

Inside The Culture of Wilkins Harley-Davidson: John Lyon on Staff, Process, and Profits
Aug 16, 2025
John Lyon, the third-generation owner of Wilkins Harley-Davidson, shares his journey in fostering a strong dealership culture that boosts employee morale and customer satisfaction. He discusses the importance of transparency and feedback in adapting to the digital age, which enhances trust and loyalty. Lyon also delves into his leadership strategies and community engagement, highlighting unique partnerships that promote youth initiatives. His insights on refining processes and relentless improvement offer invaluable takeaways for anyone in the dealership industry.
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Institutionalize Culture With A Credo Card
- Document what matters and review it regularly so culture survives staff turnover.
- Carry a short credo card with always/never rules and read it in weekly meetings to preserve core values.
Use Examples To Define Credo Rules
- Revisit credo statements with concrete examples so everyone aligns on meaning.
- Use real stories (reasonable requests) to expand what your team will do for customers.
Small Acts That Build Big Trust
- A customer asked where to buy a Huffy bicycle and staff used Google to help, showing creative service.
- Another team member replaced batteries for an electric wheelchair and turned it into a charitable moment.