Remove the hassle

Rob Brown originally hoped his Driveway-to-Driveway service program would become its own profit center — but it hasn’t. In fact, the owner of Clark Marine (Ranked 20 in 2005) rarely ends up charging to pick up or drop off a customer’s boat. But the customer service initiative is well worth it. By taking the hassle out of boat service for his busiest customers, he generates loyalty that translates into repeat business, referrals and higher margins.

• To explore more Service Department Best Practices, click here.
• To return to the best practices home page, click here.
• To return to the Boating Industry home page, click here.