Splashy advertisements and quirky marketing campaigns may get customers in the door, but shoddy customer service due to poor service management will have consumers setting sail to another boatyard the next time they need maintenance.
Research from Marine Recreational Boating may show that the average boater today is nearly 60 years-old; however, as these older individuals retire from the water or become incapable of boating due to old age, a new crop of younger boaters is emerging.
The only surefire way to avoid billing disputes when a repair is complete is to maintain contact with customers during the process and get approvals for any changes to the original work order. But that too can be a challenge when communication becomes encumbered by days of phone tag, unread emails and missed faxes. And if the boatyard or repair shop delays the work while it awaits approval, the timetable for the job is pushed back, which may also lead to client frustration. So what is the answer?
Some consider their local boatyard a home away from home, while others use the yard simply as a repair mechanism when something goes wrong.