Service: A Commitment to Our Clients

Service: A Commitment to Our Clients

While preparing for HB Cycle’s grand opening in 1989, Phil Hodgson was quoted as saying, “If we treat people right, our service record will speak for itself.” This philosophy continues to be the backbone of HB Cycle and Outdoor Centre, and has played an enormous role in the company’s rise to success.

Phil and Linda understand the importance of making customers feel welcome, and ensuring no-one feels pressured to buy something they don’t want. “If you are working as hard at trying to help your customers fi nd what they need as you are trying to sell a product, it will pay off with return business,” says Phil Hodgson. “You have to make sure you sell them what they need and not necessarily what you have on the lot, even if you have to special order.”

If there is one thing Phil Hodgson can’t be called it’s “hard nosed “ His approach to selling products has never wavered and this is passed down to the entire sales staff. “We don’t push or hard sell anything. ’ says Hodgson. We are all about sharing our toys and sharing the excitement and enjoyment of our sport. Our sales people genuinely want to help you fi nd the recreational product that will bring you the most happiness. Whether it’s a motocross bike or a thirty foot bunk house trailer the HB sales staff is there to help educate their customer and fi nd the right unit. This may explain why there is a steady stream of new and exciting products arriving at HB Cycle every season.

HB’s excellent customer service is renowned throughout the Kawarthas, and it extends beyond their no-pressure attitude to sales. They also service and repair all of the machines they sell, from motorcycles to RVs.

“At HB Cycle, All-Star service is job one,” wrote Linda Hodgson in 1992. That still holds true today. With a staff of expert mechanics and several onsite service bays, HB Cycle and Outdoor Centre is well equipped to handle all recreational vehicle repairs or regular maintenance needs.

fun-at-work-with-phil-bill-and-rickThe team works continually to streamline their service department in order to better serve their customers. “We are constantly demoing units, visiting factories, attending dealer shows and meetings,” says Hodgson. “We are just big sponges, trying to soak up everything we can.”

Another thing that sets them apart is their calm, understanding approach. “We try to keep things relaxed,” Phil Hodgson explains. “If a customer comes to us needing emergency repairs, it is likely to be a stressful situation for them. We try to keep things light, and make the experience as positive as possible. Our service managers are the best in their field. Rick Lawrence is an expert motorcycle mechanic that understands what you and your motorcycle need to be safe and happy on the road. In the trailer department Dave Frantsi is known as “Trailer Dave” and is an RV expert that knows the inner workings of every system in your travel trailer or RV . If Dave can’t fix it, it is not worth fixing.

The cast of skilled staff members have all played integral roles in the thriving business. Since hiring their first employee, mechanic Bill McDonald, (the person that Phil apprenticed under) HB Cycle has built a reputation of hiring only the best people. Each worker is an expert in their field, and many have backgrounds in racing. Each of the 21 friendly individuals who work at HB Cycle and Outdoor Centre is enthusiastic and knowledgeable about power sports and outdoor recreation, and will often engage customers in lively discussion about their favourite machines and outdoor past-times.

It isn’t hard to mistake the workplace dynamic for a family get-together. Strong friendships have formed over the years between Phil and all of the employees. The friendly atmosphere is infectious and makes customers feel at ease from the moment they walk through the door. “Having fun at work is important,” says Hodgson. “Passion for your work goes a long way and so does being nice to people,” they make that a habit and a priority, especially when it is time to hire a new employee. Hodgson feels this practice has helped the dealership to become a good, solid business with low employee turnover.

The magic combination of HB Cycle and Outdoor Centre’s top-notch staff, friendly no-pressure sales, and fantastic repair and maintenance department, creates a business that puts the customer first and delivers excellent service every time. This translates to a long list of satisfied customers who have made HB their go-to power sports superstore in the Kawarthas.

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