In his May 27 letter, Randy Cox of Crouse Ford in Hampstead, Md., equates Harley-Davidson dealers' level of customer satisfaction to their profit margins. Indeed, Harley dealers have some of the most satisfied customers on earth and generate high gross profits.
Customer satisfaction, however, is not due to profit margins. The last time I checked, attitude, effort, courtesy, follow-up, product knowledge and exceeding customer expectations didn't cost a dime. It's the PEOPLE, not the profit.
Visit a Harley-Davidson dealership and you'll see it, hear it and get it.