CLICK HERE TO GET THE 'EXCEPTIONAL SERVICE ACCELERATOR' ($15K VALUE)

LET'S TALK
HOME
ABOUT
MICHAEL BARNETT SIX-SIDED SERVICE
SPEAKING
KEYNOTE PRESENTATIONS WORKSHOPS
CONSULTING
CSS® PROGRAM Complete Service Solutions HIRE MICHAEL AS YOUR NEW CXO 12 MONTH IMPRINTING® PLAN FREE COACHING
RESOURCES
SERVICE 'SNIPPETS'® STORE DOWNLOADS IMPRINTING® ASSESSMENT
ON-DEMAND COURSES
CUSTOMER IMPRINTING® COURSE PATIENT IMPRINTING® COURSE 90-DAY CHALLENGE
LOGIN

"As a result of this partnership, we have increased our 'Relational Velcro' (more meaningful interactions)"

 

Retail Client Success: Harley Davidson

Harley-Davidson Motorcycles 

As a luxury brand, Harley-Davidson has spent decades building a legacy that is unmatched in its space. However, with declining sales, staff turnover, and internal departmental challenges all impacting their their customer service, Six-Sided Service was asked to provide an integrated approach with select underperforming Southern California retail locations. 

Some of the significant challenges were to engage team members with low buy-in, address service skill gaps, gain credibility within the riding culture, create minimal daily disruption, and increase sales substantially. The result was double-digit revenue increases, substantial decrease in team conflict,  new signature service-based micro-events that elevated customer relations, and a service plan that will enable these dealerships to create more meaningful interactions with those they serve.

View our Harley-Davidson case study.

WHAT WERE THE RESULTS? 

We delivered significant improvement in sales, service, & team engagement 

  • Double-Digit revenue increase within 11 months
  • Culture shift: 60% reduction in toxic internal service culture self identified in discovery phase (see case study for more details) 
  • Increase in customer service satisfaction and record attendance and participation in dealership events and programs 
  • Solidified team stability with clearer service standards, responses, and practices
  • Increased employee retention and production
  • Discovery of significant factors that grew dealership loyalty and not just brand loyalty
  • These dealerships now have an internal service leader (Service Architect) that was trained to continue trainings and service initiatives
  • The in-fighting between departments reduced substantially, and customers no longer feeling like they're in the middle of internal issues
  • Using the 'Relational Velcro' approach, each department lead enlisted specific ways to make customer interactions more meaningful

         

HOW DID WE DO IT? 

We provided A.R.M.S. to Harley-Davidson 

  • We provided HD with the Six-Sided A.R.M.S. service model = Actionable · Repeatable · Measurable · Scalable 

  • In-person training and empowerment of department leads to execute service expectations
  • Individual service action plans for all department leaders
  • We used our 'Service Deck' tool, which is 52 playing cards that have customer service quote and questions. This was used for quick fire service trainings and proved very effective to engage busy team members and improve their service performance
  • Providing soft skill training to enable team members to communicate more effectively with everyone
  • New service focused dealership events were established and have become signature dealership events

WHY WE CHOSE THIS APPROACH 

We provided service support to a unique culture that elevated the HD core strengths

  • We were bound by limited time with team members, so we created quick-fire trainings that proved extremely successful
  • Our ability to create service change from the dealerships core strengths provided long-term success
  • We have created custom initiatives/events/processes that sets their service programs apart from every other clinic
  • Developing Relational Velcro (creating more meaningful customer interactions) resonated with most every team member
  • Our greatest asset was not to provide 'our' training and make the HD team adapt, but understand their culture and create a service strategy around their DNA.

WHAT ARE THE FIRST STEPS TO SERVICE IMPROVEMENT? 

Commit to creating exceptional service

1. Assess your willingness as an organization and decide to begin creating real service change

2. Prepare to invest 12-24 months in the consulting/training process

3. Contact us to begin a service conversation

LET'S BEGIN A CONVERSATION

We are here when you are ready!

Everyone wants to deliver exceptional patient experiences. Committing to the process is the greatest barrier. Our team is here to serve you when you are ready to implement a proven service strategy that enables you to make a greater imprint on those you serve.

We look forward to speaking with you soon.