There?s nothing like a Harley-Davidson.
Even when the company fell on hard times in 1985 when some analysts predicted the company would go bankrupt, Jim Foster, owner of the Harley-Davidson Buell Store of Baltimore, expected a comeback.
“When you say the name Harley-Davidson ? people instinctively say ?Wow,? ” said Foster who bought the business in 1986. “It’s a respected brand. Sure, it had its problems a time ago, but those problems are all worked out now.”
In fact, Foster said, he believes the brand is stronger than ever.
He points to the number of vintage Harley-Davidson motorcycle clubs, his bustling business and the strong market share of the brand (HD has more than 35 percent of world market share for touring motorcycles, according to The Wall Street Journal) as evidence.
Janet Boxwell, who worked at an area car dealer before joining Foster?s dealership six years ago, said that is evident to anyone who has spent time on the sales floor.
“People have come here to pick up their motorcycles and they cry,” Boxwell said. “They have reached a goal in their lives. It is really neat.”
That feeling, she said, is different than when people buy cars, which are considered more as necessities.
That feeling that comes with purchasing a treasured recreational vehicle makes a difference in the atmosphere of the business, she said.
“This is a team atmosphere, which makes it different than the car business,” Boxwell said. “Here it is more like a family, more friendly. When I get up in the morning, I look forward to coming to work.”
Foster said he tries to promote that feeling among his 60-plus employees.
Special perks including taking the whole group to Harley-Davidson?s winter dealer meeting in Orlando, spending $200,000 annually on training and holding major community events to build camaraderie which is then transferred to customers, Foster said.
“The first year we were in business, we had a tiger by the tail,” he said of the waiting lists for Harleys. “Some dealers overcharged those who wanted Harleys. We never did that.”
That attitude has paid off in a loyal customer base, he said.
“I always thank our customers each time they are here and I always tell them that if we don’t meet their expectations, to please tell us,” he said. “You can?t buy the loyalty that wins us.”
Contact info
Harley-Davidson Buell Store of Baltimore
» Web: www.hdstore.com
» Address: 8845 Pulaski Highway, Rosedale
» Phone: 410-238-2003
