Boating-Industry Insider » customer service

Get a jump on boat show follow-up

Contributing Blogger — Wed, 28 Sep 2011 14:58:54 +0000

Bob McCann, Director of Education, ARI – We find that most new prospects who visit a dealer’s booth at a boat show for the first time aren’t ready to commit on the spot. In fact, most sales are closed with prospects that dealers have been working with for quite a while, even as far back as past shows. Boats are luxury purchases that often require a long-term research and buying process, so this first visit usually marks the beginning of the sales process rather than the sale per se. Read more >>

Dealer Cost vs. Customer Service and Loyalty

Contributing Blogger — Tue, 18 Jan 2011 16:25:06 +0000

In the end, it is not going to matter whether or not the consumer knows what a dealer pays for a boat from the manufacturer. In the end, what matters most to consumers is the level of customer service that they receive. What matters most is that the consumer feels that they received the best value for what they have purchased.

What’s In a Name? Maybe a Sale!

Contributing Blogger — Tue, 28 Sep 2010 14:32:20 +0000

It may surprise you (or maybe not) that the vast majority of salespeople handling the calls never ask for the caller’s name.

PR case study: Apple’s iPhone response

Mike Davin — Tue, 20 Jul 2010 20:26:58 +0000

It's interesting to see how a huge company like Apple (which has been riding a wave of positive buzz in recent years thanks to the iPod, iPad, and iPhone) handles a potential blow to its image.

Remember Your First Time?

Contributing Blogger — Tue, 13 Jul 2010 16:41:11 +0000

While that may not be possible for every customer, it may be a good idea to try to go the extra mile with this first-time buyer by giving him or her some extra attention.

Empowerment Starts at the Bottom

Contributing Blogger — Fri, 30 Apr 2010 15:48:47 +0000

Empower your front line people to make decisions. Allow them to assist the customer.

Anticipation: The key to customer service

Liz Walz — Tue, 30 Mar 2010 14:46:46 +0000

This past Saturday was my five-year-old’s birthday party. Nine boys and their parents had pledged to join my husband, son and I for a two-hour romp at a warehouse full of inflatable slides, rock climbing walls and even a basketball court. Read more >>

Good communication makes happy customers

Mike Davin — Fri, 19 Mar 2010 14:02:08 +0000

One lesson at last year's Marine Dealer Conference and Expo that I think surprised a lot of dealers was the importance of getting back to online leads immediately — within minutes if possible — when they ask a question.

Investing where it counts

Liz Walz — Tue, 09 Mar 2010 14:23:03 +0000

I was going about my normal boating news searches this morning when I stumbled across an article written by a stock analyst who had recently visited a handful of stores along Chicago’s Michigan Avenue. Like many of us, he has kids, and after being gone for a week on business, he was headed to the Disney store to pick up some “missed you while I was gone” presents before traveling home. Read more >>

YOU set the tone for customer service

Matt Gruhn — Tue, 05 Jan 2010 14:28:53 +0000

Last week, I stayed at the Rosen Plaza in Orlando. It’s a potential home for the 2010 Marine Dealer Conference & Expo, and we were scouting the site to determine its capability of housing this growing event. We were on a tour with two of the facility’s sales managers when I happened to notice a vacationing middle schooler wearing a t-shirt with the letters “BMOC” proudly touting his claim that he was, indeed, the Big Man On Campus. The happenstance that I noticed this only provided a backdrop for what I had just experienced. Read more >>