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m 013 of ised at . ent hat rs' ss itsa mu13, in www.PowersportsBusiness.com NEWS Powersports Business • December 30, 2013 • 5 Dealership's Facebook class educates customers Facebook 101 aimed to build customer loyalty BY HEATHER REINHART CONTRIBUTING WRITER Harley-Davidson is using more of a digital approach in its marketing campaigns as of late, but with its average client being older in age, those customers aren't always getting the message. Tim McKeever, marketing manager at Gowanda Harley-Davidson in New York, decided to do something about it. McKeever presented a Facebook 101 class every Thursday night in October to teach the basics of the social media site — how to create a page and how to connect with friends and family (and how to connect with Gowanda Harley-Davidson). The class has been a hit, with 25 attending the first week and more newcomers giving it a try the second time around. McKeever said the whole idea was to have an opportunity for people to come in and learn the basics of Facebook in a one-hour session, but some have been coming back to future classes with followup questions. Topics have included how to post photos and tag people in them, how to "like" people and businesses and what happens when you do. Privacy and security settings are also covered in depth. "Harley-Davidson Motor Company is really pushing a lot of the promotional materials elec- tronically," McKeever said. "From a business standpoint, it's easy for us to stay in contact with the younger rider, but for an older rider …" The dealership is already starting to consider whether or not to offer similar classes for other social media sites like Twitter and Instagram. "You meet the customer where they are," McKeever said. "There's always ways we can find to better communicate with our customers." PSB Heather Reinhart is managing editor of Rider Magazine, a PSB sister publication. Tim McKeever, marketing manager at Gowanda Harley-Davidson in New York, points out Facebook features to customers during the dealership's Facebook 101 session. ADP Lightspeed, Honda team up for service class ADP Lightspeed participated in the recent Service Systems Techniques (SST) class offered by American Honda to their dealers in Las Vegas. The SST seminars are offered regionally as part of Honda's ongoing initiative to assist and train their dealers on methods to improve profitability in the Service Department. Over two days, the dealers are introduced to several methods to improve the customer experience and manage key performance factors. ADP Lightspeed contributes to the seminars by demonstrating how the dealer management system is a key component in execution of the SST concepts. "We are extremely pleased to have the opportunity to work with Honda to help our dealers become more profitable," said Dave Johnson, Manufacturer Solutions and Consulting with ADP Lightspeed. "The SST trainings are a great example of where the manufacturer and dealership solution provider can partner together for the benefit of their mutual dealers." "ADP Lightspeed's contribution to SST not only adds valuable content and perspective, but also gives a productive collaborative partnership between Honda dealers, Lightspeed and American Honda," said Steve Howe, national Field Service manager. "They are a premier partner of American Honda and are as committed as we are to developing and improving our dealer network." PSB P01x05-PSB1-News.indd 5 12/18/13 11:27 AM