dealer profile lovely piece of land down a steep driveway below Montford Cove Rd . It ’ s a beautiful location , once you find it .
Brandon Prokupek said their biggest goal when they purchased the dealership was to retain the customers and attract new ones . “ The original owner stayed on for six months , so he could introduce us [ to existing customers ] and form a good relationship ,” Prokupek said . “ We tripled the business in the two and a half years since we took it over .”
“ Customer service keeps people coming back to us ,” Norman said . “ Plus , it ’ s not a typical mower shop . It ’ s not concrete floors and dim lighting . It ’ s clean and welcoming . We have really good people in place to serve our customers .”
The dealership has two full-time mechanics . One specializes in two-stroke and hand-held products and the other is experienced with tractors , ATVs , side-by-sides and zero turn mowers .
He said they strive for that smalltown , homegrown feel with an attention to service and customer care like a larger corporation . Building a relationship with the customer online
GWO Staff ( left to right ) Andrew Norman , GM ; Brandon Dockery , parts and warranty specialist ; Doug Robbins , service manager ; Jonathan Lee , shop hand ; Marie Hobbs , parts and sales . ( Front row ) Buck , shop dog .
GWO added Bad Boy vehicles recently , including the UTV line . The dealership is considering adding another line of UTVs .
can happen in a variety of ways . From video walkarounds at the dealership to staff introductions and more . Customers will connect with a face before they walk into the store . Then , when they enter the dealership , they will feel like they already have a relationship with somebody who works there .
“ People want to do business with people ,” Prokupek said . “ We all sell the same products . The thing that differentiates one store from another is their experience and their staff . I think if you showcase that online and give people that perception of who you really are , then you ’ re a lot more likely to get that business and retain it .”
“ Of course , we look at numbers and reports to keep the business alive ,” Prokupek said . “ But at the end of the day , it ’ s really more about the people . When employees can see that there ’ s some way to grow and feel like they have a say , then they are a lot more likely to stick around .”
While employee retention can be a challenge , when dealers retain staff , the customers get used to dealing with those individuals and build that relationship . He said that being in the powersports business for so long prior to entering the power equipment space has helped them to create processes and structure . In addition to operations , Prokupek said it ’ s important for dealerships to build a brand .
“ We built it out as a lifestyle brand ,” he said . “ You ’ ve got to have something that people gravitate towards .”
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