Comments on: Spring launch arrives in northern U.S. http://insider.boatingindustry.com/2010/04/spring-launch-arrives-in-northern-u-s/ Trusted Source. Proven Solutions. Real Results. Sun, 11 Dec 2011 10:07:23 +0000 hourly 1 http://wordpress.org/?v=3.0.5 By: customer satisfaction, customer focus, empathy http://insider.boatingindustry.com/2010/04/spring-launch-arrives-in-northern-u-s/comment-page-1/#comment-3153 customer satisfaction, customer focus, empathy Mon, 26 Apr 2010 15:15:49 +0000 http://insider.boatingindustry.com/?p=780#comment-3153 [...] reading Chris Kourtakis’ blog post in Boating Industry about the upcoming spring launch in the Northern U.S., I was glad to see that he commented on the [...] [...] reading Chris Kourtakis’ blog post in Boating Industry about the upcoming spring launch in the Northern U.S., I was glad to see that he commented on the [...]

]]> By: Cam Collins http://insider.boatingindustry.com/2010/04/spring-launch-arrives-in-northern-u-s/comment-page-1/#comment-2892 Cam Collins Sun, 11 Apr 2010 13:19:30 +0000 http://insider.boatingindustry.com/?p=780#comment-2892 I was at my local West Marine this weekend buying some parts for my boat. I stood at the register for a minute or more while the two other clerks on the floor were helping other customers. One of the clerks finally noticed me standing there and radioed for the manager to come out. The manager was in his office (hidden from my view) only feet from where I was standing. At this point the customer (me) wasn't happy. However, the manager turned things around pretty quickly. I could not find a specific part for my outriggers. West Marine didn't carry the part. Once I realized that, I was already thinking that my next stop was Lewis Marine Supply. However he creatively found a part that was a similar and gave me a suggestion to make a simple modification such that it would work. Moral ot the story: Earnest and thoughtful customer service can turn negative situations into positive ones by simply caring enough to help people solve their problems. I was at my local West Marine this weekend buying some parts for my boat. I stood at the register for a minute or more while the two other clerks on the floor were helping other customers. One of the clerks finally noticed me standing there and radioed for the manager to come out. The manager was in his office (hidden from my view) only feet from where I was standing. At this point the customer (me) wasn’t happy.

However, the manager turned things around pretty quickly. I could not find a specific part for my outriggers. West Marine didn’t carry the part. Once I realized that, I was already thinking that my next stop was Lewis Marine Supply. However he creatively found a part that was a similar and gave me a suggestion to make a simple modification such that it would work.

Moral ot the story: Earnest and thoughtful customer service can turn negative situations into positive ones by simply caring enough to help people solve their problems.

]]> By: Bill http://insider.boatingindustry.com/2010/04/spring-launch-arrives-in-northern-u-s/comment-page-1/#comment-2867 Bill Fri, 09 Apr 2010 21:29:32 +0000 http://insider.boatingindustry.com/?p=780#comment-2867 Great article. I can't tell you how many times I have felt abused and taken advantage of as a customer. Glad to know there is someone out there that gets customer service. Keep up the great work. Great article. I can’t tell you how many times I have felt abused and taken advantage of as a customer. Glad to know there is someone out there that gets customer service. Keep up the great work.

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