Follow-up promptly
As general manager of Seattle Boat Co. (Ranked 16 in 2006), James Baker created what has become the company’s signature customer satisfaction program. Called “Cut The Steak,” the program requires Seattle Boat Co’s employees to follow up with a customer when a boat is picked up from the service department, rather than an hour or a day later – similar to a waitress checking on a customer after the first bite of their meal. He also has the company tracking the number of days each boat is in service — something that has resulted in a 50-percent decrease.
