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Constant monitoring of its boat delivery process helps Strong’s Marine (Ranked 20 in 2006) fine-tune all aspects of the experience. Within seven days of the delivery, Strong’s sends out an internal delivery survey to ask what it can do to make the process more pleasurable and to catch anything that wasn’t covered to the owner’s satisfaction. When a survey comes back that is not scored to the dealership’s satisfaction, an action sheet is generated to alert the sales or service manager to take immediate action to resolve the issue. Once the problem has been addressed, another sheet is generated to make note of it.
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