BY AMY BALTODANO
Hays Post

Doerflers’ Harley-Davidson will have a block party Saturday to honor 40 years in business — and it couldn’t happen at a better time.

Recently on the company’s Facebook page, a customer put a heartwarming story praising the customer service they received from Doerflers’ last year. The customer explained how owner Brian Doerfler went above and beyond.

The customer’s bike broke down, so he was stranded a few hours from the Hays business. The customer had purchased some parts over the phone and was going to wait for a friend to bring him the parts. They thought they could get the bike going, but they did not have any luck.

Though it was a Saturday evening after the business had closed, General Merchandise Manager Kelsi Pfannenstiel said, “Brian told the customer, ‘If this does not work, then give me a call.’ ”

So, he did.

Although, Doerfler had a house full of people, he hooked up a trailer and headed out to help the stranded motorist.

“He trailered them back here. … They figured he was a service manager that picked the short straw to come out on a Saturday night. Brian told him he was the owner of the store. These guys were completely floored,” Pfannenstiel said. “They never expected for dealership to pick him up in the first place, let alone the owner come out and get him. That says something about his respect for us. He wouldn’t just call us on a Saturday night. He would just do it himself.”

The post had over 2,000 likes and 700 shares.

That story is one of many that helps explain Doerflers’ staying power.

“Its 100 percent customer service. It’s not run like a huge dealership. There’s no pressure, just good people, and over time you build up the trust in the customer, they’re going to keep coming back,” said General Manager Blair McPherson. “They know that you’re not just talking to them to sell them something — you really care about what they’re biking and what they are riding.”

The mentorship of owners Brian and Deanna Doerfler has shaped the culture of customer service at the dealership.

“We follow with their lead,” said Parts Manager B.J. Rupp. “When a situation arises, in the back of your mind (you think) ‘What would Brian do? What would Deanna do?’ ”

McPherson, who has been with the company for 10 years, said, “Just being able to work on about everything. Brian will still work on the older bikes. Some of the bigger dealerships, if it’s 10 years or older, they will turn it away. That’s what I like about Brian. He keeps the heritage going of the old bikes too.”

Customers come from far and wide to do their Harley-Davidson business in Hays, America.

“For our location, I think it’s really impressive,” Pfannenstiel said. “For it to be the scale of store that it is, in the area that is in, it just blows travelers away. They never would have expected to walk into a store like this, kind of in the middle of nowhere. Even though, I feel people say ‘in the middle of nowhere’ is a negative thing, it’s really not for us. We are lifesaver to a lot of the travelers.”

Salesman and nephew Kyle Doerfler was not at all surprised by his uncle’s gesture.

“That’s the cool thing about Brian,” he said. “Anyone who needs him knows that he is going to help anybody he can. He’s been doing it for years.”

The Doerflers are inviting the public to a celebration from 9 a.m. to 4 p.m. this Saturday at the dealership, 1100 E. 43rd.

Pfannenstiel said, “We will have a stunt team performing. ILL CONDUCT will have three performances at 11 a.m., 1 p.m. and 3 p.m.”

Several businesses will be participating in the party. Skaters from White Chocolate will be there performing tricks, and the Harley Hog Chapter will serve free pancakes all morning.

There will also be a vintage view in their parking lot including many classic bikes — all 40 years or older.

Scott City-based C-Mor-Butz will serve barbecue from its trailer, and the Hays Area Chamber of Commerce will host a beer garden. Aaron’s will have a bounce house for the kids, as well.

Pfannenstiel feels like the business is “a hidden gem, so unless you come and look for us, you don’t know what to expect — so you just have to come look.”

For a taste of what ILL CONDUCT brings to the party, check out the video below: