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Although it seems like a foregone conclusion that customers are the most important person in a business, the staff at Riverside Yamaha Suzuki recognizes a lot of restaurants, grocery stores and other businesses that don’t operate that way. They have felt the frustration bad customer service creates and have decided that they are going to run their business differently.

“We’re in business to serve the customers,” said Murray Treiber, Parts Manager for Riverside Yamaha Suzuki in St. Albert, Alberta. “Here they are the priority, instead of some guy in an office. It makes it easier to understand your business when you are focused on the customer.”

Riverside Yamaha Suzuki offers a large variety of parts, accessories and brands; but prides itself on their customer service.

“We get good feedback from customers and more importantly consistent repeat customers,” said Cory Winters, Accountant at Riverside. “Our staff is interested in the sports and stay up on what is new. The way we treat people is what makes us different from the guys down the street.”

To continue to build market share in a down economy Riverside focuses on two important areas of customer service: 1. Having what customers want and 2. Getting it to them quick.

Having What Customers Want

In a time when most companies are trying to clear their inventory, Riverside is increasing theirs. By stocking the right units and parts, the dealership is picking up market share from other businesses that don’t have what the customer wants.

“There are a lot of opportunities out there,” said Cory. “When we find one, we make sure we are in a position to take advantage. We want to build strong repeat customers so it is worth taking the chance.”

Riverside relies on LightspeedNXT to provide reporting that helps them monitor their inventory and purchases. Identifying what is moving and how quickly provides them with clear insight into where inventory needs to grow to meet demand.

“We don’t want to get overstocked, but we make sure that what the customer wants is available,” Cory said. “The custom reporting in NXT is a huge part of controlling that. We can tailor the reports to see exactly what is selling and drill down for more detail.”

Getting it to Them Quick

With high volume sales and a tight staff in the Parts department, Murray Treiber has to make sure everything runs efficiently. He accomplishes this by making sure everyone is able to access information quickly and that they have a clear understanding that the customer comes first.

“No matter who walks up to the counter they need to be able to find the part the customer wants quickly,” said Murray. “Some systems I have worked with take as long as seven minutes to find the part and retail the transaction. With Lightspeed it takes three.”

LightspeedNXT has made the Parts department more efficient; helping the staff focus on the customers’ needs.

“The system is very user-friendly, can handle the customer at the counter quickly and controls all our ordering and receiving,” said Murray. “If I did not have LightspeedNXT I would have to hire more people to do the same level of business we’re doing right now.”

Enhancing Customer Service

Riverside feels it has found a good Dealer Management Solution (DMS) partner in ADP Lightspeed to help their focus of continually improving the customer’s experience. By handling inventory, accounting, retail sales and reporting in an efficient way, the DMS has helped them keep their focus where they want it: on their customers.

“The integration, and being able to do everything just once, certainly makes life easier at Riverside,” said Cory.

“From day-to-day operations to business reporting, Lightspeed handles it,” added Murray. “For any sized dealer, Lightspeed is an advantage in running their business.”

Riverside Yamaha Suzuki
St. Albert ¦ Alberta ¦ CA
riversideyamaha-suzuki.com

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