Features

Service with a Smile

There’s no better way for a dealership to generate good will — or ill will — than with its service department. One that operates efficiently, does good work and goes the extra mile for customers can earn that family’s business for life. One that doesn’t … well, a recent article in Business Week magazine provides that answer. It cites research ...

Read More »

Back To The Future

Sea Ray founder C.N. Ray personally visited many of his dealers in the 60’s and 70’s, flying his private jet cross country to big and small towns alike. At the time, private jets were rare, and the townspeople would often gather to welcome him, placing the dealership being visited in a new light amongst the locals. Sea Ray President Rick ...

Read More »

Follow-up = CSI up

Of all the areas that affect CSI, your follow-up scores might be the lowest-hanging fruit for improvement. Put a system in place to contact customers after a purchase or a service visit, and then sit back and watch as your scores steadily rise. Those dealers going through the industry certification program understand this, as they are required to create a ...

Read More »

Follow the leads

During one of the most memorable scenes in the film adaptation of the Pulitzer Prize-winning play “Glengarry Glen Ross,” a character berating a group of unprofitable salesmen pauses to hold up a stack of red envelopes wrapped with a golden ribbon, then says the following: “These are the new leads. These are the Glengarry leads, and to you they’re gold. ...

Read More »

The High Bar

Ask most boat builders about their dealers, and you’ll hear a similar tune. They’ll sing their dealers’ praises, boasting of the strength of their partnerships and claiming they couldn’t find success without them. Based on this alone, you’d think the boating industry was one big dealer/manufacturer love fest. But that’s where the commonality ends. Take a look at the dealer ...

Read More »

Top 100 Profile: Crystal-Pierz Marine, No. 5

As one of only two businesses to repeat as Top 5 selections to our Top 100 list, Crystal-Pierz Marine is, simply put, one of the best marine dealerships in North America. Last year we lauded the company for its constant drive to improve despite an already sterling reputation and tremendous sales numbers. This year is no different. Initiatives such as ...

Read More »

Top 100 Profile: Hall Marine Group, No. 4

When it comes to the business world, talk is cheap. That’s why, at Hall Marine Group, for almost every employee action, there is a document detailing the process through which it should be performed, from boat repair and customer follow-up to answering the phone. With more than 100 employees, that’s a lot of documentation. “Staff always answers the phone per ...

Read More »

Top 100 Profile: Singleton Marine Group, No. 3

Realizing that trying to be all things to all people is a strategy for failure, Singleton Marine Group has turned the traditional notion that choice is the exclusive realm of the consumer on its head. With four major locations — and three satellite locations — throughout the Southeast, the company could have a herd of buyers stampeding through its showrooms. ...

Read More »

Top 100 Profile: Galati Yacht Sales, No. 2

The Galati Brothers (Joe, Carmine, Mike and Chris) may not read Robert Frost, but they know all about the road less traveled. In fact, they’ve built a few of their own. The executives at the helm of this $200-million Florida yacht dealership see no limits when it comes to customer satisfaction. It isn’t their numbers — though with an average ...

Read More »

Top 100 Profiles: MarineMax, No. 1

History has proven that size isn’t everything. In fact, it can work against you. But MarineMax’s strategy is to be both bigger and better – and never one at the cost of the other. Earlier this year, the boat retail giant spent more than $50 million to acquire Surfside 3 Marina (No. 3 on last year’s list of Top 100 ...

Read More »