Things Dealers tell Customers

Discussion in 'The Perfect Line and Other Riding Myths' started by ak_diane, Aug 16, 2012.

  1. GoNOW

    GoNOW Long timer

    Joined:
    Feb 22, 2006
    Oddometer:
    1,588
    I can't speak for other dealers, but not wanting to mount customer provided tires can also be due to the crap they bring in. I did one last week that was an obvious cheap Chinese factory second. It had a nasty wobble and would not balance. The customer saw it as my problem, not his.

    Only problem with this is that it's not a little extra and it's not time to time. It's a lot and it's several times a week.

    I spent over an hour after closing Saturday because some HD rider through I installed his front wheel wrong and I had to pull everything off and put it back on in front of him, showing him where each part goes.
  2. acesandeights

    acesandeights Asperger

    Joined:
    Jul 2, 2008
    Oddometer:
    4,124
    Location:
    So. Oregon
    My statement was a general statement, obviously, and not specific to every customer or situation. Certainly, some customers want you to make their crap wheel new buy installing a cheap tire on a bent wheel. Not going to happen. Most times you can win that customer over though.

    I think there is a resurgence, that the pendulum is swinging back toward wanting a better buying experience and not just the lowest price. I think people, in this case customers, are finding out the lowest price does not bring the buying experience they want. They are coming back to wanting a smile when they walk in and a handshake when they walk out. But, it isn't cookie cutter either. If you're going to offer a lunch special, better make sure you get the customers in and out in enough time for them to be back at work in less than an hour. Then, when a couple comes in for dinner better not make them feel like their table is just there for the next couple coming in and you're trying to turn them over every hour.

    My point is people want to feel special. Everyone does. If they don't, why won't they shop online, or travel the least distance to the closest shop?

    People expect to get two out of three: fast, affordable, quality. What customer service is, is figuring out which two the customer wants, not giving them the two you want, or the two you think is most imporant. The breakdown is when the provider of service thinks the customer wants all three; they don't. You just have to figure out which two, not pre-suppose or assume which ones or that they want all three. You figure out in the first couple minutes which two the customer wants and they'll come back, and they'll spend more. If you don't get it right up front, you apologize at the end of the transaction, recognize which one they wanted and tell them you'll work on that for next time. That's the difference between a successful business and one that fails.

    It's cheaper for a business to earn repeat customers than to get new customers.
  3. ttpete

    ttpete Rectum Non Bustibus

    Joined:
    May 13, 2009
    Oddometer:
    6,249
    Location:
    Dearborn, MI
    Online shopping has made buyers aware of how much some dealers are making on tires. I've known for a long time because a friend in the bike business has an account with Tucker-Rocky. He will get me tires at his cost + 10%. All he does is call it in, and I go over to the local warehouse and will-call them. The wholesale prices are a bit less than those charged by online sellers, who apparently are getting quantity discounts we don't, and that's what makes their profit margin.
  4. SamRus

    SamRus Been here awhile

    Joined:
    Mar 11, 2010
    Oddometer:
    306
    Location:
    Southern IL
    So I read the first page of this thread, and then jumped to the last one. And you guys are still talking about a dealer not mounting a tire someone bought on internet :rofl

    So bring the thread back: anyone had anything else a dealer told you (besides not mounting your tires)?
  5. JimVonBaden

    JimVonBaden "Cool" Aid!

    Joined:
    Feb 11, 2005
    Oddometer:
    56,130
    Location:
    Alexandria, VA
    That about sums it up, and accurately describes why some small businesses fail!:deal

    Jim :brow
  6. PT Rider

    PT Rider Been here awhile

    Joined:
    Aug 29, 2009
    Oddometer:
    738
    Location:
    NW Washington State
    Dealers have accounts with one or more of the three big wholesalers...Parts Unlimited/Drag Specialties, Tucker-Rocky, or Western Power Sports. The wholesalers have price tiers depending on the amount of business the retailer does with them. My local indie shop, a really small shop, gets the lowest PU pricing because they buy all their stuff through them...tires, batteries, chains, etc. The wholesalers have their own branding, whether it is a Parts Unlimited branded battery or chain or WPS branded chain, or WPS's Fly Racing, or Tucker Rocky Speed & Sports or Protaper, etc. The house brands tend to be good quality (can be beat, but at a price) with good aftermarket service to the retailer, at least from PU. I ordered a set of tires from a cheapo on line source, and the labels on the tires showed that they originally traveled from the Michelin warehouse to the Parts Unlimited warehouse, and then to me after I placed my order.
  7. BrandonR

    BrandonR Been here awhile

    Joined:
    Oct 21, 2007
    Oddometer:
    861
    Location:
    Oregon

    Most businesses (big or small) shop around for the best price, in the era of Google it takes less time to do that than to find the page in the catalog. If the dealer can get better prices ( and often delivery time) on tires by ordering from "Online store X" than through Parts Unlimited they're foolish not to do so (think of the extra markup!). Or the claim that the "Online store X" price is below their wholesale price is simply a lie. In my opinion if you don't stock it then you don't deserve much of a markup since you don't have any skin in the game. If someone buys a tire from "Online store X" and brings it into the shop to be mounted then the shop should evaluate the tire for fitness to mount and offer to mount it for a fair price based on the labor + overhead involved or decline the work based on inability to mount it safely (if it's damaged or faulty for example).
  8. 250senuf

    250senuf Long timer

    Joined:
    Feb 17, 2008
    Oddometer:
    2,487
    Location:
    Nelson area, Kootenai, BC, Canada
    In the pages you skipped the thread meandered onto various items, think tracing a figure eight. You just happened to hit tire mounting. :D
  9. ddavidv

    ddavidv Thrifty not cheap

    Joined:
    May 10, 2009
    Oddometer:
    1,308
    Location:
    Elizabethtown, PA
    No, you're close to right. This thread has degenerated into a discussion of tire mounting, where tires come from, blah blah blah. Makes the Killboy thread look like it's staying on track.
  10. 1911fan

    1911fan Master of the Obvious

    Joined:
    Aug 13, 2007
    Oddometer:
    3,313
    Location:
    North Central Washington
    Umm... I've told one local shop where to find stuff cheaper than they were paying, and they still order from their usual sources. If you were a dealer selling tires, f'rinstance, and a customer told you where you could by tires online at their 'retail' for less than your current wholesale price, wouldn't you at least look into it? "Naahh, we don't get anything from them." was the response. Same thing when I wanted a battery for my 990, figured I'd give the local dealer a shot. Nope, pay $249 for a genuine KTM battery, no other options (such as the identical Yuasa I bought from the Honda store, with no KTM logo, for $130) . I've told them about Shorai batteries, too, and was told "Yeah, we've had a lot of people ask about them." but they've made no effort to source or stock them.
    Since we seem to be on tires, what is a fair price to mount them, if you bring in the wheel, off the bike, regardless of where the new tire was from? Local shops charge one hour's labor rate, around $90, for something the least trained shop employee can do in 10 minutes, and it takes them hours to get them done. Which is why I go to a guy who has a tire machine in his garage, does a great job while you wait, and charges $20. For $90, I'll do it myself; for $20, I'll talk story with the local while he swaps tires.


    1911fab
  11. Vertical C

    Vertical C Long timer

    Joined:
    Jul 19, 2007
    Oddometer:
    3,077
    Location:
    Sydney Australia
    A dealertold me that they are reluctant to fit anything bought in because if the part is faulty the customer blames them. Not sure he was referring to tyres per se but I see the point.

    If I buy from the one place I know who to blame and who will fix it for me. I do most of my own work though,
  12. Flyinace1

    Flyinace1 Been here awhile

    Joined:
    May 7, 2012
    Oddometer:
    594
    Location:
    So Cal
    I bought a tire from a dealer and then went to an internet retailer to get it mounted...they wouldn't do it








    :hide
  13. pinocono

    pinocono Husky Dü

    Joined:
    Jun 24, 2010
    Oddometer:
    491
    Location:
    the 'Nard
    My local Cycle Gear will mount and balance tires I carry in for $20 each.
  14. JimVonBaden

    JimVonBaden "Cool" Aid!

    Joined:
    Feb 11, 2005
    Oddometer:
    56,130
    Location:
    Alexandria, VA
    $20-25 is fair, plus parts like valve stems and weights if needed.

    I am lucky I can do my own, and most of my friends take advantage of that, for some rum, and we all are cool!:freaky

    Jim :brow
  15. pinocono

    pinocono Husky Dü

    Joined:
    Jun 24, 2010
    Oddometer:
    491
    Location:
    the 'Nard
    Yeah, I do my Husky tires myself, but the Harley tires are worth taking in and having someone else do on a machine.
  16. RxZ

    RxZ Legal Drug Dealer

    Joined:
    Mar 27, 2010
    Oddometer:
    1,915
    Location:
    Tyler, TX
    This is what I do. A guy I know down the road has his own tire changer in his garage, plus a balancer thingy and all the valve stems and weights you could shake a stick at. His payment: Beer or a donation of your choice.

    I'm cool with that. Plus, I help and do a good bit of the work, so I am learning how to do it myself for future needs. Win-win in my book :1drink
  17. Dusty_Bottoms

    Dusty_Bottoms Adventurer Ordinaire

    Joined:
    May 8, 2011
    Oddometer:
    858
    Location:
    Fort Collins, CO
    So if I put a tire machine in my shop I'll never have to buy beer?
    I could retire early!
  18. RxZ

    RxZ Legal Drug Dealer

    Joined:
    Mar 27, 2010
    Oddometer:
    1,915
    Location:
    Tyler, TX
    Most likely not :deal

    Don't know about retiring early though :dunno
  19. Seth650

    Seth650 Been here awhile

    Joined:
    Sep 21, 2012
    Oddometer:
    476
    Location:
    N. E. Pa.
    Had a powersports dealer in central NJ show me his "last" CRF250L "for the season" today, out of 7 he said he had at the start. Seems once a wholesale delivery to a dealership is sold off, that's it - no "ordering" more, and no deliveries to dealers until the start of next year's season, around March 2014. Does this sound right? So, if you sell all your new bikes by June 30, what do you do with your empty floor all summer, ballroom lessons?
  20. SgtDuster

    SgtDuster Long timer

    Joined:
    Feb 23, 2010
    Oddometer:
    3,493
    Location:
    Province of Quebec!
    Dealers exchanges