenge. Your ability to handle challenges is impacted by your skill sets. So what’s the key to your success? Skill acquisition: you have to learn how to learn. So, now, go learn something new. t
An award-winning author, top-rated trainer and founder of Peak Dealership Performance, Mark Rodgers holds a master’s degree in adult education and the National Speakers Association Certified Speaking Professional designation — only 500 people in the world have this coveted recognition. Contact Mark@peakdealershipperformance.com to improve your performance.
PWC UPDATE Sea-Doo Shutters Sport Boats, Unveils 2013 PWC Lineup
I
n a move that came as a surprise to most in the marine industry, Sea-Doo announced on September 14 that it was exiting the sport boat business, citing a “continued global sales decline in the marine industry, particularly in sales of sport boats since the financial crisis.” The move came just nine days before dealers gathered outside Washington, D.C., for the 2013 dealer meeting. “This is a difficult but necessary decision for BRP,” noted José Boisjoli, BRP president and CEO. “We worked hard to grow our sport boat business through a serious sales decline that began in 2007. But now, we must focus our research and development resources and capital investments in areas of our business that offer greater growth potential.” Long popular in PWC circles, BRP entered into the mainstream boating market in 1994, and purchased the assets of Celebrity Boats one year later, moving its production facilities to Benton, Ill. Boisjoli confirmed that BRP had been actively seeking a buyer for the sport boat holdings, including the Benton facility. “We looked for a buyer for our sport boat business, but that effort proved unsuccessful. Consequently, we decided not to resume production of the upcoming model year due to seasonal production planning requirements.”
Despite the “global sales decline” reference, several sources we spoke with indicate that Sea-Doo had decent numbers in the boating market, but found it hard to be cost-competitive. There has also been continued speculation in business and trade journals about the possibility of BRP going public in the near future. In that regard, the company may have been looking to improve its financial position by concentrating on brands that are currently doing well, such as the ATV and Can-Am lines. BRP assures that all impacted employees will receive a good transition package, and that the company will continue to provide parts and honor warranties for its current customers. As for the company’s 2013 Sea-Doo watercraft lineup, it was revealed on the evening of September 24 at the D.C. area dealer meeting as the company celebrated 25 years of the “modern” SeaDoo watercraft. Like Yamaha and Kawasaki before it, Sea-Doo elected to return a familiar line to the water for 2013, foregoing any new product announcements in favor of touting the current line’s completeness and versatility. In fact, Sea-Doo dubbed the current offering the “most complete watercraft line in company history,” with an extensive range of models that excel in terms
28 October 2012 | Motorcycle & Powersports News
of performance, commodity, rider comfort and peace of mind. Sea-Doo also emphasized the fact that nearly the entire lineup (the entry-level GTS is the lone exception) offers the company’s vaunted Intelligent Brake & Reverse system, including its introductory GTI models, as well as the Touring, Sport and ECO modes introduced with Intelligent Throttle Control. “Over the past 25 years, Sea-Doo has maintained position as the world’s favorite brand of watercraft,” Sea-Doo noted in its press materials. “BRP continues to manufacture industry-leading fun with advanced technologies designed to provide greater control and peace of mind for drivers and passengers.” Announced craft include the musclecraft lineup of the RXP-X 260, GTR 215, RXT-X 260, RXT and RXT aS-260; the Luxury Performance line of the GTX 155, GTX 215, GTX S 155 and GTX Limited iS 260; the Recreational category of the GTS 130, GTI 130, GTI SE 130, GTI SE 155 and GTI Limited 155; and the wakesports-oriented Sport models, the WAKE 155 and WAKE Pro 215. All models will reportedly be available in dealerships in late fall. t
New color options debut for 2013, including “Lucky Green” on the GTI, GTI SE and GTS models
DESTINATION
Dealership Story & Photos By Marilyn Stemp
Robison Cycle Sales
Where everybody knows your name
B
eing in business for 50 years in the same high traffic location goes a long way toward ensuring that your customers will continue to find your shop. That’s certainly an advantage for Joe and Angie Robison, longtime proprietors at Robison Cycle Sales on International Speedway Boulevard in Daytona Beach, Fla. But there’s more to the success of Robison besides mere staying power; the unshakable loyalty of its customers was built on a foundation of mutual respect and common courtesy — characteristics that never go out of style. Starting in 1962, Robison was the one and only franchised Harley-Davidson dealership in Daytona, a plum spot that might have turned to swaggering attitude for less well-grounded people. But then as now, the Robisons maintained an atmosphere of grassroots cordiality and provided both proficient mechanical service and considerate customer service, all in the sort of authentic ambience that’s hard to find anywhere anymore.
30 October 2012 | Motorcycle & Powersports News
As the local Harley dealer during Daytona Bike Week for decades, Robison made racers welcome, from factory race teams to privateers. Remember, racing used to be the heart of Bike Week. “They’d work all night to get the bikes ready, so I just stayed here all night, too,” said Joe, who’d raced WRs as a young man. The helping hand philosophy extends to every day of the year, too, as evidenced by the selection of tools available near the front door, accompanied by a sign reading: “For Your Use. Please Return.” And it’s been there “forever.” Part of the Robisons’ secret is this: they treat everyone the same; there are no judgment calls here. Angie greets every person who comes into the unpretentious shop and from the very start, she insisted on a standard of deference to the customer. “I told our girls, ‘You say: sir, may I help you?’ or you won’t be working here,” she said. “And it worked. We never had any major problems in the shop all those years. I always said we had the good, the bad and the ugly — but if you respect them, they respect you.” Added Joe, “Back in the ‘80s, we had a lot of characters. That was part of the game. But that’s what we enjoyed, talking with them.” Robison was a destination, a must-visit stop, for the Harley faithfuls who came to Daytona Beach — and it still is for U.S. riders and foreign visitors alike. When Bruce Rossmeyer bought the franchise in 1993 and became the area’s sanctioned H-D dealership, Joe and Angie changed their
shop name to Robison Motorcycle Sales & Service, staying right where they were and doing what they’d done for the prior 30 years. By 2012, it was time to celebrate the 50-year mark, and the party went down in style. Robison is managed these days by Jecoa Simmons, Joe and Angie’s grandson, and he has fine footsteps plus solid business convictions to follow. They work on all Harley-Davidson models but specialize in Shovelheads and Evos — having access to replacement parts for these older models and operating a full machine shop. Though he uses current technology to meet his customers’ needs, Jecoa is cognizant of Robison’s nostalgic feel, so he keeps the computers hidden behind the old wooden counter and vintage cash register. “It’s a functioning museum,” he said, standing in front of a massive parts catalog in a heavy metal stand. Further evidence is found in the posters and photographs hanging on the walls of the shop, in piles of parts left behind in the garage by race teams, and in the shop-sponsored race bikes displayed in the showroom. “When we used to go to the Speedway in the ‘80s, he was an icon out there,” said Jecoa of his grandfather. “He had his own garage and knew everyone. He’s so hum
ble, but I don’t mind boasting about him. I’m proud to talk about him and everything he’s done.” Joe and Angie both come into the shop regularly. It’s always crowded during Bike Week but plenty of people stop in other times just to say hello, remind Joe and Angie of their last visit, or relate a story from years past about being at Robison. “We have a huge extended family,” said Angie. “I look around at all of these things and sometimes it will jar a memory. We have so many good memories in this old building, I wouldn’t trade it for the world.” So maybe you can’t flip the switch on the flux capacitor and set the time gauge to give your shop 50 years of traction, but if, like the Robisons, you earn customer loyalty one day at a time, you’ll be well on your way to the goal. t MotorcyclePowersportsNews.com 31
MPN goes one-on-one with Larry Little to get an update on what dealers and consumers can expect from the inaugural American International Motorcycle Expo By Colleen Brousil
W
hen the American International Motorcycle Expo (AIMExpo) opens its doors at the Orange County Convention Center in Orlando, Oct. 16-20 2013, Larry Little and Mike Webster will finally realize a vision decades in the making. AIMExpo’s vision is to bring together industry, press, dealers and consumers in a single arena that creates a grand stage for motorcycling in the U.S. and North America, and delivers an efficient and energetic market-timed expo platform for B2B and B2C in the motorcycle industry. The genesis of the idea for a show of this scale in North America was born when Little attended his first EICMA show in the early ‘90s. “I was a member of the press at that time, and I got to observe what was going on. Everyone was introducing new models, and then a couple days later, the doors got beaten down by the consumers,” remembers Little. “I came back completely wowed and energized by the whole scene. It’s so much more alive than anything I’ve seen over here.” When Little returned, he shared his thoughts with Webster, who was producing trade and consumer shows for Advanstar at the time. The timing just wasn’t right.
OEMs were spending big money producing their own U.S. dealer meetings, and creating an experience like that at EICMA just wasn’t a reality … then. Fast-forward some 20 years. Little had left his position at Cycle World when his phone rang. It was Webster on the line. He’d taken on the role of president of the trade show division of Marketplace Events, and with the changing economy, he was ready to pick up the conversation about a new show for the North American marketplace they’d started many years ago. Little signed on as vice president and general manager of the Marketplace Events Motorcycle Group, and started working to make the team’s vision of a show where the entire industry can come together under one roof a reality. Using EICMA as a template, the AIMExpo team knew they wanted to host the show in the autumn to coincide with OEM new model launches. “Americans look to Italy each year to see the new OEM product. What we identified early from that experience is that the critical component that exists over there that hasn’t existed over here is getting the press to turn out,” relates Little. “If you en-
32 October 2012 | Motorcycle & Powersports News
One Year Out sure the media comes, it suddenly makes sense to introduce new products at the show … That is the one thing that would separate us from anything done in North America.” The AIMExpo team hopes this level of media attention will attract a wide scope of exhibitors and attendees — from OEMs and aftermarket exhibitors to dealers, riders and consumers new to the sport. A vital component of setting a stage of international magnitude was selecting the correct venue. “The venue, the city and the geographic location of the AIMExpo’s new home combined to make it the choice for our new venture,” says Little. “The idea of hosting the expo in a ‘destination city’ was always a factor in finding the right fit, and we truly believe that’s what we
Competition In the Show Space The day that I interviewed Little for our profile on the AIMExpo, Dealer Expo announced that it will move its Indianapolis-based show to October starting in 2013. Dealer Expo will also hold its February 2013 show in addition to the newly announced October event. An email from Advanstar to its exhibitors didn’t give the specific dates for the October event, but it shared the following rationale for the move: “Each year, we ask our exhibitors and attendees how we can improve Dealer Expo. This year the response was clear: ‘Hold Dealer Expo in October!’ So we’re moving the winter 2014 show up a few
months to October 2013 to serve the evolving needs of our entire industry – OEMs, aftermarket suppliers, distributors, dealers, media and consumers.” When rumors of the Advanstar date swap were confirmed after our visit, Little and Marketplace Events trade show division president Mike Webster dropped me a line to comment on the move. Little said that based on the research conducted by AIME, the industry has been asking for a fall show for many years. “We made a decision based on customer input. They made a decision based on competitive reaction,” said Little. Webster echoed Little’s statement. “We have our fingers on the pulse of
have with our decision. We’re excited to take the continued development of the event into its next phase.” Industry partnerships are also key to the success of the event, and the AIMExpo team has announced that the Motorcycle
what the industry needs and that’s what we’re going to deliver. By producing the show in Orlando, it gives people in more parts of the country a reason to come.” I reached out to industry veteran Craig Cervenka, who first shared the whisperings of the Dealer Expo date change with me in late August for his reaction on the move. “It’s really exciting to see that we have a new show offering that is proactively addressing the needs and changes in our industry. Can our industry support two shows being held at the same time halfway across the country from each other? I’m pretty sure this will shake out where there will be just one show in a
Safety Foundation will hold an international conference in association with the event. The conference will draw hundreds of participants from around the world, including OEM representatives, and will be focused on a highly scientific presentation of motor-
couple of years,” opined Cervenka of Edgenet. “The winner will be the one that attracts the majority of our franchised dealers to come back to the show. This means getting at least two of the four metric OEMs as well as Polaris or BRP to participate. I bet it will be the promoter that has one person with 25-plus years of commitment to the industry shows and the chairman of the MIC who has the most influential longstanding relationships with our OEMs.” Cervenka wasn’t the only one with an opinion! MPN’s online forum was immediately flooded with commentary on both the Dealer Expo date swap and the AIMExpo. Turn the page for a taste!
cycle safety education and training. The group is in talks to create an Italian presence at the show as well. "America is a very important market for Italian companies, and we are looking forward to the fresh approach in North America of the
MotorcyclePowersportsNews.com 33
“We will go for the warmer weather of Florida, I will tell our distributors that we meet with each year to do the same! Thanks AIME for picking a warmer place to enjoy the show.” — Shawn
Check out the entire conversation at www.motorcyclepowersportsnews.com. “Utterly ridiculous on the part of Advanstar. Everyone has been complaining for decades about the location and date of the Dealer Expo. How many exhibitors and visitors have been left stranded on the road or at airports in snow storms … It is pretty obvious there is no room nor money, for two shows in the same period so far apart. AIME announced October first, we’ll have to go with them in 2013.” — Beringer Brakes
“Poor decision... I do not know any dealer that wanted to have an October dealer show! How will the vendors have the product for the year ready? They have a hard enough time when it is in February! You want attendance up? Hold the Dealer Expo during the SX!” — Eda
AIMExpo," says Pier Francesco Caliari, managing director of ANCMA and EICMA's Milan organizer. With the location and dates secured, and a growing list of partners and vendors, AIMExpo is cementing plans to execute their vision. Attendees will be able to visit the traditional show inside the convention center to see all of the new products, and then they can go outside to sample it and, in some cases, bolt those products onto their units. “At EICMA, the outdoor activity portion is where a lot of additional excitement is generated,” says Little. “You can ride demo bikes, you can watch the stunt shows, you can watch freestyle guys. Our outdoor space is quite significant in that it has the capability to do all those things. We’ll have room for the demo trucks, room to build dirt tracks if we want to, and it’s all just outside the convention center.” While media buzz and consumer participation are key, Little is clear that dealers are core to the success of AIMExpo. “Our goal is to get dealers on the front end by bringing in the OEs. We’re pretty close on that,” 34 October 2012 | Motorcycle & Powersports News
“The motorcycle community will have a hard time supporting multiple events. As shows become expensive for vendors to show their goods and services, I suspect we will be faced with a hard choice in the coming year.” — Cliff
says Little. He says we can anticipate the announcement of OEM participation by the end of the year. With 12 months to go until the doors open, there’s a lot of hard work ahead for the team at AIMExpo, but Little says his growing group of industry veterans and powersports enthusiasts is up to the challenge. “I’m a neophyte on the show side, but I am surrounded by absolute experts. We were very blessed that we had Cinnamon Kernes on from the get-go. Having had a 10-plus year career at Advanstar in operations, she knew the people in the marketplace and knows how to execute a successful show. It has been a real labor of love, I’ve never been working at a startup and that’s personally very exciting and rewarding. I’ve never worked this hard and had this much fun. We’re creating something that the market’s really looking for — we’re going to add value to the marketplace,” concludes Little. t
MPN, Peak Dealership Performance and WPS choose five finalists and then you the MPN readers voted for the ultimate Dealership Superstar. Watch your mailbox for the November issue of MPN to see who won!
B
Paint Like a Pro
Liquid Gold
By Colleen Brousil
36 October 2012 | Motorcycle & Powersports News
ill Steele is in the business of turning heads. This Pittsburgh-based body shop owner has mastered the art of custom paint and fabrication from stripped down shovelheads to this amazing bagger that started its life as a ‘06 Road Glide. This impressive custom dubbed “The Honey Bagger” owes its unique backend to a pair of 1941 Mercury sedan rear fenders, but the entire project hasn’t been sourced from the past — Steele’s incorporated an iPad into the dash and is plugged in with GaugeFace, which connects directly into the H-D data port. The bike earned its moniker from its distinctive paint job. Steele was inspired by the sweet caramel found in a Snickers bar, and you just might get a toothache admiring his work! “It is my life. I’ve been painting so long that I don’t remember not painting,” says Steele. Steele was educated in his craft at a vocational school, and his decades of experience show. While Steele isn’t looking to relocate to anytown USA to work for you (not even for a Snickers bar), it’s important to be able to offer your V-Twin customers custom paint work, even if it isn’t being fulfilled in your shop. Steele gets a steady stream of work from a pair of Harley dealers, as well as some local independent shops. If you don’t already have an established relationship with a custom painter, start your search at your local bike night — find the best work, chat up the bike owner and then go straight to the source! In addition to having a custom painter of Steele’s caliber in your rolodex, offering inhouse paint service for smaller jobs is a great value addition for your service department. The PowerSport Institute now offers custom paint as part of its curriculum, and the school also has offered two- and three-day workshops that teach participants how to take on popular designs, including flames, skulls and pinstripes. If you’re interested in learning custom paint skills, there’s no time like the present. MPN has turned to our sister publication BodyShop Business for a simple walk-through of a pinstriping job courtesy of David “Hivoltz” Richards, a self-taught pinstriping artist. See examples of his work at www.pinheadlounge.com, and see a fully-illustrated version of this article at http://bit.ly/Sh8tYE.
What you need: ● Paint thinner ● 1-Shot reducer ● 1-Shot hardener ● 1-Shot lettering enamel ● Wax and grease remover ● Windex ● Mack 20 Series 00 pinstriping brush ● Small lettering quill • Saral transfer paper • Dixie cup A basic pinstripe walk-through: I start by getting my center line on the panel and making a pattern with my vinyl plotter software. You can always complete this step by hand.
1
2 3
I transfer my pattern onto the panel using Saral transfer paper
I use a small Dixie cup to hold my paint, as it only takes a little to do an entire job. I start out with the lettering. It’s very important to do this first if you’re outlining the lettering, because you want to give the paint time to dry. You definitely don’t want to work over wet paint .
4
After filling in all the lettering, I take my fine line tape and, as before, get my center line for the design. I like to do my designs freehand, but you can draw them out and transfer them, too.
5
Next, I use my Mack 20 Series 00 striping brush. After I clean it, I dip it in the paint and pallet the brush back and forth to make sure I get the paint up in the ferrel of the brush for proper flow. Palletting back and forth, adding reducer for proper consistency, you want it to
38 October 2012 | Motorcycle & Powersports News
feel somewhere between melting ice cream and syrup. In other words, you want the paint to have some drag to it. Again: practice, practice, practice.
6
I start by pulling lines on each side of the tape until I get my center. Next, I fill out the design, trying to be symmetrical and adding balance to the design without getting carried away. Trust me, less is more; it’s easy to overdo it .
7
. I use a compass to get my circles perfect. Keep in mind these designs will get easier as you practice and develop your own style.
8 9
Once I finish the design, I add a border to it.
I start adding my outline to the lettering. This takes some time and a lot of practice, but it’s a lot of fun and it adds to the panel.
10
Once I finish outlining, I start adding some white to the design for balance, trying not to get too carried away. In this example I used red and white, the white can kill the red if you’re not careful.
11
I add just enough white to balance it out. Then, I add a white border to compliment the red. That’s it for this job! We hope we’ve inspired you to invest in offering custom paint to your customers if you’re not already doing so. If you do offer custom paint services, we’d love to see your work! Share your pics of your custom work with MPN on Facebook today! t
Communication Systems HBC100 Moto Helmet Communications BITwave USA The HBC100 puts boomless, hands-free technology into the helmets of motorcyclists cruising the highway. Riders effortlessly can make a call, intercom with a passenger or jam out to music. The boomless microphone isolates the voice and eliminates background noise, so users can be heard loud and clear even in the most extreme environments. This product is available for $149.95. ------------
For More Info: www.uclear-digital.com
SPH10H Half Helmet Stereo Headset and Intercom Sena The SPH10H is a Bluetooth stereo headset and intercom that’s especially for half helmets. It features the latest Bluetooth 3.0 technology and allows riders to wirelessly make mobile calls, as well as listen to music and GPS voice navigation. Riders can also hold conversations with other motorcyclists or passengers via the product’s four-way intercom system. The durable sweat and water-resistant ear flap design provides a secure fit, while the long-lasting battery yields up to 10 hours of talk time and seven days of stand-by time. The SPH10H comes with a twoyear international warranty and retails at $219. ------------
For More Info: www.senabluetooth.com
Scala Rider G9 Cardo Systems The Scala Rider G9 enables users to toggle back and forth to converse with up to eight riders at a range of up to one mile, talk to up to two friends simultaneously, and access a variety of other conversation features via voice or touch command. It also features wireless access to a mobile phone and GPS/music stereo streaming functions in a sleek, compact headset. ------------
For More Info: www.cardosystems.com
40 October 2012 | Motorcycle & Powersports News
Snowmobile P&A
Lightweight Silencer for 2011-13 Polaris 800 Starting Line Products This lightweight silencer reduces weight by 3.25 pounds (4 pounds on the 2013 models). Its slim design and ceramic coating reduces underhood heat and gives more clearance from the side panel. It also has a more positive silencer to belly pan seal to ensure exhaust gases cannot re-enter the underhood area. This product is SLP tested and passed SAE J-2567 stationary sound tests below 88 decibels. It retails at $299.95.
Wrench-Off Oil Filter K&N Engineering These snowmobile-friendly filters are compatible with synthetic oils, allowing for high flow rates without breaking them down. The uniform pleated media provides high capacity and outstanding filtration, while the pre-lubed base gasket allows for optimum seal and quick installation. These filters are designed for easy removal from hard to reach places, like the inside of a snowmobile hub. Each filter retails for $13.99.
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For More Info: www.startinglineproducts.com
For More Info: www.knfilters.com
Snowmobile Lift Stand American Manufacturing This lift stand is designed to raise your customer’s sled so they can work on it easily without getting a backache. Features include rubber bumpers on the front for non-slippage and bumper legs on the back for rear adjustability. ------------
For More Info: www.eagleplows.com
42 October 2012 | Motorcycle & Powersports News
Comp 7 Series Arctiva The Arctiva Comp 7 Series features a durable waterproof/breathable shell fabric throughout the gear. The jacket sports multiple vents, a double cuff system and taped, heat-sealed seams, as well as 140/180 GM Holofiber insulation that’s suitable for extreme conditions. The insulated bib pant features inner thigh vents, an adjustable cuff system, removable suspenders and back panel, and a bib interface that locks the jacket in place. The Polyfil insulated gloves and mitts have a waterproof and breathable Hipora membrane liner insert, an integrated backhand vent and heat pad pocket, and a texturized PVC palm for durability and grip. These products come in a variety of sizes and colors. Jacket and pants retail between $225 and $245, gloves retail for $60 and mitts retail for $55.
Brite-Lites Multi Color Remote Control LED Strip Kit Bluhm Enterprises Light up any vehicle with the LED Strip Kit. This kit has a super-thin infrared remote control unit and strips that change colors and run programs as its user pleases. Thirtytwo functions and various degrees of brightness are all controlled by the handy remote. The kit includes six flexible strips and versatile connector cables, and it works on any 12-volt DC electrical system or with an optional DC converter. Retail pricing is $179.99. ------------
For More Info: www.britelites.net
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For More Info: www.arctiva.com
Procharger Supercharger Kit Speedwerx Designed for 2007-13 Arctic Cat 800cc models, this kit comes complete with everything needed to complete the build. Advantages of using this kit include stock-like sound levels, a lighter sled, a self-contained oiling system, lower underhood temperatures and instant throttle response. It’s designed to run at 210 horsepower on premium pump gas, and no chassis mods are necessary. The Procharger Supercharger kit comes as a complete bolt-on kit with an approximate install time of four hours. The retail price is $5,995. ------------
For More Info: www.speedwerx.com
MotorcyclePowersportsNews.com 43
Snowmobile P&A Attack Screw Woody’s Traction The easy-to-install Attack screw is designed to improve maneuverability and traction for any kind of terrain. It is a zinc-coated, high-grade carbon steel hex screw with a brazed carbide insert. The Attack is available in three lengths. Woody’s Twist Screw Application Chart provides details for the screw length to lug height application.
Heavy Duty Adjustable Snowmobile Stand Marshall Distributing This snowmobile stand’s height adjusts between 26 inches and 33 inches. The stand features aluminum construction and is rubber padded to protect the snowmobile’s bumper. They are sold in packages of four and retail for $34.95.
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For More Info: www.woodystraction.com
For More Info: www.marshalldistributing.com
NXT LVL Handlebar FLY Racing The NXT LVL’s specific bend improves handling and increases control while lowering the center of gravity, causing the machine to feel less wobbly. This handlebar measures 7/8 inches in diameter, is made from 2014 aluminum and has a bead-blasted finish for added strength. Adjustment lines on the end of the handlebars allows your rider to cut them down to a preferred width, while the grip area is wide enough to accept OEM controls and handguards. This product includes a heavy-duty, cold resistant crossbar pad and retails for $54.95. ------------
For More Info: www.flyracing.com
Sno-Tree Aquacarts Inc. The Sno-Tree allows you to save valuable space with three units in the space of two. It’s made with a strong tubular 2-inch steel frame with a white powdercoat finish, and includes six casters for easy mobility. Additionally, its bunks are wrapped in premium marine carpeting. ------------
For More Info: www.aquacarts.com
44 October 2012 | Motorcycle & Powersports News
MarketPlace
Find out more about the classified advertisers in this issue
Cash For Slow Moving & Obsolete Inventory! Yamaha, Honda, Suzuki, Kawasaki parts bulk lots. Also buying aftermarket accessories bulk lots! What do you have to offer?
Speed and Sport Inc. www.speedandsportinc.com yamaron@ptd.net 570-784-6831 Fax 570-784-6835
46 October 2012 | Motorcycle & Powersports News
TO ADVERTISE IN CLASSIFIED MARKETPLACE CALL Roberto
Almenar 330-670-1234 ext 233 ralmenar@babcox.com
Ad Index FREE ONLINE RESOURCE CENTER Find out more about advertisers in this issue online at
www.motorcyclepowersportsnews.com/resourcecenter
online at www.motorcyclepowersportsnews.com/resourcecenter.
www.motorcyclepowersportsnews.com/ resourcecenter
Same Day Shipping • Huge Inventory www.sammytanner.com 909-350-2727 888-258-0369
Amsoil Inc .......................................45
Automatic Distributors............Cover 3
Buell Motorcycle Co ........................13 Cardo Systems, Inc..........................41
Freymoto Industries........................18 Gardner Denver...............................17
Helmet House ................................4,5 K&L Supply Co.................................19
KK Motorcycle Supply .....................23 Leather Therapy..............................21 Marketplace Events ..........................7 MBA Insurance ................................16
MTA Distributing .............................21
Parts District...................................47 Perf-form Products.........................46
Pit Posse Motorsports ................34,38 Protective Life Corp. .........................9
Schumacher Electric Corp...............33
SEMA...............................................27 Service Manager Pro.......................20
Short Block Technologies................29 Spectro Oils Of America ..................11
Sudco International Corp. .......Cover 4 Sullivan's Inc. .............................37,39
Western Power Sports Inc....Cover 2,3 UCLEAR-Bitwave USA .....................50
XY Powersports...............................25 Zurich..............................................15
MotorcyclePowersportsNews.com 47
Inside the Industry Scorpion Sports Inc. To Separate from D2M
50 Below Files for Bankruptcy Website provider 50 Below has filed for Chapter 11 bankruptcy, the Duluth News Tribune reported. The filing was made on Aug. 29, and it claims the Minnesota-based company owes about $12 million to 20 creditors, including the IRS, the Minnesota Department of Revenue and the Minnesota Unemployment Insurance Program. Representatives from 50 Below said that the company will not be forced to lay off any of its 250 employees. The newspaper reported in a follow-up story that 50 Below expects to exit Chapter 11 bankruptcy in three or four months. t
Lehman Trikes USA Resumes Operations Lehman Trikes USA is surging forward with full operations and is fulfilling orders for Harley-Davidson, Honda, Kawasaki and Suzuki conversions. The company had suspended its operations in early March of this year while in search of a
Scorpion Sports Inc. USA (SSI) has announced its intention to separate from D2M Inc. as part of a broader restructuring strategy. D2M has provided the role of a third party sales management service for SSI, overseeing its direct-to-dealer sales effort in conjunction with D2M’s growing product catalog and vendor list. “D2M brought a lot of experience and knowledge to the table,” said John Kim, managing director of SSI. “While D2M provides a tremendous service to its vendors, their role with SSI was no longer compatible with our strategy moving forward. We wish them all the best.” D2M will officially conclude its role with SSI by Oct. 4, 2012. Jang H. Park, owner of SSI’s parent company Kido Corp., will step in as CEO of SSI. “To ensure the long-term success and growth of the Scorpion brand, I felt it necessary to take a more direct role in the reorganization of SSI to bring in the added focus and attention this brand deserves,” he said. John Kim will continue to oversee the day-to-day operations of SSI and help execute Mr. Park’s long-term vision for SSI USA and the Scorpion brand.
qualified investor. Craig Arrojo, CEO of Champion Investments Inc. and Champion Trikes, acquired the company’s assets and began a phased-in return of full operations that began in June. “We are very excited about the reestablishment of this exceptional company and have been working diligently and ambitiously for the past several months reinstating staff, vendors and production.” said Arrojo. Lehman Trikes USA was a fundamentally-sound company, but a combination of uncontrollable factors led to its cessation of operations. It is the intention of both Lehman Trikes USA and Champion Trikes to enrich each customer’s experience by combining almost 50 years of expertise in the trike industry between both companies. The end result is costeffective operations and quality products that are passed on to the customer. New
48 October 2012 | Motorcycle & Powersports News
product development is already underway for Lehman Trikes USA, and customers can expect exciting products in the near future. For more information on Lehman Trikes and to locate a Lehman Trikes dealer, visit www.lehmantrikes.com or call 888-3WHEELS. t
Helmet House Launches Tour Master iPhone App Helmet House Inc. has introduced a new mobile phone app for its Tour Master line of products. Designed by Vreeke & Associates, this comprehensive Apple iPhone application is available in the iTunes app store for free. With this exciting new app, users can: • Find all Tour Master product images and information • Access Tour Master product and other-related videos on the Helmet House YouTube channel • Access websites for all Helmet House-related brands and companies with only two clicks from the app • Connect to a wide variety of Tour Master-related industry organizations • Find key riding destinations around the country
PowerSports Network Launches SocialLink Rewards Program PowerSports Network has announced the launch of SocialLink Rewards, an online program that will drive more consumer interaction with dealership sites and increase the number of customers seeing those sites. . PowerSports Network’s SocialLink Rewards was designed using VoxBloc, a social media application that its parent company, Dominion Enterprises, acquired in late 2011. VoxBloc was successfully developed and implemented in the entertainment industry and is now part of Dominion Social Ventures. “This is the next evolution of social networking for our industry,” said Patty Dao, general manager, Dominion Social Ventures. “Our ROI on Facebook and Twitter will only grow if we encourage our consumers to become more involved with us and our online discussions. SocialLink Rewards accomplishes that.” The SocialLink Rewards program encourages consumer interaction by providing enthusiasts with points for sharing or ‘liking’
• Locate Tour Master dealers across the U.S. through a GPSbased system “We are extremely pleased with this latest online tool for our dealers and customers,” said Richard Kimes, director of marketing for Helmet House. “The Tour Master iPhone app is an exciting addition to our online marketing efforts. We are committed to helping our dealers with product knowledge and resources at retail while making it easier for our consumers to research our products. This tool is just another example of our customer support. More applications are planned on other product lines as well.”
something on a dealership’s Facebook and Twitter sites. Consumers will eventually use these points to win product or service giveaways provided by the dealership. In return, the dealership sites become more active online channels for enthusiasts, while their friends and social media followers become potential clients for the dealership. Dealers of PowerSports Network already have seen the benefits of a strong social networking presence in their stores’ website traffic and overall sales. SocialLink Rewards showcases a dealership’s inventory on its Facebook page, creates Facebook events, offers scheduled posting of featured inventory and events, and increases newsletter subscriptions. “Since the introduction of SocialLink last year, PowerSports Network dealers have enjoyed an average increase of 102 percent in website page views and a 65 percent increase in unique website visitors,” said Laura Reinders, marketing manager, PowerSports Network.
Harold Olaf Cecil Takes Full Ownership of Giant Loop After successfully navigating its four-year startup, adventure motorcycle soft luggage innovator Giant Loop is on the road to sustaining continued growth. The company recently secured its first injection of working capital since it started in 2008, and co-founder
Revive Your Ride! Year-End Giveaway Encourages Building Consumer Interest The Motorcycle Industry Council (MIC) will be launching the Revive Your Ride! Year-End Giveaway for retailers. Funded by the MIC Aftermarket Members, the objective is to help retailers get customers excited about riding again and back into the stores. All a retailer has to do is sign up. Once that’s done, he or she receives two promotion posters and a unique dealer code that grants unlimited access to online downloadable flyers, postcards, Web content, banners and other digital assets to help spread the word about the giveaway. To enter, your customers need only to go to a participating retailer. Customers then get a unique entry code from the participating retailer, which is then entered online. The grand prize is a $2,500 gift certificate. Ten first place prizes of $1,000 gift certificates will also be given away, as well as two second place prizes of $500 gift certificates. The Revive Your Ride! giveaway starts Nov. 1 and runs through Dec. 31. Retailers can sign up at www.mic.org. t MotorcyclePowersportsNews.com 49
Inside the Industry Harold Olaf Cecil has taken full ownership. Company co-founder Dave Wachs recently sold his interest in Giant Loop and is pursuing other opportunities and interests. “Dave Wachs was an important part of Giant Loop’s early success, and we wish him well,” says Cecil. Brian Frankle, founder, former owner and award-winning designer of a successful outdoor recreation equipment company, recently joined Giant Loop as design director. Frankle is a well-traveled adventure motorcyclist, having ridden the Trans-America Trail across the U.S. using motorcycle soft luggage of his own design and creation. “Giant Loop’s future is wide open now,” says Cecil. “To remain vital and competitive in the long term, we have to accelerate the pace of innovation and brand penetration. With Brian Frankle leading new product development in his role as design director, and with the financial stability provided by securing funds through a Small Business Administration-backed working capital loan from Columbia State Bank, we are ready to take Giant Loop to the next level.” Cecil and Frankle will introduce an updated and expanded 2013 Giant Loop product line at the EICMA motorcycle show in Milan, Italy, in November, followed by the Dealer Expo show in Indianapolis in February 2013. t
HJC RPHA Helmet Series Media Launch The powersports media gathered at the North Ranch Country club in Beautiful Westlake Village, Calif., on August 29 for the official launch of the new RPHA series HJC helmets. HJC designers Tae R. Lee and Janis Chun were on hand for the presentation and gave the media the scoop on the entire product lineup. In recent years, HJC has focused substantial efforts on the development of new technologies and manufacturing capabilities. HJC says it has reinvented the parameters of premium helmet performance with the new advanced-concept RPHA series. The HJC RPHA 10 (formerly the RPS-10) is a high-performance sport/street helmet designed with input from MotoGP star Ben Spies. For riders who prefer a modular design, the HJC RPHA Max brings remarkable lightness, superb aerodynamics and a remarkably quiet interior for true all-day comfort. And the new off-road HJC RPHA X transforms all of this newest technology plus off-road-specific elements into a premier, lightweight dirt bike helmet that’s been race-tested and developed in AMA Pro Supercross and Motocross competition. Well-regarded as one of the premier helmet manufacturers in the world, HJC takes it a step further with the RPHA line. In order to achieve the lightest DOT and Snell 2010-approved helmet on the market, a completely new method of manufacturing had to be devised. Design and the most comprehensive testing labs in the industry make these helmets a standout. I was completely surprised at how light they were. I'll have an opportunity to put the RPHA series to the test in the coming weeks and will report back with my impressions. -Dean Kelly