Re: H-D Premier Service Team
H-D PREMIER SERVICE TEAM SERVICED 1,800 RIDERS DURING 100TH ANNIVERSARY
Harley-Davidson and its dealers organized a Premiere Service Team (PST) to assist riders during the 100th Anniversary with motorcycle service needs. Running from August 28-Sept. 1, the PST received more than 1,800 calls and transported a few hundred motorcycles. Typical service needs included flat tires or worn out batteries.
Riders who encountered service problems could call a central command post inside the Juneau Avenue facility. Dispatchers would then direct PST members in the field to the rider's location. The motorcycle and the rider were then transported to the next available dealership for service. Dispatchers at the command post not only received phone calls, but also monitored State DOT cameras looking for motorcycles in need of service on the freeways surrounding the city of Milwaukee.
'Things happen, and no one wanted to miss the party,' said Leon Lubash, Western Regional SOAR Manager and head of the PST operation for Harley-Davidson Motor Company. 'We were there to make things right as quickly as possible.'
The PST was composed of 32 members of the Service Operations Team and 12 Company volunteers. Working closely with local law enforcement, the PST was able to maximize efficiency in clearing motorcycles from the roadways. Helping reduce repair wait times, other PST members retrieved parts from the Franklin Distribution Center.
The team's motto said it all: 'If you have a breakdown in Milwaukee during the 100th, you'll leave happier than if you had not.' All PST members agreed that the investment in community relations, customer satisfaction and being close to the customer was priceless.