Harley Davidson 2009 Annual Report Download - page 8

1212 HARLEYHARLEY-DAVIDSON, INC.DAVIDSON, INC. 2009 ANNUAL REPORT
REVVING UP
STREET-LEVEL
PASSION.
Dealers are the local heartbeat of Harley-
Davidson. In cities and towns far and near,
they are the vital connection between rider
and machine, fulfi lling dreams and build-
ing lifelong relationships.
THE HIGHER ROAD
Dealerships are destinations that bring
the entire Harley-Davidson experience to
the world. And dealers are more focused
than ever on exceeding customer expec-
tations every day. They and their teams
understand the importance of personal-
izing every customer interaction, from
sales, service and customization to great
rides and events. They are dedicated to
continuous improvement
— learning best
practices from one another and through
Harley-Davidson University. And, with
the adoption of advanced technology
solutions, they are able to stay better
connected with customers and manage
their businesses more effectively.
MANY POINTS OF CONNECTION
Because customers come into the family
in all kinds of ways, dealers understand
that every part of their dealership is an
important opportunity to connect. Top
caliber sales and service teams are a key
to customer engagement; so are test rides
and Authorized Rentals, which fuel dreams
and inspire new bike purchases. And pre-
owned motorcycles are just the ticket
in for some riders, starting a lifetime of
ownership and customization.
There’s a reason Harley-Davidson deal-
ers are the best in the industry. To them,
Harley-Davidson is much more than a
business; it’s a way of life and a personal
passion which shows at the street level
in destinations around the world.
TOP LEFT Great service is a point of differentiation
for Harley-Davidson dealers, including Harley-
Davidson of North Texas in Carrollton and techni-
cian Tom Talamantez.
BOTTOM Harley-Davidson Borie, the oldest Harley-
Davidson dealership in France, in its new store
just outside Paris. Through great execution of
all the details, Harley-Davidson new motorcycle
retail sales rose in France in 2009.
TOP RIGHT Sharing passion for the brand and
business experience at a recent Harley-David-
son dealer convention are dealers (from left):
Joaquín R. Trejos, San José, Costa Rica; Irv
Fossaen, Onalaska, Wis.; Ferdinand Fischer,
Vienna, Austria; Tan Lin Lin, Qingdao, China; and
Tommie Loos, Johannesburg, South Africa.