Where do you draw the line?

I BEAT into my staff everyday that our goal is not to "sell" product, but rather solve problems. Our customers come to our store with a "problem". They need a helmet, and need us to help them find the right one for their individual needs. If we get this right, we've hit a home run. But how do you handle those times when you're asked to cross the line? Let me tell you a story about a situation that popped up the other day...

We had a customer (I'll call him Mr. X) who bought a helmet online. Everything went smooth right up to the point that he wanted to make a return. Returns aren't an issue, however he explained that he had rode with the helmet, and only after this Demo ride did he find that the helmet wouldn't workout... I could re-sight our policy, but simply stated, you ride with it, it's yours. Needless to say, he wasn't happy with us, and expressed it quite clearly.

Mr. X stated that he had bought product from other companies, and they all allowed him to make a return after a short ride. He went so far as to call another well known online retailer and asked one of their customer service agents if they would take a return if it had been ridden with? No shocker here, they stated they would. By the way, they also clearly state that they would not in their return policy.

What does this all mean? First, I sell NEW product. My customers expect "NEW and UNUSED product" when they place their orders. I expect it when I buy something, and I would personally be upset if I got something that didn't appear fresh and unused. I'm paying for NEW, not SLIGHTLY, GENTLY, HARDLY, BARELY USED. If this other company takes back product like Mr. X states, then resells it, it's simply wrong. It's also wrong to allow a return if they are going to eat the product. That simply drives up the costs for EVERYONE. You know, the 99.9% that have taken the time to understand the rules.

Simply, I refuse to allow the .01% to ruin it for the other 99.9%.

I understand how it hurts to have bought something, and after a short ride, find that it won't workout like you planned. Money wasted. Because I understand this issue, I try my best to make sure through videos, evaluations and phone calls that we limit this outcome. However, there isn't a tried and true way around this. There will be occasions when something won't workout.

It's simple, do everything you can to make sure that what you bought meets your expectations WITHOUT USING IT. I tell customers here in the store, even after being fitted by me, to take it home, leave the stickers alone, open the visor, and watch TV for an hour. You can get a VERY good idea if something will work, without actually ridding with it. If it doesn't workout, you can make a return. No harm, no foul. The next person who buys that product can know deep down inside that they got a new product, not a one that's "gently used".

Is the motorcycle industry on CRACK?!

I try to keep it as "Real" as possible on my Helmet Harbor Blog. If I didn't, I wouldn't even read it. Total waste of time. I don't make too many friends with this approach, but I'm not on this planet to suck-up to people in my industry.

This leads me into my main subject, which is "Give Me A Break..!" When I started my store in 1999, I'll be the first to admit that the Internet resembled the wild, wild, west. Everything was a free for all. No one monitored pricing. Our distributors sold us product (and it stopped at that), and when new companies opened, you almost had to hand over your first born child. Simply, once you past the test, you were "free" to "sell".


Aah, then the "brick and mortar" dealers started to complain around 2003. Most of them had it good up until the Internet started to flourish. Now, customers who came into their stores were leaving to buy online. Who wouldn't, when you could buy something online $100 less..? Why would this change, and why would the manufacturers/distributors care? Simple, the "perception" the large dealers put forth was that if "they" stopped carrying product, where would customers to go to see product in person.. They wanted to maintain their HUGE margins.

Do I understand that having a HUGE showroom costs money, or flooring 100+ motorcycles isn't cheap? Simple, yes I do. I also know that having 10 teenage kids walking the floor costs money, and huge salries for the upper 10% costs money. While I know there are dealerships out there that have a semi-large apparel stock, but LETS GET REAL. If you have a customer, in your store, treat them right, and they walk, that doesn't make it everyone elses problem.

HELLO, I've always had a store, and this was one of the MANY requirements of opening a shop. The truth is, at that time, they outnumbered the smaller guys. Even thou in 2003 the few online stores that were doing well, were out selling the Dealerships. Ooh, but they had more locations. This was really the beginning of the end of the online "sale".


If you haven't noticed, the World is a bit different than it was in 2003/04. Prior to 2005 it was a busy business to be in, even with the price restrictions online. Slowly the market began to slow, and as we all know (unless you live in a cave), 2008 was a year to remember. How are "some" of the manufactures/distributors acting now? Funny that you asked...lol.


It appears that when times slow down, to this degree, it's now OK for the distributors and manufacturers to "lighten" up on their self imposed rules. New companies are now allowed to be opened over the phone, and who needs a store front...? These new players could careless about customers (you), and are only interested in making a quick buck. Representatives from these distributors, who work on commissions, are getting HAMMERED..! What's the solution? Open more accounts, to whomever wants one, and hope they sell "something". Who cares if in the end the customers get hurt? Just make sales...

I've spoken with several Representatives from various companies who've told me nightmare situations. In general, it's turned into a dog-eat-dog attitude. Pressure to SELL has taken over, and good sense has been put on hold. This industry becomes a mess, but again, who cares. Let me tell you who should, you, the customer.

Here's what EATS me up more than anything. If you're a company manufacturing product, or a distributor selling to retailers, get some common sense. In a perfect World everything would be "fair". HELLO, that World only exists in the movies. The FACT is we exist to help CUSTOMERS. That's not just by providing a product for sale. Customer service, and yes, PRICE has something to do with that.

Listen up Manufacturers and Distributors...! You only have a FEW responsibilities. FOCUS..! Because I'm all about helping out, I'll break it down for you.

VERIFY EVERY ACCOUNT, and don't open accounts unless you're 100% sure the business is about CUSTOMER SERVICE first. FOLLOW you're own guidelines and requirements. IF THEY DON'T MEET the requirements, don't let them sell.

GET THE HELL OUT OF PRICE CONTROL...! This creates MORE problems than it SOLVES.

IF YOU HAVE A DEALER BREAKING "YOUR" RULES, CAN THEM..! Three strikes you're out doesn't work. Look, don't treat problem businesses like they didn't understand what they were doing... Those in this industry aren't IDIOTS..! Have your Rep. contact the company, give them 3 days to fix the issue, and if they drag their feet, boot them..!

SUPPORT EVERYONE..! Hello, the little guys are JUST as important as the corporations with 25 stores. Often, we're more important. Innovation rarely starts at the top of the food chain. Hmmm, sounds a little like what of FED is doing, doesn't it. OK, not working there guys, so GET A CLUE.

YES, I "might" sound a little frustrated... Let things slow down. I don't have an issue tightening the nuts a bit, and giving things a little more thought. I actually welcome it. However, I don't want this to be limited to just the Dealers out there. The Manufacturers/Distributors need to use this opportunity to get a grip on what's really important and start working from a firm foundation. This is not the time to make miss-steps, which adversely effort everyone down the food chain.

Changes for 2009

If you own a small business, or work for one, you understand when I say each day is filled with the challenges of staying "fresh & new", and finding ways to better serve your customers. This challenge is 24/7, and often can lead to sleepless nights. It's amazing how a little sleep deporvation can lead to something inovative.

Of course there are companies that can't come up with an original idea if their life depended on it... These guys get a bit more sleep, but in the end the result isn't the same.

For 2009 I've decided to venture outside the box yet another time. I think the changes will not only help our company, but most importantly, our customers. Keep an eye out in the coming months for the changes, but honestly, they will slap you in the face...

Are there going to be any changes for 2009?

Every year is different. In the 10 plus years of owning this store, there have been "sleeper" years where everything pretty much stays the same, and other years where you can't keep up. What is 2009? Lets just put it this way, some companies stepped up, others, same old same old.

I call HJC "the king of average". I'm quick to point out that this isn't a bad-thing. There are a TON of companies out there that make junk. All of what HJC makes is of high quality, just typically doesn't have a ton of "bells and whistles". Granted, they've tried in the past to enter the "high end" market, but design SNAFU's have held them back. 2009 could be their year...

HJC for 2008 came out with a few cool products (FS models), but again, they were held back with minor design issues. I'm not sure what happened at the HJC head quarters, but they took everything back to the drawing board and came out with the new IS models. This includes the new FS-15 Carbon, which I will be doing a video evaluation soon. What makes the IS models different? HJC decided to "INVESTED" in the fact that their customer-base now understands that DOT only isn't a bad thing. Most of the new IS models have a inner visor (which works), and they kept the weighed down. Two HUGE features that will separate them from the masses.

Let me get one thing PERFECTLY clear. Up until 09 I "liked" HJC. I wasn't in love with any of their models. They did the job, but never thilled me. With the IS models, I'm now in a place I've never been... Watch out Scorpion. Simply, it comes down to value. If I can stand up in-front of a customer, rattle off a ton of features, and most importantly, they can see them, other products get lost in the conversation. This is HJC's strong point this year. You don't need to be NASA engineer to see the advantages.

Nolan is also jumping on the band wagon and brought in their flip-up N103 for 2009. All the issues I felt the old N102 had, they fixed. The visor is now inside the helmet, and the rear exhaust vents help move air inside. I do wish they would have released the N43 in the US (inner visor version), but they dropped the ball. Batting 500 isn't bad.

The company that I feel is really stepping up for 09 is Shark. Many have no clue who Shark is, since they only entered the US market about 2 years ago. Shark is one of Europe's largest manufacturers, and they make very solid products. They're the inventor of an inner styrene system called "Shark Fins" which is basically an inner crumple zone. They also currently have the lightest full-face out there, with the RSR2.

The one model that stands out for 09 is the Evoline. It's a flip-up front helmet, where the chin-bar actually goes up and over the helmet to rest on the rear. Very clever. Also, the helmet has an inner visor, which is becoming more and more popular.

I think 09 will have some winners, stay the sames, and losers. Only time will tell...

My Scooters...

We're motorcycle people, so when the subject comes up, we like to talk about our trusty steeds. While everything else in our lives might look like a comic strip, our motorcycles are always there to pull us back to Earth. I can't speak for anyone other than myself, but when the presures of life hit me like a ton of bricks, the seat of my bike and my favorite road always manages to deflect some of the blows.

I've managed to collect a few bikes throughout my 30+ years of riding, and my current inventory (lol), is a diverse lot. I like to say, I have a bike for every mood and situation.

2002 Kawasaki ZRX1200R

Have you ever owned a bike, years ago, that you sold more or less against your will? Back in 1990 I was the proud owner of a Kawasaki Zephyr. I managed to hold onto this bike for about 2 years, before family needs took my toy. Out went the bike, but I always told myself I would replace it someday.

The ZRX has been a great additon, and in a way shoots me back to my old Zephyr days. I'm not a young guy anymore, and the more up-right riding position goes a long way. Nothing beats this bike for scooting back and forth to work, and up the canyons on the weekends.

BMW HP-2 Enduro

Yep, I'm one of those guys who took a look at this bike and had to have one.

My plan was to buy the bike and set out on a 95% dirt road/trail tour, leading me from the Southern AZ border, to the Northern border of Washington State. This ride has yet to happen, so it has limited riding time. I would ride it more, but it's a bit tall to be stopping at a stop light every mile.

Here's a quick story about the HP-2. I bought the bike and one of my riding buddies (who owned a KTM Adventure) talked me into an over night ride "Off-Trail". Who would think that in the middle of summer, in Arizona, that we would find over 12 river crossings? Needless to say, the bike hit the ground several times, as I failed to man-handle this massive machine. Riding one of these can be scary. Nothing like a dirt bike with a 1200cc 105hp engine. It never got washed down the river, but close. Of course I bought all the protective covers, after I needed them....lol.

BMW K1200LT

Yes, I enjoy BMW motorcycles. I bought my first LT in 2001. At the time I had a 1999 Harley Classic sitting in the garage with about 30,000 miles on the odmeter. My wife wasn't happy (two touring bikes sitting side by side in the garage might have been over-kill), but I had a thirst for a more "full featured" touring bike. I sold it in 2005, after a ton of great tours.

In 2007 I was asked to accompany my father and sister on a 5000+ tour to Jainesville, WI. I didn't have the ZRX yet, and only the HP-2 was in the garage. I had great luck with the LT, so off I went to the BMW dealer. I found a 2002 in great shape, at an OK price, and the rest is history. My plan was to sell it after the trip, but its never made it into the paper. Nothing beats it on longer trips, so I just don't have the heart.

So there you go. I think I have all my needs covered, well, for now anyway.

Is there truly "Year Round" clothing?

Down here is Arizona, we live in a oven 7 months of the year. When April starts to to roll off the calender, the Temp. outside begins to inch up past 90 degrees. The winter jackets and pants get put away until November, and even then they see only part-time use. Needless to say, you just put over $400 of gear in the closet.

Up until just a few years ago, apparel did not exist that could take the two extremes. You either wore one, or the other, with few choices for the in between. There are now options, and here at the store I dwell on them. I carry very little of anything else. Personally, I have other things to spend my money on, and if one jacket/pant can handle the load, I'm all for it.

JACKET: There are several choices (Joe Rocket- Alter Ego & Tourmaster Flex-2), and my favorite is clearly the Flex-2. The jacket is VERY well made, easy to use. It works great in the summer as a mesh jacket, and in the winter as a full-on cold weather jacket. It's not just me. We've sold 100's of these jackets, and not one customer has been disappointed.

Not so with the Alter Ego. The outer Cordura shell comes off in panels, and zipping everything up can be a little more involved than I like. The outer shell on the Flex-2 comes on and off easily, and can be put on without removing the jacket. Just a better design.

Here's a story for you. When the Flex-2 came out I had a customer from Montana call and asked for my opinion on a winter jacket. He was also hoping he could remove the liner and use it in the summer, so venting was a huge need. I told him to try the Flex-2, but he had doubts it would be warm enough. He bought the jacket, and I got an email about 2 months later stating that the jacket worked great, and he had also been using it as a ski jacket...lol.

PANTS: Since I like the Flex-2 I also like the Flex-2 pant. Same reasons I like the pant, just a simple solution that works. I also like the Tourmaster Venture Air pant. Still warm down to about 40, but yet more mesh for the summer months.

The bottom line is that there is apparel that can be used summer and winter, you simply don't have a ton of choices. It's just a good thing that what is out there, is highly functional.

Electric Clothing

I know, I know, there are those of you out there that think buying electric underclothing is a HUGE waste of money. I get told everyday that if you have a winter jacket and pants, you should be fine. It's almost as if by using them, you're less of a rider, or your missing your "tough guy" gene. All I can do is smile as I turn up the heat on my heated jacket....lol.

Is heated clothing over-kill? Well, if staying warm, in any climate, is over-kill, then I guess it is. There was once a day when I felt that it was a luxury, and not worth the expense. Those days stopped the second I rode with my first electric jacket...lol.

Sure, the REAL good stuff isn't cheap. I prefer Firstgear Warm-n-Safe, but started with Tourmasters Synergy products. Both work, but the Firstgear product is just a bit better. Here in AZ it does get chilly in the winter. If you live outside the city limits, it can plunge to the mid 20's. Add windchill, and it's near zero. Granted, this is for only 4 months of the year, but it's a cold 4 months...lol. If you live inside the city, add about 10 degrees...

Is a warm jacket enough? Absolutely. Will you be more comfortable in electric clothing? Absolutely. Is it worth the expense? Absolutely. There's nothing better than sitting on your bike, plugging in, dialing up the heat, and ENJOYING the ride.

Are there any other benefits of having heated underclothing? For those of you that don't have a winter jacket, or are in the need of a new one, give it some thought. I used to wear my winter jacket, but now have zero issues wearing my summer mesh jacket on most cooler days. I toss in the jacket liner, slip on my heated jacket, and I'm off. This works down to about 40, and I've yet to get cold. It's nice to toss the liner in my bag when it's time to head home, and have the use of of mesh jacket. If I had the winter jacket only, the ride home would be a bit on the warm side...

For those out there that foo-foo using this stuff, I can say one thing for sure. Like me, once you take the plunge, no one is going to pry you out of your heated jacket on cold days. You won't be standing in your garage, staring at your bike, debating if you want to battle the cold. You'll slip on your jacket, gloves and pants and jump on.