Tag Archives: customer service

How long are your customers waiting on the phone?

Recently I called a dealership looking for a specific employee. The phone was answered promptly. I asked for the person by name and was put on hold. For five minutes! I thought about seeing just how long I would actually be on hold until someone checked on me, but the smooth jazz was starting to drive me bonkers, and I ...

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Hagadone Marine Group begins construction on mega marine center

Last month, Hagadone Marine Group in Coeur d'Alene, Idaho, began construction on its new mega marine center. The construction includes three new buildings and the creation of over 32,000 square feet of service center space, investing major capital in enhancements. Two of the three buildings will be 16,000 square feet and will house fiberglass repair, rigging, detail and the parts department, ...

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How to inspire customer loyalty

While it’s not true in all cases, customer loyalty is certainly not what it used to be. With 24/7 access to the internet on mobile devices, and businesses bidding against each other for online ad space, customers can be quick to go to a competitor for a lower price or a better deal. According to insights from The Survey of ...

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Clark Marine: Detailed delivery helps educate customers

Any Top 100 dealer knows that you don’t just sell a boat to a customer, hand them the keys and send them on their way. It’s important to have an in-depth delivery process that caters to the needs of the proud new owner. And as we work to attract more new people to boat ownership, closing the skills gap through ...

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Always remember to ask for the sale

Recently my car required an oil change. Since I bought my pre-owned car from a dealership that carries a different brand than my car’s manufacturer, I couldn’t go to the selling dealership for the oil change. So the search began. I only made a few phone calls before tasking my husband with taking the car in. But those phone calls ...

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Top 100 boat dealers share CSI and customer service strategies

The Boating Industry Top 100 dealers represent some of the best boat dealers in North America. In the Top 100 Spotlight, we share some of their best practices.  It furthers the mission of the Top 100 program: to not only recognize the best dealers, but to share their knowledge and experience with the entire industry.  This month, we share tips ...

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Are a few dollars worth customer satisfaction and loyalty?

There’s no hiding that I am a diehard Minnesota Vikings fan. So it was no surprise when my Secret Santa/sister-in-law bought me an OYO Sports Endzone Set for Christmas. I was ecstatic! Within days I was assembling the building brick kit at home. However, one of the bricks had a minifigure’s arm stuck inside of it. Try as I might ...

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Customer service that creates raving fans

Nobody wants unhappy customers. At the very base of any business, we’re looking for happy customers. But there’s a big difference between satisfied and thrilled, between “not unhappy” and ecstatic. Far too often, companies end up settling for the former instead of aiming for the latter. Whether you call them raving fans, promoters or brand evangelists, they are the customers ...

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Smile – your best store makeover

I am often asked what the best practices are regarding in-store merchandising. That always drives me a bit crazy because there is no magic pill of “do these 10 things and you will win, win, win.” It takes a combo of things; I know we all want the easiest thing you can do. I can happily provide a list of ...

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NMMA announces Marine Industry Customer Satisfaction Index Awards

LOUISVILLE, Ky. — The National Marine Manufacturers Association (NMMA) today announced 45 recipients of the 2014/2015 Marine Industry Customer Satisfaction Index (CSI) Awards for excellence in customer satisfaction. Award recipients were acknowledged this morning during the annual Industry Breakfast at the 2015 International BoatBuilders’ Exhibition and Conference (IBEX) in Louisville. The Marine Industry CSI Awards honor manufacturers that actively measure ...

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